Air Travel Complaints

Provided by: Government of Canada - Canadian Transportation Agency - AKA: CTA

Service Description

Provides consumer protection for air travellers. Helps air passengers resolve complaints about air travel within, to and from Canada.

Accepts complaints about:
  • Flight delays and cancellations
  • Missed connections and schedule changes
  • Lost, delayed or damaged baggage
  • Denied boarding
  • Bumping due to overbooking
  • Cases where a passenger feels that the airline's contract is unclear, unjust, unreasonable or discriminatory
Does not accept complaints about:
  • Level or quality of customer service
  • Independent loyalty programs
  • Travel agents or tour operators
  • Safety, security or noise on aircraft
  • Airport terminal or security problem
  • Unfair competitive practices
  • Bilingual service

Information

Eligibility:
Open to all
Fees:
No fees
How to Access:
Travelers should contact the airline to resolve the issue first and wait for their reply at least 30 days * File a complaint via online webform
Documents Required:
Supporting documents such as: Tickets * Claim forms * Receipts of expenses for reimbursement * Medical documentation * Any correspondence with transportation provider
Program Hours:
24/7 website
Language:
English * French
Coverage Area:
Canada

Service Locations & Contact Info