STEP 1 - Filing a complaint via the informal process

People who wish to make a complaint about an air carrier via the Agency's informal complaint handling process may complete an on-line complaint form. Please note that a copy of your completed form will be sent to you by mail along with the Agency's acknowledgement of its receipt of your complaint.

Alternatively, a PDF version of the form can be printed (print version), completed by hand and then mailed or sent by fax to the Agency as indicated below.  A complete copy of your complaint submission should be retained for your records and future reference.

Canadian Transportation Agency
Air Travel Complaints Directorate
Ottawa, Ontario K1A ON9
Fax: 819-997-6727

For more information, you may call the Agency from Monday to Friday, from 8 a.m. to 8 p.m., Eastern Time, at:

Phone: 1-888-222-2592
TTY: 1-800-669-5575

STEP 2 - Filing a complaint via the formal process

People who wish to make a complaint about an air carrier via the formal process should contact the Agency at:

Canadian Transportation Agency
c/o The Secretary
Ottawa, Ontario
Canada K1A 0N9

Fax: 819-997-6727

To avoid having to resubmit information and documentation already provided during the informal process, you may, at the same time, choose to advise the Agency that you wish that all material previously provided may be used in the formal process.

You may also choose to exclude certain documents or information that you had previously provided from the informal process, or to provide additional information or documentation. If this is the case, you should advise the Agency of this fact at the time you submit your written request to have your complaint transferred to the formal process.

To learn more about any legislation and regulations that may be applicable to your complaint, please click on "Legislation."

Should you have any further questions about the Agency's Air Travel Complaints Program or the Agency's formal process for complaint resolution, you may call 1-888-222-2592*. Please indicate which area you have an interest in learning more about.

*From Monday to Friday, from 8 a.m. to 8 p.m., Eastern Time
(TTY: 1-800-669-5575)