In the case of charter flights, air carriers contract with a tour operator for part or all of the passenger seating capacity of an airplane. The tour operator then sells the airplane seats to the public, usually through a travel agent. Therefore, the passenger contracts with the tour operator, not the air carrier.
Regulations governing charter flights differ from those that apply to regularly scheduled flights. Changes in the type of airplane, days of operation, air carrier and itinerary may be more likely on charter flights than on scheduled flights and these changes can occur without notice.
All other terms and conditions of carriage, including the price of the flight, are established by the tour operator and are usually found in the brochure promoting the flight or package. The air carrier's principal responsibilities to the passengers relate to lost, delayed or damaged baggage, and injury to or death of passengers.
You should bring any complaints about charter flights to the attention of both the tour operator and the air carrier. If you are not satisfied with the response concerning the air travel portion of your package, you may file a complaint with the Canadian Transportation Agency.