VI. Resolving problems

Sometimes even the best-planned trip can go wrong. If a problem arises or you have a concern related to your trip, let the transportation company know. Often, a discussion is all that's required to fix the problem or address the concern.

Keep your receipts and documents, and a record of who you talked with and when. It's a good idea to write a description of what happened as soon as you can, while the details are still fresh in your mind.

If you have tried to discuss your concern with the company and aren't satisfied with the result, you can contact the Canadian Transportation Agency. Our staff can facilitate a conversation with the transportation company, which can lead to addressing the concern.

In the event that an informal discussion doesn't produce results, mediation may work. If you and the transportation company agree, you can place the matter before an Agency-appointed mediator. The mediator will work with you and the company to produce a solution that both sides can accept.

If these processes don't work, then you can have the Agency formally investigate your complaint. You and the company will need to file statements and evidence. We will make a binding decision. It can include corrective measures and a refund of the expenses that you incurred because of the problem. But the decision cannot include compensation for pain, suffering, or loss of enjoyment of a trip.

The formal complaint will produce a clear resolution of the issue, but it is possible that the results may not fully satisfy either you or the company. An informal discussion or mediation can often get faster and better results than a formal complaint.