Need help with a problem?
The majority of air travellers have problem-free flights.
If difficulties do arise, you should first contact your carrier in writing as the vast majority of complaints can be resolved at this initial level. Stick to the facts when writing to your air carrier, identify the resolution you are seeking and include copies of your ticket(s) and/or other supporting documents. Keep a copy of the letter for your records and, if sending by mail, do so through registered mail to retain proof of delivery.
For more information and the contact details of most major Canadian, U.S. and foreign carriers, visit www.cta.gc.ca. If you have not received a satisfactory response after thirty days, then you may bring your complaint to the Canadian Transportation Agency.
The Agency can resolve complaints regarding matters such as:
- Flight disruptions
- Denied boarding
- Refusal to transport
- Passenger fares and charges
- Carrier-operated loyalty programs (excluding Aeroplan and Air Miles)
In the case of packaged holidays, the Agency’s jurisdiction is limited to the air portion of the travel package. Complaints about the land portion or services offered by a tour operator should be addressed to your provincial/territorial office dealing with consumer matters, including travel.
The Agency does not have the jurisdiction to deal with complaints about the quality or level of customer service provided by an air carrier. Such matters, including, but not limited to, the quality of meals and refreshments, the attentiveness or attitude of the air carrier’s staff, or the carrier’s lack of communication with its passengers, fall strictly within the purview of the airline’s management and should be brought directly to its attention.
Your complaint should be submitted as soon as possible after the incident has occurred. If the provisions of an international convention apply to your complaint – such as when seeking compensation for mishandled baggage on international flights to or from Canada – there may be a two-year time limit for bringing a complaint against the air carrier.
More details on what the Agency can and cannot handle.
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