Do you have a complaint related to air transportation?
Use our complaint wizard to find out if we can help and to file your complaint.
The Agency handles complaints about transportation originating in Canada or where the ultimate ticketed destination is Canada by domestic and foreign carriers for scheduled or charter services.
Our role is to ensure that carriers comply with their legal obligations, which include:
their tariff (contract of carriage with passengers);
the Canada Transportation Act and related regulations; and
international conventions, such as the Montreal Convention and the Warsaw Convention (if applicable).
Is there a disability or health issue involved? Visit accessibility complaints to learn more.
Complaints that can be submitted to the Agency
|Travel issues||Tickets and reservations||Costs||Terms and conditions (tariffs)||Other|
How to report non-compliance
Complaints that cannot be resolved by the Agency
If you click on a type of complaint, we'll do our best to direct you to outside sources of help.
|Customer service||Safety and security||Other|
More information for travellers
What if you encounter a problem?
If a problem arises or you have a concern related to your trip, you should contact the carrier's customer service department in writing. Often, this is all that's required to fix the problem or address the concern.
If you have tried to resolve your problem with the carrier in writing and aren't satisfied with the result or you have not received a reply after 30 days, you may file a complaint with the Agency. If the carrier has not lived up to its legal obligations, our staff can facilitate a conversation with the carrier, which can help to address the concern.
Did you know?
There are no fees to file a complaint and no lawyer is required (although you're welcome to consult one).
If you file a complaint, what are the possible outcomes?
Possible remedies may include an air carrier policy change or refunds/compensation for expenses. For refunds and compensation, if you have already filed in court and received a judgment or have been reimbursed by your insurance, we may not be able to help you.
The Agency cannot compel the carrier to pay for loss of income or enjoyment or for pain and suffering. You may wish to seek legal advice for these types of outcomes.
If you'd like more information, please contact us.