FAQs and contact information

Examples of complaints which we are unable to assist with

Asking airlines Consequential Damages for:

  • Pain and suffering, grief, distress money
  • Money for lost wages
  • Lost of prepaid travel services - reservation

Airline tickets where travel does not start/end/connect in Canada

  • When you travelled to / from two points where your itinerary did not include Canada.
  • Example: Travelling from Chicago to New York - you have not travelled to Canada.

Customer service issues

  • Airport or airline staff were rude, ignorant, unpleasant
  • Seats on the aircraft were not comfortable
  • Entertainment system was broken
  • There were no restaurants open at the airport

Customs, Immigration and Security

  • Delays as a result of security checks
  • Security taking items from your baggage
  • Agents confiscating duty free items
  • Long line ups
  • Rude agents employees

Frequently asked questions: top four issues

  • How can I find out about my case status?You can check the status of your complaint online: case status update.

    We have received a high number of air travel complaints. We process each complaint as quickly as possible, based on its merit, impartially and in a rigorous manner. Once your case has been reviewed, you will be notified. Learn more about the CTA's Dispute Resolution Services.

  • My flight was delayed or cancelled, what am I entitled to?

    If an airline informs you of a flight delay or cancellation within their control 14 days or less before the original departure time, they will have to compensate you for the inconvenience of the disruption. The amount of compensation depends on the size of the airline and how late you arrive at your final destination.

    Depending on the circumstances, airlines may also be required to provide to you certain assistance such as food, Wi-Fi access, accommodation and communication, if you experienced a flight disruption. They may also be required to provide rebooking or a refund.

    To receive compensation for a flight delay or cancellation, you must make a claim directly with the airline in writing within one year of the delay or cancellation. The airline has 30 days to respond by issuing a payment or by telling you why it believes compensation is not owed.

  • My baggage was damaged. What do I do?

    If your bag is damaged, contact the airline right away

    For damaged baggage: you must file a claim with the airline within 7 days of receiving your baggage.

    Failure to submit a claim within the set time limit could result in the airline denying your claim.

  • My baggage did not arrive at my destination. What do I do?

    If your bag is missing, contact your airline right away.

    • For delayed baggage: you must file a claim with the airline within 21 days of receiving your baggage.
    • For lost baggage: you must file a claim with the airline as soon as possible after 21 days (baggage is considered lost if it has been delayed for 21 days).

    Failure to submit a claim within the set time limits could result in the airline denying your claim.

We are committed to providing excellent service and will always do our best to provide assistance. In return, we expect our employees to be treated with courtesy and respect, before, during and after travel. We understand the situation may be stressful, but aggressive or abusive behaviour makes it difficult for us to deal with your complaint quickly and effectively. We will not tolerate threatening behaviour and inappropriate, derogatory or discriminatory comments on emails, telephone calls or on social media.

Contact information

The call-center is open Monday to Friday, from 8:00 am until 8:00 pm EST: 1-888-222-2592

Email: info@otc-cta.gc.ca

Find out about your case status

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