Air travel complaints

Did you file a claim with an airline and are unsatisfied with the outcome?

The Canadian Transportation Agency’s air travel complaint resolution office reviews complaints, settling disputes between passengers and airlines. This section provides information about the Agency’s process, how to file your complaint with the Agency, and required documentation, as well as answers to frequently asked questions.

How to make an air travel complaint with the Agency

If you booked a Sunwing vacation package on or after May 29, 2025

Please note that effective May 29, 2025, Sunwing Vacations flights are operated by WestJet Airlines.

Passengers submitting complaints about their Sunwing Vacation flight disruption are asked to review their documents and ensure they file complaints with WestJet, rather than the tour operator (Sunwing).

You should act upon your complaint as soon as possible. Keep receipts to support your claim, including all out-of-pocket expenses and airline and baggage fees.

Note: If you fill out a property irregularity report (PIR), a damaged property report or file a baggage claim, you must still contact the airline to file a complaint.

Deadlines to file a claim with the airline

Send your claim in writing to the airline before these deadlines:

Issue	Deadline
Damaged baggage	File a claim with the airline within 7 days of receiving your baggage.
Delayed baggage	File a claim with the airline within 21 days of receiving your baggage.
Lost baggage	File a claim with the airline as soon as possible. Your baggage is considered lost when it is delayed for 21 days or when the airline admits to losing the baggage before 21 days.
Flight delays and cancellations	File a request for compensation with the airline within 1 year of the delay or cancellation. The airline has 30 days to make a payment or explain why not.

Before making a complaint with the CTA, you must contact the airline in writing and wait for a response, which can take up to 30 days. Keep proof of your communication.

Accepted as proof:

Digital copies, screenshots, or photos of:
- An email to the airline’s customer service department
- Your complaint through their online form or the confirmation message
- An online chat with customer service
- A message on social media with a reply from the airline

Not accepted as proof: