Air travel complaints resolution process

The Canadian Transport Agency's (CTA) simplified complaint process applies to all air travel complaints, including active complaints that have already been submitted.

If you have already submitted a complaint:

you do not have to submit a new complaint
the new process does not impact the compensation or other entitlements that you may be owed.

The period for a decision is 90 days

This period starts from the issuance of the Start Notice (step 2) — and not from the date the complaint was submitted (step 1).

How the process works

Step 1

Passenger form submitted and goes into the queue

Before the opening notice (official timeline has not started).

Step 2

Opening notice of the complaint resolution process sent (day 0)

Triggers the 90-day deadline for the decision.

Step 5 (optional)

Informal resolution (mediation)

Can start at any time during the 90-day period.

Step 6

Final decision (completed before day 90)

Concludes the process within the 90-day timeline.

Step 1: Passenger complaint form submitted

You submit your complaint using the air travel complaint form. The form collects the information and documents you will need to support your case.

Note: Due to a high volume of complaints, there will be a delay between when a complaint is submitted and when the complaint process will start.

Step 2: Complaint resolution process starts

The CTA issues a Start Notice to you and the airline that starts the resolution process.

Step 3: Airline answer and passenger reply

The airline will be given a maximum of 14 calendar days to review your complaint. It must provide information or documents to support its answer to your complaint. It can also indicate if it wants to try mediation.

Once the airline provides its answer, you will be notified. You can review the information submitted. You have the option of submitting a reply within 4 calendar days of the airline’s answer. You can also indicate if you want to try mediation.

Important: The airline has the option to try to settle the complaint directly with you at any point during the process, without involving the CTA.

Step 4: Eligibility review

A CTA Complaints Resolution Officer will determine if your complaint meets the following criteria:

Your complaint has to involve a flight incident that the CTA can address, such as a flight delay. Please consult Air travel issues outside the Canadian Transportation Agency’s jurisdiction for a list of subjects that the CTA cannot deal with.
You, or the people you are submitting the complaint for, experienced the flight incident raised in your complaint. For example, you cannot submit a complaint about something that you heard about on the news.
You are seeking compensation, a refund, or reimbursement for expenses from the airline related to the flight incident raised in your complaint. The CTA cannot award compensation for pain, suffering, or loss of income.
You have already sent your complaint to the airline in writing before submitting the complaint to the CTA, waited 30 days for the airline’s answer, and your complaint remains unresolved.
Your complaint cannot be vexatious or made in bad faith.

If your complaint does not meet these criteria, we may find it ineligible, and you will be notified by us.

Step 5: Informal resolution (mediation) Optional

If your complaint has moved forward, the next step in the process is mediation. Mediation is an optional step where you and the airline have the opportunity to resolve your complaint informally. Mediation must start within 30 days of receiving the Start Notice.

If you and/or the airline do not agree to mediation:

Your complaint will move forward to step 6 for a final decision.

If you and the airline agree to mediation:

The Complaints Resolution Officer (CRO) prepares a package for you and the airline. It will include information and documents provided by you and the airline, as well as the applicable regulations and terms and conditions of your airline ticket.

If the informal resolution is successful, and you and the airline come to an agreement, you would withdraw your complaint and the complaint process would end.

If the informal resolution is not successful, and you and the airline do not come to an agreement, then the CRO will move forward for a final decision.

Step 6: Final decision

The CRO will:

Analyze and evaluate the positions and evidence provided by you and the airline.
Within 90 days of the Start Notice, will issue a confidential and binding decision.
Will determine whether the airline met its obligations and if a remedy (compensation, refund, or reimbursement) should be ordered.

This ends the complaint process.

Note: Complaint Resolution Officers (CROs) may use Artificial Intelligence (AI) to revise grammar, spelling, sentence structure and produce summaries of evidence when drafting decisions. The CTA respects applicable privacy and intellectual property rights while using AI.

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