About the Complaints Portal

In the Complaints Portal, you can:

• sign into the Portal to view information as it becomes available following the reception of a notification email
• review and/or provide additional information and supporting documents related to your complaint before the review begins
• view the airline’s answer to your complaint and submit a reply to the answer within the prescribed deadlines
• find out if the case meets the eligibility criteria
• if the case is eligible, participate in mediation or read the final decision
• add a representative to the case
• withdraw your complaint using the withdraw button in the Portal

To participate fully in the complaint resolution process, you must register in the Complaints Portal. This secure platform allows communication between passengers, airlines, and the CTA.

Access and registration

How do I access the Complaints Portal?

You can access the Complaints Portal at any time after the submission of your complaint. You will need to register and log in with the email address used to submit the complaint.

How to register

1. From the Complaints Portal page select “Request a registration link”
2. Enter the email address, or the representative’s email address used, to submit the complaint
3. Check your email for the invitation and click on the unique link provided
4. Create a password and confirm (re-type) it
5. You will get another email from "OTC | CTA" address. You must select the link on this email to confirm your account
6. You will be redirected to the Complaints Portal. You can now log in using your email and password
7. For added security, every time you log in, you will be asked to enter a 6-digit multi-factor authentication code. This will be sent by email from the "OTC | CTA" address during the login process. Please be sure to check the spam folder in your e-mail for this code

Portal registration help

I forgot my password

Click "Forgot your password?" on the login page to reset it.

Portal support

For assistance with the Complaints Portal, please send an email to info@otc-cta.gc.ca.

Extension requests

Extension requests for airline answers and passenger replies

Airline answer and passenger reply are step 3 of the air travel complaint resolution process. The airline will be given 14 calendar days from the date of the Start Notice to review the complaint and provide information and/or documents to support its answer to the complaint. Once the airline provides its answer within that timeframe, passengers will be notified and have the option of submitting a reply within 4 calendar days.

Airlines can request 4 additional calendar days to provide their answer to the complaint.

Passengers can request 1 additional calendar day to reply to the airline answer.

Submitting a request

1. Select the "Request extra time" button at the top right corner of the Airline answer or Passenger reply section of the Complaints Portal.
2. Explain the reason for the extension request in the text box.
3. Click the Submit extension request button.

The extension request will be reviewed in Step 4 (Eligibility review) of the complaint resolution process. The extension may be approved or declined. Any documents or information provided during the extension period would not be considered, if the request:

• is submitted outside of the Complaints Portal
• is made after the deadline for filing an answer or a reply has already passed
• does not include the reason the original deadline could not be met

Airline Settlement and Withdraws

Received a notification of Airline Settlement?

Passengers and airlines are encouraged to settle a complaint at any time before a Complaint Resolution Officer makes a final decision and order as stated in Section 14 of the Guidelines of the complaint resolution process.

Airlines can advise the Canadian Transportation Agency (CTA) that a settlement has been reached with the passenger by clicking the Report case is settled button. The CTA will then email the passenger to confirm the withdrawal. This email will provide the passenger with a link to confirm either:

1. a settlement has been reached; or,
2. to indicate the complaint was not settled and should continue through the complaint process.

Passengers may also indicate the complaint is settled through the Complaints Portal.

If a passenger receives a settlement notification email and no action is taken, the CTA will consider the complaint withdrawn after 15 calendar days.

Note: The CTA considers a complaint is settled when all parties, airline(s) and passenger(s), agree to settlement terms. These terms include an agreement to withdraw the complaint. Offers of settlement are not considered a settlement agreement.

Looking to withdraw the complaint?

Complaints can be withdrawn at any time through the Complaints Portal.

Once you are logged into the Complaints Portal you will find a “withdraw complaint” button located in the top right of your dashboard.

Using a Representative

How do I add a representative to my complaint?

You do not need a representative to manage your complaint. However, to fully manage and participate in the air travel complaint resolution process, you must access and use the online Complaints Portal throughout the process. Should you feel more comfortable, you may ask someone you trust to represent you and use the CTA Complaints Portal on your behalf.

If you choose to add a representative, all notifications will be sent to their email address. You will not receive emails from the CTA. The representative will be responsible for managing the complaint and sharing any information about the complaint with you.

If you need help to manage and participate in your complaint, but do not want to use a representative, you can ask someone you trust to help you, but you would still receive emails and have access to the Portal.

Adding a representative to a complaint

Prior to Submission:

You may add a representative in the “Contact Information” on the Air Travel Complaint Form. The representative will receive the submission confirmation email, and any further notifications from the CTA related to the complaint case.

After Submission:

You can add a representative in the Portal. Once you are logged into the Portal, you will find the “invite a representative to manage your complaint” button in the top left corner of your dashboard. Once you select your representative, you will no longer have access to the complaint case until a decision is issued. The complaint will be on your representative’s dashboard, and all notifications sent to their email. A representative must be added before a Start Notice is issued, which is the start of the air travel complaint resolution process.

Need more help?

For assistance with the Complaints Portal, please send an email to info@otc-cta.gc.ca.