Complaints Portal
The Canadian Transportation Agency (CTA) Complaints Portal is the secure online platform that passengers and airlines must use to manage and participate in the complaint resolution process.
About the Complaints Portal
In the Complaints Portal, you can:
- review the information and supporting documents related to your complaint
- get notifications from the CTA
- view the airline’s answer to your complaint and submit a reply to the answer
- find out if the case meets eligibility criteria
- if the case is eligible, participate in mediation or read the final decision
To participate fully in the complaint 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?
Once your complaint has moved through the queue and is close to step 2 (Start Notice) of the resolution process, you will receive an email from OTC | CTA (Canadian Transportation Agency) with a unique link to register on the secure CTA Complaints Portal.
For security, invitations are only sent to the email address used to create and submit the complaint to the CTA.
For further security, every time you login to the Portal, you will be asked to enter a 6-digit multi-factor authentication code sent by email from "OTC | CTA (Canadian Transportation Agency) during the login process.
How to register
- Click the link on the email from "OTC | CTA (Canadian Transportation Agency)" asking you to register on the Complaints Portal
- Fill in your name and your email. You must use the same email to which the invitation to register was sent
- Create a password and confirm (re-type) it
- You will get another email from "OTC | CTA" address. You must select the link on this email to confirm your account
- You will be redirected to the Portal. You can now log in using your email and password
- For added security, every time you log in, you will be asked 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 have not received an email to register for the Complaints Portal yet
Invitations to register on the secure CTA Complaints Portal are sent by email when your air travel complaint is close to step 2 (Start Notice) of the complaint resolution process. You must use the portal to participate in the process.
I forgot my password
Click "Forgot your password" on the login page to reset it.
Portal support
Need help using the portal? You can call 1-888-222-2592, Monday to Friday, from 8:00 am until 8:00 pm ET.
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, 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
- Select the "Request extra time" button at the top right corner of the Airline answer or Passenger reply section of the Complaints Portal.
- Explain the reason for the extension request in the text box.
- 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
Need more help?
For more information, please read the extension request section in these guides:
Complaint confirmation
On September 30, 2023, a new complaint resolution process came into effect under the Canada Transportation Act (Act).
All complaints, including those submitted before September 30, 2023, must meet new eligibility criteria set out in the Act in order to move forward in the complaint resolution process.
Complaints submitted after September 30, 2023
- You do not need to confirm your complaint. The information to review the eligibility was collected in your complaint form.
- You will receive an email with a unique registration link for the Canadian Transportation Agency’s (CTA) online Complaints Portal before your case moves to the complaint resolution process.
- To participate fully in the complaint process, you will need to register in the Complaints Portal. This secure platform allows communication between passengers, airlines, and the CTA.
Complaints submitted before September 30, 2023
- You will receive an email asking you to confirm your complaint information before it can be processed.
- The email will include a unique registration link for the CTA’s Complaints Portal where you can confirm your complaint.
- You will be able to review, update your information and documents and confirm your complaint in the portal so it is ready for the new complaint resolution process and the eligibility criteria.
How do I know if it is time to confirm my complaint?
Check to see if you have received an email from the CTA with your unique registration link for the Complaints Portal.
What if I don’t confirm my complaint?
If you submitted a complaint before September 30, 2023, and do not confirm your complaint, it cannot move forward in the complaint resolution process.
If you still want your case to go through the complaint resolution process, you must confirm your complaint in the Complaints Portal. You will receive a reminder email when you have 12 months left to confirm your case. After 12 months, your case will be considered closed. You will need to submit a new complaint if you want to pursue your claim.
What if I haven’t received a complaint confirmation email yet?
If you submitted your complaint before September 30, 2023, you will receive an email from the CTA before your case moves to the complaint resolution process. This email will be sent to the email address you used on your original complaint. You can also check your spam folder if you cannot find an email.
Can I withdraw or cancel my complaint?
If your complaint was already resolved with the airline or you do not want to continue with the air travel complaint resolution process, you must withdraw the complaint in the Complaints Portal or use the secure withdrawal link in the complaint confirmation emails.
How do I confirm my complaint information?
If you submitted a complaint before September 30, 2023, and receive an email from the Canadian Transportation Agency asking you to confirm your complaint information, you must:
- click the unique Complaints Portal registration link in the email
- register in the Portal
- The Portal is where passengers and airlines can manage and participate in the complaint resolution process
- select the complaint that you wish to confirm
- follow the 6 steps to review your complaint and add any information you think is missing, including:
- details about the issues
- what you are claiming
- who was affected
- any documents that may support your claim
- click the "Submit your confirmation" button when you are sure your complaint is complete
You must complete the steps in order.
All the information and documents you provided in the original submission are uploaded to the Complaints Portal. Please check the information and documents carefully.
The next steps guide you through the information and documents required to meet the eligibility criteria.
The documents listed are the original documents you submitted. You can add additional documents, such as tickets, receipts for expenses (if any), and all your communication with the airline. You cannot remove the original documents.
This is the last chance to add additional documents.
Review and confirm that the flight information in the complaint is correct.
For each flight, please make sure all issues are listed, such as flight delays or baggage. You can have multiple flights and multiple issues. You can add, edit, or delete issues as required.
You cannot do this step until steps 1 to 3 are complete.
In order to meet the new eligibility criteria, you must include the desired remedy or outcome you want. Outcomes are based on the issues identified in Step 3: Review or update flights and issues. Outcomes can include:
- refund of ticket(s) and the amount you want
- reimbursement for out-of-pocket expenses and the amount you want
- compensation for inconvenience (only for flight delays, cancellations or bumping (denied boarding). The amount is pre-determined by the Air Passenger Protection Regulations based on the size of the airline and the length of the delay arriving at the destination airport.
- compensation for lost, damaged or delayed baggage and the amount you want
Please review the original complaint summary in the Case details box. This is your last chance to update it with any additional details about your complaint that were not in the original submission.
In the Case details box, you must include:
- a statement on whether you agree or disagree with the airline’s reason for the incident and why
- a list of people affected by the flight issue(s) in the original complaint
- say if you were personally affected by the flight incident
- say if you are representing or submitting on behalf of other people affected by the incident and include their name(s).
Note: You cannot add new passengers not listed in the original complaint. They would need to submit their own complaint.
Remember to click on the Save description button.
Once you have finished steps 1–5, you must:
- review the required documents list
- agree that once you submit the confirmation you cannot make any further changes, and the complaint will move forward
You must click the "Submit your confirmation" button for your complaint to move to the complaint resolution process.
When will the complaint be reviewed?
Once you have completed the review and clicked the “Submit your confirmation” button, you will see that the case on the Portal dashboard is now green and labelled as “Cases in progress.”
You will receive a Start Notice email when your case moves to the beginning of the complaint resolution process.
You can use the Complaints Portal to participate in the complaint review process. You will be able to:
- see the information and supporting documents related to the complaint
- get notifications from the CTA
- view the airline’s answer to the complaint and submit a reply to the answer
- find out if the case meets eligibility requirements
- if the case is eligible, participate in mediation or read the final decisions and orders
Need more help?
You can call 1-888-222-2592, Monday to Friday, from 8:00 am until 8:00 pm EST.