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Government of Canada Crest - Canadian Transportation Agency

Air Passenger Protection

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Instructions for uploading documents

Gather your documents

  • Collect all documents related to your complaint, such as (but not restricted to):
    • proof of purchase (ticket, invoice, itinerary, booking confirmation)
    • your written complaint to the airline and the airline’s written response (unless they did not respond within 30 days)
    • other supporting documents and receipts
  • You must provide all documents in English or French. Documents in other languages must be translated before being submitted to the Canadian Transportation Agency.

Make copies

  • Copy your documents and keep the originals.
  • Save copies of electronic documents, photos, or screenshots before removing or hiding any information.

Remove sensitive information

  • Remove sensitive personal information from the copies, such as your social insurance number, personal financial data, and credit card numbers. Only keep information that is important to your case.
  • The Canadian Transportation Agency never needs your credit card or bank account numbers. Always remove these from the documents you send.
  • For electronic documents, use photo editing software or a redaction app to black out or remove sensitive information. Free tools are available online.

Check file format and size

  • Accepted formats: gif, jpg, jpeg, png, txt, pdf, doc, xocs, xls, xlsx, msg, eml
  • Each file must be less than 10 MB
  • You can upload up to 20 documents

Upload documents

  • From a Desktop:
    1. In section 4 (Complaint Details) of the form, click the Browse button under the Upload Files box.
    2. Find where you saved your document copies, select the file, and click Open.
    3. You will return to the form and see the file name and size.
    4. Repeat these steps for each document.
    5. To delete a document, click the file name and then the Remove button.
    6. Your files will be sent when you click Submit at the end of the form.
  • From a Mobile Device:
    1. In section 4 (Complaint Details) of the form, click the Browse button under the Upload Files box.
    2. Find where you saved your document copies, select the file, and click Done.
    3. You will return to the form and see the file name.
    4. Repeat these steps for each document.
    5. To delete a document, click the file name and then the Remove button.
    6. Your files will be sent when you click Submit at the end of the form.

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