Deadlines to file a claim with the airline
Before you can make a complaint with the CTA, you must contact the airline in writing first and give them 30 days to reply. If your claim remains unresolved after 30 days and you want to make a complaint to the Canadian Transportation Agency, you will need to submit proof that you contacted the airline in writing.
You should act upon your complaint as soon as possible. This will help you establish your case (which may be more difficult after time has passed) and ensure that copies of your documents are available. 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.
Send your claim in writing to the airline before these deadlines:
- 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