Notice
CTA web services will be intermittently down Wednesday, March 11, 2026, between 6 p.m. and 10 p.m. (ET) for preventive maintenance. This ensures the ongoing protection of the CTA data and systems. If you are planning on submitting an Air travel complaint form online, we recommend doing so before or after this time period. If you choose to submit a form during the server maintenance period, there's a risk that the information may not be received properly. Please note that you will receive an email confirmation if your form is submitted successfully.
How to make sure you are boarded on your flight
Arrive early and be prepared
It is now more important than ever to arrive at the airport early.
Travel documents such as passport and visas should be updated well ahead of time.
Check your travel documents for check-in, baggage drop-off and boarding deadlines.
Make sure you set aside enough time to go through security and meet these deadlines.
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Check your airline’s website and travel.gc.ca often for any new notifications.
Register for text alerts with your airline to stay informed of flight changes and cut-off times.
What happens if you miss the requirements and deadlines?
You may be refused transport on a flight if you do not meet the airline’s requirements and deadlines to:
- present valid travel documents at the airport
- check in at the terminal
- register and drop off your baggage
- pass through the security screening checkpoints
- arrive at the boarding gate before the airline cut-off time
Failure to meet all these requirements (even if the reason was due to long lines and congestion) may result in the airline not allowing you to travel, even if you hold a valid ticket.
There are no requirements in the Air Passenger Protection Regulations that apply when an airline refuses to transport you on a flight because you did not have proper travel documentation or if you missed these deadlines.
If you miss these deadlines and are refused transportation, the airline’s obligations are set out in its tariff – the contract of carriage between the passenger and the airline, which contains the terms and conditions that apply to your ticket.
The Canadian Transportation Agency does not have the mandate to resolve complaints or claims about:
- customs and immigration agencies (like the Canada Border Services Agency)
- airport security providers (like the Canadian Air Transport Security Authority)
- airport facilities and services (unless the issue is about accessibility)
Passengers who wish to file such complaints should contact these organizations directly.
For more information concerning requirements and planning for travel, please consult Travel.gc.ca and the Canada Border Services Agency’s website.