The Canadian Transportation Agency (CTA) may be able to review complaints about the air portion of travel booked through a travel agency or as part of a tour package.

Complaints about the land portion or travel services fall under provincial jurisdiction. These are services booked through a travel agency or as part of a tour package, for example, accommodation, transfers to and from airports and excursions. Your travel agency or tour operator (including online reservations) must be registered with a provincial authority in Canada in order to help you.

Please consult the provincial or territorial government authority for consumers.

Visit the air transportation section of the Government of Canada Consumer Hub for complaints about customs, security screening, baggage inspection or airport security, for example:

• delays as a result of security checks
• security taking items from your baggage
• agents confiscating duty free items
• long line-ups
• rude employees

Contact the airport for issues related to airport facilities or services. These issues include:

• lost and found: items left in public areas in the airport terminal buildings
• up-to-date flight information
• terminal maps
• food and shopping services
• baggage storage
• parking
• car rentals

Contact the airline for complaints about airline customer service. Examples:

• treatment by airline staff
• food quality
• seat or cabin comfort
• entertainment system issues

Contact the Transportation Safety Board of Canada for complaints about transportation safety or unsafe practices on the plane.

Contact the Competition Bureau of Canada for complaints related to false advertising, pricing, mergers and acquisitions.

If you experience a human rights issue during air travel, such as discrimination based on race, gender identity or expression, you can find out more about human rights complaints and processes or file a complaint directly with the Canadian Human Rights Commission.

For information on aircraft noise, visit Transport Canada’s Managing noise from aircraft.

Only Air Canada is subject to the Canada’s Official Languages Act. Contact the Office of the Commissioner of Official Languages for issues related to bilingual service.

You can submit an air travel complaint to the Canadian Transportation Agency if your flight was to, from, or within Canada, including connecting flights. If any part of your trip involved leaving or arriving in Canada, it is considered as travel to or from Canada. This also applies to cancelled flights and connections outside Canada.

For flights outside Canada, you can contact similar agencies in other countries or regions, such as:

• United States of America: Department of Transportation (DOT)
• Europe: National Enforcement Bodies (NEB) Air passenger rights Your Europe