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Government of Canada Crest - Canadian Transportation Agency

Air Passenger Protection

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Notice

CTA web services will be intermittently down Wednesday, June 10, 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.

Assistance: Food, drinks and accommodations

You may be eligible for support if your flight is delayed, cancelled, or if you are denied boarding for reasons within the airline’s control (including safety-related issues).

If you believe you qualify for assistance, contact airline staff. Keep all receipts—you may need them when filing a claim with the airline or a complaint with the Canadian Transportation Agency (CTA).

Note: Flight disruptions can be complicated. Sometimes, the exact reason—and what you are entitled to—can only be confirmed after your trip or after reaching out to the airline or filing a complaint to the CTA.

Flight delays and cancellations

If your flight is delayed or cancelled for reasons within the airline’s control (including for safety purposes), the airline must provide assistance if:

  • you were informed of the delay or cancellation less than 12 hours before the departure time on your original ticket, and
  • you have waited at the airport for 2 hours or more after the departure time on your original ticket

Assistance includes:

  • food and drink in reasonable quantities
  • access to means of communication such as free Wi-Fi

If you are expected to wait overnight for your new flight, the airline must:

  • offer hotel or comparable accommodation free of charge
  • provide free transportation to and from the accommodation

Bumping (denied boarding)

If you are bumped (denied boarding) due to reasons within the airline’s control (including for safety), the airline must provide assistance before your next flight, including:

  • food and drink in reasonable quantities
  • access to means of communication such as free Wi-Fi

If you are expected to wait overnight for your new flight, the airline must:

  • offer hotel or comparable accommodation free of charge
  • provide free transportation to and from the accommodation

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