If you have unresolved issues with your air carrier, you can rest assured that there is a place you will be heard. The Canadian Transportation Agency is available to deal with specific complaints about your travel experiences.

As the economic regulator of the air transportation industry in Canada, we administer the Canada Transportation Act. We aim to ensure that Canadian and foreign airlines meet their obligations under the law.

The Canadian airline industry has seen major changes, and therefore our role has become more important. That role includes handling consumer complaints, monitoring air fares and addressing violations of the Act in these and other areas.

Quality of Service

If you have been unable to resolve an issue with your airline, you may bring your complaint to the Agency, which will try to resolve complaints on issues such as quality of service either directly with you and the airline or in cooperation with other government bodies.

Terms and Conditions of Carriage

Canadian and foreign air carriers must publish and make available the terms and conditions that apply to your flight and they must comply with them. For example, carriers must establish policies to address such concerns as lost baggage, involuntary denied boarding (bumping), and the transportation of persons with disabilities and minors. These terms and conditions must be reasonable and not unduly discriminatory. If you think such terms and conditions were not met or are unreasonable you can complain to the Agency.

Air Fares and Cargo Rates

On routes within Canada served by only one carrier and its affiliates, we investigate complaints to determine that fares and rates are reasonable, and that carriers are offering an adequate range of fares and rates to travellers and shippers.

Accessible Transportation

We resolve complaints and work to ensure that air carriers remove undue obstacles to the mobility of persons with disabilities.