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Air Transat Leading The Way With Digital Travel Voucher Redemption

Air Transat’s rapid and efficient response to compensate those passengers who have been impacted due to flights cancellations, as a result of COVID-19.

Business Challenge/ Context

In March 2020, airlines around the globe cancelled a significant number of their passenger flights in response to the travel restrictions, as a result of the global COVID-19 pandemic. Air Transat compensated customers whose flights were impacted by issuing vouchers, covering the complete cost of the flights and associated ancillaries that were purchased in their cancelled booking. The vouchers can be used to purchase new flights and ancillaries such as bags, seats, meals and their “Option Plus” bundle (baggage, seat selection and priority boarding). Up to September 2020, the vouchers issued could only be redeemed to make new bookings through the Air Transat call centre, who manually processed them. This resulted in long wait times in the call centre, driving additional costs for the airline and creating frustration for its customers. Air Transat wanted to enable customers to use the vouchers on-line to purchase new flights and ancillaries. Datalex, as Air Transat’s eCommerce platform partner, was invited to explore the possibility of a more streamlined, self-service online solution.

Datalex and Air Transat designed and delivered a customer-centric solution that would enable online validation and fulfilment of the vouchers. The Datalex solution enables Air Transat’s customers to enter their voucher numbers as an online payment option, where a single customer can use multiple vouchers at the same time. The vouchers are first checked for validity against the Central Reservation System (CRS). If validation is successful, the customer is immediately informed how much each voucher will deduct from the total amount that is due. With this new capability, Air Transat customers can use their vouchers in combination with other forms of payment, such as credit cards, when making a booking online. With this new Datalex solution, Air Transat customers no longer have to contact the call centre to use their voucher(s). Air Transat agents no longer need to manually process vouchers, reducing costs and improving the overall customer experience.

Results/ Impact

In response to this COVID-19 urgent requirement, Datalex rapidly deployed and went live with this key capability for Air Transat on 1 October, 2020.

“Since our Go-Live with the new vouchers as a form of payment capability, I can report that roughly one third of redeemed vouchers have been transacted online. We see bookings paid by voucher only, as well as voucher plus credit card. It was a very smooth delivery. Congratulations to the Datalex team and great job!”

Bamba Sissoko VP Information Systems at Air Transat

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Air travel complaints overview

Air travel complaint resolution process.

The CTA's simplified complaint process will be easy to access, more efficient and use new systems and technology to deliver faster outcomes to air passengers who submit complaints to the CTA. The process applies to all air travel complaints, including active complaints that have already been submitted. 

If the complaint meets the eligibility requirements, the passenger and the airline can resolve the case informally through mediation, or a Complaints Resolution Officer will analyze and evaluate the complaint and issue a confidential and binding decision that will determine whether the airline met its obligations and if a remedy (compensation, refund, or reimbursement) should be ordered. 

If you have already submitted a complaint:

• you do not have to submit a new complaint
• the process does not impact the compensation or other entitlements that you may be owed.

Read more about the air travel complaint resolution process .

Case status.

The status of your case may be checked online , at anytime.

We continue to receive a high number of new complaints.

The wait time between when you submitted your case and when it is reviewed can be more than 18 months . We assure you that the wait time will not affect the outcome of your case review. 

The case status result is the most up-to-date information available about your case. Please do not resubmit the same complaint .

Make a complaint

Frequently asked questions

What information and documents do i need to submit a complaint.

You will be asked in the form to provide  information  about your  flight  and the  problems  you experienced. You will also need to  upload your documents  throughout the form. It will be easier if you have your all information and documents in  one place  on your computer, tablet or phone. The documents will need to be in a  digital format  for upload, as we cannot accept physical copies.

Documents and information you will need:

• Proof that you contacted the airline in writing
• Airline ticket, booking confirmation or invoice
• Airline booking number or reservation code
• Booking details, including the complete flight itinerary

Documents and information you may also need:

• Receipts for out-of-pocket expenses related to the problem you experienced
• Ticket number
• Boarding pass
• If you were denied boarding (bumping), you will need written confirmation of what the airline offered you

For baggage-related issues, you may also need:

• Property Irregularity Report (PIR) or Incident report
• Damaged property report, if provided
• Complete list of missing or damaged items, including the value per item
• Receipts for replacement items

Can I submit a complaint about an accessibility issue?

Persons with disabilities have a right to barrier-free travel. The CTA can help with issues about the:

• accessibility of flights to, from, and within Canada
• accessibility of airports in Canada
• accessibility of transportation services by an airline or terminal in Canada
• accessibility of trains, ferries and buses that operate between provinces or territories or between Canada and the United States, as well as rail stations and ferry terminals in Canada

Submit an accessible transportation complaint

For more information about the Accessible Transportation for Persons with Disabilities Regulations, visit our Accessible Transportation page.

What are the eligibility criteria for an Air travel complaint?

Your complaint must meets the following criteria:

• Your complaint has to involve a flight incident that the CTA can address, such as a flight delay. Please visit our website for a list of things that the CTA cannot address such as airport security screening or airline customer service.
• You, or the people you are submitting the complaint for, actually experienced the flight incident raised in your complaint. For example, you cannot submit a complaint about something that you heard about on the news.
• You are looking for   compensation , a refund, or reimbursement for expenses from the airline related to the flight incident raised in your complaint. The CTA cannot award compensation for pain and suffering, or loss of income.
• You have already sent your complaint to the airline in writing before submitting the complaint to the CTA, waited 30 days for the airline's answer, and your complaint remains unresolved.
• Your complaint cannot be vexatious or made in bad faith.

You should also note, if it is clear from the information provided in your complaint, that the airline has fulfilled its obligations under the tariff (the legal document that contains the terms, conditions and other rules that apply to your airline ticket), the complaint may be ineligible. For example, if the airline has already provided you with the compensation you were owed, your complaint would not move forward.

Are there time limits or deadlines for submitting a complaint?

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.

Before you submit a complaint to the CTA, you must contact the airline and wait 30 days for their reply.

Deadlines to contact or submit a complaint to the airline:

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.

Do I have to show up in person?

No, your case resolution and any exchange of information or documents will be done electronically.

Are there any costs or fees to submit an air travel complaint?

No. It doesn’t cost anything to submit an Air travel complaint to the CTA.

Do I need a lawyer?

No, you can complete the Complaint form and any actions required during the complaint resolution process yourself. You can, however, have a friend, family member, representative or lawyer submit your complaint form, but you and anyone included in your complaint, must have actually experienced the flight incident raised in the complaint. 

Can I submit a complaint on behalf of someone else?

Yes, as long as you have their consent. Parents/legal guardians do not require consent to act on behalf of their minor children.

Using a representative to manage your air travel complaint

Do i need a representative.

No, you do not need a representative to manage your complaint. However, to fully manage and participate in the air travel complaint resolution process , you must access and use the online CTA eServices Portal throughout the process. Should you feel more comfortable, you may ask someone you trust to represent you and use the CTA eServices Portal on your behalf.

If you choose to add a representative, all notifications will be sent to their email address. You will not receive emails from the CTA or have access to the Portal . The representative will be responsible for managing the complaint and sharing any information and decisions about the complaint with you. Once you appoint a representative, you will not be able to undo this action .

If you need help to manage and participate in your complaint, but do not want to use a representative, you can ask someone you trust to help you, but you would still receive emails and have access to the Portal.

Adding a representative before you submit a complaint:

Adding a representative after you submit a complaint:.

Once your complaint has moved through the queue and is nearing the start of the air travel complaint resolution process , you will receive an email invitation to register in the CTA eServices Portal. You can add a representative in the Portal at that point. Your representative can also help you register for the portal.

No, you do not need a lawyer. You can complete the online  air travel complaint form and any actions required in the CTA eServices Portal during the complaint resolution process yourself or using a representative. You can, however, have a lawyer represent you if you wish.

How can I add a representative?

For new complaints:.

You can have someone you trust as your representative when submitting a complaint using the online air travel complaint form . You can also add a representative once you are registered in the CTA eServices Portal . Your representative can help you submit your complaint or register for the portal. Note: Only your representative will have access to the complaint and receive related emails.

A representative must be added before a Start Notice is issued in the CTA eServices Portal, which is the start of the air travel complaint resolution process . The Start Notice will not be issued before registration in the Portal is complete.

For existing complaints:

Once your complaint has moved through the queue and is nearing the start of the air travel complaint resolution process , you will receive an email invitation to the CTA eServices Portal . You can add someone you trust to represent you once you are registered in the Portal. You can also have this representative help you register for the Portal. Note: Only your representative will have access to the complaint and receive related emails.

A representative must be added before a Start Notice is issued, which is the start of the air travel complaint resolution process. The Start Notice will not be issued before registration in the Portal is complete.

What is the deadline for adding a representative?

A representative must be added before a Start Notice is issued , which is the start of the air travel complaint resolution process . The Start Notice will not be issued before registration in the Portal is complete.

You can have someone you trust as your representative when submitting a new complaint through the online air travel complaint form . You can also add a representative once you are registered in the CTA eServices Portal . Your representative can help you submit your complaint or register for the portal. Note: Only your representative will have access to the complaint and receive related emails.

What will the representative do?

The representative will receive all the notifications and emails from the CTA about the complaint. They will be responsible for managing the complaint in the CTA eServices Portal , the online platform that must be used to track and participate in the complaint process. This includes:

• withdrawing a complaint if it has already been resolved with the airline or if you don’t want to continue with the complaint resolution process
• reading the airline's answer to your complaint, as well as documents and information provided by the airline
• filing a reply to the airline's answer
• deciding whether you want to participate in mediation with the airline
• receiving notification of whether your complaint meets the eligibility requirements in the Canada Transportation Act
• receiving notification of the final decision on the case

The representative will also be responsible for sharing any information and decisions about the complaint with you. You will not receive emails from the CTA or have access to the Portal .

What will the representative need to know?

The representative should be informed about the details of the complaint and have access to all the documentation about the complaint.

Can I submit a complaint for myself and my children (under the age of 18) travelling together?

Yes, you can select this option in the air travel complaint form . You would be the representative for your children and will receive all the notifications and emails from the CTA about the complaint. You will be responsible for managing the complaint in the CTA eServices Portal, the online platform that you and the airline must use to track and participate in the complaint process. You will also be responsible for sharing the information and outcome with them. They will not receive emails from the CTA or have access to the Portal .

You can add a representative in the Portal if you prefer not to manage the complaint on the online platform. For more information read What will the representative do .

Can I submit a complaint for myself and other adults travelling together?

Yes, you can select this option in the air travel complaint form . You would be the representative for the other adults and will receive all the notifications and emails from the CTA about the complaint. You will be responsible for managing the complaint in the CTA eServices Portal, the online platform that you and the airline must use to track and participate in the complaint process. You will also be responsible for sharing any information and decisions about the complaint with them. They will not receive emails from the CTA or have access to the Portal .

Can I submit a complaint on behalf of my children (under the age of 18) who travelled without me?

Yes, you can select this option in the air travel complaint form . You would be the representative for your children and will receive all the notifications and emails from the CTA about the complaint. You will be responsible for managing the complaint in the CTA eServices Portal, the online platform that you and the airline must use to track and participate in the complaint process. You will also be responsible for sharing any information and decisions about the complaint with them. They will not receive emails from the CTA or have access to the Portal .

Need more information or help?

Call us at 1-888-222-2592, Monday to Friday, 8:00 am to 8:00 pm EST.

Can I submit a complaint about any problem I experience while flying or at the airport?

Depending on the reason for the delay or cancellation, the airline may have to offer  assistance  (food/drinks, communication, overnight accommodation),  rebooking ,  refunds , or  compensation  for inconvenience.

Note: Tarmac delays  are when the plane is delayed on the ground, with the doors closed, before take-off or after landing.

For more information about flight disruptions, please visit  Flight delays and cancellations

Deadlines for filing baggage claims:

To be eligible for compensation, refunds or reimbursement, you must have filed a claim with the airline:

• within  7 days  of receiving your  damaged  baggage
• within  21 days  of receiving your  delayed  baggage on  international flights
• as soon as possible  for  delayed  baggage on flights within Canada
• as soon as possible  for baggage that is considered  lost

If you did not  submit a claim within these time limits , the airline could deny your claim.

For more information about baggage complaints, please visit  Lost, damaged or delayed baggage .

Denied boarding (bumping)  is when there are  more passengers  with valid tickets who have checked in and arrived at the boarding gate  than seats on the plane . This can happen if the flight is oversold or if the plane is changed to one with fewer seats.

Note: Denied boarding is not the same as Refusal to transport , which is when a passenger is not allowed to travel on their flight because of problems with travel documents, pets, ticket payment, missed deadlines, behaviour, health, safety, or for security reasons.

Depending on the reason for  denied boarding (bumping) , the airline may have to offer  assistance  (food/drinks, communication, overnight accommodation),  rebooking  or  refunds , and  compensation  for inconvenience.

Before bumping a passenger , airlines must first ask for volunteers. If you are moved to a later flight, the airline must provide you with a  written confirmation of the benefits  that you accepted. Compensation is only given if the reason for denied boarding was within the airline’s control.

For more information on Denied Boarding (Bumping), please visit  Denied boarding (Bumping) .

This is the full or partial amount you paid for your ticket to your original form of payment. The amount for a partial refund will be calculated based on the original ticket as shown on your ticket, booking confirmation, receipt, or invoice.

This is the amount you paid for your additional fees, including baggage fees, pre-booked seats or pre-paid meals.

This includes  receipts  for food and drinks, access to communication (Wi-Fi, phone or roaming charges), accommodation for overnight delays, and transportation to and from the accommodation.

For  baggage issues , this includes receipts for replacing or renting items that were lost or damaged as well as baggage fees.

This category includes complaints about:

• seating of children near a parent or guardian
• unaccompanied minors
• refund of ticket(s) as a result of a cancelled reservation
• travel credits or vouchers
• charges or changes to my ticket or reservation
• issues with seating
• error(s) with my issued ticket
• airline fares
• loyalty programs operated by an airline

The 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  services  of travel booked through a travel agency or as part of a tour package (accommodation, transfers to and from airports, excursions, etc.) fall under provincial jurisdiction.

Please consult the  provincial or territorial government authority for consumers . Your travel agency or tour operator (including on-line reservations) must be registered with a provincial authority in Canada in order to help you.

For complaints about  customs ,  security screening ,  baggage inspection  or  airport security , visit the air transportation section of the Government of Canada  Consumer Hub .

For issues related to  airport facilities or services  (not related to accessibility), you can  contact the airport  directly.

They can help you with:

• 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
• Car rentals

For complaints about  airline customer service , you should  contact the airline  directly.

For complaints about  transportation safety  or  unsafe practices  on the plane, you can contact the  Transportation Safety Board of Canada .

For complaints related to  false advertising ,  pricing ,  mergers and acquisitions ; etc., contact the  Competition Bureau of Canada .

If you experience a  human rights issue  during air travel, such as discrimination on the basis of 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 .

If you have an issue about  airplane noise , you can get more information from Transport Canada's  Managing noise from aircraft  website.

For issues related to  bilingual service , please contact the  Office of the Commissioner of Official Languages .

eServices Portal

What is the eservice portal.

The eServices Portal is the online platform where passengers and airlines can track and participate in the air travel complaint resolution process .

Passengers will be emailed a unique Portal registration link from OTC | CTA (Canadian Transportation Agency) shortly before their complaint resolution process begins.

Note: Due to a high volume of complaints, there will be a delay between when a complaint is submitted and when the complaint resolution process will start.

To fully participate in the complaint process, passengers must register in the eServices Portal. This secure platform allows communication between the passenger, the airlines, and the CTA.

In the eServices Portal, passengers are able to:

• review the information and supporting documents related to their complaint
• get notifications from the CTA
• view the airline's answer to their complaint and submit a reply to the answer
• find out if the case meets eligibility requirements
• if the case is eligible, participate in mediation and/or read the final decision

Email invitation to register for the eServices Portal

The CTA eServices Portal is the secure online platform that passengers and airlines must use to manage and participate in the complaint during the air travel complaint resolution process .

Invitations to register on the CTA eServices Portal are sent by email when your air travel complaint is close to step 2 (Start Notice) of the air travel complaint resolution process . You must use the Portal to participate in the process.

For security, invitations are only sent to the email address used to create and submit the complaint to the CTA.

For further security, every time you login to the Portal, you will be asked to enter a 6-digit multi-factor authentication code that will be sent by email from OTC | CTA during the login process.

How to register:

• Click the link on the email from OTC | CTA (Canadian Transportation Agency) asking you to register on the eServices Portal. 
• Fill in your name and your email. Note: You must use the same email that the invitation to register was sent to.
• Create a password and confirm (re-type) it.
• You will get another email from OTC | CTA. You must click the link on this email to confirm your account.
• You will be redirected back to the Portal and you can now log in using your email and password.
• For added security, every time you log in, you will be asked to enter a 6-digit multi-factor authentication code , that will be sent by email from OTC | CTA during the login process.

I have not received an email to register for the eServices Portal yet

The eServices Portal is the secure online platform that passengers and airlines must use to manage and participate in the complaint during the air travel complaint resolution process .

Once your complaint has moved through the queue and is close to step 2 (Start Notice) of the resolution process, you will receive an email from OTC | CTA (Canadian Transportation Agency) with a unique link to register on the secure CTA eServices Portal.

Invitations will be sent to the email address used to create and submit the complaint to the CTA.

Please note: We continue to receive a high number of complaints. The wait time for an air travel complaint to be reviewed can be more than 18 months.

Portal registration help

Invitations to register on the secure CTA eServices Portal are sent by email when your air travel complaint is close to step 2 (Start Notice) of the air travel complaint resolution process . You must use the portal to participate in the process.

• You will get another email from OTC | CTA. You must click the link on this email to confirm your account.

Forgot your password?

Click "Forgot your password" on the login page to reset it.

Portal support guides

If you need help using the portal, these guides will help you use all the features and steps to participate in your complaint resolution. You can also call 1-888-222-2592, Monday to Friday, from 8:00 am until 8:00 pm ET.

• Passenger eServices Portal Guide
• Airline eServices Portal Guide

Case confirmation

On September 30, 2023, Parliament gave the Canadian Transportation Agency (Agency; CTA) the power to clarify and simplify the way it handles air travel complaints. All complaints, including those submitted before September 30, 2023, must meet new eligibility criteria set out in the Canada Transportation Act (Act) in order to move forward to dispute resolution and decision.

Case confirmation only applies to complaints that were submitted before September 30, 2023. If you have submitted such a complaint, you will receive an email with instructions on how to confirm your case. This is your opportunity to review, update, and confirm the information and documents in the complaint so it is ready for the new air travel complaint resolution process .

If you submitted a complaint after September 30, 2023, you will not need to confirm your case. The information necessary to assess the eligibility of your complaint was already submitted as a result of using the Agency's new complaint form that reflects the changes to the Act.

Only passengers who have submitted a complaint before September 30, 2023, and received an email from the Agency requesting them to join the eServices Portal must complete their case confirmation. If you do not complete this step, the complaint will not move forward in the air travel complaint resolution process .

When a case submitted before September 30, 2023, is nearing the start of the air travel complaint resolution process , passengers will receive an email to invite them to join the eServices Portal and complete the case confirmation.

Case confirmation is your opportunity to review, update, and confirm the information and documents in the complaint submission so it is ready for the new process .

Passengers will be emailed a unique portal registration link from OTC | CTA (Canadian Transportation Agency) as part of the case confirmation email.

To participate in the complaint process and complete the case confirmation, passengers must register in the eServices Portal . This secure platform allows communication between the passenger, the airlines, and the CTA.

This is your opportunity to review your air travel complaint if it was submitted before September 30, 2023. All the information and documents from the original submission have been uploaded to the eServices Portal . You have one chance to verify the details and add information or documents to the complaint if you think something is missing.

The complaint must meet the new eligibility criteria in the Canada Transportation Act .

You can review and make any updates by completing the six (6) steps of the case confirmation. 

Review original submission (step 1)

All the information and documents from the original submission have been uploaded to the eServices Portal . In Step 1: Review original submission, please check the information and documents you provided in your original complaint. 

In the next steps, you will be guided through the information and documents required to meet the eligibility criteria in the Canada Transportation Act . 

Review/update documents (step 2)

The documents listed are the original documents you submitted. You can add additional documents, such as tickets, receipts for expenses (if any), and any communication with the airline. Note: the original documents cannot be removed. 

If there are additional documents to add to the complaint, this is the last chance to provide them .

Review/update flights and issues (step 3)

Please review and confirm that the correct flight information is listed.

For each flight, please make sure all issues, such as flight delay or baggage, are listed. Passengers can have multiple flights, and multiple issues.

There is an option to add, edit, or delete issues as required.

Review/update desired outcome (step 4)

In order to meet the new eligibility criteria in the Canada Transportation Act , you must include the desired outcome(s).

Outcomes are based on the issues identified in Step 3: Review/update flights and issues. Outcomes can be:

• refund of ticket(s) and the amount you want.
• reimbursement for out-of-pocket expenses and the amount you want.
• compensation for inconvenience (only for flight delays/cancellations or denied boarding). The amount is pre-determined by the Air Passenger Protection Regulations based on the size of the airline and the length of the delay arriving at the destination airport.
• compensation for lost, delayed or damaged baggage and the amount you want.

Update incident details (step 5)

You can review the original incident description. This is the chance to add any additional details about the complaint that were not in the original submission. In the incident description box, you must: 

• include a statement on whether you agree or disagree with the airline's reason for the incident and why 
• say if you were personally affected by the flight incident.
• say if you are representing or filing on behalf of someone who was personally affected by the incident and include their name(s)

Note: You cannot add new passengers that were not listed in the original complaint. They would need to submit their own complaint.

Complete the confirmation (Step 6)

Once all the steps are completed and you are ready to complete the confirmation, you must click the "Complete the confirmation" button.

Once you have completed the confirmation, no further changes can be made and the complaint will move forward.

Once your complaint is nearing the start of the air travel complaint resolution process, the CTA will invite you by email to register for the eServices Portal .

Once registration is completed successfully, you will be able to log into the eServices Portal and select the complaint cases requiring case confirmation. You can review and update the information and documents as needed throughout the six (6) steps of the case confirmation. You will be prompted to review and accept the acknowledgment that the complaint is ready for submission. You must press the green "submit your confirmation" button to complete the process.

Once completed, you will see the complaint case on the eServices Portal is now in green and awaiting the start of the complaint review process.

After completing and submitting the case confirmation, an additional email to advise of the Start Notice will be sent to the email address on file. The Start Notice marks the start of the air travel complaint resolution process .

Once the Start Notice email has been sent, and the air travel complaint process has begun, you must use the eServices Portal to participate and manage the complaint review process.

If you need help, this guide will help you use all the features and steps to complete the passenger confirmation. You can also call 1-888-222-2592 , Monday to Friday, from 8:00 am until 8:00 pm ET.

• eServices Portal guide for cases requiring passenger confirmation

Information about air travel complaint decisions

The Canadian Transportation Agency (CTA) cannot provide explanations or comments on decisions that are made by Complaint Resolution Officers (CRO) about air travel complaints. The CRO’s decisions speak for themselves.

CROs are designated under section 85.02 of the Canada Transportation Act (Act) to resolve disputes between the two parties (the airline and the passenger) in air travel complaint cases if the parties are not able to resolve the dispute themselves. The CRO’s role is to assess whether a passenger complaint is eligible for the resolution process, mediate the dispute if both parties agree to try mediation, and, if necessary, make a final, binding and confidential decision.

Eligibility assessment

The CRO will determine if an air travel complaint meets the eligibility criteria set out in the Act. If a complaint is ineligible, it will not move forward in the complaint resolution process and the case will be closed.

Eligibility criteria were put in place (under subsection 85.04(2) of the Act) to ensure that passengers only bring forward issues that are under the CTA’s mandate and responsibility.

Complaints assessed as ineligible

In some situations, a passenger may be able to file a new complaint using the CTA’s online complaint form after receiving an ineligibility assessment. This would apply if the passenger can take the necessary steps to ensure their complaint meets the eligibility criteria.

The following are examples of reasons why a complaint did not meet the eligibility criteria and how they can be addressed. Once addressed, the passenger could decide to file a new complaint:

• If a passenger has not clearly stated to the CTA what type of outcome they are looking for (a refund, reimbursement of expenses or compensation) in their complaint, they may file a new complaint and provide this missing information;
• If a passenger has not made a written request to the airline first to try to resolve the dispute, and if the dispute remains unresolved after 30 days, the passenger may be able to take this missing step and then file a new complaint with the CTA.

Passengers are encouraged to carefully read the eligibility assessment letter issued by the CRO as it will explain why the complaint is ineligible. The CTA cannot provide any further explanations or comments on how a passenger’s complaint may or may not meet the eligibility criteria. 

Learn more about the eligibility criteria .

Final decisions and orders

If an air travel complaint meets the eligibility criteria set out in the Act, a CRO will analyze and evaluate the positions and evidence provided by both parties, including the airline’s answer and the passenger’s reply, if submitted, and issue a final decision and order on the case. 

Note: Complaints that include multiple issues (i.e., a flight delay and lost baggage) or multiple outcomes requested (i.e., compensation for inconvenience, refund and reimbursement of expenses) may have more than one order in a decision.

These decisions and orders are binding on the parties. If a CRO makes an order against an airline in a final decision, the airline must comply with the order within the specified time. 

Once the CRO has issued a final decision in a case:

• the passenger cannot file a new complaint about the same issues;
• the CTA cannot provide further explanations about the final decision or order.

Challenging a CRO’s decision

The CTA’s role in the air travel complaint resolution process between the airline and the passenger officially ends when a final decision has been made.

Either party may challenge a CRO’s decision by filing a judicial review application with the Federal Court of Canada. More information on that process is available on the website: How to file an Application for Judicial Review . 

Extension requests for airline answers and passenger replies

Airline answer and passenger reply are step 3 of the air travel complaint resolution process . The airline will be given 14 calendar days from the date of the Start Notice to review the complaint and provide information and/or documents to support its answer to the complaint. Once the airline provides its answer, passengers will be notified and have the option of submitting a reply within 4 calendar days. 

Airlines can request 4 additional calendar days to provide their answer to the complaint.

Passengers can request 1 additional calendar day to reply to the airline answer.

Submitting a request

• Select the Request extra time button at the top right corner of the Airline answer or Passenger reply section of the eServices Portal.
• Explain the reason for the extension request in the text box.
• Click the Submit extension request button

The extension request will be approved in step 4 (Eligibility review) of the complaint resolution process. The extension may be declined, and any documents or information provided during the extension period would not be considered, if:

• the request is submitted outside of the eServices Portal
• the request is made after the deadline for filing an answer or a reply has already passed
• the request does not include the reason the original deadline could not be met.

For more information, please read the extension request section in these guides:

Compensation for flight delays and cancellations is a fixed amount based on the size of the airline and the length of the delay arriving at your final destination airport. The amounts are set out in the Air Passenger Protection Regulations (APPR).

Compensation for denied boarding is a fixed amount based on the length of the delay arriving at your final destination airport. The amounts are set out in the Air Passenger Protection Regulations (APPR).

The CTA does not have the authority under the APPR to award compensation for any issues such as pain and suffering, stress, loss of enjoyment, loss of prepaid travel services/reservations or loss of income.

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