Air Passenger Protection

Air travel complaints

Already submitted a complaint?

Check the status of your complaint online
You do not have to submit a new complaint
The wait time and the complaint process will not impact the compensation or other entitlements that you may be owed.

Before you make a complaint

You must contact the airline in writing first and give them 30 days to reply.
Check the deadlines for delays, cancellations or baggage.

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.

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 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 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

Issues we can help with

Compensation for a flight delay, cancellation or tarmac delay
Compensation and expenses for lost, delayed or damaged baggage
Compensation for denied boarding (bumping)
A refund of a ticket, part of a ticket, or a replacement ticket
A refund of fees paid (baggage fees, seating fees, change fees, unaccompanied minor fees etc.)
Reimbursement for out-of-pocket expenses (accommodation, transportation, food/drink)
Other (refusal to transport, ticket issues, reservations, vouchers, credits, fares, loyalty programs, travelling with children)

For accessibility issues, please visit our Accessible Travel complaints page.