1. Gather all documents related to your complaints such as:

• Proof of purchase (ticket/invoice/itinerary/booking confirmation)
• Your written complaint to the airline
• The airline's written response (unless they did not respond within 30 days)
• Other supporting documents and receipts

Please note that you must provide all documents in English or French. Documents in other languages must be translated to English or French prior to being submitted to the Canadian Transportation Agency.

2. Make copies of your documents and keep the originals

• Electronic documents: save a copy of the electronic documents, photos or screen captures (like e-tickets, booking confirmations, and invoices) before removing or hiding any information.

3. Remove sensitive information

Please remove sensitive personal information from the copies of the documents, including your social insurance number, personal financial data and credit card numbers. Only leave information in if it's important to your case.

We never need your credit card or bank account numbers. You should always remove these from documents you send us about your complaint.

• Electronic documents: you can use photo editing software or a redaction app to black out or remove the information. There may be free tools online.

4. Check the file format and size

• Formats we can accept: gif, jpg, jpeg, png, txt, pdf, doc, xocs, xls, xlsx, msg, eml.
• File size: each file must be less than 10 MB
• File limit: 20 documents

5. Upload documents

From a desktop:

• On the section "4. Complaints details" of the form, click the "Browse" button under the "Upload files" box.
• Find the location where you saved copies of your documents and select the file you want to upload and Click "Open".
• You will automatically go back to the form and you will see the file name as well as the size.
• Repeat the same steps for each document.
• You can always delete documents by using the "Remove" button.
• Please note that your files will be sent when you click "submit" at the end of the form.

From mobile:

• On the section "4. Complaints details" of the form, click the "Browse" button under the "Upload files" box.
• Find the location where you saved copies of your documents and select the file you want to upload, click "Done".
• You will automatically go back to the form and you will see the file name.
• Repeat the same steps for each document.
• You can always delete documents by using the "Remove" button. You can see this button by clicking on the file name.
• Please note that your files will be sent when you click "Submit" at the end of the form.