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.
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.
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.
Notices
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