Travel agents and Tour operators

Bilingual service

Loyalty programs

Unfair competitive practices

Fares and rates on domestic routes with little or no competition

Reducing air service to a community


Travel agents and Tour operators

Most complaints about travel agents and tour operators fall under provincial jurisdiction. Please consult your 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.

Complaints about the land part of a tour package or services offered by a tour operator also fall under provincial jurisdiction.

Complaints related to the air part of your tour package are accepted by the CTA.

Bilingual service

Only Air Canada is subject to Canada's Official Languages Act. If you have a concern you may contact the Commissioner of Official Languages.

Loyalty programs

Your air passenger rights are the same whether you paid for your ticket or used an airline loyalty program.

The CTA can also accept complaints about other aspects of airline loyalty programs that are owned by an airline.

Reward programs that are owned by corporations and financial institutions such as Aeroplan, Air Miles, RBC Avion, etc. are independent of airlines. Your transactions with these programs are private and contractual and issues should be reported to your provincial or territorial government authority for consumer protection.

Unfair competitive practices

If you have a complaint about an airline's competitive practices, please consult the Competition Bureau of Canada to submit a complaints related to: false advertising; mergers and acquisitions; and predatory behaviour of airlines in Canada.

Fares and rates on domestic routes with little or no competition

A route with little or no competition is any route within Canada served by a single carrier and its affiliates.

You may contact the Secretariat to file a complaint.

Reducing air service to a community

An airline carrier must notify the community if it proposes to reduce domestic air service to a community. Notice must be given if the airline plans to:

  • discontinue a service, resulting in only one or no carriers serving a point;
  • reduce the frequency of a service to less than one flight per week, resulting in only one or no carriers providing service to that point at least once per week; or
  • discontinue a year-round, non-stop, scheduled air service between two points in Canada, resulting in significantly reduced seating capacity on that route.

In these situations, the carrier must notify the affected communities at least 120 days before discontinuing or reducing the service. If the carrier has served the point for less than one year, it must give 30 days notice. In addition, the carrier must give elected officials of the affected communities an opportunity to discuss the impact of its proposal.

If you believe that a carrier has not properly notified the community as described above, you may contact the Secretariat to file a complaint.