Suspension of all air dispute resolution activities
During these difficult times, the Canadian Transportation Agency (CTA) continues to maintain its normal operations while our employees practice social distancing. Our dedicated employees are working remotely and are available through electronic means to provide service. You can continue to request CTA services, file applications, and do normal business with us through our normal channels.
Please note, however, that the CTA has temporarily paused all dispute resolution activities involving air carriers until June 30, 2020, to permit them to focus on immediate and urgent operational demands. While you can continue to file air passenger complaints with us and all complaints will be processed in due course, we may not be able to respond quickly. On or before June 30, 2020, the Agency will determine if the pause should end on that date or be extended to a later date.
1. Understand Your Rights and Responsibilities
The tariff is the contract of carriage between you and the airline – it covers your rights and obligations as a passenger and your airline’s responsibilities to you. You can find a copy on the airline's website or by contacting the airline's customer service department.
2. Check in early
When available, check in on-line up to 24 hours in advance of your flight. Arrive at the airport early to check in, drop off your baggage, get through the security screening process and be available for boarding at the gate on time. Please consult your airline's tariff for information relating to their check-in procedures.
3. Know the rules and restrictions of your ticket
Most discounted tickets are non-refundable and cannot be changed without penalties. Be sure to carefully read the rules, in particular those related to check-in, advance seat selection, baggage fees and penalties.
4. Know your airline’s baggage rules and limits
Each airline sets out its own limits for the weight and number of carry-on and checked bags. You must submit a claim with your airline within seven days of receipt of your baggage if it is damaged. You must submit a claim within 21 days for baggage which is potentially lost. Speak with an airline representative or check your airline’s tariff for its baggage rules and allowances.
5. Call ahead
From carrying pets to sports equipment and musical instruments, to dietary restrictions, medical conditions and disability-related needs, most airlines require from 48 to 72 hours notice or more to accommodate special requests. Please contact your airline's customer service department to find out about their terms and conditions of carriage
6. Pack smart
Include your contact information and your destination contact information inside each piece of baggage. Always carry essential and valuable items with you on board: your passport, identification and return tickets; medicines and medical devices; money, jewelry and electronic equipment; and essential overnight items. Consult the Canadian Air Transport Security Authority (CATSA) for a detailed list of what you can bring in your carry-on or checked baggage.
7. Be sure to have all of your travel documents
It's your responsibility to have the proper travel documents to enter a foreign country and return to Canada. All Canadian travellers, including children, must have their own passport. Consult the diplomatic mission of each country you intend to visit for its entry requirements.
8. Have insurance when you travel
Include protection against baggage loss, delay, damage or theft, trip cancellation or interruption, personal injury or death, as well as sufficient medical coverage.
9. Don’t miss your flight
When available, pre-select your seat in advance of departure. Confirm your return flight at least 72 hours in advance. Monitor your points of contact for airline notifications of departure time changes and cancellations. Check your flight’s status at least 24 hours before departure and before leaving for the airport.
10. What you need to know when your air travel is disrupted
Consult the CTA's notice:
- Flight Delays and Cancellations
- Labour disputes
- Cessation of operations
11. Need more travel help?
Visit Travel.gc.ca for Information on how to have a safe and enjoyable journey whether you are travelling in Canada or abroad.