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Frequently Asked Questions (FAQ)

5. To whom are complaints addressed?

Service related complaints or inquiries should be addressed directly with the airline. Examples of service related items include problems with:

  • check-in, reservations, accommodations, incurred expenses;
  • late or lost luggage;
  • seat pitch (distance between your seat and the seat in front of your seat);
  • the content and quality of snack/meal/beverage service;
  • delays;
  • rude or discourteous staff;
  • provision of amenities or passenger entertainment, such as lack of pillows or blankets, magazines, or newspapers;
  • cabin temperature; and
  • air fares.

If you have unresolved issues with your airline, the Canadian Transportation Agency provides a process to assist in dealing with specific complaints about your travel experiences.

Canadian Transportation Agency - Air Travel Complaints

It is the mandate of Transport Canada Civil Aviation to ensure the safe operation of aircraft, and the safety of passengers and goods carried on board. Safety related issues should be directed to Transport Canada and when contacting us, please include:

  • the date, flight and airline on which the incident occurred; and
  • a description of the incident including crew actions, if applicable.

Civil Aviation Issues Reporting System

A list of regional Transport Canada offices is available on our web site at:

Civil Aviation Regional Offices
Date modified:
2011-08-22