Accessibility complaint form: List of questions

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Introduction

This document sets out the questions that you have to answer to submit an accessibility complaint to the Canadian Transportation Agency (CTA) about problems that you experience while travelling or attempting to book travel in Canada’s federal transportation network.

Part 1: Contact information

  1. Who is filling out this form? (select one)
    • I am filing on behalf of myself
      • If so, you will have to provide the information requested in section (a)
    • I am filing on behalf of myself and traveling companions
      • If so, you will have to provide the information requested in sections (a) and (b)
    • I am a family member, friend, etc., who is representing the person(s) who experienced an accessibility-related problem
      • If so, you will have to provide the information requested in sections (a) and (c)
    • I am a parent or legal guardian representing a child younger than 18 years old
      • If so, you will have to provide the information requested in sections (a) and (c)
    • I am a lawyer
      • If so, you will have to provide the information requested in sections (a) and (c)

(a) Your contact information

  • Pronouns

    The CTA is committed to providing dispute resolution services that are inclusive and respectful of gender diversity. Please indicate which personal pronouns you would like the CTA to use in its correspondence and decisions when referring to you:

    • He / Him / His
    • She / Her / Hers
    • They / Them / Theirs
    • Other
      If you select this option, we will use your full name or a generic noun such as "the applicant."
  • First name
  • Last name
  • Email address
  • Telephone number
  • Street address
  • City
  • Country
  • Province / State
  • Postal code / Zip code

(b) Traveling companion information

  • Please list the names of the passengers you are representing.

(c) Contact information for the person you are representing

  • Pronouns

    The CTA is committed to providing dispute resolution services that are inclusive and respectful of gender diversity. Please indicate which personal pronouns you would like the CTA to use in its correspondence and decisions when referring to the person / minor child who experienced the accessibility-related problem(s):

    • He / Him / His
    • She / Her / Hers
    • They / Them / Theirs
    • Other
      If you select this option, we will use their full name or a generic noun such as "the applicant."
  • First name
  • Last name
  • Email address
  • Telephone number
  • Street address
  • City
  • Country
  • Province / State
  • Postal code / Zip code

If the person is aged 18 or older, you will need to upload a signed Authorization of representative form (PDF, 1.2 MB) to show that you have their permission to represent them.

Part 2: Travel details

  1. Did you already book your travel?
    • If so, how did you reserve your travel?
      • Directly with the transportation service provider (airline, train company, bus operator or ferry operator)
      • Travel agency
      • Online travel booking website
      • Other
        Please describe:
    • You will need to upload your travel tickets and/or itinerary confirmation.
  2. What kind of transportation is involved in your complaint?
    • Air
    • Train
    • Ferry
    • Bus
  3. Who is your complaint against? (select all applicable options)
    • A carrier (for example, an airline, a train company, a bus provider)
      • Please list the transportation service provider(s) involved
    • A terminal operator (for example, an airport, a train station, a ferry station or a bus station
      • Please list the terminal operator(s) involved
    • CATSA (for security screening)
    • CBSA (for border clearance)

Part 3: Disability

Communication about your accessibility needs

  1. Did you or your travel agent communicate your disability-related needs to the transportation service provider?

    If so,

    • When did you contact the transportation service provider? Was it 48 hours or more in advance of travel?
    • What information about your disability did you or your travel agent provide to the transportation service provider?
    • How and to whom did you provide that information?

Disability details

  1. Select the disability(ies) that apply to you:
    • Blindness / Visual impairment
    • Deafness / Hearing impairment
    • Mobility
    • Obesity
    • Respiratory
    • Cognitive, such as neurodivergence, brain injury, Alzheimer’s disease, and other dementia
    • Mental, such as depression, bipolar disorder and post-traumatic stress disorder
    • Communication
    • Allergies
    • Other
  2. Describe your medical condition(s), impairment(s) and/or functional limitation(s).
  3. Is your disability self-evident or obvious (e.g. paraplegia or blindness)?
    • If your disability is not self-evident, you should upload a Medical Information Form or other medical documentation from your doctor(s) to provide evidence of the type or severity of your symptoms and/or your need for accommodation during travel.
  4. Describe your symptoms, including their severity and duration.
    (For example: chronic pain, fatigue, limited mobility)
  5. What do you need, in your daily life, to meet your disability-related needs?

Part 4: Incident

Description of the incident

  1. Date of the incident
  2. Describe what happened, and explain the accessibility-related difficulties that you experienced. Include any arguments that support your position.
  3. Explain where the incident occurred (for example, during reservation, at check-in, in the terminal, while boarding/disembarking, or while on board).
  4. Does the incident relate to travel with a dog, disability-related assistance while travelling or a mobility aid that was damaged by the transportation service provider?
    • If so, you will need to provide the required information and/or upload the relevant documents listed in the applicable checklist(s).
  5. Does your complaint also relate to problems about a delay or cancellation of a flight, and/or to the handling of your baggage?
    • If so, explain what happened, and the compensation that you seek for each problem. If you have submitted an air travel complaint form about this, include your case number for that complaint.

Solutions, remedies and compensation

  1. What actions would you like the transportation service provider to take to resolve your complaint?

  2. Do you seek compensation for expenses and/or lost wages related to a barrier or contravention?

    If so,

    • How much compensation do you seek?
      Enter an amount in CAD.
    • Explain why you believe that you should receive compensation in this amount.

  3. Do you seek compensation for pain and suffering related to a barrier or contravention?

    If so,

    • How much compensation do you seek?
      Enter an amount between CAD 0 and CAD 20,000.
    • Explain why you believe that you should receive compensation in this amount.

  4. Do you seek compensation because you believe that the barrier or contravention was caused by wilful or reckless practice?

    If so,

    • How much compensation do you seek?
      Enter an amount between CAD 0 and CAD 20,000.
    • Explain why you believe that you should receive compensation in this amount.

Part 5: Supporting documents

  • You will have the opportunity to upload any additional documents or evidence related to your complaint, such as:
    1. Correspondence with the transportation service provider
    2. Claim forms
    3. Receipts of expenses
    4. Medical documentation
    5. Work attendance and salary records (for claims related to lost wages).
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