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Air Passenger Protection
Know your rights
How to file a complaint
1. Introduction
This is a guide explaining passenger rights and airline obligations if there is a flight delay or cancellation. These apply to flights to, from and within Canada, including...
Publication | 2023-01-13
Read the pdf (816 KB)
Disclaimer
This is not a legal document. The explanations and definitions in this guide are for general guidance purposes only. Legal requirements and protections concerning personal information are set out in the Privacy Act and Access to Information Act. In case...
Publication | 2022-02-11
Read the pdf (381 KB)
Disclaimer
This is not a legal document. The explanations it provides are meant to help both airlines and passengers understand what would be expected of airlines if a passenger complained to the CTA about a flight...
Publication | 2022-02-11
Read the pdf (524 KB)
Plain language Summary
A plain language summary of the Accessible Canada Act and Accessible Transportation Planning and Reporting Regulations: A Guide on Feedback Processes is available.
Introduction
The purpose of this guide is to explain transportation service...
Publication | 2021-12-22
Read the pdf (694 KB)
Plain language Summary
A plain language summary of the Accessible Canada Act and the Accessible Transportation Planning and Reporting Regulations: A Guide on Accessibility Plans is available.
Introduction
An accessibility plan is a plan that sets out a...
Publication | 2021-12-22
Read the pdf (549 KB)
Plain language Summary
A plain language summary of the Accessible Canada Act and the Accessible Transportation Planning and Reporting Regulations: A Guide on Progress Reports is available.
Introduction
A progress report provides updates on the implementation of a...
Publication | 2021-12-22
New refund regulations are now in effect for flights that are cancelled or have long delays due to a situation outside the airline’s control. The new regulations apply to flights taken on or after September 8, 2022.
Airport congestion and flight issues
What passengers need to know about...
Publication | 2021-11-17
Airport congestion and flight issues
What passengers need to know about delays, cancellations and missing baggage
Read the pdf (619 KB)
Air Passenger Protection
Know your rights
How to file a complaint
1. Purpose
Clear and timely communication...
Publication | 2021-11-17
Read the pdf (735 KB)
Effective November 1st, 2021
Note
The rates in the schedules of this guide are based on information submitted by Canadian National Railway Company (CN) and Canadian Pacific Railway Company (CP) in 2019, which the Agency has indexed for 2021.
Introduction
The...
Publication | 2021-10-21
Read the pdf (400 KB)
Disclaimer
This is not a legal document. The explanations and definitions in this guide are for general guidance purposes only. Requirements for an own motion investigation are set out in the Canada Transportation Act,...
Publication | 2021-07-28
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