What you need to know when your air travel is disrupted
Air travel complaints
If you're not satisfied with how an airline resolved your issue, you can file a complaint with the Canadian Transportation Agency (CTA). The CTA helps resolve complaints about air travel within, to and from Canada. Our role is to make sure that airlines apply their terms and conditions of carriage set out in their tariffs and that these terms and conditions are just, reasonable and non-discriminatory.
Cessation of operations
If you are affected by an airline's cessation of operations either before or during your travel, we suggest the following:
- Contact your travel agent or other transportation providers as soon as possible to make alternative arrangements.
- If you paid by credit card, contact the credit card company to see if you are eligible to be reimbursed or rebooked on another flight.
- If you purchased travel insurance, contact the insurance company to see if you are covered.
- If your travel agent is registered in Ontario, Quebec or British Columbia, you may be eligible for a refund from the provincial government authorities responsible for travel:
Severe weather conditions
When hurricanes or severe weather conditions impact your flight and travel dates, either before or during your travel, you are strongly encouraged to contact your airline, travel agency or tour consolidator as soon as possible to confirm or adjust your travel plans accordingly.
Visit the CTA's air travel page for more information on our role on consumer protection for air travellers.
Catastrophes or social upheaval
If your flight is cancelled due to a catastrophe – such as a natural disaster, a revolution, or a war – and you are trapped in a foreign country, you should contact the nearest Canadian embassy or consulate for assistance.
If you have purchased a ticket but have not yet travelled, you are strongly encouraged to contact your airline, travel agency or tour consolidator as soon as possible to confirm or adjust your travel plans accordingly.
Catastrophes are generally not considered to be within airlines' control and a full compensation from the airline is not always awarded or possible. However, many airlines offer goodwill in such circumstances. Once your safety is secured, you should contact your airline to find out what your options are.