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:

Ontario

Travel Industry Council of Ontario (TICO)
Tel.: 1-888-451-8426
Email: tico@tico.ca
www.tico.ca

Quebec

Office de la protection
du consommateur
Tel.: 1-888-672-2556
www.opc.gouv.qc.ca

British Columbia

Business Practices and
Consumer Protection Authority
Tel.: 1-888-564-9963
Email: info@consumerprotectionbc.ca
http://www.consumerprotectionbc.ca/

Severe weather conditions

When hurricanes or severe weather conditions impact your flight and travel daters, 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.

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