Understanding Complaint Mechanism At The Canadian Transportation Agency (CTA)

For complaints regarding air travel, Canadian Transportation Agency (CTA) is the competent tribunal to look into the complaints launched by air passengers. CTA deals with the disputes that airlines and the passengers cannot resolve. Under section 85.02 of the Canadian Transportation Act, Canadian Transportation Agency has designated Complaint Resolution Officers (CROs) to deal with the complaints that passenger file with the CTA.

When To Approach The CTA?

It is pertinent to note that you can approach CTA when the airline fails to entertain your claim within 30 days. This, essentially means you need to wait for 30 days before approaching CTA. One also needs to keep in mind the deadlines in case of baggage issues because deadlines vary in case of a lost, damaged, and delayed baggage.

Grounds For Filing A Complaint

One can launch complaint on the following matters:

• Cancellation or postponement of flight
• Damaged, delayed, or lost baggage
• Denial of Boarding
• Issues with rebooking or refunds
• Any expenses as to accommodation, conveyance, or food incurred by the passenger due to delayed or cancelled flight
• Any inaccessibility ordeal that passengers with disabilities have faced.

Complaints on other genuine issues related to the air travel experience can also be submitted to the CTA.

How Does CTA Entertain The Complaints?

Additionally, in order for CTA to entertain your complaint, your flight must have originated from Canada, arrived in Canada, or departed from Canada.

The complaints by passengers to CTA can be made either in French or English language. The complaint can be filed free of cost. After launching the complaint, the status can be checked online. The process time usually differ for every complaint depending on the complexity of the case. Therefore, the process time makes no difference to the outcome of the complaint.

Step-By-Step Complaint Process At The CTA

For knowing step by step process of making a complaint, keep reading below:

1. Filling up the Complaint Form

One needs to open e-services CTA portal to make the complaint. All complaints are made online and all documents are submitted electronically. The person who has experienced the issue with the airline or his/her representative can fill up the complaint form. For children under 18, complaints can be made by their guardian or by an adult travelling with them.

In this step, the passenger adds all needed information, including the flight details, the flight incident/experience, and necessary documents. The passenger also needs to add the outcome they are desiring from the complaint. After that, all added information needs to be confirmed in order for the complaint to be processed further.

2. Complaint moved for resolution

After receiving the complaint, the CTA issues notices to the airline in order for them to know the passenger’s complaint and to compensate him/her.

NOTE: If the passenger wants to withdraw the complaint for reasons that the complaint has been resolved during the complaint process or soon after the launching of compliant, then it can be withdrawn.

3. Airline’s response to passenger’s complaint

Airlines are allotted 14 days to look into the complaint that is forwarded to them by CTA. The airline’s response to the passenger’s complaint is then forwarded to the passenger. The passenger has 4 days to reply to the airline’s response.

NOTE: During the complaint process, if the airline offers the passenger to resolve the matter out of CTA’s domain, then it can be done.

4. Eligibility Assessment Stage

When CTA receives a complaint, the CROs at CTA assess whether the complaint is substantial to be moved forward. In case the complaint is rejected, CTA provides reasons why the complaint is ineligible to proceed.

5. Mediation between the Airline and Passenger (Optional Stage)

CTA has inculcated the step of mediation in order to facilitate dialogue between parties to the dispute. If the airline and passenger agree for mediation, then CROs proceed to resolve the matter informally by way of mediation. Once the parties agree to mediate the matter, the compliant process ceases. However, if the mediation remains unsuccessful, the parties can still proceed to resolve the dispute through CTA.

In case the parties fail to agree for mediation, the process will proceed to final stage.

6. Final Step

After the submission of documents and evidences, the CROs at CTA evaluate claims raised by both parties in order to reach a final decision. CTA at the end of the process issues a binding decision either directing the airline to compensate the passenger or determining that the airline has already met its obligations.

We Can Guide You!

If you require any assistance regarding Complaint procedure at CTA, contact the lawyers at Ayaz Mehdi Professional Corporation.

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