travel nation canada complaints

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Travel Nation Canada and Tripcentral? - Air Travel Forum

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Has anyone used Travel Nation Canada ( http://www.travelnationcanada.com/home.php ) before? I recently stumbled upon them and I have heard about Tripcentral as well. I would like any of your feedback about these two travel agencies.

Travel Nation Canada is run by the same guy who used to be the guy who set up I-travel2000.com that pretty well anyone in the GTA was familiar with due to their advertising budget.

I have used tripcentral.ca to research prices as they have a good matrix...think I booked one vacation with them years ago , no issues.

Be careful of some of the websites...some are owned for example by Sunwing and hence push their own products--selloffvacations.com is one they own.

I don't know if finding NO bad reviews = a good thing or a bad thing...

This post was determined to be inappropriate by the Tripadvisor community and has been removed.

I love trip central. I use it for all our holidays. The nice thing is it shows the actual price including taxes. The customer service is excellent too. You can talk to someone that has been to your destination for advise.

I found the woman I spoke with very helpful when I was booking a series a connection flights from Honduras to Winnipeg, Canada.

They are great. They took care of some issues I had with booking very well. Cathy the customer service manager is fantastic

I just did for the first and last time, Two couples booked a trip and there was a problem with my credit card so the billed my friends card twice without even a call to either of us. I called with no reply from the management team ,lets a message on Facebook and still no response. Never again.

Your local reliable agent can match any of the on line shops and then if you have an issue you have some to watch your back.

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Reviews 4.9.

2,969 total

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September 2023 4 week mid-west US tour

What a magical trip around mid-west states of the US. Several beautiful National and State parks visited including Yellowstone, Grand Teton, Monument Valley and Moab, Grand Canyon by foot and helicopter, white water rafting the Snake River, horse riding at a Vegas cowboy ranch and city exploring in Denver, Las Vegas and Salt Lake City. The trip was organised superbly by Travelnation (David Taylor) and their US partners. We can honestly say we have seen and done things we would have never experienced had we tried to plan this ourselves. Thank you Travelnation!

Date of experience : September 30, 2023

Reply from Travel Nation

Hi Adam & Carole, Thank you for your kind review, it’s much appreciated. I am so happy to hear you had a fantastic time in the US on the Self-drive itinerary I organised for your trip. I bet you have some fantastic memories and experiences from this trip, which you will remember for many years to come. Thank you also for coming back to me year after year and it’s always a joy organising the itineraries for you. Best wishes, David [email protected] Direct: 01273 320578

Absolutely brilliant

Can’t fault them at all . Travelled from the Cook Islands to perth and Adelaide and then drove the great ocean road to Melbourne. Was meant to be going to cairns but everything got cancelled and they were absolutely brilliant in diverting me to Brisbane instead . Organised all the flights and the accommodation and the onward flight to Sydney . Thanks Clare and Chris for all your help . So pleased I booked through travel nation you’ve been an absolute pleasure to deal with and I’ll highly recommend you to everyone . When you need them they are really there to help. Thanks again Anna

Date of experience : December 17, 2023

Hi Anna, Many thanks for the 5 star review you sent through. It was great helping to arrange your fantastic trip around Cook Islands and Australia with flights and hotels and I am very happy you are having such a fantastic time. I am so glad Claire was able to help on the emergency number when Cairns shut down due to weather and that she was able to re-route you last minute to Brisbane. It sounds like you have had a great time in Brisbane and hopefully you can make Cairns next time. Keep having a brilliant adventure and Merry Christmas and Happy New Year. Chris West [email protected] 01273 320570

Brilliant Service

Olly was so helpful booking our wonderful honeymoon to Sri Lanka and the Maldives. After being let down by another travel agent we contacted Travel Nation and were so impressed with how quickly Olly got in contact and found us a package which suited our needs. He kept in contact after booking to make sure we had all the information we needed before leaving for our trip and also checked in after we got back. The trip was amazing and we would highly recommend booking with Travel Nation

Date of experience : August 01, 2023

Hi Natalie, Thank you for the 5-star review. It was a pleasure to assist with your honeymoon. It is great to hear that you had an amazing time. All the best, Olly Minnis 01273 099664

Fantastic service

Chris West was great, put together an amazing trip to French Polynesia via San Francisco, always available to talk to about anything, definitely using for future trips Flights , stopovers and hotels were all perfect for what we asked for so definitely recommend them, and.thanks again to Chris for been great through everything from booking to returning back , five stars from us

Date of experience : July 14, 2023

Hi Daniel, Many thanks for the 5 star review you sent through. It was great helping to arrange your fantastic trip to USA and French Polynesia with flights, hotels and transfers. I am so happy you had a fantastic time and I look forward to planning more amazing trips in the future. Chris West Senior Travel Consultant [email protected] 01273 320570

Travel Nation: Simply the Best Travel Company We Have ever Used

Travel Nation have always given us excellent service. Recently we had problems with flight cancellations on a holiday to New Zealand and Australia. Travel Nation found us good alternative flights very quickly. Their representatives were so helpful and so friendly. We would have been in real difficulty without their help. Our special thanks to Grainne, Charley and to James. They couldn’t have done more! They make a wonderful team.

Date of experience : February 15, 2023

Hi Denis Thank you for your glowing 5 star review & for taking the time to write this. With regards the flight cancellations, booking though us meant that we were able to deal with airline on your behalf, taking the stress away of having to spend hours on hold to the airline trying to get everything rebooked. You had such a great adventure booked so getting you onto a new flight was vital. It was a pleasure as always organising your holiday. I look forward to helping you plan the next one. Kind regards Grainne Senior Travel Consultant +44 (0)203 747 6705

Absolutely outstanding trip to Las…

Absolutely outstanding trip to Las Vegas, French Polynesia and San Francisco. Everything went so smoothly and no hassle from start to finish. I would highly recommend booking again with Andrea at Travel nation.

Date of experience : November 13, 2023

Hi Janine, Thank you for the great review. I am delighted that your special celebration trip went so well, and that everywhere you visited lived up to expectations. What a great trip! I look forward to helping you with the next big adventure. Best wishes, Andrea Motta Senior Sales Consultant 01273 320 587

Our agent Charlie was so professional, friendly and enthusiastic, always ready to help with queries

Our agent Charlie worked tirelessly to repeatedly rearrange our round the world trip which had been planned to commence January 2021. We have now had a fabulous trip to San Francisco, New Zealand, Australia and Singapore. There were ongoing disruptions before and during the trip due to extreme weather. Charlie was a constant reassuring source of help and responded effectively to alter booking and re book flights as needed. All our stays were in excellent hotels and B and Bs. We will definitely get back to Travel Nation for our next big trip!

Date of experience : February 11, 2023

Great service

I've used Travel Nation for a few big trips now and have been very pleased with their service. We had a 12 week round the world trip booked departing on 1 April 2020!! They dealt with rolling the trip forward 3 times and several itinerary changes and us getting covid the week before we were due to go. We also needed quite detailed information for our travel insurance claim which they duly provided. We choose to split the holiday in two, and have just returned from the 2nd trip- both were great holidays and we've returned with fabulous memories. Thanks Travel Nation and particularly Charlie.

Date of experience : April 12, 2023

Hi Jenny, Thanks so much for taking the time to write to us upon your return. This trip was a long time in the making, but I am really glad that you were able to get away and, most of all, have a really fabulous time. I hope to help you booking any future travel plans. Kind regards, Charlie Maybank [email protected] 01273 947318

I used Travel Nation to organised a Canadian Adventure

I used Travel Nation to organised a trip to Canada that my family and I took recently. I have to say, I cannot recommend them enough! From start to finish, they have been amazing. Andrea Motta was our sales consultant, and she went above and beyond to provide advice, tips and suggestions that resulted in a trip that we will never forget. Thanks Travel Nation, and thanks Andrea - you helped our family make the most amazing memories 😊

Date of experience : July 29, 2023

Thank you for your lovely review. So pleased your Canadian adventure went so well, and that you were able to make those family memories in such a stunning country. Until the next big trip! Thanks again! Andrea

Charlie was extremely helpful

Charlie was extremely helpful and a pleasure to deal with. Although very busy in her work she always came back to us and apologised when appropriate. We kept with her over a few weeks, sorting through all options concerning our Trip. We got there in the end because once we feel comfortable with an Advisor we follow through to the end as loyalty breeds loyalty. Travel Nation has always delivered to my wife and myself over the past 30 odd years. To be recommended.

Date of experience : August 25, 2022

Still in planning stage of my RTW trip…

Still in planning stage of my RTW trip but all flights booked now. Adam Addicott-Smith has been my consultant and has done a cracking job so far. He has been very attentive to my needs and has moulded a plan which I am really looking forward to. He even reserved my seats so all ready to check in come January. Can’t praise him enough so far as he has been excellent

Date of experience : October 10, 2023

Hi there Peter, It’s been wonderful planning your RTW trip for you, and very much looking forward to helping you with further arrangements for your adventure. Best regards, Adam Addicott-Smith Senior Travel Consultant +44 (0)1273 964 023

A well organised trip came off as planned

TravelNation put together a wonderful programme according to what we wanted and everything went according to plan. Our hotels were great, we were met with transport when needed, and everything was well laid out for us in the TravelNation app. We could not have had better support and advice to arrange our complicated trip. Many thanks to Chris West for his outstanding service.

Date of experience : April 25, 2023

Hi Karen Many thanks for the 5 star review you sent through. It was great helping to arrange your fantastic trip around French Polynesia with flights, cruise and hotels. I am very happy you had a fantastic time and do get in touch if you plan anymore amazing trips in the future. Look forward to hearing from you. Chris West [email protected] 01273 320570

Exceptional service

Exceptional service! Ruth Kössel has planned and replanned, booked and rebooked our family holiday again and again over the past 2 years when we had to change our destination several times due to COVID and all the time she was there to answer my questions. Emails were replied to promptly and every change recorded meticulously.This has been our 3 rd trip organized by Travel Nation, hopefully many more to come!

Date of experience : August 20, 2022

5 fabulous weeks in Chile and Colombia

We had a fantastic experience with Travel Nation from start to finish. David responded quickly to our initial email enquiry and worked with us to create an amazing 5 week trip to Chile and Colombia. He was patient with our requests for changes to reduce costs. We ended up with a great selection of locations, hotels, flight times that worked well and lots of outdoor activities. The companies that Travel Nation works with in both countries were efficient with lovely tour guides. Everything went smoothly on the trip so we didn't need to contact them for any help or advice. We would be very happy to use Travel Nation again and can thoroughly recommend David. Thank you so much!

Date of experience : February 13, 2023

Hi Juliet, Thank you so much for your review, it’s much appreciated. I am so glad to hear your trip ran smoothly and you enjoyed all the arrangements I made for your complex itinerary to Colombia & Chile. I am sure you have both made some fantastic memories for life and I look forward to booking many more holidays for you in the future. Best wishes, David Taylor Senior Travel Consultant [email protected] 01273 320578

Highly recommend Travel Nation and would use again.

Great interactions with Jim our point of contact in the company. Even on his days off others within the company kept us up to date. The company listens to wants and needs and suggested and organised a number of fab trips. A magical trip covering Brazil, Peru and Mexico to see three of the seven wonders of the world.

Date of experience : March 03, 2023

Hi Jayne, Thanks for the lovely review. I’m so glad you’re happy with all your arrangements and that the trip went so well. Give me a shout when you want to tackle some more wonders of the world! Cheers Jim Direct:01273 320573 [email protected]

Australia and USA

As ever, Jim Faulkner at Travel Nation put together the most cost effective alternative to the rip off airline prices for our Christmas trip to family in Australia. I had almost given up on my own research due to the inflated prices, but Jim came up with a great alternative and suggested a stopover in Santa Monica. This turned out very well to break the long haul back to the UK. Great hotel suggestion too. always happy to trust Jim with our requirements

Date of experience : December 29, 2022

Iam so grateful for Natalie's help and…

Iam so grateful for Natalie's help and advice she has given me. Also for her patience and efforts in making our trip meet our expectations for a special birthday for my mum. Even though I made a few changes Natalie was so kind and understanding, she made adjustments and looked into transport plans to ensure the whole package would work for us. Thank you so much Natalie.

Date of experience : March 20, 2023

Hi Claire, It was my pleasure to get this itinerary as perfect as possible for this very special trip. I know you will have a great time and I’m thrilled to have been able to make your dream come true. Best wishes, Natalie Senior Travel Consultant 01273 964 036

US National parks are a treasure for everyone.

We managed to pack in so much in the two week road trip from San Francisco to Phoenix with the help from Travel Nation. Contrasts from Napa Valley wine to Yosemite to Pebble Beach and the Pacific Highway to Las Vegas, Zion national park and Grand Canyon. The trip went as planned and has created many lasting memories. No need to make America great again because it already is - says this Brit.

Date of experience : November 11, 2022

Hi Ian & Maddie, Thank you for your glowing review. It was a lot of fun piecing together your itinerary and am so very pleased that you got so much diversity in such a relatively small window. And it pays to go out of season too! Thanks again for making the job easy. Once the dust settles, I look forward to working with you again in the future. All the best, Scott Senior Travel Consultant +44 (0) 1273 007 487

Honeymoon of Dreams

Scott put together the honeymoon of dreams for us. He helped us to decide on an itinerary and made recommendations for activities along the way that we hadn’t otherwise considered that made the trip so special. Every last detail was thought of and arranged for us, all we had to do was turn up at the airport. There were no hidden costs with travel nation, anything not included in the price was clearly listed. This is the second time using travel nation and we will certainly be using them again to plan future holidays as we know the customer service can’t be beaten and the trip will always exceed our expectations.

Date of experience : August 24, 2023

Dear Sammy, Thank you so much for your glowing review – it has been a pleasure working with you on the last two occasions, and already looking forward to start planning your next trip to The States and beyond. Best wishes, Scott UK Sales Team Manager +44 (0) 1273 007 487

Family adventure to Canada

We worked with Olly to come up with the perfect 3 week trip to Canada travelling through Quebec and Ontario. Everything worked brilliantly and when we did have a slight issue it was sorted quickly. All in all a great experience and would highly recommend Travel Nation

Date of experience : August 13, 2023

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• About the CTA

Air travel complaints

If you experienced a problem, you must first contact your airline to resolve it. If that does not work, you can make a complaint with us. The Canadian Transportation Agency (CTA) processes complaints and settles disputes between travellers and airlines.

Make an air travel complaint

Issues we can help with

• Compensation for a flight delay, cancellation or tarmac delay
• Compensation and expenses for lost, delayed or damaged baggage
• Compensation for denied boarding (bumping)
• A refund of a ticket, part of a ticket, or a replacement ticket
• A refund of fees paid (baggage fees, seating fees, change fees, unaccompanied minor fees etc.)
• Reimbursement for out-of-pocket expenses (accommodation, transportation, food/drink)
• Other (refusal to transport, ticket issues, reservations, vouchers, credits, fares, loyalty programs, travelling with children)

Accessibility issues

• Persons with disabilities have a right to equal access to federal transportation services. We can help with complaints that are related to a person's disability and that relate to travel on the national transportation system
• Make an accessibility complaint

Issues we cannot help with

The CTA may be able to review complaints about the  air portion  of travel booked through a travel agency or as part of a tour package. 

Complaints about the  land portion  or  services  of travel booked through a travel agency or as part of a tour package (accommodation, transfers to and from airports, excursions, etc.) fall under provincial jurisdiction.

Please consult the  provincial or territorial government authority for consumers . Your travel agency or tour operator (including on-line reservations) must be registered with a provincial authority in Canada in order to help you.

For complaints about  customs ,  security screening ,  baggage inspection  or  airport security , visit the air transportation section of the Government of Canada  Consumer Hub .

For issues related to  airport facilities or services  (not related to accessibility), you can  contact the airport  directly.

They can help you with:

• Lost and found: items left in public areas in the airport terminal buildings
• Up-to-date flight information
• Terminal maps
• Food and shopping services
• Baggage storage
• Car rentals

For complaints about  airline customer service , you should  contact the airline  directly.

For complaints about  transportation safety  or  unsafe practices  on the plane, you can contact the  Transportation Safety Board of Canada .

For complaints related to  false advertising ,  pricing ,  mergers and acquisitions ; etc., contact the  Competition Bureau of Canada .

If you experience a  human rights issue  during air travel, such as discrimination on the basis of race, gender identity or expression, you can find out more about  human rights complaints and processes  or file a complaint directly with the  Canadian Human Rights Commission .

If you have an issue about  airplane noise , you can get more information from Transport Canada's  Managing noise from aircraft  website.

For issues related to  bilingual service , please contact the  Office of the Commissioner of Official Languages .

• Travel agents or tour operators
• Customs, immigration, or security
• Airport facilities and services (not related to accessibility)
• Airline customer service
• Aviation safety
• Unfair competitive services, including false advertising
• Human rights violation
• Airplane noise complaints
• Bilingual airline service

Already submitted a complaint?

• Check the status of your complaint online
• You do not have to submit a new complaint
• The wait time and the complaint process will not impact the compensation or other entitlements that you may be owed.

Before you make a complaint

• You must contact the airline in writing first and give them 30 days to reply .
• Check the deadlines for delays, cancellations or baggage .

You will be asked in the form to provide information about your flight and the problems you experienced. You will also need to upload your documents throughout the form.

• Proof that you contacted the airline in writing
• Airline ticket, booking confirmation or invoice
• Airline booking number or reservation code.
• Booking details, including the complete flight itinerary.
• Receipts for out-of-pocket expenses related to the problem you experienced
• Ticket number
• Boarding pass
• If you were denied boarding (bumping), you will need written confirmation of what the airline offered you
• Property Irregularity Report (PIR) or Incident report
• Damaged property report, if provided
• Complete list of missing or damaged items, including the value per item
• Receipts for replacement items

How the air travel complaint resolution process works

Step 1 : Passenger form submitted and goes into the queue

Step 2: Complaint resolution Start Notice issued (day 0)

Step 3: Airline answer and passenger reply

Step 4: Eligibility review 

Step 5 optional: Informal resolution — mediation (Starts by day 30) -->

Step 6: Final decision (completed by day 90)

Read more about air travel complaint resolution process .

What you need to know about delays, cancellations and missing baggage

Find out what you should do, and what your rights are.

• if your flight is delayed or cancelled
• if your flight is with a large  or small airline
• if your baggage is lost, damaged or delayed

Peak travel times

• Airport congestion and flight issues
• Tips to ensure the airline boards you on your flight

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• Français fr

CTA publishes a new dashboard providing the number of complaints it receives per 100 flights flown by airlines

From: Canadian Transportation Agency

News release

The Canadian Transportation Agency (CTA) today announced the publication of new data to provide Canadians with additional information about the air travel sector. The data shows the number of air travel complaints submitted to the CTA per 100 flights operated by Canadian and foreign airlines.

December 19, 2022 – Gatineau, QC – Canadian Transportation Agency

The Canadian Transportation Agency (CTA) today announced the publication of new data to provide Canadians with additional information about the air travel sector. The data shows the number of  air travel complaints submitted to the CTA per 100 flights  operated by Canadian and foreign airlines.

The complaints data is compiled by the CTA and will be updated on a quarterly basis.

The tables include:

• air travel complaint data submitted during 3-month time periods
• airlines that operated a minimum of 100 flights to/from/within Canada during each time period
• airlines with an average of 1 or more complaints per 100 flights
• The complaint data is based on the information submitted by passengers and may not have been reviewed by the CTA at the time of publishing
• The data is based on the number of flights by airline and does not reflect the number of passengers per flight or the size of the aircraft
• The data used for this dashboard is based on all of the air travel complaints submitted to the CTA; the numbers do not imply whether or not an airline actually met its regulatory requirements
• Most complaints (97%) are resolved informally through facilitation or mediation; other complaints move to a formal adjudication process
• Airlines identified in the complaint may change based on the information supplied by the passenger and the airline during the complaint review process
• Complaints related to accessibility are not included in these tables
• The number of flights operated per airline during the time period is provided by a third party (Cirium)

About the CTA

The  Canadian Transportation Agency  is an independent, quasi-judicial tribunal and regulator that has, with respect to all matters necessary for the exercise of its jurisdiction, all the powers of a superior court. The CTA has three core mandates: helping to keep the national transportation system running efficiently and smoothly, protecting the fundamental right of persons with disabilities to accessible transportation services, and providing consumer protection for air passengers. To help advance these mandates, the CTA makes and enforces ground rules that establish the rights and responsibilities of transportation service providers and users and level the playing field among competitors, resolves disputes using a range of tools from facilitation and mediation to arbitration and adjudication, and ensures that transportation providers and users are aware of their rights and responsibilities and how the CTA can help them.

Media Relations Canadian Transportation Agency [email protected] Tel.:  819-934-3448 Follow us:  Twitter  /  YouTube

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Air travel complaints overview

Air travel complaint resolution process.

The CTA's simplified complaint process will be easy to access, more efficient and use new systems and technology to deliver faster outcomes to air passengers who submit complaints to the CTA. The process applies to all air travel complaints, including active complaints that have already been submitted. 

If the complaint meets the eligibility requirements, the passenger and the airline can resolve the case informally through mediation, or a Complaints Resolution Officer will analyze and evaluate the complaint and issue a confidential and binding decision that will determine whether the airline met its obligations and if a remedy (compensation, refund, or reimbursement) should be ordered. 

If you have already submitted a complaint:

• you do not have to submit a new complaint
• the process does not impact the compensation or other entitlements that you may be owed.

Read more about the air travel complaint resolution process .

Case status.

The status of your case may be checked online , at anytime.

We continue to receive a high number of new complaints.

The wait time between when you submitted your case and when it is reviewed can be more than 18 months . We assure you that the wait time will not affect the outcome of your case review. 

The case status result is the most up-to-date information available about your case. Please do not resubmit the same complaint .

Make a complaint

Frequently asked questions

What information and documents do i need to submit a complaint.

You will be asked in the form to provide  information  about your  flight  and the  problems  you experienced. You will also need to  upload your documents  throughout the form. It will be easier if you have your all information and documents in  one place  on your computer, tablet or phone. The documents will need to be in a  digital format  for upload, as we cannot accept physical copies.

Documents and information you will need:

• Proof that you contacted the airline in writing
• Airline ticket, booking confirmation or invoice
• Airline booking number or reservation code
• Booking details, including the complete flight itinerary

Documents and information you may also need:

• Receipts for out-of-pocket expenses related to the problem you experienced
• Ticket number
• Boarding pass
• If you were denied boarding (bumping), you will need written confirmation of what the airline offered you

For baggage-related issues, you may also need:

• Property Irregularity Report (PIR) or Incident report
• Damaged property report, if provided
• Complete list of missing or damaged items, including the value per item
• Receipts for replacement items

Can I submit a complaint about an accessibility issue?

Persons with disabilities have a right to barrier-free travel. The CTA can help with issues about the:

• accessibility of flights to, from, and within Canada
• accessibility of airports in Canada
• accessibility of transportation services by an airline or terminal in Canada
• accessibility of trains, ferries and buses that operate between provinces or territories or between Canada and the United States, as well as rail stations and ferry terminals in Canada

Submit an accessible transportation complaint

For more information about the Accessible Transportation for Persons with Disabilities Regulations, visit our Accessible Transportation page.

What are the eligibility criteria for an Air travel complaint?

Your complaint must meets the following criteria:

• Your complaint has to involve a flight incident that the CTA can address, such as a flight delay. Please visit our website for a list of things that the CTA cannot address such as airport security screening or airline customer service.
• You, or the people you are submitting the complaint for, actually experienced the flight incident raised in your complaint. For example, you cannot submit a complaint about something that you heard about on the news.
• You are looking for   compensation , a refund, or reimbursement for expenses from the airline related to the flight incident raised in your complaint. The CTA cannot award compensation for pain and suffering, or loss of income.
• You have already sent your complaint to the airline in writing before submitting the complaint to the CTA, waited 30 days for the airline's answer, and your complaint remains unresolved.
• Your complaint cannot be vexatious or made in bad faith.

You should also note, if it is clear from the information provided in your complaint, that the airline has fulfilled its obligations under the tariff (the legal document that contains the terms, conditions and other rules that apply to your airline ticket), the complaint may be ineligible. For example, if the airline has already provided you with the compensation you were owed, your complaint would not move forward.

Are there time limits or deadlines for submitting a complaint?

You should act upon your complaint as soon as possible. This will help you establish your case (which may be more difficult after time has passed) and ensure that copies of your documents are available.

Before you submit a complaint to the CTA, you must contact the airline and wait 30 days for their reply.

Deadlines to contact or submit a complaint to the airline:

Damaged baggage: file a claim with the airline within 7 days of receiving your baggage.

Delayed baggage: file a claim with the airline within 21 days of receiving your baggage.

Lost baggage: file a claim with the airline as soon as possible. Your baggage is considered lost when it is delayed for 21 days or when the airline admits to losing the baggage before 21 days .

Flight delays and cancellations: file a request for compensation with the airline within 1 year of the delay or cancellation. The airline has 30 days to make a payment or explain why not.

Do I have to show up in person?

No, your case resolution and any exchange of information or documents will be done electronically.

Are there any costs or fees to submit an air travel complaint?

No. It doesn’t cost anything to submit an Air travel complaint to the CTA.

Do I need a lawyer?

No, you can complete the Complaint form and any actions required during the complaint resolution process yourself. You can, however, have a friend, family member, representative or lawyer submit your complaint form, but you and anyone included in your complaint, must have actually experienced the flight incident raised in the complaint. 

Can I submit a complaint on behalf of someone else?

Yes, as long as you have their consent. Parents/legal guardians do not require consent to act on behalf of their minor children.

Can I submit a complaint about any problem I experience while flying or at the airport?

Depending on the reason for the delay or cancellation, the airline may have to offer  assistance  (food/drinks, communication, overnight accommodation),  rebooking ,  refunds , or  compensation  for inconvenience.

Note: Tarmac delays  are when the plane is delayed on the ground, with the doors closed, before take-off or after landing.

For more information about flight disruptions, please visit  Flight delays and cancellations

Deadlines for filing baggage claims:

To be eligible for compensation, refunds or reimbursement, you must have filed a claim with the airline:

• within  7 days  of receiving your  damaged  baggage
• within  21 days  of receiving your  delayed  baggage on  international flights
• as soon as possible  for  delayed  baggage on flights within Canada
• as soon as possible  for baggage that is considered  lost

If you did not  submit a claim within these time limits , the airline could deny your claim.

For more information about baggage complaints, please visit  Lost, damaged or delayed baggage .

Denied boarding (bumping)  is when there are  more passengers  with valid tickets who have checked in and arrived at the boarding gate  than seats on the plane . This can happen if the flight is oversold or if the plane is changed to one with fewer seats.

Note: Denied boarding is not the same as Refusal to transport , which is when a passenger is not allowed to travel on their flight because of problems with travel documents, pets, ticket payment, missed deadlines, behaviour, health, safety, or for security reasons.

Depending on the reason for  denied boarding (bumping) , the airline may have to offer  assistance  (food/drinks, communication, overnight accommodation),  rebooking  or  refunds , and  compensation  for inconvenience.

Before bumping a passenger , airlines must first ask for volunteers. If you are moved to a later flight, the airline must provide you with a  written confirmation of the benefits  that you accepted. Compensation is only given if the reason for denied boarding was within the airline’s control.

For more information on Denied Boarding (Bumping), please visit  Denied boarding (Bumping) .

This is the full or partial amount you paid for your ticket to your original form of payment. The amount for a partial refund will be calculated based on the original ticket as shown on your ticket, booking confirmation, receipt, or invoice.

This is the amount you paid for your additional fees, including baggage fees, pre-booked seats or pre-paid meals.

This includes  receipts  for food and drinks, access to communication (Wi-Fi, phone or roaming charges), accommodation for overnight delays, and transportation to and from the accommodation.

For  baggage issues , this includes receipts for replacing or renting items that were lost or damaged as well as baggage fees.

This category includes complaints about:

• seating of children near a parent or guardian
• unaccompanied minors
• refund of ticket(s) as a result of a cancelled reservation
• travel credits or vouchers
• charges or changes to my ticket or reservation
• issues with seating
• error(s) with my issued ticket
• airline fares
• loyalty programs operated by an airline

The CTA may be able to review complaints about the  air portion  of travel booked through a travel agency or as part of a tour package. 

Complaints about the  land portion  or  services  of travel booked through a travel agency or as part of a tour package (accommodation, transfers to and from airports, excursions, etc.) fall under provincial jurisdiction.

Please consult the  provincial or territorial government authority for consumers . Your travel agency or tour operator (including on-line reservations) must be registered with a provincial authority in Canada in order to help you.

For complaints about  customs ,  security screening ,  baggage inspection  or  airport security , visit the air transportation section of the Government of Canada  Consumer Hub .

For issues related to  airport facilities or services  (not related to accessibility), you can  contact the airport  directly.

They can help you with:

• Lost and found: items left in public areas in the airport terminal buildings
• Up-to-date flight information
• Terminal maps
• Food and shopping services
• Baggage storage
• Car rentals

For complaints about  airline customer service , you should  contact the airline  directly.

For complaints about  transportation safety  or  unsafe practices  on the plane, you can contact the  Transportation Safety Board of Canada .

For complaints related to  false advertising ,  pricing ,  mergers and acquisitions ; etc., contact the  Competition Bureau of Canada .

If you experience a  human rights issue  during air travel, such as discrimination on the basis of race, gender identity or expression, you can find out more about  human rights complaints and processes  or file a complaint directly with the  Canadian Human Rights Commission .

If you have an issue about  airplane noise , you can get more information from Transport Canada's  Managing noise from aircraft  website.

For issues related to  bilingual service , please contact the  Office of the Commissioner of Official Languages .

eServices Portal and extension requests

What is the eservice portal.

The eServices Portal is the online platform where passengers and airlines can track and participate in the air travel complaint resolution process .

Passengers will be emailed a unique Portal registration link from OTC | CTA (Canadian Transportation Agency) shortly before their complaint resolution process begins.

Note: Due to a high volume of complaints, there will be a delay between when a complaint is submitted and when the complaint resolution process will start.

To fully participate in the complaint process, passengers must register in the eServices Portal. This secure platform allows communication between the passenger, the airlines, and the CTA.

In the eServices Portal, passengers are able to:

• review the information and supporting documents related to their complaint
• get notifications from the CTA
• view the airline's answer to their complaint and submit a reply to the answer
• find out if the case meets eligibility requirements
• if the case is eligible, participate in mediation and/or read the final decision

Portal registration help

Invitations to register on the secure CTA eServices Portal are sent by email when your air travel complaint is close to step 2 (Start Notice) of the air travel complaint resolution process . You must use the portal to participate in the process.

How to register:

• Click the link on the email from OTC | CTA (Canadian Transportation Agency) inviting you to use the eServices Portal. 
• Fill in your name and your email. Note: You must use the same email that the invitation to register was sent to.
• Create a password and confirm (re-type) it.
• You will get a *new* email from OTC | CTA. You must click the link on this email to confirm your account.
• You will be redirected back to the Portal and you can now login using your email and password.
• Every time you login, you will be asked to enter a multi-factor authentication code , which will be sent by email from OTC | CTA during the login process.

Forgot your password?

Click "Forgot your password" on the login page to reset it.

Extension requests for airline answers and passenger replies

Airline answer and passenger reply are step 3 of the air travel complaint resolution process . The airline will be given 14 calendar days from the date of the Start Notice to review the complaint and provide information and/or documents to support its answer to the complaint. Once the airline provides its answer, passengers will be notified and have the option of submitting a reply within 4 calendar days. 

Airlines can request 4 additional calendar days to provide their answer to the complaint.

Passengers can request 1 additional calendar day to reply to the airline answer.

Submitting a request

• Select the Request extra time button at the top right corner of the Airline answer or Passenger reply section of the eServices Portal.
• Explain the reason for the extension request in the text box.
• Click the Submit extension request button

The extension request will be approved in step 4 (Eligibility review) of the complaint resolution process. The extension may be declined, and any documents or information provided during the extension period would not be considered, if:

• the request is submitted outside of the eServices Portal
• the request is made after the deadline for filing an answer or a reply has already passed
• the request does not include the reason the original deadline could not be met.

For more information, please read the extension request section in these guides:

• Passenger eServices Portal Guide
• Airline eServices Portal Guide

Portal support guides

If you need help using the portal, these guides will help you use all the features and steps to participate in your complaint resolution. You can also call 1-888-222-2592, Monday to Friday, from 8:00 am until 8:00 pm ET.

Compensation for flight delays and cancellations is a fixed amount based on the size of the airline and the length of the delay arriving at your final destination airport. The amounts are set out in the Air Passenger Protection Regulations (APPR).

Compensation for denied boarding is a fixed amount based on the length of the delay arriving at your final destination airport. The amounts are set out in the Air Passenger Protection Regulations (APPR).

The CTA does not have the authority under the APPR to award compensation for any issues such as pain and suffering, stress, loss of enjoyment, loss of prepaid travel services/reservations or loss of income.

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Please Wait It should only take a moment

Court to decide if Ontario must pay for surgery to make vagina if patient also wants to keep penis

A non-binary Ontario resident is locked in a legal battle over public funding for surgery to create a vagina while leaving the penis intact

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Article content

In a lengthy legal battle that could lead to more requests for individually customized and unorthodox gender-affirming surgeries, an Ontario resident is seeking publicly funded surgery to construct a vagina while preserving the penis.

The case, now before the courts, reflects a small but growing demand for niche surgeries for people who identify as non-binary, meaning neither exclusively female nor exclusively male.

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To critics, the procedures are risky experiments that illustrate “how far off the rails” gender-affirming medicine has gone and the excesses of “consumer-driven gender embodiment.”

“Our public health-care system is at the breaking point and really needs to focus on procedures that are medically necessary,” Pamela Buffone, founder of the parents’ group Canadian Gender Report, said in an email to the National Post.

“Is this type of surgery health care? The patient will not be physically healthier because of the operation, which is likely to result in complications and the need for corrective surgeries and further demands on the health system.”

LGBTQ rights groups say such surgeries can profoundly improve a person’s quality of life and reduce the distress and deep sense of unease from gender dysphoria. Health-care providers shouldn’t make assumptions about what care may be medically necessary, Egale Canada argued in a written submission to the court.

“Ultimately OHIP’s interpretation (of a vaginoplasty) is exclusionary and discriminates against nonbinary people on the basis of their gender identity,” Egale said. If there is any ambiguity in what should be publicly covered, it should be resolved in favour of the claimant, they said.

As National Post columnist Jamie Sarkonak first reported in September , the case involves 33-year-old K.S., as she is identified in court documents, who was born male but who identifies as female dominant and uses a feminine name.

Ontario’s Health Insurance Plan (OHIP) originally denied K.S.’s request in 2022 for funding for a penile sparing vaginoplasty, a procedure that isn’t available in Canada. The surgery was to be performed at the Crane Center for Transgender Surgery in Austin, Texas.

Is this type of surgery health care?

According to legal documents, K.S. argued that “to ignore ‘the other third’ of her and how she presents would be invalidating; she is ‘both,’ not exclusively one or the other but literally a mix.”

OHIP argued that, while it may be of medical benefit to K.S., a vaginoplasty without penectomy (removal of the penis) is considered an experimental procedure and isn’t listed as an insured service under its schedule of benefits.

K.S. complained to Ontario’s Health Services Appeal and Review Board, which overturned OHIP’s decision, ruling that a vaginoplasty is among the 11 external genital surgeries listed for public coverage, and that it shouldn’t inherently include a penectomy.

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OHIP, in turn, appealed the review board’s decision to Ontario’s Superior Court of Justice. The case was heard in late February. “We do not yet have a decision — it could still be months,” K.S.’s lawyer, John McIntyre, said in an email.

K.S., who has experienced gender dysphoria since a teen, doesn’t completely align with either the male or female genders, the appeal board heard. Her doctor, an Ottawa endocrinologist, supported K.S.’s request for a specific type of bottom surgery.

“It is very important for (K.S.)  to have a vagina for her personal interpretation of her gender expression but she also wishes to maintain her penis,” the doctor wrote in a letter to OHIP supporting the request for prior funding approval. “(K.S.) is transfeminine but not completely on the ‘feminine” end of the spectrum (and) for this reason it’s important for her to have a vagina while maintaining a penis.”

K.S. argued that forcing a non-binary person to undergo binary surgery — male to female, or female to male — would only exacerbate her gender dysphoria and would be akin to an act of conversion therapy, which has been banned in Canada since 2022.

She also wishes to preserve her penis for sexual health reasons and out of concern the “urological rerouting” could create urinary incontinence problems, a recognized complication.

In its decision, the health services appeal tribunal referenced standards of care as set out by the influential World Professional Association for Transgender Health, or WPATH, which considers a penile sparing vaginoplasty a valid treatment option for non-binary people. The board said it adopted the trans care group’s logic that “gender diverse presentations may lead to individually customized surgical requests some may consider ‘non-standard.'”

The Ontario health ministry said it doesn’t comment on matters still before the courts.

K.S. declined to comment when contacted through her lawyer.

In a similar case reported last year by the Globe and Mail, OHIP initially denied coverage to a 41-year-old Ottawa public servant who identifies as transmasculine non-binary and who was seeking the surgical construction of a penis without the removal of the vagina and uterus.

Nathaniel Le May and his lawyers argued that phalloplasty, on its own, is listed as an insured service, and that OHIP was wrong in interpreting that it was only insured if also accompanied by a vaginectomy. The additional procedures, they also argued,  amounted to coerced sterilization.

Two days before the case was set to be heard by the appeal board, OHIP reversed its decision and agreed to fund the surgery.

“My outcome is the same as K.S. We will both have a penis and a vagina,” Le May said in an email to the National Post.

“Why is it considered experimental in her case to have a vagina and a penis, but not in my case? Why did OHIP concede that it is an insured service for me but continue to fight that hers is not? OHIP is being inconsistent,” Le May said.

The Crane Center in Texas offers several non-binary surgical options. “We offer everything you could think of,” Dr. Curtis Crane, a plastic surgeon and reconstructive urologist with fellowship training in transgender surgery, said during a Facebook live Q&A session for patients three years ago. “I can’t think of a time that a patient has come up with a surgical request that I haven’t been able to fulfill.”

Hundreds of messages recently leaked from WPATH’s internal forum included discussions about an anticipated “wave” of requests for non-binary affirming surgeries such as mastectomies without nipples, “nullification” (removal of all external genitalia, just smooth skin) and phallus-preserving vaginoplasty — “non-standard” procedures resulting in bodies that one therapist said “either don’t exist in nature or represent the first of their kind and therefore probably have few examples of best practices.”

Crane argues that vaginoplasty without penectomy surgery is not experimental. “I probably do 10 or so a year; it’s not uncommon,” he said in an interview with National Post. Bodies with mixed genitalia “absolutely do exist in nature,” he added. “There are disorders of differentiation of sexual genitalia that will leave both parts.”

Techniques vary, but with the standard male-to-female vaginoplasty — penile inversion vaginoplasty — a vaginal canal is created and lined using penile tissue. “Next you would move on to surgically dissecting out the phallus, shortening the urethra and making a clitoris,” Crane said.

With penile preservation vaginoplasty, the vagina can be created using scrotal tissue or tissue from other parts of the body, like the abdomen or colon.

Crane said some patients seeking vaginoplasty get sexual gratification from their phallus and don’t want to have to sit to urinate.

“There are all kinds of reasons. I don’t say one reason is not a good enough reason. It’s the patient’s body,” he said. During the Facebook session, Crane said, “It’s kind of assault to make a patient remove an organ that they’re enjoying.”

But Dr. Yonah Krakowsky, a staff urologist at Women’s College Hospital in Toronto and medical lead of the hospital’s transition-related surgeries program, told the review board that phallus-sparing vaginoplasties are considered experimental by most surgeons, published reports on the “functional or psychological outcomes” are lacking and that the surgical technique used in the process is poorly understood.

Crane said he couldn’t recall, “off the top of my head,” the cost of a penile preserving vaginoplasty. When Sarkonak, the Post’s columnist, called the Texas clinic, she was told gender-affirming surgeries can range from US$10,000 to US$70,000, depending on what’s done.

“If someone just has an agenda to say, ‘no,’ (to public funding), you can never compete with that,” Crane said. “And unfortunately, that’s what it is the majority of the time: ‘I’m just gonna say no, because I don’t like this.’”

Others said it’s hard to justify the public coverage when Canadians across the country are facing lengthy wait lists for standard surgeries, and standard diagnostic tests.

“It’s hard to call this actual health care,” said Dr. Roy Eappen, a Montreal endocrinologist and senior fellow at Do No Harm, a medical and policy advocacy group. “There is no evidence that it improves anything physically, and the evidence that it helps mental health is not there either.”

“I can’t see the justification for paying. This is not something that really exists in nature and there is a very high complication rate for these kinds of surgeries,” Eappen said.

“WPATH wants to separate this all from any psychiatric diagnosis and call this ‘consumer driven.’ If that’s the case, then you can pay for it.”

While more people are identifying as non-binary, Crane said there are “plenty” of non-binary people who don’t want any surgery.

Eappen agreed. “I don’t know how many of them will want this kind of surgery. But I think this (case) would encourage them to ask. And I’m not sure we’re actually doing anyone a favour.”

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Rebates rise as carbon price increases to $80 per tonne

Starting today, a litre of gasoline will cost an extra 3.3 cents.

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The federal carbon tax and its associated rebates rise today as the national price on carbon emissions increases from $65 per tonne to $80.

While the national carbon price applies across the country, not everyone pays the federal carbon tax and receives money back.

Carbon pricing works differently in Quebec, the three territories and British Columbia — residents don't receive federal rebates. The remaining provinces are subject to the federal government's carbon tax or fuel levy, and families or residents receive rebates from Ottawa.

Canada also has a mix of federal, provincial and territorial carbon pricing systems for industrial emitters.

• Premiers Higgs, Smith call on MPs to abandon carbon pricing program
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• Industrial carbon pricing has three times the impact on emissions as consumer carbon tax: report

Starting today, the federal carbon tax increase will cost drivers an extra 3.3 cents per litre at the pump. Since Ottawa's fuel levy was introduced in 2019, the carbon tax has added 17.6 cents to the cost of a litre of gasoline. The levies for other fuels can be found online .

The rebates — recently rebranded as the Canadian Carbon Rebate — also have increased along with the carbon price, says Finance Canada. To receive the rebate, you need to file an income tax return. The rebate arrives through direct deposit in your bank account or through a cheque in the mail.

The payments come every three months; the next one is scheduled to arrive as early as April 15.

Here are the amounts a single adult person can expect to receive quarterly:

• $225 in Alberta.
• $150 in Manitoba.
• $140 in Ontario.
• $188 in Saskatchewan.
• $95 in New Brunswick.
• $103 in Nova Scotia.
• $110 in Prince Edward Island.
• $149 in Newfoundland and Labrador.

Here are the amounts a family of four can expect to receive quarterly:

• $450 in Alberta.
• $300 in Manitoba.
• $280 in Ontario.
• $376 in Saskatchewan.
• $190 in New Brunswick.
• $206 in Nova Scotia.
• $220 in Prince Edward Island.
• $298 in Newfoundland and Labrador.

Rural residents get a 10 per cent top-up on their rebates because they tend to drive more and consume more fuel. That rural top-up will double once a bill now before Parliament becomes law.

Nova Scotia, P.E.I, and Newfoundland and Labrador, however, will see their rebates decrease after Ottawa exempted home heating oil from the carbon tax. In October,  Prime Minister Justin Trudeau announced  the government will pause for three years the carbon pricing scheme on home heating oil in the provinces and territories where the carbon levy applies.

While New Brunswick is not seeing a drop in rebate amounts, other Atlantic provinces are because Ottawa is collecting less money from these provinces that tend to be more reliant on furnace oil than other parts of the country. 

All the money that's directly collected by the federal carbon pricing system, the federal government said, is returned to the province or territory where it's collected. About 90 per of the federal carbon tax goes towards rebates. The remainder goes to Indigenous communities, farmers and businesses.

National carbon pricing, a core federal Liberal climate policy, faces mounting opposition. Before Monday's rise, the opposition Conservatives and at least seven premiers called on the government to halt the increase. Conservative Leader Pierre Poilievre says if he forms government he will "axe the tax," because of the financial hardship the rising carbon price places on families and businesses. 

It's unclear if a future federal Conservative government would also get rid of carbon pricing for industrial emitters. Poilievre has not detailed how his proposal to use "technology not taxes" would ensure Canada achieves its emissions reduction targets.

The federal government says eight out of 10 families receive more in rebates than they pay under the carbon tax. The total amounts also can be found online .

A fiscal analysis by the independent parliamentary budget officer backs Ottawa's claim. The budget watchdog's often-cited report found wealthy families will lose money when the carbon price reaches its highest level in 2030-31 at $170 per tonne. Lower and middle-income families will make money from the rebates, said the Parliamentary Budget Officer (PBO).

Carbon tax crash course: How it works and what it will cost you

The PBO also concluded in a separate economic analysis that at $170 per tonne, the federal carbon tax will cut jobs and profits in the transport and oil and gas sectors. This means workers in the oilpatch could lose their jobs and Canadians who hold shares in oil companies like Suncor or Cenovus could see lower investment returns.

"When both fiscal and economic impacts of the federal fuel charge are considered, we estimate that most households will see a net loss," said the Parliamentary Budget Officer Yves Giroux. "Based on our analysis, most households will pay more in fuel charges and GST—as well as receiving slightly lower incomes—than they will receive in (rebates)."

Are emissions falling because of the carbon tax?

After several years of the national carbon price. Environment and Climate Change Canada said its modelling shows Canada's emissions would have been higher without carbon pricing.

The federal department said that in the latest year for emissions data (2021), emissions "would have been approximately 18 megatonnes higher in the absence of Canada's carbon pricing plan." That figure is almost equivalent to the annual emissions of Manitoba.

"Changing the energy system in an economy is a lot like sort of steering a cargo ship. It does take time," said Sara Hastings-Simon, an associate professor at the University of Calgary's faculty of science who studies carbon pricing and energy transitions.

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"So we are just starting to see those, the results of those efforts and that ... if we can continue on that path, if we continue to have the suite of climate policies that we have in place, we will continue to see those emissions starting to fall from where they would have been and actually fall in an absolute sense."

The federal government has said that the price on carbon, including consumer and industrial carbon pricing, is expected to account for roughly one-third of Canada's emissions reductions.

Independent analysis from the Canadian Climate Institute, released in March, shows that the current suite of federal government climate policies is set to significantly reduce Canada's emissions.

The report found that carbon pricing — both the consumer and industrial versions — is projected to reduce emissions by as much as 50 per cent by 2030.

The report shows the pricing policy for large emitters accounts for most of the projected emissions cuts — driving three times the emissions reductions attributed to the consumer carbon price.

Parliamentary budget officer says carbon tax 'least disruptive' way to reduce emissions

The institute's report says industrial carbon pricing is projected to contribute "between 23 and 39 per cent (or 53 to 90 megatonnes) of avoided emissions from all policies implemented to date."

The report says the consumer carbon price accounts for between 8 and 9 per cent (or 19 to 22 megatonnes) of projected emissions reductions.

The Canadian Climate Institute conducts climate change policy research. It describes itself as a non-partisan and independent institute that receives financial support from Environment and Climate Change Canada and other private donors including the Ivey Foundation, Scotiabank and Loblaws. 

ABOUT THE AUTHOR

Senior reporter, Parliamentary Correspondent

David Thurton is a senior reporter in CBC's Parliamentary Bureau. He covers daily politics in the nation’s capital and specializes in environment and energy policy. Born in Canada but raised in Trinidad and Tobago, he’s moved around more times than he can count. He’s worked for CBC in several provinces and territories, including Alberta and the Northwest Territories. He can be reached at [email protected]

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