How to File a Complaint and Follow the Process

At Canada Aviation Dispute Resolution (CADR), we make it as simple as possible for you to raise a complaint and have it reviewed fairly and independently. Here’s how it works — and what you’ll need to prepare to make sure your claim goes smoothly.
Watch the help videos HERE

Step 1: Try to Resolve It with the Airline First
• Contact the airline’s customer service directly.
• Explain the issue clearly and keep copies of all correspondence.
• Airlines usually have up to 30 days to respond.
If you’re not happy with their final response — or you don’t get one — you can bring your complaint to CADR.

Step 2: Check If Your Complaint is Eligible
CADR can look at most complaints about flights to, from, or within Canada, including:
• Flight delays or cancellations
• Denied boarding (overbooking)
• Lost, delayed, or damaged baggage
• Refund issues
• Communication and service standards
• Accessibility-related problems
We can’t handle claims that are already in court or with another resolution body.

Step 3: Gather the Right Documents
Preparing clear, complete information helps CADR review your complaint faster. Here’s what you should have ready for each type of claim:

For Flight Delays or Cancellations
• Booking confirmation or e-ticket
• Boarding passes (if available)
• Written proof of delay or cancellation (emails, texts, airline notifications)
• Receipts for expenses (meals, hotels, transport)
• Any correspondence with the airline about compensation or refunds

For Denied Boarding
• Booking confirmation and boarding pass
• Written proof you were denied boarding (gate agent notice, rebooking paperwork)
• Any compensation offers you received
• Receipts for related expenses if you had to pay for food, hotels, or alternate transport
• Written communication with the airline

For Lost, Damaged, or Delayed Baggage
• Baggage claim tags
• Written baggage report filed at the airport
• Receipts for replacement items or essential purchases
• Photos of damaged baggage if applicable
• Any emails or letters you sent to the airline
• Proof of any compensation offered so far

For Accessibility Complaints
• Booking details and boarding pass
• Any evidence showing how your accessibility needs were not met (e.g. lack of assistance, denied boarding, inaccessible communication)
• Communication with the airline or airport staff
• Medical notes if you wish to share (optional) to show relevant accommodation needs

Step 4: Submit Your Complaint to CADR
• Complete our secure online complaint form at cadr.ca/complaints
• Upload your documents and evidence
• Clearly describe what happened and what outcome you’re seeking
Once received, you’ll get a confirmation and your CADR Case ID.

Step 5: What Happens Next
• Initial Review — We check your claim and may ask for more information if needed.
• Airline Response — The airline will be asked to respond to your claim.
• Investigation & Decision — Our trained adjudicators review both sides, apply Canadian passenger rights rules, and reach a fair decision.
• Outcome — We’ll share the result with you and the airline. If compensation is due, the airline will handle payment directly.

How Long Will It Take?
Most cases are resolved within 60–90 days, depending on complexity and how quickly both sides respond.

Why CADR?
• Independent — We are neutral and not connected to any airline.
• Free for passengers — Airlines cover the cost of using CADR.
• Fair and transparent — We apply the law and industry rules so you get what you’re entitled to.

Need Help?
If you have questions about filing your complaint or what documents to prepare, we’re here to help.
Contact our support team HERE:
CADR — Helping you resolve air travel complaints fairly, quickly, and at no cost.