Air Canada runs complaints through a single online Customer Relations form, and every submission gets a case number. That number matters more than it looks: it is your proof of when the clock started, and the way you check progress without starting over. This guide covers what to write, which rules decide how much you can recover, and what to do when the airline's answer is a refusal.
What kind of problem do you actually have?
Airline complaints fall into three buckets, and each one runs on different rules. Sorting yours first saves weeks.
| Problem | Where the rule comes from | First move |
|---|---|---|
| Long delay or cancellation | Air Passenger Protection Regulations (APPR) | Written claim to Air Canada |
| Lost, late or damaged bags | Airline tariff (domestic) or the Montreal Convention (international) | Report at the airport desk before leaving |
| Denied boarding or seat downgrade | APPR | Ask for the written reason at the gate |
| Refund for an unused ticket | Fare rules and the APPR refund provisions | Customer Relations form |
Using the Customer Relations form well
The form lives at aircanada.com/customerrelations. Air Canada states that it answers within 45 days, and it asks passengers not to open a second case for the same problem, since duplicates can slow the first one down. If you need to add something, reply on the existing case instead.
A complaint that gets paid quickly usually has the same four ingredients: the booking reference, the flight number and date, the receipts for anything you had to buy, and one clear sentence stating the amount or remedy you want. Do not bury the request in a story. Put the facts in date order, then the ask.
If you are writing the letter yourself, use the structure in our complaint letter guide so nothing is missing.
How the delay rules decide the amount
Under the APPR, compensation depends on two things: how late you arrived at your final destination, and why the flight was late. Airlines sort causes into three groups.
- Within the airline's control (crew scheduling, a mechanical fault not tied to safety): compensation is owed. For a large airline the amounts are $400 for 3 to 6 hours, $700 for 6 to 9 hours and $1,000 for 9 hours or more.
- Within control but required for safety (some maintenance): no cash compensation, but standards of treatment still apply.
- Outside the airline's control (severe weather, security threats): no compensation, but the airline must still get you to your destination.
Whatever the reason, a long wait at the airport triggers duties such as food, drink and the ability to communicate. Keep your receipts for anything you buy because the airline did not provide it. Always check the CTA's site for current amounts before you quote a figure.
Baggage has its own clock
Bags move on tighter deadlines than delay claims. For international trips governed by the Montreal Convention, damage should be reported in writing within 7 days of receiving the bag, and a delayed bag within 21 days of it being handed to you. Start at the baggage desk and get a property irregularity report before you leave the terminal, then follow up in writing with a list of what was lost and what each item cost.
Photograph the damage, the tag and the bag itself. Expect depreciation to come into the discussion: airlines usually pay what an item was worth, not what a new one costs, so original receipts help.
When Air Canada says no
- Give the airline the chance to answer in writing. For a delay or cancellation, you have 1 year to claim, and the airline has 30 days to pay or explain its refusal.
- If the 30 days pass or the answer is a no, file a free complaint with the Canadian Transportation Agency. The CTA can order compensation, refunds and reimbursement of expenses, but not damages for lost income or distress.
- Expect a queue. The CTA backlog is long, so file as soon as your window opens. Our report on the CTA backlog explains what that wait looks like.
Card issuers are a second route if you paid for a service that was never provided. See the full airline complaint guide for the escalation order.
Tell Asya what happened on your flight and get a ready-to-send Air Canada complaint.
Write My Air Canada Complaint →Frequently Asked
How do I file a complaint with Air Canada?
Use the online Customer Relations form at aircanada.com/customerrelations. You receive a case number, and Air Canada says it responds within 45 days.
How much is a delayed Air Canada flight worth under the APPR?
When the delay is within the airline's control, a large airline owes $400 for 3 to 6 hours, $700 for 6 to 9 hours and $1,000 for 9 hours or more at arrival. Check the CTA for the latest amounts.
My bag arrived damaged on an international flight. What is the deadline?
Under the Montreal Convention, report damage in writing within 7 days of getting the bag, and report a delayed bag within 21 days. Get an irregularity report at the airport first.
Air Canada refused my claim. What now?
Wait for the written answer or for 30 days to pass, then file a free complaint with the Canadian Transportation Agency and include proof that you contacted Air Canada.
Keep a travel folder
Before a trip, screenshot your booking and keep boarding passes until your claim period has passed. After a disruption, note the times shown on the airport screens and the names of any agents you spoke to. Details like these are what separate a quick claim from a slow one.
Sources & Verification
Contacts and rules on this page come from the carrier's own customer service plan and from the federal regulator.
- Air Canada: Customer Service Plan
- Canadian Transportation Agency: Air travel complaints
- Air Passenger Protection: When an issue happens
ComplaintCA is not affiliated with Air Canada. Compensation amounts and deadlines change, so confirm them with the Canadian Transportation Agency before you rely on them. This is general information, not legal advice.