As a traveller, you will come into contact with many organizations when planning your trip and throughout the course of your travels. The following list can assist you in bringing your inquiry or concerns to the attention of the appropriate organization in a timely manner:
Air Carriers:
Contact your air carrier for information about:
- Tickets and flight itineraries
- Baggage - Weight, size, number of pieces allowed (carry-on and checked baggage)
- Baggage complaints and inquiries (not related to pre-board screening)
- Identification requirements
- Transportation of pets
- Passenger escorts
- What items can be transported in carry-on and checked baggage (even if an item is permitted by CATSA, if you have any questions or concerns, check with your air carrier)
Canadian Airports
Contact the airport for information about:
- 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
- Parking
- Car rentals
Canadian Government
Canadian Air Transport Security Authority (CATSA)
Call toll-free 1-888-294-2202
- Inquiries and complaints regarding pre-board screening
- Inquiries and complaints regarding checked baggage screening
- Screening processes for travellers
- Items permitted and not permitted in carry-on and checked baggage
Canada Border Services Agency (CBSA)
Call toll-free 1-800-461-9999 or TTY 1-866-335 3237
- What to declare?
- Travelling with children
- Amount of money or objects allowed to cross the border
- Food related issues (e.g. foods allowed to be brought into Canada)
- Medication allowed to cross the border
- Foreign travellers entering Canada
- NEXUS
- CANPASS
Canadian Food Inspection Agency (CFIA)
Call toll-free 1-800-442-2342
- Importation of plants and food items into Canada
Canadian Transportation Agency (CTA)
Call toll-free 1-888-222-2592 or TTY 1-800-669-5575
- For investigations of unresolved issues with your air carrier
- “Fly Smart” booklet for individuals flying to, from and within Canada.
- Accessibility issues, including passengers with disabilities
Citizenship and Immigration Canada (CIC)
Call toll-free 1-888-242-2100 or TTY 1-888-576-8502
Foreign Affairs Canada
Call toll-free 1-800-267 6788 or TTY 1-800-394 3472
- International travel assistance
- Country profiles
Passport Office
Call toll-free 1-800-567-6868
- Requirements for international travel (including US)
- Questions regarding expired passports
- How to obtain a passport
Public Safety Canada
Call 1-613-991-3301 or TTY 1-866-865-5667
- Information about keeping Canada safe
- Canada – US border security
Transport Canada (TC)
Call 1-613-990-2309 or toll-free 1-800-305-2059 or TTY 1-888-675 6863
- Transportation of dangerous goods
- Inquiries and complaints about regulatory issues (not the implementation of regulations, which is CATSA’s responsibility)
- Private aircraft arriving from outside Canada
Service Canada
1-800-O-Canada
Call 1-800-622 6232
- Public safety
- Ordering travel information brochures
- Obtaining a clear, resealable 1 litre bag for packing your liquids, aerosols and gels in your carry-on baggage.
- Travel and passports
- Information for newcomers to Canada
US Government
US Transportation Security Administration (TSA)
Call toll-free 1-866-289-9673
- Questions about screening procedures for flights departing from US airports
- Information on filing a claim for items lost, stolen or damaged at US airports
- TSA “Watch List” clearance procedures
- Information about permitted and not permitted items.
US Customs and Border Protection (CBP)
Call 1-877-CBP-5511 (1-877-227-5511)
Outside of the U.S., call (202) 325-8000
- Pleasure and business travel for US residents
- Travel alerts
- Restricted and prohibited items
- Identification and entry requirements for foreign visitors
- Clearing goods through Customs
- Frequent traveller programs (e.g. NEXUS)
- Advance Passenger Information System (APIS)
International