Air Travel Complaints Program

FAQ's - How to file a complaint Complaints - Home The Agency's Role Jurisdiction of the Agency Types of Complaints General Consumer Information How to file a complaint People who want to make a complaint against an air carrier may mail or fax the Agency at: Canadian Transportation Agency Air Travel Complaints Program Ottawa, Ontario K1A ON9 Fax: (819) 953-5686 For more information, you may call the Agency from Monday to Friday, from 8 am to 8 pm, Eastern Time, at: Phone: 1-888-222-2592 TTY: 1-800-669-5575 You may also file a complaint directly over the Internet Is there anything I should do before I contact the Agency? You should collect all your facts, receipts, names and phone numbers of people to whom you spoke and, most importantly, a copy of your ticket. Having this information at hand will assist in the review of your complaint. Approaching the carrier with your concerns is often a good idea as many problems can be handled quite quickly that way. In the end if you feel that you have a justifiable complaint, or if you are not satisfied with how the airline has resolved your complaint, you may bring it to the Agency. Do I need to complain to the carrier first? In many instances, issues or problems may be dealt with quite quickly and simply by bringing the situation to the attention of the carrier first . Some issues such as quality of service provided by an airline should first be brought to the carrier's attention before the Agency will be able to address your complaint. How can I complain to an air carrier directly when I don't know how to reach them so that my complaint will get dealt with? Here is a list of the largest Canadian Air Carriers' Customer Service Departments . What if I don't have all the information from my flight? While it would be helpful to have as much information as possible concerning your air travel arrangements, this does not prevent you from filing your complaint. However, you may encounter delays while staff researches the information that is needed to deal with the complaint. In some cases, it may be impossible to make a determination without sufficient relevant information. What needs to be included in my complaint? The more detail you can provide in your complaint, the more easily the matter can be resolved. Please see the complaint forms for details on the type of information which you should provide for different types of complaints. If you do not have all the information that the form requires, that is okay, but it will take extra time to find that information and process your complaint. Is there a time limit to file a complaint? No, but in practical terms it is better to bring the matter to the carrier's or Agency's attention sooner rather than later. The older a complaint, the more difficult it may be to obtain necessary documents, records, or information. Do I need a lawyer? You do not need to hire a lawyer in order to file a complaint with the Canadian Transportation Agency. The complaint process is simple and easy to understand. Of course, you may consult a lawyer if you wish. Are there any fees/costs to process my complaint? There is no charge to file a complaint with the Agency. Once I file my complaint, what happens? When the Agency receives a complaint, a few things must be verified before the complaint can be processed. First, the complaint is examined to determine if it falls within the jurisdiction of any other government department or agency. If so, then it will be referred to the appropriate organization, and at the same time you will be notified where it has been sent. Then, it must be verified that you have first raised the issue with the air carrier. If you have not, then your complaint will be forwarded to the airline on your behalf to give the carrier the opportunity to resolve it. If you are still not satisfied with the way in which the airline handled your complaint, then the Agency can become involved. The nature of the complaint and the outcome that you seek will be determining factors in how the Agency deals with your complaint. Your complaint will be reviewed to ensure that it is clear and complete. It is possible to expedite matters if you collect all the facts, receipts, names and numbers of people who were involved and, most importantly, a copy of the ticket. Having this information at hand will greatly assist in the review and resolution of your complaint. Once the Agency has received all your relevant information, it will be forwarded to the carrier to give the airline a chance to respond. Should the air carrier raise any new issue or information, then you may be asked to respond. The Agency will try, whenever possible, to arrive at a solution acceptable to both parties. Even if your particular complaint cannot be resolved, it will prove useful in assisting the Agency to analyze and report on trends in customer service issues for the airline industry. If you are curious about the status of your complaint at any time, you may call the Agency staff assigned to your case, using your case reference number, to get an update. How long does it take? The Agency's procedures for a regulatory complaint require a resolution within 120 days unless an extension is agreed to by all parties. The length of the complaint process will depend heavily on the complexity of the complaint, on the quality and accuracy of information that is provided, and the type of outcome you seek. It is possible to expedite matters if you collect all the facts, receipts, names and numbers of people who were involved and, most importantly, a copy of the ticket. Having this information at hand will greatly assist in the review and resolution of your complaint. What will the Agency do if it finds in my favour? The Agency's response will depend on the nature of the complaint. If the Agency found that a fare, rate or increase offered on a route within Canada served by only one carrier was unreasonable, then the Agency could disallow the fare, rate or price increase; direct the carrier to reduce the fare, rate or increase; and order the payment of refunds, if practical, to passengers who were found to have been overcharged. If the Agency found that a term or condition of carriage in a carrier's tariff was unreasonable or unduly discriminatory, it could prohibit the carrier from applying that term or condition, and it may also substitute a new term or condition in its place. If the Agency found that a carrier failed to apply its tariff , it could order the carrier to apply its tariff as written and order the carrier to pay compensation for out of pocket expenses to a passenger if he or she was adversely affected by the carrier's failure to apply its tariff. If the complaint involved a carrier discontinuing or reducing its service to a community without giving proper notice, the Agency could order the carrier to resume service for up to 60 days or could impose a fine. In some circumstances, the Agency can also fine a carrier for specified violations of the Act. What happens if the Agency does not find in my favour? If the Agency finds in favour of the air carrier, the complaint would be dismissed and the matter would be closed. What happens if I'm not happy with the outcome of my complaint? If the facts or circumstances relating to an Agency decision changed after the decision was made, then either you or the carrier could ask the Agency to review its finding. You may also appeal the Agency's finding to the Federal Court of Appeal or ask the Federal Cabinet to review it. These processes would probably require the assistance of a lawyer. The Air Travel Complaints Program's role is to assist air travellers in resolving their complaints against air carriers through an informal complaint process. If a satisfactory resolution to the complaint is not achieved, the case may be referred to the Agency's formal complaint process. Last Updated: 2005-10-24 [ Important Notices ]

Switzerland Travel Guide >

Swiss Rail Improvements 2005 - Switzerland Train Travel Gets Faster and More Comfortable You are here: About > Travel > Europe for Visitors > Germany Austria Switzerland > Switzerland Travel Guide > Swiss Rail Improvements 2005 - Switzerland Train Travel Gets Faster and More Comfortable Travel Go Europe Essentials European Vacation Planning Map Europe Travel 101 - Before you Go European Distances The Best of Europe European Photo Gallery Articles & Resources Europe Travel Planning What to do In Europe Lodging - Hotels and More European Travel Maps Sex and Nudism Travel Photography Transportation Benelux Countries France Germany Austria Switzerland Greece Italy and Malta Travel Info Scandinavian Travel Spain and Portugal United Kingdom and Ireland Buyer's Guide Before You Buy Top Picks Italy Travel Guidebooks Europe Travel Guidebooks German Travel Guidebooks Product Reviews Forums Help FREE Newsletter Sign Up Now for the Europe for Visitors newsletter! See Online Courses Search Europe for Visitors Switzerland Fast Rail Travel: Swiss Tilting Train Photo provided by RailEurope Stay up to date! Switzerland Fast Rail Travel: Swiss Tilting Train Photo provided by RailEurope Email to a friend Print this page Switzerland Travel Resources Switzerland Travel Directory Switzerland Travel Map and Resources Swiss Rail Pass and Transportation Information Switzerland Rail Travel Resources Rail 2000 Information from Swiss Rail SSB Switzerland Rail Passes Swiss Rail SSB Recent Discussions Need Help Planning a Trip Accomodation in london Mediteranean Feries Most Popular Europe Map - Distances Between Cities in Western Europe Europe's Best Nudist Beaches Europe Picture Galleries Italy Pictures Europe Travel 101 - Before You Travel to Europe for the Firs... What's Hot Power Adapters Noord-Holland - Delights of North Holland Travel Visiting Pompeii Italy Guidebooks Naples - Getting There Related Topics France for Visitors Greece for Visitors United Kingdom / Ireland for Visitors Eastern Europe for Visitors Italy for Visitors Switzerland Rail Travel - What's New in Swiss Trains and Timetables From James Martin , Your Guide to Europe for Visitors . FREE Newsletter. Sign Up Now! Aug 28 2005 Travel in Switzerland just got easier Switzerland's rail system is undergoing an expansion program called Rail 2000. What's in it for the traveler to Switzerland? Shorter travel times, more frequent service - including half-hourly departures between major cities - and greater comfort on a growing number of new and refurbished trains. You can get to Switzerland's major airports by train, and in 2005 it'll be easier and more convenient. In early morning on Swiss rail, some cars are designated "quiet cars" where even talking is prohibited--and it's enforced. Switzerland also offers some of the most innovative rail passes in Europe (see below). The New Timetables for Switzerland Trains Starting December 12, 90% of Switzerland's trains will run on a new timetable with half-hourly service between all major cities. To simplify travel planning, arrivals and departures will be on the hour and the half-hour in major hubs (such as Zurich, Basel, Bern). Shorter Travel Times on Swiss Rail The core infrastructure project of Rail 2000 responsible for reducing travel times is the recently completed 29 mile-long rail line between Bern and Olten. This line allows trains to travel at 100 mph and shaves 15 minutes off travel times between Bern-Zurich, Bern-Basel and Bern-Lucerne. When a new signaling system becomes operational, trains will run at 124 mph. The new line enables all travel times within the Bern-Basel-Zurich triangle to be less than one hour. Other Rail 2000 construction projects helping to reduce travel times are a new tunnel between Zurich and Thalwil and a new track between Geneva and Coppet, both already in service. The New Fleet of Trains 44 sleek tilting ICN trains traveling up to 15% faster than conventional trains and featuring a restaurant car and business class compartments, as well as 1st and 2nd class compartments; see the picture above. 340 double-decker Intercity trains, with 1st and 2nd class compartments and business seats, and on certain routes a child-friendly family car, bistro/bar on the lower deck and restaurant on the upper deck; 460 refurbished Intercity trains with 1st and 2nd class compartments Improved service to tourist destinations Most alpine tourist destinations will offer faster, more direct service to/from Zurich and Geneva and their airports: Interlaken - Half-hourly service to/from Zurich Airport (now hourly), 15 minutes shorter time. Zermatt and Saas Fee - Reach Zermatt up to 30 minutes faster from Zurich Airport. New direct service Zurich Airport-Brig every other hour means only one change (now two) to go to either resort. Lausanne, Montreux, Aigle, Martigny, Sion - Half-hourly service to/from Geneva Airport. Davos, St. Moritz, Arosa - Hourly non-stop trains Zurich-Landquart and better connections in Chur or Landquart make the trip to/from Zurich up to 25 minutes faster. Trains on these routes will also have more space for sports equipment and luggage than currently. Locarno - New direct train every hour from either Basel or Zurich. Switzerland Rail Passes There are quite a few options for the traveler these days. You can buy a Swiss Pass with different durations and savings, or you can buy combo passes that combine travel on Swiss Railways with other bordering countries (currently France and Austria). For information on Rail Passes in Switzerland on one handy page, see Rail Europe: Switzerland Rail Passes . Perhaps the most interesting of the services provided is the Fly Rail Baggage option. For $15 US you can check in your luggage at the airport, make your way to the train and pick up your luggage there. Imagine, you don't have to lug all your bags from your destination to the train station! For more on selecting a Swiss rail pass, see our Swiss Rail Pass and Switzerland Transportation Information . Topic Index | Email to a Friend Our Story | Be a Guide | Advertising Info | Work at About | Site Map | Icons | Help User Agreement | Ethics Policy | Patent Info. | Privacy Policy | Kids' Privacy Policy ©2005 About, Inc., A part of the New York Times Company . All rights reserved. Around About New Video iPod - Review POLL: Must-Have Gadgets VIDEO: Portable Gaming VIDEO: Choosing a TV Hugh Hefner's Life What's Hot Power Adapters Noord-Holland - Delights of North Holland Travel Visiting Pompeii Italy Guidebooks Naples - Getting There

Russia Travel Guide From

Russia Travel Guide You are here: About > Travel > Eastern Europe for Visitors Travel Go Eastern Europe Essentials Best of Eastern Europe Map of Central/Eastern Europe Photo Gallery Country Profiles Discount Travel Websites Articles & Resources Planning Your Trip Ways to Travel What to Do in East Europe Maps for Eastern Europe Czech-SlovakTravel Hungary Travel Poland Travel Russia-Belarus-Ukraine Romania-Moldova Travel Baltic Travel Balkan Travel Culture and Holidays Photo Galleries East Europe Travel and Language Books Forums Help FREE Newsletter Sign Up Now for the Eastern Europe for Visitors newsletter! See Online Courses Search Eastern Europe for Visitors Stay up to date! Email to a friend Print this page Most Popular First Christmas Tree Europe map Best of Eastern Europe Croatia Naturism and Nudism Discount Travel Websites What's Hot Krakow Photo Gallery Profiles of Eastern Europe Moscow City Profile Czech Republic Photo Gallery - Charles Bridge and castle Sofia's Religous Buildings Related Topics Hotels / Resorts / Inns European History Architecture Air Travel Europe for Visitors Russia Travel Guide From Apply Now , Your Guide to Eastern Europe for Visitors . FREE Newsletter. Sign Up Now! Welcome Welcome to the Travel Guide for Russia! This online tourist planner will help you prepare for visiting the immense country of Russia. While this planner will give you plenty of information, if you have a specific question not found here, visit the Eastern Europe for Visitors Forum and post your question there. Country Profile Brief glimpse of essential information about Russia Travel facilities Language People Government Economy Before You Go Tourist Info/Travel Tips When to Go Visas/Passports/What You Can Bring Need to Know Time Zone Electricity Weather Public Holidays Money Matters Currency and where to exchange money Credit cards ATMs Prices Communications Telephones (cards, mobile) Post office Internet access News/TV/Radio Webcams Transportation: Long Distance Airlines Airports Trains Rail passes Express buses & coaches Car rentals Transportation: City Transit General information about Russian public transportation: metro, trams, trolleybuses, buses, taxis. Moscow transit system St. Petersburg transit system Transportation: Driving Rules of the road Speed limits Parking Health and Safety Health issues Crime Medical Information/Immunizations Sex Pharmacies Lodging Hotels Apartments Camping Hostels Private rooms Resorts Dining/Drinking Cuisine Restaurants Bars Cafes What to drink Tipping Shopping Store hours How to pay Department stores Markets What to buy Topic Index | Email to a Friend Our Story | Be a Guide | Advertising Info | Work at About | Site Map | Icons | Help User Agreement | Ethics Policy | Patent Info. | Privacy Policy | Kids' Privacy Policy ©2005 About, Inc., A part of the New York Times Company . All rights reserved. Around About New Video iPod - Review POLL: Must-Have Gadgets VIDEO: Portable Gaming VIDEO: Choosing a TV Hugh Hefner's Life What's Hot Krakow Photo Gallery Profiles of Eastern Europe Moscow City Profile Czech Republic Photo Gallery - Charles Bridge and castle Sofia's Religous Buildings

Germany Travel > Germany

Germany Travel Guides - Recommended Guidebooks for Germany You are here: About > Travel > Europe for Visitors > Germany Austria Switzerland > Germany Travel > Germany Travel Guides - Recommended Guidebooks for Germany Travel Go Europe Essentials European Vacation Planning Map Europe Travel 101 - Before you Go European Distances The Best of Europe European Photo Gallery Articles & Resources Europe Travel Planning What to do In Europe Lodging - Hotels and More European Travel Maps Sex and Nudism Travel Photography Transportation Benelux Countries France Germany Austria Switzerland Greece Italy and Malta Travel Info Scandinavian Travel Spain and Portugal United Kingdom and Ireland Buyer's Guide Before You Buy Top Picks Italy Travel Guidebooks Europe Travel Guidebooks German Travel Guidebooks Product Reviews Forums Help FREE Newsletter Sign Up Now for the Europe for Visitors newsletter! See Online Courses Search Europe for Visitors Stay up to date! Email to a friend Print this page Suggested Reading Germany Travel Resources Germany Map and Travel Essentials Related Guide Picks European Guidebooks European Walking Guidebooks Most Popular Europe Map - Distances Between Cities in Western Europe Europe's Best Nudist Beaches Europe Picture Galleries Italy Pictures Europe Travel 101 - Before You Travel to Europe for the Firs... What's Hot Power Adapters Noord-Holland - Delights of North Holland Travel Visiting Pompeii Italy Guidebooks Naples - Getting There Related Topics France for Visitors Greece for Visitors United Kingdom / Ireland for Visitors Eastern Europe for Visitors Italy for Visitors Top 10 Germany Travel Guides and Guidebooks Guide Picks From James Martin , Your Guide to Europe for Visitors . FREE Newsletter. Sign Up Now! Germany is the second most popular country to travel to in Western Europe, according to the stats on this site. Once you have the basics, you might want a written guidebook to take along with you. Here are some of the best, including some specialty guidebooks for Christians, wine lovers, and, well, dummies. Note that some 2005 German Guidebooks are listed here; you'll have to pre-order them but many will be available before Christmas. 1) Rick Steves' 2005 Germany and Austria Rick Steves is the king of innexpensive, independent travel. He'll get you to the "back doors" of Europe, providing you get there before the millions of others just waiting to kick them down. So why not go for the 2005 edition before people catch on? Rick's guides aren't as comprehensive as most guides in this category, they pretty much only take you to the places Rick finds captivating. 2) Lonely Planet Germany Lonely Planet has been doing guidebooks for robust, independent travelers for a while, using a stable of fine writers rather than a single writer for each guidebook. Lots of maps, including 35 city maps and maps of each German state. 3) Frommer's Germany 2005 A bit more up-market than Lonely Planet or Rick Steves, this guide will give you the goods on the better places to stay and eat. You'll have to pre-order to get the 2005 version. 4) Let's go Germany 2005 You budget savvy travelers will get a lot out of the Let's Go guides, aimed for the younger traveler who doesn't need luxury or haute cuisine. 5) Insight Guide Germany Insight Guides are known for their photography. But do you want to carry photographs around to the places you're going to see? On the other hand, the extra weight of the slick Insight guides may not bother you if you're still undecided on a destination and want to check things out visually. 6) The Christian Traveler's Guide to Germany Ok, forget the bars and adult areas of Germany, this book is for those who wish to explore the roots of their religion. Visit the top ten Christian heritage sites in Germany, and get an overview of the religious aspects of the country's development through history. 7) Michelin Green Guide to Germany This was last updated in 2000, but if you want to know where to go for the best grub in Germany, this may be the guidebook for you. Green guides are compact and tell you just the basics. 8) Germany for Dummies Don't have a clue? Well, read our own stuff on Germany, then get a dummies book. You'll get tear-out maps and lots of best-of lists from novelist, playwright, and travel writer, Donald Olson. 9) Do as the Germans Do You'll want to know how to behave when you're in Germany, and get a few tips on the lingo. Hyde Flippo, of About's German language site, lets you in on the secrets of getting a table in a decent German restaurant or making small talk to the person across the table from you. 10) A Traveller's Wine Guide to Germany There's more to drink than beer in Germany. In fact, there are thirteen wine regions and lots of wine flowing in those restaurants and bars. If you're really into vino, you'll need a good guide to enjoying the pleasures of the grape while you're in Germany Important product disclaimer information about this About site. Topic Index | Email to a Friend Our Story | Be a Guide | Advertising Info | Work at About | Site Map | Icons | Help User Agreement | Ethics Policy | Patent Info. | Privacy Policy | Kids' Privacy Policy ©2005 About, Inc., A part of the New York Times Company . All rights reserved. Around About New Video iPod - Review POLL: Must-Have Gadgets VIDEO: Portable Gaming VIDEO: Choosing a TV Hugh Hefner's Life What's Hot Power Adapters Noord-Holland - Delights of North Holland Travel Visiting Pompeii Italy Guidebooks Naples - Getting There

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