eConciliador is a fully automated online resolution platform that assists in amicably settling claims. eConciliador has been authorized by Air Canada to help manage the resolution process for certain claims.

Your information is protected by being both stored and transmitted in an encrypted manner through a secure HTTPS connection to prevent unauthorized access. To access the eConciliador platform, you are not required to install or download anything on your phone, tablet, or personal computer.

You will receive an invitation via email from the eConciliador email address ([email protected]) with a link to access their platform.

You can access the eConciliador platform via smartphone, tablet, or personal computer; there is no need to install or download anything. To review the Air Canada proposal, simply enter your email and CTA Complaint Number (for invitations to resolve your CTA dispute) or your email and CAS number (for resolution of your flight delay and cancellation claim through aircanada.com) when prompted.

If you are not able to access the eConciliador platform via the link you received, or are experiencing technical issues, please contact [email protected].

NOTE: The Air Canada Customer Support team is unfortunately able to assist you with any issues you may be having with the eConciliador platform.

If your claim was selected to be part of the eConciliador dispute resolution process, you will receive an invitation via email within 24 hours of receiving your confirmation email from Air Canada Customer Care.

Settlements are offered via the eConciliador platform. The Air Canada Customer Support team is unfortunately not able to provide any information regarding your claim.
You will be able to provide your feedback on the eConciliador platform for Air Canada’s review. Please do not submit another case through our webform or call the Air Canada Customer Support team.

If you accept the compensation option, it will take up to 2 weeks to process. Credit options will be sent by email. Cash settlement and reimbursement of expenses will be refunded by Interac bank transfer for customers within Canada, cheque for customers in the United States, and bank wire for international customers.

Authentication is a crucial step in ensuring the security and integrity of our customers. By verifying your identity, it helps us safeguard against potential fraud and ensures that only authorized individuals can access your compensation.

Air Canada eGift Cards can be redeemed at aircanada.com, used to book a new flight or to pay for additional travel options or services (e.g. Preferred Seating, Advance Seat Selection, or change fees) on aircanada.com or through our Call Centre for flights on Air Canada, Air Canada Rouge or Air Canada Express. They are fully transferrable and will never expire.

For ticket purchases, you can use up to two (2) eGift Cards provided that the total cost of the ticket purchase is covered fully by both eGift Cards. Due to system limitations, a maximum of two (2) forms of payment is permitted on a single booking at time of purchase.

eGift Card cannot be used toward the purchase of Air Canada Flight Passes, group travel, Air Canada Cargo products and services, Air Canada Maple Leaf Club membership fees, on board for Air Canada Bistro or duty-free purchases, toward the purchase of hotel stays, car rentals and/or travel insurance or when using Uplift as a payment method.

Due to system limitations, only one (1) form of payment is accepted when purchasing a seat or travel option for an existing booking. If the fee or travel option cost is greater than the balance of the eGift Card, please use another form of payment. You will then be able to request that the credit from your eGift Card be refunded to your original form of payment by contacting Customer Relations with proof of the form of payment used to pay for the seat or travel option and include the details of your unused eGift Card.

If you purchased a refundable fare or travel option, the portion paid with an eGift Card will be refunded to your original eGift Card. eGift Cards cannot be sold. Unlawful sale or attempted resale is grounds for seizure and cancellation of the eGift Card without compensation. If the eGift Card is lost or stolen or used without authorization, the value will not be refunded. eGift Cards are not credit or debit cards and have no implied warranties.

Air Canada reserves the right, and the eGift Card holder agrees, that Air Canada may at any time change the present Terms and Conditions or contract with another third party to administer the eGift Card program.

Air Canada reserves the right to refuse, suspend, hold for review or cancel any eGift Card for which unlawful use is suspected, for eGift Cards mistakenly issued in an incorrect denomination, or for any other violation of the present Air Canada Terms and Conditions.

Air Canada reserves the right to reject any claim for replacement of an eGift Card where there is suspicion of fraud or dishonesty (e.g., altered eGift Card or false request for replacement). Air Canada reserves the right to deactivate or reject any eGift Card issued or procured, directly or indirectly, in connection with fraudulent actions. Air Canada is not responsible for any stored value balance.

Please send a message to [email protected] and someone will be in touch with you shortly