Help using this web application
First time sign up
To register your account on the CTA’s Air Travel Complaint eServices Portal:
First Time Users:
Click the link on the email from OTC | CTA (Canadian Transportation Agency) inviting you to use the eServices Portal.
1. Fill in your name and your email. Note: You must use the same email that the invitation to register was sent to.
2. Create a password and confirm (re-type) it.
3. You will get a new email from OTC | CTA. You must click the link on this email to confirm your account.
4. You will be redirected back to the Portal and you can now login using your email and password.
5. Every time you login, you will be asked to enter a multi-factor authentication code, which will be sent by email from OTC | CTA.
Forgot your password? Click "Forgot your password" on the login page to reset it.
Further Questions
Q1: Does the invitation to register for the Portal expire?
Invitations to the Portal do not expire. The invitation is sent to the email address that you provided as contact information in your original air travel complaint submission. You are welcome to register for the Portal at any time, which will allow you to review your complaint case submission, check your complaint case status, and engage in the complaint resolution process.
Q2: Why do I have to use the email from the invitation?
The invitation was sent to the email address you provided when you first submitted your air travel complaint. The invitation email address is associated with your complaint case and allows the eServices Portal to properly identify the unique user accessing it. The email is also required to receive your uniquely generated authentication code in order to access the eServices Portal each time you attempt to log in.
Q3: Do I need to enter the authentication code every time I log in?
Yes, a new authentication code will be sent to you every time you log into the eServices Portal. The authentication code is required to access the eServices Portal. The authentication code provides additional security for your account and offers an extra layer of protection against hacking and phishing scams. The default setting on your account is to access the Portal through an authentication code sent to your e-mail address, each time you attempt to log in.
Q4: Does the authentication code expire?
Yes, the authentication code expires after 10 minutes. In order to ensure that the code remains unique to your account, an expiration timer is required to reset the code if not used. If the passenger is using the multifactor authenticator application, the expiration timer is based on the app and is generated every 30 seconds.
Q5: Why does the CTA require the authentication code?
The Canadian Transportation Agency (CTA) requires a uniquely generated authentication code for security: to mitigate unauthorized access and protect the data found on the eServices Portal. We need to make sure that the person accessing our system is the proper individual, using the correct credentials to access their private data.
Q6: What is multi-factor authentication?
Multi-factor authentication (MFA) is a security measure that requires a user to provide more than one credential to verify their identity. This means that in addition to a password, a user must also provide another form of authentication, using a one-time code sent to their email or smartphone to access an account or system. The password and the authentication codes are independent of one another, adding another layer of identity assurance for a more secure experience.
Q7: I don't have a smart phone or mobile device. Do I have to download a multi-factor authentication app?
You do not need to download a multi-factor authentication app on your mobile device to use the CTA eServices Portal, since the email authentication code is the default option. Another way of generating a unique authentication code is by downloading a multi-factor authentication app to your phone or other mobile device. This way, you can look up the code on an app instead of in your email, if that is your preference.
eServices Portal – General Use
Q1: Is the Portal mobile friendly?
Yes, the eServices Portal has been designed to be used on a variety of screens, including mobile phones.
Q2: Which browsers support the Portal?
The eServices Portal supports most desktop and mobile browsers but we recommend using Microsoft Edge, Google Chrome or Safari.
Q3: Does the Portal time-out?
The eServices Portal times out after 30 minutes of inactivity, at which point users will be automatically logged out.
Q4: Can I use this Portal to submit my complaint?
The Portal is not intended for new complaints. To submit a new complaint, please visit https://rppa-appr.ca/eng/air-travel-complaints
The Portal is intended for passengers to view the status of their previously submitted complaint, review their complaint information and participate in the complaint resolution process.
