Air Canada is using a fast and secure online dispute resolution platform called eConciliador* to resolve some customer Air Passenger Protection Rights claims.
This new process makes it possible to settle your claim anytime from your phone, tablet or personal computer in just a few minutes. No more waiting on the phone or exchanging emails.
If you received an invitation via email from eConciliador (resolution@aircanada.econciliador.com), rest assured that this is a legitimate email. We ask that you please proceed to view the settlement offered by Air Canada and make your selection.
Frequently asked questions
What is eConciliador?
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.
How can I be sure that the platform is safe and secure?
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.
How can I access the eConciliador platform?
You will receive an invitation via email from the eConciliador email address (resolution@aircanada.econciliador.com) 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.
What if the link does not work or the system is experiencing technical issues?
If you are not able to access the eConciliador platform via the link you received, or are experiencing technical issues, please contact technicalsupport@aircanada.econciliador.com.
NOTE: The Air Canada Customer Support team is unfortunately not able to assist you with any issues you may be having with the eConciliador platform.
What if I want to speak to Air Canada about my complaint?
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.
When will I receive my invite from eConciliador?
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.
* eConciliador has been authorized by Air Canada to help manage the dispute resolution process and advise Air Canada if a complaint has been resolved.