The Passenger Protect Inquiries Office (PPIO)
The Passenger Protect Inquiries Office (PPIO) is in place to provide advice and assistance to individuals who have experienced travel delays or difficulties related to aviation security lists.
Step 1: Should you contact the PPIO?
The PPIO can assist individuals who believe their travel was disrupted due to an aviation security list. In particular, individuals who:
- were delayed during the check-in process and asked to provide identification at the check-in counter for identity verification;
- were delayed the issuance of a boarding pass due to arrangements made by a ticketing agent (e.g. a ticket agent placed a call before providing you with a boarding pass); and/or
- were denied boarding and/or were informed that they are on an aviation security watch list.
If you have been denied boarding under the Passenger Protect Program (PPP) you may apply directly for recourse within 60 days after you were denied transportation, to request that your name be removed from the Secure Air Travel Act (SATA) List. If you have not received a written notification, you have not been denied boarding under the PPP.
After you submit an inquiry, the PPIO may be able to assist in determining the cause of your problem and may be able to suggest next steps to help rectify your issue. This may involve working with air carriers, as well as Canadian government departments and agencies.
When the PPIO doesn’t apply
Individuals seeking assistance with non-aviation related issues will not be considered by the PPIO. This includes issues related to immigration or admissibility-related matters, incomplete or inaccurate travel documents, amendments to travel records, and/or biometric record issues.
The PPIO cannot assist in matters to address travel inconveniences related specifically to air carriers, such as mishandled or lost bags, customer service experiences or flight delays. The PPIO will not be able to assist you with issues related to booking your travel reservations online or address issues in “real-time.”
For security and privacy reasons, the PPIO cannot confirm or deny if an individual is on an aviation security watch list.
It is important to recognize that there are many reasons individuals may not be allowed to board a flight or may experience delays at the airport that are unrelated to Canada’s PPP. For example, other countries, as well as airlines, maintain various aviation security-related lists with different criteria and thresholds, which may result in delays for individuals traveling to and from Canada.
Travel Related Inquiries Regarding the United States (U.S.)
DHS Traveler Redress Inquiry Program
Individuals who have inquiries or seek resolution regarding aviation security list-related difficulties when traveling or attempting to travel to, from or within the U.S. may access the DHS Traveler Redress Inquiry Program (DHS TRIP) at www.dhs.gov/dhs-trip. All DHS TRIP redress applicants will receive a Redress Control Number which may be used to track the status of inquiries.
Canada-U.S. Redress Working Group
The Canada-U.S. Redress Working Group is a bilateral mechanism that allows the PPIO to collaborate closely with the U.S. on certain matters of redress and recourse concerning Canadian and U.S. citizens and permanent residents who may be affected because of a possible match to the Canadian and/or U.S. aviation security lists and have submitted an inquiry into the PPIO or the DHS TRIP program.
Step 2: Sending your inquiry to the PPIO
You may reach the PPIO by email or mail. Please submit inquiries only once, as multiple submissions will delay response to your request.
Please provide us with:
- Your name and contact information
- The reason for your inquiry
- A detailed description of your travel issue
By email: PS.PPinquiries-demandesPP.SP@canada.ca
Passenger Protect Inquiries Office
PO Box 56040 Minto Place RO
Ottawa, ON K1R 7Z1
If your inquiry is handwritten please print clearly and carefully so that all your information can be read and understood.
Regular mail submission may take 10-15 business days to arrive.
Important information to keep in mind
The PPIO is strictly for matters related to travel difficulties that may be associated with an aviation security list. Personal information provided by an applicant when making a request for assistance will be shared in a manner consistent with the requirements of Canadian and U.S. privacy laws and may be shared with other governmental agencies and non-governmental entities, such as air carriers, to verify the applicant’s identity and any other information provided by the applicant.
Step 3: After your inquiry
Once your inquiry is received, the PPIO will acknowledge your inquiry.
In the event that the PPIO requires more information to field your inquiry, you may be contacted for additional details.
If you have any questions or concerns you may email us at PS.PPinquiries-demandesPP.SP@canada.ca
Frequently Asked Questions
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