Air Canada
reviews and complaints

We travelled from Mumbai to Doha , Doha to Torronto and from torronto to Edmonton on 7 th May 2022.

At Edmonton airport we found that the one of the check in bag was damaged. I have taken photographs of the damaged bag .I have attached the photograph in this complaint.

Our booking reference 4VL3KP and ticket no [protected] and [protected].

We would like to know what action can be taken for the above mentioned damaged bag.

My e-mail id is [protected]@gmail.com. I do not have local Canada cell no so you can reach on my son in laws mobile no [protected]. (His name Amogh Phadke )

Your response will be highly appreciated.

I had a flight from Toronto to Doha and then Doha to Erbil on March 17th, 2022. I did my PCR test prior to departure from Toronto, as well as had my vaccine pass and valid passport, but the agent did not have any knowledge of the covid restrictions and protocols to enter Erbil, Iraq. As a result, the agent made me wait until they confirmed the correct restrictions but at that point, the departure gate had closed. I even wanted to leave my luggage behind and go on the flight because I needed to see my dad who was very ill. I checked online and noticed the flight was delayed by 2 hours, but the agent was not aware of it and I still could not board.

I had to then purchase another ticket for $2270.61 with Turkish Airlines for the same date. The whole experience was very stressful as I was not sure if I was going to see my dad in time. The agent involved was very unprofessional, ignorant, and did not treat me in a respectful way. I was not expecting this from Air Canada. How can an agent of another airline have all the knowledge and information about covid restrictions but an agent for one of the biggest airlines did not?

On April 5, my husband and I presented all required travel documents INCLUDING our PCR reports to staff for verification at the Priority check in counter. All the boarding passes were issued after checking and 4 pieces of baggage were tagged to our FINAL destination, Hong Kong.

We arrived in Korea after 14.5 hours' flight. However, when we approached Asian Airlines transfer counter, the staff told us our PCR reports had expired and we were not allowed to get on board to the connecting flight to Hong Kong. We were stuck at the restricted area of the airport. After 45 minutes, the Air Canada staff came and told us the only way we could do was go back to Canada, we struggled and finally made our decision and asked the AC staff to book tickets for us to return to Toronto. They rejected and told us they were not AC staff (evening though they were wearing AC uniforms!) We were so helpless at that moment and finally we paid extra money and bought 2 tickets back to Toronto (Via Vancouver) next day. We stayed overnight with strangers at the restricted area..

Next day, when we arrived the AC gate and ready for check in. The AC staff told us ONLY 3 pieces of baggage were located and she affirmed us that, the 4th piece was still in Toronto. We were extremely shocked as we believed that all our baggage were travelling with us all the time. The staff refused to follow up for us further and again, she mentioned that she was not AC staff!

Finally we returned to Pearson Airport in Toronto and rushed immediately to baggage claim counter to check the 4th baggage status. The staff told us it was still in Vancouver (different from what the Korea AC staff's information)! The baggage finally delivered to my home address 2 days after.

We went to the Priority check in counter same night and talked to the manager, she validated our PCR test expiration in their system and was aware the system had errors! We told the manager that we need to be in Hong Kong by end of April for a very important errand. She assisted us to book the tickets back to Hong Kong but to no avail. She then advised us to buy tickets through ticketing due to the urgency and report the case to their Customer Relations. We had no choice but to book tickets via their service hotline by paying expensive fare that we did not expect!

Both of us were collapsed due to the mental and physical stress that we endured since the horror started!

We filed the complaint in AC Customer Relations on April 11 but we have not heard from them so far!

Hi There,

My son Kocha Delic as a member of Canada U18 hockey team took the Air Canada flight on April 18th to go to the IIHF world championship in Munich. The flight was AC834 leaving Toronto at 6pm on April 18th.

Instead of leaving at 6pm they were waiting for the unexplained reason for 6 additional hours at Toronto Airport in the plane without food or anything else. Once they get to Munich they missed 2 practices with hockey team and being super tired and frustrated it took huge toll on them for the rest of their stay there.

I think it is inexcusable to have a flight be that much late without explanation and waiting in the plane for almost all those extra hours. I think they got only half an hour to leave the plane during that time.

I am so disappointed in this episode with Air Canada that caused not only my son but all his teammates on team Canada frustrated, tired and not able to preform as best as they could on that tournament.

Somebody should apologize for this outcome and explain to us what was that all about and why Air Canada executed this all affair very poorly.

thanks,

trip # AC 854 departure from Toronto May 4 2022 arriving London Heathrow May 5 2022-

Staff are very rude!

they even didn't have headphone to give out,

why are your tickets same price of other airlines with better services?!

My flight was from Istanbul , (Turkey, flight #TK35) to Pierre Elliot Trudeau (YUL) and then from Montreal to Winnipeg (Air Canada flight #375)'

I had checked to luggage which received both of them at the airport prior to going through the Canada Customs,

They were both checked and cleared by CBA and then I went to the domestic departure check out, the agent checked my ticket and asked me to put both my luggage on the carousel to be taken to Winnipeg.

In Winnipeg I only received one of my luggage and the agent at Winnipeg airport told me my luggage is still in Montreal and filed a delayed bag (#YWGAC37146) stating that I should expect my bag in 24hrs.

since then , every single day I have been calling the Air Canada customer Baggage claim @[protected]

for every call I am on hold for about an Hour or more then have to talk to a person who does NOT even speaks proper English and is very HARD to understand.

So far I have called every single day and every single time I have received different answer, one said my bag is located and I will receive is in 24 hours, yesterday (May/03/22) the person said its at the Canada Customs and when I reminded her that I was cleared by Canada Customs she hanged up, today the person said and I quote " the luggage never arrived in Canada and I should contact Turkish Airline" when I mentioned that I , personally received the bag in Montreal and was cleared by Canada Customs,

I have he had no answer.

my luggage came to Canada from other side of the world and got lost in Montreal and I can not take an answer from anyone.

Your prompt consideration of this matter is greatly appreciated

Regards

Massoud Horriat

[protected]

Air Canada - Flight AC0059 seat selection denied on-line and check in (May 02,2022)

There is no email confirmation received for check in info. System allows me to manage my flight, update seats but when I submit app, updated seats info is not available and system displays the old automation pre-selected seats

We, arrived at the airport 3 hours before flight and was told we were on standby and they would assign the seats at the gate. No one able to help us at the airport.

Same seats verification issue was on our way to Doha and return back. No option to update our pre-assigned seat selection at all. I am able to update my seat on any other flight companies but not on AirCanada.

On our flight back to Canada staff asked us to stay in a plain because custom is too busy. After 13.5 hrs to flight they keep us at the plain for the next 40 min

Really frustrated time with AirCanada (online) service

Victor/Natalya

I did a reservation to fly to Rio de Janeiro, from Toronto, in August, 3rd, 2022, at 10:35PM., Reservation NUMBER 392B93.

But Air Canada changed the flight time and it won't be possible to take my other flight (connection).

How to fix it, since I'm waiting by the phone for your Reservation Department and according to you it will take 1:30 to 2:00 hours?

Could you please give me a solution?

Antonio Merendaz do Carmo Neto

Flight AC1657 Apr 30th Tampa to Toronto. You did not send the normal email

to check in on-line. I checked in and was given a boarding pass for myself and my husband. No seat selection was allowed and the boarding pass stated SBY

We, arrived at the airport 3 hours before flight and was told we were on standby and they would assign the seats at the gate. We, paid for a return ticket!

Given these Covid times you added extreme anxiety and stress to our trip without proper communication. We, did complete the trip but were not assigned seats sitting together. Very angry and frustrated with the way we were treated.

Ticket [protected] and Ticket [protected]

Margaret Schembri

My name is Thavaraj Padayachee.

On the 23rd of April 2023 at around 8.00pm, we arrived at YYZ from Costa Rica. The flight number was AC1098, seat 28J, ETKT [protected].

The plane landed very suddenly with a loud bang which jolted all the passengers. I immediately felt a strain in my arm and my neck leading to the back of my head. I was hoping this strain will go away, but it didn't. So I visited my Doctor at the earliest appointment I could get. It was suggested by my doctor that I try some massages and if the pain persists, I should get further treatment eg X RAY. I am on pain killers twice a day. Please give me instruction to what I should do next

My cell number [protected]

e mail [protected]@canadageneral. ca

I came this morning at the airport of Halifax very early (3 hours before departure) to ensure to have a window place in my airplane to London. The desk man asked me to pay additional 150 CAD to have a window place (a lot available). I was tottaly disapointed about this extra cost and I refused. The person gave me only a few option in a chair in the center of three. I was very ungry as it is not what I expected from a company like Air Canada. I paid about 900€ for the flight ant it is not what we call a low cost ticket.

For me thispolicy to pay a lot of extra money to choose between the available places is unfair and I will not use more Air Canada services.

Alberto Noriega

a.

AC 1098, 28 Apr. 2022, SJO to YYZ 12:55

My paraplegic wife requires an aisle chair to access aircraft.

We boarded last. Blame shifted to local staff .

b. Lost luggage: AC 428 connecting flight to YUL.

Received : Sat. 30. 04.'22.

Booked flights in august 2021 to travel to UK July 2022 for family of 4 at the time there were no travel restrictions/vaccine requirements, but since then the government have introduced mandatory vaccination requirements to travel within or out of Canada! Unfortunately due to a medical reaction to the 1st dose one of my family members is unable to continue with further doses and so we are unable to now travel on our family vacation to the UK. I spoke to Flight Hub to request a refund or future travel voucher that could be used anytime and they said they couldn't provide this and I needed to speak to Air Canada. After several days and hours on the phone with Air Canada and Flight hub being told different things by every agent, blaming each other. Air Canada told me I couldn't get a travel voucher because the fare that was booked through flight hub was a private fare so they are unable to see the amount. They suggested I call flighthub to get them to Que the file to them sharing the fare breakdown and then they could issue a voucher. I called flight hub again to be told they are unable to share the file with air canada as they cannot see the fare anymore either as the flights were booked with another 3rd party agent involved and that the file had been closed. They told me t speak to Air Canada again and tell them i can forward the email confirmation i received when i booked the flights and that will show the fare breakdown. I called Air Canada again and spoke to another agent to be told something completely different again! they said they couldnt issue a travel voucher for anyone who had booked IT fare meaning not showing the amount? I explained I can send them the details of the breakdown but they said that couldn't be accepted and i didnt qualify for a travel voucher even though I was only cancelling due to travel restrictions stopping us from flying. He said my only option was to cancel with flighthub and request a refund or future travel credit which is only valid for a further year. I had contacted flight hub to be told my tickets were non refundable and so my only option was the credit to be used by next year and pay the handling fees! I am so frustrated with Air Canada as I was told by 5 different people different things, they don't seem to know their jobs very well to be given completely different info each time. i feel I should be entitled to a travel voucher with no time limit and to not have to pay fees to flight hub as this situation is not my fault! If the government do not change the travel rules before next year I will remain stuck here and majorly out of pocket for losing over $3000

It would seem that the agent I dealt with regarding the booking 2E3rrp did not communicate with me and vice versa. There was a mistake in my grandsons spelling of his name. I called the number supplied to us to talk with Air Canada representative. As requested I left my name and number. The promised call back did not happen in the two requests I made.

As background to this trip is that my husband and I are 86 and 87. My husband has dementia and I have had a heart attack and a mini stroke. Right now we are in a good place so we wanted to take our only child and his children back to Ontario while we could. It will be our last trip back to Ontario. It is super important to us. We have just one mistake in the spelling of my grandsons name. I need to straighten it out. We live a long way from the airport and it really needs to be sorted before we present ourselves at the airport.

Dear Sir/Madam

My cousin & his wife have been waiting for a long time to receive their Air Canada travel voucher from AC Indian representative. Original tickets were purchased in 2020 (due to the COVID flight being cancelled) but still waiting for the voucher.

They are going to attend my daughter’s engagement celebration in June. Through this email, I am requesting Air Headquarters to issue their travel vouchers as soon as possible so that they can travel to Edmonton to attend the celebration.

Note: Ticket #s and other relevant information are in the other threaded emails.

Thanks,

Partha

Partha Sarkar, PhD

Adj. Professor, Department of Chemical &

Materials Engineering

University of Alberta, Edmonton, Canada

Phone:[protected]

partha. [protected]@gmail.com

Note: Following information are provided to Air Canada in India:

Dear AC Team,

As per your email request dt 12/4/22 I have given the following information:

A (1) Claim ID-CAS-4222741-N8Q3X2

(2) Ticket no-014-[protected]

(3) Passenger name-Manika Biswas

(4) 2/3/22

B (1) Claim ID-CAS-4222744-L7B7S9

(2) Ticket no-014-[protected]

(3) Passenger name-Samiran Biswas

(4) 2/3/22

Hopefully soon you will issue my ACTV and relieve us from tension.

Thanks

Samiran Biswas

On April 14, 2022, we are travelling going to the Philippines. As per required by Philippine government, we need to get an Antigen Negative Result within 48 hours to be able to enter Philippines. It states at the Philippine website that pharmacy is one of the recognized to get a test. We had our teat the morning of April 24 from a legit pharmacy and taken by and authorized with certificate, stamped and signed by the registered pharmacist of that location which is a Pharmasave. Before our travel date, I confirmed with the travel agent if there was any changes on the travel requirements and the agent said no changes. This is not free, but that is not a question. When we were at the Air Canada check-in counter, upon presenting the result, we were told that we need to get a new test at the airport because the one we had is not valid. I called the agent and explained to her that we have a problem checking-in because our test result is not being honored at check-in counter. She provided the Philippine Airline site for the requirements and showed it to the staff of Air Canada. We argued and even showed them the website of Philippine Airlines that pharmacy is one of the recognized place of getting an Antigen Test. We had a good 1 hour at the counter just for the counter attendant to resolve our case with the few supervisors who insist that we need to get another test. We didn’t agree with them and iinsisted that we don’t need another one. After a long time arguing with them, they finally allowed us to board bit warned us to deal with the Philippine Airlines when we get to Vancouver which is fine with us. So, finally we got our boarding passed to Vancouver and board pass to Manila. A big relief on our side knowing the stressed we encountered from the staff of Air Canada. Just to add, we were travelling with 2 senior citizens with wheelchair assistance. So, in short we were feel happy about it because we were not forced to pay another $75 plus tax each of the 4 travellers for a new Antigen Test. At the boarding gate, before we are called to board the plane, we are called on the side and took the boarding passes that we had for Manila. We were told that we need to pull out our baggages at the Vancouver airport because the Air Canada changed the tagged to Vancouver only. When we just got out of the plane, here are the staff of Air Canada again harassing us to get a test right away at the Vancouver airport. We argued again at the arrival gate and it’s not fun because of the way they tell us, they were shouting at us in front of the passengers at the airport. I fwlt like I was a criminal at that point, that being treated unfairly, not being allowed to explain to them. Every time I say something to explain they shut me out right there. What a terrible experience with a harassment. Not only that, they keep telling that they got an email from Philippine Airlines ordering us to get a new Test. I didn’t comply of what they say so they got more upset. While waiting for our baggages to come out from the carousel, I called Philippine Airlines to ask and confirm if we need a new test, I was told that what we have is good enough. I felt relief for the second time. At the baggage claim, we only had 3 out of 8 baggages, so another problem, baggages went missing. I went to the baggage claim counter and reported it that 5 of our baggages are missing. The counter staff tried to locate but no avail so she ended up giving a Lost Baggage Claim form. I was told that if ever they will be able to find it they will shipped it to my destination in the Philippines. For over 19 long hours, I had this stress about our missing baggages. All 4 of us had not a very pleasant travel experience but a very stressful and tiring travel with Air Canada. For 19 long hours we were thinking of our baggages, stressed and very tired and didn’t had a good rest at the plane, can not eat and not relaxed. Luckily, when we arrived and went to pick up our baggages at out final destinations, all our baggages arrived. My complain is the stressed and horrible experience with the staff og Air Canada. No customer service but treated us unfairly and like we did a criminal act just because we didn’t get another test? We do not deserve this treatment. I knew a lot of travellers were treated the same or maybe worst than what we experienced. You know, we worked hard to earn the money to use for vacation and waited long enough to be able to ho visit our loved ones and yet we were treated to be like this just because of our color? We wNt justice. We want an apology from Air Canada. I told myself if something happens to my elderly family that is with me, 89 and 86 year old couple with health conditions, I wouldn’t forgive Air Canada. So, we want an apology or better yet an acknowledgement of their bad actions and decisions. I hope this won’t happen again to millions of travellers through Air Canada.

On Wed. April 13 I phoned [protected] at 9:30 a.m. The virtual clerk took my phone number [protected] and said they would phone back in around an hours time. 3 hrs passed. I phoned again at 12:30. Again was promised to phoneme back in 37-56 minutes. No phone back up to 5:55 p.m. I phoned again, this time held on live for just over 1 hr. I got through and spoke to Loren in New Brunswick. She was extremely nice. In trying to solve the problem said she would send 2 emails to me at my NEW email address. New [protected]@shaw.ca

I never received those emails. This morning Thursday 14, April, 2022 I phoned [protected] again at 8:38 a.m. Again giving me the promise to phone me back at the number listed above in Kelowna, B.C. It is now over 3 1/2 hrs later and still no call back. What is going on with the honesty of this company?

My name is Robert Martin Kurtz [protected]) email address: [protected]@shaw.ca I would like my problem to be solved. Revolving around issue with ticket: [protected] Hope there will be some action.

My issue is this. Every time I board your plane something happens. It started back 5 years when we flew to Puerto Rico for a cruise and no luggage for 5 days. Recently in October we went to Mexico for a wedding. When we came home the times were very close in between. We were told that our luggage would go on the next plane wrong. When we got up to security we were asked about luggage and we had to go back and get it and go so far away to drop it off it was horrible. We get there and there were 4 other couples and almost every desk had someone behind it and no one would wait on us. One open and they were training someone. We asked politely at first if someone could help us but now one moved and all of us were going to miss our planes. They just put their heads down and didn't do anything. There was a man walking by looked like a supervisor I said something to him but he turned his head. When we got no answer I got pretty upset and told to be quiet. After quite a long wait we walked up and all they did was lay our luggage on the belt. We then had to wait to go through security. They stopped my boyfriend for a bottle of vanilla we bought duty free and I ran all the way to the gate. The doors were closed but they waited, I was crying alot. I was flying home from Windsor to Halifax Flight C 8362. The plane was delayed from Montreal to Halifax so I was put on another flight. My bag was missing for a total of 3 days and my prescriptions were in there. So no one could find them just from Montreal I was lucky to have 2 days of meds in my purse. The third and final time so far March 9/22. We were travelling from Orlando to Toronto Flight AC 1089. Plane delayed again. 3 Hours on the Tarmack. We missed our connection to Halifax no one knew where we were to go and who to talked to asked and no one in the airport knew. Finally the cleaner showed us how to get to Air Canada desk. It was midnight and we were exhausted and the woman behind the counter said she couldn't do anything for us. She told us to get a room, I'm like no this isn't our fault you can pay she had no authority and there was no supervisor. She didn't bother to look at us in the computer. We weren't the only ones. I admit I was angry., but she did nothing for us. My friend was with another man that told her she had comps and to wait. He was a supervisor but yet there wasn't one. He came back with hotel vouchers and food for her and us and 2 others. She was not accommodating or anything to us. The other issue the planes you choose for long trips. I have no problem going to Windsor from Halifax and there is a tv etc but on my recent trips to Orlando and Miami. I was crushed in the small seats and all that time with out tv that is pretty bad. I just feel that air Canada is not good at Customer Servic. It cost alot to travel and we do alot so I am looking at other options. Always something.

I arrived at YYZ on Apr 7,2022 and one of my luggage did not arrive the luggage tag LH740237 , I filled a claim at the airport and the claim # YYZAC87269, I have been following up on the AC website and cant get the details and I've been calling [protected] and they promised I should receive it within 48-72h, and the AC representative yesterday he said he will escalate the claim, its been 120h and still cant have a clear answer when I should receive my luggage.

The same thing happened to me when I departed from YYZ - AMM via FRA, one of the luggage that has all my personal stuff did not arrive on the same flight I'm in, and it took 5 days after my arrival to receive it , so for five days I was having no clothe with me , to the level that I have to wash my clothe at night so I can ware them again the second day.

Its ridiculous to have the same incident twice during a one trip YYZ-AMM-YYZ within 37d.

I would like to have a reply to my complain.

Have a good day

Best regards

Amani Kaddourah

[protected]

[protected]@ymail.com

My daughter and I flew business class from Toronto to Punta Cana. When we arrived, her luggage was not there but still in Toronto. The shuttle to the resort did not wait for us while we were at the luggage counter.

The luggage did not arrive until 4:00 p.m. the following day. The Air Canada representative was nowhere to be found. Staff at the hotel tried to reach her. We had no information about the resort, when and where to catch the shuttle back to the airport…

We were told our luggage would be marked priority. What a joke.