Air Canada
reviews and complaints

July 10, 2023, my family and I were schedule to fly from Calgary to Los Angeles to go to Disneyland for a week. The flight was to leave around 6:00am. We proceeded through security and customs only to find out the flight was cancelled with less than two hours notice. We had to go back through customs, then fight to get our luggage back. An hour later we were told to see an Air Canada agent to rebook our flights. None that the agents helped. Instead we were given a card with a phone number and told to call it. Two hours later, Air Canada could not find us a flight to fit with our Disneyland plans and we were forced to cancel our entire trip. Kids crying and adults too. Absolutely devastating and no one at Air Canada cared one bit. I will NEVER fly with Air Canada again and will encourage others to never fly Air Canada.

I booked the air ticket of Air Canada, and arrived at PVG from YYZ via HND. I arrived at Toronto Airport one and a half hours in advance and checked in at the check-in equipment. I chosed Chinese language service on the machine (see the attachment for the screenshot). The red word clearly told me that your flight has not started to check in yet, so I began to wait. 60 minutes before the plane took off, I felt that the problem was very serious. I contacted the staff and was told that I needed to check in 90 minutes in advance. The wrong prompt of the self-service check-in machine caused me great losses. Please compensate me! !

Hello,

I am writing this letter to ask someone to help me. On August 25, 2022, we purchased Expedia tickets to Toronto, Canada. Covid struck our family, and we could not travel. The airline gave us a year extension expiring July 16, 2023. Due to the poor air quality/ wildfires and the respiratory risk, I requested a delay until the end of 2023. I was told I needed to pay $200 per person for a travel extension, which is only good for 19 days. Additionally, I purchased flight protection which I need clarification on what that's good for. Please reconsider my situation and honor my request for an extension until the end of 2023.

Airline Itinerary #[protected]

Mona Williams

[protected]@hotmail.com

Hello my name is Mohammed Hussein, I am filing this complaints about Air Canada employees whom treated me and other people have color in a racist and unfair way at Regan Air Port in the day of June 25,2023.

We have been told that our flight has been cancel, because there an issue with the tower fine I understand that .All WHITE Canadians or Americans was given a ticket for Hotel and food.

When I reached the counter, I spoke to Ibrahim the manager who tolled me that there will be No fight for my return to Toronto until June 27.I told him I have to work Monday plus I do not have money for accommodation and food !I don't have family in Washington.

He simply tolled me that there is nothing we can do to help. After a long argument a female tolled me I will book your flight for Monday that means they have the solution but they give the priority to WHITE people just to keep them quite.

I was like a homeless I don't know where to go.? I went back to the hotel they tolled me that I do not have reservation No room available for me! I I was running between hotels to find a place to sleep until 1:00 am

I will not let this go I will take it to the highest level including the social media to hear my story.

Thank you

Mohammed Hussein

Our names are:-

William Rennie

Kathleen Rennie

We had a flight Disruption Claim (3LSE57) Case # CAS-6156281-Q6G5N7.

I received an e-mail from a Arthur Armstrong from Air Canada Customer Representative on June 17/23. It stated we could choose between a e-transfer and a credit.

I replied to this e-mail on June 21/23 and stated that we would prefer a e-transfer payment.

Since this has happened I have received no correspondence or transfer of funds.

I have called numerous times to [protected].The first time they stated they could be of no help and to contact Customer Support through the web site.

I have sent e-mails to the customer support with no reply. I have tried the chat service and that was of no help. I have tried calling the number again and have waited over an hour with no call back yet.

Can someone please help as this is very time consuming and frustrating.

Regards.

William Rennie

I checked in for my flight on June 27th reservation number 38RKDQ l fell ill on the way to gate , paramedic called the adviced not to fly ambulance called admitted to hospital l have been trying to speak to someone about this it has cost me £723.00 in telephone calls to Canada and still have no answers l wanted to rebook my flight or receive a credit. I have never experienced such appalling service from Air Canada l expect some answers to this complaint ASP

Hello I want to file a complaint about your employees and this is very serious complaints. On June 21 I was travelling to Washington with Booking number [protected]. When I arrived to the Air port at 6:00 am I have been tolled that my flight has been canceled because there no enough crew! They arrange another flight to Montreal and then Washington, I refused the deal because is a long trip. Finally after arguments with CheapOire they found me a flight from Toronto to Washington at 8: pm and gave me &20 for food sitting in the air port for 14 hours.

For my return from Washington, I arrived to Regan Aire port on time for my flight N.2105 and I was surprised my flight also canceled! I saw all white Canadian or American was giving Hotels. transportation and cards for food. when I reached the counter I have tolled my flight will be on June 27. I asked the manager his name is Ibrahim, I tolled him I need to go back to Canada because I am working on Monday, pulse I do not have money for hotels and food? He simply tolled me there nothing we can do is going to be on your on.

What else you expect me to write? this very clear racist treatments and discrimination against all color people who received the same treatment on that day.

We exchange the telephone numbers and we will sue Air Canada no matter what.

The issue here not asking for refund and what I have lost in Hotels /food and transportation is racial profile and discrimination case.

Mohammed Hussein

You can reach me at [protected] email [protected]@yahoo. ca

Thank you

Flight AC8356 scheduled to depart @9;35 -delayed due to mechanical problems

on June 24/23 going from Windsor to Toronto - Delayed -rescheduled to depart at 16;00 hrs on AC8360 June 24/23 from YQG to YYZ

Toronto to Regina AC1925 - Toronto to Regina - delayed

Departure scheduled for 18:00 hrs - full plane- after rushing to get to the plane we were informed the plane will not be leaving that day - go to ticket agent to get a new Boarding Pass. Did that.. was automatically reScheduled for June 25/23 at departure at 8:00 on AC1113

No hotels were offered with the excuse that the Pride Parade was in the city and all hotels and motels were full. We are seniors and we had to stay, sitting up in our chairs till the following a.m. We finally arrived in Regina, at around noon time, June 25/23. IN WINDSOR, THE TICKET AGENT GAVE US THIS APPR AND TOLD US TO DEFINITELY PUT A CLAIM IN. THIS TRIP WAS WELL OVER THE 9 HR DELAY WHICH MEANS BOTH MY HUSBAND AND I SHOULD BE COMPENSATED $1000.00 EACH

WE HAVE TRAVELLED AIR CANADA MANY TIMES AND ENJOYED THE FLIGHT, BUT THIS WAS AWFUL.

Dear Sirs,

I bought points on Aeroplan with the 50% discount from the promotion until June 17.

In 24hs I received a email that my purchase was canceled without any explication.

I bought again on June 15, and until now, I do not received the credit of the points.

Purchase Summary: [protected]-9186

I'm trying to call Aeroplan on 1.800.3615373, but it's impossible to some one answer.

Possibly I will no longer be able to issue the ticket with points due to Aeroplan's delay.

I was traveling flying for a hunting trip. I didn't receive my luggage until the following day when traveling there. Upon returning from my destination I didn't receive my luggage until three days later.

I requesting reimbursement for my overnight stay while waiting for my luggage traveling to my hunting destination and fair composition for my inconvenience and loss of a hunting day.

I feel that the offer if $50.00 is insulting!

[protected]@gmail.com

[protected]

This is in reference to our booking [protected] for 3 passengers. Our train (Italo 8916) to Florence was delayed by 75 minutes and so the tour guide was not able to pick us up at the hotel Palazzo San Gallo for the tour. We requested a new date for the tour in Florence and did not receive it. The hotel Palazzo San Gallo contacted the tour company ([protected]@agboutiquejourney.it) for us and they said the reservation had to be done by the booking agent. We contacted Air Canada vacations but they never got back to us. Air Canada vacations should never have scheduled the tour 1 hr after our arrival in Florence by train. We were told Italo would also refund the 3 train tickets for us three because of the delay of the train.

Passenger name: Iqbal Rashid

Booking Reference: 4EON8H

Flight: AC909

I travelled from Manchester Airport to Toronto on Wednesday 21 Jun 2023 I selected halal option on paying for the flight but they didn’t give halal food on the plane and there was “no choice” situation for me because all the meal was not Halal-certified. I couldn't eat anything the entire duration of flight which was 9 hours as flight has been delayed as well. Anyhow steward has written everything in his record and after checking ticket with MOML Halal meal confirmation he handed me over contact list to contact relevant department for complaint.

My return journey has also been booked on Sunday 23 July 2023 what if same thing happened like outboard. Could you please suggest what is best favour u can provide me here.

Thanks

Rashid Iqbal

[protected]@hotmail.com

It happened at Toronto Airport on June 17,2023, where our flight AC 0175 to Edmonton was cancelled. Depart should be on 8:40PM and arrival time to Edmonton was planned at 10:35PM. Instead, we had a new connection through Montreal on June 18/2023, flight # AC480 at 05:45, than to Edmonton AC 331 (flight was delated) where we arrived at 13:10.

We are seniors, our trip back home was from Wroclaw on June 17, 2023 at 1:10 PM, going to Munich and flight to Toronto, was not only extremely long but also very exhausting

According to our itinerary number [protected], confirmation code 3D7WSD, we should arrive to Edmonton on June 17, 2023 at 10:35PM.

Totally, our trip was extended by over 11.5 hrs.

We just want to say that in Toronto at airport we spent many hours in the line to Air Canada Costumer Service, where we got vouchers to Toronto Airport Marriott Hotel, were we arrived at 23.09

Thank you,

Josef and Alicja Czan

Flight AC8834 was cancelled with little to no notification due to “crew restraints”. Booking Reference 3XHXPE Johnson Stephenernest and Johnson Candacehughes. Another flight AC8836 was scheduled to leave Toronto to RDU. Cancellation of flight resulted in a 4 hours and 35 minute delay in arrival time to RDU. Requesting 400 CAD compensation each for both travelers Stephen Ernest Johnson and Candace Hughes Johnson

The Air Canada offer to provide 'cancel for any reason insurance' is the most awful exprience I have ever had. There were no terms offered or provided with the Air Canada purchase and I was left high and dry. It was impossible to contact Hopper. I worked with an IT expert to try to obtain a Hopper email and/or telephone number. No one answered my telephone call except a recorded message advising me to download their app (on a mobile phone only) and then was cut off. The Hopper app was downloaded and we got nothing but a runaround through an endless circular continouus message of nothings.The Hopper company is a scam and Air Canada is promoting them. That episode cost me $541 even though the the booking was cancelled within the 24 hour grace period.

Booking #492QN7

I received 2 Refund Receipts via email to [protected]@gmail.com on May 1 2023 for the above Booking, but they have not credited the amount I am owed to my Visa Card. I have called there [protected] many times and was told to contact Customer Care-Service Client which I did and they gave me a case #

which is CAS-6227621-V6MOV5 but it will take 45 days before someone will contact me it is now June 17 and I had to pay interest charges on the Refund amount I was supposed to receive. I would appreciate it if you could help me with this matter.

Thank-You,

AnnBowman

I regret to say that my experience with Air Canada last Friday June 9th, was one of the most frustrating days I have spent in a long time. Up until that time, I would have rated it as one of the better airlines with respect to customer service in all my many years of travelling the world. 5 tickets were originally purchased on Air Canada by me for 3 adults and 2 children arriving in San Diego from Montreal on May 29th. That part of the trip went without incident. However, when it was time to get ready for the return on June 9th, for the return trip home on June 10th, that was when the problems started. All 5 passengers had their passports stolen from a Disneyland hotel that week. The mishap wasn’t discovered until it was time to pack. Numerous calls to the hotel yielded no results and upon calling the Canadian consulate, they were told there was no way they could get on a plane to Montreal without passports, even after filing a police report which they did. Their only alternative would be to fly into a U.S. city and then try and rent a car to drive to Montreal. We called Air Canada to see if they could change our tickets to a United Flight to JFK on the 10th and their answer was they were unable to do anything and to call their partner United. Calling United was not any more helpful. They told us it was an Air Canada problem and couldn’t help. That back and forth took several hours. We were dealing with 2 adults, 2 children under 11 and an elderly person with serious medical and mobility problems. They had not taken a vacation in years and I brought them to San Diego to visit myself (their 87 year old aunt and sister) whom they had not seen for years and had serious medical problems herself. Finally after more than 4 hours on the phone the only 5 tickets we could find were with Jet Blue who were far more accommodating. This was turning out to be a very expensive vacation. But it doesn’t end there. When they got to JFK they were able after several hours to find a Car Rental agency that was sensitive to their plight and rented them a car in the amount of $400 that they could drive to Montreal. They finally arrived home Sunday at 4 a.m. I have all the. Documention and receipts as does my nephew if you need them. If ever I am able to travel in the future, I will not hesitate to book with a different airline. This whole debacle has changed my perception about Air Canada’s customer service.

Estelle Ebert

7450 Olivetas Avenue

La Jolla,California 92037

[protected].

o Whom It may Concern,

I write you today in relation to erratic service levels between Montreal and Toronto. I’m an 80-year-old active owner who operates businesses in Montreal, Toronto, Hamilton, Edmonton and Chicago. Before Covid, I flew approximately 2 segments per week on AC. I had planned to resume flying again this year but was put off by the lack of consistent on time performance between YYZ and YUL. I had assumed that these issues were the result of staffing problems. I started to resume travel in February then got Covid myself.

I’ve tried to resume my Thursday day trips to Montreal since then and although not back to old standards it was at least 6/10. June 1st (your infamous computer glitch) and today were something extraterrestrial. I’ll relate today’s events:

* Picked up my Boarding Pass at YYZ Concierge @ 7:15 a.m. gate D31 AC 402 seat 4C

* Cleared Nexus (jam only 1 line) by 7:35

* Gate D31 now said Charlottetown flight and go to gate D44

* Gate 44 showed an Ottawa flight.

* Received text message that AC 402 was delayed at Gate 44 until 10:00.

* By now I would have missed all possibilities of having my meetings in Montreal.

* Revisited your Concierge Office @ YYZ to advise them of my issues and frustrations.

* They didn’t know of these issues but it all popped on their screens while I was talking.

I hope I’m wrong but I can only conclude that you’ve written off Business Class day trippers like myself between Montreal and Toronto because of the lack of consistent on time performance. The recent “go to” message is an unscheduled maintenance event which begs the question as to why you don’t have scheduled maintenance events and aircraft checks a minimum of 2 hours before scheduled flight times.

Air Canada on the ground service people are great and I think this is largely the fault of new upper management that is more interested in spread sheets and illusive performance goals and bonus models than acting like a national carrier. I’m deeply aware that you have to work with the worst run airport in the world, YYZ and an out of touch Transport Minister but that doesn’t excuse made at Air Canada issues. The other biggest on time killer is allowing people 3 bags in economy instead of charging them in advance so you don’t have to go through this charade of offering free luggage checking at the gate. People in business class get hit in the head with luggage and knapsacks (they’re a killer) because there isn’t any policing of economy passengers dumping their baggage in overhead business bins. This results in your in flight crew running around to find space for bags that in the end have to be checked anyway. This alone delays flights 10-15 minutes. I’m not looking for any compensation (PLEASE NO) but I do hope this ultimately gets to out of touch decision makers. Upper management has to be involved because if a Super Elite loyal (58 year) customer is treated like this, I can only speculate on what happens to other less fortunate people.

Given that I’m not holding up much hope on YYZ-YUL service improvements why wouldn’t AC consider setting up a different service model for Super Elite Business Class Service Model:

One return Service Trip offering between YYZ and YUL. Pick times based on your own marketing but say 7:00 AM, 7:00PM between both cities.

Currently flight passes cost $777.23/per segment tax incl.

Double the rate to $1554.46/segment

Raise the purchase to 20 segments or more while you market test the concept.

If none of the above is doable, I guess I’m left with working on a charter service model that would include like minded Super Elites that travel between Montreal and Toronto. Failing that the car and a stay overnight model.

Please get back to me on whether your management sees any hope in dealing with your systemic and persistent service failures.

Don Regan

President and CEO

Ronsco Inc.

Super Elite # [protected]

Dear Sir or Madam:

My wife and I have been trying, since early November 2022 to get Air Canada ("AC") to credit the air miles that my wife rightfully earned under her Aeroplan. AC first confirmed on November 11, 2022, that it would credit the missing air miles. Please see email below:

Aeroplan

To:

[protected]@gmail.com

Fri, Nov 11, 2022 at 12:47 PM

Your points will be credited to your account within 48 hours Web version

header_top

logo

0 pts*

header_bottom

Hello Hue Ly,



Your points are on the way

alt text

We’re happy to tell you that we’re crediting your missing Aeroplan® points for the following flight:

Name on ticket:

HUE LY

Flight #:

540

Ticket #:

[protected]

Departure airport:

SEA

Arrival airport:

YYZ

Departure date:

2022-10-04

Airline:

AC

We’ll deposit your points into your account within 48 hours. Please keep this email as a reference.

View dashboard

Since that date, we have tried, repeatedly, to get AC to credit those air miles it promised. Its customer service does not appear to be reading our requests. Each customer service agent glibly forward our request to the next agent in the bureaucracy. Please the emails below for the latest.

Thu Lai

To:

customercare.[protected]@aircanada.ca

Sun, Jun 4 at 10:35 PM

Dear Sir or Madam:

Please see the string of emails below.

All we're requesting is the Aeroplan miles that my wife is justly due.

We've been very patiently waiting for a definitive response from Air Canada for many months now.

Please let us know once and for all when you will credit my wife with her Aeroplan miles.

We like Air Canada very much. But we do not appreciate its customer service. We'd like to continue patronizing it but are finding it more and more difficult because of our difficulty in protecting my wife's rights.

Please respond to us at your earliest convenience as to when my wife will get her credits.

And she also has not yet received credits for her Oct. 4, 2022 trip from Toronto top Seattle.

Name: Hue Ly

Aeroplan # [protected]

Booking reference # 4IPSEV

Ticket # [protected]

AC 540 from Seatac (SEA) to Pearson (YYZ) on Oct. 04, 2022

AC 543 from Pearson (YYZ) to Seatac (SEA) on Feb. 08, 2023

Thank you for your help and prompt response.

Thu Lai

----- Forwarded Message -----

From: Customer Care – Service Client

To: Thu Lai

Sent: Thursday, March 9, 2023 at 03:27:03 PM PST

Subject: Missing Aeroplan miles AC:[protected]

Case Number: CAS-5759566-Q1F6L2

Dear Mr. Lai,

Thank you for contacting Air Canada Customer Relations. Your email has been forwarded to our Aeroplan team and they will be happy to assist you.

If your request can be completed, you will receive confirmation by email. Otherwise, an Aeroplan agent will contact you directly with more details.

We appreciate your patience. If you require immediate assistance with a booking, please contact the Aeroplan Contact Centre by calling [protected].

Sincerely,

Nerinder Badesha

Customer Relations

Air Canada

------ Original Message ------

From: [protected]@yahoo.com

Sent: 2023/02/20 12:10 AM

Subject: Missing Aeroplan miles

Dear Sir or Madam:

It has been extremely difficult for me to request missing Aeroplan for my wife, Hue Ly, Aeroplan # [protected].

She took the same AC541 October 04, 2022, flight with me (ticket # [protected]) but still has not been credited with the Aeroplan miles for that leg of the trip. I have spent numerous frustrating hours requesting her missing miles from your website.

I was told she would be receiving those missing miles but she still has NOT received them yet.

I had surgery on my throat so cannot speak. I can only communicate via emails and texts.

There should be plenty of documentation in your records showing my many attempts at requesting the missing Aeroplan miles for my wife. My wife and I fly Air Canada exclusively to our Toronto home. We are extremely satisfied with Air Canada except for this issue of missing miles.

Please help us and credit those missing miles to my wife Aeroplan.

Thank you.

Sincerely,

Thu Lai

Customer Care – Service Client

To:

Hue Ly

Fri, Jun 9 at 10:18 AM

Your case number is:  CAS-6190933-X4H7Q2 

Dear Ms. Ly,

To request missing points for a flight, please visit aircanada.com/missingpoints.

Please allow a minimum of eight days after your flight before submitting a request.

If you require further assistance, contact the Aeroplan Contact Centre at [protected]

Sincerely,

Carol Tevez 

Customer Relations

Air Canada

To serve you better, I kindly ask that you do not change the subject line if responding to this email.

------ Original Message ------

From:  [protected]@yahoo.com 

Sent:  2023/06/06 1:02 AM 

Subject:  Case number CAS-5759566-Q1F6L2 

 Dear Sir or Madam:

I have been trying to request missing Aeroplan miles ("missing miles") for my round trip from Seatac to Pearson airports for several months now. I started my initial requests for missing miles on November 11, 2022. Air Canada's customer service (CS) telephone would invariably disconnect my call after several hours of holding. So I had to do it over its website.

On 11/11/2022, Air Canada's Aeroplan website promised to credit my missing miles to my "...account within 48 hours." That was on 11/11/2022. I am still waiting for them. And that, despite two emails from CS several months apart.

I am very happy to see Air Canada and its customer service employees are very busy. I just have a very simple request and am only trying to assert my rights to legitimate missing miles. This should not take seven months of still unresolved inaction.

Please credit my missing air miles at your earliest opportunity. It's only a total of 4,104 points.

Thank you for a prompt response.

Hue Ly 

My wife is not fluent in English. I am fluent but cannot talk because I had surgery on my throat.

The above emails clearly demonstrate the uncaring attitude of AC's customer service agent. Please help us get what my wife deserves and compel AC to honor its promises.

Thank you for your help.

Sincerely,

Thu Lai

On 06/04, at 10:55 pm are flight from Vancouver to Toronto on Air Canada, Flight AC182 was scheduled. At 8:36 pm it was rescheduled for 00:00 due to operational issue. At 9:39 pm it was rescheduled for 1:30 am due to pilot scheduling. At 12:16 am is was cancelled due to crew restraints. At 1:30 am Air Canada clerk told us they would give us a room at a hotel that was 45 minutes away, after shuttle arrives. This at a minimum would be 2:30 am at hotel. Then said we would have to be back in airport at 5:30 am, for flight on Delta, and didn't know if shuttle from hotel operated at 4:30 am. Maybe we might be able to get a cab. That's 2 hrs., maybe, at hotel. That was too risky. Clerk then told us to walk to other end of airport to get Delta tickets. They were closed. Had to wait for them to open later that morning. Air Canada clerk said Delta would not charge for bags because we paid them. WRONG.

We spent 19 hrs. in airport. My wife got sick in airport with her diabetes. Day after we got home, she had to go to emergency room for heart complications due to this stressful experience and being awake for 38 hrs. straight. Air Canada's website says we are eligible for compensation, I won't hold my breath.