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1.2 609 Reviews

Air Canada Complaints Summary

24 Resolved
585 Unresolved
Our verdict: If considering services from Air Canada with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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3:30 pm EDT
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Air Canada Rain soaked luggage

My luggage was not at my destination when I arrived in Calgary from Montreal on June 21st. I checked at the flight desk and they told my luggage would arrive later the next morning and they would deliver it to me. When I received my luggage I noticed it seemed very heavy and when I opened it my clothes and all my belonging inside were soaking wet. Some of my clothing was new and never worn and my luggage was brand new. Luckily my clothes were not ruined.

Flight AC323 June 21 - Montreal to Calgary

Desired outcome: I would like to be compensated for the cost of my new luggage, I paid $132.29 for the luggage on June 11, 2022. The suede shoes were around $70.00. I have had the shoes for a couple of years so half of the original price would seem fair.

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3:11 pm EDT
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Air Canada Refund for 24hr Cancellation

Please note that this relates to booking reference 4FITBE and ticket number [protected] for myself and ticket number [protected] for my wife.

I booked a flight on June 18th at approximately 11 PM EST directly on your website and was guaranteed a free cancellation and full refund if cancelled within 24 hrs. I know the policy very well as I have done this at least twice in the past and a loyal air Canada customer.

Within the 24 hr window I tried to cancel the flight so I can book an earlier flight instead as things have changed and we have to return to Canada earlier. This was approximately 3 PM EST on June 19. However, I encountered the following problems:

1. When attempting to go to my booking and cancel the flight, I am getting an error message saying the service is temporary unavailable and I must call customer service. The cancellation will not go through for some reason.

2. During different attempts I received a different message asking me to complete a refund request form. I completed the refund request form for both tickets for my wife and I.

3. Attempting to call customer service, I received a message stating that the company has higher than expected call volumes and I will not be placed on hold. The message advised that I visit the Air Canada website, the same website that tells me it is temporary unavailable.

4. I logged into my booking and entered the booking reference number and I get a message that it is invalid. I entered both eticket numbers for my wife and I and I get a message saying the ticket numbers are invalid and it MAY have been cancelled and that I should call customer service.

At this time I do not know what to do as I have tried everything possible to cancel the flight in good faith within the 24 hr window as I should so I can book a different flight on your website but your site and customer service lines and solutions are not working.

I sent a message to your Customer Relations Department also approximately 30 minutes before the 24hr deadline is desperation to get this cancelled within the 24hr window but I have not received any response from anyone except an automated acknowledgement for my message. I have no idea what to do and I trust Air Canada will cancel the booking and provide the full refund as the issues I encountered when attempting to cancel is all Air Canada's fault. You cannot tell a customer they can cancel and then your mechanisms to cancel do not work.

I have all evidence of the attempts made to cancel including pictures of the messages for the 24hr cancellation guarantee, pictures of the error messages when I tried to cancel within 24 hrs, automated responses from air canada when I tried to get the cancellations and refunds as well as automated responses from your customer relations team expressing my desire to cancel within the 24hr window but air canada's facilities failed to allow me to cancel.

Please email me on [protected]@hotmail.com so we can resolve this problem.

I look forward to hearing back from you and continue to fly Air Canada.

Desired outcome: A full refund for my 24hr cancellation guarantee when booking directly on Air Canada's website.

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7:59 pm EDT
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Air Canada Lost baggage delayed and missed flights connections. Hotel charges from delays.

I would like to make a formal complaint to Air Canada for the worst travel experience of my career. I have been flying with Air Canada for 30 years and I was an Elite member for some of them. What I experienced on my travel to New Orleans was the worst that I have ever seen air Canada prepared.

Air Canada lost my luggage on the way down (tracking number MSYAC11304) It never arrived in New Orleans. I had to pay an Uber to take me down to a store to buy new clothes and toiletries for my week of important sales meetings (100$). Over 400$ in clothes and toiletries. I accepted that round of bad luck.

I then made it to the airport for my return flight to YSJ on June 11th. The flight was delayed by 6 hours. This also cost me extra meals 50$. This delay caused me to miss my connection in Toronto to Saint John. I had a hotel saved in New Orleans (230$), so I chose to stay there and catch the flights the next day. The next day we had a 5 hour delay (50$ meals) out of New Orleans. Once we arrived in Toronto, we were pulling up to the terminal to just barely make our connection. Guess what. NO GOUND CREW FOR 40 MINS! I missed my flight. All hotels were booked. I had no where to stay besides the floor of Toronto Pierson Airport. See attached pic. I managed to get out on standby to Montreal Airport at 0630 the following morning. We then got delayed on another flight out of Montreal on Standby. Finally making it back to YSJ Sunday evening. My whole weekend lost by Air Canada staff shortage and poor planning. There were no maintenance issues only Air Canada being poorly prepared with a new run to New Orleans.

I tried to recover my luggage in New Orleans on June 7th and there was no Air Canada booth to inquire. I had to rely on Breeze and Sprint airlines for help as United said they no longer support Air Canada. You have a Flight to New Orleans that you are not prepared to operate effectively. I suggest you do not offer if you are not fully staffed or prepared!

I finally received my luggage yesterday June 19th after 12 days of it being missing. I searched everyday and it always said tracking with not being found.

I have 2 more trips that need to be booked in the next 2 weeks and I do not know if I should risk my travel with Air Canada again? I would guess my yearly airfare travel budget is ~15,000 – 20,000$.

I expect damages of lost luggage and extended stay cost me more than 1000$ not to mention the discomfort of having to sleep on the floor with hundreds of other people that you messed up their flights. I would also like to mention that your customer service is terrible! I waited a total of 6 hours waiting to speak to someone in India. They were no help and calls dropped on 3 occasions. Terrible.

You have always been a trusted travel partner. I expect to be well compensated for this experience and I hope it leads to improved travel for everyone in the future.

Desired outcome: I wish to be compensated for lost baggage, new clothes, delayed fight meals, taxi and hotel for delayed flights.

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10:42 am EDT

Air Canada Refunds on my tickets

Your been associated your self with this company Flight net work that is not disclosing there not refundable tickets to customers, I would like my refund return to my Visa debit... Ticket NE6NS8 and 4NXKXT... this tickets where purchase online with this agent... and there leaving up to Air Canada for refund... Email [protected]@gmail.com tele# [protected]

Desired outcome: I would like my refund put on to my visa debit

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Peru1
Coquitlam, CA
Jun 22, 2022 2:45 pm EDT
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I am writing to request a refund in accordance with Air Canada's 24 direct booking rules. I booked my flight at 11:00 PM EST on June 18th and due to changes on plans, we need to book an earlier flight. I attempted to cancel the flight around 3 PM on June 19th so I can rebook, however, the Air Canada website kept giving me a message that it is temporarily unavailable and I need to call customer service. Attempting to call customer service I encountered one of 2 problems:

1. An automated recording telling me about high call volumes and I cannot be placed on hold and I need to go to the air canada website.

2. I am able to be placed on hold for a 3 hr wait time but after 1-2 hrs the call cancels and says visit the website.

Please contact me directly via carybhudri@hotmail.com

My booking reference is 4FITBE.

All I need is my refund for cancelling within the 24 hr window so I can rebook a different flight.

Thank you.

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10:23 am EDT

Air Canada poor support with medical issue and rescheduled my connecting flight

The flight from Athens to Toronto was delayed. the airline decided to rebook my connecting flight for the next day (without accommodations - were they expecting us to sit at the airport for 15 hrs after a 10 hr flight?) and gave up my seats prematurely since I did make the connecting flight. they would not help me get on the flight or support getting onto the next available flight. The personnel was rude and lacked empathy, especially in the circumstances.

on top of that when my daughter had a medical incident (a seizure) the attention and support were poor, no medical attention offered! no help to get to connecting flight offered!

I am greatly disappointed with the service!

Desired outcome: something appropriate!

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4:03 pm EDT

Air Canada Charged twice for a flight

Me and my boyfriend were needing to go pick up my son in january on last minute notice as my ex was unable to find childcare while I was working away. My company covered my flight but we still had to purchase a flight for my boyfriend. However we did not plan or could afford 2 flights yet we got charged twice for my boyfriends flight. I noticed I was charged twice so flying back I booked with a different airline. I then returned to the airport to confront customer service there where I was told they were not able to help and to fill out a refund request online. When I got around to doing so it said it would be a 10 week wait for a refund... So I waited. However I did not receive the refund so I then called. I was then told that no refund request was put through even though I was positive I sent in atleast 1. The guy then proceeded to fill out whatever it was so that I could get a refund and said it shouldn't take 10 weeks as refunds are being processed quicker now. It has now been 10 weeks... Again and still no refund on a flight I paid over $900 dollars for one way... Twice. I'm a mother who is working to make ends meet for my son with another son on the way. I often travel to bring my son to alberta to see his father and would never book again with air canada after this experience i've had. Its been 6 months and I have yet to receive my refund and i'm paying interest thought my credit card company on this... Please before I take this to social media blasting my terrible experience. Do something to fix this.

Ticket booked under ryan macgregor booking reference 4i5g25 departing saint job january 3rd. The second reference from it being charged twice was 4i4lty

Desired outcome: Full refund plus interest plus compensation some other way for the hassle and terrible experience.

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12:29 pm EDT
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Air Canada How horrible Air Canada is and how horrible you treat handicapped people

It's simple, Air Canada is the worst airline I have ever flown. I have flown over 50 carriers as a retired t.a. June 9, Flt 707. No wheelchair. Having to walk all the way to a counter and beg for a chair is demeaning and totally offensive. I got a wheelchair and sat near the counter and watched your employees take other customers, as if I was invisible. I begged the agent to help me. The wheelchair person disappeared. I explained I had called A.C. 4x the past week (3 hr waits) and emailed 5 times and got no response. I explained my difficulty to stand or walk and could I be closer to the front and near a bathroom. He obliged me and I was grateful. There was no one to take me to TSA. So I wheeled myself and was yelled at by LGA staff for doing that. Like your airline, they chose to be the problem not resolve it. After 2 hours I finally got to the gate even though the airport was empty. Then the plane was delayed more than two hours. With no help to move to the counter, I simple said loudly that I had to catch a ONEX bus at 2:20pm. I was going to a funeral. None of your staff cared. Then Niko showed up and he was brilliant. He switched me to Flt 709 and it was only a hour late. Despite the discomfort of being in a middle seat and holding my need to a bathroom in check, we made it to Toronto YYZ at 1:30pm. I was so hopeful that I could get to the bus on time. Well we did not deplane until 1:55pm as there was no one to open the door. I got off and no wheelchair. I crawled to the top of the gangway and said out loud "I need a wheelchair." I was told I had to wait, I said that I could not wait, I had a bus to catch. So I saw a red carrier and begged the lady to get me to customs and a wheelchair. She decided to make a phone call first! Then we made it to the custom's door and was told to sit down and wait. I have a bus in 20 minutes. She did not care. So I made it into the customs areas, ignored all the lanes, and went to the front. A lady came up and yelled I could not do that. I replied I already had and I only had 18 minutes to get my bus. The customs agent took me and I was done. Out in the open area, I had no idea what to do or where to go. I yelled "I need a wheelchair and I have a bus to catch in 17 minutes." A POLICE OFFICER felt sorry for me and HE got the wheelchair an HE wheeled me to baggage claim to get my bag which now had a broken handle and we raced to B1 area to get the bus. It was 2:20 pm. We got there to wave goodbye to bus which just left. The officer had to go and I was left there alone and I had no idea what to do. There was no way to Kitchener unless I took a car. The car would only take me to Sportsworld as I was not sure where I was to go and the Onex bus stopped there. It cost me $150 and was yelled at, for not having Canadian money even though our dollar is stronger. We got there, and found out my phone did not work in Canada. I was crawling around seeking someone with a phone. It was too late, they were going to pick me up, but when I didn't show or call, they left. I saw a 302 bus and I explained my problem. I had no Canadian money and, out of kindness he told me to get on. He went to the Fairway Mall, I think, and pointed at the #7 train which would stop near my Hotel. Were it not for these kindnesses, I would have been stuck. So I wound up going to Canada for nothing. Whom should I send a thank you card, to, Mr. Rousseau? Did I mention my feet are paralyzed?

Part Two:

June 11, return on flt 724. This is the final chapter of my last Air Canada flight.

My family brought me to YYZ and I was there 2 1/2 hours early. Not a wheelchair in sight. So I made it to the counter and they just didn't care. Finally this young lady got a chair and, though not her job, she took to the complete other side of the Terminal. I was esconsced in front of one of the worst agents I have ever encountered in over 60 years. She was stupid, nasty,

mean-spirited and had no idea of how to do her job. Sorry to say this, but 100% true. She wasn't sure how to get the luggage tag, then she had no idea how to get the red priority tag used for handicapped people, so I tore the one

still on my bag from the previous fiasco and we used that. My masked slipped and she rudely lectured me. It was an accident, talking to her from a

wheelchair, I endured her lack of professionalism. I mentioned there were a few people just a few feet away not wearing masks, she said nothing. Since her position was not at the main ticketing section, I said I wanted to make sure I saw the bag get on the conveyor as I had my cpap machine which keeps me alive when I sleep. Well you would think I said I had a bomb in my bag. She said I needed to remove it and more nonsense. In 40 years I was never told I had to do that. I asked for a manager who was right there and

said nothing. This black gentlemen made me wait 15 minutes while he was on the phone... laughing. when I arrived I mentioned I need to hurry up as I had to go to the bathroom. I have prostate cancer and needed to go. No one cared, Finally this "manager" walked over. He never looked at me, never listened to a word from me and refused to answer my questions. Is this your customer service? Shame on all of you. Finally he told the girl to put the bag on the conveyor. But she didn't feel like it so this man, Yzoel came by and he did it and then wheeled me to the TSA. That all took an hour. At the TSA Yzoel disappeared. So when I got to the other side, I had no one to help me. No wheelchair. I started pleading for a wheelchair, nothing. 4 women went through Tsa after me and had wheelchairs waiting for them. It took almost 40 minutes to get mine and those women were on the same flight as I. I saw this one Korean man with major attitude who started to tell me to sit down, wait blah blah blah. Then I said something in Korean which did not suit him. I think he forgot why he was there, wasn't it supposed help the passenger? He came by again and start giving me demands and he really pissed me off. After all that time and all the lies I was told, I started to wheel, myself, into customs. Out of nowhere this really nice man, Vasily came up behind me and took me through customs and all the way to gate F32. I thanked him profusely.

Remember I mentioned the 4 phones call and all the ignored emails? I was trying to get a seat up front, and since I am not an ATM for Air Canada I felt it was terrible to financially gain because I am handicapped. That pathetic girl lied and said I had seat 33F and that was final. I said how difficult it would be for me (I have 17 herniated discs) make it down 33 rows. She had the heart of sandpaper. When I finally got to the gate the attendant also lied to me and said there was nothing closer for me. When I started to Board the plane, I mentioned it to the stewardess and in 2 seconds I had a seat near the front. Kudos to her. Of course we were never going to leave on time, because that doesn't happen at Air Canada and the attitude about it! Priceless. So other A.C. flights had been cancelled and many of those passengers had cleared customs and booked other flights only to get texts saying they were rebooked

on Flt 724. So we were held up for over an hour. Once everyone was on, the door closed, we sat there for another 30 minutes, leaving, finally, at 7:50pm. Almost 2 hours late. Well it was better than the 3 hours in NY. What is clear to me is that Air Canada does not care about it's passengers and wants nothing to do with the handicapped ones. No apology was even given for the late departure. But anything for more revenue, right? I even had to beg for a full can of Canada Dry Ginger ale which the stewardess hesitated despite my having seen her give full cans to 2 passengers two rows in front of me.

What a mess your Airline is. I did research and even found an Article back on March 28, 2008 detailing requirements to be the Chairman of AC, and no where does it mention customer service or satisfaction. Even read some of Rousseau's speeches and never a mention of customer service. It's as if your airline could survive without any of us. Ok I am done. Most horrible flying

experience I have ever had and I used to fly myself. Your airline is horrible and many of those passengers that were redirected to Flt 724 were so upset and complained all the way to NY. But that doesn't bother you, YOU DON"T care.

When you research me, you may find comments that I was a bit loud or not nice and it was true. I had to lean and stand forever waiting for a wheelchair that never came several times. If Air Canada did not like the attitude I developed, then you shouldn't have created me. SHAME, SHAME on your pathetic airline. We don't care about your new touch systems or this and that.

We just wanted to be treated humanely and as valued customers. But you have no idea how to do so.

What do I want? I feel terrible about depriving anyone of there just due. You deserve nothing. I can be treated like bovine scatology for free, don't need to pay for it. Full refund, $89 for the ripped luggage and $150 for my car service

to Kitchener. You probably won't deal with this, or even respond, But the NY State Dept of People with Disabilities will and my travel agency will no longer issues tickets with Air Canada. There are so many reputable carriers so who needs you. Thanks for the hellacious nonsense and Have a nice day.

Larry Wilkes locator 3134DM and 3HV2QS

Desired outcome: Refund of ticket, damaged bag and transportation.'If you simply go out of business that would be fine too. You have no idea what your doing.

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10:14 am EDT

Air Canada Emergency row seating

good morning,

for years I was an Air Canada customer - religiously, 15 years ago I had a terrible experience and switched to the other guys. I am sure I am allowed to say West Jet without lightening bolts making it to my PC while I type this.

I decided to give AC another shot just to see if things may have changed, well the inflight service was fine my beef is with your policy on Emergency Row seating and its priority or should I say the lack thereof.

During my checking 24hrs prior to this flight it said I could change the seats at that time, didn't say it would be $$49-50/seat where we as working customer would have to pay, the other guys (West Jet) do not charge?

upon arriving at the counter I inquired to the AC Team, do you do priority boarding for Emergency Row seating - they smiled and said No. The other guys do (West Jet), I guess they appreciate the support during the flight in the event things go sideways and we have to become part of the flight team to get the doors open and hopefully make an impact on a terrible possible situation.

To conclude my point here I am disappointed that your setup and SOP doesn't reward the people that want to help but rather de-reward them by charging without any sort of compensation and before you come back with preferred seating, your seating area is smaller than your competitor (West Jet).

Now I realize this will probably fall on deaf ears because I am just one person who pays for 2 people to travel 5-10 times a year and AC has been surviving without me for the last 15 years I would remind you or whoever reads this that growth is measured by your increase in customers and a Loyal customer will pay you back vocally in ways you cannot measure.

Desired outcome: Take what I say serious, review it at a Jeopardy meeting, pass this along to a board member, and have the decency to respond to me so I know at least you read my words that I took the time to type.

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9:52 am EDT
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Air Canada Cancellations of my ticket twice

Hi my ticket number was [protected].. airline cancelled my tickets without any optional dates and I was put through two much of troubl by the asap agent and also was dealt very rudely everytime I called to request for my updates .. I requested to give me a replacement flight on the same date I booked as I couldn’t fly earlier but the agents don’t even want to do anything regarding that .. and at the end they only refunded me saying the air Canada don’t have economy class where’s when I checked online the same flight is flying on the same day and have the economy class .. I have to rebook my self and paid double the price also with my kids tickets which I purchased way in March Ticket number was [protected] and [protected] and they cancelled it saying the airline cancel which in reality that airline is flying on t the same date and time which I booked.. and for that too I had gone through so much of hassle and I had to pay higher amount to rebook.. no compensation was done by the AIR CANADA the only thing was a big loss from my side and I m not in peace since the day I bought the ticket WITH AIR CANADA.. your agents are very rude they try to sell the ticket and once they sold everytime there’s a problem they ignore you completely never answer calls or emails nor when I called always transfer to different people or disconnect the phone and never return the calls..such a worse experience one can have

Desired outcome: Compensation as I already rebooked my ticket through different airlines

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6:27 pm EDT

Air Canada Baggage

Dear Michele Heinrich

Your flight(s) are now processed/confirmed.

Here's your status of electronic ticket number(s): 014-[protected]

Your trip pnr is 4YSQEK. Please use this for any further communication with us.

In San Francisco they took my carry-on. In Toronto they went to different gate with no one to take people of plane. One hour later we got off after landing.

Then go to carousel where we were told there is no one to unload bags and it would be 3-4 hours before we could retrieve bags. Then told everyone to go home and were given a business card and told to call and give info, and they would deliver bags to our home.

We tried calling from terminal and at home till 3 am. No answer, In morning answering service told us not accepting calls and to call back later.

We tried filling out baggage for form however it will not proceed without a Incident Report # The business card did not provide any 3 and we tried every possible combination of number from our booking and it failed. The lady should have provided all passenger looking for there luggage with the card and the Incident report #

We have been on the phone for 3 hours this afternoon and no one is picking up.

We still have no idea about my luggage.

Please contact us at [protected]

Desired outcome: Luggage delivered to us and some form of refund. Contact us at [protected] or E; [protected]@gmail.com

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1:17 pm EDT
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Air Canada My flight was canceled last night booked a hotel they said i would be refunded

After waiting for 4 hours in Montreal after my flight was canceled. At 11 pm the hotels were all given out except mine. Therefore i was told to book my room and would be compensated. I cannot find a possible link to get my refund. I was canceled on June 2 June 3 and would have missed my daughter’s wedding. I had to drive 12 hrs through the night to make it on time. Going on the return flight the plane was also canceled and waited on line until 11 pm to rebook. The taxi ride was 30$ and we never ate dinner.

Desired outcome: Need refund for the hotel and cab

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11:20 pm EDT

Air Canada Cancelation fees

I am being charged over $1000 in cancelation fees for myself and my wife and daughter, flying from Manila to edmonton Canada, because I am unable to return to Manila as I am unvaxed and according to the Canadian Liberal Governments overreach of laws, I will be unable to take my return trip back to Manila. Under these conditions there should be jo fees to change my tickets.

Desired outcome: Waive the fees !

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8:41 am EDT

Air Canada Flights being delayed

#1) May 11, 2022 I was supposed to fly from London to Toronto to Regina. The flight got re routed due to technical difficulty. I was re routed to Winnipeg and lost a full day of filming. (I am a tv producer). It costed me $9,000 for having the film team booked and ready. We lost that day and now I have had to purchase another $1,300 in flights to re film that day since Air Canada costed me this. Flight number AC1113. Air Canada gave me a $200 coupon which is simply not satisfactory to my costs incured by your mistakes.

#2) May 28, 2022. Flight AC5259 from PEI to Toronto, to London had the same issues of delays. I was forced to purchase an extra hotel which was not part of this flight budget, and then I ended up missing my flight from Air Canada's poor communication. I then had to get a taxi from Toronto to london which costed me even more more money, not to mention the time lost.

I am a tv producer and I am more then wiling to share my experience flying with Air Canada to my 11 million viewers across Canada. My number is [protected]. I expect a phone call to resolve your lack of competency. Otherwise my 11 million Canadian viewers will know about your poor service and communication.

[protected]

Tim Gerrits

Desired outcome: A personal phone call to discuss

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8:20 pm EDT
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Air Canada Miss treatment, neglect and human rights violation according to Canadian human rights laws

On behalf of the Canada Sierra Leone Friendship Society Inc (CSLFS Inc) affiliation with Canada-Africa Relation Enterprises (CARE) Ltd like to filling a compliant against Air Canada affiliated with Turkish Airline. According to the planning projects of CSLFS Inc/CARE of the CEO visiting with three countries of our members, starting in Sierra Leone, Turkey, Germany returning to Canada, to attend another conference in Montréal. On I arrival to the Lungi airport before the time of checking in, after waiting for three hours, later I came to understand that the Turkish airline has canceled without our noticed. I went upstairs and talk to the manager politely, asked why? She said the flight was canceled with a notification to our agent and those bought the tickets online. I called my agent in Winnipeg, Toronto by the name of SAHARA TRAVEL &TOURS INC noting shows the flight was canceled and when she asked me to give the Turkish airline manger the phone and hear her out what provision they can offer to me. The Turkish airlines manager refused to speak with SAHARA TRAVEL &TOURS INC agent.

With all the plans of the organization projects activities, all of a sudden and disappointment the Turkish airlines canceled with no reservation, nothing provided to me. I asked for any provision or any other means to help me. The manager of the Turkish airlines altered a word saying "this is Africa, and is not Canada. there is no human rights in Sierra Leone, nothing to offer, I even altered that, Canada airlines and Turkish airlines have agreement for their citizens and customers.

They need to treat me as a human being. Turkish airlines manager refused to offer me nothing. Instead she instructed her boys to insult, with disgrace me in front of the crowed in the Lungi airport. The manager of the airlines instructed her boys to pushed me out of their hallway downstairs where there is no camera and hit my rights foot swollen, I went to the Sierra Leone government hospital, getting some treatment.

After that, my agent rebooked for another flight to Turkey, the Turkish airline manager said I will not going to board on the other Turkish airline instead they will refund the money back to me. My agent have to bought me another ticket to Air Brussels back to Canada without continue my trip to Turkey and Germany

Desired outcome: To pay all the damages and refund all the expenditure lost, and my medical fees and make sure Air Canada flight needs to revisit the agreement

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2:13 pm EDT

Air Canada Was unable to communicate with the Air Canada in an emergency situation where I couldn’t make it to the airport to take my flight .

I was suppose to be travelling to Toronto on 28/5/22 at 1800hrs from London Heathrow by Aircanada flight AC859 (booking ref no: NDLF6U)

I live in Truro (Cornwall) which is around 275 miles from London Heathrow . (Around 4hrs 30 mins drive )

So I started at around 7.30am on 28/5/22.

by my car ,unfortunately I had a flat tyre around 0840 hrs on A30 near Liftondown. I called in my roadside recovery GEM , who said there was a waiting period about 60 to 90 mins , meanwhile the local recovery was trying out for the availability of the particular tyre unfortunately as this was not available any where as it was a weekend and was not available until Monday 30/5/22. Unfortunately I had to return back with my car in the recovery truck to Truro my home town .

My car is still in the garage. I was trying to get hold of Air canada customer service since this happened from 10:15 hrs ,I was unable to reach them over the phone ,online ,I was unable to reach them . The customer phone service doesn’t exist for Air canada in UK

Desired outcome: Need explanation and this experience should not happen to other customers . I want full refund of my air ticket .

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5:38 am EDT
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Air Canada refund of ticket not received

Dear Sir,

I have made a traveling air ticket under booking reference number: 3AR6MD and ticket number is No:[protected] for New Delhi to Vancouver for 08/05/2021.

But due to the spread of Covid-19, all the fights got canceled with immediate effects & same made me failed to travel.Since then i have been visiting my travel agent for refund but no satisfied answer is being given till date and neither any refund has been ,made so far till.

I also request you to please share if any refund against above ticket is made to agent, as agent is not cooperating & denying any reciept of refund from the airline so far.

Please guide and confirm if i can have my refund of my ticket

regards

Jaskarn Singh Pawar

[protected]@gmail.com

Desired outcome: please refund & oblige

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4:08 pm EDT
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Air Canada Lack of Service

I booked a vacation to Jamaica, to arrive May 12, 2022 and return May 21, 2022. On our way to Montego Bay, about 1/2 way, we had to turn around and were told there was a "scheduled" labor strike, so there were no traffic controllers to guide the planes. There was a lot of confusion for everyone when we arrived back at the airport. When would we get there or will we even get there? Some received an email stating that we would be leaving the next day. When we tracked down an Air Canada representative to find out where we were staying that night, we were told that this is not the fault of Air Canada, therefore the customers were on their own and not in a nice way. One question I have is, if the strike was scheduled, why did Air Canada not know about it? It may not have been the fault of Air Canada, but it certainly wasn't the fault of their customers (even more). We should have been looked after that night, but instead we received a "free" sandwich on the flight.

On the way back to Toronto, we were scheduled to leave on May 21, 2022 which gave me enough time to catch my flight from Toronto to Calgary. Late the night before, we received an email stating that due to an operational issue from an earlier flight was causing our flight to arrive late. We were originally scheduled to catch the shuttle to the airport at 7:10 am, but couldn't even get a hold of the rep at the hotel until about 10 am. Once we spoke with her, she was quite rude ad kept saying, check the board schedule for the change, check the board schedule for the change. I believe an operational issue is the fault of the airline and certainly not the customer. This caused my flight to Calgary and my sister's flight to Moncton, NB, to be delayed until the next morning. Again leaving us to fend for ourselves.

I must say I have not heard good things about Air Canada in the past, so I have always avoided traveling with this airline. I thought I would give the airline a chance, but was let down more than once by them on this trip, so now I understand what I've been told.

In the end, not only did we book a certain amount of vacation for this trip and lost a full day of the all inclusive (at a cost that now seems way too much), we also arrived home a day late.

Please advise. Thank you.

Desired outcome: We would appreciate either a refund or a voucher to cover two days wasted (both time and money). Thank you for your consideration.

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1:29 pm EDT
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Air Canada Stolen items from checked baggage

My husband and I took flight AC143 from Toronto to Calgary on Wednesday May 18. He helped me pack my luggage and can confirm the items that have gone missing. At no time did we leave our items un attended prior to checking our baggage in at the Air Canada conveyor belt.

The flight was delayed for over an hour because the Air conditioning and the starter motor for the airplane engine were not working, and had to be replaced.

Upon arrival in Calgary, we went immediately to the baggage carrousel, and there was no delay in the arrival of our items.

We picked up our rental vehicle near Calgary airport by shuttle bus. At no time did we leave the baggage unattended at the car rental office, nor in transit.

We went grocery shopping, and the rental car and trunk were locked during our shop. We loaded the groceries and drove to our accommodation, the car was not left unattended at our accommodation.

Upon opening my luggage, my husband and I noticed that several items were missing including :

- a teal down puffer jacket with hood

- a pair of telescoping hiking poles

- a navy blue zippered polar fleece jacket

- a brown and teal paisley toiletries kit with handles, zipper, and two pouches, one lined with plastic, the other with breathable mesh.

In the toiletries kit there were the following items: shampoo and conditioner, new tweezers, toothbrush and toothpaste, a new bottle of la Roche Posay tinted facial sunscreen valued at $50 plus tax, a dental mouth guard valued at well over $500 for replacement cost, a yellow high end deodorant tube.

I tried to make a complaint online with Air Canada, and the website kept crashing.

The next day, I phoned Air Canada Customer Service, and talked to someone nice and helpful. She told me a procedure to follow for filing a claim, which was to first check with lost baggage and see if the items are there, and then if not, to file a complaint with the police, and with Air Canada. She said I could also make a claim on my travel insurance or credit card. I said this was an Air Canada problem caused my Air Canada employees, and I wanted Air Canada to incur the cost of replacing the stolen items so that then they might see it necessary to do something about an employee and customer relations problem that is embedded in Air Canada corporate culture.

I phoned Lost Baggage at Toronto Pearson Terminal 1 and spoke to 2 separate employees. They put me on hold and hung up on me both times. I phoned lost baggage a third time, and no one picked up the phone.

I phoned Peel Regional Police and filed a report with Constable Cornea, badge #3527.

I phoned Air Canada Customer Support again, put in my number for a call back, and got a call back from the ticket sales department. When I said I was phoning to file a baggage theft report, he was dismissive and rude, saying « no m’am, you phoned the ticket booking office, we have no customer service phone number, you have to make a complaint online. I explained I had tried to do so, and the website was unavailable for making complaints last night and this morning.

This trip was a surprise 60th birthday gift from my husband to me. So far, because of the negligence, criminal actions and total lack of support I have received from Air Canada and its employees, it has been a nightmare. It is freezing cold in Banff and snowing, and I do not have sufficient warm clothing to wear because it was stolen by Air Canada Employees. Air Canada does not seem to care about this issue because they don’t have a proper website or customer support team to deal with this issue. I am sure I am not alone here. The police confirmed that this is a frequent occurrence, and that Air Canada is very difficult to deal with..

Desired outcome: I want my items returned undamaged, or replaced. I also want Air Canada to pay damages so that they will change their corporate culture with respect to theft and dealing effectively with customer complaints.

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HPurcell
, US
Oct 12, 2023 6:40 pm EDT
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Was this ever resolved? My luggage was delayed by a whole week and a luxury purse was taken from inside the luggage. Not sure how to go about it as I'm getting the same treatment from AC.

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CaNaydian
Thunder Bay, CA
Aug 29, 2023 10:15 pm EDT
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Thank you for posting this. I just had the same experience on an Air Canada flight from Washington, DC to Thunder Bay through Pearson. This was after my luggage was delayed two days on the way down there as it was stuck at Pearson and my Find My app showed it there. I had to keep calling, and initially they assured me I'd get it on the second day, but then apparently they couldn't fit it in the cargo hold and had to wait for the same flight on the next day.

My missing items:

- a Renpho smart tape measure

- a Venus razor

- a light but warm housecoat that was perfect for travelling

So I did a search on Air Canada employees stealing luggage contents and it landed here. From your account of your nightmarish experience, I'm not even going to bother lodging a complaint.

But I certainly *have* switched most of my default payments from my Aeroplan cards to my WestJet dollars card! Plus I understand Porter is currently offering a deal where you can use Aeroplan points with them.

I consider Air Canada a necessary evil for places you can't otherwise get to, but other than that I'm pretty much done. I never liked them much when they were basically the only choice for Canadian air travel. In my opinion, they still have the attitude that they still are.

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8:43 pm EDT
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Air Canada Check in baggage damage

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.

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11:18 am EDT

Air Canada 39NBLE

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?

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Air Canada In-depth Review

Overall Rating: Air Canada provides a satisfactory overall experience for travelers. While there are areas for improvement, the airline generally meets expectations.

Booking Process: The booking process with Air Canada is straightforward and user-friendly. The website allows for easy navigation and offers a variety of options for flights, including flexible dates and destinations.

Flight Experience: Air Canada offers a comfortable and enjoyable flight experience. The cabin crew is friendly and attentive, and the seats are generally comfortable. The airline provides a good selection of in-flight amenities to enhance the journey.

Customer Service: Air Canada's customer service is generally reliable and helpful. The airline has a dedicated customer service team that is available to assist passengers with any queries or concerns. However, response times can sometimes be slow.

Baggage Policy: Air Canada's baggage policy is reasonable and allows for a sufficient amount of luggage. The airline provides clear guidelines on baggage allowances and fees, making it easy for passengers to understand and comply with the policy.

In-Flight Entertainment: Air Canada offers a wide range of in-flight entertainment options to keep passengers entertained during their journey. The selection includes movies, TV shows, music, and games, catering to various interests and preferences.

On-Time Performance: Air Canada generally maintains a good on-time performance record. While delays can occur due to unforeseen circumstances, the airline makes efforts to minimize disruptions and keep passengers informed about any changes to their flight schedules.

Food and Beverage: Air Canada provides a satisfactory selection of food and beverage options on board. The meals are generally of good quality and cater to different dietary preferences. However, the variety could be improved.

Loyalty Program: Air Canada's loyalty program, Aeroplan, offers a range of benefits and rewards for frequent flyers. Members can earn points on flights and redeem them for various perks, including upgrades and free flights.

Safety Measures: Air Canada prioritizes the safety of its passengers and adheres to strict safety protocols. The airline regularly updates its safety measures to ensure a secure and comfortable travel experience.

Destinations and Routes: Air Canada offers a wide range of destinations and routes, both domestic and international. The airline provides convenient connections and options for travelers to reach their desired destinations.

Pricing and Value for Money: Air Canada's pricing is generally competitive, offering good value for money. The airline frequently offers promotions and deals, allowing passengers to save on their flights.

Accessibility and Special Assistance: Air Canada provides accessibility and special assistance services for passengers with disabilities or special needs. The airline offers support and accommodations to ensure a comfortable and inclusive travel experience for all passengers.

Business Class Experience: Air Canada's business class experience is top-notch. The airline offers luxurious amenities, spacious seats, and personalized service to enhance the comfort and convenience of business travelers.

Economy Class Experience: Air Canada's economy class experience is generally satisfactory. The seats are comfortable, and the airline provides basic amenities to ensure a pleasant journey for economy class passengers.

Frequent Flyer Benefits: Air Canada's frequent flyer program, Aeroplan, offers a range of benefits and rewards for loyal customers. Members can enjoy priority boarding, lounge access, and other exclusive perks.

Website and Mobile App: Air Canada's website and mobile app are user-friendly and provide a seamless booking experience. The platforms offer easy navigation, real-time flight updates, and convenient features for managing bookings.

Airport Facilities: Air Canada operates in airports with modern and well-equipped facilities. The airline provides comfortable lounges, efficient check-in counters, and other amenities to enhance the overall airport experience for passengers.

Sustainability Initiatives: Air Canada is committed to sustainability and has implemented various initiatives to reduce its environmental impact. The airline focuses on fuel efficiency, waste reduction, and carbon offset programs to promote eco-friendly travel.

Complaints and Resolutions: Air Canada handles complaints and resolutions in a professional and timely manner. The airline has a dedicated customer service team that addresses passenger concerns and strives to find satisfactory resolutions.

How to file a complaint about Air Canada?

1. Log in or create an account: To begin, please ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, you will need to create one by providing the necessary details and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, briefly summarize the main issue you have encountered with Air Canada. Make it concise yet descriptive enough to convey the essence of your complaint.

4. Detailing the experience: Provide a detailed account of your experience with Air Canada. Include key areas such as booking issues, flight delays or cancellations, customer service interactions, baggage problems, or any other service-related concerns. Mention any specific transactions, including dates, flight numbers, and any correspondence with the company. Clearly describe the nature of the issue, the steps you took to resolve it, and how the company responded. Explain how this issue has personally affected you, such as causing missed connections, additional expenses, or significant inconvenience.

5. Attaching supporting documents: Attach any relevant supporting documents such as receipts, boarding passes, correspondence, or photos. Please ensure you do not include sensitive personal information in the documents you are uploading for your own security.

6. Filing optional fields: Use the 'Claimed Loss' field to state any financial losses you have incurred as a result of the issue with Air Canada. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it be a refund, compensation, an apology, or any other form of resolution.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all information provided is correct.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint or review on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, make sure to regularly check your account on ComplaintsBoard.com for any responses or updates related to your complaint or review. Engage with any responses if necessary to further your case.

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Air Canada contacts

Phone numbers

1888 247 2262 800 6699 2222 More phone numbers

Website

www.aircanada.com

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