Air Canada
reviews and complaints

On Feb.21st/2022 to Feb.28th/2022 my sisters and I booked an all-inclusive package deal with Expedia and the airline we took that was partnered with them was AirCanada. The same day of our flight Feb.20th/2022 at midnight was our flight going into the 21st I checked my email and saw that an employee working at AirCanada cancelled our flight without my permission also stating in the policy they cannot make choices on MY flight without MY permission but they still did without my knowledge or talking to me about it. Changed my sister and mines flight WITHOUT MY KNOWLEDGE and booked a flight for the next day making me lose a day within our package deal because they was something wrong with one of our connecting flight aircraft which is not my problem whatsoever. THE SAME day I was suppose to be going on my trip AirCanada had my sister and I stressed because we did not want to lose a day with all the money we put towards this trip and they did not have a right to decide that for me on my behalf because they did not put money towards the trip itself. This is a whole airline you couldn't put me on another flight the same day? So I went back and forth with them the same day I was supposedly about to leave and can I just say I would've not even known until I looked at my email the same following day I was suppose to be leaving the country. Most of the AirCanada staff didn't even seem to care or try and solve the problem their employee made. Each employee was telling us different things they didn't even know what they were talking about. We ended up being told by one of the employees talk to Expedia see if they can change your package deal with the hotel and we will gladly change your flight since it was their fault. So after the long hassle we did and WE ended up paying for another day which was super unfair because it was our fault to begin with. When we thought we had this situation figured out AirCanada changed our flight to leaving on Feb.22nd/2022 to coming back to Edmonton March 2nd/2022 so we had a layover in Montreal for almost a day and they say they couldn't accommodate us because it's their policy for "covid"

such BS. It's also your policy not to touch someones flight without their permission and knowledge but whatever is beneficial to AirCanada right? I never want to ever travel with this airline again because the lack of respect I received was crazy for something that was YOUR doing. Most of the staff were very ignorant and racist. Some other staff members we talked to were very understanding and were telling us THEIR own managers didn't even want to touch our case file because it was their own employees fault. LIKE HUH? what kind of managers don't even care about keeping their customers happy and fixing a problem that was their own employees to begin with? We have the emails and took down every employees name so you will definitely be hearing for us if this issue is not solved. Train your staff better so this problem doesn't happen again. I will never be using this airline and I forsure will be letting long term customers with you know the reason why so something like this could never happen AGAIN. I will continue to shed light on this terrible airline. This will not be the last time you will be hearing from my sisters and I. SCREW YOU! I hate this racist [censored] airline with my whole heart. Go look at my case file ONE of YOUR own employees said you owe us a refund and how she was so sorry on your part not good enough after the ignorant / racist we had to deal with.

We border a flight from Calgary with 5 pax but we only took 2 x hand luggage one was a child’s day sack and the other a small daysack. Our booking was for children aged 13,16 and 17 years old and 2x adapts. We were told on the flight to the uk to put our bags under the seat as we needed to make room for others with larger luggage. This then made us not have room at our feet so that others who had larger luggage could have space, even though we paid the same amount ;actually more as their was 5 of us. To add insult on our flight back today as I am sat on the flight the same thing happens! It’s a 9 hour flight! From London to Vancouver 2.30 depart and yet again overdosed luggage is taking up all the room and we yet again have to put our bags under our feet. This is not fair why should we suffer?

This purchase protection program is not as advertised. The program states that a full refund is provided. It is fair to assume that the full cost of the vacation would be refunded upon cancellation, but this is not so. Air Canada Vacations does not return Aeroplan points redeemed. This is not a full refund. The CareFlexPlus program is supposed to provide peace of mind, not deceptive terms that are contrary to the concept of a full refund.

I am requesting that my Aeroplan points be returned as expected with the protection of a full refund.

This is our 4th Complaint regarding this mater with no response. We arrived at PV AC priority checkin Feb 20/2022. After 1 1/2 hours of embarrassing, intimidating, humiliating & disrespectful treatment we were continually told we were not on the manifest for Flight AC971. Our confirmed Business class seats were not available. We asked for a manager. When she arrived she restated their position and said we would need to pay for new seats and nothing available until Feb 27/2022. This was not acceptable to us & the manager made a phone call. After further discussion on the phone she offered 2 economy seats if we paid for them. Not acceptable as we already paid for seats. The manager finally stated we could have the seats & deal with the costs later. We agreed to take the seats.

We do not understand why Air Canada will not deal with this matter as we paid upfront for Business Class seats for round trip Vancouver and back from Puerto Vallarta. Our great 3 week vacation was totally unhinged by this serious error made by Air Canada. You need to deal with this because we are not going away.

HI Sir/Madam,

I bought a ticket on February 28, 2022 going back to the philippines for a family emergency because my father is in a critical condition. I have a stop over at incheon korea on march 2. When I arrived there, they didn't let me go through because I only have rapid test result instead of PCR test. I asked them that I am willing to do PCR there but they said I can't do it there. they hold me there for 2 days and 2 nights in the airport without offering me any water or food. I asked them when can I go home coz my father's heartbeat is getting lower and lower but they just keep on telling me to wait coz they are waiting for the response from the Philippines which is in the end they didn't let me. I was begging to them to let me go coz my father needs me and I can't afford to buy another ticket going homecoz I am the one who shoulders everything in the philippines instead they sent me back to Canada and I just arrived today at around 5pm toronto time. I am so so sad about this experience coz I still want to see my father alive and to take good care of him and to show and let him feel that he is loved. They said that Air Canada doesn't supposed to let me in without the PCR test results to avoid that situition. Sir/Madam, I'm asking for your consideration of replacing my ticket going back home and forth to be with my father coz I don't have money to buy another one.

Air Canada has changed three of my flights within the last 2 days to flights that are impossible to make. I had a flight from Ottawa to Vancouver and then Vancouver to Smithers. They changed it to from Ottawa to Toronto, then to Vancouver, arriving at 12:11p.m. The flight to Smithers was leaving at 9:50 a, m, so totally impossible to make. The next day they changed my flight from Smithers to Vancouver and then Vancouver to Toronto, which again was 2 hours before I arrive in Vancouver. Today they changed my flight from Ottawa to Montreal to Denver and then to Rapid City. They changed it so the flight from Denver to Rapid City left 2 hours before I landed in Denver.

What is going on?

If you can't do better than this, you better get out of the air flight business...

I demand some kind of satisfaction. Please phone me with an explanation and what you are going to do about this.

Hello,

I was travelling on Feb.27, 2022 from Edmonton to Budapest - booking numbers ODOY59. My journey was interrupted in Montreal due to a delay of my Edmonton - Montreal flight. When I picked up my luggages in Montreal one of my luggage (Duffel bag) was seriously damaged - one of the wheals was destroyed. I went to do a complain in Montreal, but they insisted that I must file the complain at my final destination - Budapest. When I arrived to Budapest on Match 1, 2022, at 2 pm there was no Air Canada office to be able to make the complain.

Looking forward for you reply,

Andrea Kiss - email: [protected]@gmail.com

Richard Widmer/Joseph William Paul Pepin Booking 30593Q. This is our third filing of this complaint. After 1 1/2 hours at your priority desk at PV airport we were advised we were not on the manifest for Flight AC971. We were embarrased, degraded and frustrated. Obviously you don't care about our concerns so we will be turning this over to Canadian Transport Agency and Global Media to get satisfaction.

This flight was to depart at 3 pm SJD time. And arrive in Toronto at 9:35 pm.

I have received that day. 30 notifications advising of delays. We finally were on the plane and the plan took off at 6:45 pm. We then landed in Toronto and waited to de plan as there was not a space for us to pull into. After 40 minutes

We got off the plane. Then had to go to customs then we’re pulled for a random additional PCR test. Then we proceeded to get our bags. Which by the time we got our bags from baggage as it as well was delayed - it was 3:00 am on Feb 20

We were originally to connect with Robert q as this was booked and paid weeks ago to havethem pick us up the 19 th at 11:30 pm. Based on our arrival time when flight booked was 9:35 pm on the 19 th

Obviously we missed this as we were still in the air.

We therefore had to wait in the airport from 3:30 am to 8 am when Robert q had another bus coming into Toronto airport for pick ups. It was very unpleasant sitting in an airport overnight for almost 5 hrs. Uncomfortable especially since we are seniors. feel there Shd be compensation for the inconvenience and discomfort this flight has caused us. I must say we flew Delta down on Jan 7. And had a great no problem trip. Similar to the past Air Canada flights that we have had . Also through the confusion on these delays and suddenly when we were told we had a gate to go to. And could board I forgot to ask the attendant to load my aeroplan # so we could get our points. They are Donna Bellefleur. [protected]. An Ronald Bellefleur [protected]. Please load these so we can get them for this flight. Appreciate your review on this matter Regards. Donna and Ron Bellefleur. Phone [protected]. [protected]@gmail.com. I wish I would have taken pictures of this but I didn’t

My flight from Montreal to Toronto went good. It was delayed a little because the plane never had proper staffing. That’s OK. Delays happen

I arrived in Toronto, was at Gate 9 to board to complete the last leg of my flight. When I went through the ticket was invalid. Was told my luggage wasn’t off the plane from Montreal. There were other people on the same flights as me that made that trip also, no delay.

I was told there was nothing they can do, 24 hour delay. They sent me to a hotel, there were empty seats on this plane.

I want to know the reason why I was kicked off the flight. Why I had to use my own credit card to book the room. Why I was only given $40 for 4 meals?

I want someone to call me and explain why I was removed from the flight, and why no one told me of this delay so I could make alternate plans to get home

The lady at the service desk was cold, offered no explanation, and pushed me along when given the vouchers.

Very very unprofessional

I will Never fly with air canada again such a joke flights got cancelled because of covid we were given travel credit and we were told we can use it whenever we want now im booking a flight they said i has to use it by feb 2020. wasted my time talking to thi guy who just kept me on hold to get rid of me. I tryied to book a flight in december 2020 and was told the refund was processed yet. NOW Im trying to book a flight and i cant ye are a buch of scum bags never flying with ye again

Good day, I travelled from St. John's, NL to Happy Valley Goose Bay, NL on Monday, February 14th, 2022. My flight was supposed to leave at 220pm, but it was delayed until 310pm. I was not notified by email or by phone about my delay and under the Air Passenger Protection Regulations, I was supposed to be notified of this delay. Therefore, I am entitled to compensation under the regulations for a failure to communicate the delay with me in the modes I opted to be communicated with in any changes or delay in my flight. Thank you and I look forward to your response. Reference: 46J GG5, name Elizabeth Zarpa

2022-Feb-11

I am disgusted to have to viewed your latest ad concerning Valentines Day.

It shows homosexuals, disgusting, disgusting.

99 percent of us are normal, why do you have to show homosexuals?

Disgusted,

Larry Bergholz

Dear Aircanada, my flight AC 108 from Vancouver to Toronto on Dec 30, at 9:00 took off at 14.30, with 5.30 hours delay. The following is my full trip details:

Confirmation number 2N9DZ5

flight #1

Vancouver to Toronto AC 108

Dec 30, 9:00 AM - 4:21 PM

flight #2

Toronto to Dublin AC 800

Dec 30, 8:50 PM - Dec 31, 8:20 AM

flight #3

Dublin to Lanzarote EI 778 Air Lingus 778

Dec 31, 1:10 PM - 5:30 PM

As a consequence of flight #1 delay I missed the connection in Toronto where I had to stay overnight. The following day, Dec 31st I spent new years eve flying over the Atlantic, rerouted to FRK, reaching my destination on January 1st, one day later.

Since during the 5 hours between flights in Dublin I was planning to exit the airport, in Vancouver before departure I spent 158.45cad for an unnecessary Covid test for which I ask for refund (see attached file "invoice-1307832.png" cad 156.45).

I also ask for refund for 1 night hotel room that I missed at destination in Spain. At the time of hotel checkout I asked a receipt for just one night. Please see attached file IMG_[protected]_100414.jpg eur 45.52 (cad 68.28)

Thank you

Massimo Ostrouska

via Baiamonti 28

34145 Trieste

Italy

i logged a complaint about being denied boarding last week and still have not heard anything back yet . i feel as though i am being ignored . in my profile says i am from united states , that is incorrect . i am from st martins new brunswick canada. hope to hear from you very soon. thanks

the date of the denial is january 19th out of the saint john airport. it was completely the airports fault, as i had all my paper work and documents in order. they told me i would not be aloud to board the flight. i left made some calls and found i was correct and denied boarding for no reason. this has to do with a negative pcr test for trip to cuba. went back to the airport were i was told they made the mistake but there were no more flights that day and had to come back next day to take flights with very long lay overs. this cost me time ,money and a lot of stress. according to your website and the canadian transportation agency whom i have already been in contact with i am entitled to a monetary settlement please contact me very soon

[protected]@rogers.com

[protected]

hi my name is randall keith barton, on january 19th my wife mary lynn barton and myself where denied boarding of flight ac8493 at 4:30 am . the flight was going to toronto and we where getting a connecting flight to cayo coco cuba. the reason for being denied boarding was that we did not have a negative pcr test with in the past 72 hours. we explained to the air canada employee that a pcr test was not required to go to cuba. she said it was and then asked another employee if a pcr test was required to go to cuba and she said absolutely we needed a pcr test to go to cuba because she was from cuba and know what she was talking about. they then proceeded to tell us that there was no way we where boarding the flight today. so we left the airport feeling upset because we lost our vacation.my wife cried all the way home which is a 35 minute drive. when i got home i went on line to research about the need of a pcr test to go to cuba. i could not find anywhere that it said we needed a pcr test. so i waited until redtag vacations opened and called them and they confirmed the same thing ,no test needed. so i called cuban tourism and they confirmed same thing, no test needed. went back to the airport and asked to speak to a supervisor. the supervisor admitted they had made a mistake. as there was no more flights leaving that day we would have wait until the next day. we eventually got to take our vacation but were 2 days late leaving and the only flight they could find for us coming back had a very long layover and we would need to stay in a hotel in montreal over night. so we where 3 days late coming back from holidays , which meant 3 more days missed of work. this was a stressful vacation thanks to everything we had to go throught. i believe we are entitled to some form of compensation.

please feel free to contact me at

[protected]@rogers.com

[protected]

thank you, i look forward to hearing from you

The actions taken by Air Canada during my round trip from Denver to Halifax were a violation of SOR 2019-244. Here are just a few of the violations:

-In Toronto, I was not helped through security or border clearance, which is a violation of 35c and 35s, respectively.

-Never, in any of the many flights I have been on with Air Canada, have I ever been given an individualized safety briefing or demonstration, which is a violation of 35l.

-On both my trip from Halifax to Denver in July 2021 and my round trip between Denver and Halifax in January 2022, I was not provided help in collecting my checked baggage upon arrival, which is a violation of 35t.

-On my January trip, I was not provided assistance in getting from the gate to the general public area/terminal pick-up area upon arrival in Denver, which is a violation of 35u and 35v.

-Never, in any of the many flights I have been on with Air Canada, have I ever been periodically checked in on, which is a violation of 18.

-Prior to my flight, I called the Air Canada disability accommodation line to request that an open seat be reserved next to me in order to store a bag that contained my emergency medical equipment, as my disability makes bending down difficult, which would make retrieving the emergency medical equipment dangerous if kept under the seat in front of me. I was told that an adjacent seat could not be reserved for this purpose. This is a violation of 52, which states that an adjacent seat must be reserved if needed due to the nature of the disability.

In addition to these violations of Canadian law, I was also horrifically berated by the wheelchair handler in Denver for “wasting his time". At one point he essentially shouted about how I was costing him money because he had other, “more disabled” people to pick up. He threw my backpack around often even though I’d told him I had delicate electronics in it. He complained about how long it had taken for me to go through security. He also generally treated me as subhuman.

Lastly, after all of this, Air Canada's customer support has spent nearly a month emailing back and forth with me, without admitting that they had done wrong. I have yet to receive a single apology, nor any adequate compensation.

I am writing to you regarding my recent AIR CANADA flight from Vancouver to Seattle on the 27th of December 2021, flight number AC 8804.
AFTER NEARLY 3 WEEKS I FINALLY GOT MY BAG
There are 3 major issues here that I need to bring to your attention;

ISSUE # 1
1. My flight was a normal flight without incident.
2. I checked my one bag in at Vancouver airport, which I had to pay an additional baggage fee of $23:00
3. Upon my arrival at my destination, Seattle, my bag was not there. Bag claim number [protected]
4. I eventually found the Air Canada baggage Claim office with great difficulty at Seattle airport.
5. Filled out your "MISSING BAGGAGE REPORT" form # 12506. With all the relevant required contact info and bag descriptions - my name, my baggage claim number, my cell number, my final destination address, flight number, length of stay at destination address (19 days), type and colour of the bag.
6. My bag has always got a clear plastic tag attached to the outside of the bag for identification, with my name, address and cell number.
7. Because of the delay in trying to find my bag I missed my connecting flight to San Francisco.
8. All other flights out of Seattle to San Francisco (my final business trip destination) were totally booked out, and only a flight the following morning was available, which I booked.
9. So from mid-afternoon of the 27th until mid-morning of the 28th I was forced to sleep at Seattle airport.
10. I was not able to find a hotel booking for the night, as all close by hotels were also booked out.
11. I landed up sleeping on a concrete floor at the airport for nearly 20 hours.
12. ALL BECAUSE AIR CANADA LOST MY LUGGAGE ! !

ISSUE # 2
1. I finally took that other flight out of Seattle onto San Francisco (my final business trip destination).
2. From my San Francisco hotel I started calling every day your BAGGAGE CALL CENTRE - [protected]
3. I called every day from the 28th January for the next 6 days continuously and was told on all calls by your agents that they still could not find my bag and had requested a " CONFIRMATION " whatever that is supposed to be all about.
4. On the 4th of January I suddenly got a phone call saying that they had found my bag and it was sitting at Seattle Air Canada Baggage Office and it actually arrived there on the 28th December. The day after my flight arrived in Seattle. WHY WAS I NOT TOLD THAT IMMEDIATELY WHEN I HAD CALLED SO MANY TIMES?
5. The lady asked me to confirm my address in San Francisco so that the back could be forwarded to me there, and she assured me that I would have it in about 24 to 48 hours.
6. That was the last I heard of my bag.
7. In the meanwhile I had several business meetings scheduled and was forced to purchase a variety of essentials for me to attend my meetings. All my business suits, toiletries, shirts, pants, socks, underwear, my medical grade knee brace, prescription eye drops, shaving stuff, all my business papers and most of all, my laptop, were in my lost bag, and a travel bag to move around and eventually get me out of San Francisco, back to Vancouver on the 15th January.
8. If my bag was found and delivered to me in 24 hours I could have held out and not bought things like cell phone chargers, digital camera chargers and even a laptop. But due to the nature of my business there and my 18 days stay there it was impossible. I could not attend my meetings without a laptop.
9. One or two days without my bag would have been acceptable and not incurred those types of expenses, but due to the fact that nobody at Air Canada even knew where my bag was or even be able to deliver it within a reasonable period of time, I was forced to incur these expenses.
10. After purchasing the laptop from a local Best Buy computer store I went online, on the 6th of January, and filled out your ONLINE CLAIM FORM FOR EXPENSES. Incidentally to this very day, January the 26th, I still have not heard from your CLAIMS office at all. NOT A WORD ! ! See attached invoices of expenses and descriptions relating to my bag loss.
11. In the meanwhile it was 11th January and still no bag, and I had been calling again every day to your BAGGAGE CALL CENTRE and I finally was given a " FILE REFERENCE " number by one of the agents there. The number is - SFOAC 68288. Why was I not given this file reference number right from the beginning? And again was told that they were waiting for a " confirmation " whatever that is supposed to mean.
12. The agent still confirmed that he could not locate my bag, even after 15 days of it missing, and to cap off this saga as I mentioned above in item number 4. A lady called me to say it was in fact in Seattle since the 28th of December. WHY WAS MY BAG NOT FORWARDED TO ME ON THE 29th JANUARY?
13. For the next 2 days I still kept calling daily for news, but nothing came to light.
14. Suddenly on the 13th of January I got a call on my cell number that my bag was in the Air Canada Baggage Office at Seattle Airport by a lady calling herself Nicole ( her office number is [protected] ) asking me what she should do with my bag. I told her 3 times do not to do anything with it as my business trip now in San Francisco was coming to an end on the 15th of January and I will return to Seattle myself and pick it up from her there personally. AT THIS POINT I DID NOT, AND STILL DO NOT, TRUST AIR CANADA TO DO ANYTHING RIGHT REGARDING MY BAG.

ISSUE # 3
1. At this point after 17 days without my bag and trying to conduct my business and meetings without my belongings was, to say the least, embarrassing in front of business colleagues and extremely awkward.
2. I became somewhat demanding and seeking an answer from this lady, Nicole, an answer as to why AIR CANADA and she and her BAGGAGE OFFICE could not forward my bag to me on the 28th December and knew it was there from the 28th, see item #4 in ISSUE # 2, and she kept it there for 17 days.
3. WHY DID SHE KEEP IT THERE FOR 17 DAYS - WHAT WAS HER REASON?
4. On the phone she became extremely confrontational, defensive, argumentative and rude towards my questions as to why she just kept it there for nearly 3 weeks.
5. I subsequently left San Francisco and got a flight back to Seattle to pick up my bag from the airport.
6. When I got there I had a huge problem trying to just find the AIR CANADA BAGGAGE OFFICE. There are no signs on any doors, no front desk per se, no physical body insight, as all other airlines have at their baggage claims offices there. An airport janitor manage to find out on my behalf where the baggage office is located eventually.
7. When I finally had to knock on a locked door shown to me by the janitor, a lady answered the door and asked what I wanted. I told her who I was, then all hell broke loose. This Nicole woman did not even get up from her desk, and when I again asked for an explanation as to why she and her office there hung onto my bag for nearly 3 weeks.
8. She started to yell at me, very aggressively and extremely loudly, saying that she did not have it there. I know she did (see ISSUE # 2 item # 4 above). She was extremely rude, and quite frankly if she worked for me I would fire her instantly.
9. She represents AIR CANADA and is a front line person. If this is how she, and quite frankly, AIR CANADA treats Canadian Citizens on an issue about a lost bag from Vancouver to Seattle, how does Air Canada treat foreigners from other countries?
10. Incidentally this flight is a 50-minute flight, how can AIR CANADA lose a bag on such a short flight?

I AM FULLY AWARE THAT ALL INCOMING CALLS TO YOUR AIR CANADA OFFICES ARE RECORDED. MY SUGGESTION IS THAT YOU GET HOLD OF ALL THOSE RECORDINGS, REGARDING ALL MY 18 DAYS OF CALLS AND REVIEW THEM FOR YOUR SELVES.

I await for your response in this regard.

George Pappas

Tel # [protected]
VICTORIA BC

Started trying to contact then 5 days out and was on the phone 3 different days for 4 hours each time - no answer. Their online form would not work for me until day 3. There auto response said it was received but zero communication since December, 2021.

I am fine with a travel voucher for future travel but as of today, I have no idea if they plan to issue me a credit voucher, plan to keep my money or what. Plus cannot contact them; like i have 4 hours a day to listen to their help line !

My friend purchased a direct (3 hour) ticket for me from Expedia to fly on Dec 24, 2021, to Miami on Air Canada flight 1640 from Toronto at 10am arriving in Miami at 1:3pm, and got a notification telling me the direct flight was cancelled and I was put on a connecting from Toronto to Newark to Miami which would take (7hrs).

As if that was not upsetting enough! On Dec 24 when I checked in at Pearson airport on flight AC1640, thinking there could be no more issues, was I ever wrong.
When I arrived at Newark airport on flight AC7472 and tried to check in my connecting flight to Miami with United Airlines 793 738, the agent told me I was not on the flight and that I was not ticketed!
I was forced to search for other flights to get to Miami but the only option I had left was to take a later flight, which I had to wait another 8 hours and won't arrive in Miami till 11-12ish.

There would be no way I'd be waiting that long and be stranded at the airport for that long, so I bought a ticket back to Toronto on AC7483.

My Christmas vacation was ruined because of the irresponsible manner how you handled my trip and how airlines can get away with this!

I need to be reimbursed for my ordeal and reimbursed for my flight back to Toronto (NO CREDIT) just payment back into my bank account.