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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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1:44 am EST
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Air Canada abandoned disabled passenger

I am disabled, unable to ambulated without assistance or a wheelchair. Air Canada cancelled their flight by having an alternate airline employee tape a piece of paper to the gate board with a phone number. No employee was provided to reticket on other flights. After twenty minutes of calling and being in the queue to find alternate flights, I finally hung up in frustration after repeatedly telling the clerk on the phone that NO, I was unable to go stand in another airlines line for the next hour or two to try and get tickets on another airline, as I CANNOT STAND. I know that they HAD seats avaiable on another airline because I called them first. By the time I just hung up on the completely useless customer service from Air Cananda, the flight I could have taken had sold out. ### for leaving me with no support.

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CTGT995
Toronto, CA
Mar 29, 2013 6:09 pm EDT
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My mother-in-law requested a wheelchair at Toronto Pearson Airport - Terminal 1. Air Canada's extremely uncaring and unhelpful staff made her wait for over 40 minutes today standing in line, and despite complaints from another customer, the 2 staff members on duty appeared to working as slowly as possible - with only 4 people in queue for the entire 40 minutes. When asked what could be done, the workers repeatedly responded "we're busy, wait your turn". After 40 minutes, worried that she may miss her flight, she decided to abandon the queue and walk in pain towards the gates. Again, there were only about 4 people in line, and during the entire 40 minute wait the 2 employees were behind their desks barely moving, and not providing any sort communication or reassurance to the disabled people in line.
This is how much Air Canada cares for customers with special needs.

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11:02 pm EST
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Air Canada overcharge from the fight tickte

My mother bought a round-trip ticket for me, on Nov 4, 2011 for round trip form Beijing to Calgary, then she phoned customer services to make a change this round trip from Hong Kong to Calgary and paid for the difference $519 for this round trip change.but on Dec 30, 2011, I reviewed the ticket again, found the the agent only change one-way from Hong Kong to Calgary and didn't changed another way Calgary to Hong Kong( still is to Beijing), but the charge fee is round trip. I had to call customer services again and changed back way from Calgary to Hong Kong and paid extra another $320.I want to the money back for another one way charge $260 that I paid $519 on round trip change Nov 4, 2011.Could you help me? here is the receipt on Nov 4, 2011 attached

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2:39 pm EDT
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Air Canada Redemption Rewards Services

AEROPLAN KAFKA REDEMPTIONS REWARDS CARLSON MARKETING

I redeemed Aeroplan miles for a gift card eight months ago and have never received it in spite of monthly emails and telephone calls with Aeroplan Support/Carlson Marketing. They have repeatedly told me they are whatever their problem is and sending it. Each month I call, they admit I haven’t received it. (They sometimes say they sent it to the wrong name, or the wrong address, or the computer ate all the orders).

In February and March they told me to be patient for the gift card, that they had sent it. In April, when the card still hadn’t arrived, they sent me a declaration form that I completed and returned. They promised to send the card right away. When that one didn’t arrive they promised to send another one in July. And then again in August. When I phoned again in September telling them after waiting 5 weeks it hadn’t arrived, they said they had sent it to Saskatchewan this time and then it had been returned because they had somehow been confused, but then quickly denied that. It is impossible to get a straight answer or the card I redeemed miles for. Maybe someone in Saskatchewan has the gift card. Please just use it! (I don’t live in Saskatchewan).

This week I finally after an hour circling the various Aeroplan contact phone numbers, I was able to annoy someone enough to let me leave a message for a supervisor He emailed me Monday to say he would telephone. He did not. He emailed me the next day to say he would telephone late that afternoon/evening. I changed my plans to wait for the call. He never called. Days later I still have no response to my phone/emails about that and no gift card. The aeroplan website sends you to

(I also redeemed for movie coupons in December, 2010, and after months of emails and phone calls to Aeroplan/Carlson and being told to be patient, they admitted they had never sent them: there was some computer wipeout in December. It took me however another 4 months to get the coupons from them.)

I have also tried to get assistance from Air Canada Customer Support, and "Aeroplan" aeroplan.[protected]@aeroplan.com, they claim they cannot assist in any way and suggest I call Aeroplan/Carlson Marketing.

“We regret to learn of the issues surrounding your mileage redemption; your frustration is understandable. Unfortunately, the Aeroplan Correspondence Department is unable to address any queries regarding mileage redemptions for gift cards and merchandise. We would ask you contact the Aeroplan Rewards Support via email at [protected]@carlsonmarketing.ca or by calling the Activities and Merchandise department at [protected].
Your cooperation is appreciated.”

Air Canada is completely unaccountable and unresponsive and I wonder if Aeroplan too is not under Consumer and Corporate Affairs that it can rip people off in this way? Who can I complain to about Air Canada and Aeroplan, these miles are not redeemable. Financial Advisor Ellen Roseman did a story in 2007 on Aeroplan v Air Miles, showing Aeroplan was not good value. And the customer service is appalling.

If you are tired of the Kafka loop within the Aeropan website which gives you no access to getting your questions answered, try and surprise Carlson Marketing directly, the group that Air Canada sold Aeroplan members to years ago and that is doing an even worse job than Air Canada ever did in customer service.

http://www.carlsonmarketing.ca/ContactUs.aspx

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Steve Sobkiw
Edmonton (1270), CA
Jan 11, 2013 5:28 pm EST

I just ordered 2 costco membership cards by mistake, ment to order 2 costco gift cards.I would like you to cancel my first order and give me 13000 points back and you can keep the costco membership cards as I am a member already. Order # [protected].

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This will not stand
Calgary, CA
Dec 07, 2011 12:24 am EST

Aeroplan is a Joke.
Screw up #1
Last November 2010 I redeemed my rewards points for a $50. Bay Card on line and got a Confirmation number and the points were taken off my total. After the Maximum 6 weeks for delivery as stated on their web site I called to check on the status and ...NO RECORD. Just an apology and they would check in to it?
1 week later another call to Aeroplan ( Carlson Canada Marketing ) and the same BS.
2 1/2 Months later after a threat of Legal action to Air Canada CIBC and Sobeys etc for misrepresentation, $50. Bat Gift Card arrived.
Screw up # 2 The first week in Nov. 2011, I once more redeemed my Aero Plan Rewards from Carlson Canada on line and once again the Aeroplan Rewards Points came off my account and I was given a Confirmation Number. Today one month later I checked my Areo Plan account and again No Record ! Even though I have a Confirmation Number and the Rewards Points came off my total the very day I made the order ! After several phone calls and holds and transfers ...50 minutes later I was told ( in broken english ) that they had no record. She had no suggestions and insisted I should have a shipping number. HOW STUPID ! It was never shipped, why would I have a shipping number ?
Like many others on this site I suspect AEROPLAN IS A FRAUD. and all Companies involved are a party to this Fraud over and over again. Someone is getting this money.
I will keep posting to this site as things proceed.

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2:49 am EDT
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Air Canada - rude customer service

First off I would like to suggest that Air Canada hire more people to answer the phone lines as the wait times are seriously ridiculous. I waited literally an hour on the phone to speak to someone about passport information matching ticket (something you need to get accurate obviously or they hassle you when you arrive to obtain your boarding ticket...

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10:15 am EDT
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Air Canada baggage handling

The complaint forms are so complicated that they're impossible to navigate. I want to complain about the handling of my baggage on an Air Canada flight from Vancouver to Heathrow. I'd also like to know why your meals can't be as good as Rossiya's; one doesn't normally hold up Russian services as exemplars of good practice !
David Powell-Evans
16 Devas Road, London SW20 8PD
[protected]@blueyonder.co.uk

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David Burkes
Richmond Hill, CA
Feb 20, 2013 7:17 pm EST
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Air Canada is dreadful in the follow up of lost luggage. My bag was missing or 3 days and it was impossible to contact them and once contact was made they could provide no answers as to the whereabouts of my bag . surely they could do better. I travelled from Vancouver to Los cabos Mexico. My bag went from Vancouver to Victoria to San Francisco finally to. Los cabos. The latter 2via United. It is time or Air Canada to be more accountable

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3:04 pm EDT
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Air Canada baggage delayed lost

Air Canada devalues its customers. That is the message I received loud and clear from my experience with them and will definitely avoid flying Air Canada at all costs. My luggage did not make a tight connecting flight from Montreal to Toronto on May 7, 2011 - please note the flight connections package is part of an Air Canada vacations package ... what is that about?. I needed the contents for another trip within 36 hours. This simple request for the urgent return of my bag, as required contents for this next trip, was a nightmare I would not wish upon anyone. Was initially told I would get it the next morning, that became, evening, which then became unknown. Air Canada's lost delayed baggage service reflects a system of very low accountability to the customer and involves a frustrating loop of telephone calls like some kind of repeat nightmare = very very poor quality control, poor efficiency for the customer and horrible customer care. Air Canada’s practice is based on outsourcing its lost/delayed baggage service to a call centre in India - and agents in India claim Air Canada is their only customer that does not allow for phone access they are only to communicate with them via electronic mail - really what is that about? As a customer you are dealing with a different agent each time you call, they give you standard speak, repeat information you already have and it seems actually lie to you about what they have done up to and including claims that they will call you back and never do. It took relentless calling and loss of patience over a 24 hour period before receiving anything remotely close to a confirmation that my bag would be delivered to me just before I left for my next flight. Tips for future travelers in the same situation: immediately ask to speak with a supervisor, ask to be placed on hold for said supervisor to do what they claim needs to be done i.e. contact Air Canada onsite manager. Do not waste your time with the agents who answer the phone, they really have very limited abilities and will only increase your frustration. Key words: priority, emergency need. If I did not require the contents and bag itself for immediate travel - a wait for its return would not be an issue. Again, Air Canada's policies and procedures message lack of customer care ...ha ha sucker...you are truly devalued but we will smile and tell you how much we really care about you...yeah right.

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3:23 pm EDT
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Air Canada lost luggage

Air Canada lost my luggage on flight from Toronto to Boston on April 19, 2011. Their luggage claim person in Boston was professional and took the claim quickly. Since then it is nightmare, their web site shows no update. The call center is answered in India by clueless people. When you ask for a manager they say a manager will call back but no one ever calls back. It is obvious the company just does not care, they will never have my business in the future.

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W. Kevin Hunneybell
Charleston, US
Apr 21, 2011 12:30 am EDT
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Sad to lose faith. Your luggage has to be somewhere. I hope they return your call and do their job.

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4:16 pm EDT
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Air Canada possible food poisoning

We were served a meal and a snack on AC 865 from London to Montreal on April 5, 2011. When we arrived at Montreal, both my wife and I felt ill, and had serious stomach cramps all night. We suspect that the hot meal or the snack (a ‘wrap’) were the culprit. We urge other passangers on that flight, who experienced similar symptoms to contact Air Canada immediately.

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InfectedMoon45
, US
Nov 28, 2016 4:07 pm EST

I also had a similar issue. I was on a plane from Toronto (YYZ) to Chicago O'Hare (ORD). I decided to order a Chicken Wrap from the Air Canada al a carte menu. However, my chicken wrap was completely different than what was on the menu. Instead of ranch or blue cheese, the sauce in the wrap was Tobasco for no reason. Also, the wrap was borrowed from an Air Canada Rouge plane for no reason (and my wrap came with Air Canada Rouge napkins). When I visited my doctor today, I realized that I got food poisoning from the food. Also, I was charged $450 for a round-trip flight between Chicago O'Hare & Toronto Pearson, so I'm not flying Air Canada ever again.

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slapnuts69
Inuvik, CA
May 12, 2011 6:21 pm EDT

Just the thought of flying Air Canada, gives me the ###.

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2:11 pm EDT
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Air Canada changing flight dates without prior notice

BEWARE! Never book a flight with Air Canada - they have fine print which allows them the right to inconvenience you by cancelling the flight that you have confirmation for and paid for many months in advance. And they have the audacity to tell you that you agreed to this even though you have never ever been shown the fine print. They will not pay for your hotel because it is your problem (according to them) that you are now being shipped to your destination a whole day before your tour begins. They do not care that you now have to take an extra day off - because that again is your problem. The WORST customer service managers, agents, airlines. Of course the employees are going to be about as good as the airlines. NEVER EVER SUPPORT AIR CANADA.

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5:08 am EST
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Air Canada stranded on christmas day

We made the mistake of travelling with Air Canada on Christmas Day from Uk arriving approx 17.30...catalogue of errors! Air Canada lost our bags which made us miss our transfer arriving at Hotel at 23.00 missed Christmas Day with our son who was waiting at the hotel for a meal with his parents. Just received reply from Air Canada which addressed only the delay of our return flight - yes - due to the bad weather we were delayed 3 days going home. Air Canada staff at Kelowna were awful and we were left on our own at the airport without cash, food or offers of any support. The reply from Air Canada only reinforces their appalling customer service. My son who is now based there will not use Air Canada again and neither will we. Advice to other travellers AVOID AIR CANADA AT ALL COSTS!

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10:19 am EST
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Air Canada penalty charges

My reservation code is PMZK4M... I had recently done a change in schedule time in one of my fligts, leaving the 14th of February from Toronto to Winnipeg. I had call a toll free number in mexico, they did the changes and told me to cancel $80 at the local Air Canada office in Caracas, I´m traveling with an infant who does not pay for a ticket, so at the 0800 number the told me he does not pay the penalty, but when i arrive to the Air Canada office in Caracas they charge me full price for my infant, who does not have a sit. This is very inconvinient if i would have the correct information in the first place i would not have done the change, plus just yesterday i get phone call that my flight has also being moved up day. I have being on the phone with the two agencies in mexico and caracas and none is giving me a starightanswer. This is ery frustrating.So if i could please get a call back my phone number is [protected] or a reply to my email [protected]@hotmail.com. I¨m also planning to buy a ticket this afternoon for my boyfriend to fly with you guys, but i´d like this solve before i can go ahead and do so. I travel at least once ayear with your Airline. Thank you Marta Muller

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Air Canada the worst outfit disgracing our skies

I thought KLM is one of the worst outfits gracing our skies (well, I am excluding US airlines, of course), but I have since discovered that AIR CANADA is by far the worst outfit disgracing our skies. It is basically a very much incompetently run outfit with no concern for its customers. Its customer complaints people churn out message after message generating platitudes explaining why its failings are 'acts of god', 'bad weather', 'name your preferred excuse of the day'.

I failed a few weeks back to get to Hong Kong because 'weather' supposedly prevented my flight to Hong Kong from leaving. It goes without saying, plenty of flights left my airport, despite the 'weather', but hey, AIR CANADA's excuse generating software is routinely up for some unintelligible explanation or other. According to its excuse generating software (presumably sent from an overseas based excuse generating computer) 'bad weather' permitted flights to leave at 6 am, and at 8 am, but the very same bad weather prevented the 7 am flight from leaving. I live in Kingston, it's a small airport and really only one type of small commuter plane from AIR CANADA stops by here. It goes without saying that their explanation is utter [censored] (utter [censored] is a short for 'AIR CANADA customer disservice department's unintelligible explanation').

A friend tried to leave on AIR CANADA for an overseas trip two days ago. The weather was actually really bad, and one would have expected the flight to be canceled. AIR CANADA operates another dysfunctional 'service', one in theory at least informing people (NOT) about flight cancellations. So, he calls em up and asks whether his flight is still scheduled to fly out that day. Dutifully AIR CANADA 'informs' him that his flight is on time and that he should go to the airport. Upon arrival there he's told that there were NO flights that day, due to the bad weather. So, he had to scramble last minute to catch a train to Toronto's airport to fly from there. Reimbursement for the flight not operated? Reimbursement for unnecessary taxi fares to the aiport based on AIR CANADA's advice (ie we are flying)? Of course not. The only thing AIR CANADA is truly good at is a prompt response saying 'weather related' or 'act of god' (the airline's standard response should, of course, be: 'due to our incompetence'). So, my friend got an 'act of god' response in lieu of an explanation for why the airline dragged him to the airport when it hadn't operated a single flight from that airport on that day.

On another flight to the Caribbean that I mistakenly booked on AIR CANADA they expected me to purchase meals (in coach class), even though the flight was about five hours long. Surely there should be some limitations on corporate greed...

My advice, avoid booking AIR CANADA at all cost. I won't be boarding its planes again. My idea about boycotting particularly bad airlines is to boycott them for a period of, say, five years, hoping that either they'll be bankrupt by then and out of business, or replaced by a more competently run operator, or that they'd have improved their operations to such an extent that they'd be given another chance. So, AIR CANADA, come January 01, 2012 I might reconsider you. Hopefully though, there is an alternative carrier available to me by then.

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Air Canada burnt on flight and staff did no care

I am incredibly shocked at the treatment and deaf ears that I have encountered when reporting the incident that happened to me on flight AC 848 on Oct 2nd, 2009 from Toronto - YYZ to Heathrow, London. I am currently writing up my full statement of this appalling incident and response by your staff both in-flight crew and on the ground in London.
I have been traveling with Air Canada since I was a child and to be treated with such treatment which is borderline if not directly prejudice, disgusting, unprofessional and permanently damaging and emotionally hurtful. I was totally uncared for during the unbelievable shocking incident. The flight attendant who poured the coffee did absolutely nothing!
The woman sitting in front of me turned around to grab her pillow that came through the seat onto my feet and knocked my tray right up spilling my coffee all over my lap and crotch to be exact. The flight attendant gave me a little square napkin as I sat there in pain biting my tongue from the burning coffee. She was way more attentive to the woman (white middle aged) than I who was sitting wet with hot coffee all over me. She never returned to ask if I was okay the rest of the flight as I sat next to a VP from RIM whom was embarrassed and felt sorry for me and asked if I was ok.
There was clearly a colour issue here which I never have experienced so blatantly in my life. I am a young black male that works abroad as a government communications advisor in the GCC – Gulf region. I truly believe my lack of attention to my incident and burn was based on negative biased face value by your staff in-flight and on the ground. I did not matter to them even though I was extremely polite and did my best to calmly and clearly bring this incident forward to be attended to.
When I brought it to flight director’s attention after sitting in the wet coffee drenched seat the entire rest of the flight, nothing was done and also ground personal in customer service in Heathrow (Russell) nothing was done. No note or no report. I did however receive to strips of paper of customer service contact info by Russell (Heathrow AC Customer Service) who honestly was bewildered and shocked no one on flight had made any report or given me any attentive service or instructions of who to contact.
In my return flight (Oct 17th 869 – Heathrow to YYZ) the check in agent – was extremely snappy and was not helpful but gave me a customer service card and asked I speak to a supervisor at the gate. The ground gate supervisor whom I approached and tried to explain snapped at me in front of other passengers when I was explaining the incident and refused to give me her name and turned badge around and told me to sit down aggressively and boldly like I was a second class citizen or child. I did ask for an upgrade on the return due to the incident and discomfort I was feeling from the rash like developments from the burn.
I was on an intensive schedule of meetings, interviews and film festival conference (MEIFF) and I could not have altered this schedule based on what occurred during my flight to London. I tried my best to take care of the burn while in my travels that took me to London, Bahrain, Abu Dhabi and Dubai and then return on the 17th. The Supervisor in London Heathrow was the last straw who balked at me because there was nothing in her system on the incident and pretty much blamed me for being a bother. It was so humiliating telling her about the burn and irritation on my crotch in front of other passengers in line to have her to have her react so rough and terribly aggressive.
I sat and took notes and watched her demeanor with other passengers of different colour and creed. I might say that I honestly never wished I was a middle aged white woman or a white male in a suit or even slacks and shirt until then. This was the last straw for me with this really clear and needed to be brought to your attention matter! Your staff needs to be trained on racial issues and biases and I am not going to stop until this matter gets addressed clearly and timely. You’re an airline of this country, which has remarkably people of multiple beautiful origins and races and your teams need to be sensitive and not approach people based on their colour, age, class or even sexuality. This was a gross misconduct of service and obvious bias in treatment
To make it worse I have had to see a doctor on my burn and currently having to apply cream to my crotch area. I am going to see another doctor for a second opinion on the discomfort I am feeling by my scrotum.
During my 16 day trip it was uncomfortable to walk at times, to cross my legs and to even participate in any sociable opportunity such as dancing. I am very disgusted by this and I am now seeking your immediate attention, further discussion and handling of this matter.

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ZHK
Vancouver, CA
Nov 22, 2010 6:22 am EST

As a too-frequent AC traveller, I can assure you that the AC employees who were so rude to you are not doing so because they are racist. They are merely following the AC motto that they say to themselves every day on their way to work: "We're not happy until the customer is not happy!"

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Air Canada poor service with lost luggage

To whom it may concern,

I am contacting you with regards to the poor and careless service recieved by your staff when dealing with my lost luggage.

On the first of September I arrived at Montreal only to find my luggage did not arrive. Upon enquiring with the baggage office at the airport I was told that my luggage is on a different flight and they would deliver them later that night. I filled in a form as requested and waited for my luggage to arrive. Later that night, having recieved no news from Air Canada, I contacted the airport and was told no luggage of mine arrived.

For the next five days I have been phoning multiple times a day to the airport in Bagotville (my final destination), the Central Baggage Office in India and the airport of Montreal. I have never gotten a clear, precise or honest answer on either the state or location of my lost luggage. I have been told "It will arrive on tonight's flight" and even given the time of arrival, only to phone the airport and have them tell me it hasn't arrived. This happened several times. At the same time I've been told by others that the luggage has not been found yet it will arrive soon. Again, just yesterday, I have been told that the luggage was spotted in Johannesburg (part of my itenary) and will be arriving on the next flight. Today I'm told that you are still searching for the luggage and don't know where it is.

How can I be told the luggage is arriving, specifying the flight and arrival time, when it never arrives and is still lost? How can I be told the location of the luggage one day, stating it will arrive, and the next day be told that the whereabouts are unknown? These are contradictory statements and either there are some employees lying, are refusing to tell the truth or are simply imcompetent. How can a company like Air Canada lie to their clients?

I have even politely asked for a phone number to Air Canada at Montreal to be able to get an honest answer yet have been told that there is absolutely no way for me to contact the staff at the airport! I had to go through the reservations services where I was given a number to contact. Why do I have to go around searching for a number and phoning various sections of your company to get a phone number?

For Air Canada it might be just another case of lost luggage but to my this is a disruption of my work! I have important files and books in that luggage that are halting the progression of my work here. Everyday up till now I have been at home when I was told my luggage is arriving at a specific time, only to have my time wasted when it does not arrive. I have had to cancel meetings and miss classes in order to wait at home. Is your staff instructed to treat customers as paperwork and not paying loyal clients?

Up untill today I have been polite and patient but now I am tired of being insulted by these lies and ignored. All I want is to have a honest answer and that Air Canada take the search for my luggage seriously! When asking if my luggage is found I should ONLY get a yes or no answer. Not both! When asking to talk to a superior I should be transfered or given the phone number immidiately! It seems to me that, for Air Canada, treating client with respect and courtoisy is not part of the policy of the company.

I am very disappointed in Air Canada and always thought that flying with an established "prime" airline carrying the country's name, even if it costs more, meant that the service would top notch and clients would be treated as such. Clearly I was wrong about Air Canada.

I did keep a list of people I spoke to:
From Central Baggage Office: Luke, Gil, Sylvie and Emily.
From Bagotville Airport: Nicolas, the others I did not note down.
From Montreal Airport: Joanne (the only helpful staff member) and another whos name I did not get.

I sincerely hope these situations are dealt with quickly and effeciently.
Mr Xavier Balayer

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Sevgi
Cambridge, US
Apr 20, 2011 3:27 pm EDT
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I have the same complaint about Air canada. they just dont care

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Air Canada terrible customer service

The day from h**l started when we checked in for our 10:45am flight at 8am, even though the flight was already delayed the agent checking us in didn't tell us when we checked in. There were very few people at the gate but just though maybe the flight wasn't full, when we got up at 10am to go to the bathroom we finally find out from another couple looking at the board that our flight is delayed an hour. This is 15 mintues before what our boarding time would have been if the flight was on time... NO ONE FROM AIRCANADA is at the gate yet to tell anyone anything. We come back at 11am, and surprise there is still NO ONE from aircanada AND the flight is delayed by another hour. Finally at 1 pm someone shows up, they show no concern or care that half of the passangers have or are going to miss their flights and all they give you is a lousy $10 meal voucher. We finally get on the plane and it has to pull back in for maintenance check delaying us another hour. We finally arrive in San Fran and we've missed our connection. The agents there book on a different connection in which we will have to take another flight in the morning to get to our finaly destination. When we arrive we are suppose to be greated by an Air Canada rep and to no surprise there is NO ONE THERE. We get a hotel and have to PAY FOR IT and reimburse it later. So what should have been a 12 hour trip took us 31 hours! We submit a complaint about this and all we get for our $900 flight tickets EACH is a$100 credit vouchers... I dont' know what they want me to do with that - I have no plans of EVER flying with AIR CANADA again it didn't even cover our taxes. DO NOT FLY WITH AIR CANADA.

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Lowell Hall
Toronto, CA
Nov 02, 2009 6:09 pm EST

I will never travel with Air Canada again either.

I am incredibly shocked at the treatment and deaf ears that I have encountered when reporting the incident that happened to me on flight AC 848 on Oct 2nd, 2009 from Toronto - YYZ to Heathrow, London. I am currently writing up my full statement of this appalling incident and response by your staff both in-flight crew and on the ground in London.
I have been traveling with Air Canada since I was a child and to be treated with such treatment which is borderline if not directly prejudice, disgusting, unprofessional and permanently damaging and emotionally hurtful. I was totally uncared for during the unbelievable shocking incident. The flight attendant who poured the coffee did absolutely nothing!
The woman sitting in front of me turned around to grab her pillow that came through the seat onto my feet and knocked my tray right up spilling my coffee all over my lap and crotch to be exact. The flight attendant gave me a little square napkin as I sat there in pain biting my tongue from the burning coffee. She was way more attentive to the woman (white middle aged) than I who was sitting wet with hot coffee all over me. She never returned to ask if I was okay the rest of the flight as I sat next to a VP from RIM whom was embarrassed and felt sorry for me and asked if I was ok.
There was clearly a colour issue here which I never have experienced so blatantly in my life. I am a young black male that works abroad as a government communications advisor in the GCC – Gulf region. I truly believe my lack of attention to my incident and burn was based on negative biased face value by your staff in-flight and on the ground. I did not matter to them even though I was extremely polite and did my best to calmly and clearly bring this incident forward to be attended to.
When I brought it to flight director’s attention after sitting in the wet coffee drenched seat the entire rest of the flight, nothing was done and also ground personal in customer service in Heathrow (Russell) nothing was done. No note or no report. I did however receive to strips of paper of customer service contact info by Russell (Heathrow AC Customer Service) who honestly was bewildered and shocked no one on flight had made any report or given me any attentive service or instructions of who to contact.
In my return flight (Oct 17th 869 – Heathrow to YYZ) the check in agent – was extremely snappy and was not helpful but gave me a customer service card and asked I speak to a supervisor at the gate. The ground gate supervisor whom I approached and tried to explain snapped at me in front of other passengers when I was explaining the incident and refused to give me her name and turned badge around and told me to sit down aggressively and boldly like I was a second class citizen or child. I did ask for an upgrade on the return due to the incident and discomfort I was feeling from the rash like developments from the burn.
I was on an intensive schedule of meetings, interviews and film festival conference (MEIFF) and I could not have altered this schedule based on what occurred during my flight to London. I tried my best to take care of the burn while in my travels that took me to London, Bahrain, Abu Dhabi and Dubai and then return on the 17th. The Supervisor in London Heathrow was the last straw who balked at me because there was nothing in her system on the incident and pretty much blamed me for being a bother. It was so humiliating telling her about the burn and irritation on my crotch in front of other passengers in line to have her to have her react so rough and terribly aggressive.
I sat and took notes and watched her demeanor with other passengers of different colour and creed. I might say that I honestly never wished I was a middle aged white woman or a white male in a suit or even slacks and shirt until then. This was the last straw for me with this really clear and needed to be brought to your attention matter! Your staff needs to be trained on racial issues and biases and I am not going to stop until this matter gets addressed clearly and timely. You’re an airline of this country, which has remarkably people of multiple beautiful origins and races and your teams need to be sensitive and not approach people based on their colour, age, class or even sexuality. This was a gross misconduct of service and obvious bias in treatment
To make it worse I have had to see a doctor on my burn and currently having to apply cream to my crotch area. I am going to see another doctor for a second opinion on the discomfort I am feeling by my scrotum.
During my 16 day trip it was uncomfortable to walk at times, to cross my legs and to even participate in any sociable opportunity such as dancing. I am very disgusted by this and I am now seeking your immediate attention, further discussion and handling of this matter.

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9:36 am EDT
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Air Canada customer service

Air Canada sold me a ticket for myself and my dog to fly and when I tried to board the plane the next day, I was informed I couldn't bring my dog because of a ban. The ticket clearly stated there was an animal for cargo and that I had paid for it. They refunded my money but it put me in a difficult situation. I wrote them an email to let them know there should be some message on there computer that lets them know there is a ban on animals when someone tries to purchase a ticket but I never received any acknowledgement at all. I will never fly Air Canada again. They wasted my time and money.

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4:40 pm EDT
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Air Canada fuel surcharge

In February 2009 I booked return travel with Air Canada from Kamloops to Sydney Australia. Air Canada continues to have a fuel surcharge on international flights. Since booking and paying for my ticket the fuel surcharge has been reduced on the Sydney flight. I contacted Air Canada to discuss a refund, they explained that they do not refund changes in fares. I understand and agree with this policy. The fuel surcharge however is separate from the fare (it even shows this on the Air Canada receipt) and is intended to offset increased fuel cost. I am paying for fuel that will be used during my travel. Since the trip has not yet occured and the fuel surcharge is now lower (reduced from $320 - 230) is seems resonable that the difference would be refunded.

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Reviewer48895
,
Feb 08, 2016 9:41 pm EST

just did a random search for Bus Class Ottawa to Saskatoon. This is one of the results posted ... via Halifax. I think they do it on purpose.

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Thomas ONeill
, MX
Jun 23, 2015 4:35 pm EDT

Air Canada is a very dishonest company and will soon be sued for FRAUD. Double Billing me and lying to the bank about the transaction and me...I HAVE PROOF...BEWARE OF AIR CANADA, AGAIN VERY DISHONEST COMPANY

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Michael
,
Sep 20, 2008 12:02 pm EDT

On Sep13, 2008, I booked two round-trip Air Canada filght tickets which are Vancouver--Toronto Oct 10--Oct18, 2008 . On Sept. 18, 2008, Air Canada announced that in response to decreasing fuel prices the airline is incorporating fuel surcharges into its advertised base fares on North American flights. However, Air Canada refused to return fuel surcharges $189 to me.

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Steve
,
Oct 30, 2008 8:52 pm EDT

Below is the letter that we sent to Air Canada...they have not replied and I don't think they will...by the way, we've called but they wouldn't put us through to anyone of importance to discuss the issue:

2 tickets for London are $2401.76 from April 12-May 6. We have a credit of $2300.00 and we are aware that we have to pay $80.00 per person for changing reservation as a penalty and $100.00 for both of us as a difference in price, which is a total of $260.00. Your agents are saying that we have to pay additional $600.00 per person, which is half of the price for airfare, to compensate for fuel surcharges and some other charges. My way of thinking is, if you have $2300.00 of our money as a credit, why would you keep $470.00 of our money per person (where did that money disappear?) and charge us additional $600.00 per person, calling it fuel surcharges nowadays and you didn't have it before, when we canceled trip to Mexico in July. If it would help, I can send you screen shots of our canceled ticket with the price break down and the screen shot of the fair that we wish to book.

What next? Good luck to us all.

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Paul Silke
,
Dec 02, 2008 10:49 am EST

December 1 2008 - Fuel prices at a multiyear low. However, Air Canada still have a $320.00 fuel surcharge to London England!

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chotto
Victoria, CA
May 18, 2009 1:34 pm EDT

I am in the exact same situation. I booked my return flight for 3 of us from Victoria BC to Nagoya Japan for July back in January to secure good connection. I paid $475.00 each for fuel surcharge. Now it is only $85.00 per passenger. difference is $390.00 x 3. I called them and ask for adjustment but hteir answer was "No, it is non-refundable fee." I am not asking to adjust ticket base fare which is cheaper as they put seat sale on now. I think it is not reasonable on my side but taz and fees that made difference between now and then especially I ahven't taken the flight yet should be refunded. I am very frustlated with this situation. The same thing happened with Westjet last year and they refunded the fuel surcharge with no question. Air Canada really have to start thinking about how to retain customers keeps coming back to them. I too feel that this is so unreasonable that they don't refund us this portion that they don't have to charge now.

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Brahim Kilani
south porcupine, CA
Mar 09, 2009 9:36 am EDT
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In my previous post I ment they are scamming us and taking our money with our eyes open,
Share on you Air Canada, we like your service and we understood when the gas prices went up but now it should at least be slightly adjusted, Steven Harper, where are you in this or are you taking our tax money yourself too, what a mess, People speack up please! every voice matters, , ,

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Brahim Kilani
south porcupine, CA
Mar 09, 2009 9:33 am EDT
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I dont understand this at all myself, these big Coorporations are stealing money from us with our eyes closed, where are you steven Harper, How are you helping, this Air Canada fuel surcharge issue should be adressed to Steven Harper directly, its a huge scaaaaaaaaaaaaaaaaaaaam.
Brahim Kilani, Ontario Canada.

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john
, CA
Feb 01, 2009 1:39 pm EST

When will Air Canada get it that what people really dislike not knowing what the real price is going to be before clicking any further buttons. Advertising a flight for $524 that ends up totalling $916 is just plain stupid. Fuel surcharge? Does that mean that the aircraft was going to fly without any fuel before donating my surcharge?

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Airport_Insider
Vancouver, CA
Jan 18, 2009 8:20 am EST
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Yeah they're not in the business of getting rid of it though they will start to incorporate it into the price because their "smart" marketing department feels that consumers don't mind paying for it as long as they don't see it on the bill.

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5:51 am EST
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Air Canada rip off

I travel frequently with Air Canada. At least two or three times a month earlier this year I was traveling on a puddle jumper and as always, bring my briefcase with me on board the cabin. This particular day, the steward told me that I had to check my bag as it would not fit in the overhead compartment or under the seat. I told him that I could not as it was all electronics, he proceeded to assure me that sky Cap would take very good care of my electronics. after about five minutes of arguing with them. I gave in and gave him my briefcase. I did not notice any electronics missing until I got to my meeting the next morning. I was missing an iPod, voice recognition dictating software headset, my web cam, digital camera were all missing. I immediately contacted Air Canada at the airport where a landed and informed him that I had several pieces of electronics missing. Given the flight number and everything that I felt was pertinent to getting my electronics back. I felt confident the facts there was only one person to handle the sky check, Air Canada could easily figure out who that was and get my electronics back. When I came back to the same airport to fly out again. I spoke to air Canada Representative again and received a written confirmation of the report I had filed and I felt confidence and reassured that I would either get my electronics back or I would be compensated for my loss... after four months of communicating with Air Canada. Air Canada would purposely transfer me to all different departments. Just a semi through hoops. Air Canada asking me to fill out these reports over and over again and asking for receipts of all the equipment and making me jump through hoops time and time again. After all that. Then they inform me that they company policy is not to ensure or be responsible for electronics, When they are checked in.
In other words. They can steal all the electronics they want, and the company will never be held responsible. I don't even think they even investigated.

I am positive that their purpose was to stall me as long as possible and to put enough hoops and barriers in front of me that eventually I would give up. and at that point they wouldn't have to reimburse me or do anything. Not even investigates their employees. if Air Canada employees feel they will not be investigated. It's as much as encouraging them to steal.

Do not check any electronics or any valuable items with Air Canada, or Any airline.

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Willie
, CA
Jan 21, 2009 8:58 pm EST
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I had the same thing happen to me, electronics stolen from luggage, they even cut the seals on the zipper, then had the gall to say that they need to open the suitcase

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Airport_Insider
Vancouver, CA
Jan 18, 2009 8:17 am EST
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I will comment on two things regarding the initial story and the comment after:

A) Checking in electronics is for the majority of times safe with Air Canada, you should do this with your suitcase and brief case. The airline does really do enough to take care of passenger's property as being an airport employee for YVR I've driven past suitcases just sitting on the buggy in the rain. As for your electronics, if they're important then you should launch a complaint with your local police, and even to that fact if they're worth then go through a lawyer. Air Canada hates bad publicity and theft for them isn't a rare thing, it has been in the news as many of their employees are selfish, greedy, and lazy people that feel entitled.

B) As for your camera, you can also do them same as Air Canada has a sheet of crew peolple that cleaned that plane, and if enough pressure is exerted they will find out who it was through the crew leader who to save their job will turn in who it was that took the camera. Trust me I've seen people board these plans that shouldn't be on there just scanning for things that they can take home.

All of that being said the majority of employees are Air Canada are honest hardworking people, but there are always a few bad apples, and this is common in all work places and it's unfortunate that you two had to be the victims of this. Air Canada has some of the worst customer service, that's what you get when you have the CAW running your phone lines, rude employees who don't care because they're unionized.

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Robert Hughes
Victoria, CA
Jan 13, 2009 10:04 pm EST

Nothing seems to have changed at Air Canada. Returning from Europe a couple of years ago. We left our digital camera on the aircraft seat with over 400 digital holiday pictures after landing in Calgary. We were last ones off the aircraft and the cleanup crew were waiting to board the aircraft. We went directly to the Air canada counter to report our loss feeling they could send someone to the plane and get it. That never happened. The camera was never found. You can guess who had the best chance of stealing that camera.

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5:43 pm EDT

Air Canada points taken away

Like many others I had over 100, 000 points stolen from me by Air Canada due to inactivity on my account. Thank goodness I had redemmed about 250, 000 points about a year before that or I would call it grand larceny.

As you can imagine with 350, 000 I did a bit of travelling over the years and tried to stay loyal to Air Canada to rack up my points. I had a couple of years of relative flight inactivity due to changed job responsibilities which is why I went inactive, but I have been flying again for a year now and avoid Air Canada like the plague but a couple times there was no avoiding it so they got my business grudgingly.

Once in a while I go on-line looking for a class action lawsuit to join which lead me to this post so if anyone else knows of one please let me know ([protected]@shaw.ca).

Air Canada if you read the complaints, I want my points back. I cannot believe your executive team thinks it is a long term winning strategy to rip off your most loyal customers. The more loyal we have been, the more you have been able to take. I cant think of anyone other than Robin Hood who made a good name for themselves by stealing, or perhaps Robin works for you now so you felt justified?

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unhappykelly
North Vancouver, CA
Jun 28, 2010 9:53 pm EDT
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If you want to sign up for this class action suite you can do so online at:
http://www.merchantlaw.com/classactions/aeroplan.php
These thieves must be stopped. I lost 40, 000 points today, and only noticed when expecting to book a trip to Mexico for a family wedding, after years of saving points through business travel. Down with Areoplan! I will actively post everyone so you can all get involved also.

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9:27 pm EDT

Air Canada terrible service

I arrived well over two hours early for return flight from Toronto to LAX and checked in. Despite having chosen a seat during my internet ticket purchase, no seat assignment was printed on my boarding pass. Ticketing and luggage matters were handled smoothly initially. Well before boarding commenced I lined up to receive seat assignment, but the single agent handling all pre-boarding matters was so busy with phone calls, etc., he required 40 minutes to service only the 8-10 passengers ahead of me. Consequently I was only assigned a seat at the very last minute-after standing unnecessarily in line-and boarded. I received a window seat but needed an aisle seat since I must use the toilet frequently.

During the flight an attendant handed me a message stating that my luggage was not aboard the flight.

1. The boarding agent did not call for assistance, thus not only delaying the flight's departure, but the flight attendant then lied about the reason for delay in his PA announcement upon takeoff.

2. The boarding agent had every reason to know that the luggage of last minute boarders would not be loaded, since security requires that flier must be boarded-or at least have a seat assignment- before his luggage will be loaded.

3. Since the boarding agent was so far behind, many other passengers had their luggage withheld, yet no steps were taken to augment the sole clerk at the lost baggage office at LAX, thus increasing delays for passengers since registering a lost bag is a fairly lengthy process.

4. The in flight video was screwed up from the beginning but it took the crew 30+ minutes to realize it and initiate a lengthy re-boot. When AC's video is not functioning it is maddening to deal with, since there is not indication that it is mis-booted. It simply acts as if it should work, but doesn't.

5. Only 5 minutes before boarding the agent announced that the purser was not given change for on board purchases. At this point it would have been impossible for passengers to race 100 meters to attempt to get change. It was simply idiotic.

6. Please send me proof that these obvious, structural deficiencies have been corrected... i.e., that I am not wasting my time writing to you.

Thank you.

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Geronimo
, CA
Jan 18, 2010 8:33 pm EST

You are wasting your time. Air Canada like so many airlines has become a bus company. Unfortunately their employees harbour disillusions that they are somehow professionals who deserve to be obeyed and respected. All the while not showing the same courtesy to the travelers who pay their salary.

Unfortunately they have no standards to live up to as the entire industry is just as arrogant and inefficient.

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?

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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.

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