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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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Air Canada reviews & complaints 609

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J
6:56 pm EST

Air Canada cannot get through to an agent and cannot log on to the web site

I have been calling Air Canada for four consecutive days with a total of over eight hours on hold. I have had a "live" person answer twice only to tell me that they are transferring me to an agent that could help me. My call has been repeatedly cut off between the one hour and thirty minute mark and one hour and one hour and forty-five minute mark. When I try to log into the Air Canada web site I get the error "Ooops looks like we are not running at 100%, continue as a guest or retry". Chat AI is useless. I need help with an existing reservation. I have no idea what to do. Please help if you can. My number is [protected]. Thank you Miriam Fitchett email: [protected]@gmail.com

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3:20 pm EST
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Air Canada Refund

I have never received my refund for CAS-3354945-T7Z5V1. The last correspondence I have from Air Canada was dated Nov. 1, 2021 in which it stated "We want to let you know that we're still processing refunds for customers with tickets issued during our COVID-19 goodwill period." I have replied to the email that I received on 4 different occasions and no one ever replies. Please help me resolve this open case from cancelled flights in March 2020. I have tried the 1-888 numbers but they keep disconnecting after waiting for quite some time

Gary and Carol Towers

Desired outcome: Resolve this refund

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11:10 am EST
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Air Canada Air Canada failure to cover Hotel accomodation when I was stranded due to their planes Mechanical Issues

--PRIMARY CONTACT INFORMATION--
Email Address: [protected]@vcs-inet.net
Title: Mr.
First Name: David
Last Name: Bailey
Street Address: 815 1st Ave West
City: Prince Rupert
Province/State: BC
Postal/Zip Code: V8J 1B3
Country: Canada

Primary Phone: [protected]
Alternate Phone:
Aeroplan Number:
Air Canada or Star Alliance Tier Status:

Type: Complaint -- Flight delay or cancellation (General Request) --

--FLIGHT INFORMATION--
Flight Number: 233
Flight Date: 2021/12/29
Departure City: YEG Edmonton Intl
Arrival City: YVR Vancouver Intl
Ticket Number: [protected]

--MESSAGE--
Subject: My Hotel Accommodation Costs (2 Nights) - Refund of Costs by Air Canada
Message: Good day to whom it may concern;

I am writing to you along with a copy of my Hotel Invoice as per the advice given to me by Air Canada Manager(s) (2 of them) at Vancouver Airport on Wednesday 29th December 2021.
The main Air Canada Manager that I spoke extensively with at Vancouver Airport not only suggested I write this letter to you but he stated that he had made extensive notes on my file relating to my 2 flights on Wednesday 29th December 2021 - Booking Reference Numbers 2L644L (Edmonton to Vancouver) and 2MWJS2 (Vancouver to Prince Rupert): so below is the Information/Details & Time Line to the Issues I incurred:-

On Wednesday 29th December I arrived at Edmonton Airport at 5:15am (MST/Alberta Time) to Check In for my 2 Flights (2L644L and 2MWJS2); I was unable to go to a Desk Agent counter as there was a very large line up (I expect a full flight to India checking in) so I went to the "Self Serve" Terminals.
I use 2 "Self Serve" Terminals; firstly to Check In for my Vancouver to Prince Rupert 2MWJS2 I tried 3 times but the terminal kept coming up with an "Error" message so I decided that I would Check In for that flight when I got to Vancouver as I had plenty of time to do so (in fact longer than Air Canada advised 90 minutes prior to flight time) and I successfully Checked In for my Edmonton to Vancouver 2L644L flight and proceeded to designated Gate 72.
I waited at the Gate for Departure but about 20 minutes prior to boarding time we had to switch Gate and move to Gate 56. Boarding went fine and On Time (my seat was 19A) so all was good at that time.

The Flight 2L644L was loaded and pushed back from Gate 56 absolutely bang on time i.e. 6.35am (MST/Alberta Time); once we had pushed back a few minutes later the Flight Deck announced "Captain Speaking" we currently have a MECHANICAL Issue and they were working remotely (via computer) with Toronto to fix the issue)
After about 20 minutes the Captain came on again to announce that they had NOT been able to remotely fix the Mechanical Issue and we would be returning to the Gate and local Mechanics would be coming onboard to try an fix the Issue.
Well eventually at 8.35am (MST/Alberta Time) the Captain announced that the Issue was fixed and we would be departing for Vancouver 2 hours late for which he apologized.
So to be ABSOLUTELY 100% clear the 2 hour delay was totally due to a MECHANICAL Issue and no case of weather issues.

Of course with the flight leaving Edmonton 2 hours late I was not going to be able to Check In for my Vancouver to Prince Rupert flight 2MWJS2 the 90 minutes before departure time - which I ABSOLUTELY could have done had the flight left Edmonton on time when it pushed back at 6.35am
The flight from Edmonton to Vancouver landed in Vancouver at 8.50am (PST/BC Time) which was actually 10 minutes before the Vancouver to Prince Rupert 2MWJS2 flight was due to depart. But any hope of a check in & run for the flight was wiped out because the flight from Edmonton sat on the Vancouver Tarmac (because had to wait on ground crew to move the plane from the Gate we were to disembark from) for another 15 minutes meaning the Edmonton flight finally disembarked at 9.10am (PST/BC Time) 10 minutes after the flight to Prince Rupert had departed.

Once again I want to make it ABSOLUTELY CLEAR that my missing of the Vancouver to Prince Rupert Flight (of which there is ONLY 1 a day!) was 100% due to the Edmonton to Vancouver AIR CANADA (233) flight having MECHANICAL Issue(s) and NO other reason!

Well upon landing in Vancouver I was directed to the Customer Services Desk between Gate C33 and Tim Hortons where I (& another person in the same situation as myself) spoke with an Air Canada Customer Service Agent who after an initial correction of the information she had (i.e. she had the delay was due to weather which we informed her was incorrect and she was able to confirm that). The Service Agent was helpful and booked me on to the next Prince Rupert Flight which was 9.00am (PST/BC Time) on the 30th December 2021 - One Day later.
I asked about Hotel accommodations as I had to stay for 1 day due to the Air Canada mechanical issues; she said she could not sort that out and I had to go and talk with Air Canada Managers at the Airport main concourse.

Well I went and spoke with the Air Canada Managers at the Vancouver Airport and as I have stated at the top of this email the Manager said he had made extensive explaining notes on my Booking References File - as to how NONE of the Issues were my fault or the fault of anything other than Air Canada mechanical issues with one of their planes.
But he said I would have to go to a Hotel (he did not recommend any specific one) for the night and pay for it and then send the Invoice to Air Canada Customer Services to request a Refund of the Hotel costs - Hence this email.

Now unfortunately to add to the above related issues/hassle - at aprox 6.15pm on Wednesday 29th December 2021 I receive a text & email from Air Canada telling me that my Thursday 30th December 2021 flight (AC 8087 ticket number [protected]) at 9.00am has been CANCELLED by Air Canada due to Staff Shortage (a result of COVID19) which of course meant I had to extend my Hotel stay until Friday 31st December 2021.
Text & email informed me that I was now booked on the 9.00am (PST/BC Time) flight to Prince Rupert on Friday 31st December 2021.

Well eventually I left Vancouver to Prince Rupert (that would have all happened on Wednesday 29th December 2021 had there NOT been a mechanical issue(s) with flight 233 from Edmonton to Vancouver) at 9.00am (PST/BC Time) on Friday 31st December 2021.

I have attached the Hotel Invoice for the 2 nights I was stuck in Vancouver (through no fault of mine) and respectfully request that you re-pay me the amount of the Hotel Invoice.

I look forward to your assistance & I look forward to hearing from you soon.
Sincere regards,
David Bailey.

Desired outcome: Ideally my Hotel Accommodation Invoice refunded by Air Canada as it was incurred due to their faulty airoplane

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Update by David Keith Bailey
Jan 07, 2022 11:16 am EST

So Air Canada say it is my fault that because their airplane had Mechanical Issues causing a 2 hours delay to my flight which meant that I missed my connecting flight.
I am therefore stuck in Vancouver due to their mechanical issues (for 2 days) I have to pay for my hotel accommodation as according to them they are not responsible.
They don't even offer any refund even though my situation was completely & 100% Air Canada fault and I was the innocent flyer who had to suffer (pay) for their problems.
Is this right?

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11:45 am EST

Air Canada Promised refund only partially given

To Air Canada,

I can appreciate this has been a trying time for you. But I would like an update on when I can expect the balance of my refund. On November 24 I received the email below with the case number:
CAS-3966273-K4H3R8

I also got 2 other identical emails with additional case numbers:

CAS-3966847-H7Y4Z2 and
CAS-3967929-V6B4D7 

Then on November 30 I got a "Refund Receipt" saying that $2000 was going to be returned to my original form of payment. Yesterday that was processed in three separate transactions totaling $2000.

But $2000 is NOT a full refund of my outstanding balance. Please see the attached printout from my American Express account. Here is the history:

On January 10, 2020 I purchased matching tickets for my wife Linda and me for $2, 079.39 each for an August 2020 R/T to Edinburgh.

On November 27 and 28 2020 (after earlier changing the two tickets from 2020 to 2021 due to Covid) I worked with your office to change my return to an open jaw from Dublin, rather than the original return from Edinburgh. As I also upgraded to business class for the return, I was charged a total of $782.90 for the upgrade/return change. Here is the notice you sent of my revised itinerary.

Please see the attached photo of the report from my American Express account showing all of the charges. Linda's ticket charges (including a November 27, 2020 seat upgrade) were a total of $2171.81 - which were fully refunded on November 28, 2020 and May 15, 2021.

My total charges on January 10, 2020, and November 27 and 28, 2020 amounted to $3, 126.13, of which only a total of $2, 301.64 has been refunded to date. (My charges are highlighted in orange on the report.)

Please advise when I may expect the final refund balance of $824.49.

Thank you,
Terry A Graske

On Nov 24, 2021, at 9:26 AM, Customer Care - Service Client wrote:



Dear valued customer,

Your request for refund to the original form of payment has been received. Please keep a record of your Case Number should you need to inquire about your refund request in the future.

Refund requests are being prioritized by flight date. You can start checking your status seven (7) days after the receipt of this email and find out which period is currently being handled by our Refund Team by visiting aircanada.com/contactus.

If a refund is processed, a receipt will be sent to the email address listed on the request form.

We thank you for your patience and understanding.

The Air Canada Refund Team
Your case number is: CAS-3966273-K4H3R8 

*
Terms and Conditions
Air Canada Travel Voucher/eCoupons

I can confirm that I have advised and received consent from all passengers on the itinerary that I would request a full refund of the Air Canada Travel Voucher/eCoupon to the original form of payment.
I give consent to Air Canada to disclose my name and email address to anyone who files a complaint with Air Canada about this refund, as long as: 1) they are a passenger on the itinerary; 2) they can demonstrate that the Air Canada Travel Voucher/eCoupon was transferred or sold to them; or 3) they own the original form of payment.
I confirm that I have not requested/received or accepted reimbursement or compensation for this booking from any third party, including an insurer, and agree that I am liable toward Air Canada for any funds received in this way.
I recognize and accept that:
Only the unused portion of my Air Canada Travel Voucher/eCoupon is eligible for a refund;
This refund request excludes any existing booking(s) for future travel purchased with my Air Canada Travel Voucher/eCoupon;
Confirmation of this refund request will be sent to the email address listed on the request form; and,
Air Canada's refund obligation is only to the holder of the original form of payment, and that the holder of the original form of payment is liable towards other passengers on the itinerary for any amount that may be owed to them in relation to this refund.
Only eCoupons received on or after February 1, 2020 and before April 13, 2021 in exchange for ticket value may be eligible for a refund. eCoupons issued for goodwill compensation are not eligible.
I confirm that either:
I have not transferred the Air Canada Travel Voucher/eCoupon to anyone; or
I am liable towards the person to whom the Air Canada Travel Voucher/eCoupon has been transferred to, for any amount in exchange for which the Air Canada Travel Voucher/eCoupon was transferred to them.

Desired outcome: I would like the balance of my full refund, please.

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1:12 am EST

Air Canada Request for refund

January 2, 2022

To Whom It May Concern
Air Canada

Frequent flier # is [protected]
Flight AC1130, January 2, 2022 (Kelowna - Toronto)
Seats: 2A (Olga Kanovich), 3A (Dmitri Kanovich), 3C (David Kanovich)

Dear Sir/Madam,

We are finally at home in Toronto - exhausted, frustrated and appalled by Air Canada's unsatisfactory service (having paid approx $10, 500+ for 3 Business Class tickets -!):

1. Check in - took 1, 5 hours (!) to check in 12 business class passengers, including 3 of us - the line up was out of control and no one was there to establish any sort of order ("Business Class/Priority" line was filled with anyone, who chose to use it)

2. In-flight Service - flight attendants were unfriendly, unwelcoming and indifferent and showed no interest in making our flight comfortable and the quality of food was very poor.

3. Baggage Claim - it took 1 hour and 40 minutes to claim it - our luggage tagged as priority came last (!), the one and only announcement (with apology) was made after 75 minutes of silence, dead belt and waiting.

The explanation by AC official - "staff shortage". I empathize, but why are you charging the exorbitant amount for a tickets, if you are unable to provide service commensurate with the price? Don't point finger to COVID and use it as an excuse, please.

In conclusion - your service was unacceptable.

We are profoundly disappointed with our experience. I do not feel that we were treated as a business class passengers or any class passengers for this matter, rather - simply used to reward incompetence and cynicism of your entire organization.

I request a full refund for this trip.

Regards, Dmitri Kanovich

19 Sunnydene Crescent
North York, ON
M4N 3J5
[protected]

Desired outcome: Full Refund

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Update by Dmitri Kanovich
Jan 03, 2022 1:12 am EST

Unacceptable Service by Air Canada

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12:31 pm EST

Air Canada being offloaded from a flight

Booking 4BPT71
Flight December 4th, Kelowna to Vancouver.
On my original booking I was sceduled to take Flt 8277 from Kelowna to Vancouver on Dec. 4th
On Dec 3 I went to the Kelowna airport to see if I could get an earlier flight. I paid $178.46 and was rebooked on flight 8273 at 10:40am. I was given a boarding pass for that flight.
On Dec. 4th I cleared security, cleared check in at the gate, and was proceeding to the plane when an agent came after me and said my vaccine had not been entered. (It had). She went back to her desk with the boarding pass and an ID, then gave me back a boarding card and my ID. I got on the plane. Then I was off loaded saying I was on the wrong flight, and when I looked again at my boarding pass, it had been changed to the original later flight. The agent had changed it and not told me. I was off loaded from the flight and had to wait 4 hours for the next flight. I KNOW I WAS GIVEN A BOARDING PASS FOR THE EARLIER FLIGHT. The flight was full.
I went back to the agent who had served me the day before, and she said "They have erased your file for that flight and it says you missed the flight". I wanted a refund but she said she could not do that. Finally I did take the AC8277 flight.
The next day I checked my Visa bill, and the charge for Air Canada had been posted but was not final. In the end it never went through.
I think the agent at the gate played a dirty trick on me instead of saying that they were overbooked and could someone take a later flight. It was embarassing and humiliating to have been taken off the flight in such a way.
I know your computer records will show that I did indeed pay for and receive a boarding pass for the earlier flight.
I should mention that every fight I took on this trip had problems and delays.

Desired outcome: At least a token for a meal and all my time wasted. And an apology.

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Update by Ralph Leavitt
Dec 29, 2021 12:33 pm EST

I hope this works.

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5:28 pm EST
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Air Canada "unethical behaviour" from check-in staff and manager

booking reference: 43X85R for flight AC793 Toronto-LosAngeles, 6:30pm EST on Monday Dec.20, 2021. Return flight Mar.01, 2022, Los Angeles. Economy Comfort, $1, 484.16 total. Pet in Cabin. In order to comply with all rules/regulations for size of pet carrier, consulted with AC many times to ensure correct sizing of carrier. was insured by AC staff size of carrier for my little dog was adequate. I paid for Economy Comfort ticket as I was insured of extra large seat with adequate room for pet carrier, free first luggage bag And Most Important (as I'm a senior) full refund if I cancel trip within 2 hours of flight time. that is why I paid the more expensive Comfort fare. Your check-in staff lady and her manager denied boarding of my little dog saying he could not stand up and move around therefore if he barks he will disturb other passengers. Your staff completely ignored all information I provided from your own AC web-site and AC staff by phone in accordance with all your regulations for pet travel in cabin. In addition to the disappointment and sadness of being denied boarding to California to see my grandchildren (like others) in 2 years) through no fault of my own, the worst of this situation was (unethical behaviour) on how your check-in staff and her manager directly "lied|" (talked to AC on Dec.21, 2021) to me and my sister-in-law who was with me and can verify this statement from your check-in staff and manager about "handling the cancellation of my flight" which she did not do therefore a full refund to me was denied. I was allocated $100 for my dog and $235.20 for me. Disgraceful for AC. Also I was told the check-in staff should have referred me to the counter where I could have re-booked my flight immediately before leaving Pearson Airport that night rather than coming all the way home (6 hour drive in total) and having to re-book again. I'm so disappointed in AC and its staff. AND this type of "poor" customer service cannot be blamed on Covid. Please, Mr. CEO get this Canadian taxpayer Corporation in order.
Lorraine Shields. [protected]@tcc.on.ca
Dec. 22nd, 2021.

Desired outcome: First and for-most. An apology from Air Canada, full return of the cost of my ticket and most important, "re-training" of your check-in staff and managers. on the ket, $1,484.16. The most important!!!

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9:12 am EST
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Air Canada Additional change of flight date charges

On Dec.13, 2021 I had to change the date of my original flight booked through Air Canada website, from Dec.27 to Dec.29. My flight for both dates is non-stop, one-way, same flight number and leaving time, going from Fort Myers, Florida to Toronto. On Dec.11 my original flight cost for Dec.27 excluding seat charge was $292 CA. On Dec.13 I looked up the fare cost for Dec.29 with the same information, it was listed as $260 CA. I was expecting a refund of $32. Instead, when I called Air Canada to book the new flight date, I was told that I would be charged $150 US extra, which went through my Visa account as $195.89 CA. Then I saw from an Invoice I received, that Air Canada sub-contracts changes to a company called A1 Traveldeals LLC. What a complete rip-off. It is hard to believe that a one-way trip from Fort Myers to Toronto has now cost me $487.89 CA. I was also told that I could not book my seat, a seat that I had originally paid $18 for. Air Canada states at the top of the booking page, that there will be no extra charges to change flight dates up to Dec.31. I was even willing to pay the same original cost of $292, but this extra $195.89 is disgraceful. Very disappointed that Air Canada would be very misleading in saying no extra charge for flight changes. Just not true.

Desired outcome: A refund of the above A1 Traveldeals charge, plus $18 for the paid seat charge

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Update by Be Up Front
Dec 16, 2021 9:16 am EST

Hope this will be resolved very soon.

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7:55 am EST
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Air Canada Sexual harassment and abuse based and discriminations based on statues

I was on a medical vacation from Canada to Turkey, by air canada.
on my return I boarded flight from turkey to france, for some condition out of my control and due to franch air port crew and people capacity I was late to my flight to toronto, I boarded another flight to montreal instead, but my final destination was winnipeg.

on the flight to montreal from paris, I was recived with a lot of smark and none welcoming attitude,
it was obvious my appearnce and maybe the fact I was wearing a big clumsy head mask rather then a small fabric one due to nose surgery limitation made it easier for the assialnt to think they can f around, or in simple words be abusive towards me as if they are better or in fact I am not good enough to be on that plane or maybe have not the rights and freedoms as all other passengers, I understand the reason behind this behaviour was definatly none logical response to my appearnce.

so the incident which accured was at when the flight attended crew, served food and treats I noticed some sort of a negativity and hostility but nothing out of the orderinry happend, but on the second round of drinks hand out, the flight attended pass by without offering any service, after several minutes of holding as I noticed she is not coming back, I stood up and went to the back of the plane where she was kneeling down to another passenger, at this moment I wasnt sure how to approach her and said sir, mam, whatever... you didnt give me a drink. she turned around and said what? as I repeated, I said you didnt give me a drink you missed me.

the flight attended said ok one moment,

I said ok, and left back to take my seat,

after 10 minutes she came back to my raw and started lecturing me she was very upset and hurt I called her sir mam or what ever?, I apologized and said I never meant to hurt your feeling but to address you in public general way in order to make sure you will give me the drink as rest of the passengers,

at this moment she said well I think its really offensive im not a man in a dress,

I said thats not what I meant,

just for the record all this time I was thinking to my self, am I racist?

after enjoying my drink and sitting peacefully, another flight atteneded maybe higher level attended, approached me with intriging questions regards the incident,

she started from asking me for my name as I asked for why and provided to her the information,

she told me the accuser, complaint that she was very hurt from my comment and also that I poked her really hard and she is unable to proceede without drama,

so my response was if it did happen as she descrbied please seize communication and call the police because I didnt touch her as our interaction was sole verbal, at this point she backed off even with my request to make a complaint her response was is that for me to write a letter,

so I had no intention in making anyone hurt for the fact I didnt get a drink,
but the behaviour of discrimination and a border line sexual remark of touching or poking is not acceptable not even if it involves a man in this situation while the abuser is a female flight attended that works with the public and her duty to treat everyone equal without racial or any form of abuse,

if she need to develop special feeling or learn how to treat all customers and passengers in equal way, maybe she can start with application to mcdonalds and deal with her complex in a mature basis and not in amature way where a person such as customer is singled out from rights and freedoms and defamed, it is a legal matter...

I am the most inoccent person on earth in that case it makes me smark back at this attitude and spread the awareness of out air canada treats, employees and customers a like on a virtue bias, based on discriminations.

maybe this is how things are done in air canada

Desired outcome: desired outcome is 21k usd , 18 percent go to mcdonalds for donation

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3:01 pm EST
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Air Canada Wet luggage

Today I landed in OTTAWA on flight 8001. I retrieved my bag and when I got to my sons house I found all my clothes, paper work etc were wet! I realize the flight was delayed in Montreal but your people should have not left the baggage in the rain. I paid $ 35.40 to check it and saw many other people just taking theirs on. One man even had 2. I am very upset and want to be refunded my money.

Desired outcome: Refund

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Update by Elizabeth Daw
Dec 11, 2021 3:05 pm EST

My luggage was soaked when I got to Ottawa. One item has stains and not sure it can be cleaned. All others are wet! Due to delay in Montreal the luggage must have been left outside to the elements. I want to be refunded?
Thanks
E Daw

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3:29 pm EST

Air Canada Unfair treatment by airline staff on AC 8070, Ottawa to Halifax on November 30/21

On November 30, 2021 I was on AC Flight #8070 from Ottawa to Halifax. I had originated from Calgary with a stop in Ottawa. The flight was 1.5 hours late due to bad weather in Newfoundland. Once all passengers boarded we were informed by the pilot the door would remain open as the 2nd engine could not start on its own due to loss of one of the auxiliary batteries. Because snow was falling the plane had to be de-iced. We sat on the runway for over 45 minutes, without proper ventilation. I had difficulty breathing due to the Covid 19 mask and the lack of ventilation in the cabin, since the plane was short of electrical power to run the fans. My partner tried to fan me to keep me cool. The flight attendant kept reminding me to keep my mask on without offering any solution to the lack of ventilation. I tried unsuccessfully to breathe with my mask on. Once in the air another flight attendant came over to advise me to keep my mask on. I informed both of them I could not breathe properly and that I was suffering from angina due to lack of proper ventilation. I unsuccessfully tried to show them my medic alert bracelet to prove that I have some heart problems. I was informed that I could move to another seat with supposedly better ventilation, if I wished. I was afraid to be without my partner as I feared another angina attack. I was never offered oxygen, which would probably have helped me to breathe. Once in Halifax I was stopped and questioned by 2 Halifax police & 2 RCMP officers about my refusal to keep my mask on 100% of the time. Was that necessary? No! The flight attendants were tired, unfriendly and did not believe me about my lack of air problem. I was disrespected by the two flight attendants. That is no way to treat people with certain medical issues, caused by problems with the airline's own aircraft equipment.

Desired outcome: The two flight attendants on AC8070, November 30, 2021 need training on how to respect passengers with medical issues.

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2:15 pm EST
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Air Canada I am complaint about my return from Orlando to Ottawa

Air Canada

To whom it may concern,

On Friday, November 26, 2021 I flew from Ottawa, ON, to Toronto, ON, on Air Canada Flight AC439 Ref. # 36U4HI and from Toronto to Orlando, Florida, USA on Air Canada Flight AC1670 ticket # [protected]. I am fully vaccinated and provided a negative rapid antigen test at the airport. According to the government regulations in place at the time, any Canadian traveling to the US and returning within less than 72 hours didn't have to have a PCR test done. I was in the US from Friday, November 26 until Sunday, November 28 when I was supposed to board Flight AC1671 from Orlando to Ottawa. At the Orlando airport, a Canadian official who ignored the regulation in place didn't allow me to board my flight. Not only did she refuse to listen but wouldn't even let me to show her the regulations in place displayed on my phone. I ended up paying 180.00 US for a PCR test which nobody ever asked for when I finally arrived in Toronto the same night. Needless to say, there was no such change in regulations. I was the victim of poor communication and lack of empathy. I felt mocked, ignored and disrespected.

From Toronto, I had to purchase a ticket to Ottawa from WestJet for which I had to pay an extra 516.55 Cdn. (WS374, ticket # [protected] An expense that I wouldn't have had to incur had Air Canada provided updated, valid information to its officials; your official in Orlando failed to listen to me and to show the due respect and empathy any traveler is entitled to.

I demand that Air Canada reimburses me the extra expenses I had to incur due to the lack of communication for which you are responsible and the behaviour of your official in Orlando.

I am hoping for a rapid response and due compensation,

Best regards,

Lourdes Betancourt Alfonso
44 Pigeon Terr
K1V9M7
Ottawa
ON
[protected]@hotmail.com
[protected]

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2:47 pm EST

Air Canada Air Canada reservation

I made a reservation on Air Canada using Cheap O Air. The flight was canceled. I was changed to a flight later the same day by email notice. I called and advised that there was another flight that suited me better. CheapOAir first tried to charge me $25.00 for the change to a flight that was $60.00 less the agreed to waive the charge and refund $25.00 in addition. CheapOair claimed that the charge was an Air Canada charge. Air Canada said I was due a full refund on the canceled flight and the do not add a charge for a change. CheapOair called Air Canada liars, not one but 3 different people

I called Air Canada about the matter and was told they would have someone call me back about the matter. That never happened. My only conclusion is that Air Canada in a conspiracy with their partners who market their products work together to steal from their customers.

Judging from what I have reviewed on this website, this may be a fact with foundation

Desired outcome: Air Canada stops marketing their products through CheapOair or acknowledge that they are in a conspiracy to steal from the buyers of their products with CheapOair

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Update by Fichtelberg
Dec 08, 2021 2:52 pm EST

It is a sad commentary about Air Canada that they would have no interest in a matter where their products were used tyo steal by a company that markets for them and calls them liars.
It must be concluded that both Air Canada CheapOAir are liars and thieves.

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6:03 pm EST

Air Canada Refund

I have been trying since July to get a refund on these flights: AC7976 connecting with flight AC834 to Geneva on March 13th/2020 and returning on March 22/2020 AC879 from Zurich to Toronto for both myself and my husband. SEE ATTACHED DOCUMENTS. These flights were cancelled because of COVID. Government was restricting all non-essential travel and told us if we flew we would not be able to get back home, hence cancelling our flights. At the time of cancellation I was told we would be refunded but would have to put a claim in once the policy for COVID had been established. That was set and have been trying since July.
I had tried unsuccessfully to get this refunded and only recently received a refund for each of us in the amount of $150 (SEE ATTACHED) which should have been $2301.21 each fo a total of $4602.42.
Hoping you can assist so I can get this refund resolved and finally put it to rest. This is a significant amount of money for us and it would be greatly appreciated if we can get this sorted.
I expect a full refund/credit as per the original guidelines set out. It is long overdue.
 I have had zero success with the online refund process. It can only be done online adn through email and no one is responding. I have had 3 separate claims (most recent one is # CAS-3904657-C9Y8R0) as per telephone assistance advising to re-submit. No resolution on any of my submissions and the the stupid policy doesn't allow to actually speak to a human to resolve issues.

This has wasted countless hours of my time and I am beyond frustrated.
Looking to out this to rest and get my full refund!

Desired outcome: REFUND

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8:10 pm EST

Air Canada Flight ticket / agent disrespect / boarding issues

To whom this may concern. I am writing this email to complain about a terrible and uncomfortable incident that has occurred today Dec 6th, 2021 at the Montreal Airport, to my sister. Her full name is Huda Muhammed Ali Dashti. Her flight reference number is LWZAMZ. My sister arrived from Halifax to Montreal and her final destination was supposed to be Kuwait. The agent at the check-in would not let her fly because my sister did not have a physical civil ID from Kuwait. We tried explaining to her that Kuwait does not require such document and instead uses KUWAIT MODILE ID app as a valid proof for permanent residency, which my sister had on her, alongside the other completed forms and requirements for entry of Kuwait (PCR test, Proof of vaccination, and other apps and requirements for entering Kuwait) We showed them the app and the other requirements that we had, but there was no empathy. The agent would still not let her board, she even asked my sister to apply for a Visa. We tried explaining that she would not be approved for a Visa since she is a permanent residence, but the agent (as well as her very disrespectful and rude manager, named Lubna) would not understand that Kuwait would still allow us to enter with our electronic proof and documentation. My sister Qatar airways and explained to them that Air Canada would not let her board give this and they were so confused, stating that "there is n such thing" We showed them all the documents that the Kuwait Government requires, and they said that we are all set. Additionally, I checked their website and the Kuwait government website, and it literally states that in Kuwait "Visa on arrival facilities have resumed for vaccinated travellers." This was updated on Dec 04, 2021. Assuming that my sister did not have a PR or a Civil ID in Kuwait, (Which is not even the case) she could still travel to Kuwait and get an issued Visa there. It still does not make sense why she the disrespectful agent would not board my sister. Additionally, their website clearly states what is needed from us to travel to Kuwait and demonstrates their full understanding of the actual rules and laws of Kuwait, unlike the Air Canada agents and as written in the following paragraph,
"Entry By Resident

Citizens and residents are allowed to enter.

Kuwaiti citizens and their first-degree relatives and workers accompanying them are allowed to enter Kuwait.

Unvaccinated non-Kuwaiti residents over the age of 16 may not enter Kuwait.

​​Fully vaccinated non-Kuwaiti residents 16 years of age and older may enter Kuwait. Unvaccinated children below 16 can enter with an eligible parent(s). The Government of Kuwait defines full vaccination as two doses of the Kuwait-approved Pfizer, Oxford AstraZeneca, or Moderna vaccines, or one dose of the Johnson & Johnson vaccine.
Test Certificate Required

All arriving passengers, except children under the age of six, must present a negative PCR test certificate issued within 72 hours before boarding the flight to Kuwait.
Test On Arrival

All travellers over six years of age arriving at Kuwait International Airport must receive a PCR test upon arrival at the traveller's expense.

Fully vaccinated travellers are not required to have a test on arrival if at least 2 weeks have passed since full vaccination."

This is the link for the information. https://www.qatarairways.com/en/travel-alerts/requirements.html

As shown, there is no requirement for physical civil ID proof.

Besides the stress of travelling during Covid-19 times, the agent's attitude was not helpful or appreciated, she said "I don't wanna argue" and handed the phone to my sister, refusing to talk to me.
The manager came up to my sister after asking to speak to her multiple times and said (I can't help you, don't waste your time) and rudely left without hearing us or trying to help. I was also on the phone with Air Canada around 7 P. M Atlantic time, and the agent on the phone asked me to tell the check-in agent to put a note or remark on my sister's details. She then responded with "I don't have the right to do that" I also spoke to the supervisor around 7:53 P.M. Atlantic time, and explained to him that my sister left Halifax clarifying that issue, but the lady agent in Montreal won't agree, stating that "Halifax to Montreal is a domestic flight and would not worry about international issues" Despite the fact that my sister showed them her final destination and they knew she was heading to Kuwait. The supervisor on the phone literally responded with "Yeah they check everything from the first departure, so they would have known."

Overall, this experience has been traumatizing and discomforting. We do not appreciate Air Canada's agents' un-empathetic behaviours. I personally believe that it is also the fact that my sister and I are both visible minority, and are both Hijab-wearing women. They felt the need to disrespect us or treat us as if we were nothing, or as if we did not understand the laws and rules.

I would like for whoever is reading this to think about the terrible and awful emotions, as well as the negative stresses that Air Canada has put me and my family through. My father is an old man and he was on the phone barely breathing from hearing how the agent and her Manager Lubna were treating us. We have not been able to see our families because of Covi, and this was my sister's happy moment to go back home after years of separation from loved ones. But Air Canada ruined that moment for us and her.

I would like for you to kindly consider my sister's case, and help us with a refund for the ticket or the extra money we had to pay for Qatar Airways in order to actually travel. If we lived in a perfect world, I would also kindly request an official apology for me and my family, and for air Canada to train their employees to have respect for their clients, despite their backgrounds. I would like for the agent and her manager to understand their mistakes and that treating people with prejudice and disrespect is not acceptable. And if this was a case of racism, then I am truly disappointed in the values that air Canada stands for.

I can be reached at nasema. [protected]@halifax. ymca. ca, [protected]@gmail.com, or through my phone at +[protected]

Thank you for reading my message!

Nasema Dashti

Desired outcome: Apology, money back, refund for the inconvience

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3:58 pm EST

Air Canada Air Canada Vacations Hold time to reschedule

I am currently on the hold with Air Canada vacations for 4 hours 34 minutes trying to reschedule a flight/vacation due to the sudden loss of my mother in law. My wife is trying to make funeral arrangements for her mom and its ridiculous this amount of hold to simply reschedule a flight to Cuba for November 30. We simply wanted to ask if we can reschedule the trip to December 07 so that we can attended the funeral etc on December 1st and 2nd . I cant believe how bad this customer service is with a hold to this point of over 4 hours.

Desired outcome: I just to reschedule our trip for a week

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9:15 am EST
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Air Canada 1. No food supplied on 7am flight Edmonton - Toronto, Nov 23rd, 2021 2. Wheelchair users left for 2 hours without assistance - Toronto Airport

1. Edmonton to Toronto - 7am - Nov 23, 2001: Left house at 4.45 - for 7am flight. No time for breakfast. Hot and cold drinks only on 3-1/2 hour flight. Food only if you paid for it. A long time to be without food. Unacceptable.

2. Toronto to Frankfurt - AM - Nov 23rd 2001: Arriving in Toronto, as a wheelchair user, I was taken via 2 electric carts towards the International Departure area. Left at the end of a long walkway in a wheelchair area, with 4 other wheelchair passengers, and told that a staff member would be back to push us to the relevant departure lounges. (For Frankfurt) After 1- 1/2 hours, no-one had come. I spoke to several staff personnel who said they were not Air Canada staff but from other airlines. Eventually, one of these staff members took pity on us and contacted Air Canada for us. Someone did arrive. I was the first wheelchair person to be moved on. But we had then been left at the end of the walkway by Lift 3 for 2 hours - With NO toilet facilities, NO food and NO drink.

AND - Remember - I did not have any food on the Edmonton - Toronto flight - and no way of getting food- abandoned in the wheelchair area.

I think you might understand why I am complaining!

Thank you,

Grace Burrows

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3:55 am EST
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Air Canada Check in

On checking in to my flight ac418 today nov19 2021 I was approached by a young lady asking to see my passport and other documents. She was not wearing a mask ! When I asked why she began to tell me that as you can breath through a mask therefore you can catch the virus. I said that's nonsense and asked her to put in a mask, she refused telling me she didn't need to? When I got to the desk the man was also not wearing a mask! I asked him to but he told me he was exempt? Why are you allowing passengers to be put at risk in this way? Why is no one doing anything to protect passengers?
I feel very disappointed and unless I can be assured that you staff are made to follow the rules I cannot see me flying again with Air Canada until you have made the appropriate changes! Passengers are demanded to wear
A mask but your staff are not!
Mike Adams ticket no [protected]

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3:37 am EST

Air Canada Air ticket refund from Air Canada and Vistara

I bought a ticket from hooper Air canada ticket for US$1267.96(CAD1611.58) from my credit card and I cancelled the ticket because there was a name issue. But they didn't refund me instead gave me a travel credit for that amount. So I tried to use it and whenever I try to use the credit it will say flight not available. So I complained to their customer service so many times and the issue is still not received.
Ticket Name : Jyothsna Rani Pradeep
Travel destination: Kochi to Toronto
Date: Dec 5
Booking Refrence : 3VX85V
Humbly requesting you to resolve this issue.
Thank You
Patterson Nelson
+[protected]
[protected]@gmail.com

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3:21 pm EST
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Air Canada On board compensation request form # 407560

Flight #1287 We flew from Toronto to Arizona we were @ the airport 3 hrs a head of time and almost missed out flight due to such slow service with security and customs. Then on return flight home flight # AC1286 on Oct 26, 2021 form #407560. We paid $60.00 each for extra room advised stewart that TV wasn't working she re-set TV and it never worked @ this point we could have moved over one seat and everything would have been fine but instead stewart moved someone beside us in the empty seat because his TV wasn't working. Stewart asked the 2 of us to move to a different location instead of asking the person who was put beside us. Stewart ignored us for the rest of the trip, we told her we paid $60.00 each for an updgrade and she insisted we be moved again. We were never offered headsets, she gave extra special treatment to the man that she sat next to us she was so rude. We have a trip in 2022 to go to Europe we wanted to use Air Canada but have changed our mind after this trip. We would like a full refund for this extra up-grade that was not @ all. The demonstration for safety is performed on the TV screen perhaps this is a security issue and if you change $60.00 extra for up grade perhaps you should have made sure all TV screens work properly. We were suppose to get a e-mail or telephone call in regards to this issue but have been ignored again. Shame Shame on Air Canada. We thought we should try Air Canada as we always fly Delta with such great service, I guess we will stick to Delta they don't ignore there clients. Very disappointed Suzanne

Desired outcome: Full refund for upgraded seats

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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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