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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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D
9:51 am EST

Air Canada flight changes and bookings

I book flights for our engineering company. I am at my wits end trying to get through to Air Canada to cancel bookings under 24 hours so I'm not charged, or to change bookings that it won't allow me to do online, or to use a previous credit. At least 3X a day I am not able to get through... I know as soon as the Head honcho Jean Paul comes online that they're not taking any calls. The rest of the time I spend AT LEAST 1 hour and 45 minutes online.
Yesterday, when, after 1 hour and 46 minutes online, I was talking to a fellow who was helping me use a credit, he put me on hold to check it out and I hung up after another 50 minutes on hold. I was trying to persevere, but this is TOTALLY ridiculous... where do they get the balls to call themselves #1.
Who voted for that... Air Canada itself.

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8:45 am EST

Air Canada lousy service

Air Canada Case #: CAS-2326941-S6C6G6

--FLIGHT INFORMATION--
Flight Number: 808
Flight Date: 2020/01/12
Departure City: Montreal
Arrival City: CMN Casablanca
Ticket Number: [protected]

Horrible Pre-flight Experience

No way to contact Customer Service. Lousy phone system. Disconnected after 20 minutes. User unfriendly website. Asked for wheelchair. Most of the time, it's no show. Requested for seats close to aircraft door (before & @ the airport). Rep's answer "nothing available". It was assigned all the way back & not together! A group of 25, some of us lost connecting flight, luggage (for no reason). Everybody complained about the worst customer service & promised not to fly "Air Canada" again.

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12:20 am EST

Air Canada garbage

Absolutely ridiculous - they changed my reservation so that I can no longer make a connecting flight (all booked through Air Canada / Aeroplan, on the same ticket).

It took over an hour on hold before reaching a real person, only to be disconnected when they attempt to transfer the call.

On the Aeroplan line, there's a recording from some clown called Jean-François Gagnon indicating that he's in charge of this [censored]show. In the recording, he apologizes for not being able to put the call on hold, then the system simply hangs up.

Apparently they've got a new reservation system and higher than usual call volumes, yada, yada. Guess what, not our problem.

The executives at Air Canada should be cleared out and the feds should appoint a caretaker ombudsperson. Totally unacceptable for a national carrier to have such poor customer service.

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2:24 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Air Canada extremely poor customer service

Claim Id: 482834
Confirmation Number: 33fd5e200a4a
Ticket No: [protected]
I was a medical volunteer on a humanitarian mission to Haiti that was cancelled at the last minute due to it being too dangerous, I asked for a refund of my ticket due to extenuating circumstances. I sent more emails and finally received a negative reply 2 months later. I have been offered a voucher but have to pay a rebooking fee that will be approx 300 dollars.

I also asked how I could change my remaining flights for this year to ensure I had enough AQMs to make 50k. The loss of the flight to Miami made me short. The delay in their reply has meant that it was too late to alter my flights and I have missed the 50K statute for 2020 by 3000 miles.

The hotel in Miami and American Airlines both refunded me the total amount within 48 hours - both bookings were 100% non-refundable and I have no history whatsoever with either. I am an incredibly loyal AC customer w >700, 000 miles. Every other member of the humanitarian team has been fully refunded.

I also contacted AC via Twitter and after a delay received this apology written in very poor English: " Our Social Media not having the authority to override decision take by our Customer Relations and Refund department, we will defer to them going forward. /Kenji"

How can a company take over 2 months to reply to a proven extremely loyal customer? I am disgusted and disappointed by their response. American Airlines sent me a beautiful letter thanking me for my humanitarian work. AC should be ashamed.

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1:11 pm EST

Air Canada air canada flight cancellation and lack of customer service

December 19th, Air Canada claims they cancelled a flight due to weather but other flights came in/out of Toronto and Winnipeg and conditions looked fine. They refused to grant hotel and food vouchers. They rebooked for 3 days later despite the passenger being in mid-voyage. They advised us to seek another airline to fly earlier. We incurred more than $850 additional costs in rebooking with another carrier and paying for our own hotel. There is no address to mail our claim and nothing on their website to input our costs.

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4:22 pm EST

Air Canada delay on customer service line

Recently my wife's round trip tickets from Halifax, N.S. to Tampa Florida were severely altered, making them untenable for her to travel. I attempted to cancel or at least change the flight online, but was not allowed to. These flights, I believe, were partially or fully with Air Canada Rouge. I was informed that I had to call Customer Service which promptly put me on hold for over an hour. I am seeking a full refund and sincerely hope that I will have no trouble receiving it, under the circumstances. This level of service from any company nowadyas is unacceptable. I am sorry to say that, over the past several years, with about 40 flights under my belt, all of my issues with the exemption of one other time, have been with Air Canada. Also, unfortunately the support staff at the airport were not accomodating in trying to help me in the past. To be candid, Air Canada's customer service especially at the airports themselves, really has to up their game.

Corston Lane
[protected]
[protected]@hotmail.com

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11:20 am EST

Air Canada the passenger next to me was 1/4 way into my seat. he did not fit into his own seat.

November 23, 2019. Flight Number AC1665. Ticket #[protected]. Flight from RSW to YYZ. The passenger in the Window Seat 21A was very overnight and did not fit into his own seat. He was 1/4 of the way into my seat 21B. The arm rest could NOT come down because he was into my seat. Became claustrophobic. Stood for an hour at back of plane. Even when the seat belt sign was on for turbulence. Advised all flight attendants of problem. They offered me free food and drinks. Plane was completely booked, although there was a passenger sleeping in the 2 seats at the back. The attendants would not disturb him.

The Passenger in 21A was last to board the plane. When I complained, I was told to wait because we were taking off. I did not take pictures as I did not want to embarrass the passenger.

I feel that the fault is Air Canada's as they should have asked this passenger to purchase 2 seats. I have also learned that a plane should not takeoff unless all safety measures are met. The arm rest did not come down at any point - not at take-off nor at landing.

I expect to get a full refund for this flight and further compensation due to both the dangerous situation I was put into and the fact that I had to stand for one hour and then was crowded into a seat that was partially taken over by the passenger in 21A

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FedUpwithAC
, US
Dec 28, 2019 1:46 am EST

Awfully rude customer service!
We felt we were discriminated because of skin color. While trying to board flight: AC563 from SFO to YVR on Christmas Eve 24 Dec 2019, our carryon which had travelled the world with many airlines with not a problem ever was not allowed to board. It fit the measuring device and others of similar size were allowed. There was another passenger of the same ethnicity who received the same discriminatory treatment. The front desk crew ‘Praveen’ sure made it known the airline does not need to be pleasant to passengers and threatened to deny us boarding when questioned. I would have cancelled the trip were it not for a family Christmas gathering the next day.
Why would the airline put someone with such miserable disposition to be in a customer facing position?
Whatever happened to Airline Passenger Bill of Rights?
What happened to ‘customer service’? We are paying customers!

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7:10 pm EST

Air Canada wheelchair services and phone service

Hi my tkt ref no ABKJKR my parents came from India by ac047 they can't get wheelchair services on Toronto airport and they're suffering troubles for connecting flights they can't get any help from air Canada or airport authority,
Now I want to change his ticket for return to back, so for that I called many times but air Canada customer service are not picking up call so what is the option to contact to air Canada [protected]

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10:38 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Air Canada very poor service, who cares attitude and myself being a senior expected at least an apology from the worker in customer service at pearson.

Was travelling on business from Haifax to Raleigh, NC on November 10th. Flight was supposed to leave at 5:14 am. Late boarding because of late arriving passengers is what I was told as a result delayed flight so lost my connection to Raleigh from Pearson. Had to fly back to Montreal to catch another flight. Arrived in Raleigh 7 hours later and missed my first meeting. Also luggage lost until Monday afternoon. Early morning flight on the 13th to go home. No heat in the plane, flight delayed and arrived late in Pearson but made the gate with 45 minutes to spare. Once my zone was called and I went to board the lady say that my flight coming in late caused them to bump me to a later flight. When I asked why I was bumped she said I would have to talk with someone in customer service. After waiting for 30 minutes I finally got to talk with someone. The lady told me that they made the decision because they didn't think it would give security enough time to go through my 1 small suitcase. I told her I didn't think it was fair because I still arrived 45 minutes before my flight to Halifax. She just shrugged her shoulders and now I had a 6 to 7 hour wait to catch another flight to Halifax. She even tried to make it seem like it was my fault somehow. Her manners were very poor! So as a result when I arrived back in Halifax and got through everything it was late, nearly 10pm and I still had the 3 hour drive home to consider. It was very slippery in the Halifax area so rather than risk the drive (By that time I had been up since 2 am that morning) I settled in to a hotel just off the airport property. Normally I don't say much but it bothered me the whole drive home. I had been talking with my wife during my travels and she couldn't believe how I was being treated as well as the whole dilemma in getting home. It has certainly left a very sour taste for me. I usually only travel 2 to 3 times a year and most of it has been with another carrier than Air Canada and to be honest this was probably my last time I will use Air Canada and I'm very sorry to have to say that especially seeing that Your company is suppose to be our national carrier and the best carrier.

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8:02 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Air Canada no handicap service, missed/cancelled flights, no reimbursement on lost hotel/flights, ignored complaint

I have a travel issue/story I would love to be told. I will paste it below, but I think it is unique as it is almost comical in how horrible it was. It is ongoing to the point where now air canada refuses to let me speak to any superiors and is ignoring my issues. I honestly am never one to complain, but I am a businesswoman and feel this is a little over the top of how it was handled; it needs to be shared to help others not end up in similar situations. I never received my lost monetary value for missed hotel/flights, etc; as well as never got. Call from a manager like I requested when I contacted air canada.

Thank you for your time, and I apologize in advance that the story is a bit long, but a lot happened to us. 

Keep in mind that if even one of these things happened, it is considered a normal issue with traveling, but the fact that everything that could of went wrong, and more… went wrong, shows that there are more issues with the service you provide.
Passengers/ air canada confirmation #s:
Alexia tuttle & katherine bradley #qu56dm
Martha savas #apsef5 (grandmother who is 78 years old)
*please note I had to book my grandmother separately as her plans were a bit different than my own overall in our travels

Flights referenced:
- ac 8847 bdl to yul 2:45pm 8/6
- ac 1902 yul to ath 4:40pm 8/6 (missed)
- ac 892 yul to rome fco 7:25 8/6 (cancelled)
- oa 204 ath to rho 12:30 8/7
- oa 204 ath to rho 12:30 8/8

My plans were to fly to athens to stay there one day with katherine, while my grandmother went straight to rhodes greece. I had booked a separate flight to rhodes from athens myself for the 8th.

This started when we were only given a 40-minute layover to get to flight 1902 in which we did not have someone with a wheelchair waiting for my grandmother and tried to get to this gate (which was changed). Now keep in mind, we were never told to wait on board like brittany explained we should of done; we waited outside the airplane door. Halfway to our connection to athens, we asked someone to drive us in a cart in which they did and walkied to the gate telling them we were on our way.

The plane was still at the gate when we arrived, and we were rudely told we didn't make it and they couldn't take us due to the fact we had luggage (I understand you need to travel with your own bag by policy). A mistake was that the gate was told we were on our way and obviously could of held our bags there until we got there.

Next we were directed to a service kiosk where two women were working to her us reschedule our flights. This took well over an hour and they scheduled us on flight 892 to rome which added an extra stop before athens. This flight left at 7:25pm, and we needed help getting through the airport with my grandmother to get there. It took a very long time to get a wheelchair, then I had to wait for the women to help more people in line (another woman was at the desk) to help us and it was cutting it close on time. I eventually went up to her at least 3 times to tell her we needed to go. We had to go through customs, get our baggage through the claim, go through security again, which they made my grandmother take off her flip flops for no reason, then almost missed the rome flight.

We sat on flight 892 for over 3.5 hours due to an issue with mechanics, the entertainment system was barely working at all, and my grandmother was starting to be more in pain given all the stress by this point. The pilot tried taking off twice from what I remember, then eventually told us we had to get off the plane. There was no announcement once we got back into the terminal, but they just gave us vouchers even though almost everything was closed.

We were hungry at this point and my food that I bring (about 10 lbs chicken since I am a nutritionist) had spoiled due to the issues all day), and my grandmother was swollen and in lots of pain at this point. The lines were so long for this one place to get food, I asked to cut in line for her.

We waited another 2.5 hours before they told us the flight was cancelled.

Next we had to get the vouchers for the hotel and transportation. We were taken there with my grandmother in a wheelchair which helped with time, but honestly it still took way longer than it should. We didn't get to the hotel until after 2am and I was on the phone with air canada until 5am. We only got vouchers for two people, not three which was another error; which brittany did not address in the claim. The shuttle took at least 30 minutes to get us. I was trying to get my grandmother on the shuttle first but many air canada pilots were pushing their luggage in front of me and not saying a word, just staring.

While on the phone the first time, the employee I spoke to tried to help but had to keep putting me on hold. After an hour my line went dead and he never called me back. I tried calling again and reached a young woman employee who seemed like she had to ask someone for everything single step we had to take care of.in the beginning of the call I asked if she had a callback number directly just in case the call got cut off, and she said she had my number, confirmed it, and then said she would call me back if that happened. At this point, I was up for almost 24 hours and exhausted, and was put on hold many times. After 1.5 hours, she said it was taken care of and she just needed to "clean up the file" and was put on hold again for about 30 minutes. This call may have lasted 2 hours before it cut off. She never called me back like she said she would. I had to fall asleep at this point.

Due to the flight cancellation, I missed out on athens in its entirety, including my hotel stay costing me $543.26 which brittany did not say anything about in my claim. My plan was to get katherine and myself directly to rhodes in whatever way possible, as well as trying to get on same flights with my grandmother.
We woke up early to try to eat then get to the airport early, about 4.5-5 hours early.

When at the airport, we went straight the counter to talk to sandra. She heard my story and tried to do what she could to help with her supervisor. They may have tried the file for at least 45 minutes before they realized it was a mess. They said whoever worked on my file "missed steps" and they couldn't clean it up at their counter. They were amazed at how bad of shape the file was.

We went to the air canada counter in which only one person was working with a very long line and apparently very complicated issues since we were waiting for over an hour again at this point. Sandra waited for us for a bit, and I asked her to speak to her manager, chantel.

Another hour later, chantel brought over another worker, diane, in which they both took a look at my file and heard everything that happened and were appalled as well. This took a long time, again: hours, since diane said she had to fix it. At this point I also had to buy another ticket on flight oa 204 from ath to rho for my grandmother and had to call myself since they had not available seats for airlines to receive, costing #215.43, which again brittany did not address in my claim. I did this and we finally got an itinerary to leave. I wanted to make sure we got escorted out due to the wheelchair issue, and chantel and diane were very good at making sure we were okay by this point. We also had to wait more than stated in assessable help after all was said and done, about 45 minutes longer than what was stated.

On the return home, we were all very nervous. We had a gate change, both flights delayed a bit, and also our luggage came over 20 minutes late once we were home. There was an airline worker stating we should tell you and complain since it was ridiculously late.

To recap:
* 40 minute layover missed due to no handicap employee waiting for us and last minute gate change
* rebook taking too long, customs-baggage-security annoyance, in which we almost missed next flight
* rome flight cancelled after waiting more than 5 hours with little communication
* all food brought spoiled, and grandmother in pain
*lost $543.26 for athens hotel booked and lost $215.43 for extra ticket I had to purchase
*lost various dollars for the lack of vouchers.
* shuttle took forever, with rude employees not letting my elderly grandmother in
* on phone for over 3 hours with two employees who said the problem was solved, but it wasn't. They never called me back.
* file was a mess that took over 3 hours to fix and I had to include the manager at this point
* waited even longer in assessible pickup. I had to say to the employee we were next when she tried helping someone else.
* delays coming back home and severely delayed luggage claim

Additional loss was the fact that I am a business owner (strictly online business) with thousands of clients around the world in which I was late responding to due to everything that happened. This also set me back days because of the loss of work time, as well as the fact that flights do not contain a working wifi.

Update: now, I did email air canada and request a call from them. The employee, brittany young (ext 5622; claim# cas-1858917-p1d3t3), handling my case sent an email back explaining how because we didn't wait on the actual plane initially, they are not at fault (I was never told to do so, we got off the plane and waited as long as we could). Also, they said "the plane landed in montreal" which led me to believe they did not even read my whole complaint as they would know I never ended up going on the montreal flight since it was cancelled. I asked to speak to the supervisor. They replied that they consider the case closed so emailing them would serve no purpose. She never read my entire complaint as she only responded to it partially, never even mentioning the lost monetary balance I had from the cancelled hotel and added flight I had to pay for. I have not been able to get a response since.

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3:45 pm EDT
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Air Canada service

Hello,

Yesterday, my husband ans I were travelling on a direct flight from Los Angeles to Montreal (flight 798), when we were told by the pilot that for technical difficulties we had to make an unscheduled landing in Toronto and that this is a precaution. We were told soon after that we were likely going to deplane and take another plane to Montreal at gate D34. Up to now all is well. Soon after, we get another announcement that immigration will not allow us to deplane until the plane is cleared so we sit on the tarmak for about 45 minutes. During this time we are getting messages from the Air Canada app, that the reason for this landing in Toronto is due to availability of cabin personnel. The conflicting information begins and this irritates passengers.

Meanwhile, we are hungry as we were hoping to eat something when landing in Montreal. We live about an hour and 15 minutes away from the Airport and we had driven our car to a friends in St-Clet who was supposed to pick us up and drive us to her house where we would pick up our car and drive the other 50 minutes home. Because we didn't know what time we would get in and that this person works in the morning, we told her to leave the keys in the car and that we would Uber to our car.

Before deplaning, we are told that we will be escorted through immigration to gate D34 to take a new flight to Montreal. Once we got off the plane we got a panoply of conflicting information. First we were told we would be escorted through immigration but that we would actually go through customs in Montreal, then we were told we needed to fill the customs document but that we would be escorted, when we asked if we needed to pick up our luggage my husband was answered yes, while was answered no. You could imagine how the conflicting information between a tired hungry couple can soon escalate the level of irritability.

Finally, customs agents just told us to go downstairs and follow the connection signs... lovely. We get to customs, we are still wondering wether we should have our luggage with us or not and Air Canada employees continue to give us and other passengers conflicting information. We choose to forget about our luggage and try and make the 10pm flight, which we received a text about.

It took us a little longer to get through customs as our document was not ready or completed, the level of stress (and the hunger) was not helping matters. When we finally got through customs we still didn't know where to go. When asking Air Canada employees they were not sure either and they would send us further down a hallway. We finally get to the end of a hallway where an Air Canada gentlemen is standing there and tells us to wait in line. We ask whether we should have had our luggage he says no...ok great. We ask him what happens next he says to wait in line. So we wait, and wait, and wait. Meanwhile we are getting information by the app that we are booked on the 10pm flight, but we are told by an Air Canada agent that we need to have our boarding passes re-printed. So we wait, and wait and wait in line. During this time I ask the agent whether there will be food on board, as we are very hungry and it lloks like we will not have time to grab food. She responds that we will likely have time to buy something before we board or Air Canada may have things for purchase on board but there is no guaranty. Lovely! Once we get to 1 person ahead of us, the agent informs us that if we have duty free we will not be able to get through security (which by the way we were told we would not have to go through security again if we followed the instructions provided). So the agent tells us to go upstairs to the 3rd floor, to check in our duty free, free of charge. Really? Why could we have been told this before? This is certainly not the first Air Canada flight that is rerouted. So we rush off to the third floor. Once we get there we realize the information that was provided to us (go to the third floor) is quite incomplete. The third floor is quite big. We see an Air Canada counter, we speak to the agent. She says we are not in the right place, she directs us to another counter. When we get to the other counter, there is only 20 minutes left to our flight, we still have no boarding pass and we have not gone through security.

When we get to the counter, the agent asked why we are there? Who told us to go there to get our boarding pass? There will be np time for you to check your duty free. I very irritably answered that I was sent there, was told that my duty free would be checked so we could make it through security. The agent makes a few calls. They print our boarding passes, we put our duty free in our carry-on suitcase and check it to Montreal. We run to security with 10 minutes to spare. There is no time or place to get something to eat.

We get on the plane. We wait, we wait we wait for others to board. Finally it turns out some passengers do not board and now you need to remove their luggage. So we wait, we wait we wait. Around 10:45 pm we take off. We are more than hungry at this point, I have a mega headache, and we are both very irritable. When we finally get service on the plane (which is late because we are in row 28) all we get is pretzels, that's all they have. Really?

Finally we land in Montreal, what else could go wrong? Well, the suitcase that we had to check in with our duty free (2 bottles of scotch), did not make the trip. Funny, how you can delay a plane to get luggage off, but can't get it to follow the passengers. This means we waited longer to make sure our luggage really didn't make it, it means we are hungrier than hungry. We file a lost baggage with the Air Canada Agent, he tells us our bag is still in Toronto. Frustrating! It is now past midnight, there is no food to be found in the Airport. We order an Uber to take us to St-Clet. The cost $83.78, which I expect you will pay. We then drive home. By the time we got home it was 2:20 am. This morning, I got a call, my bag should be delivered today between 3pm and 6pm.

I am trying to give you a play by play so you can appreciate the frustration. I fail to understand how a rerouting (which is something that likely occurs often) is not better orchestrated. Why don't you have standard procedures for these instances? Why are your agents not aware of crucial pieces of information (pick up luggage or not, security or not)? Why can't you anticipate that some passengers are likely going to have duty free, are going to be hungry, are tired?

As an FYI, I've travelled all over the world and unfortunately, not withstanding Air China, my wort experiences have been with Air Canada.

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1:52 pm EDT

Air Canada our air canada vacation at the sunscape resort in curacao

Day 1 - Oct 13 - We traveled Business class and were told our bags would be priority, which they weren't. Our baggage came off on the wrong carousel and I had to go ask the Air Canada lady where our baggage was, she said oh they put it on the wrong carousel, it's over here on this one, but no announcement was made. We get to the resort and I'm handicapped and they saw this. They tried to put me on the 3rd floor of a walk up, we had to change rooms to "The Tower", which I heard was very noisy. They put us on the second floor without the ocean view I paid for, so they wanted to move us to the next floor up, but there was no electricity or air conditioning in that room, so they ended up putting us on the 5th floor facing away from the resort. Facing Mambo beach which has very loud night life until about 2 am. We even had to move our own bags, as they wouldn't. We plugged in a power bar in the room on the 5th floor and found ourselves in darkness. My husband tried calling the concierge but no one was picking up, so he had to go and find someone, they had to switch it over to US electricity. We didn't get lunch because we missed it, Dinner at the Italian place was horrible, I ordered medium and got well done meat, I couldn't eat it. The concierge talked us into a 90 minute presentation which included lunch in that 90 minutes and $150 towards a rental car for the next day Oct 14. Also, no one told us about the amenities the resort had to offer, so we never used any of them because we didn't know what time they were or where they were.

Day 2 - Oct 14 - We had breakfast at one of the restaurants, it was buffet style and there were flies all over it. Then we went to meet the concierge for the Presentation. The first guy we spoke with at the presentation said we didn't have to buy that day, this was a vacation club. I said that's good because I will need to think about it as I'm ill right now and this might be my last vacation. 4 hours later and no lunch, my husband and I are both diabetic, they started at $28, 000 USD and finally got it down to $8, 400 USD and had talked us into it. I think because our sugar levels were all over the place. They had a tablet and went over some highlights of about 4 pages, they took our money and didn't give us a receipt, had us sign and initial in boxes on the tablet and it pre-populated the contract, which we thought was 4 pages. I got home and clicked on the email they sent and it was now 44 pages of stuff we didn't agree to, so yes I'm going to say it, they scammed us. I'm now in a dispute process with my credit card company over that one. So after our 4 hour ordeal they order the rental car, not from Dollar Rental who's on the property but from Prudential and my husband had to walk off property stand in the heat and humidity for 30 minutes to sign all the paperwork. The Air Canada Rep was only at the desk on the Sunday we arrived and the Sunday we left. All other times the sign said to go into the VIP lounge which we were now technically members of. But we kept getting kicked out of there, go deal with this person or that person. I said we bought into your club, well they are all busy with other members. It's seems once you join they treat you like crap unless you are Dutch. After all it is a Dutch island. We never did get anything to eat, we took the car and went for a drive. When we came back we found a place to eat but it wasn't much, so the next day we found a supermarket and bought some snack type foods even though we're not supposed to eat them, we can't go without eating.

Day 3 - Oct 15 - We went off resort for the entire day. When we came back once again not enough towels and wash cloths or hand towels in the room. My husband tried again to call the concierge, but no one was answering, so he went and found a manager, he said he would make it right and also offered us a complimentary breakfast in bed. At dinner we found out from another couple there was supposed to be a binder in our room with a room service menu in it. My husband and I went after dinner to ask about this binder and we told them there wasn't one in our room and they said oh well. We still didn't get one, but they did give us a room service menu and we booked our complimentary breakfast in bed for Friday morning.

Day 4 - Oct 16 - We ordered room service, which took them over an hour to get to us, it was just scrambled eggs and a fruit plate. The scrambled eggs were microwaved, cold and grey in color, it was horrible food. We then went off resort for the day.

Day 5 - Oct 17 - My husband got up, found a buffet and got us some toast, fruit and yogurt for breakfast. Then we went off resort for the entire day. We were back in time for dinner and the girl couldn't remember that I asked for a sprite, she came back 2 times with the glass in her hand. I then asked for ice water and she got me nice warm tap water.

Day 6 - Oct 18 - Our complimentary Breakfast in bed, they called and said they didn't have croissants. Ok, so only have of what we ordered came, she forgot my Earl Grey tea, she said, you have tea in the room. Not Earl Grey, plus they only give you one stir stick a day for 2 people. The breakfast was disgusting, once again the eggs were microwaved, cold and grey. My husband had also ordered sausage and bacon, it was cold and greasy, the fruit tray look days old and of course my husband ordered either pancakes or french toast which didn't show up and neither did the yogurt. So we ate and left the resort. The car was due back at 4:00pm where my husband picked it up at. We got back to the resort at 3:30pm and went to our room. Ate something and then he took the car back at 3:50pm. He waited until 4:15pm and called the car rental company, they told him to take it back to the resort and leave the keys with the concierge. My husband told the lady he was supposed to leave it there and that's where he was leaving it but he would give the keys to the resort. Which he did. In the meantime, someone from the concierge desk called at 4:05pm and said, the car was supposed to be back at 4:00pm bring the keys downstairs. I told them my husband was to meet the guy where he picked up the car and that's where he was now and I hung up on them. My husband walked back to the resort and gave the keys to someone at the concierge desk. Our romantic dinner on the beach was for 7:30pm, we showed up on the dot and the girl almost bit our head off because she thought we were early, my husband said we are here on the dot, it's 7:30pm. She told us to get a drink from the bar, which is impossible at the Oceana, because the bar staff ignore you, unless you're Dutch or maybe it's because I have vitiligo and I'm spotted, maybe they are just prejudice. So about 15 minutes went by and our waiter came and got us and we went to the beach where our table was set up. There was no light on the table and the lobster was over cooked and we had a hard time pulling it off the shells and because of no light, we kept getting pieces of shell in our mouths. Talk about romantic, let's just choke on lobster shell. Since I don't drink we weren't having the champagne, so my husband ordered a beer. By the time dinner was served, he asked for another beer and the restaurant had run out of beer, but our waiter went across the resort and got my husband another beer. We finish our dinner and decide to go to the casino which is on the property. The ATM wasn't working, so we told the front desk, they said we had to walk all the way down to Mambo beach to the ATM there. Air Canada could have told us that the BMO Mastercard Debit cards, which is your actual bank cards don't work in those machines. So we transferred some money via apps from one bank to our credit union and I got money out that way, as the credit union we use doesn't have the debit cards like BMO. We walk all the way back to the resort and the ATM machine is now working again. So my husband now had to go and change his shirt. We went into the casino and had a good time. There was a letter in our door which said we needed to check out by noon, which we knew, but that we needed to come downstairs to see when the shuttle would be there to pick us up. We went between dinner and the casino and we were supposed to somehow know that we had to look in a specific binder at the Air Canada desk to find out when our shuttle was coming. Someone did look it up for us, our shuttle was for 11:15am. We once again complained about the Complimentary Breakfast and was asked if we wanted to speak with a manager, we said why, so they can offer us another cold greasy complimentary breakfast in bed?

Day 7 - Oct 19 - We didn't have a car now so we had to stay on the resort. Hubby found a buffet and got us some breakfast, then we went to the pools and played around in them and then we went to the ocean and stayed there most of the day playing in the ocean. We did have lunch at one of the buffets, but it wasn't much. I don't really like being in the water because my sunscreen wears off which makes me tan more which of course brings our my vitiligo more. After playing in the ocean we went back and packed some, we went and had dinner and went back to our room and packed everything except for what we would be wearing the next day. By the way, Housekeeping still hadn't improved by this point. Now before anyone says well most resorts like you to reuse your towels, Curacao makes their own water from the ocean, so there's no shortage on water there.

Day 8 - Hubby went and got us some breakfast from a buffet, we got dressed and took our own luggage down. The Air Canada Rep called out to me by name and asked if I remembered her, I said somewhat, she said we met last week when you arrived. I said, ok. She asked how our stay was, I said we had a wonderful time off resort and met a lot of nice local people, one especially that we kept running into who was an angel. But on resort, no, we didn't have a good time. Then I told her, we had checked out and that the girl kept ringing for the bell boy to put our bags somewhere and no one was coming. Well I found out why, you were responsible for your own luggage. None of this was told to us. Everything our travel agent told us was a down right lie. Air Canada Vacations did not treat us the way she said we would be treated and I'll be seeing her in person and letting her know all of this. Oh and we had to spend 3 hours in the airport as our plane was running late. Could we go into the lounge there, no because Air Canada doesn't have a contract with them. I thought that was all a part of my Vacation Package that I paid a hefty price for, but no it wasn't. I may be sitting in Business class, but that was it. That was our perk of the entire trip.

ALSO, NO ONE told us the following...
There was construction on the resort that started at around 6:30am every morning every day we were there.
They were pruning the palm trees everyday stating at around 6:30am every morning every day we were there.
That Mambo beach was open and playing very loud music until 2 in the morning

This was the worst vacation in my life. Did we get what I paid for, no we didn't. We got treated like crap. Is this a 4 star resort? I've had a better time and better service at 2 1/2 and 3 star hotels.

Air Canada Vacations I do hold you responsible. I tried calling, but you don't have a button to push for complaints, so I filled out your form. I'm sure I'll never hear from you again. I cried every single day, blaming myself for getting us such a horrible vacation, one that is most likely my last vacation. I just wanted to be treated like a normal person, not people judging me for how I look with my vitiligo and I truly believe that's what it was, they were all afraid they were going to catch something from me. So they were prejudice.

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Update by Terri Caissie
Oct 28, 2019 10:48 am EDT

Well now, ACV sent a form email stating they would get back to me within 48 hours, that was a week ago. They don’t have a number where you can complain, they just get your money and say the heck with you after the fact. I used to only fly Air Canada, if I fly in the future it won’t be with you and I’m telling everyone else I know to boycott you, Thanks for all the bad memories. See they don’t even bother to check this board and at least apologize. If you look at the stats they’ve resolved 1 out of 158 at the time of this post. Go fly yourself ACV!

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9:51 am EDT

Air Canada refunding after air canada flight cancellation

Dear Air Canada, my wife, Maria Ferrari, and myself, Cosimo Garofalo, we had the tickets (PNA5NM and PMR7BR, respectively) for the AC710 of 2019.10.18, which have been cancelled (reasons: "airport limitations"). My wife's flight re-scheduled for 16.45 of 18th (>4 hrs delay) and mine for 12.55 of 19th (>24 hrs delay) . Both flights were unacceptable to us, because I, firstly, planned a job meeting in LGA airport and, secondly, at 20.25 of the 18th, we had an Alitalia flight (from JFK) to come back to Italy. We lined at your Customer Service of Pearson Airport and we did not receive alternative solutions. We lost our JFK flight and we had to buy new tickets (departure the same 18th) from Toronto to Italy. You informed my wife of a refunding of 7.35 CAD (and nothing for myself). We cannot accept this. I kindly ask you to refund us at least for the cost of the additional tickets: 1402.00 Euro.
Many thanks; kind regards,
Cosimo Garofalo (e-mail: [protected]@gmail.com; phone: +[protected])

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5:42 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Air Canada food

I took a flight from Montreal to Tokyo. I ordered a vegetarian meal and was shocked as some of the food was frozen. When I inquired with the agent on board she advised me that she could do nothing and to let it defrost. I have a flight back on the 25th anticipating the same. As their social media relation team was no help, I plan to take this matter higher. After this flight, no more flying with Air Canada.

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1:28 pm EDT

Air Canada policy

I watched on the news that Air Canada is refusing to call customers ladies and gentleman, lest they offend the 0.03% of the world that is transgender. It is an appalling policy, and discriminates against 99% of the world population. Also, it is unscientific to the core to claim people can be non - binary or gender fluid. I am sickened to learn this

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4:52 pm EDT

Air Canada customer helpline getting aggressive and rude / seating issues

- October 12 2019
- Customer Service Rep : Houssyn, Client id: HH
- Wife is flying to Brazil and has serious anxiety with flying, seats were booked to be with people we know and she is comfortable with (Seats: 13A, 13C, 12C). When my wife checked into her flight only her seat had changed to 13E. I called Customer support to clarify why this happened, and how this will be resolved. I was trying to explain why we booked the seats and he then proceeded to get short with me and his tone changed to not wanting to deal with this issue. I continued pushing which he then actually looked up the seating with the flight and proceeded to say there was only one seat and there is nothing he could do. I explained how this is unacceptable treatment considering each ticket is over $2000.00 CAD. As i'm telling him this he began to get increasingly aggressive and shut me down as i'm in the middle of speaking. This is absolutely terrible customer service, and when I call with a situation that is not our fault the last thing I expected was a rude and aggressive Employee.

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7:49 pm EDT

Air Canada food service

Flew from Toronto to Copenhagen on Oct. 4, 2019. The flight takes 8 hours and I was looking forward to the promised meal. As I was sitting near the back of the plane, my row was one of the last to be served and there were no further meal selections other than pasta. When I removed the foil from the main dish I was disappointed to see a dish of pasta covered with a greasy looking tomato and cheese sauce. There was no taste to it. Served in a side dish was a small amount of couscous or bulgar with a few specks of parsley in it. It was very dry and again, tasteless. A stale bun was served with it along with a pat of very hard butter. Being rather hungry, I wolfed down the accompanied cookie which served as supper for me. When the staff were picking up the trays, I couldn't help but notice the number of trays where the food had barely been touched. This has to be one of the worst meals I have ever been served on an airline and I have flown a lot over the years. It was terrible to see all the food wasted but I wasn't alone in the my opinion of the food. Surely Air Canada can do better! I look forward to your response.

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5:42 am EDT

Air Canada delayed luggage and flight cancellation and delayed flight

I left Toronto on Sept. 27/19 on AC31 to Hong Kong via Beijing. When I arrived at the
Beiing Airport for my connecting flight on CA117 to Hong Kong, I was informed by ground agent that flight CA117 was cancelled. The ground agent booked me on
CA101 the next day Sept. 29 to Hong Kong and assured me that my checked luggage will be with me on the same flight CA 101 to Hong Kong the next day. As a result, I was required to spend the night in Beijing. But, my checked luggage was not in Hong Kong when I arrived on Sept 29 at 11:30(33 hours later). I reported the missing luggage immediately to the ground agent at the Hong Kong Airport. After numerous calls (3 to 4 calls per day) to find out the status of my loss luggage, I finally received my delayed luggage on Oct 2/19 ( 6 days after leaving Toronto).

The above situation had given me great stress and inconvenience on this trip as I needed to buy the essential items until the arrival of my loss luggage
(6 days later). Please reimburse the out of pocket expenses of HK$932.50 to buy the necessary change of cloths and other personal items until my luggage was located and delivered to me. Also, the airline should compensate the inconvenience of delayed and cancelled flight resulting in an extra (14.5 )hours added to my journey.

David Luk
[protected]@sympatico.ca
Tag #AC239724
Incident report #HKGCA26032
Aeroplan#[protected]
Booking reference MUI8LA
ticket number [protected]

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10:46 am EDT

Air Canada denied boarding and poor concierge service

Re: Aeroplan [protected]

To Whom It May Concern:

I have been flying Air Canada as an Aeroplan member since 1988, and have been either Super Elite or Elite 75k for much of the past decade. I am also a million mile member. As a cardiologist and McMaster University professor, I have volunteered medical assistance for countless Air Canada passengers over the years, including just last week on September 24 on AC 171 from Toronto to Edmonton. I now write to you to express my dissatisfaction with a recent Air Canada experience.

I took AC 667 on October 1, 2019 from St. John's to Toronto. The flight was delayed by more than one hour due to a mechanical issue. On arrival in Toronto, due to weather issues, we sat on the tarmac for more than another hour waiting for an open gate. I had a separately ticketed flight (business class) that same day from Toronto to Madrid, Spain (AC 836), which was due to depart at 610 pm. I made it to the gate at 604 pm and was denied boarding as the plane doors had closed. The gate agent was rude and condescending, and refused to identify herself to me. I asked to speak with a premium concierge. She spoke directly with a concierge and told me I would have to wait 40 minutes to meet with the concierge. During this time, the plane was still at the gate. I had no checked luggage, and was still denied boarding.

I then went to the Signature Lounge, where I was told a premium concierge would meet me in 30 minutes to rebook me on a later flight to Madrid. I was unable to get through to anyone on the Elite 75K phone line. I waited in the lounge for 75 minutes before the concierge showed up. He told me that he could not rebook me, but would accompany me to stand in line at customer service. As you can imagine, there was a long line at customer service, which he was not able to bypass. Had I known the concierge would be effectively useless, I would have gone to customer service 75 minutes earlier. As a result, by the time I was able to speak with customer service, there was no flight option for me until the following day. I was due to give a lecture at a conference in Madrid on October 2nd, which I obviously missed.

Having status over 30 years at Air Canada must come with some level of respect in how customers are treated. A million mile member, Elite 75K, seated in business class, should not be denied boarding simply because the ‘flight had closed'. Further, the concierge should have been much more effective.

I have volunteered medical services many, many times on Air Canada flights (check your records). The small price discounts offered on subsequent tickets in no way compensates me for my time, disruption to my travel companions, or risk. Yet I do this partly out of loyalty to Air Canada.

I have had many negative experiences over the years with your airline, but have not complained. With the impending launch of a new loyalty program, the details of which are unclear, and the utter lack of respect and loyalty shown by Air Canada towards me, it seems to be the right time to change loyalties. Hopefully Westjet will soon become a full Delta partner, affording me expanded flight routes and a much superior loyalty program.

Yours sincerely,

Milan Gupta, MD, FRCPC, FCCS

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4:10 pm EDT

Air Canada delayed flight ac1917 sept. 29, 2019

Flight number 1917 departing from Lisbon, Portugal to Toronto on Sept 29, 2019 sat on the tarmac for close to 5 hours. Boarding began at 11:50 am for a 12:50 departure. The flight was OVERSOLD, which I understand to be a regular practice however the removal of bags off the plane took an inordinate amount of time. Over 4 hours. We did not leave Portugal until 5:10 pm.
To make matters worse, the wifi which allows for 'entertainment' was not working throughout the entire trip AND I was charged for wine. Really?

When travelling in the past I have never hesitated in booking with Air Canada - after our last trip - I am afraid that that may no longer be true.

Under the Right to Compensation as outlined in Article 7 of the Regulation(EC)261/2004, I am requesting compensation of 600Euros.

Mohna Scrivens
6 Maberley Cres.
Toronto, ON M1C 3K8

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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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