Air Canada Reviews

Ashley, however, went above and beyond to help us. She took the time to understand the situation, spoke with the back office at Air Canada, communicated with the flight agency, and even worked with Turkish Airlines to find a solution. What really stood out to me was that Ashley could have simply told us that the issue was with another airline, but instead, she took ownership of the situation and genuinely tried to help. She was patient, professional, compassionate, and persistent throughout the entire process.

Thanks to Ashley's dedication and effort, my dad was able to get on his flight. We are incredibly grateful for the time and effort she put into helping our family. Ashley is a true example of exceptional customer service. Air Canada is very fortunate to have someone like her on their team. Please recognize her for her outstanding work! Thank you so much, Ashley! ❤️✈️

I have sent in several claim emails and the only response I receive is that my flight was not delayed over 3 hours (it was delayed 2 1/2 hours) so I do not qualify for any compensation. They refuse to acknowledge that I paid a lot for a premium economy ticket and due to their poor management of spare parts for their broken plane I missed my connection and was downgraded. I have been on hold for 1:26 minutes and never was able to speak to anyone on this matter. The worst customer service I have ever experienced. I would not recommend booking with Air Canada.

Regardless of cabin class or loyalty status, every passenger deserves kindness and respect. Basic courtesy should never depend on how much someone pays. In my opinion, Etihad, Emirates, Turkish Airlines and Singapore Airlines offer a far better experience. For an airline carrying Canada’s name, this is disgraceful—and sadly reflects the declining service standards and rising costs we are seeing across the country. Air Canada has so far not made any attempts to refund or resolve this issue.

We got to the gate and the flight attendant was a woman with glasses who told us to wait on the side because she would be checking in our bags. I was confused and she explained they wouldn’t fit on the overhead bin which I understood. However I tried to explain along with my mother that we didn’t want our bags to be checked into Iceland as our flight was delayed by eight hours and we would need clothes the following day since we would stay the night in Montreal. Me and my mother being the only women with a **, she dismissed us and acted as though she didn’t understand what we were saying as if there was a language barrier. I would like to add neither of us has an accent as we are both born and raised in the United States however we do look **.

I told her once more and explained that we needed our clothes for when we got a hotel in Montreal, she said “a hotel? You're not getting a hotel“ and walked away, a decision that ultimately was not up to her. After a couple minutes of insisting she finally checked our flight and realized that we did in fact have an eight hour delay and needed our bags. She was very unpleasant & her remarks seemed very unprofessional, sarcastic and racist. Once we boarded the plane my mother put the bags up and as people continued to stand I asked her to grab my book from my bag above to read during the flight. My mother then stood for what was possibly 15 seconds to which point a flight attendant rudely said “ma’am if you don’t sit down we can’t close the doors to the plane and leave“ and gave my mother a disgusted look. At that point there was 4 other people standing, (all with **) to which she did not make a singular comment to.

I had never seen such blatant racism towards my mother before and I hope never to see that again. I did not want to voice my complaint on the spot because it seems that the staff was on a power trip but I don’t think these micro aggressions should be tolerated by anyone.

Air Canada employees are showing complete disregard for their customers. Someone even laughed at me. Incompetence plus lack of care/motivation creates a terrible environment. Nothing worked, online or on the phone, and Air Canada employees think and even say that they have no obligation to their customers whatsoever since the delays are weather-related. How about sending an e-mail specifying where to go for help instead of leaving everybody in chaos? How about, as soon as you realize I cannot catch my connection, you put me in another flight and send me an e-mail, so I can just go to a hotel and rest? How about actually having people working overnight if customers are there?

I called Air Canada's baggage line. The recording tells you to file your report with an Air Canada representative in the terminal, which was impossible because none were there. I then called the main customer service line and waited on hold for over an hour. When an agent finally answered, he transferred me to the baggage line without asking. That line played the same recording and disconnected the call. We managed to file a lost baggage claim online and were told to expect a response in 24 to 48 hours. The next day we received an email from a no-reply address saying a case had been opened. It has now been more than 48 hours with no contact. Every call we make gets routed to the same baggage line that tells us to see someone in the terminal and then hangs up. No staff at the airport, no way to reach a person by phone, and no follow-up. I will never fly Air Canada again.

My experience travelling with an infant was particularly frustrating. Very little proactive support was offered, and I repeatedly had to advocate for my baby’s basic travel needs. For example, I had to specifically request and follow up on arrangements such as a bassinet and appropriate infant meals rather than having these needs anticipated or properly coordinated in advance. Travelling with an infant is already challenging, and good airline service can make a significant difference. With Emirates and Qatar Airways, I have generally experienced a much higher level of attentiveness, hospitality, and willingness to assist passengers, particularly families travelling with young children.

Considering Air Canada’s fares, especially for Business Class and long-haul international flights, I would expect a considerably higher standard of service. In my experience, there is a noticeable gap between Air Canada and leading international carriers such as Emirates and Qatar Airways in terms of customer service, responsiveness, attention to passenger needs, and the overall travel experience. As a frequent Air Canada passenger, I genuinely hope the airline improves its customer service and provides better training and support for its cabin crew, particularly when assisting families travelling with infants and young children.

We booked our flights from Toronto to Rome, Italy, with plans to visit several cities during a relatively short trip. We were staying only two to three nights in each city, so our itinerary was carefully planned, and our schedule was quite tight. Our Air Canada itinerary was Toronto → Montreal → Rome, with approximately a one-and-a-half-hour connection in Montreal. Given that we were travelling in mid-September, we considered this to be a reasonable connection time for a domestic flight from Toronto to Montreal.

Unfortunately, our flight from Toronto was significantly delayed. We were told that the delay was due to weather conditions in Montreal. We understood that weather can be beyond an airline’s control. However, what happened afterward was largely within Air Canada’s control—and this is where our experience became extremely disappointing.

I would like to highlight the following issues.

1. Lack of Communication

During the flight from Toronto to Montreal, passengers were repeatedly told that more information would be provided regarding connecting flights. Unfortunately, this information was never actually provided. Every time we asked a flight attendant about our connection, we were told that we would be informed, but that never happened.

Even after arriving in Montreal, we were not given clear instructions about where to go or what to do. We had to walk around the airport and figure things out ourselves. What makes this particularly frustrating is that we experienced a completely different level of communication on our subsequent rebooked itinerary from Montreal to Zurich.

Because we had missed our Montreal-to-Rome flight, we were eventually rebooked through Zurich. On that flight, approximately 20 minutes before landing, the crew announced to all passengers with short connections and provided them with specific gate information. When we approached the flight attendant and explained our situation, she personally checked our connection and told us exactly which gate we needed to go to. When I asked what would happen if we missed the connecting flight, she explained exactly where we needed to go and which counter we should visit to arrange a new booking.

As a result, when we left the aircraft, we knew exactly what we needed to do. The contrast between these two experiences was remarkable. The second process demonstrated that clear communication with passengers is possible, even when flights are disrupted. I will leave it to Air Canada and its customers to consider which approach provides a better customer experience.

2. Problems With the Automatic Rebooking System

After we missed our Montreal-to-Rome flight, we received a text message informing us that we had automatically been rebooked. Two of us were booked to travel from Montreal to Zurich and then from Zurich to Rome the following day. However, the third member of our group—the three of us were travelling together—was automatically booked on a completely different itinerary that sent them back to Toronto to take a flight from Toronto to Rome the following day.

This was extremely inconvenient, although I understand that automated rebooking systems can sometimes produce unexpected results during major disruptions. The bigger problem was that the new itinerary itself appeared unrealistic. The connection between Montreal and Zurich and the subsequent flight from Zurich to Rome provided very little connection time. Given that we were travelling within Europe and would need to go through the required procedures in Zurich, we were concerned that we would simply miss the Zurich-to-Rome connection as well.

We therefore wanted to speak with an Air Canada representative to see whether the itinerary could be reviewed and corrected before creating another problem. After spending a considerable amount of time trying to find where we could speak with an Air Canada representative, we finally located the appropriate area. There was a very long line, and we patiently waited for our turn.

3. Inconsistency Among Air Canada Staff

Another major concern was the inconsistency in the information provided by different Air Canada employees. We witnessed passengers presenting essentially the same problem and receiving completely different answers from different staff members. Several passengers travelling to Rome were in the same situation as us. Yet, depending on which employee they spoke with, they were given completely different information.

I want to emphasize that I am not necessarily referring to different outcomes. I understand that, depending on availability and operational limitations, two passengers with similar situations may not always be able to receive the exact same solution. My concern is that passengers were receiving completely different information about what was possible.

For example, one passenger was told that nothing could be done and that they had to call a particular number. Another passenger with essentially the same problem was told that alternative flights were available and that they could choose from those options. How can two employees representing the same airline provide completely different answers to customers facing essentially the same situation? This lack of consistency creates additional frustration and uncertainty at a time when passengers are already stressed.

4. Customer Service and Staff Behaviour — The Most Disappointing Part of the Experience

Of all the issues we experienced, the attitude and behaviour of some Air Canada employees was by far the most disappointing aspect of our journey. Flight delays and weather disruptions can happen. Automated systems can make mistakes. Connections can be missed. These are sometimes unavoidable. What should never be unavoidable is poor customer service.

Many of the Air Canada employees we encountered were rude, dismissive, and unprofessional. Their attitude gave us the impression that helping passengers was an inconvenience rather than part of their job. This was particularly disappointing because the passengers they were dealing with had already experienced a significant disruption, missed flights, uncertainty about their travel plans, and considerable stress.

In such circumstances, passengers need employees who are patient, respectful, understanding, and willing to help—not employees who make them feel like a burden. One particular interaction was especially disappointing. I asked one of the employees for his name because I wanted to specifically mention his handling of our situation in my review.

His name was Amir. Rather than simply providing his name professionally, he wrote it on our boarding pass in extremely large letters, with an angry expression and an aggressive manner as he pressed the pen onto the paper. The interaction gave me the strong impression that he was not concerned about how his behaviour affected customers or about providing a positive customer experience. Whether or not that was his intention, that was the impression his behaviour left with us as customers. For a company in the airline industry, where employees are often the only human point of contact during stressful disruptions, this type of interaction is particularly concerning.

5. The Contrast With Our Experience in Zurich

Ironically, we eventually missed our Zurich-to-Rome flight as well, largely because of the extremely short connection created by the automatic rebooking. However, our experience with the airline staff in Zurich was completely different. Despite the fact that we were already frustrated and had missed another flight, the staff there were extremely caring and professional. They listened to our concerns patiently, showed genuine understanding, and did everything they could to help us find a solution. The difference in customer service was remarkable.

We experienced essentially the same type of problem, but the two experiences could not have been more different. With Air Canada, we often felt that we were simply being passed along or that employees wanted to get rid of us as quickly as possible. In Zurich, we felt that the staff genuinely cared about our situation. We felt respected, listened to, and treated as customers whose problem mattered. That experience demonstrated something very important: even when things go wrong, excellent customer service can completely change how a passenger feels about an airline.

Final Thoughts. I realize this is a long review, but I wanted to provide a detailed account rather than simply say that we had a bad experience. I understand that airlines face weather disruptions, delays, aircraft issues, staffing challenges, and other operational difficulties. I do not expect an airline to prevent every disruption. What I do expect is clear communication, consistent information, reasonable rebooking solutions, and respectful treatment of customers.

Our experience with Air Canada fell short in all of these areas, but the most disappointing issue was the attitude and level of customer service provided by some of the staff. I hope Air Canada’s management will treat this feedback as an opportunity for improvement rather than simply another negative review. Air Canada has the opportunity to improve its communication procedures, review its automated rebooking system, ensure that employees provide consistent information, and—most importantly—reinforce the importance of professionalism, empathy, and respect when dealing with customers.

As a customer, I would much rather experience a delay with excellent communication and caring staff than an otherwise manageable disruption made significantly worse by poor customer service. I hope this feedback is useful both to future passengers and, more importantly, to the people responsible for improving the Air Canada customer experience.

Their check-in desk in Athens was also atrocious. The priority lane had 5 attendants and the regular lane had only 2 so check in took nearly an hour. The 2 meals per flight, all were terrible and bland.... All the breads were super hard and super cold so it was not possible to spread the cold butter on them well. The food all lacked flavor, and the snacks they gave in between was even worse. They were very attentive whenever we needed water but that was about the only positive experience. Will never fly them again.

- Hearing "chicken or pasta?" as your food choice. I have been taking flights with them for 7 years, it has been the same mediocre food for ever.

If you compare with other airlines such as ANA for example, they should be ashamed.

Airport staff explicitly told us they **would not help rebook or cancel our flights**, and they would not assist with hotel costs. There weren't even hotels available in the city. I was ultimately rebooked onto a flight **two full days later**, despite other airlines having flights that could have gotten me home sooner. And the baggage handling after the cancellation was a complete mess. Passengers' bags were being **haphazardly thrown out around the baggage carousel**, with staff apparently going through them, retagging bags, and moving them around. Because of this chaos, I was able to recover one of my pieces of luggage, but my **carry-on was lost**.

So on a single international round trip, Air Canada managed to lose one of my bags on the outbound journey, leave me without it for three days, cancel my return flight, provide essentially no meaningful assistance, strand me for another two days, and then lose my carry-on during the subsequent baggage chaos. This was not just bad luck. The entire situation was incredibly poorly managed from start to finish. I would genuinely pay triple the price to never fly Air Canada again. Absolutely absurd customer service and an incredibly poorly run operation. I cannot understand how an airline can handle a disruption this badly and apparently consider it acceptable.

Later that day, we were informed that the baggage had been located and was travelling to Seattle on the next available flight. We were relieved, but unfortunately, the situation became even more frustrating. We were eventually told that the bag would arrive around 1:00 a.m. due to a flight delay and that it would be better for us to come to the airport and collect it ourselves, as an early delivery to our hotel before 9:00 a.m. could not be arranged. As we had an early start the next morning to board our cruise, we had no option but to take a taxi to the airport around 1:00 a.m. We finally received our baggage around 2:00 a.m.

This entire experience caused significant stress, inconvenience, loss of sleep, and additional expenses, including taxi costs and the cost of purchasing replacement necessities. What was supposed to be the beginning of a family vacation instead became extremely stressful. I understand that baggage delays can sometimes happen. However, I was very disappointed with how the situation was handled, particularly the lack of timely delivery options and the expectation that a family travelling internationally for a time-sensitive cruise should travel to the airport in the middle of the night to retrieve their own baggage. I hope Air Canada will seriously review this incident and consider appropriate compensation for the inconvenience, additional expenses, and disruption caused by the mishandling of our baggage. We chose Air Canada expecting a reliable travel experience, and unfortunately, this experience fell far short of our expectations.