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! ❤️✈️

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.

Instead of putting us on another direct flight to Boston, Air Canada rebooked us on an itinerary with two additional flights, making an already exhausting trip even longer. Traveling with my wife and two young children made the situation much harder. After a long international flight, being stuck away from home for two days was incredibly stressful and physically draining. I also had to miss work on Monday, creating additional financial and professional consequences.

Although Air Canada provided a hotel, the overall experience was poorly managed. The uncertainty, delays, and disruption to our family’s plans outweighed any assistance that was offered. We trusted Air Canada with our family’s travel, but this experience left us extremely disappointed. Better communication, faster rebooking, and more consideration for families traveling with children should be a priority. I cannot recommend Air Canada based on this experience and will seriously consider other airlines for future international travel.

My research also shows that their overhead bins are the same size as their US counterparts…so their 1/2 difference in their rules is ridiculous. Not too mention that 99% of the carryons that boarded that flight were the same 22” as mine. I was just the unlucky one they decided to target on this full flight that they were trying to free up overhead space. I already avoid this airline because I have no status on it…but now I will avoid it like the plague. Regardless, I hope consumers will force them to be more reasonable.

Later I found out that the representative's advice was inaccurate and very expensive. We only needed to get a ticket for my wife on the outbound journey. She was still eligible to take the return journey with us as the city of origin determines the need for a transit visa. This omission by the representative cost me $900. Again, a complete lack of care or concern for us. If you can avoid Air Canada, please do so

Refusal to Help Properly: We pleaded for a phone call to resolve this critical issue immediately. Their response? "We do not conduct outbound calls from our Social Media platforms." Zero Empathy: Instead of taking ownership and fixing their glitch, they told us to go search their website ourselves for other flights, or just cancel for a refund. If you value your time, money, and peace of mind, avoid Air Canada. If their automated systems fail, they will abandon you with copy-pasted responses and refuse to provide actual human assistance. Book elsewhere!

I showed up at the gate, boarding pass in hand, and when they scanned the ticket I was told "you're not on this flight". I had to wait in the customer service line for 3 hours to be told "you have been moved to a flight leaving tomorrow, we take no responsibility for this". Then another 2 hours in the baggage line to retrieve my bag. I then filed a complaint which they denied within 24 hours, and suggested that I try hitting up my credit card for delayed flight insurance. Meanwhile I had to pay for a hotel, several meals, and scramble for before and after school care from the other side of Canada for Roxabelle as well as miss a day of work. I understand travelling is a privilege and sometimes there are hiccups, and I'm generally pretty tolerant of the unknowns of being on the road. But this blatant lack of accountability or general give-a-shit from a company is so disheartening. I will do my very best to travel with Air Canada again.

When my husband and I arrived for our trip home, we were shocked to learn that our return reservation had been cancelled without any notification by phone, email, or text. We were left stranded in a foreign country with no choice but to purchase the exact same seats on the exact same Air Canada flight home—meaning we paid twice for the same seats.

The most disappointing part was the customer service afterward. Rather than acknowledging the lack of communication or taking responsibility, Air Canada repeatedly sent generic responses that failed to address the actual issue. They ignored the fact that we were never notified of the return flight cancellation and dismissed the financial burden their actions caused.

A company of Air Canada’s size should have systems in place to notify passengers of itinerary changes, especially when cancelling a return flight. Instead, we were left stranded, forced to pay thousands of dollars again, and then told there was nothing they could do. I expected accountability and customer service. Instead, I received scripted responses and no meaningful resolution. Based on this experience, I cannot recommend Air Canada and will think twice before ever booking with them again.

Upon arrival in Vancouver, we were notified that our suitcases, but not my daughter's carry-on, had been left behind in San Diego "because we didn't have room" said the very smug and nasty AC agent. Seriously? How/ and who makes this poor decisions using what criteria? This meant we had to be in the same clothes we traveled in for three full days, for it was not until late in the day of 6/17 that they were delivered in Ketchikan, Alaska, deep in the Inside Passage.

From a business point of view alone, without factoring the inconvenience and stress this caused me, how cost-effective was it to leave behind luggage that people paid for to be checked and then have to fly them from SD to Seattle, to Vancouver, to Ketchikan? Their CFO should be fired along with their CEO! I had to purchase a nightgown in the ship's boutique and swimming suit to allow me to use the spa to treat the plantar fasciitis of my foot and try to relieve my high level of stress. Total cost was $60 and I'm now in the middle of a battle to recover this cost from Air Canada because they do not make it easy to do so. I have concluded that it's all intentional to dissuade you from filing a claim. I don't know how this airline can stay in business and I'm filing a complaint with the CTA (Canadian Transportation Agency), and writing reviews all over, warning people about this airline's incompetence and arrogance.

Due to delay in Air Canada flight from PEI we had 20 mins to get from OUR GATE to Air canada flight leaving for LaGuardia we had to run from the other side of the airport thru customs and passport check. It was ridiculous, and we had to get to gate 85 with them announcing last call. I just feel Air Canada caused both issues the delay in takeoff (w/no explanation and the unbelieveable non chalance of the staff for the passengers that had to connect to other flights). I do not see myself ever flying Air Canada again.

I looked for a contact phone number to talk to somebody about this in person and found a 1-800 number associated with the airline. The person on the other end of the call told me I had been bumped off the flight because it was overcrowded. He then told me in order to take that same flight, I had to purchase a brand new ticket this time with economy leg room even though I'm only 5'4" and do not need economy leg room. So I had to pay a second ticket price, this time, more expensive than the last one. It was for the exact same flight home. I was never credited by the airline for either ticket.

After I flew home, I filed a complaint with the United States Department of Transportation and corresponded with an airline customer service representative over email. The airline representative said that I had not paid the airline twice for one ticket because the second time that I contacted them, their phone number was not the 1-800 number that I called. I had to prove to them that the 1-800 number was associated with Air Canada by sending screenshots of the phone number and its association with Air Canada. Even then, I became skeptical that I would not be refunded at least one of the two charges that I paid for my return home.

After contacting my credit card company I was able to get a refund of the last ticket paid. This resolved my issue, but no one should have to be bumped from a flight due to overcrowding and then have to buy a second ticket for the same flight. That's consumer fraud and is unacceptable. Especially in a regulated industry like air travel. That's why I'm writing this review to let people know that the the airline does not honor tickets purchased online. They do bump customers off flights and then you end up having to buy a second ticket.