Air Canada Reviews

I spent three hours on the phone to file for delayed baggage and share my concern. The representative promised that I will be reimbursed for all the costs incurred due to the delay and additional costs if we do not get our baggage by morning. The baggage did not come the next morning as well. I left without the baggage (from Calgary at my brother's residence). The baggage arrived after more than two days at the Calgary address.

As advised by Air Canada, I submitted the claim with all the supporting documents, and it cost me more than US$11 to mail than to fax. After almost a month, I received a US$200 check that I refused to take and returned it back. After another two weeks, Air Canada sent again a US$200 check that was again returned back by me.

On October 11, 2011, I received a letter saying that they are sorry, but they regret that they are unable to offer any compensation after legal review.

I would like to bring this to the knowledge of appropriate organizations for Air Canada to respect the mental and financial distress they cause to passengers due to their staff's negligence and lack of competence or training.

Today is the first time in my 12 years of domestic travel that I have been denied the right to carry my guitar on board with me. The agent told me that this is the policy of the airport, not Air Canada, and that I had to check the guitar. I know this is not true as I traveled from Ottawa airport twice in the last 30 days with my guitar in a cloth case on board, both times. I told her this and she tried to tell me that was not possible. She would not even offer me a gate check tag, which I know is available to people with strollers much larger than my guitar so I protected my personal property, canceled my Air Canada flight and booked with WestJet. When I came back to the Air Canada lineup, my wife was still checking in and it was very clear to the agent, as I had Westjet ticket in hand and my guitar on my shoulder, that indeed I could carry on my guitar if I traveled with WestJet.

The fact that your agent and her supervisor insisted that I could not travel from Ottawa with my guitar as carry-on is untruthful, and the fact that they suggested I was not telling the truth is highly offensive. My wife and I travel for our separate businesses a great deal and we're looking forward to sharing a flight together. Your uncivil staff caused us much stress, financial loss and hassle and forced us to travel separately.

I also must say that I travel a fair amount internationally and have never been denied the right to carry my guitar on board even when carrying a guitar in a large flight case and quite prepared to check my guitar: in Madrid, Frankfurt, Havana, Puerto Vallarta, Berlin, Tel Aviv, Warsaw, Narita, Los Angeles, New York, Chicago. My guitar goes on board with me. No other airlines put people through what your agents did to me yesterday and you are considered our national airline!

You just lost a customer and I am beginning to believe what people are saying about Air Canada's unspoken but obvious mandate: We're not happy until you're not happy.

Helen Gaulin, helen.gaulin@aircanada.ca, Customer Service Minion, 403-440-3117

It's a shame that the top brass at Air Canada can't seem to run this company, because the people who work for you and listen to customer complaints seem very nice and able to do their job. I can't help but wonder how much taxpayer money goes into this company. I think it's going to waste if 5 out of 6 flights were screwed up. This summer, we are driving to Quebec. Less stress that way.

The flight too was less than enjoyable. The air hosts were unprofessional and made mistakes everywhere.

Overall, I am very disappointed in this company. Unfortunately, no other company flies to my area. If there were other choices, then I would surely fly with another airline. Yes, I would pay extra just to be with another airline.

This has been my worst flight experience ever and I have flown with many different companies.

And if anyone didn't already know, in some of my research I found out that they have an auction in their Quebec warehouse every so often for unclaimed luggage which apparently is internal so employees can purchase it . No wonder their employees don't care that they lose our luggage because then they buy our stuff for nothing. Major inconvenience, every time a flight comes their lines are full of people experiencing the same thing. I have traveled all over the world, live in Canada but have never experienced anything like this except in my home country.

After my flight occurs, I called back, get the duplicate $75 change fee reversed. Since the flight is over, reservations can no longer help. I'm told there is no phone access to Air Canada customer service. I tried to email, but got an auto-response saying they will review my request within 3 weeks. Caution to all travelers, there is no customer service at Air Canada. You cannot talk to customer service. They accept email or fax only, and they respond at their own convenience (as you'll hear among other reports on this site).

I have tried contacting Air Canada via Twitter as well, but I am getting the same runaround. They say to send an email, since they have no phone access. This is only my second time using Air Canada, and the last time I use Air Canada. Absolutely horrible customer service. I'm out $75 because of their incompetence. but more frustrated about the fact that you cannot resolve a customer issue with a phone call to Air Canada. Ridiculous.

To get to the counter, there was a line of at least fifty people waiting to drop off luggage. They accepted that I shortcut the line to request for the assistance of an agent. The Air Canada official at the desk told me she would call an agent. I explained to her which flight I was trying to check in on. When an agent finally came, he told me it was too late to check-in and that I had to pay a penalty to change my ticket. I missed my connection by train from Penn station because of this mishap, and I find it unacceptable that they don't have sufficient personnel at the airport.

I was equipped with both the print out of my e-ticket and my electronic passport + the bank card I paid the ticket with. If this was not enough for their automated check-in, surely their electronic equipment is insufficient. I called customer service where I was told that I had to send them an email with my complaint and that they would respond within six weeks. They denied any refund at all, pretending that security was their priority!

Nevertheless, the aircraft was boarded and the doors were closed 30 minutes early and the flight departed early, preventing my wife from being found and allowed to travel. Her baggage was not offloaded. I overheard AC staff saying the flight must not be delayed to do this offload. This is a gross violation of FAA/TSA security regulations. I was rushed on board, unable to communicate with my wife. Her vital medications were in a carry on with me and not with her. She was not traveling against doctor’s advice.

I lost money on non refundable tickets both on AC and for domestic flights and hotels in China and replacement medications. I paid excess baggage fees on these flights because my wife’s baggage was with me and not her. Travel insurance would not have covered these expenses as she has a pre-existing condition. I suffered extreme stress and anguish. Also, Air Canada refused to refund any money and have refused to answer my complaint further or discuss the security breaches. The Canadian Transportation Agency has declined to do anything as they want to protect their flag carrier.

This resulted to monetary losses, including non refundable air tickets on Air Canada, internal flights in China, as well as hotels and replacement medications for my wife.

I find this totally unacceptable and am appalled at their complete lack of assistance in resolving this situation. My bank have told me what they need to do which is simply to reverse the original request and $1998.20 of my money will immediately be unfrozen. Why don't they do it?

There was a 2 hour delay during the layover in Toronto. When my mother’s dog arrived, they would not release her to her until she paid another 46.00 for customs? We were not informed of this extra charge at any time. Furthermore, the food we had sent with Misty was still attached to the top of the kennel underneath the travel documents unopened and the water bottle was unused.

My mother’s dog was on route from Pittsburgh Airport at 8:30am until her arrival in St. Johns Newfoundland Airport at 11:30pm she had not been fed or watered. This is seriously unacceptable. I have contacted Air Canada regarding this freighting experience. I cannot describe we feel about this experience. We will never use Air Canada for any future travel bait human or other. Be advised, I will alert others of this experience.

I was told I would need to stay overnight in Toronto to catch my connection to San Francisco the next morning. This was not a problem since all I had to do was speak to any Air Canada Customer Service Agent to get a hotel and meal vouchers for my overstay in Toronto. Unbeknownst to me, and apparently Air Canada's own ticket staff, Toronto was still experiencing serious delays and operational problems. My 6:30 departure out of Quebec, after numerous delays, finally pulled up to the gate at Pearson at 1:15 am.

Exhausted, I cautiously went looking for any Air Canada Customer Service agent in a darkened and dim Air Canada Service area. What I discovered were long lines of angry and frustrated customers, all hoping to get hotel vouchers and flights rebooked from two overwhelmed customer service agents. It took one and a half hours waiting in this line to realize that I never was going to speak to anyone.

Air Canada totally mishandled this situation that for the vast majority of the hundreds of people waiting in line, including myself, the only option was to find somewhere on the floor to sleep. After trying to sleep on a ventilation grate for about 3 hours, I finally got up and went to my gate for my departure to San Francisco a few hours later.

My original mailed letter of complaint was never answered. I finally resorted to an online email exchange system that felt like an online tech support chat with someone in New Delhi. As a compensation for their incompetence, Air Canada has graciously offered me 25% off my next Air Canada flight. What a joke!

When I checked online banking a number of days later, I had a bill for $740 on my credit card. I immediately tried to call Air Canada about this (impossible apparently to call Air Canada about problems) and settled for an email. I was told to fax them the information so I did. I got the reply that they would get back to me in 3-4 weeks.

6 weeks later, I sent another email asking what was going on. I got a response from Brenda G. that said "In response to your fax of Nov 20 2009 regarding the two charges on your recent credit card statement. Please be advised that the charge of $735.35 was the original cost on the ticket. The charge of $739.91 is the additional charge for changing your flight from the 14th to the 13th. As your original fare was no longer available on the new flight, you were charged the next best fare which resulted in the additional collection."

I immediately replied back that I did not authorize this and that I would have spent an extra night in Winnipeg for $150 before doing this. I waited another week for a response and sent another email to Brenda indicating that I did not think this was fair but that I understood mistakes happen and would be willing to accept a free flight or 25,000 aeroplan miles in lieu of the $740 overcharged.

It has been sometime now and no response from this woman. I have a receipt for the $75 I was supposed to pay, and there is nowhere that it says that was supposed to be $740. It seems to be Air Canada's policy to simply ignore complaints until people get sick of dealing with it and drop it. They know that no one can afford a lawyer to deal with a $750 complaint.

Air Canada changed the booking itinerary - the first time by 10 minutes, which was okay because I could still meet my flight. A week later, they changed it again and I got an email at midnight of 7th telling me that it’s changed. This time they changed it by two hours. I will arrive in Calgary at 14:19, which will make me miss my Westjet flight. I walked up on the 8th and started calling Air Canada. After 6 attempts (because their phone systems were having issues and cannot run a phone system, I would be worried about them flying plans), I got my first chance to talk to someone. I explained my situation. And I was offered two choices. One is an earlier flight at 7:00 or a refund. I explained that an earlier flight means inconvenience for me and a hotel room, as there is no bus earlier so I would have to come in the day before. I am willing to handle the inconvenience but did not want to pay $130+ for a hotel. I was told Air Canada doesn’t pay for hotels.

I explained that a refund is not an option as I am not able to get other flights at any even remotely close price range as of the time factor. So, I suggested that they get me a flight from Calgary to Fort Mcmurray and I was told that they will not do that as they have no affiliation with WestJet. I asked to speak to a supervisor. This was when the phone systems malfunctioned again and I lost my connection. I called again and went through the whole thing again - Step 1: the explaining, to step 5: the hang up. We repeated these steps 4 times, each time taking anywhere from 15 to 20 minutes and a lot or restraint from my side. On the 4th time, I was told that the supervisor on duty was not there right now and a message was left on their voice mail, and I will be contacted.

Through asking around, our group finally made it to the bus and the hotel. I was given a room with no bed! I finally got my room and was told to be ready for the bus at the lobby at 6am the next day. The wake-up call was automatically set for me, as I later realized, at 5am. So I got up and ate my breakfast and checked out my room. Then, I was told at the lobby that the bus won't come until 8am! I am fine with all the flight schedule changes but the lack of coordination and poor management caused a great deal of discomfort and stress throughout the process. As a result, I missed my son's birthday party. My wife couldn't reschedule it because the next weekend we would be traveling and not be able to meet with friends.

Real scenario with easier numbers; first, I buy a tango plus ticket online from Air Canada for $300 + $45 taxes, a total of $345 for the ticket. Second, I cancel the ticket due to change in plans. Third, I have no choice but to call Air Canada to rebook the ticket. I booked 1 month out and the fare price is now $200.I get zero refund. I also pay $115 in change fees for having to rebook the ticket on the phone. The original $300 does not cover the change fees even though the new fare is lower. Total paid is $345, plus $115 for a total of $460.00. Lastly, I had to cancel this second itinerary. I called again, $115 in change fees were added a second time. The new fare this time is $385.00. Guess what?! They calculated the difference that I now owe as $385 less $200 equals an additional $185 more. I now owe another $300. Total paid is $760.00.

This is ridiculous. No company in the world that interacts with consumers gets away with these calculations to gauge customers than Air Canada. I asked the rep on the phone if that seems fair that they re-calculate from a price of $200, not the original $300 I paid, and not the cumulative amount I paid since cancelling and rebooking once. She was very rude and said they "are an airline, not a t-shirt company."

It wouldn't be so bad if these customer service representatives weren't so rude and disgruntled already. If I had another choice (I don't), I would never ever use Air Canada again. I have had to unrightfully repay numerous times on a ticket that I already have a large credit for which should sufficiently cover either the change fees and/or the fare difference. They do not allow you to do this.

Well before boarding commenced I lined up to receive seat assignment, but the single agent handling all pre-boarding matters was so busy with phone calls, etc., he required 40 minutes to service only the 8-10 passengers ahead of me. Consequently I was only assigned a seat at the very last minute-after standing unnecessarily in line-and boarded. I received a window seat but needed an aisle seat since I must use the toilet frequently. During the flight an attendant handed me a message stating that my luggage was not aboard the flight.

The boarding agent did not call for assistance, thus not only delaying the flight's departure, but the flight attendant then lied about the reason for delay in his PA announcement upon takeoff. The boarding agent had every reason to know that the luggage of last minute boarders would not be loaded, since security requires that flyer must be boarded-or at least have a seat assignment- before his luggage will be loaded. Since the boarding agent was so far behind, many other passengers had their luggage withheld, yet no steps were taken to augment the sole clerk at the lost baggage office at LAX, thus increasing delays for passengers since registering a lost bag is a fairly lengthy process.

The in flight video was screwed up from the beginning but it took the crew 30+ minutes to realize it and initiate a lengthy re-boot. When AC's video is not functioning it is maddening to deal with, since there is not indication that it is mis-booted. It simply acts as if it should work, but doesn't. Only 5 minutes before boarding the agent announced that the purser was not given change for on board purchases. At this point it would have been impossible for passengers to race 100 meters to attempt to get change. It was simply idiotic.

- $409 - much anxiety - unnecessary anxiety for my dog - Air Canada ignoring intent of govt judicial body ruling

I was given the run-around and eventually submitted a written claim. I spent a couple hours filling in AC forms and included original receipts to sustantiate a claim for over $500 in damage. I received a partial payment of $130 and a letter that denied liability for damage that was entirely the airlines doing. They basically deny liability for 99.9% of items that are commonly packed in baggage and deemed tariff restricted by AC. My goods were not fragile, in fact the destroyed items were ruggedly built and intended for rough use outdoors.

This attempt to deny responibility for damage AC obviously caused is heavy handed in my view. I spent several hours trying to deal directly with AC staff at both the Prince Rupert and Victoria airports. The agent in Victoria took my damaged bag and told me it would be replaced in a couple of weeks. It is 20 weeks later and still no replacement. I informed Ms. Lisa Ross (customer advisory rep.) on Oct 20th of this oversite, and I informed her that it will cost me $62.15 in addition to my original claim. I can only assume they want to deny liability for this too. Who knows what other options may be available to me to persue a claim? Is small claims court an option? On principle, I will follow up this matter in small claims court if this is an option. Bob K.

My cost to replace 3 damaged items and 1 lost item totals $570

Whether the length of the failure was unexpected or not, the airline should honor those purchasing tickets the next day at the originally available prices. It is only the airline's failure that prevented the purchases. After a full day of phone calls, I'm resorting to blogging the issue. This has to have affected a lot of travelers who may be unaware of what happened.

Airfare/price increase of USD41.93 due to website failure and no remediation by Air Canada.