Air Canada
Reviews and Complaints

Re flight 1626 on November 3.
Seat 23 A & C
Ticket [protected] & 7

I prepaid for seats. The overhead lights did not work for both seats.
The flight attendant made a note for future repair.
Also row 23 did not have a window, rather it was a blank wall which lessened the space on the side.
If I did not pay for the seats and I was assigning these seats at random I would consider it unfortunate but not complain.
However paying for a window seat that also had no functioning light seems unfair.
Please advise how you will rectify the situation.
Thank you,
Dennis Gluck

On the 6th of October, 2018, I was treated rudely by the air Canada airline counter servers.
I had a flight from Montreal to Chicago at 20:00 on 5th of October 2018. Due to the storm in Chicago, the plane couldn't land, so the plane flew back to Montreal in midnight. The customer service arranged us hotel and dinner vouchers except me. Because I need the most is a ticket setting me to Chicago. I had another flight from Chicago to Shanghai which the departure time is 10:35am on 6th October 2018. I have to catch this flight on time so that I could catch the wedding of my best friend on 7th October.
The customer service said there was no seat available in the early morning except one business class seat, but I couldn't get it, I needed to pay. I couldn't afforded it. Then I was told to call the customer service or go to the counter 2 hours later. It was 2:00AM on 6th October at that time. I really needed the ticket, so I stayed in the Montreal PET airport. At 3:00AM I went to the air Canada airline counter, I was trying to tell them the reason, but a male officer who seems like a manage spoke loudly and rudely to the counter :"don't ask the reason, just sent her to the ticketing counter." I was so tired then, but I had to wait until the ticketing counter was open. At 4:30AM I went to the ticketing counter. But the lady siting there was so rude. I tried to tell her why I was there. But she was super impatient, losing temper, treated me badly, she just chased me away. I had to call air Canada customer service again，after one hour they still couldn't give me any help. I felt helpless and desperate. I didn't know what I was supposed to do. I went to the air Canada airline counter, there were new faces there, I had to explain again, but they responsed to me impatiently and rudely:"it's not our fault, It's your fault. We have no responsibility "She just chased me away to another counter. So I went to anther counter, they just kicked me back to her again…I struggled in the PET airport from midnight to midday ….I was exhausted to die after 30 hours without sleep. FINALLY I missed my next flight and I missed the wedding and I got sick when I returned home. I have been sick for 2weeks. I feel better just now. Finally I have energy to writer this suffering down!
This is my worst trip!
I never seem such a rude airline!

Hello, I am very dissatisfied with a recent upgrade that I purchased.

Information:
Janainna Pietrantonio
Flight: AC529
Date: October 19th
Location: Boston to Toronto

First off during the upgrade I was not advised that there was no Air Canada Lounge available in the Boston airport for customers. This is a huge component of traveling for me and subsequently not available. Further to lack of an available lounge I was able to access the United Lounge. Unfortunately I had to clear security three times, once for my gate, leave and go to another building and clear security again and then when I wanted to return I had to clear security for a third time. Unfortunately, when I accessed the United lounge items such as wine were not part of what was included and I had to pay an additional $15.00 per glass of wine which I would have expected to be part of the services available at the lounge.

Secondly, when I boarded the plane there was no red wine available and I feel as though I had paid a significant amount of money to select a seat.

Also worth mentioning is the services in first class were not up to standard, no warm towels given. The flight attendant also only came around once for service and did not return.

I would like Air Canada to credit me back what was paid for the service or to upgrade me on my next flight. I am traveling from New Work to Toronto on October 26th, 2018 Air Canada 7657.

On September 30 we flew Air Canada Rouge from Toronto to Prague on an overseas flight of 8 hours. We felt service was inadequate for a flight of this length. Since there wasn't any entertainment, iPads were handed out to download programs. However there wasn't enough of them. Those who had them had difficulty downloading and most didn't work even then. Dinner was served but no complimentary wine. There was a lack of water being offered regularly. The difference in service became very apparent on our return flight with Lufthansa. Immediately we were offered headphones, complimentary wine, a biscuit and hot towels. A short time later a sandwich and complimentary drinks of choice. Dinner with wine was served. Before landing we were given a pizza snack. These services made the lengthy flight more pleasant. We think Air Canada could provide better service on overseas flights
William Reid
[protected]@gmail.com

My son was flying from Edmonton to Cranbrook for his birthday to come see me, his father and his family, and had a connecting flight out of Vancouver. The flight was running late from Edmonton, and arrived late in Vancouver, and his connection flight to cranbrook( the only flight left that evening) left 7 minutes early, while they were sitting in the plane on the tarmac in Vancouver. Needless to say, he missed that flight, and was scared because nobody came to help him at first until I made a direct call. He was stranded in Vancouver and the first available flight was the next morning. So, I was very angry at this situation? How can you leave a 13 year old stranded like that? And then ask him if he has any family in Vancouver he could stay at? Then they proceed to offer a hotel room, and put him on a flight the next morning. All is OK until his mother finds out he is stranded. She proceeds to phone me, flipping out on me saying he should never be allowed to fly again until he is of legal age, and is now taking me to court over this matter. Not only has air canada neglected to bring my son to me, they have found a way to make my life a miserable hell due to the custody, travel and parenting plans that will now cost me several thousands of dollars trying to state my case, but as we all know, as a father, I have next to nothing for rights. I am now taking this public via social media and any news outlets as this was entirely out of my control, and now is going to cost me dearly

Air Canada oversold flight from TO to Halifax, Oct 8, flight #LO4151, departing at 10:55 pm. As a result my husband and I were bumped off our flight, even though we booked and paid on April 13, 2018! (LOT POLISH AIRLINES REF # MH4FR5 E ticket numbers [protected]) We arrived from Warsaw, flight LO45 in plenty of time to get our bags and go though customs. This flight was the final leg of our journey! Even the Air Canada flight assistant could not explain why we were denied our seats given the plenty of time! LOT air paid for our hotel and rebooked us for the next day BUT this is not compensation enough for our inconvience and lost day of work! The policy of over selling seats is FRAUD...we should have been garanteed a seat because we paid for it in April and we were on the connecting flight from Warsaw.

Flight 7333 from Toronto to Mpls was canceled on Sept.30, 2018 forcing a layover to the next day. On Monday 10/01/2018 my flight number was 7731. My ticket # was [protected].
I incurred costs for a hotel, meal and taxi.
247.26 Staybridge Suites
68.11 3 Uber rides
48.91 Dinner

I should be reimbursed for these costs

Randall P Ries
11106 River Rd NE
Hanover, MN 55341
612.865.8519

Dear team,

I am writing regarding a delayed/cancelled Air Canada flight.

Flight number: AC8171
Departure airport: Pittsburgh
Scheduled departure time: Fri 11/09/18 16:15
Arrival airport: Montreal

Number of passengers: 1

This flight was late in departure and made me late for my connecting flight to get to Frankfurt and finally Croatia. This resulted in me arriving one day late home and needing to stay for one night and day in Canada, and travel to Toronto to get to Zagreb. This made some really serious problems in my schedule.

Yours faithfully
Kresimir Petrinovic

Address: Frankopanska 47, Osijek, 31000
Phone: +[protected]

AC1861 flight from Las Vegas on Oct 2/18.

Ground crew did not have site ready for plane due to snow accumulation from previous night snow storm. Sat on tarmac for 1 hour with no beverage service even after the pilot said water service would be provided. Denied washroom service. Literally screamed at when stood up from seat. Was told to throw food on the food and return to seat immediately. Note, plane was not moving. Other elderly customers in the economy section were also denied washroom service even though first class passengers were using the front washroom.

After est 45 minutes, passengers were allowed to use washrooms. The rear stewardesses were ridiculing passengers in the French language. Unfortunately for them, some passengers clearly understood what they were saying. A conflict arose when a passenger was video taping the escalation of the situation. One stewardess insisting that the video be deleted and said passenger was given a warning card when they refused. Upon departure, said passenger was once again approached to delete video. Waited an additional hour for luggage. Total of 2 hours time lapse after the plane landed.

Overhead was falling apart was very damaged. Passenger had to press the tape to reapply adhesion in areas that were letting go. See pics

The complete lack of customer service, removal of basic human rights, ridiculous and appalling behaviour from the stewardesses are the reasons I will NEVER fly Air Canada again.

Tuesday, Oct 2, 2018 AC0009 Toronto - Calgary ETD 8:30 a.m.
Client Name: Mrs. Sharon M Dodsworth
Ticket No: [protected]
Booking No: XPDLRO-1S

Due to downsize of the plane she cannot get on. She is a frequent flyer of Air Canada. We want to know why and very disappointed with Air Canada systems and processes.

Can you please explain the issue as she said other people did not have the priority status were ahead of her in line?

Names: Lin Karenweiru
Lin KennethTsungJu
Date: 8/31/18
Issues: 1) flight delay AC709, changed from AC145 to AC193
2) Delayed luggage from AC193. Baggage tracking file reference YYC AC 98241
Request: fair compensation

My entire family of 30 people were on our way to attend my niece wedding in Banff,
granddaughter was a flower girl, brother-in -law was wedding officiant.

AC 709 8/31/18 LGA New York to Toronto, it delayed from 11:15 to 12:30 noon for departure
Lin KarenWeiRu ETKT0142191427075
Lin KennethTsungJu ETKT0142191427076

We arrived Toronto, in time to get to gate to take AC145 at 14:05 from Toronto to Calgary
Lin KarenWeiRu ETKT0142191427075
Lin KennethTsungJu ETKT0142191427076
all my family members from AC709 were able to transfer and board the flight, except Kenneth and I were kicked out at the gate without explanation until AC145 took off, staff was very rude and won't allow us to notify family members who wondered what happened to us, and won't allow them to communicate with us at the gate either, we were forced to take 17:15 flight while there were other flights departing 14:05, 15:05 16:05.

AC193 8/31/18 Toronto to Calgary 17:15
Lin KarenWeiRu ETKT0142499858785 light and TV did not work
Lin KennethTsungJu ETKT0142499858786
By the time we landed in Calgary, waited for one hour for luggage which never arrived, we missed rehearsal dinner, filed luggage claim application at airport and pray the luggage would be delivered in time for wedding. The only person who was friendly was Jason at the lost luggage claim counter at Calgary, he checked the computer and told us our luggage was left at Toronto until placed on the last flight on 8/31 (11 pm) flight. We finally left airport to get rental car at 9 pm.

Passed midnight on 8/31/18
I received a phone call from delivery driver that he would deliver within 4 hours. I specifically asked not to ring the bell, called my cellphone to pick it up, of course, he rang the bell, and woke family members up around 3 am.

It was a miserable memory with Air Canada, we expect compensation!

On Sunday September 23 rd Mrs Aiche El- Masri took the AC 881 flight from Paris to Pearson Airport
when she arrived at 3:40 her two luggage were missing
she made a report and filed her two lost luggage this is the report details
Station YYZ AC 66567 this is the file number
On Monday September 24 at 7 pm
I Nada the daughter of Mrs Masri who lives with me
I called the luggage lost center and spoke to Leon asking about the luggage
Leon answer was the two luggage just arrived to the delivery center
Even though the plane arrives from Paris at 3 pm
it took the luggage 5 hrs to arrive to the delivery place
I asked Leon are we going to receive the missing luggage tonight ?
Leon said I am not sure but most probably it is late for any delivery
Leon said you will get a confirmation call before any delivery to make sure someone is there to receive the luggage
my home address is 8 Batt crescent Ajax L1T 4M2

I didn't call again on Monday to check on the luggage as it was 10:30 pm and I was getting ready to sleep
At 10:45 pm I received a call on my landline [protected] from a driver saying I am coming now to deliver your luggage
I said to him now at this time
he said yes
I asked him to give me time range
he said before midnight

I stayed awake till 12:30 am waiting for this Air Canada driver to show up
No show up
I called the luggage center
Leon answered me again
I asked him where is the driver and how come he didn't deliver the luggage
He kept me on hold for like 10 mins to get in touch with the driver
Leon answer was sorry we can't reach the driver
Wow He can't reach the driver
Because maybe the driver is sleeping now
and He kept me the customer awake till after midnight
Leon said I am not sure if your luggage will be delivered that late

As a working mother that needs to wake up at 6 am to get ready to go work
I was outraged by your company unprofessional delivery style
How inconsiderate this driver to call me and keep me awake waiting
and not to bother to call back saying sorry we can't make it tonight

Please note that my mom is 82 yrs old her medicine is inside one of those two lost luggage
I had to go and secure her medicine on Monday knowing that her luggage might arrive late on Monday
I am glad I was proactive because till Tuesday sept 25 no luggage yet
Please note that Paris flight AC 881 arrived on Monday 3 pm
and we got a call at 10:45 pm saying the delivery is now
and of course no deliver no show up nothing

It is unacceptable to treat your customers this way
Meanwhile I am writing this complain the two luggage didn't make it to my place
I had to call again and check I got an answer saying it will be delivered today before 3:30

I am half asleep at work can't focus because I had to stay awake till 1 am

Thank you for reading my complain
I hope you will be taking some serious measurements
As I don't want other people to suffer the way I suffered with your delivery system
Have a great day

I had wanted to book at flight from Vancouver to Hong Kong in Nov 13 and return in dec 17 and the web site shows a price of $HK4670 but when you book it, it turns to $HK6420 and not $HK4670. As a result, I kept on booking until the price match what your web site stated which is Nov 13 and Dec 16 for $HK4860.

I think this a case of bait and switch which is fraudulent. I have spent over 4 hours sorting this matter out. I think Air Canada should reimburse and give me the tickets for free.

I am writing concerning a very upsetting experience I had on my recent Air Canada flight 996 from Vancouver to Mexico City, on 27 August 2018. When we arrived in Mexico City and my bag did not show up on the carousel, I contacted an Air Canada staff person. She informed me that my bag had been left in Vancouver because of weight considerations on the aircraft. She recorded my information, and told me my bag would be delivered to me on the following day. She noted my email address, as I did not have a phone that would work in that country, and in any case my phone was in my bag. She also gave me an email address to follow up with if I needed: baggage.[protected]@aircanada.ca. I was not given an overnight bag or any items to help deal with my missing bag.

I did not hear anything further from Air Canada that evening or the following day, so I sent a number of emails on the 28thto the address I was given, enquiring as to when I might receive my bag, as I was without clothing and personal items. When I received no response to those emails, I phoned the number given on the Air Canada website for missing baggage. I was connected to a call centre that I believe is located in India. The contact person put me on hold a few times while trying to determine the location of my bag. She finally told me that the bag had arrived in Mexico City but needed to be officially recorded before being released for delivery. After some further pressing, pointing out that I could not wait in the apartment all day waiting for my bag, I secured agreement that the bag would be delivered to the apartment door between 9 and 9:30 a.m. the following day. I waited until noon., missing an early meeting of my convention, but the bag did not appear.

I emailed again, several times during the 3 days without my bag, asking what was happening. There was no reply, so once again I phoned the baggage centre in India in the evening. The person attempted to call the Mexico City baggage office, but there was no answer. He gave me the phone number as well. I was also unable to get my call answered. The number I was given for the delivery company was invalid. I also placed an email complaint on the Air Canada website.

I finally received an email reply on Wednesday, three days after my arrival without luggage. I was given the name and number of a person who would deliver my bag if I called him and arranged a time. I did that, and then waited until close to 1 p.m. for my bag to be delivered.

I was distressed to find, when I unpacked my bag, that my iphone was missing, along with one out of a pair of slippers that had been packed in the bag. I can only assume that somewhere my bag was opened, and these items fell out or were removed. I have since searched thoroughly all my bags, and there is no sign anywhere of my phone or the missing slipper.

I have been a loyal Air Canada customer for many years. I travel a lot in connection with my work as a university Professor, and always choose Air Canada if I am able. This may well be the end of that connection. That my bag would simply be left behind was shocking to me, but I thought I could live with that if it was promptly delivered to me. It was not, and I was put to very considerable inconvenience, distressed my family and missed some meetings time, in attempting to recover my belongings. I felt that the recovery was pretty much left to me. I can hardly believe that Air Canada simply leaves baggage behind, but would expect that if for some reason that was necessary, some immediate arrangements would be made to minimize inconvenience. That did not happen. I have maintained a record of the nine emails I sent, and the single email response I received. would say this is entirely unacceptable for an operation with the reputation and resources of Air Canada.

I expect that Air Canada will replace my iPhone, a 5s 64GB. I would also expect that Air Canada will recognize my costs in time and inconvenience, at an important academic meeting in a foreign country, with a suitable credit toward a future Air Canada flight for me and my husband. I am already committed to be in Denver, CO, and London, England, in the next three months.

I look forward to hearing from you.

Ana María Peredo, PhD
Professor of Political Ecology
University of Victoria

My mom Denise Rucker am Kendra Rucker already put in a complain of all the things and trouble we went threw. I called to check to see if they had are bags the supervisor told me that they close are case after 5days and contacted you again because they have no clue where are bags are. We would like a full refund and two free flights because this is getting out of handle at this point and we are tired of keep contacted you guys about all the inconvenience that are flights delayed and baggage lost has caused.

Please review my request and the lack of response from air canada, is to my last 2 emails.

Sept 7th, 2018
Ryan Dickson
Customer Relations

I sent a reply to your offer below on June 26. To date I have not even received an acknowledgement. This is not professional customer loyalty be any means.

Please respond to my second letter or my next one will be public.

Sharlene MacDonald
— Original message —

From: Customer Care

Date: 2018-06-26 9:28 AM (GMT-03:30)

To: Sharlene G MacDonald

Subject: Service included not provided AC:[protected]

Your case number is: CAS-1021210-W0D9Z5

Dear Ms. Sharlene G MacDonald,

Thank you for writing about your recent experience with us. We are really sorry for disappointing you. We know our customers expect a comfortable and enjoyable trip, while also being provided with exceptional customer service.

From what you've described, we can understand why you wanted to contact us. Your comments have been shared with our Management Team for their review.

As a gesture of goodwill, we are pleased to offer you a one-time saving of 25% off the base fare on your next booking at www.aircanada.com.

To receive your discount, enter the one-time-use promo code 3HTMUJZ1 in the Promo Code box at aircanada.com when you make your booking. If booking with your travel agent, they may enter the code at aircanada.com/agents.

This discount offer is valid for one year from today. This means you must complete the booking and travel within one year. You may use your discount for a new booking only, not an existing booking. The discount applies to a maximum of two passengers, provided both passengers' tickets are booked at the same time.

The discount applies exclusively on the published base fares for Air Canada, Air Canada Rouge and Air Canada Express designated flights (Economy Standard, Economy Flex, Economy Comfort, Economy Latitude, Premium Economy or Business).

The final base fare can be found on the screen ‘Fare Summary'. To the right, displayed in red, you will find ‘See fare details'. Please note that when you see the fare displayed on the Select Flights screen, the discount has already been applied.

Promo codes cannot be combined with other discount codes and are not valid on Air Canada Vacation packages.

We would like to thank you, once again, for contacting us. We recognize we did not leave you with a favorable impression on this occasion but we hope you will allow us the opportunity to provide you with a more positive travel experience in the future.

Sincerely,

Ryan Dickson
Customer Relations

To serve you best, I kindly ask that you do not change the subject line if responding to this email.  
—    Original Message   —
From: [protected]@live. ca 
Sent: 2018/06/01 8:10 AM
Subject: Service included not provided

Mid way through the flight a person became ill in the far rear of the plane. I was closer to the front but each time I looked back there was family members and staff attendants tending to this patient. First class had many seats open so I'm not sure why this ill person wasn't brought there to be taken care of where there was more room. Instead the person was left in the rear. I had no issue with this until it started affecting service to all others on board. First of all many of the attendants were back and forth from front to back many, many times, tied up with what looked to be completing paperwork. Fine. Then it was announced for all passengers to use the front washroom while the medical issue was being taken care of, which continued for the remainder of the flight with long lineups to the front washrooms. Even this was fine considering. However a couple hours before landing it was announced that the last 'included service' of a hot breakfast would not be served to allow the attendants to deal with the medical issue and that a snack like pretzels would be passed around with a beverage. This was an overnight, cross Atlantic flight, of which I had paid for an upgrade. I was depending on the hot breakfast before I started my long day in London, England. Not even an airport voucher was offered to compensate, just a bag of pretzels. I don't feel that it was necessary to cancel the service as there were several attendants on board that could serve. If the problem was getting through the isles why wasn't the ill person moved to the big seats up front to allow the carts to get through the back. This was a disservice not only to the people on board but also to the ill person who was left in the crowed back area with a Doctor attending, when there were many empty seats towards the very front of the plane. This is not acceptable and I am requesting compensation or go public. Yours sincerely Sharlene

Accidentally clicked the wrong date while booking the flight. Called in to try to get the date changed within 24hrs and could not reach through their system and also left my number on their system to be called back. Could only reach them after 24hrs and was charged the full change fee of $100, and they tried to switch me to a more expensive flight so they could charge an additional $70. I had to look up the flights myself to show that there was flights that was the same price. Overall very unpleasant experience.

Hi I flew to Toronto from Israel yesterday and when I got home I had severe diarrhea all night . My husband was also ill. We were both in business class on AC 85 . I just saw my doctor and he is pretty sure it's food position. My cousins were in economy on the same flight and they have had the same symptoms! I'm wondering if anyone else on the plane was ill and how to proceed? Sam Nirenberg

I wanted to add to my previous complaint that no Air Canada representative would not give us the correct information on the gate with their customer Service. It is not clearly defined where their customer service and my husband spent valuable time looking for them and was unable to find them.

We will not be flying with Air Canada again. The service was extremely poor on all levels.

On May 15 2018 15:30 my daughter Teodora Radunovic and I Leposava Laban have flown from Edmonton to Calgary on Air Canada Flight # 8151 at the gate # 49A and with window seats #13A and 13C with final destination Belgrade Serbia. From the moment that we have sat down in our seats in this small aeroplane operated by Exploite Par Jazz, air conditioning didn't work. Air conditioning did not work at all during the flight and that concerned me a grate deal since May 15th was a very hot day to begin with and we were hoping for this flight to be a pleasant flight for two of us.
As soon as the plane got air born loud noise could be heard from the right side of the plane that was very loud and scary. My doughtier and I were seated on the other side of the plane so we couldn't see what is happening but when we looked at the face expressions and comments of the passengers on the right side we started questioning our own safety mid flight. Constant turbulence during the flight did not help our anxiety because we thought that turbulence is the outcome of the bad noise from the same engine.
Propellers noise on this plane is very loud but this banging noise has over powered the propellers noise. Sounded like the metal bending and crushing just before the plane crash in the movies. Teodora asked me what I think that noise is and I had to tell her that I was very afraid for our life. Noise was getting louder as the flight went on and there was no explanation from the crew or the Pilot what is going on.
As soon as the plane landed on the Calgary airport, we left the plane and looked from the inside of the airport's window and saw 5 mechanics opening the front cover of the plane.
That image is in my had then, will be there tomorrow and it will be there for the rest of my life because that moment I have realised that that noise was a very serious problem and we all could have died. I have taken a few pictures of the mechanics rushing to the engine and removing the covers of the engine. I have shown this pictures to my family in Serbia and Montenegro and they are admiring our courage to get back in the plane and fly back to our home in Edmonton
Today I am very mentally unstable thinking about making plans to go visit our family in Europe again in future.
I hope that Air Canada organisation read this email and understand that this fears of flying again are nothing less that real and contacts us and in some way help us over come our anxiety of flying.