Air Canada
Reviews and Complaints

I regret to say that my experience with Air Canada last Friday June 9th, was one of the most frustrating days I have spent in a long time. Up until that time, I would have rated it as one of the better airlines with respect to customer service in all my many years of travelling the world. 5 tickets were originally purchased on Air Canada by me for 3 adults and 2 children arriving in San Diego from Montreal on May 29th. That part of the trip went without incident. However, when it was time to get ready for the return on June 9th, for the return trip home on June 10th, that was when the problems started. All 5 passengers had their passports stolen from a Disneyland hotel that week. The mishap wasn’t discovered until it was time to pack. Numerous calls to the hotel yielded no results and upon calling the Canadian consulate, they were told there was no way they could get on a plane to Montreal without passports, even after filing a police report which they did. Their only alternative would be to fly into a U.S. city and then try and rent a car to drive to Montreal. We called Air Canada to see if they could change our tickets to a United Flight to JFK on the 10th and their answer was they were unable to do anything and to call their partner United. Calling United was not any more helpful. They told us it was an Air Canada problem and couldn’t help. That back and forth took several hours. We were dealing with 2 adults, 2 children under 11 and an elderly person with serious medical and mobility problems. They had not taken a vacation in years and I brought them to San Diego to visit myself (their 87 year old aunt and sister) whom they had not seen for years and had serious medical problems herself. Finally after more than 4 hours on the phone the only 5 tickets we could find were with Jet Blue who were far more accommodating. This was turning out to be a very expensive vacation. But it doesn’t end there. When they got to JFK they were able after several hours to find a Car Rental agency that was sensitive to their plight and rented them a car in the amount of $400 that they could drive to Montreal. They finally arrived home Sunday at 4 a.m. I have all the. Documention and receipts as does my nephew if you need them. If ever I am able to travel in the future, I will not hesitate to book with a different airline. This whole debacle has changed my perception about Air Canada’s customer service.

Estelle Ebert

7450 Olivetas Avenue

La Jolla,California 92037

[protected].

o Whom It may Concern,

I write you today in relation to erratic service levels between Montreal and Toronto. I’m an 80-year-old active owner who operates businesses in Montreal, Toronto, Hamilton, Edmonton and Chicago. Before Covid, I flew approximately 2 segments per week on AC. I had planned to resume flying again this year but was put off by the lack of consistent on time performance between YYZ and YUL. I had assumed that these issues were the result of staffing problems. I started to resume travel in February then got Covid myself.

I’ve tried to resume my Thursday day trips to Montreal since then and although not back to old standards it was at least 6/10. June 1st (your infamous computer glitch) and today were something extraterrestrial. I’ll relate today’s events:

* Picked up my Boarding Pass at YYZ Concierge @ 7:15 a.m. gate D31 AC 402 seat 4C

* Cleared Nexus (jam only 1 line) by 7:35

* Gate D31 now said Charlottetown flight and go to gate D44

* Gate 44 showed an Ottawa flight.

* Received text message that AC 402 was delayed at Gate 44 until 10:00.

* By now I would have missed all possibilities of having my meetings in Montreal.

* Revisited your Concierge Office @ YYZ to advise them of my issues and frustrations.

* They didn’t know of these issues but it all popped on their screens while I was talking.

I hope I’m wrong but I can only conclude that you’ve written off Business Class day trippers like myself between Montreal and Toronto because of the lack of consistent on time performance. The recent “go to” message is an unscheduled maintenance event which begs the question as to why you don’t have scheduled maintenance events and aircraft checks a minimum of 2 hours before scheduled flight times.

Air Canada on the ground service people are great and I think this is largely the fault of new upper management that is more interested in spread sheets and illusive performance goals and bonus models than acting like a national carrier. I’m deeply aware that you have to work with the worst run airport in the world, YYZ and an out of touch Transport Minister but that doesn’t excuse made at Air Canada issues. The other biggest on time killer is allowing people 3 bags in economy instead of charging them in advance so you don’t have to go through this charade of offering free luggage checking at the gate. People in business class get hit in the head with luggage and knapsacks (they’re a killer) because there isn’t any policing of economy passengers dumping their baggage in overhead business bins. This results in your in flight crew running around to find space for bags that in the end have to be checked anyway. This alone delays flights 10-15 minutes. I’m not looking for any compensation (PLEASE NO) but I do hope this ultimately gets to out of touch decision makers. Upper management has to be involved because if a Super Elite loyal (58 year) customer is treated like this, I can only speculate on what happens to other less fortunate people.

Given that I’m not holding up much hope on YYZ-YUL service improvements why wouldn’t AC consider setting up a different service model for Super Elite Business Class Service Model:

One return Service Trip offering between YYZ and YUL. Pick times based on your own marketing but say 7:00 AM, 7:00PM between both cities.

Currently flight passes cost $777.23/per segment tax incl.

Double the rate to $1554.46/segment

Raise the purchase to 20 segments or more while you market test the concept.

If none of the above is doable, I guess I’m left with working on a charter service model that would include like minded Super Elites that travel between Montreal and Toronto. Failing that the car and a stay overnight model.

Please get back to me on whether your management sees any hope in dealing with your systemic and persistent service failures.

Don Regan

President and CEO

Ronsco Inc.

Super Elite # [protected]

Dear Sir or Madam:

My wife and I have been trying, since early November 2022 to get Air Canada ("AC") to credit the air miles that my wife rightfully earned under her Aeroplan. AC first confirmed on November 11, 2022, that it would credit the missing air miles. Please see email below:

Aeroplan

To:

[protected]@gmail.com

Fri, Nov 11, 2022 at 12:47 PM

Your points will be credited to your account within 48 hours Web version

header_top

logo

0 pts*

header_bottom

Hello Hue Ly,



Your points are on the way

alt text

We’re happy to tell you that we’re crediting your missing Aeroplan® points for the following flight:

Name on ticket:

HUE LY

Flight #:

540

Ticket #:

[protected]

Departure airport:

SEA

Arrival airport:

YYZ

Departure date:

2022-10-04

Airline:

AC

We’ll deposit your points into your account within 48 hours. Please keep this email as a reference.

View dashboard

Since that date, we have tried, repeatedly, to get AC to credit those air miles it promised. Its customer service does not appear to be reading our requests. Each customer service agent glibly forward our request to the next agent in the bureaucracy. Please the emails below for the latest.

Thu Lai

To:

customercare.[protected]@aircanada.ca

Sun, Jun 4 at 10:35 PM

Dear Sir or Madam:

Please see the string of emails below.

All we're requesting is the Aeroplan miles that my wife is justly due.

We've been very patiently waiting for a definitive response from Air Canada for many months now.

Please let us know once and for all when you will credit my wife with her Aeroplan miles.

We like Air Canada very much. But we do not appreciate its customer service. We'd like to continue patronizing it but are finding it more and more difficult because of our difficulty in protecting my wife's rights.

Please respond to us at your earliest convenience as to when my wife will get her credits.

And she also has not yet received credits for her Oct. 4, 2022 trip from Toronto top Seattle.

Name: Hue Ly

Aeroplan # [protected]

Booking reference # 4IPSEV

Ticket # [protected]

AC 540 from Seatac (SEA) to Pearson (YYZ) on Oct. 04, 2022

AC 543 from Pearson (YYZ) to Seatac (SEA) on Feb. 08, 2023

Thank you for your help and prompt response.

Thu Lai

----- Forwarded Message -----

From: Customer Care – Service Client

To: Thu Lai

Sent: Thursday, March 9, 2023 at 03:27:03 PM PST

Subject: Missing Aeroplan miles AC:[protected]

Case Number: CAS-5759566-Q1F6L2

Dear Mr. Lai,

Thank you for contacting Air Canada Customer Relations. Your email has been forwarded to our Aeroplan team and they will be happy to assist you.

If your request can be completed, you will receive confirmation by email. Otherwise, an Aeroplan agent will contact you directly with more details.

We appreciate your patience. If you require immediate assistance with a booking, please contact the Aeroplan Contact Centre by calling [protected].

Sincerely,

Nerinder Badesha

Customer Relations

Air Canada

------ Original Message ------

From: [protected]@yahoo.com

Sent: 2023/02/20 12:10 AM

Subject: Missing Aeroplan miles

Dear Sir or Madam:

It has been extremely difficult for me to request missing Aeroplan for my wife, Hue Ly, Aeroplan # [protected].

She took the same AC541 October 04, 2022, flight with me (ticket # [protected]) but still has not been credited with the Aeroplan miles for that leg of the trip. I have spent numerous frustrating hours requesting her missing miles from your website.

I was told she would be receiving those missing miles but she still has NOT received them yet.

I had surgery on my throat so cannot speak. I can only communicate via emails and texts.

There should be plenty of documentation in your records showing my many attempts at requesting the missing Aeroplan miles for my wife. My wife and I fly Air Canada exclusively to our Toronto home. We are extremely satisfied with Air Canada except for this issue of missing miles.

Please help us and credit those missing miles to my wife Aeroplan.

Thank you.

Sincerely,

Thu Lai

Customer Care – Service Client

To:

Hue Ly

Fri, Jun 9 at 10:18 AM

Your case number is:  CAS-6190933-X4H7Q2 

Dear Ms. Ly,

To request missing points for a flight, please visit aircanada.com/missingpoints.

Please allow a minimum of eight days after your flight before submitting a request.

If you require further assistance, contact the Aeroplan Contact Centre at [protected]

Sincerely,

Carol Tevez 

Customer Relations

Air Canada

To serve you better, I kindly ask that you do not change the subject line if responding to this email.

------ Original Message ------

From:  [protected]@yahoo.com 

Sent:  2023/06/06 1:02 AM 

Subject:  Case number CAS-5759566-Q1F6L2 

 Dear Sir or Madam:

I have been trying to request missing Aeroplan miles ("missing miles") for my round trip from Seatac to Pearson airports for several months now. I started my initial requests for missing miles on November 11, 2022. Air Canada's customer service (CS) telephone would invariably disconnect my call after several hours of holding. So I had to do it over its website.

On 11/11/2022, Air Canada's Aeroplan website promised to credit my missing miles to my "...account within 48 hours." That was on 11/11/2022. I am still waiting for them. And that, despite two emails from CS several months apart.

I am very happy to see Air Canada and its customer service employees are very busy. I just have a very simple request and am only trying to assert my rights to legitimate missing miles. This should not take seven months of still unresolved inaction.

Please credit my missing air miles at your earliest opportunity. It's only a total of 4,104 points.

Thank you for a prompt response.

Hue Ly 

My wife is not fluent in English. I am fluent but cannot talk because I had surgery on my throat.

The above emails clearly demonstrate the uncaring attitude of AC's customer service agent. Please help us get what my wife deserves and compel AC to honor its promises.

Thank you for your help.

Sincerely,

Thu Lai

On 06/04, at 10:55 pm are flight from Vancouver to Toronto on Air Canada, Flight AC182 was scheduled. At 8:36 pm it was rescheduled for 00:00 due to operational issue. At 9:39 pm it was rescheduled for 1:30 am due to pilot scheduling. At 12:16 am is was cancelled due to crew restraints. At 1:30 am Air Canada clerk told us they would give us a room at a hotel that was 45 minutes away, after shuttle arrives. This at a minimum would be 2:30 am at hotel. Then said we would have to be back in airport at 5:30 am, for flight on Delta, and didn't know if shuttle from hotel operated at 4:30 am. Maybe we might be able to get a cab. That's 2 hrs., maybe, at hotel. That was too risky. Clerk then told us to walk to other end of airport to get Delta tickets. They were closed. Had to wait for them to open later that morning. Air Canada clerk said Delta would not charge for bags because we paid them. WRONG.

We spent 19 hrs. in airport. My wife got sick in airport with her diabetes. Day after we got home, she had to go to emergency room for heart complications due to this stressful experience and being awake for 38 hrs. straight. Air Canada's website says we are eligible for compensation, I won't hold my breath.

We have an issue that needs to be resolved with compensation for the downgrade for 8 tickets from business class Air Canada that we paid for from SFO to Tokyo but had to fly economy via Air Korea on 4/8/23 and 4/9/23 connecting in Vancouver. 

The Air Korea flights which routed up to Seoul to Tokyo instead. We had to take were KE024 on Apr 8 2023 (4 tickets) and KE719 on Apr 9 2023 (4 tickets)
There is already a case number on this issue, but there has been no satisfactory resolution/compensation, and it’s been over two months!

Case ID: case number: CAS-6007205-J7V4V5. I booked the original tickets with BusinessClass.com They have reached out to Air Canada already but have not been offered any refund for the downgrade, even though it Is fully documented that we had to take economy flights. It should be straightforward that we get this refund as everyone at the airport at the time assured us this was no problem, but 2 months have passed with no refund or compensation of any kind for the hassle of Air Canada delaying the flight and incorrectly booking us on Air Korea.

Booking reference: DT56850

Air Canada: 4CLDW

Air Canada DELAYED the flight, which meant we would have missed our connecting flight.

I called Air Canada and they put us all on a flight out of SFO at 12:50PM (only 10 mins before my original flight) and rerouted us on Korean Air to Seoul for a 3 hour layover and arrived in Haneda, Tokyo at 10:50PM. Well, when I got to the airport, the Korean Air people would not process the ticket because they said Air Canada booked us in First Class and they can't accept that unless we paid $10,000 USD more for each ticket. They had NO business class tickets. So we basically had to downgrade to economy seats, they only had 3 seats together and the other seat was in an emergency exit row so it was very uncomfortable for my husband. This took a long time to fix and change the ticketing codes so we were left confused and frustrated at SFO. We were the last ones on the flight.

The agent at Korean Air said they notated our account and that when we got home, all we had to do was show our economy boarding passes and that we could get a price difference. So far we haven’t received ANYTHING.The Air Korea flights we had to take were KE024 on Apr 8 2023 (4 tickets) and KE719 on Apr 9 2023 (4 tickets)

 Please contact me and help me resolve this issue. My email is [protected]@gmail.com.

Hello, I booked my first flight with Air Canada for a round trip vacation to Greece. The booking was done through Expedia. I departed on May 21, 2023 from Orlando Florida on flight AC1637 connecting to Montreal Canada. I left Montreal Canada May 21, 2023 on flight AC898 and arrived on May 22, 2023 in Athens Greece. On my return trip, I left Athens Greece on June 2, 2023 on flight AC899 to Montreal Canada. My next flight was from Montreal Canada to Orlando Florida on flight AC1638 which got canceled by Air Canada while I was waiting at the gate. I had to go to baggage claim and pickup my luggage and then proceed to Air Canada's ticket counter to get rebooked on a flight which was leaving the next day on June 3, 2023 on flight AC1634 at 7:30am. My problem developed because until my original flight from Montreal Canada to Orlando Florida, I had a traveling companion but he departed on a different flight out of Montreal Canada, so I was alone. I am 81 years old with limited eyesight, so it was overwhelming for me to negotiate the airport trying to find baggage claim, the correct ticket counter, get a hotel and meal voucher for the night. I was able to find an agent who was very helpful and walked me over to the counter that helps handicapped travelers. By the time I got to my assigned hotel, there was no time to use the $10 voucher for food. I managed to get 4 1/2 hours sleep before I had to be back at the airport for my new flight home. I was able to use the voucher at the airport for one coffee and a muffin. This was my first time flying with Air Canada and I had hoped that it would have been a nice experience but it turned out differently which was sad. I had heard such good reviews on your airline I decided to fly with you.

Leo J Schick Jr

4208 Galloway Court

Sebastian, FL 32958

Email: [protected]@aol.com

Mobile: [protected]

I had 4 flights on June 1st 2023 first one leaving from London Ont to Toronto was on time but my flight in Toronto I was supposed to leave at 10:10am and didn’t leave to Ottawa until 1540hrs which caused me to to miss my meeting in Ottawa I had to pay for a sitter and I was supposed to arrive home at 445pm in London but didn’t return until 2345hrs. That is just ridiculous and I want a refund. I missed my meeting and therefore lost an entire days pay. They didn’t even offer to buy lunch,Dinner nothing.

Purchased rd trip tics Boston to Montreal on 7-3-22 return 7-5-22 paid in full. You cancelled flt fron Boston to Montreal on wed. had to rent auto to drive up for funeral on sat. returned home by auto to Boston because was told by A/C flight to Boston was iffy? We received $ back for flt up and was giving a flt voucher from Canada to Boston to use later since that flt wasn't cancelled? You didn't fly us up there and we had no idea you'd fly us back so we rented the auto for a round trip. The last of our family in Canada has ended with the funeral we went to and i'am 82 yrs old and my wife is right behind me and our flying around everywhere is pretty much over. We'll never use the credit from Montreal to Boston so we would like a refund of what we spent $133.13 x 2 =$266.26

Remember it wasn't our fault we couldn't fly to Montreal so there's no way we could have flown back to Boston due to the Covid, pilot shortage, no planes etc. we couldn't risk renting the auto one way and be stranded in Montreal if flt. was cancelled?
we booked on 6-4-22
Joseph Lacey 8 Berry st. Norton Mass 02766
Home [protected] cell [protected]
Flight info # 2bjwg6 tic # [protected]) and [protected])
Dated

AC 1947 YYZ-YWG. SATURDAY MAY 27th 14:40

We were made to sit on the plane for an hour while soft drinks and coffee were brought on board. We would have all been happy to forgo a sip of coke and left and arrived on time. Cocooned in a very tight seating arrangement so we could have coke on board was infuriating. Who makes these kind of decisions- I guarantee it wasn’t someone in a middle seat in economy

Harold Westdal

[protected]@outlook.com

May 27th, 2023

Subject: Formal Complaint Regarding Unprofessional and Careless Service

Dear customer service,

We please ask to take this complain very seriously and pay attention to each detail in this complain cause we have been treated as if it was our problem not to catch a flight when it was caused by the Airline employee in a very clear manor. Unprofessional, careless attitude and false info by an Air Canada employee leaded us to not take our flight at the airport. This huge incident resulted in missing our flight, vacation package, huge charge, and very stressful time to all of our family members. Our right has been taking away from us due to this huge incident and we strongly need our right back.

We booked Air Canada vacation for our family, 4 passengers flight number 1790 to leave Montreal YUL airport at 1:15 pm to Punta Cana on May 26th 2023. We arrived to the airport on time, waited in line and got to the check in counter. The employee who was servicing us did not check in the bags and left it out waiting to see the E Ticket that we need to get in to Punta Cana. We spent long time at the counter and bags did not get in cause of his careless attitude. He was talking to another coworker and distracted too from helping us properly. We had an issue completing the E Ticket cause he requested 4 different E Tickets for 4 of us where he should accepted the family one like we used to do always. On top of that the confirmation number that was not clear since our booking didn’t say confirmation number and instead was referred to by reference number on the ticket we got which are 2 different numbers. He told us wrong info about which number to use.

The employee who was servicing us and his name is Hassan was not helpful and did few mistakes. First mistake Hassan did which was a major one that he said we would need an E Ticket for each of us to complete with different bar codes, he refused to accept one family E Ticket which we always did before. We did the family E Ticket next day when we took the other flight and got accepted. He wasted our time talking about 4 different tickets which was so wrong. One E Ticket for all of us which is totally the right option would have made us checking in instead of trying to do one each by his wrong directions. It’s not our first time going to Punta Cana and we did this E Ticket many times before. Second mistake that he gave us the wrong info by saying that we do not need the confirmation number for the return flight to complete the each E Ticket that asked for our return to Canada info. That costed us so much time to complete a ticket for each of us like he requested cause the E Ticket was not completed if we don’t do the 2 steps at once. The third mistake and wrong info he gave on top that we don’t require the confirmation number for the return, that it was not the same number we are using witch was not true. We did require that to complete the E Ticket and the number we were using was totally right but his directions that we should have another number wasted more of our time. The fourth huge mistake that he did not check our bags in on timely manor because of this issue that he created about the E Ticket, acted in a very careless way for letting us onboarding our bags. The fifth mistake he did that he left us at the end and went to a break not caring that our bags didn’t go in or to help us complete our on boarding. Another Lady came in and tried her best but it was too late to onboard bags. It was confirmed by Hassan’s coworker that he did wrong by not onboarding our bags on time and that he did not perform right. The other employee confirmed that he should have onboarded our bags and taken this seriously. Hassan costed us to lose our flight where we have been at that counter for one full hour because of all this unacceptable attitude, service, and errors that have been done from his side. The other employee started calling to ask to onboard our bags to fix what happened but she couldn’t. His coworker admitted that it was his huge mistake. It looked like he didn’t want us to onboard!

We called Air Canada vacation and spent many hours trying to not lose our package. We had to pay $3897 extra on top of our package that was paid before which was $4416. I have been told that I will lose my money and vacation so I paid extra and lost my package because of many mistakes happened when I am checking in. I lost one day of my vacation that they won’t give me back unless I arrange with the hotel and pay more money too. I did not have other choices to avoid losing my vacation, there was big emotional and financial harm that affected our family.

We came on May 27th to onboard and when we were at the gate there was an announcement for people to complete their E Tickets in case it was not completed to enter Punta Cana. There were some people completing the E Ticket at that stage where they checked in their bags and passed all security check and made it to the gate! We lost our flight yesterday because of something that we can complete after we check our bags in and get to the gate, but we were not let in. How come that practice can be accepted from that employee who gave us wrong info and didn’t complete the bags check in. We have been told by the employee that tried to help us that onboarding our bags was the main reason for why we missed the flight, the reason why our bags got delayed is Hassan’s wrong performance and errors. We couldn’t complete the E Ticket cause of him misdirecting us then being careless to check our bags in when he had enough time. The lady who serviced us next day which is an Air Canada employee too explained again that what happened was wrong and told us to complete the complain. She was the same one who witnessed what happened the night before and tried to help at the end but couldn’t.

I paid $3897 extra on top of my original package which was $4416, lost one full day, had to book a hotel in Montreal to spend the night, went through hard time with my family cause of the stress we faced losing our vacation, my arrival to PuntaCana was not taking care of anymore since it says I have to arrange my arrival to the airport, even my bags were applicable to charge now originally was free. All this happened cause of an Air Canada employee who did many mistakes leaded to this. I am very disappointed and my family as well. I am asking very strongly to an action to be taken to refund my money and extend my stay in PuntaCana for one more day so I get back my full week. We are charged extra, our accommodations changed and now we have to take care of our transportation, the whole deal is gone and that’s because of the airport Air Canada employee mistakes. How can other people onboard their bags with no E Ticket and that was announced at the gate clearly. How come our bags didn’t get onboarded on the right time because of wrong info we got from the employee Hassan and his careless attitude.

We are as a family asking to have a refund and extend our vacation to get back our package. I always preferred Air Canada vacations rather than going with other companies, I would really appreciate that an action will be taken immediately to satisfy the customer service expectations. Our vacation was booked to relief my daughter and support her mental health cause of facing some difficulties. What happened to us caused a very negative impact and stress to all of us and her. We spent a whole day and next morning on phones trying to get our flight back. Our vacation was planned to have a relaxing time and instead it went to a very difficult experience.

I am in a management position working in a big organization, my extensive management experience taught me that customer service is above everything and that any big respected organization should take fair actions for incidents when it happens to satisfy their customers and keep the service. Our situation was in no mean a no show from our side to our flight, it’s a very serious case of losing our flight and money because of an extreme unprofessional service we got at the check in counter. False information were given to us and huge mistakes were done by the employee for us not to catch our flight. It’s really sad cause we are Air Canada customers as a family and through our work organization. Also, we asked more than one agent in the airport after we heard the announcement that you can do your E Ticket at any stage before you get to the plane even at the gate, they told us yes we can so the whole incident that happened was for no valid reason. It’s very disappointing that we lost our flight and package because of careless attitude and lack of knowledge from that employee side.

Our case was completely pathetic, words cannot even expresse or explain the anger we feel, I can’t even imagine the disrespect me and my family had to go through especially from an employee working for a professional airline service. We lost our vacation package because of a careless employee who cannot do his job properly and is taking it lightly when it is known the consequences we could face if we miss our flight. We were treated unprofessionally and with no care. This is not a fast food service, this is once again a professional air line service whom we expect to treat us with care and professionally. He did many mistakes that leaded to this situation.

I hope to get a fast respond to this complain and to get my refund plus extend my stay at Punta Cana for the day that we lost because of this huge incident.

Regards,

[edited]

Re: Booking reference 2EHG6U

May18th phoned Air Canada (and KLM) to enquire about taking two dogs on the same flight as me from Toronto Pearson to London Heathrow.

Was told by the agent that I had to first purchase the tickets online and then phone the reservation office and then I could take one small dog with me on the flight and the other larger dog would go as cargo.

May 24th purchased two Air Canada tickets online.

May 24th phoned reservations straight away to book the dogs on the same flight as me. Could not get through to a live agent as you were experiencing "Extremely high call volumes"

May25th First thing in the morning phoned Air Canada reservations again to no avail. Could not get through to a live agent as you were experiencing "Extremely high call volumes". I persisted the whole day and waited more than an hour to speak to an agent.

The first Air Canada agent was not qualified to answer my questions and help me in my booking to get the two dogs on the aircraft with me.

I then phoned back and requested Air Canada call back - again spoke to another agent who was not trained to help put a dog on the aircraft.

Phoned again, by which time I was running out of my 24hours to cancel my flight and book with KLM (I have flown with a dog before on KLM with no trouble).

I finally got through to a well trained agent who tried to help me get the dogs on the same flight as I was but I was then told that I need to visit the website https://www.ipata.org/ipata-pet-shippers-air-and-ground and they would help me get may dogs on the flight.

My complaint is two fold.

1. Your agents should be better trained to handle a query about transporting dogs on your aircraft - they should have given me the correct information from the start. If you have an inexperienced Air Canada representative then they should be able transfer me to an experienced agent that can give me the correct information. Shoddy customer service.

2. Your wait times are impossible. The whole day was taken up trying to speak to you. One can not get through to talk to a representative and when you do get through the representative is not fully trained on the offerings and procedures of the company. I understand that it is not an everyday occurrence for people to be travelling with their pets - but you should have the facility to speak to a more senior representative.

1. Top one would be to get both my dogs on the same flight as myself, If Air Canada can reserve their space so the IPATA agent can book that would be first prize for me. 2. The second option if the first is not possible. The ability to cancel my flight and receive a full monetary refund so I can fly with KLM with my pets.

Hello, I would like to file a complaint against Air Canada's service on our 1-day trip to Canada for a family event. The airline never informed us that our 4:45 pm flight was cancelled, and they gave us the last flight for the day at 7:55 pm and that flight was delayed till almost 10pm. Prior to this incident after we learned about the flight cancellation and delay, I was considered by the TSA as a criminal and moved me aside and invaded by privacy not once but thrice. I am a 5 ft tall lady and have no criminal history whatsoever. And big, hefty guys were able to by-pass me and I was scrutinized and asked to remove everything from my hand luggage. They seem like they had no idea what a hair straightener was and kept examining it. And my scrutiny at the security checkpoint didn't end. They again checked me after security check and the final time - I had it and it was at the boarding gate. At that point, I asked the officer at the gate if I looked like a criminal. He got upset and took my boarding pass. I have flown to many places in all my years. But this is the first time I had this experience. I am wondering if they did this to me because I am a person of color and the humiliation is unacceptable.

I demand an answer for their service and customer service. I had to urgently return back home for matters that could not wait, and Air Canada cancelled our flight and then delayed the flight that left me coming home after almost 7 hours delay. I would expect Air Canada to refund back my money and provide an explanation to their service.

It is very upsetting to see how people of color are always targeted.

Very bad poor service

Hello,

My wife and I travelled to Varadero via Air Canada Vacation package for May 14-21, 2023. Our booking reference is 4XYSJ6. During our stay on May 17th, we got a call from our daughter from Canada that her husband was admitted to the hospital and was in ICU. He is to go through emergency surgery. We were in deep shock and had to return to Toronto. We tried to reach both AC Varadero to make new flight arrangements for next flight which was the next day Thurs but it was closed. We called the 1-866-xxxxxxxx for Air Canada vacations but this number could not be reached from Cuba. We had to call a friend from Toronto to call Air Canada Vacations and talked to a rep there who advised that there were no seats available from Air Canada Vacations and our best bet is to buy new tickets from whoever can offer.

Ironically, there were seats available if we book online via AC. Due to emergency, we have no choice but to book 2 tickets for next date flight AC1741/18 May, our booking reference is 3PKCOR. We paid like Cad 1400.00+
We need some help to recover some sort of refund on the air tickets, since we travelled on AC on the return anyway. We would appreciate it if our case can be reviewed on compassionate ground and hopefully approved for refund. If additional info is required, please do not hesitate to contact us at [protected]@rogers.com or mobile [protected].

Thank you in advance.

Best Regards,

King YUESIKKIN.

Original Flights: 04/22/23 Airline confirmation #3WDFZK Air Canada Toronto to Sarasota
Ticket # [protected] AC 1632
Ticket # [protected] AC1632
Original Flights: 04/29/23 Airline confirmation #3WDFZK Air Canada Sarasota to Toronto
Rebooked flights: for 04/23/23 Airline confirmation #4Q0D23 Air Canada Toronto to Sarasota
Ticket#[protected] AC133
Ticket#[protected] AC133
Rebooked Flight in Question for 04/29/23 Airline confirmation #4Q0D23 Air Canada Sarasota to Toronto****side note - this is the same flight we were originally booked on, there was only one flight out directly to Toronto that day and time.

Service I am complaining about: Unnecessary charges for a return flight.
On April 22, 2023 we missed our flight to Sarasota Florida from Toronto Pearson Airport (due to unforeseen circumstances, an accident on the 407). Though we arrived an hour before take off! FYI: It typically takes an hour for us to get to the airport, we left our home four hours before our flight.
The Air Canada manager told us we had two choices

1: We can get on the flight without our luggage, because we have no one to take the luggage to the plane.

2: Rebook for the next direct flight going tomorrow, and she stated because we booked with a third party there is nothing, they can do for us other than to accept one of the two options!

We were completely surprised that an hour before our flight, it was too late to load the luggage, needless to say the manager was quite blunt and rude to us, she showed no empathy.

Being completely dismayed and stressed, we opted for #2 as we needed our luggage with us. My husband and I are in our middle to late sixties “completely shocked at this unexpected event” we contacted Air Canada customer service to rebook. The agent told us that that our flight there would be $500.00 for both of us which we accepted, however our return flight would be $900.00? Due to our high stress level, we were carless and not thinking clearly, so we accepted the cost for the return flight as well.

After thinking rationally: My husband and I discussed and questioned, why would we have to book a return flight when we already have a return ticket? Yes, we accepted that as well, but why would your agent even offer a return ticket when she knew we had return tickets, she knew our circumstances of which we explained to her? We feel that we were taken advantage during this difficult and desperate time.

My aged parents, George and Ammini travelled from Toronto to India by air canada on May 14, from Toronto to Kochi, their plane was supposed to take off from Toronto at 22:50 and my parents got boarded on plane at 21:50 and was in the plane without taking off till 02;15 in the morning the next day. They were mentally and physically tired and exhausted. They are 84 years old and 77years old. They missed their connection flight, which was supposed to be taken off on may 15, at 21:25 hours, emirates from Dubai to Kochi, instead they were asked to stay and was only able to leave Dubai only on May 16 at 20:30 hours by fly Dubai. I contacted the airport authorities and asked them either to send them to Kochi in the next flight, considering their age. The airport authorities made them stay in the airport for 3 to4 hours as the decisions kept changing and after that they issued ticket for the next night. They said they will transfer my parents to lounge, and my father requested to transfer to a hotel to take rest as they were very tired, after much request from my father, they transferred my parents to a hotel. After reaching the hotel with all the stress and being exhausted, my mother vomited and her blood pressure was high and she was given Intravenous fluids. My parents said the food at the hotel was awful and they reached Kochi exhausted and tired. If the flight was on time, none of these would have happened. I am very disappointed the way it was handled, they did not prioritize their old age.

Dear Sir/ Madam

I am writing to express my dissatisfaction with the recent travel experience I encountered on my round trip from Ottawa (YOW) to Delhi (DEL), booked under Reference number 2MT9CS. Due to Air Canada's poor scheduling, I was unable to make my connecting flights, which resulted in inconvenience and stress.

My connecting flight, AC042, was scheduled to depart from YYZ on May 4 at 20.10, which is 64 minutes before my arrival in Toronto. Flight AC463 was late leaving Ottawa, therefore arriving late arriving in Toronto. This made it impossible for me to board AC042 on time.

During my flight to Toronto, I asked two flight attendants to allow me to disembark first because of the short time frame for the connection. It was implied that an announcement would be made to this effect. (However, no announcement was made.) I was near the back of the plane, so I had to wait for a multitude of people to disembark. I also asked if the pilot of the departing plane could be contacted to confirm that I was on my way. The response was that he knew that I was coming. Also, I was told that there would be someone waiting to guide me to the departure gate. There was noone to assist me. I made my way to the departure gate as quickly as I could. When I arrived, I was informed that the plane was closed and I could not embark. I was sent to a customer service desk where I was rebooked on flight AC858 to London. Again, this plane was running late and I missed the connection AI112. I had to be reassigned to flight BA257. This resulted in another long layover. Finally, I boarded flight BA257 at 18.00.

As a result, I lost a paid hotel stay in Delhi for the night of May5 and the sight-seeing trip that was booked for the day of May 6.

Air Canada's scheduling of an impossible trip with two unattainable connections has left me extremely disappointed and frustrated. I am requesting monetary compensation for the mental stress and inconvenience.

I look forward to your prompt response and a satisfactory resolution to this matter. Please do not hesitate to contact me at [protected]@hotmail.com if you require further information.

Sincerely,

VMelanson

January 20, 2023 A/C 441, A/C 982. Suitcase never arrived in Montego Bay Finally received on Sunday evening January 22, 2023.

Air Canada agent at airport completed a Missing Baggage Report.

I sent in my claim with attached documents Interim Expense Claim, List of Items, Missing Baggage Report, Airline Boarding passes. This was received by registered mail by Air Canada on February 2, 2023.

Have not received any response.

I call Air Canada and nobody can help me.

My claim is for $138.58US

Wei Tian
560 33e Av. 109#.
Lachine QC. Canada H8T 1Y8
[protected]@hotmail.com
May 11, 2023
Customer Relations Department
Air Canada
P.O. Box 64239,
RPO Thorncliffe
Calgary, AB, T2K 6J7
Canada

Subject: Complaint Regarding Impossible Flight Connection and Additional Ticket Cost
Dear Sir/Madam,

I am writing to express my dissatisfaction with the recent travel experience I encountered on my round trip from Montreal (YUL) to Zhengzhou (CGO), booked under reference number 2TA6PZ. Due to Air Canada's poor scheduling, I was unable to make my connecting flight, which resulted in additional expenses and inconvenience.

I had a long layover in Shenzhen (SZX) on May 6, 2023, and was scheduled to depart from SZX on ZH9051 on May 7 at 12:45, arriving in Tokyo (NRT) at 18:30. However, my connecting flight, AC06, was scheduled to depart from NRT on May 7 at 17:40, which is 50 minutes before my arrival in Tokyo. This made it impossible for me to board AC06 on time.

As a result, I missed my connection in Narita, and upon requesting assistance, the Air Canada staff refused to provide a boarding pass for the next available flight. Consequently, I was forced to purchase another ticket for AC06 on May 8, incurring additional costs and causing undue stress and inconvenience.

Air Canada's scheduling of an impossible trip with an unattainable connection has left me extremely disappointed and frustrated. I am requesting a full refund for the additional ticket I had to purchase due to this oversight and an explanation as to how such a scheduling error occurred.

I look forward to your prompt response and a satisfactory resolution to this matter. Please do not hesitate to contact me at [protected]@hotmail.com if you require further information.

Sincerely,

Wei Tian

On Sunday April 2, 2023 I flew from Calgary to Toronto to Pittsburgh on Air Canada. One of my bags did not arrive, my sportube, with my skis, poles and tennis shoes. There is no baggage claim office at the Pittsburgh office and no one was at the air Canada check in desk Sunday evening to file a claim.

On Monday April 3, 2023 I went on line to file a delayed baggage claim and I also called the delayed baggage phone number from the web site. In an email from Air Canada I received a case # CAS-5954297-G6B6Y4 and this: it may take as long as 20 days for an Air Canada representative to get back to you. I called several times the delayed baggage phone number but only got the recording to go online to file a claim, [protected]. It has been 5 weeks with no resolution and I called Air Canada service phone number they say they can not help me if I have a case number they are working on it.

my Air Canada air locator 44OHQY

Air Canada flight # AC 132 from Calgary to Toronto

Air Canada flight # AC 8923 from Toronto to Pittsburgh

bag check # [protected]

Dear sir/Madam,

I left Freetown-Sierra Leone on December 20, 2022. I arrived in Thunder Bay on December 22, 2022 at 2am. It was so unfortunate and heart rendering to find out that my two bags with identification tag numbers: AF 792774 and AF 792766 didn't arrive.

After several days one of the baggage with identification tag: AF 792774 was delivered on December 29, 2022 at 4pm damaged beyond repairs.

Items in the missing baggage worth over $6000. I have tried complaining several times but to no avail. I need my bag back or you replace it with how much it worth with all the stress the airline has caused me because of missing important documents.

The other baggage with identification tag: AF 792766 is still missing.

I have been so patient enough and at this time, I have no other option but to tender my claim for a return of either my missing baggage or refund damages of over $6000 baggage. Thanks for your immediate response.

Sincerely,

Bassie