Air Canada
Reviews and Complaints

Feb 21, 2023 I was booked Ref # 42T2TY, on Fight AC8198 departure 05:30. This flight as delayed due to Pilot Rest restrictions. I fully understand and accept the reasonableness of this delay and take no issue with it. Subsequently it was plain I would not be able to make my connection to fort Myers, AC1664 departing Toronto at 12:00 noon.

Upon arriving in Toronto the plane could not unload as there was no attendant available to escort passengers from the tarmac. after a wait of 20 mins the agent arrived only to find the doors to the terminal were locked and we were unable to deplane for a further 15 minutes.

I was rebooked for 14:05 AC8618 to Washington. This Flight was delayed 30 mins as Air Canada was unable to get a plane to the assigned gate. We eventually changed gates and were airborne approx 45 minutes late.

Upon arrival in Washington we were left sitting on the Tarmac for 40 minutes as there was a plane in our deplaning gate creating an inexcusable delay.

Subsequently I missed my connection with United UA2677 which departed at 17:00.

this was the final departure for Fort Myers thereby causing me to lose an entire day of my vacation, not to mention the untold disappointment and stress of the day.

The delays except for the rest delay were totally a result of mismanagement and poor coordination. Certainly not what I would expect from a World Class Airline. I believe Air Canada should compensate me for the loss and trials of my travel in this instance.

03 March 1:05pm

We drove 8hours from Northwest Territories to our closest airport in Grande Prairie. Our child’s car seat was lost by an airline. We were then contacted for the pick at the airport for a pickup. We wanted our quality seat back to make our trip back home on icy northern roads and we also had a tight timeline pick up our dog from the kennel before they closed, I asked an Air Canada employee for assistance for directions. She but needed to point the figure, make a suggestion, or go look! She told me I was not an Air Canada customer and she couldn’t not help me. I replied there must be someone in the airport that could help me, she replied there is no one at the WestJet desk until 2:30 you'll have to wait. I advised of my situation, I cannot wait - they just called, I added never mind, I’ll find someone else myself - I was done with her rudeness!

There was no one in departures, being a small airport. She finally got up from her office and stepped towards me to advise she can’t pass on another airlines luggage. ''That is not my expectation!'' I only needed her to get off her chair and point me to an individual or maybe flag someone who could help me.

She gave me the impression she couldn’t be bothered for my child’s safety or my time; that I’m not her problem so wait 90 minutes meaning for us to drive north of 60th parallel at night on traitorous roads in the dark where there are no houses for 4hours that equals a risk on our lives at sub 0 temperatures or pay another night for kenneling for our pet and another night of hotel. I don’t care who you work for, you don’t treat people this way when they are looking for help.

I took off searching and knocked on the neighboring door. That girl greeted me with a smile, and a how can I help. She provided me with excellent customer service for something that took 30 seconds !’

Something so simple to provided a better client perception and consideration Air Canada for our next travels.

Being a former bank manager my mandate was to providing training for custom services and my husband (Government employees being “your” A type client for Air Canada) can fairly judge the laziness and audacity of this individual. She escalates a simple issues to a whole new level especially after explaining our situation!

I was flabbergasted and might not have been so nice by thanking her sarcastically for her “great” customer service when I left the door. After passing the seat to my husband, I stepped back inside briefly to ask for the employee’s name Another lady at the counter declined and the individual at her desk was laughing at me as she sat her computer. A real insult, my apologies for not holding back, asked them ''this is how you get customers?''

We will NEVER consider Air Canada again and the word of mouth promises not to be positive.

Time was sensitive so I didn’t have time to request for her manager. I also know it would have no impacts to change or rectify what was done ….I know they would back each other and find sad excuses to their story.

I thought Air Canada management might be interested to hear my side of the story and help prevent further customer loss in the future, I'm sure it won't be hard to find who the individuals where at the Grande Prairie Airport working at 1:05pm on March 3rd.

I flew on Air Canada in December from Miami to Montreal.

My luggage never left your airline's custody. Upon arrival, I waited two hours but my luggage never arrived. I opened a tracer, and after more than a month, I was told my luggage was not found, even though thru CTV news we were told that Air Canada was giving all our luggage away to Charities because honestly, you don't give a [censored] about your passengers and the amount of money that we spent on all the articles in those cases. They are things that do not belong to you, to me...it's at least a 5000 dollar loss of clothing, makeup, snorkeling gear, shoes, blah, blah, blah...the list goes on...of things I need to replace because you don't care. I know you forgot that it is the airline's responsibility to find and return my luggage. I haven't heard from anyone about paying my claim, nothing.

A group of six people were returning from a week vacation in mexico and where travelling from cancun airport to halifax ns on the 15th of january. The flight on the 15th was delayed for hours because of technical issues and than finally cancelled. They paid for hotel that night and we got an ecoupon for 300.00. However the flight the next day which was january 16th was suppose to leave at 9 am but it was delayed over four hours because of no pilot to fly the plane. Some people in our group got a 400.00 cash rebate for the 16th but me and my husband did not because they told us it was because of the 15th delay that we didnt get out on time on the 16th. How can they compensate some people and not others is what I dont understand.

My Flight was delayed 6 hours then cancelled. We were booked to depart at 15:26 PM out of Cancun 24/Feb/2023.

Time 23:45 was the rebooked flight AC 2031 on another plane, we boarded the plane at 01:00 and departed Cancun by 01:30 AM.

I understand that we are entitled to compensation under the CTA Air Passenger Protection Regulations.

Our flight was delayed over 6 hours .

Antonio & Filomena Faiazza

#8 Robindale Crt.

Stoney Creek Ontario

L8E5S8

[protected]

Please Contact me A.S.A.P. Thank You

[protected]@sympatico.ca
Friday February 24, 2023
Marla and Frank Yanofsky
Booking reference 2KP5LP

My husband and I were scheduled to depart Ft. Lauderdale to Montreal at 6:40 pm.
We boarded the plane only to then be told to deplane …
There was no information given until approximately 10 or 10:30 pm when the flight was cancelled. At that point the information was unclear as to what to do next.
Finally an agent told us to get our checked bags and go upstairs to the Air Canada counter for assistance.
It took 1 hour and 20 minutes before the bags started to come out.
I waited in line upstairs while my husband waited for bags

No hotel vouchers were available. We were offered transport to a hotel of our own choosing and that we should submit the hotel receipt to Air Canada for repayment. Many hotels had no availability as it is spring break. We found a comfort inn and that bill totaled 244.92 US dollars ( this was reduced by 81.65 because the toilet was broken!)

I am complaining about the loss of 2 days of travel. From arriving at the airport
At 3 pm expecting to leave at 6:40 and instead leaving the next day at 2:15pm after spending a night at a hotel
We do believe that we are entitled to compensation for the disruption as well as the cost of the hotel

Flight delayed on Jan 16 2023 from Cancun to Halifax

Flight was suppose to leave at 9 am and never started boarding until well after 1pm.

Put in for compensation and was refused because our original flight was suppose to be the day before which was cancelled because of issues with the plane.

The new flight on the 16 was delayed because of no pilot to fly the plan

There was eight of us in our group that were vacationing together and one person in our group was compensated so far

Me and my husband were refused

We have all the emails we received with the reason for the delays

How can you refuse one person and give compensation to someone else

The reason the one person was compensated was because there was no pilot

We all received the same emails about the delays and we have all that information

We went thru a travel agent to book a trip to Las Vegas for 4 people in early January. Everything went well until our return. When getting our boarding passes one of our group saw on their pass it said SBY we were not sure what that meant so we asked one of the attendants what that meant he said she was on stand by but assured us that a seat would be found for her. This was not the case and actually her travel partner was told she had to get off the plane saying she was on stand by as well. We were four people travelling together in on car. What we cannot understand is how when we booked a month in advance and two of our group did not have a seat already saved for them. Please explain to us how this is OK for this was a huge inconvenience as they had to find another flight to get home and arrange for ride to get from Kelowna to Vernon where we live. They said it was because they did not book there seats which is wrong because the trip was booked a month in advance.

Mazhar Shaikh
Linda Shaikh
1111 Colborne Cres SW
Calgary T2T0R1
Feb 11, 2023
Air Canada Customer service
Our flights from Calgary to Fort Myer Booking Ref 2FXYT9
AC 146 Feb 9 from Calgary to Toronto, AC1664 Feb 10, from Toronto to Fort Myers

Dear Customer Service,
We purchased business class pass from Calgary to Florida. For the above travels we used four passes between myself and my wife Linda Shaikh.
Our flight from Calgary to Toronto was 3 hours late leaving due to mechanical issues.

When booking flights, our travel agent was not able find any business class seats from Toronto to Fort Myers, so booked us in the economy in case and put us om the wait list. When we arrived at the check in counter in Toronto, the counter staff advised me that there were two seats available in the business class. However, they could not give those seats to us as there was a Super Elite on the wait list. I protested that we have paid for this leg of our travels in business class and you are giving these seats to a person who has not paid for it and being upgraded instead of us .

All my protest was to no avail. We sat in seats 34B and 14B with very cramped seats and no chance to move when I had two very heavy people sitting on each side of me.
We find that we paid for business class travel and received less than economy as we traveled on rouge to Fort Myers.
We demand that our travels (for both of us) to Fort Myers be refunded as we did not get what we paid for.

Your truly
Mazhar Shaikh

I have contacted Air Canada 3 ties over several months and keep getting told someone will get back to me. As of yet, I have heard nothing.

My original message is as follows:

I have been advised by several Air Canada representatives to contact you regarding our recent disastrous flights/changes to our trip to London from July 12th to July 26th 2022 (original scheduled date of return). I am enclosing a list and attachments of records of items/services that we are entitled to be reimbursed for. During our trip planning process, from February 2022 to our travel date in July, our flights/ airports were changed by Air Canada at least 4 times resulting in massive rescheduling of our plans and creating undue and unreasonable stress. One of these changes included the upgraded seats (extra legroom) that we paid for, being changed to leftover standard seats in the last row in the plane (could not recline) that resulted in serious hardship/ pain due to my disability issues.

Another change that was forced upon us resulted in our trip having to be extended a day in addition to an 11 hour layover in the Toronto airport (which we spent trying unsuccessfully to get some sleep in a chair) and additional changes forced us to pay for a night in the Heathrow Airport for an obscene price. Additionally, during the months before our trip, I attempted to contact Air Canada customer services, in the attempt to switch the changes being made to something more reasonable. Every single time, the waiting time was 3+ hours, or a recording stating no phone calls were being received at the time at all. Two of the times that I waited this ridiculous amount of time, I was disconnected shortly after the representative finally answered. The few times that I called and actually was successful in getting to speak to an agent, their accent was so thick I could not understand what they were saying to me. In addition, I was treated extremely rudely and unprofessionally most of the times I called. The flights we took were delayed multiple times while we waited at the gate, again setting a chain reaction in motion that forced us to scramble to make other arrangements (housesitters, dog boarding , transportation, etc.).

Then, when we thought things couldn't get any worse, two of our checked luggage were “lost” for the first 3 days of our trip to London (resulting in us having to spend time going out and replacing essential personal items) and then all four of our bags were lost on the return trip home and had to be delivered to our house 2 days later. When the currier finally delivered our luggage, one of the carry-ons that we were forced to check at the last minute due to “a full plane,” was damaged to the point that it is now unusable. The handle is bent and the wheel at the base of that handle is detached on one side completely. This is part of a set and cannot be replaced as a single. We will NEVER use Air Canada again and will advise our friends to avoid Air Canada as well. We expect full compensation of the items and services that we were not provided with or had to purchase because of such negligence. I am sure that it is of no importance to Air Canada, but this trip was our first international get away and was planned to celebrate our 35th wedding anniversary. Please provide receipt of this email with an outline of when we should expect the compensation that is due to us.

David and Lisa Purinton

Upgraded seating on trip to London $374.64 US Currency

Hotel at Heathrow Garden Inn terminal 2 $323.23 US Currency

Personal items replaced due to lost bags $199.17

Lost wages due to flight changes/ layovers $372.23

Food during layover $42.45

Unused rental of baggage cart (in Baltimore) $6.00

2 additional long term parking in Baltimore $16.00

Lisa and David Purinton

Can you please help us?

I booked through Air Canada Vacations. I went to get seats in advance but they wanted to charge $47 per seat. So with about 1 minute before my 24hr checkin time I checked seating again and there was over 65 seats available to purchase that were side by side. When I checked in 1 minute later, there were none and my wife and I were separated and were not sitting together. WHAT a SCAM… so if you don’t want to pay for a seat, you can’t sit with your partner… how is this possible? How can you do this. I went to the gate and asked to be put together and they said it was full… This is just unacceptable. You should be ashamed of yourself. If I can help it… I will never fly Air Canada again… I’ve never had this happen on any other airline and we travel 3-4 times a year..

it’s an aweful money grab that is just despicable…

Your changes have fouled up my aeroplan account. I last travelled in 2019 and now plan to come back to Canada in a couple of months. My Aeroplan account is all mixed up. I can't log in. When I try to see if my password needs reset, you write to my email and confuse my account with my grandsons!

I want to sort out my account, not change his.

I have been an Aeroplan user since 1984. The account number is [protected]. In Feb 2019, you sent me an email confirming I had 36,567 miles. I travelled to Canada and back to Australia in July & August 2019. My grandson (Myles Coulthart - Aeroplan #[protected]) travelled with us.

I don't know how all this got mixed up, but I need to sort it out. I have booked my flight to arrive at he start of July.

Can you help?

[protected]@hotmail.com

I am coming back from Cancun, Mexico. January 29th/23. My plane was cancelled twice with no refund. I needed to wait in a different country praying that they can get me home on time. No refund for my canceled flight and was told to sit tight as i was freaking out to get back home. Next after many hours a response was made stating a new plane was found. Coming back delays were blamed on the passengers instead of the EXTREME unorganized staff running around not knowing what to do. NEXT after arriving at Toronto Airport, the gates were changed 3 times in a span of 2 hours. The plane that was found to bring me back to Ottawa had to be cleaned since it was just used by other passengers. The plane was dirty and the customer service was below par for any human being to be handled with. Air Canada has done nothing but EMBARRASS the name of Canada and the moral and ethical standards that we hold as citizens of this country. I would like to change the name to Air-Hitler to better suit the way Air-Canada treats its customers.

Dear concerned,

I must inform you that I have missed my baggage TAG # AC 494883 & AC 494884 and cannot trace it yet. The baggage booked for YYZ-FRA-BAH-KHI. The details of my journey are mentioned below:
Date: 26 June 2023: Flight from TORONTO - FRANKFURT AC-842 (AIRLINE CODE: 29N5UI)- Departure from YYZ Delayed around 1 Hour
Date: 27 June 2023: Connected Flight LUFTHANSA, 636 (AIRLINE CODE: 29N5UI) FRANKFURT-BAHRAIN departed; therefore, my flight was rescheduled to Qatar Airways by:
Date: 27 June 2023: Qatar Airways QR-068 FRANKFURT-DOHA AND QR-610 DOHA-KARACHI.

When I arrived in Karachi, I found my baggage was not on the flight. I informed to Qatar Airways counter. They checked and told me that no baggage information was available in the system. They gave me a report mentioning, "Courtesy Report Tag not shown in the system." They told me to contact them again after 24 hours. I tried to get it many times on the phone number mentioned in the report, but no one picked up the phone.

I am now in a terrible situation. All my clothes, gifts, and electronic accessories were in my bags. Please find my baggage and arrange delivery as soon as possible.
My contact number in Pakistan is + [protected]
My Address in Pakistan: A-27 Block-15, Gulistan-e-Johar, Karachi
REGARDS
Muhammad Yousuf

28th January 2023
Air Canada Management
On the 25th January 2023, I was on Flight AC35 from Vancouver to Brisbane Seated in Business Class. This is the tenth time I have taken this trip with Air Canada, usually with a family of four and sometimes five.

I am the Founder and Chairman of ASX Listed Reckon Ltd since 1987 with offices in Sydney, Auckland, Phoenix USA and Cambridge England. I travel extensively and never have I ever encountered, let alone personally experienced such aggressive, provocative and condescending behavior from cabin staff, in this case David, the Chief Steward on the flight.

We boarded on time, ate dinner, set up my CPAP device and slept soundly for approximately six hours.
On waking I headed for a toilet break where I encountered David. He said he noticed I was using a breathing device. “Yes” I said, “I cannot actually sleep without it.”
David: Is it battery operated?
Me: No, it’s plug in

David: "Those devices are not permitted on this aircraft as they are the wrong voltage and can cause a fire."

Me: "Oh! I have used that device on many occasions without incident or comment, why would they not be permitted?"
David:
"Because I don’t want to die and neither do the 300 passengers on this flight want to die."
I was taken aback by his lecturing tone but very weary of antagonizing an air steward as the consequences of that could be dire and I could be accused of whatever he chose to accuse me of.

Me: "Well, thank you for allowing me to sleep for six hours. I won’t use it again on this flight" and sat down.
Within minutes, David was at my seat brandishing an iPad displaying Air Canada’s ruling on the use of medical devices. It mentioned Battery operated CPAP devices and their use but I didn’t see anything pertaining to plug in devices. This was the first time I had heard of this and said that it seemed odd that I was not permitted to use a plug in device which had never caused a problem but was also very aware that I am not permitted to bring batteries aboard.

Not once did David allow me to finish a sentence without a forceful interjection which the passengers around me would have by now been privy to. He repeated on three different occasions that he wanted to live and so did the other 300 passengers. I repeated on several occasions that I got it, was thankful that he’d allowed me to sleep and….. booming interjection… “If I’d known it was plug in device I certainly would not have allowed you to sleep in order, (once again) to save the lives of himself and all passengers and crew.

At this point I had to ask (over constant interjection) if we could perhaps start the conversation again, but on this occasion could we please just pretend that I was a customer... There was just no stopping him.
I then insisted that he stop. Go away and leave me alone….. No joy.
OK David, I’d like to speak to the Captain please…. And this is where the full force of his attitude revealed itself. With sneering condescension on his face and in his voice he leaned over me and said… “The Captain would never come out here to talk to you, haven’t you heard of 911!”

What could I do at this stage? I clearly had a man who was a little unhinged. A man that would not let it rest no matter who heard the conversation and no matter how many times I apologized, thanked him for allowing me to sleep and would not use the device again on the flight.
My wife, seated across the aisle and a little behind asked what was going on and he finally retreated.
When I explained to my wife what had transpired, she noted that both her and my daughter, seated to her right had both had strange and condescending encounters with him. At breakfast, which to us could well have been midday or evening on our body clocks, asked if she could have a glass of wine with her meal. Once again, in that condescending tone…. “You’re not going to have wine with your breakfast are you madam?” He would have had no idea that we were related so his condescension was not limited to me and my family.

So, several points for Air Canada management:

• I would be very surprised if this were the first complaint you have received against David.

• Never in over 50 years of air travel have I or those in proximity ever experienced anything like it.

• We are Air Canada Business Class customers of ten years on this route and use it every winter as we have a place in Big White, BC.

• I had no idea, but I now know the Air Canada ruling on CPAP devices but would ask you this: The device is a travel version which I am assured by the manufacturer has the correct voltage requirement for aircrafts such yours. I am asked every time when checking in if I am carrying batteries in my hand luggage as they are prohibited from being taken on board, yet battery driven medical devices are permitted?

• Is there any way this ruling could be revisited, or at least provide me with written permission to use the device if it is proven to be safe for use on your aircrafts. It is a Resmed Air Mini, Category M Compliant and FAA Compliant

• Please let me know, what if anything will be done about this. David’s parting comment in the same condescending, lecturing tone was “next time you travel Air Canada remember you cannot use that device”

• My obvious response at that stage was that thanks to his behavior, it would be unlikely that we would ever fly Air Canada again….

This would be a negative outcome for both Air Canada and my family as the flight and the service has always been as good as anyone could expect.

Yours sincerely,

Greg Wilkinson

Dear Air Canada Vacations,

I am writing to you to let you know of the problems we encountered while at the Hotel Dos Playas Faranada Cancun Resort from Jan 10th to present. Reservation # [protected] for Beverly Thibodeau and John Sampson

1. The first room was not great (small, door handle came off of bathroom door, broken air conditioner), requested new room with balcony as we are here for 3 weeks.
2. We were not notified of the construction that would be ongoing throughout the whole 3 weeks we were here. There was a constant hammering and drilling on the roof each day. As they were building a 4 foot wall on top of it.
3. Broken Air conditioner in new room.
4. Dirty glass on balcony from the cement which could not be cleaned off.
5. Leaking sliding door during rain.
6. This was supposed to be a 4-star hotel, but was far from it. We do not feel we got our money’s worth from this hotel because of the construction and run down condition. If we would have know of these conditions, we would have chosen a different place.

John Sampson
[protected]@hotmail.com
[protected]

in 2022, I booked a business class return flight from Toronto to Delhi with points. The travel dates were Nov 5 - 19, 2022 with AC and Vistara Airlines via LHR. On Nov 5, 2022, I arrived at T1 and checked in. The counter agent asked for my passport and also for my Indian visa. I pointed out the page of the Indian visa and she verified it. The flight with AC to London was uneventful. However at LHR, the Vistara gate agents denied me boarding and said that my Indian visa was not valid (I had confirmed with the Indian consulate 3 weeks before departure and the AC counter agent). I had no alternative but to remain in London. The next morning, I spoke to the AC LHR airport manager who explained that India had changed the rules about 10 days ago for the types of visas they now allowed and suggested I contact Aeroplan as my ticket was an aeroplan ticket. I contacted Aeroplan and explained my situation and they agreed and booked on a flight back to YYZ later that day.

When I returned to Toronto, I submitted a request for refund and 2 months later only received a refund of the taxes and fees for my aeroplan ticket. I did not receive a refund of my points used. When i called aeroplan, I was told it is the passenger's responsibility to ensure that I had the correct entry visa. I asked her if this was the case, why did the AC counter agent ask to see my visa, to which she did not have a response and repeated the message on my file.

This experience has been frustrating and disappointing. As a loyal aeroplan customer for decades, I find this kind of treatment petty and irresponsible. Aeroplan and airlines know that they are not allowed to board passengers without the correct entry visas. I have travelled for over 40 years on long hau routes and am familiar with their procedures and requirements. The AC counter agent should have known better and should have not allowed me to board. That would have made things less expensive for me. As it turned out, I did not get my aeroplan points refunded, and had out of pocket expenses for LHR accommodation, Indian domestic flight connections and other costs.

Jan 5th Flight AC1878 Air Canada Rouge was delayed 6 times 4 1/2 hour delay as a result lost a full day at destination.. your website stated a $400 voucher if delayed more than 4 hours, mine was 4 1/2 hours

Jan 12th Luggage was lost Flight Ac1879 Air Canada Rouge, I had a air tag in my suitcase and it was at the airport and still did not get on the baggage carousel

Air Canada taken tag was stolen off of suitcase

1. On 22/12/2022, my mother and I were scheduled to fly from YYC to PDX via YVR on flights AC 201 and AC 8652. When we checked in for flight AC 201 at YYC, we checked 2 pieces of baggage.

2. When we arrived in YVC, we did not make our connection to Portland. In spite of my mother, who is 86 and has severe arthritis, having self-identified upon check-in as someone who needs assistance moving through the airport, Air Canada did not provide her with assistance moving through YVR, as a result of which we missed our connection from Vancouver to Portland and were put on stand-by for the rest of the day for each AC flight leaving YVR. At approximately 10:00 pm PST on 22/12/2022, having not been able to fly out of YVR, we were able to find one of our bags in the lost baggage area of YVR. We checked this bag again when we checked in on 24/12/2022 for our rescheduled flight to Portland. However, upon arrival at PDX on 24/12/2022, our checked bags did not arrive with us. A baggage irregularity report was completed at PDX, and assigned reference number PDXAC29399/26DEC22/0048GMT.

My mother arrived into PDX on 24/12/2022 at 3:29 PM, on flight ACA8654. While she was provided with assistance traveling through the airport, she was not provided with assistance in filing a lost baggage claim. I arrived into PDX at 11:49 pm PST on 24/12/2022. I waited in the baggage area until all of the luggage had come off of the carousel, and, when neither bag arrived on the carousel, attempted to file a lost baggage claim. Air Canada does not have a Lost Baggage Counter at the Portland International Airport, and when I found an Air Canada agent in the baggage area, I was told that, because there was only one Air Canada Agent on duty in the baggage area, I would have to wait until another agent arrived in the baggage area to file a lost baggage report. Because it was after 11:00 pm and I had been in airports for three days, and because I was not sure when I would be able to file a lost baggage claim, I left the airport and had to return the next day to file a lost baggage claim. When I returned the next day, I had to wait approximately 1.5 hours in the PDX airport to file a lost baggage claim because there were no Air Canada Agents in the baggage area at PDX. The agent who eventually helped me to file a claim was unable to submit the lost baggage report via the Air Canada computer terminal in the baggage claim area because the computer terminal was not functional. Consequently, the agent completed a paper copy of the baggage irregularity report, which we were told would be entered into the online system at a later time. I received a Property Irregularity report by email on 25/12/2022. In spite of the fact that I received the email at 4:48 pm on 25/12/2022, the email contains a Property Irregularity Report dated 26/12/2022.

3. On 27/12/2022 at 4:36 pm, I received a text from a delivery driver that said that one of our checked bags had been delivered to our destination. We were out at the time and the bag was left on our porch in spite of the fact that no one was home and we had not waived signature upon delivery. The larger of our two checked bags was delivered to our destination on 28/12/2022 at approximately 8:30 pm.

4. As a result of the delay of our checked baggage, we incurred losses totaling $1059.62 USD.

Over our many years of travelling as seniors, we have always chosen Air Canada.

The past 3 years have been challenging both for travelers and for all air carriers, with flight restrictions, new health requirements, and necessary

flight changes and cancellations. We acknowledge also that your plan to return to some form of normalcy, is equally as challenging.

Resolving the following list of concerns will hopefully be helpful to both us travelers and Air Canada.

1. Online check in for flight AC 8117, for December 10, 2022, printed boarding passes were not valid at YYT.

2. When booking our original flight, the cost, for 1 checked baggage for each traveler, showed $0. (Attached info)

At YYT, we were informed that this was not correct, and we were charged $150 for our 2 checked bags. (Receipts attached)

3. Late notice of cancellation of flight AC8117, from YYT St. John's NL to YHZ Halifax NS, December 10, 2022, the reason stated "due to bad weather which has impacted the departure/destination airport or flight path for your journey".

Another flight arranged for us via YYZ Toronto, was listed as departing at 5:20, and with the understanding all times were the usual 24 hour clock, and already stressed with the cancellation notification, went to the airport in St. John's at 3 AM, only to be reminded the new departing time was 5:20 PM.

Frustrated with this misunderstanding, we booked another flight, AC685, via YYZ Toronto, which departed at 5 AM.

The reason for cancellation of our original flight above, being bad weather, now proved incorrect at YYT.

On checking with weather conditions for our original arrival at YHZ Halifax, it showed only occasional light snow flurries, again unlikely as bad weather as the reason for flight cancellation. We understand there are many valid reasons for flight cancellations, and feel there must have another reason other than weather.

4. On our return flight check in at LHR Heathrow, AC869, January 11, 2023, again we were charged 120 pounds ($196.12, Receipts attached) for 2 checked baggage. In addition, we were advised that because of the layover in Halifax, we would incur additional checked baggage costs there. After pleading our case that the Halifax layover, which had been extended 4 times, was not of our choosing, LHR staff resolved that issue, after 2 stressful hours, near missing our boarding time.

5. Late notice of delay for our flight Halifax to St. John's, AC8118, January 12, 2023, meant for another 3 hours 15 minutes of waiting at the airport, when we could have been in our comfortable overnight accomodations. Meal vouchers given for $10 each, even when combined, was not enough to pay for one meal.

6. Also discovered that we were double charged by Air Canada for checked baggage costs at LHR, January 11, 2023.

We are confident that due consideration will be given to our concerns.

Gerard and Evelyn Parsons