Air Canada
Reviews and Complaints

Complaint number AC [protected] not being advised on the complaint which was first sent 19/10/2022.

I travelled on the 3rd September 2022. Heathrow to Vancouver flight number

AC 861

The rolls and croissants and cream tea were frozen ( I pay to travel business class and expect better than frozen food ) this also happen on the return flight) Vancouver to Heathrow AC860 8th October 2022.

I have written four emails and sometimes being told it takes 30 days.

Here are the dates of the emails.19/10/2022

16/11/2022

26/11/ 2022

7/01/2023

Complaint number AC001590000001605

Hope you can look into this matter for me as it’s not acceptable.

Especially when you fly business class

I have never experienced such a delay in receiving a refund with any other airline than with Air Canada. I received acknowledgment of my refund in December, and it is the middle of January and I have yet to receive my refund posted to my account. I don't understand why such a large airline advices its customers that it will take two billing cycles to receive refund. You take our money immediately, yet you cannot give it back in a timely manner. I have to say I've experienced the worst customer service with Air Canada and now I will not receive my refund for two billing cycles. I can say I will never book with Air Canada again.

I am a travel agent for JTB Business Travel and last week my sister reached out to me from California. She was booked with Air Canada to travel LAX to YYZ on January 12th returning January 27th.
However, last week she received word that her father in law had only a day or two to live and she needed to change her flight to return to Toronto asap.

She tried contacting the Air Canada herself but could not even get through, so she reached out to me. I called Air Canada on January 10th and spoke to an agent by the name of Chris who helped me out. She changed my sister's daughters ticket for a change fee, and confirmed she would change my sister's ticket for no fee to travel on that date January 10th. She confirmed she would process the exchange right away.

Unfortunately when my sister arrived at the airport the exchange had not been done and she was charged $500.00 to change her ticket. Needless to say she was very upset as was I because I had assured her there was no charge. Her name is Jane Greene, her booking number is 3EGY9K and her daughter Danielle Greene was booked on file number 4CTZ7G. I would suggest you pull the call which took place between approx 1037 and 1200 CST.

On Saturday 14January we (my wife and me) flied from Halifax to Montreal on flight number AC 667 seat number 13A & C after the names of Rafie Rizk and Samia Shenouda.. We arrived to Montreal at 6 PM (one hour late). What happened to us is unimaginable. From 6 PM until 9:45 we were standing waiting for our bags. For 2 and half hours not a single bag from Halifax showed up. Bags from more than 5 flights were using the same conveyor. The flight name (Halifax) disappeared from the screen after 1 hour. We have been running from conveyor to another searching for our flight on any other screen. There was no one to ask or get any bit of information. I am 84 years old and my wife is 76 years old, standing without food and tired to death. It was not before 9:45 that we could find our bags by mere luck (the space was very crowded and it was difficult to see the bags). We booked our flight in Air Canada with some more money believing we would find a better service, but it was proved that we were wrong, Air Canada is not better than any other company, and even worse.

Booking confirmation numbers are: 3YBY2Y & 3YCGJY

January 12th 2023, 9:30 pm, flight AC8508 from Pearson airport Toronto to Fredericton NB. (YFC). Started out at gate D5, sent to gate D9, 20 minutes later sent to D53, announced flight delayed until 22:30 at 10:07 pm.16 minutes later sent to gate D9 (escalator not working, back and knees hurting), 20 minutes later sent to gate D5, 11:56 they announced delay until 00:00 due to airport restraints. Friday 13th, flight delayed till 00:45. Flight deverted to Halifax, NS, (YHZ) 6:39pm. Booked on AC7682 7:30 pm. from Halifax, delayed till 18:50, finally get to board, sit on plane for about 1/2 hour, then it was announced a mechanical problem also announced might not be able to land in Fredericton, if not we fly back to Toronto. At least 4 hours before we can go. By this time my body is hurting badly, frustrated and scared for my husband who has been driving back and forth to the airport to meet me. Choose not to wait any longer, found my own way home. I am requesting full refund of $1143.94. Veronica Boyle, GMAIL [protected]@gmail.com. [protected].

Complaint CAS-5359651-R0R5J4, filed in December never resolved

Refund. Tried booking thru Aeroplan. Oct thru mid-Dec, tried to booking using Aeroplan. over 20X. System uses Verification Code to access to booking page. Never rec'd Code or hours late. Only good for 15 mins. Called [protected]. Hold hour+, hung up. Tried 2 other #s. 1st referred me to a 2nd. could book, if paid, not trained on Aeroplan. Paid $417.

My return flight from Kolkata to Ottawa was scheduled on 11th Jan, 2023. I arrived Dubai at 12.15 am on 12th January by Emirates, flight number EK573. My connecting flight from Dubai to Toronto by Air Canada, flight number AC0057 had only 1 hour and 15 min time gap but as all the boarding passes were issued from Kolkata, I was sure that I would be able to board the flight on time. Unfortunately there was no help or guidance for the connecting flight passengers at the landing gate. As there was no help, I arrived at the departure gate too late and eventually I missed the flight. I had to stay back one whole day in Dubai unnecessarily to catch next available flight to Toronto.

When Air Canada knew that there is a passenger coming from Kolkata with very short layover, it should be their duty to guide the passenger from landing to the departure gate. There was not even a single Air Canada staff at that time at Dubai airport! I was extremely harassed and completely exhausted to run from terminal to terminal and look for an alternative travel option almost the whole night. As a frequent passenger, I would like to get a detailed explanation about my harassment and also would want to know how you will compensate me for my one day loss and terrible ordeal that I experienced.

On Jan 3rd, 2023 my flight from Vancouver to Toronto (AC116) was delayed from 1315 to 1330 then to 1530 and again to 1630. Then the flight was cancelled until the next day at 0700. My Jan 4th flight (AC102)was delayed until 0800 and then again to 0850. We did not start boarding the plane until after 0900. I was offered a hotel room for my overnight stay but declined and instead got a taxi to and from the place that I had been staying. I was given 2 x 10 dollar vouchers for food.

I would appreciate being compensated for the inconvenience of delayed/cancelled flights and the inadequate food vouchers

Thanks

Charlene

Lost carry on luggage taken from plane by Steward. She took my carry on bag and lost it. She needs to be held accountable.
1) Baggage included new Tommy Hilfiger Shirts 3, Tommy Hilfiger Pants Blue and Khaki.
2) Cartoon of Grown Gold Cigarettes
3) $29,300.00 NEVRO Spinal Cord Stimulator charging station
4) Belt, 3 pairs of Undergarments, 4 Sock pairs.
5) Harry's Shaving Cream and razor.
6) Colognes
7) Charleston Threads Zipper Vest

AC 856
Dec 17 2023.
LHR to BOM
[protected]@yahoo.com
Passenger: Perry Menezes
Status: Star Alliance Gold.
- The flight was 4 hrs delayed.
- I have a bad back and wear a back brace. - The assigned seat would not recline.
- I kept asking the stewardesses to do something as I would be in lot of pain for an 8+ hr flight.
- She ignored me.
- After 10 mins I asked another stewardess to do something - and she could see the pain in my face.
- Yet she said the flight is already 4 hrs late and she cannot do anything.
- I asked her to atleast have a mechanic check it out if its something simple.
- I requested it a couple of times and then she agreed to let the cabin supervisor know.
- She told him and then about 10 mins later he came down to see the seat.
- He said nothing much can be done.
- I again showed him the back brace and the pain I was in.
- Then he reluctantly went out and got a mechanic.
- The mechanic came down and did what he had to do and said the seat cable was broken and the entire seat has to be replaced.
- The seat cannot be replaced at that time.
- The mechanic put his entire weight on the seat to have it recline even a bit.
- It did not.
- The mechanic was the only one who showed any iota of empathy or understanding.
- No one else cared - the flight was horrible on my back.
- Seating in an unreclining position for 8+ hrs was brutal on my back.
- My family was with me and their trip was also made miserable seeing me in pain.

Sean R. Callagy, is demanding a full refund for the 3 flights that are responsible for him and his traveling assistant to finally end up in Montreal where because of the EXTREMELY High Volume of passengers in line at CUSTOMS in Montreal again caused them to finally make arrangements to be driven by a limo service back to New Jersey from Montreal, Canada.

On January 2, 2023 they were on flight AC126 Vancouver/Toronto where they were to connect to Flight AC5666 Toronto/Newark. Flight AC126 was delayed which caused Sean Callagy and his Assistant Stephanie Ann Vehon to miss the connecting flight AC5666. These two passengers were booked on AC8884 Toronto/Newark, as this flight was landing in Newark it was diverted to Montreal due to weather/FOG and they had to spend another night in Hotel.

Then Sean R. Callagy and Stephanie Vehon were booked on UA3606 Montreal/Newark departing on Thursday Jan 5, 2023 at 7:09 AM they arrived at Montreal Airport 2 hours prior to departure and once again CUSTOMS in MONTREAL was in OVERFLOW mode and the time it took to get through customs caused Mr. Callagy (who is legally BLIND) and his assistant to miss their flight on United Airlines.

I am their traveling guide who helps them with Hotels and flights and I am starting the process of filing this claim with Air Canada for Mr. Sean Callagy and Stephanie Vehon, whom right now at 11:00 am are still in Montreal
Canada waiting for a private limo service to drive them back to Newark.
Once they get back I will forward all the Hotel Statements, all the Flight charges and all receipts that were charged to Mr. Sean R. Callagy's

American Express Card. We will be demanding to be compensated for this debacle that started Jan 2, 2023, and as of today Jan 5th, 2023 this couple are still in Montreal and exhausted not able to fly home and once again paying for a private limo service to drive them home. Again Sean Callagy is legally Blind and this has been extremely difficult on them both.

My name is Carole Elie Chammas, on December 17, 2022, I traveled from Beirut to Montreal, Canada, through London, using flight number [protected] and the reservation code is FIDFLX booking ref SWFEEA (airline: Middle East Airlines/Air Canada). I boarded an Air Canada flight from Heathrow and experienced a panic attack before takeoff. I asked the hostess if she could move me because I am overweight, and my seat was stretched on zone 5 at the end of the plane at 46 C but she was unable to do so because the flight was overbooked. Instead, she suggested that I take my seat and if I couldn't stay for 7 hours, I must exit the aircraft before takeoff because it was a long flight. It is truly unfortunate to see a travel company like Air Canada cannot solve this kind of problem or have any plan B for this kind of crisis. Staff are not responsible enough to help or assist this type of humanity, so I step down. I also believe that the Air Canada staff didn't try enough to help me and they didn't want to take any responsibility from their side on the plane during the travel time. Unfortunately, I did not anticipate receiving such poor treatment given that they were aware that this ticket was for a Middle Eastern Airline. I expected to work for a company that values people. I'm sorry to say that I won't be using Air Canada anymore. And now Where is my luggage? The nice gate attendant suggested that I pick up my luggage from counter 7 in terminal 2. So, I looked for it for three hours without finding it on counter 7 or anywhere. I went to the airport's luggage service to make a claim who advised me to go to Air Canada desk to release it as it is mentioned on their screen waiting to rebook a new flight, unfortunately I must leave the area without my luggage and without making any claim at the counter because this is the Air Canada's obligation. I went to air Canada desk outside on the fifth floor of terminal 2 who said that they cancelled it already and informed me to wait another 3 to 5 hours to get it, regrettably I couldn't go back inside the airport to get it and I was really tired from the incident of the plane and waiting time. So I therefore had to choose between Air Canada and the Heathrow airport luggage service. I looked around but I couldn't come up with a solution, so I went out to book a hotel and another trip to Beirut or to Canada as I was really tired. I made a new reservation with Middle East Airlines for a journey to Beirut for the 19th of December and not to Canada as it will cost me a fortune to meet my family in Christmas and when I tried to grab my bags on the 19th, I was unable to do so since I had to quickly transition from terminal 3 to terminal 2 with not enough time Because I was worried to miss my flight to beirut, therefore I made the decision to pick it up from home. Please find the receipt for my luggage and the boarding card enclosed for your convenience. If you need any additional details, call me at +[protected] or by e-mail at carole. [protected]@gmail.com

C. Chammas

N.B.: I've sent an e-mail to MEA airline here below the response

arah knio

Tue, 20 Dec, 13:35 (19 hours ago)

to me

Dear Mrs. Chammas,

Reference is made to your below e-mail.

Kindly allow us to inform you that your claim should be transferred to Air Canada and not ME. As per rules and regulations, the operating carrier is responsible and not MEA to handle your claim as they see fit regardless of the passenger’s ticket.

We hope that the above-clarified matters and that you will remain a loyal friend of MEA.

Sincerely yours,

Farah Knio

Superintendent – Customer Relations

MIDDLE EAST AIRLINES – AIRLIBAN S.A. L | P.O. Box 11-206 Beirut – Lebanon

Office +[protected] | E-mail [protected]@mea.com. lb

f

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It doesn’t make sense whatsoever when using the email below as suggested on this complaints board [protected]@aircanada.ca

You get back message blocked by Air Canada

‘Message blocked

Your message to [protected]@aircanada.ca has been blocked. See technical details below for more information.’ So it’s either the wrong information is being given on this site or AC is blocking the emails which is it ?

Received confirmation from Air Canada on October 10, 2022 of seat refund as a result of Air Canada changing seats. After many calls and emails to Air Canada Customer Service we have not received the refund. We have been told it was refunded to credit card. Which it has not. Nor will customer service look into it further as they say it has been resolved. Very frustrated that they will not consider that there may be a glitch in their system and to investigate further. Interesting that they suggested to contact bank as they may hold the payment. We did follow this process and our bank confirmed there is no payment in the queue. But because there were 3 people traveling and the flight and preferred seating charges was on separate credit cards, it is not acceptable that Air Canada said it is the bank as the refund was not processed on these separate credit cards which are two different financial institutes. When speaking with Customer service I had asked to speak to their supervisor or manager. They said they do not have anyone to transfer the call to. Disappointing.

We got notified that our flight was cancelled later than supposed to be and made our plans effected so much by not giving us any other option. Not answering the phone, when we were waiting on hold for almost 4 hours.

We picked Air Canada specifically, because we thought it is a very good airline and this is what we got. We at least needed a rebook, but no one helped us by not answering and not contacting us at all. We were waiting for 2 days to get an alternative flight to at least got to our destination and no one was available to help us. We are hurt emotionally, and our money did not come back for us to be able to get another option. We already were in a very stressful situation and on top of that, this is too much. We need Air Canada to please compensate us and help our 2022 to end in a better situation.

My trip with Air Canada began on Dec. 21st when I was attempting to fly from Halifax, NS, to Washington DC. The trip was originally planned to be from 4:35 PM AST to 9:51 PM EST, with an approximately two-hour layover in Toronto. The flight numbers were AC615 and AC8620, respectively.

Unfortunately, flight AC615 experienced a two-hour delay as a result of operational issues, meaning that I would not have had enough time to un-board the first flight, clear customs, and make it to boarding the next flight on the same day. Understandably, Air Canada automatically re-booked me for the same flight, AC8620, occurring on the next day, Dec. 22nd, providing me with an email and text messages to ensure that I was notified of this change. However, I also curiously received a text as soon as I landed in Toronto from Halifax saying that the original AC8620 was beginning its boarding procedure.

Now stuck in Toronto for what I thought would be only a day, I approached the nearest Air Canada customer service counter to seek advising. Here, I was redirected to the connections counter located beyond customs and international baggage to claim my compensation. Along the way, I stopped at baggage services to ensure that my check-in luggage was also being rerouted. The agent at baggage confirmed this for me and further directed me to the exact location of the connections counter. Unfortunately, the connections counter was experiencing a large number of travellers waiting in its queue, so another Air Canada agent redirected several of the travellers in line (including myself) to the check-in counters, saying that the agents that check-in would be able to assist us and also offset the workload at connections. Unfortunately, while waiting in line at check-ins we were told that re-bookings were not possible at that location and were advised to call the customer support line for reservation services to re-book, or approach the priority passenger counter to acquire compensation. Here, I was given meal vouchers, but when I explained that my flight plans had been set back by 24 hours, the agent at the counter simply said that "there are no hotels available" and refused to provide me with a hotel voucher.

The date was now Dec. 22nd. I made my way back through customs and security to reach the airport gates to await my re-booked trip. Unfortunately, two hours before the scheduled time to board, my new flight was cancelled - this time as a result of technical issues - and so I was once again redirected to the nearest Air Canada customer service desk. This, however, turned out to be the exact same loop of what I had experienced the day prior: redirected from customer service to baggage, then from baggage to connections, then from connections to check-ins, then from check-ins to the customer support line, all while being given no proper compensation in between. Instead, what I got was a text message saying that Air Canada was "actively looking to find an alternative flight that gets you back to your original destination. We'll email you with an update shortly." I received no such email update after more than three hours.

It was at this point I began making attempts to acquire a refund due to my dissatisfaction with Air Canada's services as well as the expectation that the anticipated snow storm approaching Toronto would only complicate situations further. It was here that I acquiesced to the direction to call customer support. After two hours of being on hold, I was connected with a representative, who told me to contact Expedia to the refund since I had purchased my travel itinerary through them initially. After spending hours on the phone with one of Expedia's representatives, it was revealed to me that Expedia was unable to authorize my refund as I was no longer legible for one - the stated reason was because my inability to make flight AC8620 on Dec. 21st listed me as a "no-show." As a result, the Expedia representative advised that I speak with an Air Canada agent to clear up such a discrepancy. Once again, I was directed by an Air Canada agent to contact the customer support line.

I began day two, Dec. 23rd, at Toronto's Pearson airport waking up after having apparently passed out while waiting on hold for customer support to reach me. It was at this point that I decided, for the sake of my own physical and mental health, I would have to book a hotel nearby and pay out of pocket for the expenses since I was continually denied a hotel voucher for my involuntary overnight stays. Once I was able to secure a hotel to stay at, I once again called Air Canada's customer support line, and this time was given the option to be called back directly by the next available representative. Once this happened, I was finally able to cancel my flight and get a full refund for all the inconveniences I had incurred, but this also meant that my check-in bag would have to be claimed as well.

I went back to baggage services and discovered that, even with proof that my trip was cancelled, Air Canada could not return my bag to me, as they were unable to exactly locate my bag, so they instead put my bag on World Tracer to purportedly help me stay updated on its whereabouts.

On the next day, Dec. 24th, I eventually discovered, from one of Air Canada's baggage representatives (NOT the World Tracer website) that my check-in bag was put on flight AC8616, a flight I was neither booked for nor notified of at any point on the World Tracer website. It was this final demonstration of negligence on Air Canada's part that prompted me to file this complaint.

As of writing, I am still in Toronto and am deeply frustrated with the overall negligence, mismanagement, and lack of proper communication that Air Canada has provided towards both its customers as well as to its own employees. This organization has demonstrated that, for all of the federal subsidies and unionization benefits it has enjoyed, it absolutely does not care about its customers and as such does not deserve any degree of support nor patronage from them.

We take a flight on decemer 23rd from Montreal connecting on Toronto and go to New orleans. We didn't receive our luggage and we are on a cruise! My traveler agent try to comunicate with you and there is nobody who answer... too much calls!

Can you please tell me what she can do to comunicate with you?

her name is Sylvie Demers, from Voyages ALM and her phone number is [protected]

I Karen Bellamy mad a reservation on 6/4/2020 to go to Tokyo Narita with

Air Canada Flight 8031 to leave on September 29, 2020 to leave from

Philadelphia, Pa. and connection to Pierre Elliott Trudeau Intl. and take Flight

Air Canda 5 my booking was thru Vayama.

I had contacted Both Air Canada customer service and Vayama they both are

giving me the run around about who should give me my refund due to the

situation of the reservation not being made but my payment of $511.99 was taken on my Discover credit card. my email is [protected]@yahoo.com cell phone

[protected] .

I will enclosed copy of the information. The trip was never made due to someone

mistake.

on oct 14 2022 i was a passenger on flight 1678 from YZZ to MCO. it was uupposed to leave at 17:55.after 5 gate changes and time changes we finally boarded the aircraft after midnight. iwe did not land until after 2 am.

I missed my ride home because i could not expect my neighbor too wait for me in the airport until whatever time i was going to get there. i had to pay a taxi to take me home. i will try to attach the bill or forward it to you.

I am a Canadian citizen and have for the most part supported our national airline, which by the way has been rescued by the government on several occasions. I flew on a Air Canada/ Lufthansa partnership. While in Europe, also flew Air Austria. What an unbelievable difference, I was floored at the quality of service and the food served. I was given real cutlery and cloth napkins! A real hot meal with dessert! For a 2.5 hour flight! I was served countless beverages and given chocolates. But what made me angry is that I was also not charged for luggage……what has happened to our National Airline? What an embarrassment.

Why is it the every other airline seems to have better service and far superior food than our own?

• Upon arriving to check-in in Calgary, none of the Air Canada staff seemed interested in assisting anyone. All chuckling and carrying on in the corner. I had a few questions but no one even looked my way. I had arrived 3.5 hours early for my flight and the Air Canada counter was basically empty.

• You charged for first piece of luggage $75 and $125 for the second on an international flight!

• You served a meal that was inedible, overcooked, flavorless mush that looked like pasta. A salad that was nothing but shredded iceberg lettuce with a couple of hair thin strands of carrots. With plastic/wooden cutlery and paper napkin. I had the bun for dinner, on a 9 hour flight.

• For the first breakfast going to Frankfort I was given a small cold croissant and a coffee No cutlery, no napkin, no tray, no juice.

• For the second breakfast coming back from Frankfort, I was given a box filled with what looked like a quesadilla, too hot to the touch to eat and by the time it cooled down to eat, it was glue. No cutlery, no napkin, no tray, no juice.