Search for a Company by Name

Air Canada

Customer Service Ratings and Comments

Air Canada is ranked #38 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 68.93 out of a possible 200. This score rates Air Canada customer service and customer support as Disappointing.

NEGATIVE Comments

10 Negative Comments out of 15 Total Comments is 66.67%.

POSITIVE Comments

5 Positive Comments out of 15 Total Comments is 33.33%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • On March 2/10 by daughter and I flew executive class from Ottawa, ON to Deer Lake, NL. I have multiple health issues which includes fibro myalgia, arthritis , degenerate disc disease, tendinitis of arms and legs, Planter fastidious of the feet ,carpal tunnel and blocked nerves going down the legs and arms. This causes a lot of pain and makes mobility a problem for me. Standing in long line ups to wait to board a flight as well as sitting in confined spaces for the flight are very painful for me. My medical issues are not visible but are very real . I have worked all my life as a teacher of special needs & I guess I am reluctant to go from care giver to receiver because I do not want to go on as an assistant passenger at this juncture in my life. the doctors tell me that a wheel chair is going to be my fate so I would rather walk as long as I can. I decided that flying first class would avoid the line ups and give me more room to move my legs while flying. No doubt this is an extra cost for me. But this is what my daughter & I decided to do. when I got to gate 15 for flight 461 to Toronto on March 2 at 16:25 the pre boarding had already taken place. The lady in preboarding told me just to cross over the line up and go through. I thought that we could just go on to the jet since this lady had seen our ID & boarding pass. Well , what an experience that was for me and my daughter ! I have never met with such disdain in all my life ! The female worker here spoke to us as if we had just crawled out from beneath a rock and told me off for butting the line in front of a gentleman that had been in the line up before me. If I had to go back to the end of the line there would be no reason to be paying the extra money to fly executive to avoid having to stand for a long period of time in a line up. then I was struggling to get my ID out of my wallet because my hands don't work too well due to the carpel tunnel and blocked nerves so she said I'll do hers first ( Meaning my daughter) because she is ready. When I finally got my ID out I said to her , "We were only doing what the other lady told us" and she didn't even dignify that with an answer. She made no comment such as have a good flight etc. We went through but I can tell you we were very upset and our flight to Toronto should have been a good one but it was not. Being a business owner myself I would be very upset if one of my employees spoke to one of our customers with that tone of voice and with such rudeness . We use this Air Line quite a bit for traveling and for Air Freight for the business but I will certainly think twice before I book with this airline again ! I have traveled on a seat sale and gotten more respect than that . Maybe Air Canada is too big of a company to worry about such things as treatment of customers !
    M. Spence /Deer Lake

    m. Spence 3/3/10 12:07PM

  • On August 4th of last year, I was supposed to fly home to San Francisco, departing Quebec City with a transfer in Toronto. The flight out of Quebec was scheduled to depart for Toronto at 3:30 pm but at 3:20 a PA announcement informed that the flight had been cancelled. We were told to return to the ticket counter so after being forced to wait in line for another 40 minutes, I was greeted by a frazzled and disheveled ticket agent who considered routing me to Montreal but finally booked me to Toronto later that night, departing at 6:30 pm. I was told I would need to overnight in Toronto to catch my connection to San Francisco the next morning but this was “no problem” since all I had to do was speak to “any Air Canada Customer Service Agent” to get a hotel and meal vouchers for my overstay in Toronto. Unbeknownst to me (and apparently Air Canada’s own ticket staff) Toronto was still experiencing serious delays and operational problems. My 6:30 departure out of Quebec, after numerous delays, finally pulled up to the gate at Pearson at 1:15 am. Exhausted, I cautiously went looking for “any Air Canada Customer Service” agent in a darkened and dim Air Canada Service area. What I discovered were long lines of angry and frustrated customers, all hoping to get hotel vouchers, flights rebooked etc., from TWO overwhelmed customer service agents. It took one and a half hours waiting in this line to realize that I never was going to speak to anyone. Air Canada had so totally mishandled this situation that for the vast majority of the hundreds of people waiting in line (including myself) the only option was to find somewhere on the floor to sleep. After trying to sleep on a ventilation grate for about 3 hours I finally got up and went to my gate for my departure to San Francisco a few hours later. My original mailed letter of complaint was never answered. I finally resorted to an online email exchange system that felt like an online tech support chat with someone in New Delhi. As compensation for their incompetence, Air Canada has “graciously” offered me 25% off my next Air Canada flight. What a joke!

    richjacy 2/28/10 1:08AM

  • Air Canada is seriously the scummiest most irresponsible airline!! They lost my luggage on Jan 3rd going from Montreal to JFK after canceling the 1st flight and delays.
    And i called 30-50 times leavving mesages on teh voicemails and filling claims with the
    "answering service" in india after waiting for an hour severals like. 3 weeks have gone by and noone called me after they said
    after 24 hours someone will get back to me.

    They dont answer extensions calling 40-50 times. Its a joke. The company is a joke and
    someone should put together a class action lawsuit.
    There are similar complaints all ove the internet.
    Hey CEO i hope you read this message because your company is unethical and irresponsible, loses people bags then
    cuts the CLAIMS line off going straigth to voicemail !! Then not even returning phone calls to let me us know where our bag is?
    I lost $1500 worth of stuff in there. I going to so you air canada scumbags!!!!!!

    bigpapa850@aol.com 1/16/10 1:20PM

  • Flew from London to Philadelphia, and back. Air Canada lost my luggage twice. I'm still trying to contact them, but every time I call I'm put on hold and then disconnected. This is the worse company I've ever encountered. Absolutely horrible.

    Joe2 12/31/09 7:29AM

  • they suck at everything
    70 min on hold.

    fidwa 12/3/09 8:29PM

  • Returned home to the UK from Canada after attending a funeral. Was only in Canada for two days, and on my return when i got home, i opened my suitcase to find newly bought EXPENSIVE items of clothing stolen from my luggage! This is despicable, i am certain that this occured at Pearson Airport Terminal 1 and i am furious that this has happened. It's not about the money its about the bloody principle of the matter. And if i dont get a response to my complain i will bloody sue the whole lot! Trust me there will be nothing left of them after i'm done. They do not know who they're dealing with!!!

    Anon 10/27/09 5:00AM

  • Flew out of Orlando, florida on June 23,2009 to Toronto, Canada. My 8:00 a.m. flight was cancelled/ pospond until 1:30 p.m, then the plain did not leave until 2:30 p.m., this was my first time flying with you all and it was NOT a good experience. Then when I got my luggage in Toronto it was ripped, I did not check it in Orlando like that.

    Anonymous 6/23/09 7:57PM

  • How this boondoggle of a company remains in business is beyond human understanding. I was part of the whole debacle just before Christmas involving all of Western Canada (since all flights seem to HAVE to go through Vancouver) and I have never been treated so poorly ever before in my life. Anyway I'm getting distracted.

    If you're looking to get back through to someone after you thought you were done with these fools and you threw out that little piece of paper with the magic phone number on it, call the 1-888 number, press the number for whatever language you want, and press 3 for reservation changes. Even if that's not what you want, they handle general inquiries there too.

    B-ROC 1/15/09 6:17PM

  • I have been unable to get to your customer service link as your server is not responding - had same problem yesterday when attempting to confirm flight and get boarding pass.
    My 18 year old daughter left Kamloops at 6:15 last night (Jan.3). She waited at the Vancouver airport for about 6 hrs due to weather conditions. My complaint is about the surly treatment she received when trying to ensure she reached her final destination of Halifax. One of your service reps responded inappropriately to a young lady just away from home. When my daughter expressed her concern about making it back for her University classes, the rep responded with the comment, "that doesn't sound like a very important comment to me." I paid for this flight and make the reservation in plenty of time for her to be treated with respect and given fair treatment. The rep does not have that right to be rude or subjective about someone else's concerns.
    And to top it all off, she sat at the very back of the plane and had to watch another passager eat a first class meal because they were friends with someone in the flight crew!
    Now that West Jet is flying out of Kamloops we will give more serious consideration for future flights. We have had decent service in the past and have not complained about no food or tv on our two most recent flights to Montreal and Halifax. But I suppose I am frustrated and the fact that my daughter is now scheduled for a 2:30 flight on Monday, Jan 5 unless another flight comes available. But then again, who do you choose??? In all fairness, perhaps it should be based on when the ticket was purchased.
    I realize this has been a busy season with many weather difficulties. However, some ethics and politeness is mandatory when you want to keep your clients.
    hoping my daughter gets back to school safely,
    Marian Hutton

    Marian Hutton 1/4/09 12:56PM

  • this is not service it is bull#@$& - you cannot reach a real person to help you with anything - this is not service - due to the flight conditions which caused so many flight cancellations and lost baggage ... you would think that air canada would add additional bodies to help out with customer service ... but apparently not ... there is not one single no that i have tried that i can contact a person regarding my lost luggage nor have any of my dozen phone messages have ever been returned - you are at their mercy and no air line should have such god awful policies as not to answer phone calls or forward them to cyber space ... what a disasterous air line ... too bad i'm canadian and am forced to use them and their air alliance services otherwise, i would boycot them.

    Anonymous 12/27/08 9:04AM

  • Submit your comment >>
  • I would like to thank the Air Canada staff for their efficiency and kindness to myself and my disabled son on our recent flights to and from Vancouver. Everyone was great...from check-in to arrival at our destination. We couldn't have asked for more.

    Kathleen N 1/22/10 5:08PM

  • I would like to give praise to 2 male service personnel at Reagan National Airport in Washington D.C. On Dec. 26, 2009 I was leaving Washington to come back home to Regina Sk. Canada. These 2 men went out of their way to make my wait enjoyable and to to their best to get me on my way.I could not make my connection in Toronto so these two male agents went out of their way to make my return possible on the following day. They were able to book me on a flight on Dec 27 on AC 8647 to Toronto and on AC 1117 Toronto to Regina. With all the extra precautions going on with security after the bomb threat the staff went above and beyond. Wy wife left Washington a few days later and she was nervous.These same two male agents served her at the check in counter and treated her very well. Thank you for making our travel at Christmas very enjoyable. Please pass this on to the two agents for us.I hope to see them again when we travel to Washington D.C.
    Bob and Diane Shpaiuk

    Bob Shpaiuk 1/17/10 11:33AM

  • I had the pleasure of using your service direct to Heathrow from Edmonton in October 2009.
    I must say I was really impressed with the terrific service and very good meals and pleasant attitude of your air staff.
    I am looking forward to using Air Canada again.
    I would gladly recommended your company to anyone.

    My flight numbers were AC0898 and AC0899

    Thank you. Kathleen R. Andrews


    Anonymous 10/25/09 10:23AM

  • I've been flying with Air Canada for over 20 years and have never had any major issues with them. The staff are always very friendly and my flights always arrive on time. I've never lost baggage. Their online site is very easy to use for bookings and it is a pleasure to fly with them. :)

    avitue 8/5/09 10:28AM

  • I just had a great experience with a customer service person from Air Canada. They were extremely friendly and understanding of my situation. I was a little concerned after reading the comments on this page, but I guess I just got lucky. This type of service is way to few and far between these days... especially in the air travel industry!

    RMacy 7/7/09 3:50PM



  Contact Information  
General Customer Service
888-247-2262
Complete Air Canada customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Complete Air Canada customer service phone numbers and contact information at ContactHelp.com
  Get Help Online  
Get immediate support for your Air Canada questions from HelpOwl.com.

Receive immediate support for Air Canada at HelpOwl.com
  Boycott Company  
View all boycotts of Air Canada and join a boycott today!. You can also organize your own Air Canada boycott with many tools for promoting and managing the boycott.

Boycott Air Canada today at BoycottOwl.com
  Company News  
Air Canada cancels short-haul flights to the US
... and it's been cancelled, rest assured you will be booked on another flight as soon as possible, according to Air Canada's customer service department. ...
Air Canada Voted Top Honours by Readers of Business Traveler Magazine
This remarkable achievement is a testament to our transformation, which is still on-going - especially to our renewed focus on customer service, ...
Hamilton Sundstrand signs CARE agreement with Air Canada
Matthew Bromberg, vice president and general manager for customer service at Hamilton Sundstrand, said: "We are excited to partner with Air Canada in ...