Air Canada Customer Service

We are frequent travelers of AC and this is the second time my mother has to go through the pain of bad service, I ignored it the first time but now seeing her in so much pain I would like to highlight to a C level so they can take the actions also to take steps to improve the services as well.

It happened again. I booked a wheelchair for my mother and when the plane landed in Toronto, the wheelchair person left my mom at the luggage claim and left. No porter was there to help. She waited and waited. She requested the wheelchair person to be with her until outside the airport (reception area). But that person said, we can only help until here. So my mom had to get the suitcase herself, and walk herself slowly until outside the airport where her son could meet her. Her son cannot come inside the airport, so she was not left with any option. Due to that, she is having so much pain in her legs that we are going now through doctors and treatment and trying to treat the stress created for this.

How can Air Canada be so careless and ruthless?

want to complain about poor and inexperienced staff at the Denver airport. I had fly to Canada on August 27th with my kids US citizen and I As US resident. I have all valid documents including Covid 19 proof. But the agent weren't able to check me in for 1 hour asking me to not having a right document to travel . I ask them to call the Supervisor and find out that he is the most inexperienced person I never seen. Finally another agent came from Lufthansa desk and fix the issue and finally got me checked in. What has upset me was I show them the requirements and they don't accept but they don't assume that they are not up to date with training. Having this staff will not showing us the good work from Air canada . Please take this in consideration while people are spending a lot of money to travel with all required documents, but get stuck at the airport for an inexperienced staff. Thank you

The following is an incident that Air Canada management should be aware of.



Air Canada/ Jazz #8915 (E75L) flight on 21-Aug-2022 from Toronto Pearson Int'l (YYZ) to

Chicago O'Hare Intl (ORD) has been cancelled



My grandson arrived from Israel (AC 081) after a 11+ hour flight. His connecting

flight to Chicago was delayed and then cancelled I presume because of the weather.



Around 11:30PM while waiting to board, the GATE STAFF GOT UP AND LEFT without saying a word to the passengers. A few minutes later the passengers received an email stating that the flight was cancelled. The passengers were LITERALLY STRANDED without knowing what was going on and with nobody to speak to.



It seems the gate staff didn't want to deal with the passengers so they just left. This is

IRRESPONSIBLE AND UNACCEPTABLE BEHAVIOR by Air Canada staff.



Air Canada/ Jazz #8915 (E75L) flight on 21-Aug-2022from Toronto Pearson Int'l (YYZ) to

Chicago O'Hare Intl (ORD) has been cancelled

I have been waiting for 3 hours to talk to someone about my bags that were included in the flight, but I had to pay again to be able to board.

I have booked my flight from toronto to winnipeg for the day of august 16, 2021.
This is my first time when i reached in canada after spending lot of money from indirect route. My flight departure time was 20.30.
I reached at check in line at about 19.15 and i told one of the lady employee standing there that i have a flight at 20.30 and she told me to wait in line that u still have a time. When i reached to the counter it was about 19.50 and the lady whose named was christina denied me to board the flight saying that the flight is full as i am late for check in. And the lady who told me to wait in line that u still have time said nothing and was just standing there. I told christina about what happned and i still had time to board the flight but she keeps saying no and was very rude to me. Even when i asked what i can do now as i know nobody in toronto she said she cant do anything in it and she just gave me option that i have to get another ticket from her different day flight.so i asked her option and she gave me two option one on 18th from toronto to winnipeg via calgary and other one on 19th from toronto to direct winnipeg. When i was discussing it with my uncle on phone what to do she just print of the ticket without waiting for my answer and said that this is the ticket for you and u can call in customer care to cancell or rebook and told me to get out of the line and was so rude. I tried calling customer care late at night waited for about 3 hours but no answer and suddenly my call gets cut automatically...so i have no option to say that this is the worst service i had..the lady at counter named christina was also very rude and i get very bad experience right after i enter in canada.now i have to pay for my hotel stay in toronto and other expensis too. Also i have to pay for my luggage from toronto to calgary and calgary to winnipeg as nobody from customer care answer my call even after waiting for 3 hours. I wont recomend air canada ever and not gone recomed to my friends and family.i dont know how the flight gets full even i get there at time. And nobody listen to me as i was new to canada that they know i cant do anything as i dont know too much rules about here but air canada should have some responsibilty about their customers. If they over booked a flight that should be their responsiblity not customers responsibility.

Air Canada cancelled our August flight in April to Britain. The reason code was "government advisory" we had a government advisory at the time until the end of May. My flight was for mid August!!!!!! I am now on my 5th itinerary. My direct flight I paid for have now become connecting flights with stay over in another country. They have changed what I booked and hide behind Covid as the reason. But we all know they are economically restructuring there flight path and REFUSE TO REFUND my money even though they chose not to provide the service I paid for.

Horrible service during flight from Toronto to Calgary..
The current refund issues during pandemic is really horrendous

Air Canada has dismissed DOT regulations and Consumer Protection. They feel they are above the law and want everyone to fit into their tiny box and assume a 2 year credit will work even for us who never travel and may not be doing so in the near future. This company is a failure and a fraud. They are theifs who steal and don't deliver the goods they promised. After many failed attempts they have chosen to keep money and give nothing.

AC is unreliable. Flights are mostly delayed or cancelled. I fly every week for work and I am stressed until I make it to destination. Planes are dirty and seats are worn out on Rouge planes. I feel sorry for their employees and how they cheat you out of refunds and credits when they are unprofessional.

Air Canada's Customer Service is an Oxymoron. They have deliberately made it extremely difficult to contact them if you are not in North America. Just trying to access their website from Asia is blocked. This makes just finding the customer service number extremely difficult. If you have problems and you are not in North America, then God help you, because Air Canada's so called "Customer Service" certainly will not and after having to find tricky ways to make your call appear to be coming from the USA, you can then wait for an hour and a half on hold before you will be treated to the unhelpful arrogance of what ever uninformed person that comes on the line. Their take it or leave it attitude to the inequitable, non-w
orkable proposed solution to your dilemma, caused by Air Canada, leaves me gasping with indignation. The fact that there is no other channel to provide assistance other than a useless email option that won't be responded to in less than 6 weeks clearly indicates that Air Canada's "Customer Service" only serves Air Canada.

Just like Swoop Airlines and Sunwing... Air Canada robbing us right under our nose. We are only asking for what is RIGHTFULLY OURS... OUR MONEY!!! Why should the Airlines get to keep our money and collect interest on it and we're stuck with Travel Vouchers we will never get to use! Who knows when this pandemic will be over and when will passengers feel comfortable to fly again???? This is a Financial and Stressful Nightmare not getting our own money back. We paid for a service and was not delivered! We did NOT purchase Travel Vouchers! We are tired of being basically told to 'suck it up' by the Government, Airlines and CTA.

Air Canada canceled my flight to Italy on Aril 16th. I checked Air Canada website on April 18th. This greedy company kept selling tickets for the same flight and it costed 1200$ more for 3 of us . The company keeps selling tickets for cancelled flights so it can give passengers useless vouchers instead of returning money. Shame on you . When this is all over , I will never support Air Canada again . My family loves in Europe , they all got money back . Even the cheapest budget airlines returned money back . But not Air Canada !

GIVE ME MY MONEY BACK! YOU DID NOT PROVIDE ME WITH WHAT I PAID FOR! You are withholding money that does not belong to you, thieves! Your vouchers are USELESS

Customer trust and confidence is gone due to inappropriate business practices of Air Canada to the paying customers who are being denied refunds. You know the story.
My family is out thousands$$$, but the fight isn't over until everyone is refunded. Will never fly a Canadian airline again if I can help it, let alone pay $$$ almost a year in advance of intended travel
Shame on you Air Canada..

Air Canada cancelled my flights and have refused to refund my money. I have been flying AC for years and have been an Aeroplan member since 1985. That is now over, never again will I fly with Air Canada, they are criminals who stole my money. Please go bankrupt!

I purchased a round trip ticket to Casablanca in NOVEMBER 2019, way before COVID was even here. Being forced into a voucher scheme was my only option after Air Canada cancelled my flight. The voucher was only in the amount for the flight with no returns on the seat selection. His very pitiful, how truly criminal. I want all my money back as a refund not a bloody voucher. I don't ever want to fly with Air Canada again and never will.

I now believe that Air Canada's motto is we are not happy until you aren't happy. They cancelled our flights without letting us know in advance, and left us stranded in Europe, we attempted to reach them and calls kept getting dropped. We paid another airline to get us home to Canada, and for the last 2.5 months have been attempting to get a refund. We get a different excuse each time we hear back. The latest is our fare was "non Refundable" my rebuttal was I would understand if we cancelled, but it was Air Canada that cancelled without even letting us know, so how is that fair? We paid AC for a service and they cancelled while they were clearly still flying and they just decided to cancel our flights and not offer an alternative.

Tickets are contracts. Despite COVID 19 as an excuse you have your own rules of tariff that you must refund passengers for flights that you have cancelled. Air Canada cannot change the rules of your own company with a "policy" that says you can suddenly give vouchers. THis is not legal. People are initiating disputes with their credit card company and getting their money back. This poor customer service of yours will end up biting you in the end. Passengers are the source of your income. If you anger all of us, we will choose any airline but yours in the future. Please refund passengers according to laws already in place.

Worst customer service imaginable. Has not been a way to speak to anyone for months - long before pandemic situation

Terrible customer service. Don't care about customer rights.

I booked a ticket from Taipei to YYC in August 2020. Air Canada grounded the Taipei route until March 2021. The aircraft was grounded but no refund was made.
Today, people from the airline contacted me and asked me to go to Japan to catch a plane. I bought it from Taiwan, but asked me to take a flight from Japan. Be careful of this kind of untrustworthy airline.

Refund my money.I am not a bank to give you an interest free loan.

Air Canada very very poor service. You can book from Australia but you cannot contact them from here when they cancel your flight. NO email address, prospect of waiting hours on an international call. Refuse refund despite living in another country with little hope of using Vouchers. Forced into eventually offering no time limit on vouchers, still useless to us. Long wait on FB for someone to get back to you and then just corporate blurb. NO compassion for seniors and people stranded due to their cancellations. Whimpering about their viability while CEO has been drowning in his money. Using everyday people as unwilling banks, holding their money hostage. Hiding behind the pathetic CTA. Refusing to comply with DoT rulings. Refusing to refund OUR money!

Air Canada is exhibiting appalling behaviour. They do not seem to care about their customers, who have paid to use their service. During the COVID-19 pandemic, they have kept people's money for flights that did not occur. The staff I spoke with at Customer "Service", were rude and uncaring. They offer vouchers which are useless. Air Canada GIVE YOUR CUSTOMERS FULL REFUNDS!

Customer Services was rude and unpolite if you have any question or lawfully or right point about refund without reason, no refund/credit - air canada customer service useless people working and management. They want keep customer money to run business. No fly again with Air Canada

Franka Air Canada Employee gave me polite courtesous and excellent customer service at Sault airport on 7/26/23.
I would like you to acknowledge her for that and her years of service with Air Canada.
Thank you
Shelley Little

On August 20th,2015 we were booked to fly from Canada on AC to Newark and then from there to Lisbon. We were put on the plane , waited inside for an hour and learnt that all the flights to New York , Newark were cancelled due to "bad weather".
We left the plane and the hell started. We had already our hotel in Lisbon booked and some trips. We were at a loss. People working at the airport just wanted to get rid of us, were giving us phone numbers where to call. They were also very rude and unprofessional. But somehow we got lucky. Mike Jeffrey from ticket counter, did not want to send us home. Took all his time he needed to find flights to Lisbon the same day. He was very professional, considerate, friendly . The fact that we flew to Lisbon on 20th is Mr. Mike Jeffery's doing. We owe him a big one. Air Canada needs more people like him. He deserves a good raise and a promotion. Mr. Jeffery, thanks a lot. thanks to you we celebrated our 40th wedding anniversary as planned.

After Losingmy Carry On Piece Last Tuesday Jan 20, On Flight 1803 Coming From Kingston And Connecting To Montreal On Flight 426, I Was So Distraught, And Decided To Seek Help From One Of Your Employees And Was Highly Helped My Bag Was Foun Within 30 Mins, After I Was Told At Bag Drop That It Was Not Tagged , I Started Crying Cause I Had A Long Day Of Travelling, But To My Dismay I Seeked Help From One Of Your Employees Which I Do Have To Mention His Name One Mr.dwayne Montaque, Baggage Agent Thanks A Million Bag Was Tracked And Was Personally Returned To Me Before I Boarded My Flight To Montreal, Thanks A Million.....

After a series of flights with other airlines on which service staff had been uniformly friendly, helpful and good-natured, was brought back to earth on encountering some vaguely irritated Canadians staffing Air Canada. Their indifference made me really feel like I was coming home! Other than that, meals, entertainment and accoutrements (pillow, blanket, earphones, snacks) were on par with other overseas flight providers

Called once was asked to leave a number,if I prefer to, picked this option and AC rep called me back in allotted time Very satisfied with service

march 13,2013-AC i took this flight and one of the airhostes was very nice, friendly extra helpful that she didn't have to be, that's what made her special and we need more people like her, becaus in past some of air canada hostes were rude, that's why i was scared to fly with them, but this time i had to take this flight, and i was very happy to see people like Jaswindgr Birk, i wish more people were like her. because of Jaswindgr airhostes i am not scared of flying with air canada anymore.

This company has really improved!!!! Now my favorite airline!

I flew out of NYC La Guardia airport on Sunday, January 13th to Toronto. The flight number was UA8231. My hat and gloves fell out of my coat. The Air Canada Stewardess and the United Airline service people found my hat and gloves and left them in customer service for me. I retrieved them on Tuesday when they returned. Everyone couldn't have been more helpful. Thank you!!

Air Canada provides better service to their male clientele. If a male and female are seat mates, often the flight attendant will serve male first. This is especially true in business class. They will serve an aisle seat first in one row and switch to the window seat first in the next row simply because of who is occupying it rather than being consistent and serving either aisle or window first. Not all flight attendants do this but a significant percentage do. Recently, a male customer was abusive to me not once, but three times while the flight attendant did nothing until I turned around and snapped back at him. Only then did she intercede. She could have easily diffused the situation prior to my having enough of this jerk but because males have priority, she stood silent likely thinking the little lady would be meek and take it and the problem would go away. It's polite to ignore once even twice but after the third verbal attack, I had to put him in his place out of self respect. I've been a loyal customer of Air Canada for over a dozen years, fly minimum twice a week and am thinking it might be time to give Westjet another try. They need to provide business travelers with a program that makes it worth our while to fly with them though. Air Canada also makes it very difficult to escalate issues if you feel you need to so management is likely unaware of many issues at the airline and for this reason, unable to really improve.

A special "Thank you" to the AC gentleman employee who assisted us on Monday Nov 5 in Vancouver. Four of us missed our AC flight 246 at 17:15. It was our mistake and he managed to get 2 of us on each of the next two flights to Edmonton. We were in the airport sitting across from our gate and missed the call for the flight and the paging of our names. He was so understanding and courteous after making such a stupid mistake as to our departure time. Our luggage was waiting for us in Edmonton with the assistance of another gentleman AC employee at baggage claims in Edmonton at 10:30pm.
A Big Thank you to these 2 employees. I wish I had got their names to thank them personally. They were so helpful in the final chapter of our holiday in China.

Juan Carlos Davila was the service director on my recent flight from Calgary to Ottawa. His overall work ethic, friendliness and helpfulness to a traveller who spoke no english/french was exceptional. A standout in my opinion.

Flight from Toronto, Canada to Frankfurt, Germany-Friday May 11, 2012. I am emailing on behalf of Bill and Marjorie Michaels from Newport News, VA. USA
My mother-in -law and I were with a group of 8 traveling from Richmond, VA to Toronto for a connection to Frankfurt and on to Copenhagen, Denmark for a Norwegian Sun cruise of the Baltic. A wonderful person, Louise Carreira stayed by oursides as Bill came up as a random TSA security screening. The Michaels are in their 80s and this delay would have been so much worse without Ms. Carreira's assistance. She stayed by our side and was pleasant, calm and positive throughout the entire time. The 4 of us missed our 4:30 flight and with great effort on her part, were able to finally catch a flight at 10:00 pm.
She could not have been more helpful or pleasant and stayed with us until her shift ended at 8pm at which time she handed us to another capable gentleman, Sergio who got us to gate 72 where we made our flight on time. I am hoping that Ms. Carreira will receive recognition for her extraordinary customer service.
Our heartfelt thanks,
Dianne Richard on behalf of Ann Elksnin and
Bill & Marjorie Michaels.

We boarded flight 138 from Vancouver to Ottawa May 30th, 2012...seat no.33F and 33E. We were told that the electronics on that flight was not working...The staff gave out goodwill vouchers....The claim nos. are 35MLALJ and NKSYEH3////Who do I contact and what can I expect from Air Canada...to make up for the loss of all electronic eqyipment..

Wow, I have never had a bad experience on a flight with Air Canada. Some of the francophone phone agents can be hags but they are just on the phone. Even at the airports the agents have been fab. Sorry for everyone's bad experiences but holiday time starts as soon as I leave my house and no one is going to wreck it for my family.

I am 83 years old and use a wheelchair.I left Toronto for Vancouver on Flt 137 on August 1st..Seat 30C...my tv moviem channel was not working, and your FLIGHT ATTENDANT CHANTAL MINTEN was extremely concerned and helpful,AND as frustrated as I was!

She even offered to move me to another seat where the TV was working, but I gratefully declined as my seat # 30 was so close to the washroom, I didn't want to leave! But I wanted to commend Chantal for being such an excellent flight attendant,,,I have used Air Canada for many years and wanted to share this with you. Sincerely Phyl Goldner

Phoned 1 888 247 2262 and got answered within 2 min. Very polite and helped me with my problem. Very good service is what I experienced.

Greetings:

I flew AirCanada on 7/15/11 from Edmonton to Toronto--Flight #114. BEST EVER.

Stewardesses were awesome--classy, friendly, efficient and very attractive. Pilots dropped the plane into Toronto like a feather.

Going AirCanada again and again and again if that is the way the company operates.

Doug Carruthers

Ask my question and with in 2 min. I was done
I was on line for only 15 min. Customer sercice was very nice. Thank You Cathy

Hi
I have to say that I was really worried when I called Air Canada Customer Service especially after reading the comments on your site. In the end though I was only on hold for 15 minutes, the operator was very curteous and solved my problem immediately. I have flow extensively with Air Canada and without exception have had excellent service. I guess people only take the time to make negative comments. Well I am taking time to give credit where it's due.
Thankyou
Kelly from Vancouver

Early last Tuesday (12/28), my husband and I arrived at Heathrow for the 9:00am flight to Toronto. The two men at check-in were so friendly and helpful - same at the gate. The flight to Toronto was smooth and the service was superb - all this right after Heathrow's weather problems. We're ready to fly Air Canada again. Thank you all for a great flight.

I am writing to praise a flight attendant of AC 64 (23DEC10) left Incheon for Vancouver at 18:35. My seat was 24A. I don't know the name of her but I guess she was Japanese. While the 2nd meal was being served, a passenger in front of me was in sleep with her seat inclined. I wanted the passenger to place her seat upright but couldn't do anything. As the attendant came by to serve the meal she noticed it and asked my understanding saying she was in asleep. I was impressed to see the attendant's reading the situation quickly and taking a proper action.
My good feeling of this comes from my bad experience when I was on the United Air. It was a meal time also. Passenger in front of me would not replace her seat back upright even she was awake. I wished she could recognize what she should do. When a male attendant came by me with my meal, I gestured him to ask the passenger to pull the seat back to the right position. The reason I asked help of the attendant was that I did not want to be in discomfort with the front passenger. Surprisingly, the response of the attendant was that " you ask her!". I was so embarrassed by that and when I arrived at my office I wrote a complaining letter to the United Air. But no answer from them.
The japanese attendant of Air Canada knew what the passengers want and what she should do. By her considerate service, my long and tiring journey turned to a happy experience.

In a day and age where everyone seems to be complaining I would like to tell a different story about Air Canada. On Oct.7 I was flying from Moncton to Toronto, then on to Edmonton and final destination being Yellowknife, NWT. Our luggage was checked in at Moncton on to Yellowknife. I could not believe my eyes when my luggage came
rolling by - the zipper was totally open all the way around - only my coloured strap to keep it together around the middle. It was laying down - not standing up. To my total amazement not a single thing was missing when I got to my destination. Clothes were all there - not to mention Christmas presents and other items. Where the bag broke I will never know, but I want to say 'thank you' to the baggage people of Air Canada who managed to get my treasures safely to Yellowknife! A job well done!

This is to express my appreciation for an unexpected favour given to our visitors. Flying to Frankfurt they were upgraded to a
vacant businessclass seat by the boarding agent. This bonus capped of their vacation nicely. Your agent contributd greatly to the
pleasure of these passengers, provided good ambassadorship and promoted Canada and its Airline with our german relatives.
Thank you to your staff and management.
Sincerely.
A.Bazner, Kingston

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.

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