✅ Verified Review
| Honolulu to Deer Lake via Vancouver. My family's wonderful Hawaii trip had a very upsetting ending due to Air Canada's horrible service. We endured multiple flight delays and cancellations due to technical issues with their planes and had to pay for three hotel rooms out of pocket to accommodate our 8-month old baby and my elderly parents who would have been stranded overnight in two separate cities. It took us 2+ days to get back home (instead of the scheduled 23 hours). Our returning flight AC1830 was delayed due to technical issues. We found out about the delay when we arrived at the airport around 7:00 pm (no previous warning) and the departure was initially postponed from 10:00 pm to 3:45 am but got delayed again to 4:15 am early in the morning. AC told us that since they didn't cancel the flight they were not responsible to book us a hotel room despite the fact that we had an infant and two seniors travelling with us. I couldn't understand how AC expected families with small children and babies to deal with this - sleep on the airport floor? We decided to book a hotel room on our own since we have 20+ hours flight ahead of us and an infant baby travelling with us. A motel room with airport shuttle cost us $200+tax USD/room due to the last minute booking. AC did postpone the departure again from 3:45 to 4:15 am. Neither my husband nor I was able to sleep well as we were afraid to miss our flight. This was only the beginning of our horrible experience. We were supposed to have two connecting flights after arriving in Vancouver (VAN-TOR, TOR-DL). Due to this first delay, AC had to cancel our subsequent flights and rebook the rest of our trip. Instead of flying to Deer Lake on the same night we arrived in Toronto, we had to stay in Toronto overnight. However, AC couldn't give us the rest of our boarding passes, nor could it book a hotel in Toronto for us. The agent in Honolulu told us that we needed to get the hotel from AC's customer service in Toronto once we got there. AC's flight from Vancouver to Toronto got delayed again and the plane did not land in Toronto airport until 10:45 pm on May 2nd. By the time we got off the plane it was almost 11:30pm. There were 50+ people in line at the AC customer service kiosk, while only two to three agents were working. The line hardly moved and after midnight an agent came to the line telling us all the hotels around the airport were sold out and we had to look for hotels on our own. He said the desk would be closing in 30 minutes and the agents would leave despite there were still so many of us unserved. He told us to call AC to rebook our flights. He also told us to find hotel on our own; and AC will reimburse up to $100 CAD per room. Seriously, I want to ask AC where to find a hotel room cost $100 or less nowadays?? As we learned that we wouldn't be helped by anyone at the desk, my husband started to call AC about our booking and I started looking for hotel rooms for us since we were all exhausted and I did not want my super-exhausted baby to sleep on the floor in the airport. As it was after midnight already, I couldn't book a room on Expedia or other online booking website as they couldn't take May 2nd as the check-in date. Therefore I started calling every hotel around the airport. Finally a hotel had two rooms available and they cost us $169+taxes although the regular online booking price is no more than $128, thanks to AC for causing the last min booking.