Air Canada

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1060 reviews
5/10
4 star Skytrax Rating
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1/10

"pay to change to an earlier flight"

(Canada)

Trip Verified | Boston to Montreal. We arrived 4 hours earlier for our flight. There were 2 earlier flights available for us to board before our scheduled flight. First attendant at the check in said upon our inquiring that there were no earlier flights available, but there were 2 earlier flights. She didn’t even bother checking. We decided to ask the attendant through security instead. He mentioned we would have to pay 200 USD to change to an earlier flight. Interestingly, I travel with Air Canada for work frequently and this was the first time they indicated I would have to pay to move my flight earlier. We decided to try our luck a third time with a different attendant. This one didn’t even let us finish asking our question and immediately said it wasn’t possible while discussing an unrelated topic with a colleague of hers. Terrible service. We can understand that some accomodations may not always be logistically possible but in this case it feels like we weren’t even being considered. Not a trademark of a customer centric company.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteBoston to Montreal
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"unacceptable seat pitch"

(Canada)

Trip Verified | Toronto to Vancouver on AC101 on a full Boeing 777-300ER. Check in at Pearson wasn't busy but the staff at the bag drop area had such a rude attitude that made for an unpleasant start to the trip. Boarding was a complete mess, as they were boarding a 400-seater aircraft through a relatively small gate, with no real division for the Economy Class zone boarding normally found for international flights. Because of this, the line clogged the entire walkway of the terminal with people. A lot of bags had to be gate checked due to the full flight, thus, delaying the boarding even further. None the less, the flight departed and arrived on time. The seat, while acceptable for its width, has an unacceptable seat pitch. I couldn't imagine spending more than three hours in that seat, even the thought of bearing a 13-hour flights AC's 777-300ER flies on. The crew was slow but courteous, serving a full flight. Only drinks were complimentary for this flight. Entertainment selection was sufficient for the domestic flight, with some movies only having trailers available for some reason. Overall, not a happy customer and if I were to fly on the same route again, at the same price point I would pick WestJet over Air Canada, having flown the former on the return trip.
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteToronto to Vancouver
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"flight attendants are attentive"

(Canada)

Trip Verified | This flight from London Heathrow to Toronto was typical of Air Canada. The 787 pods are very comfortable, the flight attendants are attentive, the IFE was OK, but the food was almost inedible. Air Canada food is sometimes excellent and sometimes dreadful!
AircraftBoeing 787
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteLondon Heathrow to Toronto
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"the worst experience"

(United States)

Trip Verified | Houston to Toronto. I am very unhappy with the services provided by Air Canada. I had previously checked in online the night before. I came by the check-in desk to make sure I did not need to do anything further prior to proceeding through the security gates. I was then asked if I had any bags to check. I said, "No, but I have this bag I am carrying on." The lady at the check-in then stated, "Place it in that", pointing to the airport carry-on sizer/fitter. I did, and it fit perfectly. She then stated, "Well, sir, the flight is full. You will need to check it." I asked if there was any way to not check it as I had my suit in it for a conference I was attending. She looked at me and said, "No". She then placed tag on the bag, and then stated, "That will be 25 dollars." I looked at her incredulously and said, "Excuse me? Just because the flight is full is not a reason to assess me a 25 dollar penalty. That is Air Canada's issue and not mine. I did not sign anything saying I agreed to this penalty". I then asked for her manager which was "busy". I then said I would wait for the manager. However, after 15 minutes, the manager did not arrive. I proceeded to take my bag through security as initially planned, and everything was fine. I proceeded to the gate at which point I was told that what she said was not true, and I should not be assessed any fees. In addition, I called Air Canada Customer Service, and they also agreed I should not be assessed any fees for a bag that meets the requirements of a carry on but has to be checked due to a full flight. This is the worst experience I have ever had with an airline, and I will never choose to fly Air Canada again.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteHouston to Toronto
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"rebooking process was difficult"

(Singapore)

Trip Verified | My flight from Toronto to Boston is canceled due to the weather. While there is no way to tell Mother Nature there are better way to handle customer service. The website for refund and rebooking did not work for me and you can only transact with them on the phone for this matter not the counter. But I was on the waiting line for probably an hour and no one picked up the phone. In addition to this incident, I was flying from Toronto to Halifax and many of the customers were caught up in the security line due to “unforeseen” (from customers point of view) crowd at the check in and security check. We missed the gate by probably 2 minutes? Can still see the plane on tarmac but it’s deemed as customer fault and we were told to rebook. The rebooking process was similarly difficult. Not sure why their online systems have not been revamped. Customer service at the counter were also usually rude except for the staff at the priority line.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteToronto to Boston
Date FlownMay 2018
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Horrible customer service"

(Canada)

Trip Verified | Las Vegas to Toronto. Did not have enough over head storage for everyone's carry-on baggage so after boarding was an hour delayed, I had to wait at the door to the plane (literally at the door!) with numerous other people so they could hand write and print bag check tickets. My luggage got damaged and the airline won't do anything about it, they're also refusing to reply to my emails now. Horrible customer service.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteLas Vegas to Toronto
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"3 hours delay in Casablanca"

(United States)

Trip Verified | Casablanca to Houston via Montréal. Over 3 hours delay in Casablanca, the service on the plane is the worst in long flight not to mention the quality of the meal. At Montréal, the Air Canada staff were overwhelmed and they had no idea how to deal with many people who lost their flight connections. I was lucky to get on plane on time to Houston, 4 hours flight with no sandwich to purchase on board.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteCasablanca to Houston via Montréal
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"whole family thanks you"

(Canada)

Trip Verified | Edmonton to Castlegar via Vancouver. I would like to say a special thank you to Air Canada employee in Castlegar B.C. We had a connection in Vancouver and unfortunately our luggage didn’t make the connecting flight to Castlegar. We desperately needed our bags as we traveling to Grand Forks and leaving for a Comox by vehicle the following day. Nichole was kind enough to immediately contact couriers in Grand Forks to ensure that we would receive our luggage as soon as it arrived from Vancouver. We understand that luggage gets lost from time to time, but it is never convenient. Our whole family thanks you, as we were in Grand Forks to help elderly parents move to Vancouver Island and time was of the essence. You made our day when when the courier arrived with our luggage, thank you for not sending our luggage with Greyhound as that could have a disaster.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteEdmonton to Castlegar via Vancouver
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"recomend this airline"

(Canada)

Trip Verified | Roundtrip flight from Montreal to Shanghai the aircraft type was a Boeing 787 on both legs. I had a stand by ticket and it was available. The airline staff from the check in to the cabin crew was great and accomplished their work professionaly. Some crew members recognized me from a previous flight. The meals in First class were tasty, combined with a choice of wines. The seats were comfortable. I noticed some upgrades on the amenity kit and a small matress was provided for the seat on the return leg. Overall Air Canada has a competitive business Class product. The service on the ground and on board is consistent. I would recomend this airline to my friends and family.
AircraftBoeing 787
Type Of TravellerFamily Leisure
Cabin FlownBusiness Class
RouteMontreal to Shanghai
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"say a big thank you"

(Canada)

Trip Verified | I would like to say a big thank you to the lady who helped me over the phone with Air Canada to book me a flight for my nephews funeral. After a very hard week, she helped me so much and I had wished I grabbed her name to thank her properly. I appreciate everything you did for me, you have no idea how grateful I am.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteThunder Bag to Toronto
Date FlownApril 2018
Value For Money 12345
yes