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 1138 reviews
5/10
4 star Skytrax Rating
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1/10

"I will never use again"

(United States)

Trip Verified | Rome to Los Angeles via Toronto. I will never use again after the delays, (7 hour delay in Rome) Missed connections (ended up flying through Amsterdam after 4 hours of waiting to get to Zagreb which was supposed to be direct from Toronto). We were put up in a hotel at 1:30am only to get up at 5:30 for a morning flight, lost luggage to and from Europe, all with 2 little girls in tow. 2 days lost luggage in Zagreb, 5 days lost luggage in LA 6 days for the stroller. If I had known this I would have booked with another cheaper airline to get this service. the reply from customer service was a cut and paste "we'd like to give you 25% off you next flight" - I don't think so! I have never written a review for bad service or delays, but this was too much.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteRome to Los Angeles via Toronto
Date FlownSeptember 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
1/10

"seat I did not fit into"

(Canada)

Trip Verified | Toronto to Rome. Flight was delayed and we specifically paid an extra 400 for premium seats and we spoke to the Air Canada Agent in reservations to make sure we had the correct seats on both legs of the journey since I had heart surgery and am a big man who needed the extra leg room and ability to raise the arm rests for more room. I was assigned a seat I did not fit into because the arm rests would not go up on this premium seat. The plane was full and no other seats could be given. My mother also had a seat whose arm rests would not go up but being smaller it was not an issue for her even though these were premium seats. On our return flight from Rome to Toronto we paid 300 for premium seats (total 700 for both legs wife came back on an earlier flight) and when we boarded the plane our seats had been given away and the premium seats we paid for two months earlier were not available. We were in row 45 which was the last row in Zone 3 with very little leg room. I had to take the middle seat since the window was too tight for me and the arm rest in the aisle would not go up. The flight attendant said there was definitely an error on the seats assigned and she made me follow her to the gate agent to see if anything could be done. The agent said all seats were full and there was nothing she could do. The plane was ready to depart so I took my seat and suffered on the 10 hour flight back. At the airport in Toronto there was no one to speak to regarding a refund and our experience with Air Canada as well as my medical issues and my mother being abandoned in Rome on her own in a wheelchair. I was told to call a number which was an office in Calgary that would need a letter mailed to them regarding the issues I experienced. I was also told to google a customer care website where I filled out the online forms for both my medical and my refund for the premium charges. We specifically booked through Air Canada direct so we would be able to avoid any issues with other airlines or agencies and could deal with AC directly but it has been a nightmare trying to have anyone reach out to us or resolve our issues before, during and after the flight. Again today I have once again resubmitted our request for refund and am currently waiting. The customer service agent in reservation (50 min hold) said she cant do anything over the phone and it could take 2 months. She told me to send out a claim again online.
AircraftBoeing 777-300
Type Of TravellerFamily Leisure
Cabin FlownPremium Economy
RouteRome to Toronto
Date FlownAugust 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
3/10

"we had to wait in standby"

(Canada)

Trip Verified | Geneva to Toronto via Montreal. We arrived from Geneva to Montreal at 3:20 and connection flight to Toronto was 4pm. After customs we arrived at gate to board to Toronto at 3:45 only to be told that they gave our seat to someone else because we couldn’t make it for 4 o’clock flight. Agents wouldn’t even answer our inquiries. At 4000 dollars round trip plus upgraded seats we had to wait in standby for the next flight to Toronto plus loose our priority seating. We would think twice before we fly Air Canada again
Type Of TravellerCouple Leisure
Cabin FlownPremium Economy
RouteGeneva to Toronto via Montreal
Date FlownSeptember 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

"not even an apology"

(Canada)

Trip Verified | Vancouver to Edmonton. As I waiting for the flight at the gate, I heard a call for 4 volunteers who are able to take the next flight. The announcement also said those who volunteer will get a $400 cheque. I was the 2nd volunteer who went up to the female attendant at the gate and she dealt with all the paperwork and informed me that I was booked for the midnight flight. So, as per my previous plans I originally arranged for my parents to pick me up at the airport. As I took the next flight and was confirmed by the attendant, I informed about the change in time for my pick up. I was told by the attendant at the gate that I would get the $400 and my boarding pass after all passengers had boarded. After a while when everyone had boarded, I heard my name being called to the gate. I went up and talked to the other male attendant. He quickly asked for my ID and gave me a boarding pass and I was rushed to board the original flight. I was very confused and stressed with the sudden changes to the plan as I thought I was already confirmed and scheduled for the next flight. As I boarded the plane, I was told to quickly load my carry on in the front overhead compartments and I took my seat as per the boarding pass. The plane started to take off as soon as I was seated so I did not have enough time to contact my parents about the changes. When I landed in Edmonton, I tried my best to call my parents again but they had already went to bed in order to wake up at midnight to pick me up as per my previous conversation. I did not have any other options other than waiting at the airport until 2:00 AM when they finally came to pick me up. Overall, I was very dissatisfied with the service and the lack of understanding I received from the attendants. This is also only second time travelling so I was very scared and nervous about the whole situation. I called the customer service today about receiving the $400 cheque that I was originally promised but they told me I was suppose to receive it at the airport. I also emailed Air Canada but got a very generic response about their policy, didn't address my original compliant and also not even an apology.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteVancouver to Edmonton
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
9/10

"available, friendly and attentive"

(United Kingdom)

Trip Verified | Window seats had very good views and aisle access. Although a B787, I had individual controls for blacking out my window and FAs were supportive of my wish to sit in daylight on a day flight. However, those that like to sit in the dark on day flights should be warned. FAs were available, friendly and attentive at all times. Food was good but not of the really high standard you now get on the best Asian carriers. IFE had latest movies but limited range of music. Overall, though, a very high standard.
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Cabin FlownBusiness Class
RouteLondon to Vancouver
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"still waiting for my bag"

(United States)

Trip Verified | I have flown Air Canada many times and was generally satisfied with their service, yet my last trip was less than to be desired. My flight from Paris to Toronto was delayed by more than 5 hours. The company stated the cargo door was broken when unloading merchandise. When we finally boarded we were not told we were to land first in St John's Canada to have a pilot change. They should have left us in Paris and resume normal schedules hours albeit a day late, yet to add to this when the flight left St John's to arrive in Toronto, we were met at the Toronto airport by gate agents ready with hotel vouchers and new boarding passes for a flight to LAX the day after. I was told because the flight from Paris into Toronto landed after 9:00 PM there were no more flights into the US (we had landed a little past 10:00 PM). I went to the hotel where the shuttle took over an hour to arrive to pick us up after several calls to the front desk letting them know we were waiting (you would think the airline would have this a little more coordinated). Well by the time I got to the hotel it was midnight and I had to get up by 5:00 AM to catch the flight from Toronto to Los Angeles. Arriving at the airport at 5:45 AM I was told the flight to Los Angeles was delayed by one hour and 45 minutes so instead of leaving at 8:05 AM the flight now left at 9:45 AM. To add to the ordeal there also was a medical emergency on the flight to LAX, they flight had to understandably stay at the gate while paramedics attended to the patient. We finally land at Los Angeles a little before 11:00 AM only to find out my luggage did not make the flight. How can the luggage not make the flight when I was over 4 hours early checking in? (got to the airport 3 hours early for international flight and over 1 hour delayed flight - clearly they had plenty of time to verify and check the luggage). The personnel indicated to go to the Air Canada website to track luggage. Website provides little to no information. Basically has what I told them at the baggage claim at LAX yet does not track where the luggage is at. After calling the agent at LAX, I was told my luggage landed at 5:00 pm.. I was told the delivery company has 24 hours to deliver me my bag. Not only am I jet lagged from being in Europe I am told to stay up to be in receipt of my lost (now found mis-tagged bag). I am still waiting for my bag 12 hours after it supposedly arrived in Los Angeles.
AircraftBoeing 787
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteParis to Los Angeles via Toronto
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"flight has been changed"

(United States)

Trip Verified | I booked the flights for later in September 2018 from Denver to Nagoya via Vancouver about 2 months ago. The original plan was making connections at Vancouver and the whole trip was around 18 hours. But a week before the departure day, they sent me an email saying "Your flight has been changed. Check it out. If you have any questions, call us". That was it. They didn't call me and just sent me the rescheduled flights. Like I've said, the original one was only 18 hours flight but the new one takes 3 days. ] Why should I stay in Canada for 2 days? ] Other flight tickets for the date got too expensive for me to afford. I called them right away and asked them to reschedule it and they did. I mean, they did have much better flights but they didn't give them to me from the get go. Now the flight time is around 25 hours which is not bad. But it was worse than the original one. On top of that, with those tickets, I have to make connections 3 times to get to Japan and I only have 45min ~ 1 hour for transit at each airport. I was concerned for the limited time so I called them again and explained everything to the operator. He didn't say anything while I was explaining and after that, he just said "Yes, you have enough time. Any questions?" It was so rude. He only said 2 sentences, didn't even name himself and hung up the phone. I told this whole story to my friend who got to talk to their supervisor and he arranged me a perfect ticket which was a direct flight from Denver to Vancouver of United Airline and upgraded all the flights. Why didn't they do this to me to begin with? Keep calling them until you get the best tickets I'll update this review after the flights.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteDenver to Nagoya via Vancouver
Date FlownSeptember 2018
Ground Service 12345
Value For Money 12345
no
10/10

"Absolutely fabulous service"

(New Zealand)

Trip Verified | Los Angeles to Vancouver. Absolutely fabulous service from Bonnie, She really went the extra mile. Always there but never intrusive. Unfortunately wifi was not available. Catering was good.
Type Of TravellerFamily Leisure
Cabin FlownBusiness Class
RouteLos Angeles to Vancouver
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"usually the cheapest"

(Canada)

Trip Verified | Paris to Vancouver. The flight itself was OK but the food (chicken wrap) they served before landing was disgusting. Not very dreamy for a Dreamliner when the seats don’t have much padding and the toilet seat cover doesn’t even stay up. The attendants were forgetful (messed up on our drinks twice and forgot where we sat when we asked for headphones and too chit-chatty among themselves. The only reason why we’d fly with Air Canada is because it’s usually the cheapest option. I guess you get what you pay for.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteParis to Vancouver
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"very happy flying with them"

(United Kingdom)

Trip Verified | Montreal to London. Simply Amazing! I was on the verge of missing my flight as the airport transfer service from city is very poor and runs with severe delays (I was not aware of this). The ground check in staff realizing this whisked me quickly through the check in lane (where there were huge queues). I managed to get onto the flight. The plane was clean and nice. A B777. Fairly new. IFE was quite decent. Upon my request the check in staff very happily gave me a nice window seat as well. Food was decent as well. Cabin staff very courteous and polite. Flight landed almost on time (just few mins of delay which doesn't really matter). Overall very happy flying with them.
AircraftBoeing 777
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteMontreal to London
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes