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 1002 reviews
5/10
4 star Skytrax Rating
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1/10

"crew were purposely avoiding people"

(Canada)

Trip Verified | Horrible customer service. We were delayed boarding by over 30 min. Once on the plane we left an hour and a half late. It seemed like the on board crew were purposely avoiding people and blamed the airport. We missed our connecting flight to Las Vegas along with 16 other people on our flight and got no apology from Air Canada, aparently putting us up a night in Vancouver more than makes up for a night in Vegas. I usually fly with another airline and only booked with Air Canada because it was part of the hotel package. I will happily pay more for a flight from a different airline since I felt like this happens very often and they didn't even make an attempt to try and get us there the same day.
AircraftA320
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteKelowna to Vancouver
Date FlownJanuary 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

"I try to avoid Air Canada"

(Germany)

Trip Verified | Montreal to Munich. The experience was really poor! My first flight was 2 hours delayed and I missed my connection flight from Montreal to Munich! The plane had not yet taken off when arriving in Montreal, but due to bad communication and very slow customer service I saw my flight leaving. Luckily the agent booked me on a flight going to Munich via Geneva, this flight was already 3 hours delayed. They delayed that flight another 1.5 hours when arriving at the boarding gate. We again left more than 2 hours late, which then made me miss my connection in Geneva. Delayed plans, bad customer service, no communication, food on the airplane was bad, we got very little water to drink during a 6 hours flight and the entertainment system was old and very slow. In the future I try to avoid Air Canada.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteMontreal to Munich via Geneva
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"delayed an hour as usual"

(Canada)

Trip Verified | Toronto to Thunder Bay. Delayed an hour as usual and we were only informed 20 minutes before the flight. How is it possible for an hour and a half flight to be delayed by over 50% of its duration? Literally the worst airline I've ever flown. I'm a frequent flier making 20 flights a year internationally.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteToronto to Thunder Bay
Date FlownJanuary 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

"no effort made whatsoever"

(Canada)

Trip Verified | So, Air Canada is officially the worst airline I've dealt with. And I've seen plenty. Side note - YYZ, YAM and even YTZ were open and functioning at the time. My flight was cancelled as I arrived to the airport, without any explanation, as another airline operating the same aircraft type, landed and took off safely. I was given an alternative to leave on Thursday instead of scheduled Monday flight, with no concern of how am I supposed to pay for my stay in Sault Ste Marie for additional 3 days, missing work at the same time. No food vouchers, hotel or any other accommodations were offered. No alternative flights were offered. Nor from another city, nor from different airline. Customer service is outsourced from India and is absolutely useless. That's unacceptable treatment of customers, with no effort made whatsoever to rectify the situation. I was left with no alternative but miss work, look for accommodation and pay for food for three days. Cancellation email was received after I've returned from the airport, and the monitors still showed the flight as delayed. Please note - the airport wasn't closed, as different airline flight, using the same aircraft type, arrived and left on time. Also, I wasn't offered any alternative and was told that I have to "get to Sudbury myself if I want to fly from there", as well as the claim that "my expenses on the ground will not be reimbursed, because flight cancellation was caused by extreme weather" (please see above RE: airports operable). I was left stranded for three days, with no explanation and means of accommodation.
AircraftDash 8/A320
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteSault Ste. Marie to Vancouver
Date FlownJanuary 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

"turned an 18 hour trip to a 32 hour trip"

(United States)

Trip Verified | Flew Tel Aviv to Toronto via Washington DC. We fly a lot, and have never had such a bad experience, even with airlines that are much cheaper than Air Canada. It's not just that they treat you terribly but they genuinely do not care! Never have we experienced such poor customer service. To summarize our story: Air Canada staff caused us to miss 2 flights and turned an 18 hour trip to a 32 hour trip simply because they didn't care.
AircraftBoeing 787-8
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteTel Aviv to Toronto via Washington DC
Date FlownJanuary 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
9/10

"great deal and a great ride"

(Canada)

London to Montreal. It's always a pleasure to get a great deal and a great ride. I booked this trip to UK for Xmas back in August for three people (12 adults and 1 teenager) including extra baggage and seat assignment for less than $1,000 cad each. I had very low expectations. One the return flight we had an older A330, which definitely looks old school now, but with better leg room and personal space than the Boeing 787. The seats feel abused and lacking cushion for sure. Having said that the crew were pleasant, easy going and efficient. They served drinks, then a meal service, then another drinks service, then a snack service and I can say for once I wasn't hungry or grossed out by what they offered. Even got a "free" 2nd bottle of cheap red wine. The flight was ahead of schedule landing and we even relaxed enough to socialize with our fellow passengers on board and make new friends. Kudos to Air Canada for a really great economy experience. I still prefer biz or premium economy!
AircraftA330-300
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteLondon to Montreal
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"unacceptable treatment"

(Canada)

Trip Verified | Vancouver to Sault Ste Marie via Toronto. My flight was cancelled as I arrived to the airport, without any explanation, as another airline operating the same aircraft type, landed and took off safely. I was given an alternative to leave on Thursday instead of scheduled Monday flight, with no concern of how am I supposed to pay for my stay in Sault Ste Marie for additional 3 days, missing work at the same time. No food vouchers, hotel or any other accommodations were offered. No alternative flights were offered. Nor from another city, nor from different airline. Unacceptable treatment of customers, with no effort made whatsoever to rectify the situation. I was left with no alternative but miss work, look for accommodation and pay for food for three days. Every passenger on the flight was treated in the same manner. Cancellation email was received after I've returned from the airport, and the monitors still showed the flight as delayed. AC replied to my claim, stating that they "don't reimburse delays due to extreme weather" and offered me 25% discount on the future flights. Please note - the airport wasn't closed, as Porter flight, using the same aircraft type, arrived and left on time. Also, I wasn't offered any alternative and was told that I have to "get to Sudbury myself if I want to fly from there", as well as the claim that "my expenses on the ground will not be reimbursed, because flight cancellation was caused by extreme weather". I was left stranded for three days, with no explanation and means of accommodation. Not even mentioning I was already avoiding Air Canada, now I will do everything possible not to fly with them again. Unfortunately, they hold monopoly on flights within the country for the most part. Hence the price of the flight to Australia with Qantas could be as low as CAD $937 to Sydney, Melbourne and Brisbane and Air Canada flight from Vancouver to Sault Ste Marie is CAD $1200 is you are lucky.
AircraftBoeing 777 / 787 / DASH 8
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteVancouver to Sault Ste Marie via Toronto
Date FlownJanuary 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
10/10

"everything was neat, tidy and clean"

(Canada)

Trip Verified | A great flight from Air Canada, returning from Frankfurt to Calgary in premium economy. The majority of my recent flights have been on AC (also flown WestJet, EasyJet, and Lufthansa, I've found that AC compares favourably). Getting on board on this flight, I let my clean-obsession take over. If there was something out of place or noticeably dirty on or around my seat, I'd notice. But everything was neat, tidy and clean. The flight was on time. The cabin crew on AC is usually friendly, but this time I was struck by just how pleasant they were: My request for an extra meal (it was a 21-hour-long travel day for me) was immediately accommodated. The attendant came around in good time and offered more wine to the cabin without people even asking. When I missed the second meal (breakfast wraps) because I was asleep, the attendant brought me two servings to make up for it. When I asked for coffee, the attendant brought a handful of something, saying: 'I didn't know if you wanted sugar-and-cream or Baileys, so I brought both - choose wisely! I chose wisely and went with Baileys - and I'll choose Air Canada again because believe it or not, this kind of service and friendliness is pretty typical on most flights, and I've flown with them on countless times. There have been delays, but nothing not related to weather or maintenance; and most delays were compensated by vouchers or flight discounts. In general they're actually a pretty consistent airline.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Cabin FlownPremium Economy
RouteFrankfurt to Calgary
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"exceptional at apologizing"

(United States)

Trip Verified | Vancouver to San Jose. There is nothing terrible about the flight itself, it’s relative brevity / directness (2hrs), the staff, or other normalcies you’d expect from a flight. I have taken this flight both ways approx every 3 weeks for the last 9 months and I get to the destination between 30-60mins late on average (enough so that I plan for it in my calendar and always arrive the airport 10mins prior to boarding as I know there will be extra waiting). Today it’s some kind of maintenance issue (we’ll likely be delayed 3-4hrs before takeoff is the estimate over the loudspeaker). It’s routine for Air Canada to be delayed on this particular flight. It seems Air Canada is exceptional at apologizing for things though - I’ve heard more of the phrase “I’m sorry” on this flight than anywhere else (and I’m Canadian, so very used to hearing it regardless of context). I’m not a complainer, and a frequent flier, so understand all the things that can go wrong and have sat through most of them. I’m not sitting here fuming or anything. I have a phone / laptop and can work. It’s just something about the inconsistency of this particular flight that I’m hoping to prepare people for.
AircraftBombardier CRJ705
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteVancouver to San Jose
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Terrible ground service"

(United States)

Trip Verified | Copenhagen to Toronto intending to connect to a final destination in Florida. The flight was fine, our problems started the second we touched down in Canada. During the flight, we were asked if our final destination was the US or Canada and given the appropriate customs form. However, on getting there, we discover that we still have to go through Canadian customs and so needed the Canadian form too. We then had to get to a waiting area for our bags to come off the Air Canada flight and go through to US customs. On the airplane and by several signs in the terminal not to pick up our bag for customs; it would go directly through. My bag took 2 hours to get to where it needed to go and my companion’s bag was lost. So, naturally, at this point we can’t get to our next flight because US customs requires your checked bag to be accounted for first. So, we missed our next flight. It’s a busy time of year so no other flights were available for two days. We go to the counter to get a hotel since it’s their fault we couldn’t continue on our trip. We’re told by one employee to go talk to another, who gives us the phone number of their help line. I spend half an hour on hold waiting to talk to them only to be told they can’t do hotel vouchers over the phone and I have to talk to someone in the terminal. We finally get our hotel, but they’ll only book it for one night because their policy is we have to try again tomorrow to get rebooked on an earlier flight. So, today, now the day after our original flight, I spend another half hour on hold trying to save them money by getting an earlier flight and not having to spend another night in a hotel only to be told that because another airline operates our final flight, they can’t do anything. So my travel companion goes to the Air Canada counter to get us approved for another night at the hotel. When she finally talks to someone, they tell her she needs to speak to the person at the ticketing counter to be told again that there are no earlier flights to Florida before they’ll approve a second hotel night. So now she’s waiting in line to talk to a ticketing agent and they only have two clerks at the desk and a line of over forty people when there are a lot of passengers displaced during this time of year all trying to get home. Terrible ground service. I will never fly Air Canada again!
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteCopenhagen to Toronto
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no