Air Canada

Not Verified | Toronto to Manchester. Appalling customer service, before flight and during. They clearly treat their customers with disdain if not contempt. During the flights Manchester to Toronto (and return), the cabin staff did the bare minimum. An elderly woman had to ask three times for a glass of water. The food offerings were just about edible. No water service at all, during a long haul flight. Absolutely the worst cabin service I've ever experienced, and that includes the dire Ryanair. The flights were delayed. Indeed, all the Air Canada flights from Toronto that day were delayed. I had booked my ticket on 18th October 2021 and checked in for the flight online as soon as I was able, but I was not allocated a seat but placed on standby. Yet Air Canada was still selling economy seats on the flight after I had checked in. At the airport we were informed that the flight had been overbooked. Absolutely appalling practice. Will never fly Air Canada again and would strongly recommend others to avoid like the plague.

✅ Trip Verified | What a terrible start to the trip. We paid for premium seating and were given coach. Told there was nothing to do about it because the flight was full and we'd have to call for a refund. And we will. I'm just venting because there isn't anything any airline will ever do about this type of bad customer service. Air Canada is just another addition to a long list of airlines who don't really care about their customers. They just are collecting dollars hoping for the people who won't chase down the refunds. And we didn't even choose this airline. They partner with United and we got stuck. Thanks, United.

✅ Trip Verified | Problems started in Calgary where the flight has been postponed (always by half hour cca) in total 3 hours delay in start. First we have been waiting for the pilot / after a technical issue occurred. Due to the delay in the start i missed my original connection in Frankfurt. Air Canada agent sent us directly to Lufthansa to arrange issuance of new boarding passes. Of course it has not been coordinated with Lufthansa so few passengers have "travelled" the airport here and there. Delay was clear Air Canada mistake and no effort from their team to manage the situation. A huge disappointment for me Air Canada used to mean something - reflect quality. Do not expect that anymore.

✅ Trip Verified | This was our first trip post Covid to Germany and as it was high season, we wanted to be comfortable so we booked J-Class for our trip to and from FRA via YYZ from YOW. Our check in at YOW was seamless as well as being very professional. The Maple Leaf Lounge was well staffed, spotlessly cleaned with very fresh tasty food and drink to enjoy. Boarding was very easy via Zone-1 and we were able to get our carry on into the overhead lockers (Full flight as well) on the new Airbus-220 in which we found clean and well appointed. Service as expected on a short inter city flight was well done by very polite professional crew. On an arrival in YYZ we transited to the Air Canada Signature Lounge where we enjoyed a small hot meal with appetizer with appropriate wine and champagne. Boarding in YYZ for FRA was seamless using Zone-1 and flight left late due to the number of passengers (full flight). On board service, food and drink selection was excellent due to the type of overseas flight. On arrival in FRA, we start at the B-Concourse with a 20-minute walk through immigration to the baggage hall where our baggage (4 pieces) was coming off the belt. On our return we changed a later flight to an earlier domestic connection easily thanks to the FRA staff. The MLL in FRA was excellent well appointed with food, drink with helpful staff. Even took advantage of having a shower before departure which was very nice. The FRA YYZ flight was exceptional service as well great food and drink. Even the Captain entered the first J Cabin to talk to passengers which was a nice touch. On arrival in YYZ no issues with customs or immigration with thanks to the Arrive Canada Ap and NEXUS. Our last flight was delayed due to a weather issue from the aircraft leaving DEN for YYZ. The CCSA kept everyone informed on delays as well as my email and Ap messaging service. On arrival in YOW our baggage arrived so no issues with this flight. In conclusion Air Canada handled itself brilliantly and the number of emails as well as text messages were very reassuring that they were doing their best to keep us informed at all times.

Not Verified | We were traveling from Fort Lauderdale to Montreal. During check in Zaira noticed that we won’t have enough time to get to our connecting flight (thank god she noticed). She then proceeded to help us get to our final destination Italy (which is where she is from). She rebooked our flight and got us a travel voucher to go to MIA. She even went above and beyond by helping us check in and get our luggage paid. Amazing service from an amazing person. She deserves a raise.

✅ Trip Verified | On 17 Jul 22, my family and I traveled under Air Canada (AC) booking # 4GN88Y to catch a flight (flight # AC8927) from Toronto (TOR) to Pittsburgh International Airport (PIT) leaving Toronto-Pearson IAP at 2030 hrs. We had arrived earlier in the day around 1630 to TOR on AC flight AC897 from Athens, Greece; an exhausting/grueling 10-hour flight. We had about a four-hour layover between flights. Around 2025 hrs, just before our scheduled boarding time, an AC rep, announced over the PA system there could be a delay of about a 1/2 hour - hour, as a co-pilot had not arrived for our flight. Surprisingly, around 2045 hrs, the AC rep announced we all would board the plane for PIT. All PIT passengers boarded the flight for PIT, after about 15 - 20 mins we were informed by the pilot that the co-pilot hadn't arrived, the flight was canceled, and we had to deplane & go back in the terminal and see AC personnel on the 3rd floor for assistance in rebooking our flight. My family/all of the PIT-bound passengers deplaned & went inside, where an AC rep let us know we would have to go through Customs (Again!), and try to get rebooked on another PIT flight. This would be the last information an in-person AC rep gave us at TOR IAP, and things became very disorganized. We made it through customs and went to retrieve our bags; no AC rep was there to give guidance/assistance (took over an hour!). The AC area was a catastrophe complete with crying children & stressed-out adults who didn't know what to do. When we finally got my daughter’s luggage it was badly damaged (caster wheel missing/hard case cracked); the luggage was only a few yrs old, and cost around $100. We discussed renting a car (one-way to PIT) and driving home that night, as my wife and I had work the next day, and my daughter had a law school prep class. We were exhausted & just needed to get home. While my wife & daughter, who were exhausted & frustrated waited for our baggage, I went to the 3rd floor & tried to find an in-person AC rep, but to no avail, all AC personnel appeared to be gone for the day. An airport employee directed me to a bank of phones to contact AC for rebooking & to get a voucher for a hotel if we had to stay overnight. I called from the bank of phone; got disconnected! However, a fellow passenger was able to get in touch with an AC ("Brian", I believe), who advised he could book my family on a AC Flight from TOR to PIT the next afternoon around 1415 hrs. He also advised he couldn't help with securing a hotel, but if we could manage to get a hotel room, we could submit the expenses to AC for "prompt" reimbursement. I asked Brian about getting reimbursed by AC for renting a car and driving home (one-way rental to PIT); he informed AC would definitely reimburse us for this expense, as well as fuel costs for the vehicle, if we submitted receipts to the AC website. Based upon the affirmative representation from an AC rep that we would be reimbursed for renting a vehicle (& fuel for vehicle) we made the decision to rent a car, which took over an hour and cost $300; we also incurred fuel and toll charges. Arrived home about 0545 hrs, totally stressed out and sick to our stomachs. Filed a claim with AC & after now about 45 days, all we have received is an auto reply email AC rec'd our claim. No reimbursement, no phone call from AC with an update, & certainly no apology from AC! All we ask is that someone from AC have the decency to help resolve this long-overdue claim.

Not Verified | Tel Aviv to Saint Louis via Toronto. This airline sucks! They had the rudest flight attendant that was waking people up and running around trying to enforce a mask rule. Karen of the skies. Then they would not let me on the flight to Saint Louis in Toronto as they said I had to fly with my bags? They rerouted me to Chicago with our my permission then proceeded to cancel the flight. I had to stay in Toronto overnight. Then to add insult to injury they lost my bags for 3 days. No way to get a hold of them, no apology. RUN!!

✅ Trip Verified | I almost lost my connecting flight to Egypt because I arrived late at Montreal. Some of the staff members don’t even know that you don’t need to follow the Arrive CAN protocol if you are going to Canada just to connect flights. To top it all, on my way to Egypt the aircraft had the most uncomfortable seats. For an international flight that takes over 10hrs this aircraft has horrendous seats.

✅ Trip Verified | Air Canada has been my worst experience. Their customer service is one of the worst. I was asleep and the cabin crew just passed the breakfast box to me, without waking me up or asking if I wanted to have. I was travelling with a my 15 years old son who has special needs (autism and hypermobility) and requires a lounge for calmness, the lady at the desk was so rude, suggesting that I go to lounges to see if they would let me in. It is my first and last time taking Air Canada.

✅ Trip Verified | My Air Canada experience was my first and last. From a steward that wouldn’t let us carry on baggage (that we were able to on every other connecting flight) to delayed flights, canceled flights and re-routed flights. Then they topped it off by losing our luggage. They talk the talk but can’t walk the walk.