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 2352 reviews
4/10
4 star Skytrax Rating
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1/10

"huge decline in customer service"

(Canada)

Trip Verified | Air Canada is extremely behind in customer service in all areas of services. Call centers, airports and even on board a plane. This review is based on my own personal experience with the airline through which i noticed a huge decline in customer service. The issue started with 2 hours delayed flight, flight attendants with very bad attitude and lost bags. if that's not enough, the customer service representative hung up the phone on me when I called to voice my concerns. I finally filed a complaint online via the company website and got a reply back states the following "it may take as long as 45 days for an Air Canada representative to get back to you". Canada in general is way behind in customer service but Air Canada hits rock bottom.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Dubai
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"food and service were great"

(United Kingdom)

Trip Verified | I've not had the chance to fly Air Canada for a few years and I am pleased to say the experience was just as good as before with only one letdown. My checked bag did not make it onto the plane! It was however returned to me two days later in Duluth, USA. The flight left on time and arrived on time, both of which are a big plus these days. The seat was very comfortable, the food and service were great and the IFE was good enough.
AircraftBoeing 777-300ER
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLondon Heathrow to Toronto
Date FlownAugust 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"Try to avoid at all costs"

(Paraguay)

Trip Verified | All was well, until I reached Toronto and joined the Air Canada chaos. No one knew where to line up, to check in. No one was there to give us information. Because my connecting flight was at 6 am, we were there in the middle of the night .... waiting. After 4 the first desk agents finally showed up. I guess the one agent got out of bed on the wrong side, because she started screaming at us, like "what is wrong with you all, you are standing in the wrong aisle, and why isn't your mask on properly, and why is your carry on so big, you'll have to check that in, and put your mask over your nose!!" And so on. Welcome to Canada! When I had checked in my carry on, I was finally able to get to the gate. I had had a long night of waiting and not eating, but I thought it's ok, I'll get my breakfast on the fight. No food for an almost 5 hour flight. Not even a snack. Water and coffee, that's it. It confirmed everything I had already heard about Air Canada. Try to avoid at all costs! Next time I fly to Vancouver, I will be going different route, in order to avoid Air Canada and Toronto Airport!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAsuncion to Vancouver via Toronto
Date FlownAugust 2022
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

"Worst experience ever"

(United States)

Not Verified | Worst experience ever. On my flight up to Toronto some of my friends coming to the same destination had their flights canceled, others had theirs delayed by 8-10 hours it was ridiculous. Don’t have so many flights if you are so understaffed. On the way back my friends and I took a plane from Halifax to Toronto and then to Houston. The Halifax one got delayed by several hours but thankfully we were able to get on an earlier one. About an hour before the flight to Houston it got canceled and then we had to book a flight for the next day. Except on my booking it said I was rebooked for a different flight the same day and didn’t have to wait. Unfortunately after waiting 4 hours they basically said “Sorry you just got tot fly tomorrow”. The help desk people were always actually very nice and seemed helpful. Our flight the next day was supposed to be at 2:30. I am currently writing this on the plane at 5:15 because there has been 3 more hours of delays and we still have no taken off.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Houston
Date FlownAugust 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"I wouldn't fly with Air Canada"

(United Kingdom)

Not Verified | Flew Air Canada overnight from Montreal to Heathrow. The flight back, despite the seat being rather comfortable with thanks to the extra legroom seat. The cabin crew were rather rude. I asked for a bottle of water and was told that they were able to only offer me a cup of water as they didn't have any bottles leftover. They gave me a cup of water and when I asked for a second cup, the purser told me that I was only allowed one. My food was nothing short of dreadful and came in tiny portions on plastic trays with stale bread buns. For breakfast, all that was offered was a small yogurt pot and an Air Canada special - a croissant. On the outbound flight to Canada, I flew with WestJet and they offered 2 Complimentary beverages and snack services in addition to one hot meal service on nearly a 7 hour flight and the cabin crew went out of their way to help from bringing me hand sanitizer to showing me how to work the entertainment system. At the start of the return flight, I asked for some eyeshades to sleep with to which they shrugged their shoulders and declared that they 'do not have any'. They didn't offer any snacks during the flight. On a positive note though, when I asked one flight attendent in the galley for food, they offered me a meal from the dinner service that was leftover. However, on the whole, I wouldn't fly with Air Canada on the basis that the flying experience was significantly worse than that of the vast majority of others airlines which I have flown.
AircraftBoeing 787-8
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMontreal to London
Date FlownAugust 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Food had to be purchased"

(United States)

Trip Verified | 6 hour international flight, 1 small drink provided during the entire flight. Food had to be purchased but they fail to mention it's only heated up at the start of the flight, so if you want something hot later on you're out of luck. Definitely the worst flight experience I've had from the US. Avoid this airline!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNewark to Vancouver
Date FlownAugust 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"hard time to get my luggage at Dubai"

(United States)

Trip Verified | I had a seriously hard time to get my luggage at Dubai. It took 4 days after my arrival. Only around 40% of my claim for purchasing essentials during missing baggage has been paid. Undesirable experience, think many times before booking with Air Canada for next time.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteNewark to Toronto via Dubai
Date FlownMay 2022
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

"No one smiled, no one was helpful"

(United States)

Trip Verified | The employees at Heathrow were wonderful and helpful. Our flight from London to Montreal was mostly uneventful except for the flight attendant yelling at people for not wearing their masks. We were instructed like children to wait until the entire row was served and the attendants had proceeded to the next row before removing masks. There were no friendly attendants. Most looked like passengers were bothering them, and they wished they were somewhere else. The flight from Montreal to Newark was horrible. This airline knows exactly how many passengers are scheduled to arrive and depart probably down to the minute, yet for multiple flights connecting through Montreal there were only 3 customs agents. The delay was nerve racking, but we were able to make it to our gate in time except, our flight was delayed. Four times. Our entire time waiting at the gate, we never saw one employee of Air Canada. We would receive a text message or email telling us our flight was delayed for 45 minutes. 30 minutes after that, we'd get another delay message. No plane was present at the gate during any of these delay messages, so I knew it was going to be much longer than 45 minutes. After 3 hours and 40 minutes of delays, several of the passengers waiting hailed an Air Canada employee briskly walking by our gate hoping to be unnoticed (she was looking at the closed bistro across from us). She did promise to get a manager. About 30 minutes later, someone shows up. She never announces anything, never talks to anyone, never asks if anyone needs assistance. My son, who has a seizure disorder, needed sleep but there were no accommodations for him and we had no idea how long the delay would ultimately be. The only restaurant in the terminal had an hour and 45-minute wait and were out of most things on the menu. There were two kiosks for fast food and drinks. Both of them were out of food and closing 20 minutes after we arrived. Finally, the gate agent that shows up starts calling zones to board. Never asks if anyone needs help, never smiled once, never even looked people in the eye. She typed fast and furious and just watched people scan their tickets to board. The attendants on the flight were the same as the previous flight. No one smiled, no one was helpful or even remotely friendly. At least they were consistent. If I have to fly out of my way next time or pay more to not fly Air Canada, I will. Traveling Is hard and expensive enough these days. I'm going to fly with an airline whose employees can at least pretend their grateful for the passengers that ultimately pay their salary. I gave them a 2 rating because we made it safely to our destination. Which is probably the only positive thing I can say about this experience.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Newark via Montreal
Date FlownJuly 2022
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

"didn’t consider my connecting flight"

(Canada)

Trip Verified | My flight to Toronto from London go delayed but they didn’t consider my connecting flight from Toronto to Regina. I called and customer service was rude and gave me two new flights. 3 hours before my flights, they all got cancelled again and I was given new flights and this time it was fly from London to Toronto then to Calgary then back to Regina. I missed a whole day of work, had to find a place for day because I was a fully day delayed to get home.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRegina to London
Date FlownAugust 2022
Value For Money 12345
no
1/10

"The most horrible experience"

(United States)

Trip Verified | The most horrible experience I've had. After being in airport for 5 hours they canceled the flight with no clear explanation. No customer service at all. Later on they sent an email with new dates for flight with no other options, they even told me they can't refund my money back. Either take the new flight or not.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to Toronto
Date FlownAugust 2022
Ground Service 12345
Value For Money 12345
no