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

"26 days and I have yet to receive a reply"

(United States)

Trip Verified | My flight from Toronto to Atlanta was cancelled. After already flying from Asia to Toronto, this was the last leg of my journey home. The flight was cancelled without an announcement at the gate; the flight was simply removed from the departures board. I received a text notification of the cancellation about 2 hours after it was cancelled. At this point, I also received an email with a rebooked flight with a connection for the following day where I would arrive in Atlanta in early afternoon. Since I had to work that day, this was insufficient for my travel needs. There was no agent at the gate to help with rebooking. The wait for customer service was over an hour as stated on the customer service line when I called. Thus, while staying on line with customer service, I was told I needed to go through Canadian customs as I could not stay in the gate area overnight. I went to the Air Canada customer service desk and waited in line for about an hour. At this point, an Air Canada employee walked around handing out customer service business cards and stated that the customer service desk was closing for the day. No one ever answered the customer service line. I had to book a flight on Delta for first thing the next morning to get me to work on time. Once home, I submitted an online customer service request for reimbursement. It has been 26 days and I have yet to receive a reply. Today, I called the customer service phone number provided, which went to reservations. I was told there was no one in customer service I could speak with. I was also told that because I booked my ticket through priceline, all reimbursement requests would need to go through priceline. However, priceline had already told me to deal directly with Air Canada for reimbursement. The Air Canada representative said I was welcome to file a complaint with the Canadian Transportation Agency.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Atlata
Date FlownJune 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

"5 pieces of luggage were left behind"

(United States)

Trip Verified | Even before our flight left we should have known that we shouldn't have picked them as our air carrier to take us on our holiday. They changed our flight info several times even before we left. When we flew to Edinburgh all 5 pieces of luggage were left behind at the Toronto-Pearson Airport. Got 3 pieces of luggage on day 7 of our holiday and the other 2 pieces of luggage didn't arrive until day 14 of our trip and we left 2 days later. So needless to say, it was not an enjoyable holiday as we were worried about where our luggage was at with all our clothes. If they had a -10 on the scale for rating that's what I would give Air Canada.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteEdinburgh to Detroit via Toronto
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Customer service was terrible"

(United States)

Not Verified | Air Canada was the worst airline I’ve ever flown. Rebooked our flight mid travel home to the next day. Leaving us stuck overnight in Canada. Then lost all 5 suitcases. Customer service was terrible, no help at all. Montreal airport baggage claim area is flooded with unclaimed suitcases just piled up everywhere. I’ve never seen anything like it.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"nonchalance of the staff at Montreal Airport"

(Canada)

Not Verified | These are not the best of times to travel and I quite understand that. However, what I feel untenable is the nonchalance of the staff at Montreal Airport. In my decades of air travel experience, not even in developing world was I made to feel the way I now feel after waiting over 27hours to fly to London due to a last minute cancellation. Its a shame that they are never helpful. Their answers is either "I'm not sure" or " speak to the next person". I would say they lack empathy and motivation for what they are doing. Customer service is 0% .When it comes to passing information, this Airport is the worst. You have to start asking your co-traveller to know what's next. Air Canada is fast becoming synonymous with delays. Flights never go as at when due and for no reason. I'm really sick and if there are other viable alternatives, I don't think I want to use this Airline again. For certain, I will never fly through Montreal Airport again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWinnipeg to London via Montreal
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"5 hours to exit the airport"

(United States)

Trip Verified | I will never fly with them again. In these times, flying is not going to go smoothly - this I expected. What I did not expect was the lack of respect, compassion, and assistance from the staff. They were rude to my travel agent and to my friend and I when all we asked for was directions in Montreal Airport on arrival. This lead to it taking us 5 hours to exit the airport.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAthens to Montreal
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"My trip has been a nightmare"

(Canada)

Trip Verified | My trip with Air Canada has been a nightmare. Our flights were cancelled a week before our trip citing “labour shortages.” Once we finally rebooked, we found out only hours before our flight that it was so delayed, we would miss our connecting flight and had to frantically rebook everything again. Our new itinerary included being stranded in the airport lobby overnight because we weren’t allowed to recheck our bags or go through security as our delayed flight caused us to arrive after all the check-in counters were closed (11:00pm). We were told to come back to the counter at 2:30am and by 4am, there were still no employees in sight.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWinnipeg to St. John’s via Toronto
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
1/10

"has the poorest customer service"

(United States)

Not Verified | They don't respect peoples time. I had four flights with them all were delayed, everyone lost their connections, and there were no AC agent at the airport to help us. I witnessed lots of family dramas and disappointed passengers, rude staff and many more. Air Canada has the poorest customer service. When I wrote to their customer care they offered nothing for a 15-hour delay in flights and they just said the events were out of our control!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteWashington to Vancouver via Toronto
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Treated like cattle"

(Canada)

Trip Verified | First delay notification came 6 hours prior to the flight due to cabin cleaning issues, once the flight was actually supposed to leave at the delayed time, the announcer indicated they have overbooked the flight and will be kicking people off and facing further delays due to baggage spacing. Then we get another delay notification due to crew members being MIA, followed by another delay due to "operational issues". How can you over book flights with a digital system with seat numbers and counts? While typing this I received a 4th delay notice still due to cabin crew being MIA. 44 minute long flight is now more than 200% delayed. Treated like cattle for a premium paid service, not to mention we just spent 80% of our two week vacation without any luggage, because Air Canada lost it.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMontreal to Ottawa
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"a very poor experience"

(United States)

Trip Verified | Our itinerary was a very poor experience for us. We dealt, almost exclusively, with rude staff. And when it wasn't being directed at us, it was toward other passengers. We encountered rolling delays, for which we were given bizarre explanations. For example, we were told that embarkation was awaiting the plane to "cool down" because it was "a little warm". This delay was allegedly ten minutes, though would actually be thirty. All this was after three initial delays (each 45-60 minutes). Once on the plane, it would be almost another hour before wheels up. Overall, a very unpleasant experience which caused an almost 30 hour delay in our travel plans. Further, we understand that their refund policy is not very customer friendly. If they grant us a travel voucher, we will regard it as a loss.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRome to Toronto
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Definitely has gone downhill"

(Canada)

Trip Verified | Just awful. They suggest that you get to the airport 3 hours early (I arrived at 5am for an 8:45am flight) and then make you wait for 1.5 hours before going through security. I was among the earliest people to get into the line at security and I still almost missed my flight. Coworker was right behind me and he did miss the flight. Definitely has gone downhill.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Minneapolis
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