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

"worst airline experience ever"

(Canada)

Not Verified | Rogue airline, and worst airline experience ever after giving it a second shot. Flights are delayed and they think food vouchers are worth compensation. Flight was delayed for 7 hrs while already at the airport with my 97 yrs old dad together with other older folks at assistance corner, and they didn't care at all to find them any comfort for the long stay, and staff were extremely rude and lacked compassion
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteToronto to London
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

"I lost my two checked in bags as well"

(United States)

Trip Verified | I booked a round trip flight from MCI to IST and return flight from AYT to MCI, Air Canada from MCI to Toronto was delayed for 30 min. Air Canada from Toronto to Manchester was delayed for two hours and 15 min. That was why I lost the next flight from Manchester to Istanbul, and I lost my two checked in bags as well. I received a text message from Air Canada that I would receive my two checked in bags in Istanbul, while in reality I should have received the checked in bags in Manchester and check them in again for Turkish flight. I filed a claim in Istanbul airport, and I have to call multiple times until I get my bags, I received the bags after 3 days.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKansas City to Manchester via Toronto
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
10/10

"thank you so much for a job well done"

(United States)

Trip Verified | This flight was the final leg of our journey from Rome to Honolulu via Munich and Vancouver. All of our flights were delayed, we flew Lufthansa from FCO to MUC, then MUC to YVR. Our final leg from YVR to HNL was with Air Canada. Our flight from MUC to YVR was delayed leaving MUC, and landing at YVR. Going through customs and immigration at YVR was long and frustrating. Looking at the Departure screen our flight AC 519 to HNL was in the final boarding process. I asked the AC agent on duty at the passenger screening what could be done to insure my wife and I didn't miss our flights. She escorted to the head of the line. After going through security, it was then through passport control, then customs, very time consuming due to the large amount of people. By the time we cleared customs, there was an Air Canada agent with a cart to take us to our gate. What a very nice touch. We arrived at gate E80, we were the last people to board, even on the screen our names were displayed for last call. We were able to board the plane thanks to the assistance of the ground and cabin staff. Air Canada's service was remarkable and I can't thank them enough for their service and their going out of their way to get us onboard our flight. The 737max8 is such a quiet, comfortable aircraft, and quite roomy. To all the staff of Air Canada at YVR and to the flight crew aboard AC flight 519, thank you so much for a job well done and for all your assistance.
AircraftBoeing 737Max8
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVancouver to Honolulu
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"The worst airline that exists"

(United States)

Trip Verified | The worst airline that exists, the crew was rude to me, the food is average. If you call customer service they tell you that the waiting time is 2 hours. I flew Miami Montreal Athens, what a nightmare, the first delayed flight, I was able to make the connection because all their flights are delayed. Back I had a layover of 3 hours and I spent all of them making lines in the corridors of the airport trying to check point for American citizens, something incredible. On my last flight Montreal Miami I had upgraded my seat to one in aisle since I had come from a 10 hour flight and I wanted to be more comfortable and when I finally got to the counter they changed my seat to one in the middle and told me that they would make me a refund. It was not about the refund but that I had paid and chosen a seat and they changed me without any explanation. Extremely rude plane crew, really do yourself a big favor and avoid this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Athens 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

"why we cannot be upgraded for free"

(Canada)

Trip Verified | We were flying from Toronto to Seattle with stopover in Vancouver on July 1, 2022. Flight AC103. Our flights was supposed to leave at 8:15. At approx. 7 am we received a sms that our flight was delayed until 10 am. Since we had to embark on Alaskan cruise on July 2nd I went to the Customer service and asked them if they could bump us to an earlier flight so we won't miss our connecting flight in Vancouver. She said no because we had checked luggage. We've waited and at 9 am we've got another text message that our flight won't leave until 1 pm. We waited again and at need we got a message that our flight is cancelled. When approached the Customer service I was told the they have no idea when and how Air Canada will send us to Vancouver. When I pointed out that we have a cruise coming next day and we must be in Seattle by the end of the day July 1st they said that it cannot be guaranteed. I went to Air Canada website and found a direct flight Toronto-Seattle leaving at 7pm. I brought this information to them and asked us to bump us (there were free seats) to this flight. They said no because there were only seats in business class available. We couldn't understand why we cannot be upgraded for free to the business class if Air Canada cancelled our flight. Long story short we were told that if we want to be on the flight AC543 Toronto-Seattle we need to buy tickets to business class! Since we couldn't miss our cruise we did that paying about CAD5,300. We went upstairs to Air Canada Counter and asked to redirect our luggage to Seattle with our new flight AC543. We did this twice with two Air Canada employees and they both reassured us the we are going to get our baggage (with all our clothes for cruise - active, dressy, casual, toiletries etc.) When we got to Seattle no need to say our bag was lost. Today's in July 12 and it's still sitting in Seattle (we got a call this morning). So we had to go to department stores and buy pretty much everything.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Vancouver
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

"I will never fly Air Canada again"

(United States)

Trip Verified | I will never fly Air Canada again. I had a horrible experience on the second leg of my flight -- Toronto to London, Ontario on 6/20/22. I received text messages every 20-30 minutes indicating the flight was delayed, only to have them send a text hours later that the flight was cancelled - at about 11:20 p.m. This was followed by another text indicating I was rebooked on another flight on the 23rd. I could have walked to my final destination in less time. Myself and other passengers were left stranded in the airport with no help. After much wandering, I finally found an Air Canada employee who was unable to help, but directed me to another area, where there was no one to help. I eventually made my own plans to get to my destination. To add insult to injury, today, Air Canada informed me I would not be reimbursed for my cancelled flight because it was due to weather. At no point in the many texts I received or announcements that were made was weather mentioned. Days before my return flight, scheduled for 6/30/22, I received notification that my flight from London to Toronto, Ontario was cancelled, and had to make arrangements to get to Toronto to catch my flight home. I suppose they'll find a way to blame something not covered for that cancellation as well, despite the fact that I incurred additional charges in order to get it. The indifference shown to paying passengers is unforgivable. They literally just stole our money, inconvenienced us, and are responsible for additional expenditures since they left the entire flight stranded.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhoenix to London via Toronto
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

"they are incompetent"

(Canada)

Not Verified | Manchester to Calgary via Toronto. I am writing this review on behalf of my elderly parents. The entire experience from Air Canada has been horrible. My Father had all ETA visas needed, confirmed online by CIC and because of a glitch in (I assume) Air Canada software was unable to board the flight. My mother had to board by herself. Delays at all ends both times. First delay caused the missed connection at Toronto. No hotel was offered, 33 hour journey, had to sleep on floor of airport. My father was rebooked and was refused 2nd leg of transfer in Belgium. Leaving him stranded overnight. Eventually got back home to UK next day totally exhausted and literally near collapse. No explanation can be given as to why he was (a) refused to board in the UK and (b) was allowed to fly via Air Canada from Man. and subsequently denied boarding on the 2nd flight to Toronto. All flights were operated by Air Canada. Tried to call Air Canada help desk and was on hold for 4 hours, yep that's right, 4 hours! Phone eventually stopped playing music and went to dead tone. As I write this I am just hoping that the flight from YYC to Toronto isn't delayed for longer than the 45 mins stated. If it is then the whole ordeal will start again. My advice, if you have no other option but to use Air Canada, get to the airport the day before. The only word I can use to describe the whole experience would be "ordeal". Covid may have started this but greed has been the driving force behind this terrible experience. I am not going to rest until I have every penny of compensation legally allowed. Needless to say the next time we spend thousands of dollars on air travel we not be using Air Canada. I simply think they are incompetent. Rant over.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManchester to Calgary via Toronto
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

"Don't make our mistake, do not even consider using them"

(United States)

Not Verified | This is the worst company I have ever had the displeasure of trying to work with. We had a group of 31 people, their pilot decided to up and leave an hour before our flight. We tried to call Air Canada to get this resolved, but guess what, they don't actually have a customer service at all apparently. The reps at the airport are contracted and really have no sway over their system at all. Air Canada to this day has still not worked with us or helped us get to our destination. Good luck speaking with someone, I honestly don't know how a company like this is able to still operate. Don't make our mistake, do not even consider using them.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAtlanta to Toronto via Rome
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"experience is just overall negative"

(United States)

Trip Verified | The experience for my wife and I was bad; the kiosks were non functional, not easy to follow (bad user experience design), check-in staff were very sub-par and lacked the emotional intelligence to respond accordingly with non working kiosks, even with the queue elongating. They also would not assign me and my wife next to each other with regards to seats on the plane. What kind of airline lacks the awareness of assigning seats to people when a ticket for a couple or family is bought together. And then at the gate, it’s the same for the staff. The whole crew is so underwhelming and the experience is just overall negative. It’s really sad that common customer service experience cannot be provided. Just utterly horrendous service.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Houston
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
4/10

"absurd fees for changing the flight"

(Canada)

Trip Verified | I would like to make a complaint. It's funny how things are! When Air Canada sends us an email from the CEO explaining that we may be facing some delays or even cancellations of some flights, and this email is an early apology, and in this same email they ask us to be understanding. However, when the situation is the opposite, that for some reason we cannot travel on the scheduled date and we call to try to reschedule the flight, Air Canada imposes absurd fees for changing the flight. My wife had surgery on June 24th, at first it was supposed to be a simple surgery and the next day she could leave the hospital. However, after the surgery, my wife had complications and almost lost her life, having to spend 5 days in the ICU, having to receive a blood transfusion, losing more than 7 kg. But luckily the worst is over and now she is recovering at home. We have all the information about the surgery and what happened, and a letter from the doctor asking my wife to postpone her return to Canada. She was supposed to return now on June 24th, the doctor requested something around 30 more days for her to fully recover. Based on this, I called Air Canada's medical office to request a change to her flight, and I was informed that this situation was not a medical situation and that they cannot change the ticket. That I should contact the call center, normally as if it were a normal situation. So, I called and talked to an attendant, he said that I should pay a difference of 800 dollars if I wanted to change the ticket for the given date. My wife's ticket has 3 destinations, Foz do Iguacu to Sao Paulo, Sao Paulo to Toronto, and Toronto to Ottawa. I asked if it would be possible to change all these trips to just one direct trip from Sao Paulo to Montreal, but I was informed that the fee to make this change would be 1800 dollars.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOttawa to Foz do Iguacu
Date FlownJune 2022
Value For Money 12345
no