Air Canada

✅ Trip Verified | Flight was 11:05am Mon. May 15th. Pearson to La Guardia. We arrive 3 hrs before. Told we cannot join security line until our flight is called. It was too busy at the F Gates. Sent to Aisle 15 to wait. People are getting called with about an hour to spare before departure time. They clear the backlog sort of. I get super lucky and have 2.5 hrs. Security line is very long. Get through that and immediately I'm in the US Customs line. Takes over an hour to just go through the US Customs line. People are telling Pearson employees they are gonna miss their flight. I get through customs and to my gate. Air Canada flight is delayed by an hr and a half to 2hrs. Maintenance issues. Then after that it delayed for another hour. We get on board after 2:30pm. Pilot comes on. La Guardia has issued a 2 hr ground stop due to bad weather in the New York air space. US Customs will not allow us off the plane to sit at the gate. 25 min later I get a phone notification. Flight was cancelled. Pilot comes on 5 min later to confirm. US Customs makes us wait. Then tells us we must exit through Canadian Customs. Get in that massive line after going no where. Get to to kiosk, there's no cancelled flight option. Get to the guard. He didn't even really seem to know what to do. He wanted to see all my vax stuff. I never went anywhere. At baggage claim we ask at the Air Canada desk where our bags will go. He said not there because its a cancelled flight. We must go to the connections desk. Connections guy says we were supposed to pick it up at an international carrousel. That's not what the last guy said. Given a blue form. Told to leave our carry ons at the connection desk (Cad Customs won't let them through). Go to a blue clock and wait to be escorted. We wait 2 hours. Someone comes. They can take 10 people at a time as per Cad Customs. 10 leave and come back 2 min later. Our bags are are going to Domestic Carrousel. We fight to get our carry ons back. It's past a security checkpoint. We go to domestic 1. We wait 4 hours. Nothing from our flight comes through. People get fed up and go with an Air Canada employee. Our bags never were taken off our cancelled flight. We are told our bags will automatically transfer over to our auto rebooked flight the next morning. We have to trust the airport to do their job.

✅ Trip Verified | The worst airline I have ever flown with. Let's start at the check-in counter at Toronto airport, the counter attendant didn’t know what she was doing, she messed up my existing boarding pass and tried to re-issue my new seats and a boring pass (which she didn’t know how to do and then she has to ask someone else for help). She then wanted me to repay for additional luggage charges, which I had already paid before. I asked her to get her manager so I can explain the situation she didn’t want to call the manager, but after insisting her and demanding to see the manager she finally called the manager. I asked the manager to provide me with his and her details so I can complain/send my feedback. The manager refused to provide any details about the counter officer and replies "sorry due to confidentiality I cant provide you with her name". I went back to the counter and asked for her name, she gave me only her last name and then walked off. Next is the In-flight experience which was worst as well, flight attendants are rude and ill-mannered. There is no sense of customer service and politeness. The attendant didn’t care if you called them for help, they just walk off and turn the assistance bell off. The meals were half-frozen. Limited in-service of water and any other drinks. Flight attendants were rude and grumpy. I travel a lot due to work and other commitments and have flown with many airlines, but Air Canada is the worst of the worst. People don’t waste your time and money flying with this airline.

Not Verified | The absolute worst experience of my life. My five friends and I booked a trip to Toronto using Air Canada. Our flight was at 6am, we arrived four hours before departure only to see that our flight was delayed 4 times and we were placed on two separate flights, one with a two hour layover and one without. The first delay occurred at 9am, 10.40am, 12.15pm then approximately 2.55 until it was officially cancelled. We completely understand the unfortunate event of delay, malfunction or simply weather conditions, however we expected at least kind customer service from the staff of this 'business'. The 'supervisor' on duty rolled her eyes at our simple questions and left everyone in a panic. She even uttered the words 'I don't care, that's not my problem'. She is the definition of what not to do when representing a business or team. We were left needing to book a hotel on our own expense and did not receive any compensation for anything whatsoever. One of my friends was in need of a wheelchair as well so I called an employee for assistance, she seemed bothered by this since she was forced to get up from her chair and pause her social hour with another coworker. She sighed and proceeded to lecture me about how it was our fault that he did not have any assistance.

✅ Trip Verified | This is my first time flying with them though it wasn't by choice as it was a code share with ANA. The experience with ANA and Air Canada was night and day (ANA being day). I was told at the check-in counter in Bangkok that my baggage will be checked though Toronto but need to go through the immigration in Vancouver. OK. I've almost missed my flight to Toronto as the immigration and security process at YVR took so long and confusing. There was an Air Canada staff at the security line but didn't do anything to help when asked. It was 10 mins pass boarding time and I was still on the security line. All I had for the answer that, you will need to ask others in the line yourself! Luckily, there were about 6 of us on the same flight in that line so we worked together to get through. When arrived in Toronto, I was waiting for my baggage for 20 minutes, saw nothing, and next flight baggage were about to arrive. I turned to the ground baggage desk for help informing that I've been waiting for 20 mins for my baggage. She said sometimes you need to wait for 45 mins without asking any further information from me! I was not stupid! Next flight baggage were coming and mine didn't show up. There must be something wrong! I had to talk to her colleague to file a report of mishandled baggage which took another 15 mins! Nightmare! They said 'I don't see your baggage on the flight. 24 hours, you should have your baggage delivered to your hotel!' OK - 24 hours! Turned out, I needed to wait for almost 72 hours for my baggage to arrive and had to follow up with them everyday. No email update on status. When I filed for the claim, they took 3 weeks to respond my email. Another 1 week to update me that they have received my banking details. And I need to wait for another 3-4 weeks so the request is issued! Why do I have to wait for my own money that I didn't need to spend in the first place because of Air Canada's fault? The whole process is just too long and inefficient. No service-mind and proper customer-handling protocol. By far, Air Canada is the worst airline I've ever flown. And don't get me start with my Toronto-Vancouver experience. What a nightmare!

✅ Trip Verified | 2+ hours delay, with the a 15min increment added every 15 mins. Rude CSAs yelling at people in the cramped gate area. No smile, no hello when scanning boarding pass. Nearly a universal experience when flying Air Canada

✅ Trip Verified | Disappointing Business Class service between Toronto and London considering the price paid. Nice dinner menu but by the time they got to the back of the business cabin there was hardly any choice left. The only option available to my son was a mushroom ravioli - and he hates mushrooms with a passion. The male cabin crew clearly wanted to be anywhere else - a friendly attempt at conversation by asking which wine he would recommend was met with a grumpy "we don't drink it, we just serve it". It's as if they've got aircraft with business seats so they need to fill them but then try to get away with offering a semblance of a business class service. To cap it all, when we arrived at Heathrow, it turned out all our bags were still in Toronto. Will have to seriously consider other options before flying business with Air Canada again.

✅ Trip Verified | Paid for selected seats for me and my brother to then learn you can choose it for free 24h hours before departure. Twenty minutes before departure, I received a text from Air Canada telling me my seats had changed. I told the flight attendant I only wanted to be seated aside a window since it was my first flight. I walk in the plane to realize they sat us aside the door and they never accepted to refund the seat price.

Not Verified | I normally don't write complaints, but I had to this time around. I was flying from Ankara, Turkey to Las Vegas with stops in Istanbul, Munich and Toronto. After disembarking from my plane in Toronto, I was told that my baggage was not transferred to my final flight, but I was reassured by the help desk that my luggage would be on the next flight the following morning to Las Vegas. Upon arrival, I went to customer support to file a delayed bag. I made it to my home in Washington, Utah, exhausted from traveling over 30 hours. I waited and waited, but my bag was not scheduled to arrive in Las Vegas until the 14th, four days after I had already arrived home. I finally got my bag just now on the 15th and I am disappointed that it took this long. How hard is it to put my luggage on the next flight? I can understand a wait of up to 48 hrs, but 5 days, come on. I had a trip planned with my roommate that I hadn't seen in over two years and I had to cancel because I had zero clue as to when my luggage would arrive. Also, this has happened before to my sister and mom with Lufthansa, flying into New York, and they had their luggage delivered to them the next day. I just want to know why it took so long. I have nothing against the airline workers, they were all kind and helpful to me, but I don't see myself ever flying with Air Canada again. Sorry, but a five day wait time is unacceptable. I'm tired of wearing the same clothes and having to cancel events because of your slow service.

Not Verified | Worst customer service ever encountered. My mother and I paid a lot of money for business class seats. The staff at the check-in for our luggage were unhelpful and not understanding at all. We weren’t aware of needing an ETA to hop flights at Toronto. When we asked what we were supposed to do they just said you need an Eta, please stop blocking the line. A line that didn’t exist as we were the only people in the queue. Just terrible.

✅ Trip Verified | I'd noticed our flight out to Toronto had the seat belts illuminated conveniently after our meal, thereby removing the hot coffee option. The same thing happened at breakfast on May 9th as we were approaching Heathrow. No coffee was part of the most disgusting breakfast I think I've been served - a yogurt and a cold croissant. Now the croissant was the highlight, no butter/spread of any description, no jam, not even coffee to dip it in.