Air Canada

✅ Trip Verified | It’s important for Air Canada to revise the connections they offer for long distance flights as there is not enough time to arrive and go through all the stages (customs, baggage security check and walking on a reasonable pace to reach the terminal gate you will be flying from) without feeling stressed that you will miss the connection. I arrived in Montreal at 6:05am and my boarding time was 6:55am to Vancouver. There is always some delay after the landing and all the passengers being able to get their carryons and leave the plane. Before customs we were blocked by this very rude lady that was demanding the “ArriveCAN” receipt and people were having hard time to find while she was screaming that we didn’t have it, but we would not be allowed to board if we didn’t show it to the Air Canada attendant in Sao Paulo. After that you need to pass by the borders and it always take some time. It's never fast. Documents checked you need to head to a different area of the airport to pass security to connect flights. It’s better walk fast, or run with all your luggage otherwise you won’t have a chance. Once I got at the security, there was this huge line that I knew I would not make it if I didn’t talk to someone that I had a flight departing in less than 10 minutes. I approached this lady that seemed to be working at the security department and her first reaction was, very rudely, telling me that I was supposed to be in the Airport 3 hours earlier, and there was nothing she could do…that was my fault. When I tried to explain that I had just arrived from Sao Paulo and it was not me that decided the connections she put me on a different line (a little shorter). Security took longer. After running with my bags half opened trying to find the gate of my flight, my only thoughts were that us customers pay a very expensive price and shouldn’t to go through this experience ever. I understand that, Air Canada has no responsibility on the rudeness of some of the airport workers in Montreal but the company needs to assure their customers have time to make to their seats on the plane. Next time I’ll be aware about the time between flights and I will certainly avoid any connection in Montreal.

✅ Trip Verified | I traveled November 29 2021 from Barbados to Toronto, before I got to the Airport I received notification that the flight would be an hour delay, I appreciate the heads up so I wouldn't have to waste time getting to the airport to early. From checking my bags great customer service, nice and polite and check my bag with no issues. On board the flight I had the whole row to myself, the crew was so nice making sure I was ok got offered drinks and food often. The crew was the best part They did They jobs very well and it was an amazing flight back to Toronto. When I landed in toronto after customs whent to get my bags they were there waiting for me no damage and no issues. I had an amazing experience flying with Air Canada

✅ Trip Verified | I arrived to the airport in Frankfurt on Friday, April 1st at 11 am to board the flight at 1:05 pm going to Toronto (Canada). They had us wait for an hour until one person started checking people in. At 12:05 the lady at the counter said they could not find my ticket in the system and sent me to Lufthansa. The lady at Lufthansa called customer service and asked about my reservation with Air Canada. She said they were able to find it, but they changed the ticket from Air Canada to Lufthansa. After boarding flight LH 0470 all passengers had to wait almost 2 hours inside the plane since they were bringing in the food (catering). Because the flight was delayed I missed my connection in Toronto going to San Francisco. When I arrived in Toronto it was a mess; all of those who lost connections were told to go to different places, some were told to go to Air Canada Customer service, others were asked to go through security and then to the information booth. I spoke to a lady who said that Air Canada was understaffed and there was supposed to be someone helping those who lost connections after we left the plane. There was nobody helping and all the staff members seemed clueless as to what to do. At least 13 passengers were in the same situation as me. We had lost our connections and since we arrived at 7pm instead of 5pm and there were no other flights to our destinations. All of us who lost connections went through security and had to enter Canada to be able to get to the information booth at the entrance of the airport as they had told us to go. When trying to explain our situation to staff there, they would send us somewhere else or tell us to call customer service. I have traveled many times and this is the most disorganized experience I have had. We decided to wait next to the information booth and not move until someone came to help us. They tried to send us away and have us call customer service, but we did not have anywhere to go so we stayed there until someone came. We waited at the information booth and started calling the operator to get staff from Air Canada to help us. We needed to book new flights and we needed a place to stay for that night. We were in the airport for over 3 hours, until a group of people came to help and told us they were sending us to the Marriott hotel for that night. They gave us one voucher for dinner and one for breakfast and sent us away. We were at the airport from 7pm to 10pm then got sent to the hotel. I booked my new flight for noon the next day and asked if I needed to take a new covid test. Nobody had that information. Finally I decided to go to sleep at midnight and figure it out the next morning. In the morning I found that there was a Covid testing site at the airport and went to take the test. They charged me $60 Canadian dollars and I had the result in about an hour. After this I was able to board the flight and get to San Francisco. This experience was very unpleasant.

Not Verified | Damage discovered to my wife’s walker upon arrival upon arrival in Edmonton. Submitted a claim to the AC baggage office. Secured replacement parts for $25 and submitted claim. Within 2 days Air Canada paid $50 via e-transfer and provided a voucher for 20% for up to 4 people, good for 3 years (easily worth $500 to $600). Compensation far exceeded my expectations!

Not Verified | My wife and I flew to Whitehorse for the purpose of assisting a family member. We were scheduled to return to NS on March 26th. It’s still cold and icy in the Yukon and my wife had the misfortune of literally slipping on the ice resulting in 3 fractures to her tibia and fibula. Surgery is/was necessary along with an added week post surgery as recommended by the surgeon. Flight change was necessary. I called Air Canada on the 25th knowing it was late but very little choice. Explained the situation and medical emergency. The kind gentleman at Air Canada rebooked us a week later. The added cost to us was $1838.79. For the two one way tickets. Just looking at money alone my feeling toward Air Canada in this specific incident is that they are deplorable. We have been the victim of an unfortunate accident, however Air Canada has by far caused the greatest grief. We will incur additional cost just staying the required week but being unable to simply exchange a ticket given these very specific circumstances is atrocious. Some years ago my wife and I had bags stolen with our passports in Spain. We had to stay extra days to acquire new passports, US Air was our carrier and when we explained our plight, waived the change charge. I have had mediocre experiences flying with Air Canada but this on takes the cake. If this is their hard line policy with no room to look at case by case circumstance then your policy sucks. Victimizing clients with no alternative. I did once all arrangements were made, without being personnel or berating, voice the view above. I felt compelled to write a review. Something I rarely do.

✅ Trip Verified | Bought 3 tickets for my parents and I 3 months before the travel, and at the check they gave us 3 totally separate seats, and asking $50 for each person to let us seat next to each other. What do you call this? And on top of that we had worst experience ever on the plane regarding flight quality.

✅ Trip Verified | The flights weren't on time. Missed connection. Slept in Montreal airport on the floor. Offered a hotel voucher that wasn't honored. Got to Vancouver with all 9 of our bags missing. They didn't arrive for 4 days. We were stranded in Whistler with just the clothes on our backs. Customer service is non existent. No calls returned when they say they will. When you finally do get to talk to someone that person has no answers and can't connect you with someone that does. They don't care about customers at all.

✅ Trip Verified | Recently my daughter and I flew to Shanghai from Toronto on Air Canada. When we arrived in Shanghai, there was a problem with my daughter's visa and we were sent back to Toronto. It was such a difficult thing for us! Painful! But the staff on both the flight from Shanghai to Seoul and then from Seoul to Shanghai were unbelievably kind and thoughtful. They immediately offered words of encouragement, a listening ear, and comfort. I was so impressed at how a little kindness (a lot of kindness, in this case) can make such a difference when one is in distress! Either your teams are well-trained for situations like this, or they are just intuitive. I don't know. But hats off to Don and his crew! I wish I knew all of your names! We will certainly remember Air Canada and choose you again!

✅ Trip Verified | First the LAX ticket counter didn't open until 6am, we had a 7am flight. They wouldn't allow people to enter the correct space to check in and instead caused a line thru the terminal. Same thing at YVR. One of my worst airline experiences ever. Ticket counter staff all rude and unprofessional.

✅ Trip Verified | We had to go back from starting track to the gate because of technical reasons. Almost 3 hours in the airplane at ground, but nobody served water or drinks. Very bad experience.