Air Canada

✅ Trip Verified | I booked my flight out of China after COVID-19 hit. China had already officially announced to the public a one-flight-a-week per country per airline policy, but when Air Canada continued listing daily flights out, I believed that Canada must have been an exception. I called to ask questions, but apparently I didn't ask the right ones. My flight was cancelled, then I rebooked, then it was cancelled again. Air Canada wasn't able to fly even once weekly until mid August, after many other airlines had resumed doing so. I eventually had to book a flight out on a Chinese airline, and had to frantically rehome my kitty as a result of Air Canada's false promises. The company is refusing to issue me refunds even for these flights that they never could have expected to take off. I used to feel confident about flying Air Canada. Now I don't intend to ever do so again.

✅ Trip Verified | I've flown HKG-YVR-YEG multiple times and this is my first time flying out of Shanghai. The flights are never on time. Delays after delays without compensation, and whenever I go to the kiosk to ask them to put me on a different connecting flight, they are always reluctant and would tell me to contact Ctrip directly (where I originally booked my ticket). Once I specifically asked about my tagged bags when they put me on a different flight, and after they explained to me that bags are attached to the barcode of my new boarding pass and that I have nothing to worry about, I went home without my bags for two days. My entertainment system also didn't work for three hours.

Not Verified | They lost our bags and 4 days later nothing. Their call center is useless. The audio connection is frustratingly bad. Even when you can hear someone they can't provide any additional information other than what's online, which in my case was always incorrect. No way to contact actually baggage counters. The Air Canada rep told me it would be faster for me to drive 40min each way to the airport vs try to use the 1-800 number. The flight itself was delayed l, and in a 5hour flight we were given water and pretzels. Never flying with them again.

✅ Trip Verified | Air Canada changed the flight itinerary for a Toronto-Seattle flight, and I could no longer make the flight due to this change. They offered to convert the value of my flight ($350) into a credit that I could use at a later date. I thought this was great, and proceeded to apply the credit to a different flight (Toronto-Dublin) which costs $590 on the AirCanada website, taxes included (Image attached). I would've expected that my $350 credit would be applied to the new $590 flight, and I'd just have to pay the remaining balance of $240. This is not what happened. The credit of $350 was only good for $43 dollars on this new flight, and the rest of the credit vanished ($307), and I'm now at a net expense of $853 because I was charged an additional $546 "tax charge" for the new Dublin flight booking (on top of the remaining $307 credit value that couldn't be applied and doesn't exist anymore). I was not informed that it would have been better to use my credit for the same Toronto-Seattle route, instead of applying the credit to a new destination where the taxes aren't transferable. So after realizing this on my own, I then tried to cancel that new booking to Dublin and receive a refund for the $546, as it was still within 24 hours of the booking confirmation. This way I could keep my original $350 credit to save for a later date to use for Seattle specifically, and get full use of the credit value, and just book the Dublin flight separately on my own. However, they said this was also not possible, as a new booking made with a credit isn't the same as a regular booking, so the 24 hour rule doesn't apply, and I'm left short $307 in credit value that doesn't exist. I've contacted their customer relations department, and they've responded saying they cannot assist me. I've had multiple trip cancellations with other airlines, where my credits were kept and applied for the full value of the ticket. I don't understand how $350 dollars in credit only becomes $43 in usable valuable, while the rest goes down the drain. Don't advertise increased flexibility with credits and vouchers, when in fact they are imaginary and will leave you short hundreds of dollars. I hope this helps with other people who aren't sure what to do about a flight credit/ voucher with Air Canada.

Not Verified | I had flown back to Toronto for a family emergency and did not book a return flight. While attempting to book a flight home there were some issues and I ended up being billed for a ticket I did not need. After some back and forth and confusion I spoke with a woman named Betty from the Montreal office. She was extremely helpful, and very patient with me as this was a somewhat confusing issue. Adding the stress of this extra charge on top of my family emergency was obviously upsetting. She placed me on hold and when she returned had informed me everything was taken care of and I would be getting a refund. Thank you so much for your compassion and professionalism!

✅ Trip Verified | Flown to Vancouver in the morning. onboard was very limited service due to covid-19 so I was fine with that. Great entertainment system- I meant many variety of choices to choose from so that was nice. During 5 hr flight, I watched some movies and it was great, no technical issues whatsoever. Airplane almost half full due to seating covid-19 restricting so didn't mind that as the middle seat next to me was empty. From the moment of checking in , boarding, enroute and to arrival, my overall personal impression was a regular average service.

Not Verified | I Booked a Ticket Through +1 855-948-3661 , I recently had a horrible experience with my luggage on a Air Canada flight but it was corrected right immediately. After coming home from a work trip, the weather wasn't great and I was in a hurry to get home to my fur baby. I got my luggage and it was soaked and I assumed it was from the rain ... but I was wrong. I smelled something a little funny but didn't think much of it since there was a lot of people around. I threw my luggage in my car and while driving I started getting bursts of fishy odor. I got home and opened my trunk and almost fell over by the scent of fish. I took my luggage out and opened it and everything inside was covered in a gray liquid. My stuff was ruined. I came right back to the airport and Sherry and Luis helped me out. It was really embarrassing walking through the airport smelling like fish but they were so kind. The scent was so strong we had to cover our noses and hold our breath as we went through what items needed to be reimbursed. Luis took me to get a new suitcase since mine needed to be thrown away and Sherry gave me a nice Air Canada duffel bag to help transfer over some shoes and purses I wanted to try and clean. While it was a big inconvenience after a long and tiring day, I was happy with the outcome of the situation. Thank you Sherry and Luis for helping me that day and turning me into a customer for life.

✅ Trip Verified | I booked a flight 5 months in advance, from the booking date to two weeks before departure my flights kept on changing until i had 8 flights overlapping. There was no contact from Air Canada about the flight changes, I thought it was a technical issue with the app but when the problem was not resolved I contacted customer service and was told I would have to stay over night at my own expense at connecting airports on both directions. So my flight I paid extra for, to be as short as possible, was originally 6 hours there and back became 28 and 22 hours with no other option. It took 3 days of contacting customer support to get a reasonable flight rebooked. They wanted an extra 1200$ per ticket to change which would be triple of my original ticket and would take more than double the travel time. At multiple airports the counter staff tried moving me and my wife to opposite sides of the plane and called me selfish for not agreeing to their terms. Saying "you are so me me me" on top of the poor customer service the policy for free seat selection during 24 hour checkin changed and I had to pay an extra 98$ to sit next to my wife again! The Only positive experience was the plane it was quite nice and on board crew were very polite.

Not Verified | My flight from Edmonton to Las Vegas in May was cancelled due to Covid-19 and when I asked for a refund they refused, and all i could do was accept it and take the future credit. Now that I am trying to book with this credit of 407$ i cant book a 404$ flight due to some stupid flight / tax that they couldn't explain. They wanted another 103$ from me to book the flight totaling 510$. The agent put me on hold several times to try to get me an answer how 407$ credit cant book flights for 404$ and why i have to pay more when i had enough credit. He couldnt. I cant believe they can take your money and then not let you spend it how you like on another flight. Air Canada Flight from Edmonton to Las Vegas October 2 to 6 right now is 404$ for a flex flight on the way and a standard flight on the way back. They want me to pay 510$! I escalated the case 2 days ago and was told 24hrs and usually sooner for a call back, its now 48 hours.

✅ Trip Verified | Due to Covid-19, we were not permitted to go to Canada from the USA to take our flight from Toronto to Vancouver. We were offered credit. We are all high risk for Covid and simply wanted a refund since it may be years or possibly never before we travel. We were denied. A law was passed in the USA that required US airlines to give a refund. Canada has chosen not to recognize this.