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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2/10

"made us wait almost 4 hours"

(Canada)

Trip Verified | My last experience was a flight from Toronto to Mumbai. They made us wait almost 4 hours in the plane before taking off. They gave us mini oatmeal bars to help us wait, and half glass of water. They blame external circumstances (last time was: not enough employees to defrost the plane). Even for very simple flights like Montreal - NYC or Montreal - Miami they are late. Last time I went to Miami, flight delayed of 6 hours. Last time I went to NYC (1 hour flight), flight delayed of 2 hours. Don’t bother bringing a carry on: they never have space for them. They’ll ask you to check in your bag anyway and you’ll have to wait for it at the airport tray. Only positive thing I would say is that employees are generally very affable. It’s truly not their fault.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteToronto to Mumbai
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"our seats were changed"

(Canada)

Not Verified | Toronto to Rome via London. Air Canada treats Aeroplan members as second class citizens I am posting this warning to all those you fly with Air Canada and who use air miles to book flights. Air Canada clearly discriminates amongst its passengers. This is now my second experience and hence definitive confirmation of these discriminatory practices. I recently booked a flight to Europe from Toronto using my aeroplan miles. Upon booking my 2 flights I went through the seat selection process, selected seats and paid $125 each for that privilege. The payment was processed by Air Canada and written confirmation received of those specific seat allocations via email. Weeks later I received an “Air Canada – SEAT CHANGE” notification, arbitrarily moving our seats from Row 18 (seats bought and paid for – for extra legroom due to a leg issue I have) to Row 33. and then said I would be refunded the seat selection fees. Completely arbitrary and not honoring the initial seat purchase! Since this was the second time this has happened to me, (the first time being much worse, which I will explain later on in this message) I had to speak out. I immediately emailed Air Canada after trying to get a hold of their customer service Dept – advised by an automated call that the wait time was more than 1.5 hrs - really? Maybe this is a factor of the significant quantum of customer complaint volume. I then received the token automated response to my submission form Air Canada “we will address your concern within 30 days”. Hence my public action here! As noted this is the second time this has happened. In 2018, on flights to/from Miami for attending a family wedding, I had booked 4 seats using Aeroplan miles and paid full fare for one seat (full-fare seat for my disabled father) in upgraded seating. We booked almost 8 months in advance, with the express purpose of early booking, being getting our seats assigned together so as to assist my disabled father on/off the plan and supporting him during the flights. Eight months early! All our seat selections were confirmed in writing to us by Air Canada at that time. Again, just before the flight (a week before) we get a notification that our seats were changed. Let me clarify this point - only our Aeroplan booked seats were changed! Not my father’s full-fare seat! I called to complain, they said it just happens. It was too close to the flight to seek any other remedy. In the end, it left us sitting in the back of the plane and my father sitting alone with strangers and without support to deal with his disability! Unbelievable! After our return, I complained through proper AC channels to ascertain the genesis of the change notice, highlighting the blatant fact that only the seats booked with air miles were changed and not full-fare seat. The AC response again was, it happens! The offered me a 25% discount coupon for a future flight. I don’t want coupons! I want honest, fair and non-discriminatory service from a Canadian company. Disgraceful! Now this has happened again and cannot stay silent as it is now clear beyond any doubt that Air Canada discriminates against its passengers. There is one level of service for full-fare passengers and another for Aeroplan members who use air miles to book flights. I encourage all others who have experienced this type of discriminatory treat to rise up and make Air Canada take notice and correct their business practices.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Rome via London
Date FlownFebruary 2020
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

"Poor customer service"

(Canada)

Trip Verified | Toronto to Edmonton. Our flight is delayed for more than 3 hours now, and my husband and I spoke to customer rep separately and 1 answered because of weather condition and gates are full. The other one told me it’s because gates are full. She didn’t blame the weather condition when I informed her that our other family member already left for Edmonton via WestJet. The refused to give us compensation for food/meal as it’s not their fault “ it’s the airport's fault”. So, I called the airport’s customer support and told me there’s no such thing as “gates are full”. Poor customer service Air Canada and Toronto Pearson airport. Where do we turn to now?
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Edmonton
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Mexico City staff is short-tempered"

(Canada)

Not Verified | Mexico City to Winnipeg via Toronto. Purchased ticket in November. Checked in at Mexico City at 12:00. No seat assigned in final leg. After 4 hours on airport was finally assigned last row middle seat. Wouldn’t change it to a different seat, even thigh when I hit in the plane there were multiple seats available further forward in the plane. The entire Mexico City staff is short-tempered, overworked, stressed out, angry and blames the customer for their shortfalls, as in “you should have come to the gate earlier” - as noted, 4 hours in the airport.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMexico City to Winnipeg via Toronto
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"problem with missing extra luggage"

(Canada)

Trip Verified | Frankfurt to Calgary. Cabin crew and inflight services were quite decent. I did have some problem with my missing extra luggage. The claims department did not handle the claim fairly. They did pay a claim of $500 which is half the cost of the item i had in the missing luggage. The first sector flight was with Lufthansa from Port Harcourt to Frankfurt.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFrankfurt to Calgary
Date FlownDecember 2019
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

"one of the worst airlines"

(Canada)

Not Verified | Saskatoon to Frankfurt via Calgary. Not the first time and won't be the last time. Air Canada is by far one of the worst airlines that sometimes I have no choice but to fly with. Poor food, customer service, delays, lost luggage all are daily routine with this carrier. If you have any option other than Air Canada to fly anywhere, take it. I do the same!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSaskatoon to Frankfurt via Calgary
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"poor hospitality"

(Canada)

Not Verified | Dubai to Toronto. Poor Service, on a 14.5-hour-long journey they hardly asked for drinks twice. I kept calling the staff using the button which was getting switched off again and again without any show. Finally, I had to go to them for water. Their staff don't take their job seriously - poor hospitality. One time when I asked for water, she said that they are working very hard to deliver food and drinks to the passengers, however, I got the drink and food after 1.5 hours of wait.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDubai to Toronto
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"delayed by another 4 hours"

(Canada)

Toronto to Delhi. I wonder how this airline with poor standard and worst customer service get to the top rate in North America. Their website systems are getting upgraded for several months and customer calls reach nowhere. On top of all, in my recent international flight, the airline didn't load any baggage of economy class passengers and none of them notified in a 14 hrs flight that got delayed by another 4 hours. Upon arrival, passengers were shocked to know their baggage didn't get loaded at all. How this airline is expecting them to plan their stay or arrange onward travel without baggage? One among 100s of stranded passengers.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteToronto to Delhi
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"regret trying to use Air Canada"

(Canada)

Not Verified | Kelowna to Calgary. I had a family emergency and looked into booking a flight to Kelowna as soon as possible. I very rarely fly with Air Canada and am a proud frequent flyer with WestJet. I regret trying to use Air Canada as it always disappoints and their prices never match their service. Not only did I get downgraded upon boarding my flight from Calgary to Kelowna, but the flight attendants also had no idea what they were talking about and couldn’t organize their thoughts one bit. For a $600 flight, I would expect the staff to at least know how to tell me the safety instructions properly. Now boarding my flight home from Kelowna to Calgary, sure enough, the flight is delayed over an hour. And not only that! The Vancouver flight with Air Canada just announced that they “oversold” the flight and need volunteers to re-book! That is so bad! Highlights of this travel experience: Nothing.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKelowna to Calgary
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"jettison your plastic options"

(Australia)

Not Verified | Calgary to Sydney via Vancouver. The outbound was ok because the flight was empty and the check-in crew was kind enough to provide us with a row each. This was quickly offset by the fact that they didn’t pack the vegetarian food and made little effort to provide a reasonable set of meal options. Late leaving and late to arrive so missed the connecting flight but this can happen so no biggie there I guess. Did well to find a practical solution to this and didn’t lose our baggage which was very much appreciated. CIgnored by staff when the assistance light was on. Staff were very poorly committed to providing a good flying experience. The flight home! Sardine-like conditions but poor food. Chickpea on rice, then in a bun followed by the piece de resistance, avec hash browns. Air Canada - you have a great opportunity to jettison your plastic options and go with bamboo and paper. It’s a disgrace that you have shown no leadership on this basic environmental consideration. 2
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCalgary to Sydney via Vancouver
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no