Air Canada

Not Verified | Toronto to Vancouver. Upon boarding at Toronto Pearson airport at gate 38 on December 18 2019 the Air Canada crew noticed that although I have super elite status my seat was way at the back. When inquiring about it I told Annette that it was a last minute booking and no other better seat was available. Without asking for any change Annette asked me if I didn’t mind to wait for a second to check if there was a better seat for me. Within few seconds she came back with a new boarding pass and a better seat. That is the best service when you really don’t expect it. Thank you Annette And Air Canada for a best in class service!

✅ Trip Verified | Boston to Tokyo via Toronto. My first flight on Air Canada this morning was delayed due to weather. When I arrived in Toronto I had missed the connection and they handed new boarding passes which get me to my destination two days after I was supposed to arrive. I was taking this flight because it was nonstop and paid for premium economy. They’ve provided me with a hotel for one night but I end up now going through Korea and have to spend a night in the airport without a hotel. I have been on hold on their help phone for over one hour. I have also been at the customer ticketing booth and took a number which was number 243 3: 207 PM today and after an hour and 15 minutes, they had only served 40 people. I Was on hold for over one hour when someone finally answered. After explaining the situation and indicating I would be willing to go to a different airport in Tokyo the woman said to please hold and after about 15 minutes I was disconnected. I am now starting over and I’m now on hold to speak to someone again. I’ve tried calling them myself on my cell phone however if you listen to the recording it literally says that they will not take your call because of their new reservation system. Please see photos showing how they have rebooked me with three additional flights going through another country and ending up at my destination two days later. This is totally unacceptable and I can’t even speak to someone to see if there are any alternatives which is why I am posting this review as I stay on hold. In addition, I went to three lines at the airport to try to get help and each person sent me somewhere else. I will never ever fly this airline again. It’s one thing to offer me a hotel in Toronto this evening but then to expect me to arrive in Korea and spend the night on a chair waiting for a flight is also unacceptable aside from all these time issues. Thank goodness I sent my family from New York on United Airlines. They are not even aware of my problem since they are flying to Tokyo and I am not.

✅ Trip Verified | Montreal to Toronto. Their new app never works for me nor it is up to date. Is that difficult to update to provide accurate information that is critical for passengers? The entertainment device was scratched, broken and/or defective. Some planes have defective seats and non-working electric outlets. If you complain, they offer you $50-$100 as if that would solve the problem or if that was a fair compensation.

✅ Trip Verified | I’ve spent the last month attempting to organize my itinerary. I waited a total of 6 hrs on hold for their customer service line. Each time they hung up on me (before I could speak) or an answering machine informed me they couldn't even put me on hold or take my call. I had to make multiple trips to the airport to ask questions that should be cleared online or over the phone, though they failed to give such options which were available in the past. I understand they're reworking their "system" but this is insane. I don't appreciate the website telling me to see an Air Canada employee in person, only to go to a local airport (London, Ontario) to find the lady refusing to help me after I found out for no reason explained to me that my booking reference no longer existed the day before I'm supposed to leave. She kept saying “I don’t know. Can’t help you” even though she has the tools to look up my booking to see if there’s any issues on my end or hers. I had to ask her work colleague for help. It turned out the problem was a very simple one, and my time and theirs would’ve been saved if she had been happy to do her job and help me the moment I asked her.

✅ Trip Verified | Calgary to Toronto. After boarding the plane we were told that we might have to switch planes due to that one needing repairs, so we had to wait another 15 minutes to find out, then the captain announced that we had to switch planes and that the next one would be there at 10:45. So I went to my next gate and the plane didn’t arrive until about 11:30. The captain and crew assured us that they were taking care of the connection issues, which may have been true for some people but not for me. My in flight entertainment didn’t work and the charging ports didn’t work. I ended up just sleeping the whole flight anyway since I have flu. When we landed in Toronto and I could use my phone again I had a notification saying they rebooked my next flight which was to Timmins but I was flying on the 14th and they rebooked me for the 16th even though there was a flight that night to Timmins with room on it. I had to pay over $300 for a ticket onto that flight because of their mistake. I had to wait another 3 hours in the Toronto airport for my next flight. I was supposed to have been in Timmins by 6:30 that night but didn’t make it there till almost 12 in the morning.

Not Verified | Flew with Air Canada long haul business class from Toronto to Munich. I was satisfied and surprised. I flew to Toronto from Edmonton. When arrived in Pearson Terminal 3, an air Canada agent was waiting for me holding a plate with my name. She offered me a chauffeur service with a nice BMW 7 series to the terminal 1, from where my flight to Munich will depart. I was astonished as i am not a frequent flyer of Air Canada but just a star alliance gold member. The signature lounge of air Canada was amazing. Dining a la carte at the restaurant brilliant. Service on board was great. the seats in business class were very spacious. you can really spread out. I did not like the seat in flat mode though. Somehow the seat was quite hard.

Not Verified | The flight from Taipei to Vancouver was decent. But it was hard to get comfortable in the seats in order to catch some sleep on the 10 hour journey. What made us most angry was our treatment at Vancouver airport while trying to catch our connecting flight back to Toronto. We had less than 2 hours to go through customs, get our baggage, then recheck baggage before boarding. Of course going through security was slow and on top of that, baggage claim had mechanical issues so we were delayed another 10 minutes. By the time we reached baggage drop off, the agent simply told us too late and that we missed our flight. No explanation or any effort whatsoever to reach out to the agents boarding for our flight. We got redirected to a check in area where we were then booked as standby for the next flight with the agent telling us that we would most likely get on. Now we understand seats are not guaranteed but at least have the agents be a little empathetic about our situation that was not our fault. Cue boarding time for the standby flight: the agent was rude and bluntly told all standbys that we were not getting on. Naturally people were upset and wanted answers. But this particular agent was so rude and yelled back at everyone to shut up as there was nothing she can do on her end. Funny, I thought these agents are supposed to provide customer service? Didn't know being yelled at and made to feel like missing our original flight was part of their job description. I can understand feeling attacked when you have angry customers all come at you, but that's part of your job to be able to keep your cool in these situations! After a bit of yelling back and forth, she rebooked us all as standbys for the last flight of the night with a small chance of boarding as this was yet another full flight. She couldn't or wouldn't tell us what our other options are if we were to be denied this last flight as well. So here we are waiting for the last flight hoping to get on while we're all upset with how we were just treated. Long story short, the flight crew was lovely but ground staff? Please hire agents who actually care about helping passengers who are stuck here. It's not like we all voluntarily decided to skip our original flights in favour of playing chance with the later flights. Worst customer service experience we've ever experienced. Would highly recommend avoid flying with Air Canada if you can. I love my country, but this airline's ground staff is a joke.

✅ Trip Verified | On Sat 30 November 2019, I was due to fly from London to Chicago, via Toronto. I successfully completed the London to Toronto leg of my journey. All of my problems began with the Toronto to Chicago leg of this journey (UA 7673 on 30 November 2019). I boarded the plane, but was then told that there was a fault with the plane. All passengers were told to disembark the plane. I expected to be booked on to another flight for that day, but was informed by Air Canada Staff at the gate that there would be no further flights that day. I was told to collect my luggage and leave the airport. I was given the Air Canada customer support phone number and was told to contact them to arrange an alternative flight. I tried calling this number continuously for the next 12 hours. I was unable to get through to a customer support agent, despite holding for up to 4 hours! I kept getting a message saying that I could not be placed on hold, with a request to call back later. The message did not change for the whole time I was ringing! When I checked my booking online, I could see that my YYZ to ORD had been rescheduled for 4 days later (Wednesday 3 December 2019). This was despite the fact that there were numerous seats available on Air Canada flights between Toronto and Chicago on the 1st and 2nd of December. As I was unable to contact Air Canada customer support to arrange an alternative flight, I had no choice but to make my own arrangements for travel to Chicago. I proceeded to book a flight from Buffalo NY to Toronto for Sunday morning 1 December 2019 at 7.15 am. I am extremely disappointed by Air Canada. I understand that planes can occasionally develop a fault, leading to a cancellation. However, the failure of Air Canada to answer the phone is absolutely disgraceful.

Not Verified | My husband and I travel at least 4-5 times per year via Air Canada. Ninety percent of the time we fly business class. This trip to Atlanta and back has been one of the worst we’ve experienced. The flight FYI Toronto to Atlanta was over 3 hours late. Although weather was a factor, the messages to passengers were very misleading. The return flight was 35 minutes delayed, with no explanation. My entertainment system did not work, after informing the attendant, he provided a discount claim card, which lead us to believe this was a known issue. I wouldn’t have been so put off, but overheard other passengers in business class saying they were given complimentary upgrades. Their entertainment systems worked fine, while mine, which was a fully paid Bus Class ticket did not. I can only hope they read this and perhaps understand where they might try to make some customer service advancements.

✅ Trip Verified | Most recently I booked a flight from Windsor to Timmins for January 2020. Air Canada cancelled the Windsor to Toronto portion and re-booked such that I would have a 6 hour layover in Toronto. I am unable to re-schedule on line and was left waiting 35 minutes on hold before I hung up. This was on a priority number for frequent flyers. So, you can't do business online and you can't do business on the phone.