Air Canada rouge

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1230 reviews
3/10
No Skytrax Rating
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2/10

"I’m clearly owed a refund"

(United States)

Trip Verified | Ground and flight crews were excellent. Flight was efficient and comfortable. But I’ll never fly Air Canada (Rouge or otherwise) again. This was originally a BOS-YYT itinerary via YUL. 11 hrs before departure, at 23:15, we got texts that the BOS-YUL flight was cancelled. We were offered rebooking more than a day later, via Halifax with a very tight connection. We opted to DRIVE to Montreal instead and catch the original second leg, but AC had already removed us from that flight. There was no way to rebook this online, no chat, no reply to DM - only the reservations toll-free number, which I called at midnight. I spoke with an agent at 3:30 am - I was on hold for 3.5 hrs. She restored the booking, but not the seats; my wife and I were separated on the flight. We drove at 7am and caught the flight out of YUL. At the airport, we tried to find a desk that could give us info about a refund for the BOS-YUL-BOS legs. We were told that could only be done via the reservations till-free number. There was no booking desk at the airport. And still no reply to DMs. After we completed the trip and drove home from Montreal, now 9 days after the flight was cancelled - no word about the refund. So I called again , and spent two more hours on hold. The agent who finally answered said he had no idea how refunds work, they would need to pro-rate the refund. There was no way to contact them, no idea when I’d hear anything. He “resubmitted” the file to refunds dept. There’s no online chat, DMs don’t work, executives don’t reply to emails, there’s no desk at the airport and the call center is clearly understaffed. I’m clearly owed a refund for the flight they cancelled - but have no idea how much or whether I’ll see it in days or months. Nobody takes responsibility. It’s a shame, because the flight experience itself was lovely. But this airline is a mess.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteYUL to YTT
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"awful customer service"

(Canada)

Trip Verified | Air Canada Rouge isn't a bad flight agency, and the flights themselves were okay. However I'm giving a low review because of how they handled our delay. We missed a flight due to delays and got stuck in the Toronto Pearson airport overnight. We had my ONE YEAR OLD nephew with us, and there were no amenities to help feed him, keep him comfortable and transport him. I tried to go to customer service to see about a hotel, and they closed the kiosk with about 30 people still in line, telling us we would have to leave the secured part of the airport to talk to customer service out there. It was awful customer service, and I didn't want to abandon my sister with a baby and all our luggage to look after while I tried to get us somewhere to stay. My poor nephew screamed all morning since he had nowhere to sleep and couldn't settle with how busy the airport was, even in the early hours of the morning. My sister had never flown before and this was an awful experience for her. It's clear that Air Canada doesn't care about their passengers and only wants money. To top it all off, from Fort McMurray to Toronto, there was a screaming child seated directly behind me who screamed the entire 4.5 hour flight, and screamed so loudly that he woke my otherwise silent nephew and made him cry. I understand that babies can't help their crying, but the caretakers did absolutely nothing to help him, and the flight attendants permitted it when this baby literally ran up and down the aisle of the air plane while screaming. This baby also stood up on his seat and pulled my hair, yet not a peep was spoken to the caretaker by the staff.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFort McMurray to Moncton via Toronto
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"our experience was extremely disappointing"

(Canada)

Not Verified | On our departure from Mexico to return to Montreal, we were shocked to find that our seats were not guaranteed on our flight. In fact, when checking in at Cancun airport, we find that we don't have a seat. The letters SBY are indicated as seat. By going to ask the question to the representative of our airline company while going to carry our luggage, he tells us that we do not have a seat yet, that we are on standby and that we will have to present ourselves 10 minutes at our boarding gate before boarding begins to check with another employee of our airline to ask them for a status report. We were so frustrated with the situation and the lack of explanation from our airline. The employee didn't seem convinced that we had a seat on the plane even though we had an outward flight and a return flight when we had booked our trip to a resort in Mexico with our travel agent. Moreover, it was not our first time on a plane. We knew how it worked and we had never experienced such a situation. So we headed to our gate and waited for the right moment. Even when it was time to go see the employee at the boarding gate, she didn't seem to know what to say other than "probably the system" Finally, my partner and I were called to the gate and finally got seats on the plane. So imagine, arriving at the airport and learning that your seats are on standby. First time in my life that I have lived this! Also, it was not the first time we had flown with this airline. On the other hand, positive point, all the flight attendants on the outward and return plane were very nice and professional. Nothing to say on this side! Unfortunately, our experience with the airline was extremely disappointing. Our travel agent did not understand why we did not have a seat on the return plane.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMontréal to Mexico City
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Both flights were delayed"

(United States)

Not Verified | Flew Air Canada Rouge twice this week. Booked thinking I was flying Air Canada. Knew nothing about the “rouge” brand. Both flights were delayed. They did not have sufficient time between flights to properly move planes or service them. Both flights were delayed. So 100% chance of delay. Rude staff who will cut the customers needing extra time off. The flight attendants made a guest put two bags below their seat so they could accommodate one guest who wouldn’t find her own open bag spot. Very rude service. First flight, boarded an hour late then sat for an hour waiting to push back as they didn’t have weights to fly. No offer of drinks or anything.
AircraftA319
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMoncton to Toronto
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"take you to where you need"

(United States)

Trip Verified | They will take you to where you need. Nevertheless, in the months before the flights we had a few time changes. At the airport we had to show vaccination records four times despite the fact that we uploaded it to their app. The boarding zone system is confusing and separating family members. On the way back there was an hour delay from Narita and a gate change in Montreal. Now there is another delay in the transit to Newark. I paid for wifi from Japan to Canada and it didn't work.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTokyo to Montreal
Date FlownApril 2023
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

"we had to leave our two daughters behind"

(Canada)

Not Verified | One of the worst experiences of my life. Our first flight after the pandemic to visit family for Christmas. We purchased these tickets 4 months ahead for our family of 4 as Christmas presents, so we could all go and relax and enjoy family time. The night before our flight we could only check in my husband and myself, it was giving us a note that we needed to come see someone at the counter upon arriving to the airport. We went very early the next day, try to check in our daughters again and the same notice came up. So we went to find out what the issue was and a guy at customer service very rude and unpleasant, notify us like nothing that the two tickets for our daughters were sold out to their own staff. I could NOT understand what was happening at the same time and why would they do that to tickets that were already paid 4 months ahead of time. Anyways after arguing and actually crying we had to leave our two daughters behind waiting there to get accommodations for the next day on the evening. With the loss of two days of their flights and my agony as a mother we left them behind. Because they could not accommodate all of us on the same flights now because everything was sold out. We wrote to Air Canada a complaint and the excuse was because of the weather their flight was delay. Not knowing that we already knew that the tickets were re-sold to accommodate their own employees. I will never like to use their service again. That was cold, calculated, irresponsible and lack of respect and responsibility to their customers
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteToronto to Fort Myers
Date FlownDecember 2022
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

"12 hours waiting at the airport"

(Canada)

Not Verified | Flying two adults and a toddler. Summary of my experience: 12 hours waiting at the airport getting messages every hour that my flight was delayed. Cancelled flight at 10 pm and Air Canada did not offer a hotel. No meals offered. Customer service did not answer the phone. No one available to discuss my issue.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFort Lauderdale to Ottawa
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"worst airline experience I have had"

(Canada)

Trip Verified | Likely the worst airline experience I have had, outbound YYZ to PHX on Dec 15, 2022 Air Canada suggested that we arrive at YYZ at least 3 hours before AC 1721 for a 9:25 departure, so we staggered in at about 6:15. At 7:23 the flight was delayed until 9:20 We then boarded the plane and waited on the tarmac for about an hour. Then we were ordered off the plane and told to take everything with us. At 10:14 the flight was delayed until 12:30. Gate agent scolded passengers because someone had used the plane's lavatory while it was on the ground, and apparently that was the cause for the delay. As if it's the first time in the history of air travel that someone used the plane's toilet before it left the ground. At 10:30 the flight was delayed until 1:30 At 11:25 the flight was cancelled and we were re-booked on AC 1723. Our seats were separated by 14 rows. No refund for premium seat selection that was denied because of the cancellation At 2:26 there was a gate change At 4:17 there was another gate change At 5:21 that flight was delayed until 8:15 Wheels-up after 9 pm. We arrived at our destination about 12 hours late. Compensation offered? A $10 meal voucher. I have travelled all over the world, and dealt with scores of airlines and hundreds of airline personnel. I have never met with such rudeness and condescension as I have with Air Canada Rouge. Worst Airline Experience Ever
AircraftA321
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVancouver to Phoenix
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
7/10

"onboard service was excellent"

(Canada)

Not Verified | First time flying the 737 MAX and I cannot say I was impressed. The seat configuration is terrible. Misaligned with windows. The aisle is narrow, felt sorry for the attendants serving food and drink. The bathroom was terrible, a person of size would have problems entering. The overhead compartments are of better design. We sat in preferred and the seats have virtually no padding what so ever. The flight itself went fine and the onboard service was excellent.
AircraftBoeing 737MAX
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
8/10

"I would not hesitate to book again"

(United States)

Trip Verified | The queueing to board is haphazardly organized whenever I fly Air Canada, but overall I have no criticisms. Our seats, 21A/C, had really excellent legroom with a lot of room in the footwell and a clean window. There was no seatback TV, but instead a really handy clip to hold your iPad. Service is PAYGO, so it is a bit intrusive when they're selling food, and the seats could stand to have a bit more padding, but for a domestic transcon flight it was quite good enough for 4-5 hours and I would not hesitate to book again. Baggage was handled properly with no issues.
AircraftA321
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLas Vegas to Toronto
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes