✅ Trip Verified
| Frankfurt to Nashville via Toronto. Our Frankfurt to Toronto leg was perfect. Staff was friendly, plane was comfortable, and flight was great. Once landing in Toronto, the chaos ensued. Our Nashville leg was cancelled due to weather (freezing rain and snow). Totally understandable. However, what wasn't understandable was the sheer incompetence of the Air Canada agents that helped customers. Once we arrived at the connections gate for the US flights, there was 1 Air Canada agent helping over 200 people that needed a flight rebooked. On top of that, they apparently had a new rebooking system, so she couldn't actually rebook anyone without having to wait on the phone with another department to see if anything was available. The first person in line took 2 hours to get resolved. I was fourth in line. Finally my husband and I received a hotel voucher after about 2.5 hours of waiting in the line. They stopped trying to rebook anyone and just immediately gave us a hotel. Then they told us we need to call their reservations hotline to get rebooked. No one would rebook us without calling this number and the hold times for that number were over 2 hours and longer with frequent disconnects. We were told to exit customs and go downstairs to baggage claim to collect our stuff and head to the hotel. We waited 8 hours for our baggage and it never came. We spoke to baggage agents 7 times and had them call our specific bag tag numerous times over with no luck. One agent even showed us a picture of our baggage scanned into the warehouse and knew the exact cage number it was stored in, but no one would retrieve it for us. Baggage agents instead walked around telling people to wait for carousel 10 to have their bags (which was futile) or openly started arguing with customers. "Have you seen the weather? It's out of our control! There are many people here waiting, you need to wait!" I asked one agent if he could radio for a manager and he said he couldn't, that there was no way for him to get a manager, and that he could not help. The customer service was atrocious. We all knew that weather was not something they could not control, but the baggage operations are within their control and it was a complete and utter failure. After being awake for over 24 hours and trying endlessly to retrieve our baggage, we had to give up. The next morning we ended up hiring a limo service to take us to Buffalo in order to rent a car to get to Nashville. We were never able to contact the rebooking department for help and no one in the airport could help us. My husband has filed a baggage claim for them to send it to us, if they ever get around to getting it. After this, my husband and I have decided to avoid Air Canada at all costs.