Air Canada

✅ Trip Verified | First flight vas delayed due to crew issues. The delay was well communicated. A second delay occurred on the initial flight that resulted in the connections to my final destination in Australia being missed. Air Canada advised me quickly of the changes in my itinerary. Downside was a 9 hour layover in Sydney. As far as the actual flight segments were concerned, the staff were all professional and polite, cabin service well done and requests quickly responded to. Seats were satisfactory as was the entertainment, food and beverage service. The Texting while flying was fast, the baggage following notices were great - nice to know that your bags are on the plane at each leg. Makes the wait at the pickup carousel less stressful! Lounge access was included, it was unfortunate with the quick connection in Vancouver due to delay departing Toronto that we did not have more time in the Maple Leaf Signature Lounge in Vancouver, another time to better enjoy that. Overall I have to say I got value for money spent.

✅ Trip Verified | Air Canada kicked me off my flight while my bags stayed on board. Their reason ‘You were late.’ Their ‘ compensation was a $150 coupon for a 6-hour drive, cracked suitcases, and a ruined event. I ended up driving my own car to New York City from Montreal. I asked to be compensated for the gas, food, parking etc. After multiple attempts to get a compensation, they sent me: "Air Canada does not offer vouchers or reimbursement for accommodations, meals, or other expenses incurred at a passenger's destination."

Not Verified | Air Canada held us (myself and 5 kids) for 4 days without compensation for hotel, food etc… Kept pushing our rebooking further and further for our flight back to Toronto from Regina. Instead of Monday we flew out Thursday (with Westjet). Air Canada is yet to rebook us “standby - we working on you rebooking” message - all we got so far. Which means we would have been stuck for at least two more days if we hadn’t approached an Air Canada guy and if he wasn’t as nice and as understanding as he was and rebooked 14 people to Westjet right away. Horrible inhumane service treating people like numbers.

✅ Trip Verified | This is one of the worst airlines. They have zero customer service. They charge full ticket prices for children but don’t provide food or milk for babies. I have previously flown with Emirates, Qatar Airways, and Etihad, where they provide everything you need with a smile. In the past 10 years, this is my second time flying with Air Canada, and I will never fly with them again. They also delay flights without a valid reason and only provide a $10 voucher for food if the delay exceeds five hours.

✅ Trip Verified | The flight was canceled. It's not all right, but it happens. 3:26 PM I got an email from Air Canada informing about the cancellation and a promise to update the information in 30 minutes. Now is 10:30 PM, no information, no answer from customer service (almost 4 hours of waiting). It was a flight accident and the airport did not work for 2 hours, but most of the flights were not cancelled just delayed. Air Canada cancelled the flight with no reason

✅ Trip Verified | On December 31st 2024 I had the displeasure of flying business class on Air Canada flight AC65. The flight started off well enough with a preflight glass of champagne and when asked by a flight attendant if I want another I said yes. An hour into the flight I asked the Galley director for another glass and he said to wait until the meal service, which I just said ok. 20 minutes later when the meal service came around, I mentioned to him can I have two glasses instead since I had to wait. He said you can have one and I am cutting you off I can smell the alcohol on your breath. I was extremely shocked and appalled by what he said. Up until this time, I only had those two small glasses of champagne, I did not said anything to him or to anyone and was perfectly well behaved in my seat minding my own business. I said you can't dictate to me how much I drink (especially when I only had 2 glasses of champagne), is this your first time working business class, what is your name, after which he told me his name then proudly with a great sense of impunity said I am the galley director and "you can go file your report all you want it doesn't matter to me I am unionized!" He then walked away. A few minutes later he came back with my dinner, which was burnt and inedible. To add insult to injury, he told me that he had informed the captain of my unruly disruptive behavior. I still cannot comprehend what would cause a flight attendant to treat a customer in this fashion. Perhaps it is a matter of mistaken identity but regardless, the behavior is unprofessional and inexcusable. As for the rest of the flight, AC's reverse herringbone seats are ok but quite narrow especially with the foot rest. If you are a side sleeper, the narrow footrest will be disturbing. The meals were average at best with very little flavor. The on demand snack of chicken pot pie was the best part of the food selection. AC recently downgraded their Acqua de gio amenity kit from leather/pleather to a fabric bag. The moisturizer was quite nice. The wifi was quite slow.

✅ Trip Verified | This trip included one stopover and two legs. The first flight was from Brussels. The pilot announced that they were delaying the flight to allow for transferring passengers to make our flight. That decision meant that we lost our spot in the de-icing process (at the gate) and then lost our take off spot. We were two hours late departing. We arrived in Montreal, and the ground personnel provided boarding passes to passengers who would not make their connections. I was told that mine would be okay, and others were making the same connection. We cleared customs and made it to the gate 10 minutes before the gate was to close. Management had decided to send the flight early. They closed the gate 12 minutes before the published time on our boarding cards. This meant delays, rerouting through Toronto and more delays before arriving at my final destination. I was 10 hours late in arriving. Only once was I apologized to by a staff member. The rest of them blamed someone else. The actual flights themselves were reasonable, comfortable and safe. But management's decisions both in Brussels and Montreal and then in Customer Service, were horrendous and they refused to take responsibility for them. The airline is liable to pay compensation. When contacted, they said that it was due to the weather. When I presented the trip facts, they never responded to those facts. I was not the only passenger to miss that flight due to management's decision to close the gate and send the flight early.

✅ Trip Verified | Delayed hours, boarded the plane and then waited in the plane for a separate fault then everyone taken off the plane and told 2 hours longer delay. At the end of the 2 hours another hour delay then cancelled. No information or communication throughout the day and no help or options given that we had checked luggage. Other flights delayed and no flight to same destination offered by the end of the day. Had to change destinations after losing a whole day of our trip in an airport with nothing.

Not Verified | Have flown with Air Canada many times and have always had a good experience. Our last trip was to Florence via Zurich (Flights LX4641 out and LX4640 in). No issues whatsoever. Check in was smooth, boarding in Toronto was about the easiest we have experienced in a while, seats were fine, service was good. The only minor issue was that the seatback in the seatback in front of me was broken somehow and I couldn't put the tray back easily. Also, what's with offering WiFi but only to Aeroplan members of a certain level? I find that annoying. Other that that, everything was good.

✅ Trip Verified | I booked a bulkhead seat online so that I could ask for a bassinet for my child. Subsequently, my husband called their customer service to confirm the booking and to request a bassinet. On call, their agent offered the seat as a complimentary gesture, since it was my baby's first flight, and refunded the seat price. We literally paid for the seat and their agent refunded it. About 5 days before my flight, I found out that I've been assigned some random seat, and not the one I originally booked. I was never informed of this change. I spoke to another one of their customer service rep and she said the earlier agent was supposed to send me a no-fee invoice of some sort in order to confirm the seat, which she didn't. And now they've given the seat to someone else! I tried to explain to her that I need that seat so i can have the option to get a bassinet on flight. But she said there are no more bulkhead seats available on that flight. After being thoroughly annoyed by their lack of accountability and inability to provide a solution, I posted a complaint on Twitter. A handle with their company name and logo reached out and asked for my email id and booking reference #. A person claiming to be Air Canada staff called me and canceled my booking! He said he'll refund the amount and I can book the same seat again. I found it suspicious and cut the call. But he already logged into my Air Canada account without any password, and he actually cancelled my booking! I received a cancellation email from AC and there was a non-refundable charge of $987. I brought this up with AC staff, but they couldn't care less. Someone impersonates their account and staff, gets access to their customer's account, and they still don't bother to take any action. If AC had taken prompt initiative to reach out to me, this wouldn't have happened. All this ordeal just days before I'm to take a 15hr flight with my baby. After a lot of unhelpful discussion on chat with their staff, one of their agents assured me that the original amount would be refunded. He then proceeded to offer me another ticket for another flight that's flying out two days earlier than my original flight. But he said I'd have to pay for this ticket though. Based on the assurance that I'll receive my refund, i paid for the new ticket. Now they are refusing to give the refund! I decided to pursue them for my refund, but take the flight nevertheless. Didn't want them stealing my money twice. The in-flight experience was horrible. The flight attendant refused to provide me with a bassinet, because in her opinion, my 6-month-old 7.5 kg infant who cannot sit up by herself is too big and does not need a bassinet. I understand that a bassinet is provided on a first-come first-served basis. And they did have a bassinet in flight. Another flight attendant that I spoke to came with it to install it, but this woman came back again saying my baby cannot have it! She said it doesn't matter that your baby cannot sit upright independently, it doesn't matter that you paid for this seat, you cannot get the bassinet. I've never in my life had such a horrible experience with any airline. Why should I lose out on my money, when they made their customer's online accounts easily accessible by any random person? How is it my fault that their agent did not confirm my seat and returned the amount? Their agent stated on chat that the original amount would be refunded. Why did he lie and deceive me into buying new ticket?