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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1/10

"always had some kind of hiccup"

(Canada)

Trip Verified | We have flown with Air Canada well over a dozen times in the past two years, every trip always had some kind of hiccup, mostly minor things for the most part, but our recent trip Jan 16th 2019 was the final straw for us.We were departing from Saint Louis flying to Toronto and then getting a connecting flight from there. While at the gate in Saint Louis waiting to depart, the captain announced that the plane is off balance and he needs to do some adjustments, so he makes the announcement that all women must sit at the front of the plane and the men must go to the back of the plane (safety first, no problem). Meanwhile all of this meant that we were 45 min late to depart Saint Louis, later on during the flight the captain announced that he realized that some of us had connecting flights and put our minds at ease by saying that the connecting flights would wait for us. Our flight from Toronto was to departure at 10:10pm, after sprinting through the airport we got to the gate at 10:05pm, the girl at the gate told us that she was told to release the plane. We then complained to customer service and they said 'oh well its not our fault it was the weather', and then he says to us : 'you guys should of had time to get through customs and make it here on time' we're in our 30's and we are in good shape, there was no way that even an Olympic runner wouldn't of made it on time! we continued to argue that the captain wouldn't take off because of the weight issue. Customer service just kept saying "its due to bad weather " therefore, they wouldn't pay for hotel room.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSt Louis to Toronto
Date FlownJanuary 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

"the most horrible customer service"

(United Kingdom)

Trip Verified | Air Canada is the most horrible airline ever. I usually don’t book with them but I did it this time because I didn’t have any other option. They have the most horrible customer service. The staff are rude and arrogant. My flight was supposed to be at 1:45pm, it’s delayed until 4pm so far so might get further delayed. Every time we get closer to the flight time they send another email delaying it further more in increments of 15 minutes it has been absolutely annoying. I have got 8 emails since this morning about the delayed flight. I had to travel from another City to Montreal to take my flight. I’ve been at the airport since 10 am. Won’t ever book with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMontreal to Newark
Date FlownJanuary 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
4/10

"very upsetting to pay so much money"

(Canada)

Trip Verified | My elderly dad is old and has limited mobility. After careful consideration, I decided to pay the extra money to upgrade him and I to premium economy on our return trip from India to Canada. When we checked in our luggage, the Air Canada attendant only marked two of the luggages as priory and not the other two. When we arrived to Canada, we got two of our luggages right away and the other two we waited 1.5 hours for. There are only a few perks for paying so much more money to upgrade to premium economy and having gotten our luggage right away would have been very nice. My father was struggling with the waiting. I complained to Air Canada and they offered me 15% off on my next ticket purchase and this offer expires in a year. I am not going to be doing any travelling for the next year due to having surgery and work commitments. I asked Air Canada for a bigger discount (because I purchased two premium tickets) and a longer expiry date so that I can actually make use of their goodwill gesture. Air Canada came back saying that was the best they can do. Of course they can to better than that. They just chose not to. This speaks volumes to me about how much they actually care about customer service. Needless to say, it is very upsetting to pay so much money and to not get everything you paid for.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteDelhi to Vancouver
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"lost my luggage in Toronto"

(United States)

Trip Verified | Dublin to Toronto. They lost my luggage in Toronto on a 20 hour layover, told me 5 times it was still loading. I had to file a claim, got back to Pittsburgh after my layover (checked online for my baggage tracking and it said it was still loading, nothing would come up) my bags were not in Pittsburgh, so I called someone, they said they’d deliver them to my house later that DAY because they found them in Toronto, Still never got my bags, so I called them the next day, said they’d be out for delivery at 930am, 5pm rolls around and still no bags. No one is answering the phone and everyone we did get to talk to was zero help and they were all rude. I called them about 50 times with no answer, so I waited. They called me at 11pm the next day after I was already suppose to have my bags the day before and said they’d be there later that night. I got my bags 3 days later. Thank you Air Canada for the horrible customer service, I am very understanding, but there was no communication at all.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDublin to Toronto
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Avoid this particular plane"

(Canada)

Trip Verified | London to Toronto. Boeing 789 plane is so poorly configured that passenger comfort is given the least importance. Seat width and seat pitch of 30 inch is too tight for long flight. Long lines at the washrooms. Avoid this particular plane.
AircraftBoeing 789
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Toronto
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"surprisingly pleasant"

(United States)

Trip Verified | Atlanta to Shanghai via Toronto. 2hr flight to YYZ on the embraer (operated by Sky Regional) was surprisingly pleasant. 15hr from YYZ to PVG in economy was also a pleasant surprise. Comfortable seat with good recline, free pillow and blanket, good entertainment system, friendly multilingual staff (at least 4 languages spoken--English, French, Mandarin, Cantonese--probably Spanish as well). Asian vegetarian meal was OK, could use a little more protein and more flavour for parts of it, but certainly adequate. Free beverages to go around. Only complaint is that the toilets were not very clean -- toilet bowls clearly had not been cleaned adequately for many weeks. This is a maintenance issue and not the fault of cabin crew.
AircraftERJ-175 / Boeing 777L
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAtlanta to Shanghai via Toronto
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"Air Canada was wonderful"

(United States)

Trip Verified | First time with Air Canada. Traveled Boston to Dubai return via Toronto. Had trepidations about booking with them based on existing reviews but wanted to avoid having to pay an additional $800 for a non-stop with another carrier. Outgoing packed a medium size carry-on in case checked luggage does not arrive with me. Turns out this precaution was totally not needed. Air Canada was wonderful. Ground staff were friendly, and importantly, were intelligent and understood passengers' questions. On all 4 flight sectors, service was efficient. On all flights but the last, FAs were cheerful and went about their tasks with a smile. Food was mediocre, but, really, who realistically expects fine dining in economy? Plenty of liquids and juices on board. Legroom was okay. Had an aisle seat for sectors 2 and 3, and middle-guy and window-guy could easily slip by without my having to stand up. All flights on time. Thank you, AC. Where have you been all my life? I am your new fan.
AircraftBoeing 777 / Embraer175
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDubai to Boston via Toronto
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
7/10

"get rid of their new baggage fees"

(Canada)

Trip Verified | I flew from Toronto to Geneva (with a stop in Montreal) on an A330 and returned to Toronto from London Heathrow on a Boeing 787-9. Air Canada has changed its economy class setup and now charges $60 each way to check in a suitcase on long-haul flights. This is by far my biggest gripe - one of the main reasons I choose to fly Air Canada is that the fare used to include all the essentials, unlike many of their competitors. Sadly, AC are starting to go down the nickle-and-diming route. Surely everybody who goes on a long transatlantic flight needs to check in a suitcase, so why not just include it in the airfare like before and spare everyone the hassle? This makes the online check-in process much longer and more cumbersome, as billing address and credit card info. all have to be entered as well as everything else. Very annoying and pesky. You also no longer get to choose a seat at the time of booking and instead have to wait to see what's available when checking in, though I wasn't too annoyed about that. Bag-drop at Toronto Pearson was fully self-service - I was even able to place the suitcase on the belt myself without any staff being present. The flight to Montreal and then on to Geneva was on time. Unlike on many newer aircraft, the older A330 has the advantage of having nice wide seats with excellent legroom and good seat cushioning. The IFE was okay but not quite as good in the newer cabins. Unfortunately I was seated in the middle of the aircraft by the washrooms, which was very bothersome on an overnight flight. The stopover in Montreal is a curious setup as I had to get off the plane, wait at the gate, and then get back on it into the same seat about 1.5 hours later. The cabin service was usual Air Canada - generous with the drinks, less so with the food. The pre-landing snack of a small slice of banana bread was inadequate. The return flight on the very new 787-9 was pleasant - the seats were not as narrow or as firm as I feared they might be. The IFE was better than on the older A330, though still not as good as some other airlines'. Cabin service was the usual - pleasant enough. On both flights, the captain and first officer stood with the cabin crew to say goodbye as passengers disembarked, which I thought was a very nice little touch. Arrival at Toronto Pearson airport was the usual complete disaster - we had to sit for over an hour until a gate opened up, and then they couldn't get the bridge to fit properly. And the usual pandemonium at the baggage reclaim, but none of this was AC's fault. Overall, perfectly pleasant flights and very glad that AC has finally got rid of their ancient 767s! I just wish they would quickly get rid of their new baggage fees for long-haul flights.
AircraftA330 / Boeing 787-9
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Geneva via Montreal
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"was an excellent flight"

(Canada)

Trip Verified | Puerto Vallarta to Vancouver. This was an excellent flight in a brand new 737Max. Upon boarding staff were cheerful and helpful. The seating was roomy and was in the front row window seat as it is easier to get in and out around the passenger beside me. The IFE has much larger screens and more selections than the other AC narrow body planes. I really appreciated that. The attendant serving us in the front cabin was attentive with the wine and beverage service. As I fly AC a lot I noticed that dinner service had fewer choices and it was not served as courses nor were there 2 linens on the tray. Given this was a flight to a beach destination and I bought the return ticket at a very reasonable price, I can understand you would not get the same level of meal services I experience when traveling to Toronto, Montreal or Europe. One disappointment is the size of the forward rest room...thankfully I am a tall slim person. It would feel very cramped for some others. Also missing was the hand and face lotion that one typically finds in business class. This I missed as the air is so dry. I would appreciate it if AC would add that to the business class rest rooms on the 737Max. Check in was smooth and well organized. There is no lounge at PVR for front cabin passengers. The flight left on time and arrived early. I will be returning to Mexico on the same type of plane in the front cabin and look forward to the trip. I appreciate that AC has scheduled so many flights to Puerto Vallarta.
AircraftBoeing 737Max
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RoutePuerto Vallarta to Vancouver
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"a terrible experience"

(United States)

Trip Verified | Toronto to New York. Currently still waiting on the next flight out back home to NYC. They did not allow me to check in bags when I was 5 minutes late because their kiosk wasn’t working and printing out my bag tag. I wasn’t allowed to get on my flight even though I was there an hour and a half early. I had to pay $100 on top of paying such a hefty price for the flight. The people here made me go back and forth this airport to find where to go. Absolutely a terrible experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to New York
Date FlownJanuary 2019
Ground Service 12345
Value For Money 12345
no