Air Canada

✅ 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.

✅ 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.

✅ 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.

✅ 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.

✅ 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.

✅ 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.

✅ 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.

✅ Trip Verified | Vancouver to Toronto. No food provided, not even a pretzel! Extra charges for every piece of luggage checked in. All 3 flight during my one week vacation were delayed (4 hours the first one) The planes don't have enough in-cabin space to accommodate traveler's belongings. I had to check in my carry-on in the end. Service was about the worst I have ever experienced. Service was interrupted at one occasion due to turbulence, I asked for a coffee but since they could not serve hot beverages during that moment the flight attendant gave me an empty cup so that I can claim my coffee when the seat belt sign went off. Waited an hour for them to come see me (that little light to call assistance is useless on that flight because they ignore you). Once she came back, took my cup and that was the end of it. Waited for 2 hours for a coffee I never got.

✅ Trip Verified | St. John's to Boston via Halifax. The original flight out of St John's left 1.5 hours after scheduled departure although the status was not delayed and we boarded reasonably on time. Landed in Halifax and got back onto the same plane to go to Boston after clearing US customs. Got to Boston and my bag had not made it out of Halifax although both of my husband's bags made it. We filed a delayed baggage report with the Air Canada baggage office in Boston on 1 Jan 2019 - same day as our flight. We flew on to Las Vegas and were informed that the bag would be routed to us within 2 days. It is now day 4 on the 4 Jan 2019 and we still have no bag. We have spoken to at least ten different people on the phone number provided for Air Canada delayed baggage. Turns out we are dealing with a call centre where there are no clear lines of communication as we have now been told about five different versions of where my bag is. We decided to get in a cab and go to Las Vegas airport to see if we could find out more information. Air Canada have a shared baggage office managed by a different company. They told us the bag was no in Toronto and most definitely not arrived in Vegas on 3 Jan 2019 when it was supposed to reach us. We called the delayed baggage number again and actually ended up giving the phone to one of the staff at the office because the guy on the phone was adamant our bag arrived in Vegas - turns out he was wrong. We are due to fly home to Australia on 4 Jan 2019 so gave numerous instructions to now get the bag to our home address - we verified that this information was on my file reference on the World Tracer website - great we can see the information on there, my bag might get home! Oh wait we just called Air Canada delayed baggage hotline and have been informed it is now going back to Boston from Toronto and is not scheduled further than that. Now we have already told these people numerous times we don't live in Boston. So after giving clear instructions again for at least the fifth time that the bag needs to now get to Australia, we are still in limbo. It is impossible to actually speak to someone directly at Air Canada because they have made themselves fantastic at being unreachable - no email addresses or phone contact numbers. The delayed baggage call centre cannot communicate accurate information and don't know anything but those are the only people you can speak to. We fly regularly every year and have used many different airlines. Never have I experienced anything like this. The customer service and assistance at Air Canada is absolutely appalling and I am astounded that an airline can operate like this. By the way Air Canada, I am still waiting for my bag.

✅ Trip Verified | Houston to Frankfurt via Montreal. I showed up at the Houston airport without my passport and there was not time to go home to get it and return. The flight had been booked through Priceline so I called them. They said I was out of luck and there was nothing they could do. Then I tried calling Air Canada who the flight was through. The Air Canada lady worked hard to find an alternate route to Tel Aviv the same day since I had a tour starting the next morning. She was able to get an alternate route booked for me later in the day at no extra charge. I loved the plane, the food, and the personnel, not to mention that Air Canada was more affordable for me. They will be the first option on my list for my next flight overseas!