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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7/10

"Courteous but brisk inflight service"

(Canada)

Trip Verified | Toronto to Frankfurt. Efficient Check in Process in segregated area for Business Class, no line up and no waiting. Excellent Air Canada Altitude Lounge with a warm welcome and good meal served promptly. Poor boarding process with only one air bridge in operation, all 300 passengers walked through the Business Class Cabin which very much destroyed the ambience. The Captain came into the Business Class section and introduced himself and told us he had been flying for Air Canada for over 25 years and said it was his pleasure to welcome us on Board. Courteous but brisk in flight service lacking in charm. Food was good but poorly presented. Lie Flat seats are excellent. A good Breakfast was served prior to arrival.
AircraftBoeing 777-300
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteToronto to Frankfurt
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"decided to share his business class seat"

(Australia)

Trip Verified | My husband and I travelled from Sydney to Chicago with a stop at Toronto. Hubby flew business class as his work paid for it, I flew economy. I attempted to get a business class seat two days after hubby, the price probably due to cookies had gone up $3000, so for a return ticket it went from $5000, to $8000 in two days. So I purchased an economy fare, Then I attempted to bid for an upgrade, I bid $2250, one way for an upgrade, that meant I would have paid $3250, one way. Initially Air Canada’s bid, as in it is a slider, was $3250, I moved the slider down to the lowest I could bid, coming up with $2250, one way. I received an email saying my bid was unsuccessful. So imagine my surprise to find empty seats in Business Class. So instead I purchase lounge access, which I paid fifty dollars. And got to use in Toronto. I found Air Canada’s lounge food is rubbish. Due to my unsuccessful bid to upgrade, Hubby and I decided to share his business class seat. However, on our leg home, one hostess was ok with it, whilst another hostess was downright abrupt and rude, claiming it was Air Canada’s policy that you can’t change seats. It wasn’t so much that the hostess made up a policy on the go, but it was her attitude demanding I get back to economy, yet she didn’t have anything to say to my husband upon his return, not one word. So do I recommend Air Canada, definitely not.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Toronto
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"problem in their system"

(Canada)

Trip Verified | Toronto to San Francisco. Air Canada has a problem in their system where they can't get the spelling of my name right. Every time I make a booking the system deletes the last letter of my name "Maryam" becomes "Marya". Because of this, I can never check-in online at their system and with any booking I have to see an in person agent every time. As a frequent flyer for business, I am a NEXUS holder, never check baggage and always check-in online to avoid long waiting lines. However because of this problem I will forever have to get to airport early, and stand in line to have an agent correct my name on my boarding pass otherwise security will not let me through with the error on my boarding pass. Last week I flew to SFO from YYZ and Air Canada refused to let me bypass an-hour long line to have the change made and get on to my flight. They told me security would not have a problem letting me through but of course what happened? Security would not let me through and made me go back and stand in line for the Air Canada agent to change my name on the boarding pass. This is insane for an airline like Air Canada to not solve a problem that affects every person whose first name ends in the letter "M". They told me the system thinks that "M" stands for Mr. or Ms. so it gets mixed up. When I reached out to the Customer Relations team, after providing me with a 25% one time discount, told me they would not help me further, update me on whether this issue would ever be solved, or speak to me regarding this issue again.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteToronto to San Francisco
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"a total disappointment"

(Germany)

Trip Verified | My flight was canceled due to a technical failure. It was the last flight out of Boston so there was no alternative for the day. We ended up in a long queue and were at the counter shortly before midnight, only to be told that the next available flight is 2 days from now. We politely declined and asked them to organise a hotel. They said there's nobody to do it and we should do it ourselves and expense the money back. Now finding a hotel in the middle of the night in Boston can be a real adventure. We managed to do it and were as conscious of cost as possible. In the end Air Canada only wanted to reimburse us a 100$ total for the hotel stay. We paid way more. Although they didn't care about what happened to us they didn't even want to cover basic costs. It's now over 4 weeks and we haven't seen a penny. The ticket cost were supposed to get charged back to my card end of June. Nothing has arrived yet. The same happened with a Delta flight and I got my money back within a week. In summary a total disappointment.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Toronto
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

"1 hour to handle a small queue"

(Thailand)

Trip Verified | Good pilots, clean planes, On time with 1 slight delay, Efficient and professional plane staff. Montreal Airport staff was horrible. I was unable to use the self check in kiosk to to technical issues (missing info on my schedule). It took 1 hour to handle a small queue of 5 which kept growing. The staff of 5-6 counters worked extremely slow compared to counter staff such as Japan (my final destination) or swissport staff. On the other hand, airport security were extremely efficient and fast?? Air Canada Management need to experience the check in experience themselves.
AircraftBoeing 787
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMontreal to Tokyo
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"experience is incredible"

(Hong Kong)

Trip Verified | Hong Kong to Vancouver . First ever trip of me I am on the study tour in UBC, so I am heading to Vancouver on my first ever flight. The Air Canada flight round-trip is very good, regard that the seat is lack of room somehow, the service, the cabin is in good condition. Both flights (B777-300ER) are seems paired up with the Beijing flight (AC30/29) at the time. Kind of punctual arrival and departure, flight experience is incredible in general anyway.
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHong Kong to Vancouver
Date FlownJuly 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
1/10

"Boeing 787 cabin is cramped"

(United States)

Trip Verified | Check-in and boarding ground crew seemed harried and disorganized; both took more time and were less pleasant other airlines. Boeing 787 cabin is cramped, but that's typical across most carriers. App is hard to navigate, requiring me to reenter my name every time I open the app. Baggage was delayed 24 hours, and then delivered after midnight. The one bright spot is that cabin crew were polite and competent on all flights. AC used to be a better experience than the US carriers a few years ago.
AircraftBoeing 787
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMilan to Los Angeles via Toronto
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst customer service "

(United States)

Trip Verified | Quebec to Austin via Toronto. I was to fly out of Quebec this morning with a connection in Toronto to Austin, TX. The flight was about 30 minutes delayed before the gate agent mentioned anything. I was actually receiving email alerts from Air Canada before hearing anything from the gate agent about the delays. My flight from Quebec was delayed 7 hours which left me no way of making my connection in Toronto. I went to the gate agent in order to re-book my connection. She very quickly told me I would have to worry about it when I got to Toronto and there was nothing they could do for me. I waited around 2 more hours and went back to the same gate agent. I again asked about re-booking my connection. She then gave me a pamphlet and told me to call their 800 number. Called the 800 number and waited on hold for 30 minutes. When someone finally answered it hung up the call on me. I called back and waited 45 minutes on hold. The guy that answered told me there were no other flights for the day that would get me back to Austin and he asked me if I could travel tomorrow (as if I had a choice in the matter). I had paid for premium seats on my initial flights (sounds as though I am out that money). He put me on hold as he booked me for the following day flights (I was on hold at least 20 minutes). During this time I booked a nearby hotel for the night because the pamphlet I was given said the airline would not be responsible for costs related to travel interruptions because it was beyond their control. I went back to the gate agent. Told her after 1.5 hours on the phone that I had been re-booked for tomorrow and asked her about getting my luggage back. The only good thing she did all day was call down and had my luggage pulled off the plane. Gave me a $10 meal voucher to the only place to eat in the airport which of course had a line wait of no less than 45 minutes due to all of the other stranded passengers. She then said she could get me to Toronto today (but still would have to spend the night in Toronto). If she could do that why couldn’t she have re-booked me to begin with instead of having me wait on the phone for 1.5 hours? Supervisor standing behind her seemed as though she could care less as well. So here I sit in a hotel room at my expense in Quebec. I will have to fight the battle with them tomorrow that I have already paid $60 to check my luggage from yesterday. I am sure they are going to want me to pay that again. I will also have to pay for another day of parking at Austin. The worst customer service of any airline I have traveled on.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteQuebec to Austin via Toronto
Date FlownJuly 2018
Ground Service 12345
Value For Money 12345
no
1/10

"No apologies whatsoever"

(Netherlands)

Trip Verified | Amsterdam to Bogota via Toronto. My luggage did not survive a transfer, it got to my destination two days later but I was only informed of this fact three days later, and then I had to go get it myself whilst they told me they would send it to my hotel. Amsterdam to Bogota via Toronto and the flights were delayed. The staff did not bother to keep us informed about transfers and luggage. No apologies whatsoever.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAmsterdam to Bogota via Toronto
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they changed my seat"

(Canada)

Trip Verified | Air Canada offers free pre-seat selection for their Asia flights, namely China flights. However, after I booked my round-trip flights Edmonton to Shanghai via Vancouver, they changed my seat selection without notice. After I booked flights, selected seats and made payment, they sent me a confirmation email. In this email they changed all my seats to last row, but they didn't give me any heads-up and so I didn't find out. Today when I was re-organizing my email folder, I happened to see it. Air Canada has thrown us to the last row. I just talked with their customer service agent, and he said the mistake was caused by flight changes. It is a lie because first of all they only changed domestic leg but all my seat selections including international legs have been changed; Secondly, it is only a departure time change (earlier departure), not equipment change. I can imagine how people will be disappointed and shocked when they arrive at airport and find out their selected seats are long gone. And I'll be forced to pay extreme caution to Air Canada when next time I fly with them.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteEdmonton to Shanghai via Vancouver
Date FlownJuly 2018
Value For Money 12345
no