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 2371 reviews
4/10
4 star Skytrax Rating
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2/10

"charging hefty airline fees"

(United States)

Trip Verified | Worst airline for charging hefty airline fees. I was charged $150 CAD each for my family of 4 for the cancellation which is probably higher than the fare of the total ticket price. The airline is not customer friendly in terms of fees.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
Date FlownApril 2023
Value For Money 12345
no
1/10

“Do not recommend”

(Canada)

Trip Verified | Worst experience. I was boarding with a 35 L bag for a backpacking trip, and after getting it into the carry on check, they insisted it needed to easily move in and out. Will never be travelling Air Canada again, they don’t appreciate the backpacking spirits, especially when I made an effort to get my bag so small. Do not recommend.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Mexico City
Date FlownMarch 2024
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

"no pillow or blanket"

(Germany)

Trip Verified | Unfriendly cabin crew. Sandwich old and not edible. Calls for the stewardess were ignored for over 30 minutes. There was no pillow or blanket. Headphones, beer or wine cost extra. Entertainment only ran after a total system restart after almost 2 hours. The positive thing was that the flight was on time. Unfreundliche Kabinencrew. Sandwich alt und nicht genießbar. Ruf nach der Stewardess wurde über 30 min ignoriert. Beim gab es kein Kissen oder Decke. Kopfhörer Biwr oder Wein kosten extra. Entertainment lief erst nach einem totalen System Neustart nach fast 2 Stunden. Positiv war das der Flug pünktlich war.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHonolulu to Toronto
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"problems of hopeless support"

(United States)

Trip Verified | I bought six business class Air Canada tickets from Washington to Nairobi rtn for a family trip through Expedia. Air Canada provided the first leg but was responsible for the entire itinerary because the tickets were on their paper. Our flights from Toronto to Nairobi and return were on Lufthansa. The night before our departure from DC, AC advised that it had cancelled our initial flights. It was astoundingly difficult to reach the AC help desk and I was kept on hold or talking from 10pm to 4am. Finally, I had my party rerouted, with me now on United to Toronto and my wife on AC. When I went to the United counter, it turned out that the AC agent had messed up the booking. United required me to get AC to fix it, which took a long time. When we arrived in Nairobi I noticed that our return flights no longer showed in the Lufthansa system. AC had screwed up our booking by adding new flights, rather than changing our outbound flights, so Lufthansa treated us as no-shows on the outbound and, as is standard practice, cancelled our return flights. Another 12 hours listening to the AC dialtone and dealing with hopeless AC agents, trying to blame Lufthansa for their mistakes, ensued. Eventually, AC was able to unscramble the mess they'd created and got Lufthansa to honor our return tickets. I waited to do this review hoping that AC might improve, but I can see from other reviews that the problems of hopeless support remain. Buy a ticket on AC at your own risk and only when prepared to spend all night trying to get AC staff to fix the problems they've carelessly created.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteWashington to Nairobi via Toronto
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"no-refund of any kind"

(Canada)

Trip Verified | Air Canada cancelled our flight in the middle of the night just hours prior to leaving. We were scheduled to have a direct flight to Ottawa from Vancouver and they changed it to a stopover in Toronto 2 days later! After being on hold to customer service for 2 hours I spoke to an agent who was trying to reroute for the Monday, the day we were to return but could only get us home by going to Toronto first. As she worked on the flights we were disconnected, another hour on hold to get a snotty agent who wanted anything but to help. after an hour of attitude she got us through Toronto but delayed and had to spend the night. Heading to Ottawa the following day, now 36 hours after the original scheduled landing. Air Canada refused to pay for the hotel in Toronto, the extra meals, parking. Basically saying it wasn't their fault their plane was unsafe to fly. Just the month before we paid for 4 flights to get to Estonia and back. Paying extra for seat with more leg room. What we got was bulkhead which I expected but they put a baby crib in front of our seats and we couldn't even raise our monitors to watch a movie. Just a kid crying for 8 hours. The next flight our seats were bumped to regular not extra leg room, The third flight the same. Coming home from Frankfurt the bulkhead seat I actually paid for was only half a seat due to the design of the plane. Again no-refund of any kind. What does this airline refund for? We are trying to support a major industry in Canada and giving them support but none is given in return.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteVancouver to Toronto
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"lack of customer service assistance"

(United States)

Not Verified | The flight from Narita Tokyo to Vancouver was OK, left on time, arrived on time. The problem started for the connecting flight: Vancouver to Portland). Months ago, Air Canada booked my connecting flight out of Vancouver late afternoon, although there was an earlier one. I could have saved 3 hours (and make my connection!), not sure why they decided to keep me waiting at YVR for over 5 hours coming from Japan. The plane to Portland arrived late, the departure time was pushed 40 minutes, we boarded, the plane went on the tarmack, there we waited 30 minutes, then back to the gate. There was a mechanical problem. After another 20 minutes, it was decided the flight was cancelled. This is where customer service should have kicked in. The flight attendant said we had to leave the plane. No mention of connecting flights, no agents from AC were assigned to help us; there was ZERO help or assistance to help us book a new flight. We walked for miles, crossed the long airport, picked our luggage, went through immigration and customs, looked for the right Air Canada counter, then waited in line for more than one hour; of course they had a few agents totally overwhelmed with the flow of passengers. The only pm flight to Portland was sold out, we spent the night in VC and delayed 24 hrs our arrival. I lost my hotel reservation in Portland. I dont blame AC for cancelling the flight, for security reasons. But they showed a total lack of customer service assistance to book the replacement flight. They did not bring a replacement plane, we had to search on our own for hours, how to get to our destination.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTokyo to Portland via Vancouver
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Service and food were the most negative"

(United States)

Trip Verified |  First airline review I've ever written. It was that bad. Service and food were the most negative parts. Not only were their minimal vegetarian options available, I got attitude when asked. Can only book food options when buying the ticket, they don't let you do that during online check in. This ticket was bought for me by someone else, so that was an issue. No problems with the airplanes, smooth rides. In flight entertainment was fine, although the complimentary earbuds were lower quality than most. Will happily pay more next time to fly on another airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBoston to Seoul via Toronto
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Very disappointed"

(Canada)

Not Verified | Very disappointed. If possible I will avoid flying with Air Canada in the future. I was supposed to fly from Calgary to Amsterdam with a layover in Toronto. On the day of departure I was informed that my flight was delayed with an hour. A few hours later I was informed that my first flight would be delayed 3 hours which would cause me to miss my connection in Toronto. After calling (over an hour waiting to talk to an agent) I was offered a flight over London Heathrow which would stretch my 11 hour trip to a 20 hour trip. Then that flight got cancelled as well and another flight was offered which would mean I would leave 4 hours later than planned and make the trip over 25 hours. I turned that down. That day, I spent over 3 hours on the phone talking to agents or waiting my turn. This trip was planned months ahead of time. I missed my mothers 75 birthday, had taken days off for this trip, had to plan work ahead for the time I would be absent. When I requested compensation, an agent directed me to the website. When I entered my flight information the system didn't recognize my flight information and I was redirected time and again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCalgary to Amsterdam via Toronto
Date FlownFebruary 2024
Value For Money 12345
no
1/10

"not recommend this airline"

(United States)

Not Verified | A flight was cancelled due to mechanical issues. I was never contacted or rebooked on a new flight, I had to do this myself and it took over an hour and a half. Additionally, there were limited options to depart and all departures added over 24 hours to my travel, with travel to a new location that required a hotel night stay, transportation, and meals. We also purchased upgraded seats. They emailed back and offered no refund for anything. I would not recommend this airline.
Type Of TravellerBusiness
Seat TypeEconomy Class
Date FlownMarch 2024
Value For Money 12345
no
1/10

"distraught and frustrated traveller"

(Canada)

Trip Verified | I'm currently on a cruise vacation in South America where I flew from Toronto YYZ to Buenos Aires on Mar 4. I did self baggage drop at YYZ and received an email from Air Canada confirming receipt. I noticed there was a technical problem at the self drop counters 30 mins after my luggage was dropped. Didn't think that affected me but I was shocked to receive a text msg upon arrival that my bag was delayed in YYZ. There were at least another 14 passengers like me. So I filed the incident at EZE and got a ticket. They said my bag would arrive on Mar 6 but I told them my cruise was leaving Buenos Aires on Mar 5 evening and need it delivered to the cruise port before that. The crew said there's no flight between YYZ and EZE on Mar 5 which I find unbelievable. Needless to say that didn't happen and I left with the cruise ship baggage less. My next port is Montevideo which is very close to Buenos Aires and I would be there on Mar 6 until 6 pm. I heard nothing from Air Canada and had to email and call them several times until I finally received an email saying they will reroute my bag to Ushuaia which is the port of call on Mar 12. That is 8 days late and I'm already 60% into my cruise. Moreover I do not have any toiletries or undergarments plus no winter clothing. Where I started it's 28C and once past Mar 9 the temp will drop to 10C or lower as the ship sails southbound towards Antarctica. I am also booked on 2 excursions for penguins and wildlife sightings before Mar 12 that require hiking boots and water repellent jackets, both in my checked bag. Getting money compensation was not only insufficient to cover all these items, but impossible to find them in Buenos Aires or Montevideo within the 5-6 hrs I have onshore. Air Canada responded that they can ship my bag to an airport that is an hour away from my next port Puerto Madryn and ask me to find out if Princess can go pick it up. Isn't Air Canada's responsible to ensure the delayed bag is shipped to where I am within a reasonable time? From Mar 4 to Mar 8 is already not a reasonable time. Princess has been very helpful letting me use their front desk phone to make international calls to Air Canada and also agrees to go pick up my luggage if it can be shipped to a closer airport than the one suggested. Last I know my bag was scanned at Sao Paulo Brazil airport. No idea why it's there and the thought of losing my bag with all belongings is haunting me. I am not sure how I would continue my cruise and this has ruined an otherwise experience of a lifetime. Air Can has handled this so poorly. A very distraught and frustrated traveller.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Buenos Aires
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no