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 2338 reviews
4/10
4 star Skytrax Rating
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6/10

"the flight was delayed 6.5 hours"

(Canada)

Trip Verified | We had a not very good experience. At the beginning when my husband booked the flight using website the system ask by a middle name, if you do not have any then, the system put something automatically. We try to fix this for many ways (client service, emails, etc.) and we never get the answer. So at the moment to make the check in we have to call again to customer service and ask to make de correction in my name, this take a while. But the worse was the flight was delayed 6.5 hours. We received the notification of this the night before. Because I was travelling with my 3 kids this was very inconvenient for us. We had already booked a taxi to move the luggage to Monterrey airport also we had made arrangement to move the kids in other vehicle with a familiar. We had to change all this. As a consequence we landed very late that the original plan and left the airport at 1:00 am after passed immigration office, the kids was very tired and we had to change the booked taxi that we had booked in Toronto. On the other hand the flight attendants were very kind during the flight.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMonterrey to Toronto
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

“Talk about skimp-flation”

(Canada)

Not Verified | Air Canada biz class; pay more for less. Took early morning (boarding 0635h) flight 341 from Ottawa to Vancouver, one of the few non-stop direct options to avoid the passenger insanity of transiting Toronto Pearson airport. It was still dark in Ottawa but was there lighting inside the aircraft? No way! A dim little infill up at the ceiling above the luggage bins. Otherwise, you had to use your phone light to see if the floor was clear as you counted off the seats to find where your tushy was booked for the flight. Would it strain you to flip the ‘on’ light switch, Air Canada? This was my third seat assignment as Air Canada changed aircraft and I had to complain to Customer Service (aka ‘Support’) via the CEO to get back to a window seat. The included food choices were omelette or French toast. Cabin crew asked if I wanted bread with my toast. Huh? No maple syrup but a sweet red goop with diced apple chunks. Who chooses this stuff? Ya, I know, first world problem. Return Vancouver-Ottawa flight 342 left from gate C45 which for the mathematically challenged YVR management is after gate C46. Mid-morning departure with the usual ongoing announcements about a full flight, limited space, free hand luggage check (isn’t carry-on free to begin with?), and then some little old lady handling out luggage stickers for carry-ons. No thanks. Had the omelette on the return flight. Took the bread. During this flight the primary cabin crew member disappeared for long periods of time “behind the curtain” and had trouble coordinating her duties. Air Canada has become the bottom feeder among the “charge more, provide less” carriers. Talk about ‘skimp-flation’. I can only hope they do not have the same attitude towards their aircraft mechanics.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteOttawa to Vancouver
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
9/10

"Very hospitable service"

(Canada)

Trip Verified |   Very hospitable service. I was assigned a seat by the emergency exit row, so great extra legroom but sucks that I couldn't use the TV while taking off/landing. The wifi is okay and it helped me load my documents to finish some work on the plane. Price is valuable for the journey given the short and convenient layover
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTokyo Narita to Saskatoon via Vancouver
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"appreciated her services so much"

(Canada)

Not Verified | Great services on AC801 from Dublin to Toronto November 8th 2023 . We were lucky to be on that flight! Crew member Isabelle made us so comfortable and our family appreciated her services so much. Isabelle was so professional, friendly and hospitable! She made Air Canada looks great. Thank you Isabelle, you are an example to follow. Also to mention how nice and welcoming was the pilot. That was a dream flight. Thank you again!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDublin to Toronto
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

“delayed and late all the time”

(Canada)

Not Verified | They are delayed and late all the time. Very slow and under staffed maybe. They are not always the nicest either when they speak to you. More like custom officers than nice airline hosts. The constant delays, I understand for safety reasons but every time? How can that be possible. Seems more like other reasons for the sluggish performance. Other airlines I flown all over the world seem far more pleasant, quick and efficient 9/10 times. We also waited to board today after 3 delays. We were next to board and they said we were zone 4 not 3 and to go back of the line even though our connecting flight tickets had no zoned listed. So we thought it was 3 and the other line has zone 3 and 4 passing into zone 2. The person at the front basically tried to embarrass us and said that’s the rules. Back of the line. Then literally 1 second later, he said now boarding zone 4. So seemed a little rude to do that to us. His counterpart was kind enough to board us after and apologize for how he treated us which helped us at least laugh about it but I honestly think some serious training, or incentive or something is needed to make the staff nicer to work with. Pay the pilots or staff more. Air Canada has the potential to be the greatest but these constant delays and tough demeanours don’t help the image.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVancouver to Edmonton
Date FlownNovember 2023
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

"finally found my luggage"

(Australia)

Trip Verified | I arrived in Halifax on Saturday night without my luggage because it 'didn't make the connection'. My colleague's did. Today (Friday) I received an email from FEDEX (not Air Canada) advising me they would deliver a package to me on Monday (my bag I assume)! So Air Canada finally found my luggage and instead of loading it onto the next available flight and getting it to me this evening, they have offloaded it to FEDEX, who will truck it here over the weekend. I've been 6 days without my clothes and (even though my luggage was located at 3:00pm on Friday), I now have to wait another three days. Air Canada say they'll repay 'reasonable expenses' for a delayed bag, but won't tell me what this is. So I've had to purchase new outfits every second day, with no guarantee my unnecessary spending will be refunded. Furthermore, do I throw my new clothes into the bin, when I fly back to Australia next Saturday? Because I'll now be over my baggage limit. I'm speechless.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteToronto to Halifax
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never use this airline again"

(Germany)

Trip Verified |   Absolute worst experience. AC has mixed up my luggage on the incoming flights. Connecting flight to Houston were delayed by 3,5h due to maintenance issues. We’re requested to be borded every 45 minutes. Ground crew at the gate helpless without any information. AC had closed down their business lounge and we received 10 Dollar vouchers for compensation. Desk manager was completely useless as well. Will never use this airline again
AircraftA220
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteToronto to Houston
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"very helpful and extremely hospitable"

(Canada)

Not Verified | On Nov 1st 2023, I flew from Copenhagen to Toronto. I like to express my utmost gratitude to the team of flight attendants, Roberta, Mary, Joanne, and Grace for their wonderful job during that long flight. They were very helpful and extremely hospitable. Thank you to Air Canada for providing us with a supportive crew.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCopenhagen to Toronto
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Extremely poor service"

(Canada)

Trip Verified | Extremely poor service, very uncomfortable seat, no space for legs. Bread was very hard, like a brick. Staff were rude, one of the staff didn’t wear gloves and use hand to pick ice cube for the drinks. The worst experience ever.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTokyo to Toronto
Date FlownNovember 2023
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

“Remarkably poor customer service”

(United States)

Trip Verified | Remarkably poor customer service..... Our initial flight was delayed out of Boston for a "safety" reason, what I have gathered is that this is what they tell you so that it can not be their fault. We landed in Montreal and when we got off the plane, were handed ticket changes to give us a 3 hour delay in Montreal, send us to Portugal and give us another layover there before heading to Milan (adding roughly 7 hours to our travel and making us miss everything we had planned and already paid for in Milan). We got to the gate of our initial flight on time and tried to get our seats, but they had been sold to someone else as we were removed from the flight. We waited for the new connection and got to Portugal. In Portugal we were told by Air Canada that we could not get on the flight as we did not have boarding passes and they could not give us boarding passes because we had not paid for our baggage. I showed them the receipts and was told that there was nothing they could do and they could not even open it up for us to pay a second time. The Air Canada people had me take all of our passports and go out through the exit, find the check in area for Air Canada and get help there since we were short on time as it took an hour just to get this far in trying to get our boarding passes. I ran the 20 minutes to get to check in only to be told that they could also not help me and it was not their problem so I needed to call Air Canada, they did not give me a number or anything just told me it was not their problem and that I needed to call and was pushed aside for the next person. I called the number I found online, only to be told that there was nothing they could do either. So here I am, stuck outside of security with no boarding passes to get back to my family and my family's passports. I was so frustrated that I cried. Finally some nice lady with a different airline helped me and took maybe 10 minutes to fix the issue and get me my boarding passes. By this time I had 40 minutes to get through security and to the gate. We made it, 0 thanks to Air Canada who was apparently content to leave us stranded in a country we shouldn't have been in to begin with as we made it to the gate of our initial connection to begin with. When I complained to Air Canada, explaining that we do not travel often (this was 4 years of saving) and just asked for the money back from what I had prepaid and missed, they told me that it was not their problem or responsibility but here is a $200 Air Canada voucher that you will never use. Their response to my rebuttal asking that they make this right and just refund me the roughly $500 in missed activities as they mishandled our flight from beginning to end, they told me "While I am sorry and understand your disappointment with our decision, our response is in line with the Air Passenger Protection Regulations. Although this may not be the answer you are looking for, I thank you for your understanding and appreciate this final opportunity to reply to your concerns." AKA it's okay for us to re-route you, make you miss everything you had planned, and not even bother to make sure you could get on the extra 7 hours of travel we put you on. Worst customer service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBoston to Milan via Montreal
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no