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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1/10

"I can't imagine flying Air Canada again"

(United States)

Not Verified | My flight was an absolute mess. I went from Quebec City to Montreal then to IAD. My first flight was delayed 3 times (with the email service giving me a heart attack by saying my flight is about to leave and then that my other flight had already left) before being cancelled. They wanted to stick me on a flight the next day. I'm a broke, disabled person. I couldn't afford another night in the City, and my cat sitter couldn't do another visit. So, I managed to get moved to a much later flight (I had been set to leave at 9 am, so I got to the airport at 6, and my new flight with a different airline was set for 4 pm). I finally make it to Montreal (thankfully nothing went wrong with this other airline, besides me having to re-check my luggage in) and things go from bad to worse. I mentioned that I'm disabled, I needed the wheelchair assistance, so they come get me, and I'm taken to the service desk (while being bumped into things and people along the way, it's not a great airport for people who need the assistance). When we get there, I find out that the person who set up this new flight had sent me to an airport 2 hours from my home. My normal airport is still 30 minutes away, but I certainly couldn't afford an Uber from this new one. So I say that, and I get blank stares. Thankfully I was able to get shifted to a new flight (yet again, and this one I did kind of miss due to the next issue) but they set me under this really hot light and left me to wait next to this guy's desk. I saw him get through 2 groups of people, the second set telling him that he needed to help me. I had been sitting there for 20-30 minutes at that point. (I had planned to ask what was happening after these kind ladies were done with him) So he says all of a sudden that the guy who should have come for me was stuck on a plane. Which, okay, I get that things happen, but why was I just sitting there when there surely must be more than one person who could have helped me? This guy takes me himself, and then I get left in a hallway with about 10 other people (many of them seemed to also be using assistance) who had had their passports taken to print off their boarding cards and hadn't seen or heard anything since. At this point, my boarding time has come and gone. I'm almost certain I have missed this flight and am more than ready to start crying in pure frustration. Then he finally reappears, gives the people their passports and boarding cards and we continue on our journey. I finally get to the plane (which was miraculously still there) and board (and am super thirsty at this point. Being stuck under that light as well as not having had an opportunity to get anything was really messing with me) and finally start the last leg home. I was freezing, but there weren't any blankets on a short haul, which, fair enough. But I was finally able to get home, much later than my original 2 pm arrival time. Never again. No matter how much cheaper than any of the other companies, I can't imagine flying Air Canada again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteQuebec City to Washington via Montreal
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"The worst experience"

(United States)

Not Verified | The worst experience I have ever had. We booked tickets with air Canada to Athens Greece via Montreal on 9/27/23-10/13/23. The first flights was delayed and lost our connection to Athens. The routed us to Rome stuck in middle middle seats that were not what we had booked like and were so small that could hardly move for more than 10 hours and finally Athens and the luggage were lost for 5 days. Every single flight was delayed. The return flights were delayed, lost our connection to San Diego and had to stay overnight in Montreal and fly the next day for San Diego. The staff are the rudest, unhelpful staff I have ever encountered. The flight to Montreal and back from San Diego was the worst. Hardly offered you a water, the lavatories are dirty and the staff only cares how to sell you sandwiches or peanuts. And the luggage are lost on the return trip as well! We are super upset about the whole trip. Air Canada ruined the vacation experience for us and it’s all the delays, rerouting etc. without even apologizing or trying to make it up for us.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Diego to Athens via Montreal
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"made me check my luggage"

(United States)

Trip Verified |   After years of owning a Travelpro carry-on, Air Canada made me check my luggage. Despite there being many empty spaces for luggage to fit. The attendants seemed to take a perverse pleasure in just eyeing suitcases and deeming them too large.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Francisco to Vancouver
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst check in experience ever"

(Canada)

Not Verified | The worst check in experience ever. Lady at the counter does not understand the other country rules and does not fully understand the rules when she reads them. Canadian passport holders do not require a visa before arrival and can renew it as they go there. My ticket was for 5 weeks and I was stopped for more than 30 min asking me for a visa. I explained and they had no clue. I said I have been doing this for ages and the previous time the manager fixed this. Customer service of the airport made us wait for 15 min on the line, then they allowed me to go.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteOttawa to Abu Dhabi via Toronto
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
7/10

"good enough, but nothing to write home about"

(Canada)

Trip Verified | A very typical Air Canada transatlantic experience: good enough, but nothing to write home about. The older B777s with 10-abreast seating are not quite as good as Air Canada's newer Dreamliners, but seat comfort is adequate for a 7-hour flight. In-flight entertainment is decent and quality of main meal is actually quite good. Cabin crew service was fine too. Pre-landing "breakfast" is really disappointing: just a tiny cheap croissant and yoghurt. I don't understand why airlines like Air Canada don't make a bit more effort with pre-landing food offerings. It really would not take much effort or expense to offer a proper snack box instead, and such a small improvement would go a long way to leaving passengers with a more favourable impression of the airline's service. The online check-in process on Air Canada nowadays is cumbersome: in addition to the usual things, you have to enter your passport details and credit card details to pay for a checked-in suitcase (who travels transatlantic without a suitcase anyway?). For some reason you can't do this ahead of travelling anymore. And you have to do it again when checking in for the return flight. Passengers normally know their passport details and how many bags they intend to check in well ahead of travelling, so entering all this information during the check-in process is stressful, particularly when you are abroad for the return flight. With just an improved pre-landing meal and check-in process, Air Canada would definitely be one of my preferred airlines.
AircraftBoeing 777-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to London Heathrow
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"such a poor experience"

(United States)

Trip Verified | Force you to check bags that other airline allows. Caused damage to luxury duffle. Substandard seat leg room. I am 5’9 and my knees were pressed again the seat ahead of me. Ground and gate staff were very unpleasant but I think that’s more to attribute to Jamaica staff not the actual airline. WiFi is paid hourly for an outrageous amount. I believe a Standard level of service and experience should be provided by large airlines. Would never fly again as there is no value, such a poor experience.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKingston to Toronto
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
1/10

"scattered all throughout the plane"

(Canada)

Not Verified | Worst airline. Despite my family and I booking tickets together, we were scattered all throughout the plane. No food was provided. Air Canada is not accommodating. I sat in the back of the plane, which I did not fit in and I am quite small. No leg room and my arms were pushed against the individuals beside me. Disorganized and incompetent. Pay the extra $ and book with a different airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Vancouver
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
1/10

"Will never fly with them again"

(Australia)

Trip Verified | My husband and I who are both in our seventies flew from Halifax to Montreal for a connecting flight to New York. Our boarding passes had been scanned twice in Montreal and an Air Canada representative took us through security and on to customs and then left us. We arrived at the boarding gate late and were denied entry to the plane along with 3 other passengers. The staff member stated that he had not been informed that we were on our way. Our luggage was on the plane going to Newark airport. After more than 3 hours and 5 different staff, only one of which showed any empathy for our situation, we were offered separate flights to New York, one from Montreal to Le Guardia and the other back to Toronto then a connecting flight into Newark. We were assured by the staff that any out of pocket expenses incurred would be covered by Air Canada. This entailed two taxi rides, one from Le Guardia and one from Newark into New York and also the loss of money paid to a previously arranged transfer company. Air Canada is not going to repay our out of pocket expenses and is not responding to any correspondence. Will never fly with them again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHalifax to New York via Montreal
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"completely ruined travel schedule"

(Canada)

Not Verified | Prime example of absolute incompetence its a disgrace to airline industry. Flight delayed multiple times with no transparency. No compensation for completely ruined travel schedule. I would not recommend this mediocre service to my worst enemy.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Seoul
Date FlownSeptember 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

"delayed 3 times at very short notice"

(Canada)

Trip Verified | Worst airline ever. The flight was delayed 3 times at very short notice and the total delay is over 29 hours. There is no Air Canada rep to help at the Bogota airport. The customer service agents my wife contacted from Canada could do nothing to help even to arrange any accommodation. Moreover, the last agent she spoke to regarding the third notice of delay was extremely rude saying "I cannot make a plane appear", when all we wanted to know was whether they could do anything to help my wait here a bit easier. However, Air Canada refused to help with food or accommodation although the delay was well over 24 hours.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSantiago to Toronto via Bogota
Date FlownSeptember 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