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Contact Information

Mailing Address:

Air Canada – Customer Relations
PO Box 64239,
RPO Thorncliffe
Calgary, AB, Canada
T2K 6J7

Phone:

1-888-247-2262

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Air Canada Complaints: Contact Number, Email and Form

Air Canada Complaints: Contact Number, Email and Form

Nicolle Harwood-Nash
Last Updated: January 22, 2025

Should you fly with Air Canada and encounter an unsatisfactory experience, you may feel the need to express your discontent through an official Air Canada complaint. To ensure your complaint is not only heard but also addressed appropriately, there's a certain protocol you should adhere to when submitting it.

Our mission at AirAdvisor is to champion passenger rights. In this article, we strive to simplify the process of lodging a successful complaint with Air Canada. We'll guide you through what issues you can raise, what information to incorporate in your complaint, and how to effectively communicate with the airline, along with how our team of experts can help.

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What Can You Make a Complaint About

There are several issues that you may choose to raise after having made use of Air Canada's services, though only some may result in you receiving monetary compensation from the airline. For instance, if you experience a flight delay that causes significant inconvenience in your travel plans, you may complain to the airline, hoping to seek compensation for a delayed flight in Canada.

Another instance in which it's within your rights to make a complaint is if Air Canada cancels your flight, causing considerable disruption to your schedule. Facing a disruption like this may entice you to contact the airline to inquire about getting compensation for cancelled flights.

(We encourage you to familiarize yourself with the regulations in place at your place of departure or inquire about Air Canada delayed or cancelled flight compensation with the airline itself to better understand the compensation you may be entitled to.)

You may also file a complaint regarding an airline ticket refund if you've been denied boarding or Air Canada cancels your flight without providing an acceptable alternative. Examples of other complaints you have grounds on which to make can include Air Canada complaints surrounding issues with the booking process, the in-flight service, or the post-flight customer support.

Air Canada flight cancellations

Know Your Passenger Rights

Your passenger rights can differ depending on the location from where you're travelling:

Passenger Rights in the United States

If you're travelling within or from the United States, the U.S. Department of Transportation (DOT) has outlined several protections. For instance, airlines are mandated to compensate passengers for involuntary bumping due to overbooking or for lengthy tarmac delays.

However, in situations of flight delays or cancellations, US carriers aren’t required to provide compensation if the disruption is caused by uncontrollable circumstances like severe weather.

Passenger Rights in Europe

In contrast, when traveling within or from the European Union, your passenger rights are protected by Regulation 261/2004. This legislation requires airlines to provide aid and compensation in the event of a delayed flight, a cancelled flight, or instances of boarding denial and downgrades. The precise amount of compensation is determined by the length of the delay and the distance of the journey.

Importantly, the same EU passenger rights apply in the UK, known as UK261, ensuring the same level of protection for your rights as an air passenger.

We assume all legal costsAll you have to do is submit the application and wait for the compensation to be received.Check Your Flight

How to Make an Air Canada Complaint

When lodging a complaint with Air Canada, it's crucial that your report is comprehensive and clear to yield a satisfactory response.

  • Begin by providing your personal details, such as your full name, as listed on your passport, your contact details, and the booking reference or ticket number, which allows the airline to identify you and initiate communication.
  • Include specific details about your journey, such as the date of your flight, the flight number, and your departure and arrival airports. Such information helps Air Canada to quickly identify the circumstances of your travel experience.
  • In the body of the complaint, clearly outline the issue. Whether it was a delayed flight, a cancellation, or another service-related issue, a concise statement helps Air Canada understand the problem and tailor an appropriate response.
  • Incorporating supporting evidence such as boarding passes, photos, receipts, or emails can lend weight to your claim and make it harder for the airline to dispute the facts.
  • Finally, clarify your desired resolution, which could be as compensation, an apology, a refund, or changes in their service. Outlining this gives the airline a clear direction on how to best address your concern.

Remember, a respectful and professional approach in your communication can facilitate an effective resolution to your issue.

Ways to Make a Complaint to Air Canada

Here, you can explore ways of submitting your Air Canada complaint:

Air Canada Complaints Email

You can send the airline an email by filling out their 'Customer Relations Form', found on their website's 'Contact Us' page.

Air Canada Complaints Phone Number

You can call Air Canada on 1-888-247-2262. This is a toll-free line that operates 24hrs, 7 days a week within Canada and the U.S.

Air Canada Complaints Live Chat

You can find an Air Canada chat function on the 'Contact Us' page on their website, though it's operated by Artificial Intelligence (AI).

How to Fill Out an Air Canada Complaints Form for Cancelled or Delayed Flights

Securing any due compensation from Air Canada is made effortless with the help of AirAdvisor. We shoulder the bulk of the work, ensuring a smooth process for you.

  1. Start by visiting the AirAdvisor website. On the main page, select the 'Check Compensation' option to commence your claim.
  2. Enter details about your disrupted Air Canada flight, such as the flight number, the flight date, and the type of disruption experienced (delay or cancellation).
  3. The following stage may require additional information like the duration of the delay or any alternative arrangements made by Air Canada.
  4. After submitting your claim for review, AirAdvisor's team of legal experts will meticulously evaluate your claim, engaging with Air Canada as needed to confirm the details and negotiate compensation on your behalf.

Rest assured, AirAdvisor adopts a 'no success, no fee' model. Our fees are only incurred upon the successful acquisition of your compensation from the airline.

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Air Canada Response Time

As per the airline's commitment to customer service, they typically aim to respond to complaints as quickly as possible. However, it can sometimes take up to several weeks for them to fully investigate and respond to a complaint.

FAQ

You can find some frequently asked questions below:

How do I make a complaint to Air Canada?

Ways of making an Air Canada complaint include via phone or email.

How do I contact Air Canada directly?

Consider calling Air Canada on 1-888-247-2262 for direct contact.

Does Air Canada ever give refunds?

Refunds are provided by Air Canada under certain circumstances, such as when flight cancellations are the result of actions taken by the airline itself.

How long does Air Canada take to respond to complaints?

Typically, Air Canada aims to respond to complaints within a few weeks.

Is it worth complaining to Air Canada?

Yes, it's generally worth making a complaint to Air Canada if you've had an unsatisfactory experience. It helps the airline identify areas of their service that may need improvement and may potentially result in compensation or other forms of redress.

Does Air Canada have a live chat?

Air Canada provides a bot-operated chat feature.

Why is Air Canada refund taking so long?

The duration Air Canada takes to process a refund can fluctuate depending on aspects such as the method of payment, ticket terms, and volume of complaints.

How much does Air Canada charge for special assistance?

While many special assistance services they offer are free, not all of them are. You can find out more by contacting Air Canada on their dedicated special assistance number, 1-800-361-8071.

Can you sue Air Canada?

Although it's possible to legally pursue any corporation, including Air Canada, it's typically more efficient to address issues directly with the airline or through consumer protection agencies.

How reliable is Air Canada?

Air Canada is generally regarded as a reliable airline, notwithstanding the occasional inevitable flight delays or cancellations.

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Complaints

Elizabeth Norcross

Problems at airport

Feb 14, 2025
I was offered a meal voucher. Don’t remember signing for it. Very upset that I missed a whole day in Barcelona due to the airline.
Silvana Valadez

Technical problems

Feb 12, 2025
I arrived in Barcelona more than 24 hours late. They only gave my two meal vouchers for the airport.
Yannick Hohenstein

Technical problems

Feb 11, 2025
We ended up arriving 6 hours late at our destination in Toronto, without any compensation. The official reasoning of Air Canada was: "We're sorry but this flight is cancelled due to technical issues from an earlier flight which is causing the aircraft that is scheduled to operate this flight to not be available. Examples include maintenance affecting key aircraft systems such as flight controls, navigation systems, or hydraulics."
Malcolm Alexander

Problems at airport

Feb 11, 2025
Cancelled my original flight (AC125); rebooked onto another flight AC2125 which was then subsequently delayed from 19:00 to 23:20
Gustaf Hård Af Segerstad

Technical problems

Feb 10, 2025
After my original flight was canceled, I was rebooked on a flight through Montreal. However, that flight was also delayed, causing me to miss my newly scheduled connection to Newark. Realizing that I would arrive in Newark more than six hours late, I knew I would miss my separate-ticket flight to Stockholm. As a result, I had to forgo the Newark connection and book a new ticket from Montreal to Stockholm via Paris. The delay not only caused me to miss my Newark-to-Stockholm flight but also forced me to purchase a new ticket from Montreal. Although I would have eventually reached Newark, it would have been pointless for my overall travel plans.
Alexis Killens

Technical problems

Feb 10, 2025
Along with the disruption to the flight the following situation occurred. After waiting for an extended period of time trying to depart on the plane, I started to experience allergy symptoms. My nose was stuffed up. I asked the flight attendant if i could get up to grab something out of my bag in the overhead carriage. She asked what I needed and if it could wait because she doesn't want to further delay the trip. I said I was getting Benadryl. She stated that if i waited that she would provide me with some herself. After about 20 minutes the plane actually began getting ready to move from our boarding position. Once we got in to the air i was forgotten about and could not get her attention. Eventually they began servicing drinks from the front of the plane. She ended up going to the back to grab something and I reminded her. She then gave me two Benadryl from a package. I asked for water and she stated I needed to wait until the cart got to me. The cart was still at the front of the plane. Then when drinks came, I asked for a water. I then took my Benadryl. Then shortly after the cart was servicing the seats behind me. Before they were done service I asked if i could get white wine. The attendant with a very rude tone of voice said "are you sure you want to drink that because you just took Benadryl. I stated, "yes I am fine, can I please get the wine". She then goes "well it's not really fine, its medication". Then served me the white wine. Once the attendant got to the back, she began very loudly talking about me saying how I shouldn't of asked her for wine and that she can't believe i would make her serve me after taking medication. About half hour later, the guy sitting behind me who i have never met or spoken to asked for another glass of wine. Nobody served him for quite some time. I then asked for wine and reminded them that he also requested some. At this time the guy began conversation with me stating he could also hear the attendant saying rude comments about me in the back. We wait another half hour to come around, with no luck. I then rang my call bell. The attendant comes over and leans over the seat, gets in my face and says "I will not serve you any more wine. You should not drink when taking medication. I make the rules." then walks away. The guy behind me is still not getting serviced after multiple attempts. He then goes to the back and speaks with the attendant. She says she is not serving him because she thinks we are together. This is a guy I have never met in my life prior to this incident. I felt so bad that because of me he was getting refused service. During the whole flight and while waiting on the platform they only served the flight the one round of drinks and came around once for snacks. The girl in the aisle across from me was trying to get their attention for the noodles she ordered when they brought drinks around but because they were ignoring our section due to not wanting to serve me drinks, it took her 45 minutes to get her food. I was never cautioned about privileges that would be taken away if the airline specifically gave me Benadryl instead of taking my own. I tried to get my own and was made to feel bad for it, while she loudly made it well known i could delay the flight more for all passengers. If the medication she was 'serving' me came with a caution I should of been informed of that. If the medication she is giving me is that extreme then she should not be aloud to provide it as a flight attendant. To add. During this whole delayed trip, the plane lights did not turn off once and it was a delayed night time flight. Also this whole situation with the medication invaded my privacy as now multiple people knew that I had taken medication. When that should of only been my business. Also, that she was openly talking about me to everyone around. Very unprofessional and has me very hesitant to book future flights with Air Canada. I would be happy to further discuss this with the appropriate person.

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