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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

Air Canada Complaints: Contact Number, Email and Form

Air Canada Complaints: Contact Number, Email and Form

Nicolle Harwood-Nash
Last Updated: July 12, 2024

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.

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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

Devjani Mukherjee

Technical problems

Jul 21, 2024
Missed my connecting flight because of flight delays at my airport of origin at Quebec. Wasn’t informed until we landed at Toronto. Was supposed to pick up my kids tonight and couldn’t so had to make alternate arrangements! This was a major inconvenience! Ended up paying a lot for dinner for which we were only compensated CAD 15 per person! Was carrying perishable cheese and food items in checked in bags which I have to toss now!
Sidharth Chandna

No reason given

Jul 20, 2024
Flight was supposed to fly from India to Munich then Munich to Toronto, I was informed around 7-8 hours early only that my flight got cancelled and scheduled for next day. I was having appointments accordingly that I had to cancel and I suffered due to that professionally and my time was wasted because of the same.
Sandra Kwaada Yaduma Emmanuel

Jul 19, 2024
I rescheduled a flight ticket that had been earlier booked for me and my 1-year-old son. Several times prior to the flight, I had called at least 4 times to verify that my booking had been completed without issues, including a night before the flight when I realized I was unable to check-in online. All the agents I spoke with affirmed that everything was good and I was only unable to check-in online because I needed to present some documentation first. I therefore rushed to the airport, arriving more than 3.5 hours before the flight time so as to check-in on time; I was unable to check-in or board as I was told that my baby had 'no ticket' even though he was included on the booking. All attempts to resolve this issue on time failed and after spending 3 fruitless hours trying to contact different Lufthansa agents on the phone, the flight departed by the time they could resolve it, the best they could do was book me on another flight 2 days later. It was such a horrible experience for me and my little baby.
Martin Davidek

Unknown

Jul 18, 2024
The flight was canceled twice. The first time Air Canada stated the issue was due to mechanical issues. I was then rebooked. That flight was subsequently cancelled and Air Canada stated the reason was due to ground activity issues
Cynthia Hutchins

Unknown

Jul 18, 2024
They claim the flight was delayed for maintenance and safety reasons, but they gave no proof if this.
Efua Aidoo

Problems at airport

Jul 18, 2024
Initially my flight was a direct flight from Vancouver to Paris with Air France on July 7, 2024 at 1:30pm but on July 6, I received an email confirming that my flight has been cancelled and rebooked with Air Canada on July 7 at 7:50am with a connecting flight to Montreal. When I arrived at Vancouver airport on July 7 for my flight to Montreal, it was announced around 6:50am that the flight has been delayed to 11:25am. Obviously that also affected my flight from Montreal to Paris. We they had to rebook another flight from Montreal to Paris. With my rescheduled flight reservation, I would have arrived in Paris before 8am however with the delays I ended up arriving in Paris past 10am. Also for the delayed flight from Vancouver to Montreal, I don't think a new boarding pass was provided

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