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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: August 09, 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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All you have to do is submit the application and wait for the compensation to be received

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

Lara Akoum

Technical problems

Nov 9, 2024
I had booked a ticket (MEA operated by Air Canada ticket number: 0762407838996, flight number: AC884, booking reference: P3ARBW, class: economy) for travel from Montreal to Geneva and then onwards from Geneva to Beirut. The original itinerary included a layover of 1 hour and 45 minutes. However, the flight from Montreal, scheduled to depart at 19:35, was delayed by almost 3 hours, causing me to miss my connection from Geneva to Beirut. Upon arrival in Geneva, I was not provided with an adequate or comfortable solution. The only available option was a rerouting through Turkish Airlines with 6 hours layover in Istanbul knowing that I had already an exhausting 11 hours flight (including the delay). For this reason and as per the Canadian Air Passenger Protection Regulations (APPR), I am entitled to compensation due to the delay exceeding 9 hours to my final destination.
Simon Dumoulin

Preferred seat, Toronto PIA

Nov 8, 2024
I always book Economy comfort because I have stage 4 cancer with metastasis in my lower back. 3 weeks ago, I came back from Edmonton to Toronto and I was given a seat that was so tight that I pinched my sciatic nerve. I know require powerful painkillers and wheelchair assistance to get to the gate. Today, I got stuck in a similar seat which is not even preferred, for which I paid an extra fee. I asked a steward to find me a better seat as this flight is not full. He said he would but he didn’t come back before takeoff. I then asked a stewardess for same and she gave me either a regular seat in the back or to get off the plane. I saw that there were many empty seats in business class so I offered to pay for the upgrade. She said it was impossible. I told he about my problem with the cancer and the sciatica nerve pinched but to no avail. It made me sick to my stomach hearing multiple times that safety for their passengers is their top priority. I hope I am not going to worsen my condition. I’m not done with Air Canada. They will hear from me again… I am on AC 163
Patricia Browning

Technical problems

Nov 7, 2024
We arrived at our final destination at about 1030 am on the 27th Sept (28 hrs late). The reasons given were the same as outlined in my husbands claim. The airline were unable to source a hotel for us to stay so we booked it ourselves and they have agreed to pay for it and refreshments. They would not pay our extension to the car park near LHR. (My husband has submitted this claim)
Christopher Browning

Technical problems

Nov 6, 2024
Within the pdf e mails you can see my reply to AC following their refusal to uphold my claim. In essence there was a message on the AC app notifying me of the delay around 11am that day. Following this there was conflicting information given to us on board. This intimated that a replacement plane and crew had to be found and was the reason for the delay. There was then a further announcement that a fault had been found on the plane and we had been refused permission to take off by ground engineers.
Eleanor Girard

Air Canada lost my luggage

Nov 4, 2024
I arrived at YVR and went immediately to carousel 6 with my husband to get our luggage. His came right aways. Mine never came. We waited until the end and went to baggage services and filed a claim
Preferred solution: Compensation
Loss: 2000 EUR
Sophie Kingwell-Meader

No reason given

Nov 3, 2024
We were told there was a problem with the incoming flight, were offered another connection but this did not arrive into our final destination until ~9.5hrs after our original scheduled arrival time. When compensation was originally sought due to the delay, Air Canada did not give a reason for the delay. Only after multiple support cases, phone calls, and being reminded they were legally obligated to do so, did Air Canada provide a reason for the delay, which was allegedly mandatory safety work. Given that this was only communicated after being reminded of their obligation to inform passengers, it does not seem genuine.

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