Air Canada complaints: comments, page 18
1,121 comments
Donna S
Verified | Sep 23, 2024
Vancouver-Toronto
Economy
Technical problems
Our first notification of delayed flight was as we arrived at airport in Vancouver for check in. Initially, delay was one hour. After boarding, passengers were advised that the pilots would be arriving soon from another flight (staffing issues). As we waited, with no quality air control and cabin increasing in heat, we were advised that there was a mechanical problem and technicians were working on right engine. We did not depart until three hours after initial booking time. Some passengers left to catch other flights. It was hot, stressful and frustrating. They attendants offered two rounds of water, no food. We arrived in Toronto after 3 am and had to wait further as issues with the luggage machines due to a broken belt and trapped luggage. We believe we are entitled to appropriate compensation from Air Canada due to this combination of errors, mismanagement and technical issues in their control Respectfully Submitted Donna and Jeff Sandford
- Vancouver-Toronto
- Economy
Isabel S
Verified | Sep 23, 2024Montreal-Brussels
Economy
We missed the connecting flight from Montreal to Brussels, due to a delay of the first flight from Calgary to Montreal. We were just on time at the gate, but access to the plane was denied, as our luggage was still in the first plane. Air Canada rebooked our flight to Lyon and then to Brussrls without our permission. We landed more than 4 hours later in Brussels, I could not go to work due to this delay. I was forced to take one day of holiday at my work due to the delay.
- Montreal-Brussels
- Economy
Qing Z
Verified | Sep 22, 2024Vancouver-Shanghai
Economy
I paid $200 to secure my seat but someone else got it
I paid $200 to secure my seat months prior the depart date but I was told I can't get it because safty issue. I accept the reason so I took another seat they gave me but I saw someone sat on my previous paid seat! If the excuse is the safety issue, then you should close that seat booking online and why someone else can sit there. It's not make sense at all.!!
- Vancouver-Shanghai
- Economy
Ali M
Verified | Sep 22, 2024Toronto-Valencia
Economy
Technical problems
My flight was specifically selected so that I could arrive in ZΓΌrich to meet a family member who I needed to see. I also missed a very crucial business meeting due to the delay of the arrival in Valencia which caused me issues with my job. The main reason for my stay in Valencia was to attend these meetings and I missed the most crucial one. On the new flight I was issued, I had an increased travel time, and had to queue over 4 hours at Lisbon airport. Also, due to the change of flight, I incurred additional issues with arranging transportation at a delayed time to Toronto Pearson. With the new flight, I was also given a different seat from which I had selected a window for the original fare. This whole change severely affected my travel.- Toronto-Valencia
- Economy
Robb B
Verified | Sep 21, 2024Toronto-Fredericton
Economy
Don't remember
The flight was delayed several times for Airline reasons, and there was a subsequent delay for weather reasons. The Airline reasons surpassed 3 hours of delays in the aggregate. I do not have receipts, but I had to pay for a taxi, and I missed my children's bedtime, which is the most significant consequence. I used 15,000 Aeroplan points to book this flight so that I could get home earlier in the day to help with my children's bedtime routine (two children under four years of age), and avoid putting this stressor on my partner. This was the only reason I went on this trip.- Toronto-Fredericton
- Economy
Oksana O
Verified | Sep 21, 2024Omaha-Ottawa
Economy
Air Canada ticketing issue.
Buying a flight with Air Canada won't guarantee you won't pay what has already been paid. I purchased flight OMA -> YOW with Air Canada; Class - Economy Flex. It allows 1st checked baggage for free. Therefore, because United Airlines operates this flight, I need to pay for 1st checked bag again. In my case, it's better to buy just Economy and pay for a bag with United. The question is why Air Canada allows to buy this ticket if I need to pay extra? Why they don't transfer my allowance of a free 1st bag to another airline partner? Or why they allow me to buy Flex if it's clear that I will pay for the 1st bag with United?- Omaha-Ottawa
- Economy
- Desired solution
David T
Verified | Sep 21, 2024Vancouver-Los Angeles
Economy
No reason given
Arrived at the airport 3 hours early for our 8:50 flight . First it was delayed til 915 , then it was delayed until 12:05 which is over 3 hours from our initial booking time . We had a ride lined up in California which could no long pick us up . Had to pay for $60 USD cab instead . No to mention wasting our day . Airline gave us a $15 food voucher which is a cup of yogurt at YVR. No good explanation was given outside of them not having sufficient flight staff- Vancouver-Los Angeles
- Economy
Antoni S
Verified | Sep 21, 2024San Francisco-Barcelona
Economy
Technical problems
My partner and I had a flight SanFrancisco-Toronto-Barcelona with Air Canada. Flight from San Francisco to Toronto was cancelled the same day of the flight (I got an email at 00.13h). New flight was 3 hours later from San Francisco to Frankfurt. We are not suposed to take that long flights.- San Francisco-Barcelona
- Economy
Dennis B
Verified | Sep 20, 2024Toronto-Barcelona
Economy
Arbitrary Seat seat change In Toronto
We had paid C$75 each to secure seats 34 f & g. In Toronto during our transit from Ottawa we were told we were now assigned 31 f & G. These were bulkhead seats immediate behind the lavatory. They thus offered no underseat storage for our carryon and caused disturbance throughout the overnight flight because of the continual flow of passengers using the lavatory. We were told the change was required because a passenger required easy access to a seat which was only available in row 34. What nonsense. There is no easier access than that offered by the bulkhead seat. Obviously someone didn't want to sit behind the lavatory.
- Toronto-Barcelona
- Economy
- Desired solution
Refund
Catherine Mathilde M
Verified | Sep 19, 2024Vancouver-Auckland
Economy
Gift card not applied to purchase of tickets
There was a problem with the Air Canada website and my gift card of $2,000 was not applied, The full amount was charged to my credit card. We phoned right away A/C but it said the office was closed. We think that there was a glitch in the system at that time because the office is opened 24 hours, We phoned the next morning and the solution was to cancel the flight and repurchase but the fares had gone up $500. We want to apply the gist card of $2,000 to the flights and get a credit on our credit card for the same amount.- Vancouver-Auckland
- Economy
- Desired solution
Expenses reimbursement
Rajinder S. D
Verified | Sep 19, 2024Venice-Toronto
Economy
AC817 Venice to Toronto
Paid for Premium Economy.......Received Economy. Paid $1077.64 difference for the Prem Economy. Downgraded to Economy. Deserve a full refund of $1,077.64 not a partial refund. Plus deserve compensation for the aggravation caused due to lack of comfort. I am a cancer patient, and purchased a prem economy seat, so that I can have washroom access easily. It was a very hard 9.5 hour flight for me.- Venice-Toronto
- Economy
Mary Lou R
Verified | Sep 19, 2024Toronto-Rome
Economy
Technical problems
When we were in Toronto and we were told the flight would be delayed, I asked an employee/steward twice whether or not I would be able to catch the connecting flight in Montreal going to Rome. They told me not to worry that someone would be at the Montreal Airport to tell me what to do and how to get on the connecting flight. No one was there to tell me anything and it was extremely stressful as I am a senior with back problems. I literally tried to run through the Airport and no one would help. IT WAS EXTREMELY STRESSFUL AND A TERRIBLE START TO MY TRIP AS I HAD TO GET TO ROME BY SUNDAY MORNING.- Toronto-Rome
- Economy
Jitendera K
Verified | Sep 19, 2024Sydney-Calgary
Economy
Regarding food on 14 hours flights they did not serve veg .
Hi i am a student from Sydney Australia As i mention my flight was in early morning and they did not have veg foods how it is possible ? 14 hours journey i did not have food even the crew they did not have basic manner how to treat with passenger .last time i flew with Emirates what was service they have provide . kindly trained the crew they should have basic manner Thank you- Sydney-Calgary
- Economy
Tom S
Verified | Sep 18, 2024Vancouver-Toronto
Economy
YVR Budget Rental via AC Website
The web site listed the cost of a Budget rental from August 12 through 26 as $2677.38. The generated agreement stated properly that the return would be August 26 by 13:00. These conditions were met. The amount charged to my credit card was $2899.89. Budget says it was for the "extra day" (August 26). So, the web information gave a misread on what was required of me to get the original price.- Vancouver-Toronto
- Economy
Tadeusz S
Verified | Sep 18, 2024Edmonton-Copenhagen
Economy
Don't remember
Flight was scheduled to depart at 21:15 but, due to maintenance, was rescheduled to 00:30 the next day which caused delay exceeding 3 hours- Edmonton-Copenhagen
- Economy
Abhishekh S
Verified | Sep 18, 2024Toronto-Zurich
Economy
Technical problems
My flight got cancelled on August 20 because of the some technical issues. They tried to arrange an alternative flight but they couldn't able to do it on time. Then they booked an another flight on August 21, 2024. I reached Zurich on August 22, 2024 at 6.10am after a delay of about 24 hours.- Toronto-Zurich
- Economy
Efat G
Verified | Sep 18, 2024Toronto-Tehran
Economy
Problems at airport
Dear Austrian airlines Customer Service, I am writingΒ to formally express my dissatisfactionΒ with the experience my mother [ Efat Ghaffari ] #had during her recent trip from Canada to Iran via Vienna. She was travelling on Air Canada on September 12th from Pearson airport, with a scheduled layover in Vienna before continuing to Iran. here is a summary of the issues she encountered: 1-Delayed Departure from Canada: The initial flight from Canada was delayed by 2 hours, causing furtherΒ stress.2- Significant Delay in Vienna after changing from 6 hours layover to 11 hours with a short notice: after having 11 hours of layover and onboarding to plane , they were informed that their flight to Iran could not proceed due to security reasons, and they were asked to leave the airport after 2-3 hours.3- Inadequate Accommodations: after being asked to leave the airport, they had to walk in cold and stormy weather for about five to six minutes to reach a hotel. as elderly passenger, without adequate clothing for the weather, this caused significant discomfort.4- long wait for the next flight: the very next day, on Sep 14th, 2024, she was asked to get back to the airport early in the morning around 6:00 am. She got a ticket to fly to Dubai at 22:40 with a booking code: M3JT8E and ticket number: 257-2164950210 flight number: EK126.5- Long Layover in Dubai: after eventually flying to Dubai, she was subjected to a further nine-hour layover, increasing their overall travel time. It was very cold there and caused multiple problems with her due to having insufficient and inadequateΒ clothing.6- Lost Luggage: Upon arrival in Iran, she was informed after 2 hours that her luggage had not arrived with her. She only received her luggage on September 17th, several days later. She had her medication in her luggage which also caused a severeΒ problem as all her medications were by prescription.7- Health Impact: due to the long delays, having no accomodation to sleep enough, exposure to cold weather, and the overall stressful experience, she fell ill with severe cold upon her return to Iran. She required medical attention and was confined to bed, greatly affecting her well-being.She was not able to get back to work due to health issues. In summary, it was a maximum 24 hour trip and she was on the way for more than 3 days. As her daughter, someone deeply concerned about her well-being, I took extra care to ensure her comfort during this long journey. I even arranged for access to the business lounge during her 11 hour layover in Vienna so that she could rest. However, despite my efforts, the experience was so distressing that she faced significant issues and hardship during the trip. Given the extent of the delays, the lack of proper care during the layovers, and the impact on her health, according to EC regulation 261/2004, Article 7, passengers are entitled to compensation for flight delays exceeding 3 hours. As her flights experienced significant delays and they were not able to board due to mismanagement of the route approval, I request the corresponding compensation for the inconvenience and hardship she endured. In addition, I would appreciate compensation for the delayed luggage and the health issues caused by this ordeal. Please note that her compensation should be issued to me in Canada as I paid all her expenses, moreover, as payments cannot be processed in Iran. I look forward to your prompt response and resolution to this matter. Thank you for your attention to this issue. attached please find passenger passport, flight tickets and boarding passes. Sincerely, Farhood Saatchi- Toronto-Tehran
- Economy
Narges K
Verified | Sep 18, 2024Toronto-Tehran
Economy
Problems at airport
Dear Austrian airlines Customer Service, I am writingΒ to formally express my dissatisfactionΒ with the experience my mother had during her recent trip from Canada to Iran via Vienna. She was travelling on Air Canada on September 12th from Pearson airport, with a scheduled layover in Vienna before continuing to Iran. here is a summary of the issues she encountered: 1-Delayed Departure from Canada: The initial flight from Canada was delayed by 2 hours, causing furtherΒ stress.2- Significant Delay in Vienna after changing from 6 hours layover to 11 hours with a short notice: after having 11 hours of layover and onboarding to plane , they were informed that their flight to Iran could not proceed due to security reasons, and they were asked to leave the airport after 2-3 hours.3- Inadequate Accommodations: after being asked to leave the airport, they had to walk in cold and stormy weather for about five to six minutes to reach a hotel. as elderly passenger, without adequate clothing for the weather, this caused significant discomfort.4- long wait for the next flight: the very next day, on Sep 14th, 2024, she was asked to get back to the airport early in the morning around 6:00 am. She got a ticket to fly to Dubai at 22:40 with a booking code: M3JT8E and ticket number: 257-2164950211 flight number: EK126.5- Long Layover in Dubai: after eventually flying to Dubai, she was subjected to a further nine-hour layover, increasing their overall travel time. It was very cold there and caused multiple problems with her due to having insufficient and inadequateΒ clothing.6- Lost Luggage: Upon arrival in Iran, she was informed after 2 hours that her luggage had not arrived with her. She only received her luggage on September 17th, several days later. She had her medication in her luggage which also caused a severeΒ problem as all her medications were by prescription.7- Health Impact: due to the long delays, having no accomodation to sleep enough, exposure to cold weather, and the overall stressful experience, she fell ill with severe cold upon her return to Iran. She required medical attention and was confined to bed, greatly affecting her well-being.She was not able to get back to work due to health issues. In summary, it was a maximum 24 hour trip and she was on the way for more than 3 days. As her daughter, someone deeply concerned about her well-being, I took extra care to ensure her comfort during this long journey. I even arranged for access to the business lounge during her 11 hour layover in Vienna so that she could rest. However, despite my efforts, the experience was so distressing that she faced significant issues and hardship during the trip. Given the extent of the delays, the lack of proper care during the layovers, and the impact on her health, according to EC regulation 261/2004, Article 7, passengers are entitled to compensation for flight delays exceeding 3 hours. As her flights experienced significant delays and they were not able to board due to mismanagement of the route approval, I request the corresponding compensation for the inconvenience and hardship she endured. In addition, I would appreciate compensation for the delayed luggage and the health issues caused by this ordeal. Please note that her compensation should be issued to me in Canada as I paid all her expenses, moreover, as payments cannot be processed in Iran. I look forward to your prompt response and resolution to this matter. Thank you for your attention to this issue. attached please find passenger passport, flight tickets and boarding passes. Sincerely,Sara Mazloumi- Toronto-Tehran
- Economy
Vidyawatee S
Verified | Sep 18, 2024Toronto-Orlando
Economy
My flight was delayed for 3 hours and I had no money to buy any food.i also have a medical problem and I had noting to eat and drink
- Toronto-Orlando
- Economy
Doug D
Verified | Sep 17, 2024Keflavik-Vancouver
Economy
Gate Manager unprofessionalism. Flight delay / re-booking
On August 31, my girlfriend and I travelled from Iceland to Vancouver. Scheduled 2.5 layover in MTL. The flight out of Iceland was delayed by 35 minutes. While en route form Iceland to MTL, Air Canada re-booked us with a much later flight from MTL to YVR (7 hour layover now). Due to travelling I did not see the emails about the re-booking. We managed to clear customs and make it to the gate for our original connecting flight before it began boarding. The very rude female Air Canada employee advised that our seats had been given to Air Canada employees, and she directed us to the customer support booth without providing reason for our seats being re-allocated, and that she couldn't do anything for us. The customer service worker was pleasant and advised us that the gate worker could absolutely do something, and to go back and ask for the gate supervisor / manager. I need to preface this complaint, that I am a Sergeant with over 20 years of policing experience in a major Canadian city. I always remain calm in confrontational situations. At no time in what I am about to describe did I raise my voice, utter any curse words, or act in anything but a frustrated yet calm manner. The manager attended after the gate had closed and the plane was departing. He was immediately confrontational and argumentative. He refused to identify himself and actually flipped his ID card around and covered it with his hand. I managed to see his name as "Gerant", however I could not get his ID number. He flat out refused to assist us in anyway, and only advised that our seats were given to AC employees as we would have likely missed the connection. He then changed his explanation that there was no way our bags would of made the flight, therefore AC had to change our flight. I continually asked him to provide his name for this complaint, however he refused. I took a picture of him, which enraged him to the point of attempting to grab my phone, I had to dodge out of the way. He and the other gate workers then threatened to sue us if I shared the picture on any social media site (I have not...yet). Due to me taking the picture, he refused to speak with us any longer and called security. I sat down and waited for security, however they did not come. I can provide his photo if needed. We went back to the customer service desk and spoke with the supervisor there: "Patrizio" . He was understanding, helpful and explained that there was no reason why the manager shouldn't ID himself, and explained that the issue had to due with our bags not clearing customs before we boarded. He went on to give airport vouchers. In the end we were delayed in Montreal for almost 6 hours and I am seeking financial compensation for that delay. However my biggest issue is with "Gerant's" behavior. Had he touched me or my phone after I took that picture I absolutely would have pressed charges. He was hostile from the get go, and is a very poor representation of your company. Furthermore, my GF and i were not seated together on the re-scheduled flight later that night, even though there were an abundance of empty pairs of seats. The same female gate worker was at this new gate, and would not even engage or look at us in order to help us sit together. I would like to speak in person to the Director of the Air Canada Montreal Airport team. I am extremely concerned about Gerant's behavior, especially surrounding the physical safety of your customers. Of note, there was another female customer that was in the same situation as us, and witnessed the entire event. I failed to get her name, however remember that her final destination was Prince George, BC. I'm sure I could find her on social media without much issue if needbe. I am an Aeroplan member, with the Air Canada AMEX black card. It comes up for renewal in a month. Depending on how AC reacts to this message will determine whether I remain an AC customer.- Keflavik-Vancouver
- Economy
- Desired solution
Apology / Voucher
Urszula H
Verified | Sep 17, 2024Toronto-Copenhagen
Economy
Don't remember
the flight was scheduled to depart at 21.15. It was boarded and everyone was deplaned due to aircraft maintenance/technical issue. The departure time was rescheduled to 00:30 the following day- Toronto-Copenhagen
- Economy
Amir D
Verified | Sep 17, 2024Miami-Copenhagen
Economy
No reason given
Hello, my flight from Miami to Montreal was delayed by several hours, which meant that I would miss my connecting flight from Montreal to Copenhagen. I had to spend 2 hours on hold with Air Canada (see my phone bill) at a cost of 2700 SEK to find a solution. Eventually, Air Canada managed to rebook me on a flight from Miami to Frankfurt and then to Gothenburg (Miami - Frankfurt with LH463 departure 16:40 on sunday the 18th of august, arrival in Frankfurt 07:50 on monday the 19th of august, and departure from Frankfurt to Gothenburg with LH816 12:25 on the same day with arrival in Gothenburg at 14:00 the same day). I was a total of 6 hours delayed. I was supposed to arrive in Copenhagen at 07:50 but instead arrived in Gothenburg at 14:00. I contacted Air Canada myself, but the only response I received, which I have attached for you, was that I was only refunded for the seat reservation (52.70 CAD). I have not received any explanation as to why I am not eligible for further compensation.- Miami-Copenhagen
- Economy
Joost K
Verified | Sep 16, 2024Toronto-New York
Economy
Weather conditions
Waiting for boarding, our family of 5 was not given any information until some other passenger said the flight was cancelled. After asking a Canadian Airways associate it was said that due to weather conditions the flight was cancelled. This is untrue. Weather was fine, as the weather reports show for June 30. Other airline companies were flying to JFK normally. We had to head back to Toronto, have dinner and we've taken the overnight bus to New York. We were not able to stay in the rented apartment in New York that night- Toronto-New York
- Economy
Frances M
Verified | Sep 15, 2024Halifax-Regina
Economy
No reason given
When we left toronto the plane had an issue with pressure in an oxygen bottle and returned to Torontothis was a maintenance issue which was entirely under their control before leaving the airport . They delayed landing to burn excess fuel . They then delayed the aircraft again while the pilot went out and had to count the bags as there were no air canada staff to help at the time this was totally within their control due to lack of staffing and scheduling. We arrived at 2:45 pm. The airline unloaded passengers in an overflow area with no access to wifi , water or snacks. And i missed my ride home because we were four hours late- Halifax-Regina
- Economy
Frances M
Verified | Sep 15, 2024Halifax-Regina
Economy
No reason given
Pilots were late leaving their first destination and left halifax late. Was unable to make connecting flight because pilots timed out. Arrived in YYZ too late to make connecting flight arriving 12 hours late after my ride left 60 miles away to pick me up the day before causing me to take taxi. Entire situation was within the airlines control and not required for safety. COMPENSATION SHOULD BE AS PER APPR 19(1)(a)(i plane arrived sept 21 π§πͺa 9:45airline never answeed any of my emails and sent one of their standard excuses the last time i used the flight compensation elegibility and wouldnt let me apply as it wouldnnt open the submit button on the web site. The airline provided overnight accomodation.- Halifax-Regina
- Economy
Michael A
Verified | Sep 14, 2024Toronto-Las Vegas
Economy
toronto pearson
my partner put his carryon luggage in the measure cage near the gate and it fit. before boarding an air canada representative declared the bag was too large and it was a full flight and it would need to be checked. I brought my bag and we were some of the last people to board and there was an entire overhead bin that was empty - there were also empty seats beside us - so there was more than ample room to accomodate. the plane then sat for almost an hour and finally it was announced there was a delay due to finding luggage from passengers who checked bags but didn't board. when we arrived to vegas we waited for quite some time at the carousel and his bag never arrived. we then went to report it and waited with others for some time until the air canada reps investigated. finally they found it on a totally different carousel. I've traveled worldwide with my partner and he's never had an issue bringing his carryon luggage with him - with the exception of local flights on small planes where there is a fee. this was a very frustrating and unprofessional experience and I doubt if I'll fly air canada in the future.- Toronto-Las Vegas
- Economy
- Desired solution
Adonay M
Verified | Sep 13, 2024Calgary-London
Economy
Problems at airport
Dear Air Canada, I am a mother with 3 kids. This delay made our whole trip was stressful. Once we checked in, picked the seat on my son's phone and got ready to go, we didn't have any need to check emails. This flight was in the middle of the night so we got our bags ready and were ready to leave straight way. We took a taxi to go to the airport at 2 hours before our flight just for it to say it was cancelled. We planned to meet a cousin in Montreal just for it to be changed to Amsterdam. We then took a taxi back and we all couldn't go back to sleep. We then took back to the airport to be on a different flight than I paid for with less comfort and seats completely changed. Then on top off all of that my Samsung s24 phone was lost in Calgary only when after we landed in Amsterdam. I called the lost and found agency paid my money and still haven't found it even though it shows on my find my phone app it was there. After all of this you tell me I don't receive a compensation. I paid a lot of money for this flight with the thought that air Canada would offer a peaceful and relaxing trip just for it to completely go to waste. I do reason with myself to say you would offer compensation for these kind of things so I waited just for you guys to say no.- Calgary-London
- Economy
Jimena A
Verified | Sep 12, 2024Bogota-Copenhagen
Economy
First leg Bogota to Toronto was delayed from 9:00am originally to 10:00am originally then delayed further to 11:20am. They did an unexpected stop in Kingston Jamaica to refuel which lasted over two hours which meant I didnβt make my connection (Toronto to Copenhagen). They instead rebooked me to Manchester where I had a 7 hour + layover and arrived in Copenhagen 12 hours later than expected. My bag was also lost in transit and returned 3 days later meaning I didnβt have any of my belongings.
- Bogota-Copenhagen
- Economy
Caroline M
Verified | Sep 12, 2024Los Angeles-Stockholm
Economy
Technical problems
In the morning I woke up 5:30am to go to the airport as I had already check in for my flights the evening before. I had an email when I woke up from during the night that my flight was canceled which then made me miss my connection too. Due to this I was delayed to my work meetings in Stockholm the next day by 9 hours with an arrival of 17.00 instead of 08.00. This affected my whole trip and I had to stay in LA for a whole other day till late afternoon inquiring extra cost for food and hotel. The airline did not rebook me right away and took no care to help me. Overall this made me lose a whole day in Stockholm for poetical business meetings.- Los Angeles-Stockholm
- Economy
Ellen S
Verified | Sep 11, 2024Washington-Vancouver
Economy
Air Canada, My party of 4 flew with you from Dulles to Vancouver on Friday, August 23. Before the trip I ran off all of your requirements for on board luggage. I found my carry on was 1 inch too high. So I bought new carry ons for my husband and myself which specifically stated for international travel. Also read all reviews where I was assured that these bags passed international travel guidelines. None of the customers had any problem. Arriving at the airport, checked in our bags and each of the 4 of us placed our carry on bags in the bins at the station, reassuring ourselves that they all fit. Arriving at the gate, 3 of us went to the restroom leaving my husband standing with all our luggage, The female employee at the desk came over to him and took our 4 carry on bags saying they were too bulky. She refused to wait until we returned or show him how they were βtoo bulkyβ for the bins. This rude lady was real happy(not) when I needed my medication out of the bag she had already sent away and my nephew, his passport. She didnβt bother to mention that we would be getting a $30 charge for each of us. We probably would not have said anything if it were not for 2 situations. 1) There were many with carry on luggage a LOT larger than ours. We felt we had been railroaded by someone who obviously hates her job. Knowing that she did not have enough room for everyoneβs luggage she would just pounce on this man standing alone and get rid of 4 pieces. She should have waited for us to return (plenty of time), demonstrated how they did not fit in the bins [which would have been impossible) and then informed us of the charge. She saw an opportunity to make her job easier at our expense, 2) The treatment and professionalism we received from Delta on our return trip! This was our first time flying with Air Canada and our last. It Is a shame that one grumpy employee can ruin it for an entire company! Ellen Seaman
- Washington-Vancouver
- Economy
Taiyeba Binte T
Verified | Sep 11, 2024Montreal-Moncton
Economy
Don't remember
Due to a flight delay from Turkey to Montreal via Turkish Airlines TK0035 DT. 14.08.2024, we did not reach on time at YUL. As you know we are three people including our three years old baby. We tried hard to collect our luggage and catch our next connecting flight but the time was limited. As a result, Air Canada was boarded before we reached -ed at Air Canada officials but they told us to talk to Turkish Airlines. Then we spoke to Turkish Airlines officials at YUL and they told us that there were no flights at night, after an hour they arranged a hotel room for us and we were sent to a hotel that night in Montreal, Canada. Finally, they booked tickets for us for the following day, and we had to be boarded on 15 Aug 2024 at 13:00. My husband's cousin landed at YQM on 14 Aug 2024 in the evening via Emirates. We booked an Airbnb together at Moncton. So, that night my cousin had to stay alone in Moncton where we had to stay in Montreal. So, we had to face a long hectic day and we felt so insecure and uncomfortable due to our delay in IST. Because we had a long flight from Bangladesh and it was a new city where we didn't know anybody in Montreal. Thank you for your patience. TAIYEBA BINTE TAHER Moncton, NB 119 Cameron Street, Apartment no. 405 Mobile: 5066882588- Montreal-Moncton
- Economy
Md Mahafujul I
Verified | Sep 11, 2024Montreal-Moncton
Economy
Don't remember
Due to a flight delay from Turkey to Montreal via Turkish Airlines TK0035 DT. 14.08.2024, we did not reach on time at YUL. As you know we are three people including our three years old baby. We tried hard to collect our luggage and catch our next connecting flight but the time was limited. As a result, Air Canada was boarded before we reach -ed at Air Canada officials but they told us to talk to Turkish Airlines. Then we spoke to Turkish Airlines officials at YUL and they told us that there were no flights at night, after an hour they arranged a hotel room for us and we were sent to a hotel that night in Montreal, Canada. Finally, they booked tickets for us for the following day, and we had to be boarded on 15 Aug 2024 at 13:00. My cousin landed at YQM on 14 Aug 2024 in the evening via Emirates. We booked an Airbnb together at Moncton. So, that night my cousin had to stay alone in Moncton where we had to stay in Montreal. So, we had to face a long hectic day and we felt so insecure and uncomfortable due to our delay in IST. Because we had a long flight from Bangladesh and it was a new city where we didn't know anybody in Montreal. Thank you for your patience. MD MAHAFUJUL ISLAM Moncton, NB 119 Cameron Street, Apartment no. 405 Mobile: 506-871-1080- Montreal-Moncton
- Economy
Zoe B
Verified | Sep 10, 2024Dublin-Montreal
Economy
Technical problems
Delayed 2 hours and then cancelled when i arrived to Airport @ 630am. I was travelling alone and was un-sure what flight i was to het again. Very upsetting what had happened. I eventually got a flight to London, then to montreal. 5-6 HOURS Behind schedule. I missed viewing of apartments due to this and had to pay more hotel fees- Dublin-Montreal
- Economy
Daniel P
Verified | Sep 10, 2024San Jose-Montreal
Economy
No reason given
Dear Air Canada Customer Service Team, I am writing to formally lodge a complaint regarding a series of issues that occurred during my (Sara Pinto Correia) and my husband (Daniel Duarte Pedro) recent trip with Air Canada. I would like to detail these problems in the hopes that they will be thoroughly reviewed and a satisfactory resolution will be provided. On the 28th of August 2024, during my flight from Costa Rica to Canada (flight number: AC958), we were kept on board the aircraft for three hours before the flight was canceled, without any access to water or food. This situation is unacceptable and caused significant discomfort to everyone on board. After two hours on board, passengers were given the option to disembark. However, five minutes later, it was announced that those who chose to leave would do so at their own risk, meaning no assistance would be provided for rebooking flights, arranging accommodation, or providing meals. Additionally, anyone who disembarked would not be allowed to reboard the aircraft. After another hour, following numerous complaints from passengers, disembarkation was permitted, but only with a $12 meal voucher, which is insufficient for a proper meal in Costa Rica, especially at an airport. The flight was initially delayed, allegedly due to strong winds, although no significant wind was observed and other plain were departing. After eight hours, the flight was definitively canceled to allow the crew to rest, and it was rescheduled for the same time the following day. After the cancellation was announced, many passengers approached the Air Canada staff to seek alternative flight arrangements, but by the time it was our turn, no one was able to assist us. We were told that our seats for the flight the next day were not yet confirmed, and we were advised to go to the hotel and wait to see if we would be able to board the following day's flight. We insisted that we would not leave until the situation was resolved. Two hours later, after receiving an email confirming our seats for the next day's flight, we attempted to find other solutions but were unsuccessful. Passengers who were assisted first by the Air Canada staff were accommodated in hotels near the airport. Since we were among the last to be helped, not only were no immediate flight alternatives provided, but we were also assigned to a hotel far from the airport, which included dinner but not breakfast. The next day, on the rescheduled flight, we were informed during the last two hours of the flight that restroom use was restricted to emergencies only, causing significant discomfort to all passengers on board. When checking in for the flight from Costa Rica to Canada, we confirmed several times that the check-in for our connecting flight from Canada to Lisbon was completed. We were told that the boarding passes would be available at the Air Canada counter in Canada. However, upon arrival in Canada, the staff there were unable to provide us with the boarding passes and directed us to the TAP Air Portugal counter, stating they could not assist us any further. To reach the TAP counter, we had to exit the connections area, which required going through the entire security process again to reach the departure gates. When we attempted to check in with TAP via mobile, an error occurred, indicating that we could not access our tickets because there were unpaid items (baggage fees). This clearly showed that Air Canada had not transferred our baggage to TAP, despite multiple confirmations from the Air Canada representative that everything was in order. After three hours in Canada, we finally resolved the issue with TAP. Fortunately, we had a six-hour layover, otherwise, we would have missed our flight due to this baggage problem. In Canada, Air Canada does not have a customer service desk. We were given a customer support phone number, but after 1.5 hours on hold, we received no response. Upon arriving in Lisbon, we discovered that one of our bags had not arrived, as it was left behind in Canada with all of our belongings. The next day, the bag was delivered, but it was damaged. We would like to know who is responsible for the damage to a new Samsonite suitcase. We received an email offering compensation of 200 CAD, which was later corrected to 300 CAD, to be used for future bookings with Air Canada. We are not satisfied with this offer, as the amount is insufficient and is limited to vouchers for use only with Air Canada. We would prefer to have the option of a different form of compensation, not restricted to vouchers from your airline. Given the severity of the inconveniences we experienced, we expect a satisfactory response. If not, we will take the necessary steps to seek an appropriate resolution. Sincerely, Sara Pinto Correia and Daniel Duarte Pedro Flight Number: AC958 Booking reference: 3AD6BL Date of Incident: 28/08/2024 Contact Information: sara_correia95@hotmail.comor danieldpedro@gmail.com- San Jose-Montreal
- Economy
Sara C
Verified | Sep 10, 2024San Jose-Montreal
Economy
No reason given
We tried to sent this email but there is no place to send it: Dear Air Canada Customer Service Team, I am writing to formally lodge a complaint regarding a series of issues that occurred during my (Sara Pinto Correia) and my husband (Daniel Duarte Pedro) recent trip with Air Canada. I would like to detail these problems in the hopes that they will be thoroughly reviewed and a satisfactory resolution will be provided. On the 28th of August 2024, during my flight from Costa Rica to Canada (flight number: AC958), we were kept on board the aircraft for three hours before the flight was canceled, without any access to water or food. This situation is unacceptable and caused significant discomfort to everyone on board. After two hours on board, passengers were given the option to disembark. However, five minutes later, it was announced that those who chose to leave would do so at their own risk, meaning no assistance would be provided for rebooking flights, arranging accommodation, or providing meals. Additionally, anyone who disembarked would not be allowed to reboard the aircraft. After another hour, following numerous complaints from passengers, disembarkation was permitted, but only with a $12 meal voucher, which is insufficient for a proper meal in Costa Rica, especially at an airport. The flight was initially delayed, allegedly due to strong winds, although no significant wind was observed (and other planes were departing). After eight hours, the flight was definitively canceled to allow the crew to rest, and it was rescheduled for the same time the following day. After the cancellation was announced, many passengers approached the Air Canada staff to seek alternative flight arrangements, but by the time it was our turn, no one was able to assist us. We were told that our seats for the flight the next day were not yet confirmed, and we were advised to go to the hotel and wait to see if we would be able to board the following day's flight. We insisted that we would not leave until the situation was resolved. Two hours later, after receiving an email confirming our seats for the next day's flight, we attempted to find other solutions but were unsuccessful. Passengers who were assisted first by the Air Canada staff were accommodated in hotels near the airport. Since we were among the last to be helped, not only were no immediate flight alternatives provided, but we were also assigned to a hotel far from the airport, which included dinner but not breakfast. The next day, on the rescheduled flight, we were informed during the last two hours of the flight that restroom use was restricted to emergencies only, causing significant discomfort to all passengers on board. When checking in for the flight from Costa Rica to Canada, we confirmed several times that the check-in for our connecting flight from Canada to Lisbon was completed. We were told that the boarding passes would be available at the Air Canada counter in Canada. However, upon arrival in Canada, the staff there were unable to provide us with the boarding passes and directed us to the TAP Air Portugal counter, stating they could not assist us any further. To reach the TAP counter, we had to exit the connections area, which required going through the entire security process again to reach the departure gates. When we attempted to check in with TAP via mobile, an error occurred, indicating that we could not access our tickets because there were unpaid items (baggage fees). This clearly showed that Air Canada had not transferred our baggage to TAP, despite multiple confirmations from the Air Canada representative that everything was in order. After three hours in Canada, we finally resolved the issue with TAP. Fortunately, we had a six-hour layover, otherwise, we would have missed our flight due to this baggage problem. In Canada, Air Canada does not have a customer service desk. We were given a customer support phone number, but after 1.5 hours on hold, we received no response. Upon arriving in Lisbon, we discovered that one of our bags had not arrived, as it was left behind in Canada with all of our belongings. The next day, the bag was delivered, but it was damaged. We would like to know who is responsible for the damage to a new Samsonite suitcase. We received an email offering compensation of 200 CAD, which was later corrected to 300 CAD, to be used for future bookings with Air Canada. We are not satisfied with this offer, as the amount is insufficient and is limited to vouchers for use only with Air Canada. We would prefer to have the option of a different form of compensation, not restricted to vouchers from your airline. Given the severity of the inconveniences we experienced, we expect a satisfactory response. If not, we will take the necessary steps to seek an appropriate resolution. Sincerely, Sara Pinto Correia and Daniel Duarte Pedro Flight Number: AC958 Booking reference: 3AD6BL Date of Incident: 28/08/2024 Contact Information: sara_correia95@hotmail.com or danieldpedro@gmail.com- San Jose-Montreal
- Economy
Cindy Meg C
Verified | Sep 9, 2024Brisbane-Halifax
Economy
No reason given
Booked direct flight to Halifax as first time travel. Had connecting flight with 2 hour window. Airline advised first flight would be delayed 2 hrs therefore missing connecting flight booked by airline. Next connecting flight was 10 hours wait. Decided health would be affected by waiting in airport due to diabetes so booked the closest accommodation which cost $280 Australian and I had a none refundable accommodation at Halifax at 280 per night. Luggage was booked to go to Halifax and airline said that it was going and could not be stopped they could not tell me where the luggage would be held so I spent 2 hours waiting to have luggage retrieved so it wouldnβt arrive before me. They were quite rude about getting my luggage. I booked for the same flight the next day as it was a direct flight. Other flights offered had 2 to 3 stop over and arrived Halifax at midnight. I was booked to arrive at Halifax at 6 pm 19 Aug Halifax time. I arrived 6 pm 20 Aug and missed a day of my itinerary the pilot told us as we left on delayed flight at 12:45 that they had a shortage of pilots due to family emergency. I was advised the morning of flight but there was no explanation about missing connections so I rebooked connecting flight. I was expected to wait 10 hours at Vancouver airport and arrive at Halifax at midnight. This was my first flight internationally for 26 years due to health and caring responsibilities. A trip of a lifetime was shattered and a full day of itinerary was lost. Accomodation at Halifax was paid and non refundable. I had to get a 70 taxi ride to accommodation where it was going to cost $5 on bus to Halifax. If I arrived at midnight it would have been another 70 taxi ride. The actual travel in plane was beautiful however when I reported my luggage was going to Halifax they were unable to do anything so had the worry that my luggage would go to Halifax as it said on my boarding pass. When I was checked in they missed that my luggage was going a head of me.- Brisbane-Halifax
- Economy
Rick D
Verified | Sep 7, 2024Montreal-Amsterdam
Economy
No reason given
Claim filed with AC, denied, claimed beyond their control, with no reasons or causes for the cancelation. I was rerouted via GVA, and arrived 5 hours late at AMS. I received notice when I turned my phone back on upon arrival at YUL. The reroute to GVA barely gave me enough time to get to the gate, made especially difficult because no new boarding pass was provided, which is necessary to get through security into the international departures area. I had to show security the text messages from AC to convince them to allow me past. Very stressful, and absolutely no assistance from AC, other than the reroute, which was likely done by a bot. Other than the added stress and 5 hour late arrival, there was no major inconvenience. I didn't miss any scheduled events, or spend/lose any money.- Montreal-Amsterdam
- Economy
Alberta A
Verified | Sep 7, 2024Boston-Toronto
Economy
Don't remember
We were told at the airport and in the plane that the delay was due to an aircraft fault and there was a delay getting engineers on site. Our trip was for two nights and this delay made us cancel our entire plans for that day- Boston-Toronto
- Economy
Ying G
Verified | Sep 6, 2024Ottawa-Shanghai
Economy
Technical problems
The airline reject my compensation case saying that it is because of a safety issue. However, when the flight is delayed, the reason they emailed us is "This flight is delayed because a mechanical issue on an earlier flight caused the scheduled aircraft to arrive late". Obviously it is not a safety issue, it is a bad arrangement of flight schedule!- Ottawa-Shanghai
- Economy
Jinny M
Verified | Sep 6, 2024Toronto-Kuwait
Economy
Due to the delay of the Air Canada flight, I missed the subsequent connection from London. Further upon receiving another flight via Etihad,which again was late, made me miss my connection to Kuwait from Abu Dhabi. In total I reached my destination 12 hrs late.
- Toronto-Kuwait
- Economy
Kelvin C
Verified | Sep 5, 2024Vancouver-Toronto
Economy
No reason given
was on 112 on 27th june checked in online but it came up as 114 so called office from hotel in vancouver and they said 112 cancelled I should have been informed so checked in for 114 then e mail came 114 cancelled now on 116 so checked in for 116 only then to be told it was delayed do instead of landing in Toronto at 19.21 we landed in Toronto at 23.30- Vancouver-Toronto
- Economy
Gaye C
Verified | Sep 5, 2024Vancouver-Toronto
Economy
No reason given
they say under eu regulations not entitled to any thing even though we ehere on 112 they cancelled it without notice put us on 114 cancelled it and put us on 116- Vancouver-Toronto
- Economy
Jino George M
Verified | Sep 4, 2024Toronto-Kuwait
Economy
Since the first flight from Toronto was late, we missed our connection flight to Kuwait. On reaching the Air Canada desk in another terminal in London airport we were issued tickets to Kuwait on Etihad Airways with another connection in Abu Dhabi. The Etihad flight from London was further delayed which led to missing our connection from Abu Dhabi to Kuwait. We reached Kuwait 12 hours late & hence I couldn't join for duty that day. We were supposed to have reached Kuwait the previous night.
- Toronto-Kuwait
- Economy
Jackson B
Verified | Sep 4, 2024Toronto-London
Economy
Technical problems
Did not provide accommodation, told me to βfind a comfy benchβ and I ended up wandering Toronto till 3am when someone finally picked up and I had somewhere to stay.- Toronto-London
- Economy
Archea A
Verified | Sep 4, 2024Toronto-Las Vegas
Economy
It was Friday evening, my family and I checked in early. We have our boarding pass printed. At around 6pm there was an announcement that the flight was delayed. Then about 8pm they started to call for boarding. When we're at the gate the staff scanned our boarding pass and then we were told that we have NO SEAT! I was confused because in our boarding pass there's a seat number. After the boarding was done I noticed 12 of us all Filipinos didn't get on board. So we had discussions between us and the Air Canada staff. The manager is trying to negotiate on us. Then they contacted the police and airport security. Citing "that there's an altercation " that were uncooperative. We end up just accepting it because we were very exhausted already. During that evening the airline is aware that my family and I will be filing a complaint. They encouraged us to do so, according to that manager he noted it in our file. Although he was respectful to us but the way these 2 policemen approached us and the manner on how they spoke with us was unprofessional. Those cops should've have been the peacemaker and protecting the vulnerable ones but they're more for the Air Canada than to the passengers by the way they handle the situation. And according to the manager the reason why we got denied on board because we bought the "cheapest flight". Also we feel very discriminated because all of us 12 Filipinos were not able to board the flight. The airline did rebooked us the following flight (although 3 out of 12 had issues again boarding) got us a hotel , meal voucher and transportation. We were not supposed to accept these but we had no choice at that time. We appreciate what the airline did, however , the way they handled the situation was very unethical, degrading, and discriminatory. Those 2 officers should also be under disciplinary action.
- Toronto-Las Vegas
- Economy
Adam S
Verified | Sep 3, 2024Vancouver-Toronto
Economy
Technical problems
The airline denied my claim for compensation saying that the cancellation was due to mechanical reasons required for safety. They did compensate me $54 for expenses incurred.- Vancouver-Toronto
- Economy
Martin K
Verified | Sep 3, 2024Chicago-Toronto
Economy
Unknown
When I got to the airport , I was told my flight was cancelled . As it was a ticket with Aeroplan points , they could not give me any other flight . I had to contact Aeroplan and after a big struggle , they put me on a flight back to Toronto , the next day via Montreal . I could not get a hotel because it was the Democratic Convention in Chicago , and I had to stay all night at the airport . I am a senior in my 70s and am so disgusted at AC and the way they treated me , having been a loyal customer for 25 years .- Chicago-Toronto
- Economy
Cynthia M
Verified | Sep 2, 2024Halifax-New York
Economy
Problems at airport
2.5 hour delay in Halifax meant I could not make connection. Next available flight did not get me to JFK in time to make a Cathay connection (departing at 10:00 am)- Halifax-New York
- Economy
Yeray David M
Verified | Sep 1, 2024Montreal-Madrid
Economy
Don't remember
We contacted Air Canada but they haven't responded. I don't have any voucher or signed anything so I can't click in continue here so that's why I put No above but yes we did contacted- Montreal-Madrid
- Economy
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