Impossible to reach a live agent who can help resolve a ticket issue. 1 hou and 15 minutes on hold, only to be sent to customer service, which is only be email with canned options, none of which applied to our issue. I tried again, waited over an hour and 1/4, only to be told I could not be helped with a ticket change. Sad to see the death of customer service for this fine airline. Barbara Ames Brandon FL read more

I'm a frequent flyer and I never had such a bad experience such as this one. Even Frontier (a low-cost airline) was more decent. First, I couldn't do the check-in on the app or a web browser because of technical difficulties. Then when I arrived at the counter, the agent said I couldn't fly with my passport card. I flew to Canada two years ago and they never said I couldn't use my passport card. Last but not least, they kept canceling my returning flight or placed me in another one without saying anything. I'm a disabled person and it isn't easy for me to move around, let alone go through all the hassle. Sorry, I don't like to rant so much but this was the cherry in the cake. read more

Our experience with Air Canada was disgusting. The story goes we were late, and rightly so it was our fault, being we are not from Canada and we weren't expecting traffic to be backed up that much, and we understood we had few options at that point. However, when we asked the "Supervisor", Natalie at the YYZ airport what our options were, she instead proceeded to tell us, "You don't complain about the traffic when you go to New York, do you?" And continued to yell and raise her voice. It was horrible customer service, customers don't need supervisors or anyone for that matter to teach them a lesson, they only need an answer to the questions they ask, period. Do your job, that's it. But anyways, Air Canada must have been desperate for a supervisor because they chose a trashy, unprofessional one, with horrible mannerisms. Never again Air Canada! read more

What an airline. I would rather walk than fly this airline. Why is US Govt allowing them to operate here? I know they need $$. Air Canada cancels more flights than fly their planes. Good Idea to fire the CEO / President. I can do a better job than the messy management they have. Worst staff, rude behavior, they don't care attitude. any other compliments / comments anyone can add please be my guest. read more

Horrible airline .... customer service is just pathetic. Air Canada canceled my flight and lost my luggage. Air Canada owes me $368.51. Can't call to get a real helpful person, no continuity in communication when finally speaking to someone, one person hung up the phone, and then they lied to my credit card company about the refund. read more

Strongly recommend not booking this airline. Our flight was cancelled. Still no refund months later, and they never answer their phones.

I am writing to discuss my sentiments, not so familiar hospitality, trustworthy, and conflict resolution with this company. To begin, my family and several other friends booked a direct flight out of Washington, D.C. Ronald Reagan airport several months ago. We gathered family who traveled 5 hours to Ronal Reagan airport for our flight. Upon arriving, we attempted to check in that night. Some of which was processed and later found that checkin had been voided and not available. Next we, checked our email and found that the flight had been cancelled. The email was sent around 11pm at night. Looking to get more information on our next steps, we catch a ride to the airport to speak with a representative. Upon arriving around 3am, none of the Air Canada representatives were present. We were informed they would not arrive until 4:30am. In the meantime, we decided to call the toll free number and spoke with Jennifer who was extremely courteous polite and helpful in helping us to explore all options available. We were a group of 5 and were the first in line when the representatives finally showed. However, the only solution they appeared to find was a flight for all 5 leaving Baltimore Aiport (45 minutes) away and offered taxi ride and meal vouchers. We were extremely tired and requested a room for all 5 to sleep. After 2 hours of going back and forth, we received a KING bed that they booked for us for a parking ty of 5. Even more, in the entire process they changed our flight back to leaving out of Ronald Reagan Airport at 6pm, which wasn't available previously. Somehow mysteriously the flight is available once more for 5! They told us multiple things such as mechanical issues, construction work, thunderstorm, and more of why the flight was cancelled and/or delayed. To top it off, the flight they rebooked us is ONCE AGAIN delayed to leave at 7:55pm and the one originally booked for Baltimore left on time. We are not looking for anything but to get to Toronto to enjoy our family and friends vacation time as time is limited and you do not and can not get time back. Many of us don't have long to celebrate as we have to get back to work on Monday. For all of this our vacation has been cut short, our hotel room may not be available upon arrival in Toronto, AND a WHOLE ENTIRE DAY has been wasted. We are beyond disappointed frustrated and tired and will probably never book Air Canada again. I do not like the way business is being handled by this company and I would like a refund for a day wasted and the frustration. It is absolutely ridiculous. I work in the Hospitality Industry and this is not the level of service or experience I've come to expect. read more

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My terrible experience with Air Canada: I went on vacation with my boyfriend and Air Canada lost our luggage. Fast forward 3 months to today, they refuse to reimburse me for the expenses I incurred. I submitted my claim within the time limits stated by Air Canada, kept all receipts, and ensured my expenses were well under the monetary limits set by the Canadian Transportation Agency (CTA) and Montreal Convention. I have followed every rule, yet, Air Canada refuses to reimburse me for essential items I had to buy in order to go skiing on a mountain. They said they only reimburse essential items. But I only bought jackets, pants, base layers, hats, gloves, goggles, and contact solution. When challenging why that doesn't qualify as essential, they had no answer for me. Please let me know if any of you have advice on how I can seek justice in this situation. Note to the public, never fly Air Canada. Air Canada is the worst airline and you must avoid them at all costs. read more

I have never experienced such atrocious customer service. My flight was delayed multiple hours in Paris to the point I missed my connection in Montreal. I had to sit in line for 6 hours to attempt to rebook another flight and even then the earliest I could get was 24 hour later. I then had to book my own hotel and transportation because the airline had run out of hotel partner rooms. After submitting a refund request for the unforeseen expenses I was told I would not be reimbursed for my hotel I was repeatedly assured but the counter agent that the hotel would be covered. To make matters worse the airline lost my luggage and 11 days later they still cannot even locate it. I am afraid to buy even necessities because of how the airline handled my hotel reimbursement request. It would be one thing if the agents were helpful but I can't even get in contact with a competent human that works for them at this point. There's no reason my suitcase should still be missing and if so I need to know that I will be compensated for the items I have to purchase in the meantime! read more

Do not buy a code sharing ticket from these people. If there are problems they will not help you. Upon leaving a plane from Munich, I was met by an airline representative that told me he would help expedite me through customs, but we had to wait for a second passenger getting off the flight. After waiting half an hour, the representative couldn't locate the second customer. We went through customs, then the airlines couldn't locate my checked baggage. By the time they found it, it was too late to board the flight. I had to pay for an overpriced airport hotel. As this was a code share between Lufthansa and Air Canada, both Airlines blamed the other. read more

We will never fly Air Canada again. Flew from DC to Vancouver via Montreal. Our bags stayed in Montreal. We filed a report and they promised us the bags would be on the 7:30 am flight out of Montreal. That didn't happen. The customer service line couldn't tell us where they were. At 5:00 pm the next day they said they were in Vancouver and would get to us in 24-48 hours (we were leaving in a cruise the next day). I ended up going back to the airport and had to find them in a room with a couple hundred other bags. Our flight home through Toronto and we got there at 2:45 am. Our connection left at 7:15 and by 6:45 they didn't know where the bags were. We couldn't get through customs to board our flight until they processed our luggage. They finally found one of them and let us through and we were the last ones in the plane. We had to file another report when we got home and eventually got the other bag. Their customer service line is horrible. They couldn't tell us where the bags were, wouldn't let me talk to a supervisor and hung up on me. Never again. read more

If it wasn't bad enough that Air Canada lost our luggage when we flew to London for Christmas, and offered no assistance while we were there, and forced us to purchase such basics as underwear and socks and basically ruined our holiday; it was worse what they put us through to seek some recompense. Forms to fill out, letters written, phone calls made, all resulted in a letter telling us that we needed "original receipts" for our purchases (the copies we sent were not enought). Worse still, after sending original receipts, we have not even been given the courtesy of any response at all. We will boycott Air Canada forever. I will spend the rest of my life advising people to avoid Air Canada at all costs. I would sue if the whole process weren't so exhausting. On the other hand, maybe I will sue. read more

Not an impressive airline. Customer service is not their focus and it shows. At Reagan Airport, they're relegated to Terminal A and from the looks of things...they deserve it. read more

This was probably the worst air line. They delayed or lost my bags the first two days with no reimbursement for expenses during that time. Then they cancelled almost 20 min after my return flight home was supposed to have departed. Flight attendants did not know what was going on and finally redirected me and the other passengers to "costumer service " much too late for any one to hop on another flight home. Costumer service agents were unwilling to be helpful or issue any kind of refund or reimbursement. They supposedly gave me a discount on a hotel to stay at since CA government doesn't allow people to stay at the airport. So had to spend another $200 on hotel and rides to and from the airport. I've talked to my travel agency. Air Canada , airport and supposed insurance policy and they all point the finger at someone's else. Wish they could give this review a no star because the level of accountability and costumer service experienced by air Canada was ridiculous. read more

Horrible! If you have the option to opt-out of Air Canada, OPT-OUT and go to another airline. I originally purchased my ticket because of the affordable price - but you do get what you pay for, or less than that. I love my friendly neighbors up in the north in Canada, but unfortunately, their airlines are really poor. Poor service. I thought airlines in the U.S. were bad. The seats were cramped and uncomfortable. My bum hurt more than it should :X Ha! TMI but it's the truth! They also had unfriendly service and the food was also miserable. The seatmates next to me requested vegetarian and halal meals due to religious reasons. The flight attendant refused. Due to some kind of unforeseen circumstance, the airline only had pork dishes. Did they not prepare? What about the vegetarians? So, the dear couple next to me was left with nothing to eat for a 13 hour flight from Asia to Canada. There were no snacks to tide them over either! Tragic! read more

Seriously, how can this airline still be in market based on how pathetic its customer service is. Spoke to customer service lady since we missed our connection flight as the earlier connection was late. The lady on phone told me that "airport is not a bus station, it was passengers responsibility to be there 2 hours prior boarding". When she looked up on computer, there were over 20 passengers who missed connections due to prior flight arriving late. She said as a one time courtesy "she will provide us next available planes with no additional charges". After 8 hours of wait at airport with no hotel or any services we boarded another plane. Last time boarding on Air Canada. read more

I leave five stars for the general customer service , they did so much to help me in every way and very kind, HOWEVER, I would leave negative if possible for certain employees including a very very rude flight attendant, that decided to treat my wife like a 2 year old child and belittle her because she was trying to adjust her mask. So the flight attendant which I will be reporting to air canada decided to stand staring her down and telling her to put mask back on immediately, my wife explained she was just adjusting it and the flight attendant replied I am a nurse and I will be keeping a eye on you throughout the whole flight! Nothing like feeling like a criminal and being treated like a child just by adjusting your mask , way to go air canada on the hiring of this gem. Also thet list my luggage on a 10 day trip and back showed up 4 days into trip won't fly with air canada anymore after this trip with out making sure I have a backup carry on with enough stuff to last! So least when they lose my bag I got something to wear and clean myself with till days later when thet get it to you.also will habe the pho e ready to video tape Rude stewardess has this has happened couple times ! Thank you customer service though for trying to work out few small hiccups read more

I have to agree with the other reviewers. This is the worst airline I have ever had the pleasure to experience! OMG. We stood in line for ever to check in only to find out that they were unable to process our bags. They were issuing hand written boarding passes - really - who does that. Asked why, they said their computers were down. Your computers are down on a Monday morning - one of the busiest travel days of the week. Good Grief! Every thing was late. SMH!!!! read more

On July 23rd I travelled from Prague to Toronto where I was supposed to continue on flight to Washington DC at 2pm. With me I only had a carry on luggage which I took with me on board. I was trying to find a place to store my luggage and one steward told me he will take care of it and I can sit on my seat and enjoy the flight. That was really nice of him. Then he asked me if I had any important stuff in there, so I took my documents I had from school and he left with the luggage again. Then I learned my suitcase was checked in with the rest of the checked suitcases when they gave me the luggage number. So I told them that I'm going all the way to DC and they told me they have no idea if the suitcase is going all the way to DC or not and that I should ask some employees on the airport what is about to happen with the suitcase. I had no idea my suitcase is being checked in the plane storage before that happend. So there was nothing I could do about it afterwards. When I got out of the plane in Toronto I have asked about five people and every single one of the told me a different information. Nevertheless later they told me they lost the suitcase and couldn't find it. And nobody was able to give me a proper information. All I was hearing was "I don't know" and people there were not actually trying to help me, which is really frustrating when you're supposed to catch a connecting flight which obviously I did not catch. When they finally found my suitcase I was told I can join the next flight to DC. But since I haven't had my carry on suitcase with me because it was checked in (which was a mistake of the steward on the first flight) I had to wait insane amount of hours in Toronto for a flight at 8:50pm which was also delayed for 90minutes! So instead of getting to dc at 3:25pm I have arrived at midnight. I was not feeling well the whole time and this stress did not help me at all. read more

I was really disappointed with the airline Air Canada. The flight was from Algiers to Montreal for more than 9 hours. The seats were really uncomfortable and very tight. The service was really awful. No TV on board we have to pay $10 to get an IPad to be able to entertain my kids. the aircraft was vétuste ( old ) , I was really scared . It was the first and last time to use Air Canada. read more

This is the worst Airline i have ever been. They lost our luggage, no assistance, awful customer service. I am glad that i am not the only one reporting this crappy airline. read more

I have found Air Canada to normally be a rather good airline. However, for the past two days I have been trying to make flight reservations. The telephone system provides a recording that says they have too much call volume to even take calls to put on hold. So there is no way to call them by phone. They instruct callers to go to their "awesome" self-service website. When I try to log in to my account on AirCanada.com, nothing happens, The site will not load. So not only is it not possible to contact Air Canada by phone, it is not possible to contact them on the internet either. I can not understand how a "reputable" airline can let this kind of customer service fiasco occur. Very disappointing. Looks like I have no choice but to go with a competing airline. read more

1st time shame on them, 2nd time never again. If you get stuck in Montreal just pay for a hotel room. Trust me it will be worth it to not stay in the worst hotel I have ever stayed in. I just got off flight that sat at the gate for over an hour waiting for a ground crew. 20 minutes of that time I was watching a ground crew standing around. read more

Air Canada does not staff it's phone line well - Even at off hours it can take over an hour to get someone on the phone. They don't offer a call back feature, so you are forced to sit and wait and wait and wait. read more

This is not a rating for Air Canada but the fact that they got relocated to terminal A at DCA. Come on! The same sad terminal as Spirit and Frontier Airlines? read more

Air Canada's call back system DOES NOT WORK. TWICE i tried to use it, when they called me back they couldn't hear me (tried my cell phone and a land line). As a result, unable to change my ticket before my flight left, so now I'm going to have to purchase a new one. THIS IS A HUGE RIP OFF. read more

I booked an international flight for me and my niece. Air Canada offered a return flight where we could fly together, so I upgraded us to business class and paid $200 extra per seat for a total of $400 (this was in addition to the cost of the flight at $1400 each). To my horror and dismay, our upgraded seats were right in front of the toiilets! People lined up for the bathrooms right in front of us and trampled our feet the entire nine-hour flight. It was a horrible experience that I will never forget. When I got home, I called to ask for a refund, but got the runaround for weeks and then months. I WILL NEVER FLY AIR CANADA AGAIN. read more

One of the worst airline experiences every! I flew to Montreal with my family (8 total travelers) and they lose our bags - All of our bags. Customer service is pretty much non-existent and you can't speak to a live person ever! Days and days go by and nobody returns any calls or emails. I get an email about 4 months after they lost our luggage and they send a $150 check as compensation. Seriously? Don't use them if you have any other choice. read more

I flew Air Canada in early July for what I had planned as an amazing vacation to the Sunshine Coast outside of Vancouver, BC. I had a layover in Los Angeles, and my first flight was delayed causing a missed connection to Vancouver. Unfortunately, my luggage was lost even after I checked with gate agents and ticketing agents when being booked on to a later flight. The last agent I spoke with "confirmed" that my luggage had been transferred and had been received for this new flight. When I realized that my bags were not going to arrive in Vancouver, I filed a claim with Air Canada before I left the airport. This was extremely unfortunate as the entire purpose of my trip was to surf a wave and all of my gear and many of my warm, dry clothes were on that luggage! I tried to have faith in Air Canada's customer service, but it became obvious after a day that I could only reach a call center in India, and the only information they could provide was what was available to me online: "no status change, your luggage has not been located." I could not contact anyone who might actually do something like actually search for my lost bags. A few days later, I received a call from Alaskan airlines from an agent who had found my luggage! She said the original destination tags were not on my bags and new tags had not been placed. It was obvious that after days of missing bags, Air Canada had not escalated the search and was still passively searching hoping that someone would scan the destination tags so the luggage would be "located." Well, that wasn't going to ever happen without any tags on my bag. I called Air Canada customer service to let them know where my bags were (my biggest mistake - I should have paid Alaskan airline to ship my luggage and gear). I called the next day for a status update - air canada told me there was still no change and they had not yet located my bags!!! This back and forth continued, they eventually got the bags to Vancouver and then FedExed the luggage even after I requested expedited service (I had been without clean clothes and my gear in cool, wet weather for at least 6 days at this point) and had said I would travel back to the airport in Vancouver to pick up the luggage. I was not contacted when the luggage arrived at Vancouver Airport nor informed that they were shipped until after it was too late. FedEx took another 3 days to deliver the bags as they travelled slowly to reach my destination. I was scheduled to leave the Sunshine Coast and return to Vancouver, but had to stay an extra day waiting for my luggage. Finally the luggage arrived 9 days after I did! The next day I flew home, and Air Canada again charge me to check my bags (what?l!). I never received any compensation for my expenses incurred or the disruption to my travel plans. Customer service was horrible - no action was ever taken to help me and their manner only made me irate and frustrated. Air Canada made is obvious that it did not care about me as a customer. I would give zero stars if possible and do not recommend this airline to anyone. The company needs to take drastic measures to change their service and culture. read more

I'm suing Air Canada and I encourage anyone reading this, who shares my experience, to join me in a class action suit. 1/21/19, Flight 1251 from Turks & Caicos was scheduled to leave at 1PM. This flight was supposed to connect in Toronto and my final destination was Reagan National (DCA). Canada's weather conditions caused the flight to arrive in Turks around 3PM. The flight departed Turks after 4PM. At this point none of the passengers were made aware that US customs at Toronto airport closed at 9PM. We should have been given the option to opt out of the flight altogether. Of course, we arrived in Toronto after 9PM, but instead of notifying us of our missed connection, Air Canada's agents directed a group of confused passengers out of the terminals and into Canada's customs as if we were expected to simply leave the airport. Coming from the Caribbean, we were wearing light clothing and no jackets. I literally had to escalate to management for them to tell us the truth and make hotel arrangements. Every Air Canada staff member before him, still gave me the impression that we were heading to a connecting flight and pointed us in the wrong direction. To further drive home the disrespect, Air Canada's staff refused to give me or anyone else our luggage, forcing us to leave the airport in well below freezing temperatures, without our belongings. As a result my partner and I both have respiratory infections. We were unable to work the following day, resulting in lost wages. This was the most stressful situation I have every been in. Air Canada caused my family a great amount of emotional distress, time and money. I will not rest until Air Canada takes responsibility for their negligence. read more

We flew Air Canada from BWI to Montreal, then Montreal to Barcelona. Two weeks later, from Venice to Toronto, then Toronto to BWI. Arrangements were part of a cruise package. The flight from BWI to Montreal was so small that I could not stand up in the plane (I'm 6'3"). Even on the flights to and from Europe, the seats were so close together that I could not put my legs in front of me. By the time we reached Europe, my legs were aching, especially my left leg. I was taking ibuprofen like candy just to be able to function. Because of their extremely small seats, Air Canada turned an expensive, once in a lifetime experience, into a pain filled two weeks. Air Canada seating is unacceptable for anyone over about 5'8". Having such cramped seating on a long flight (7 hours Montreal to Barcelona and 9 hours Venice to Toronto) is unhealthy and should not be allowed. A truly respectable airline would not even offer such seating. I will never fly on Air Canada again. read more

This is a very hands off customer service airline. The airline does not respond to customer inquiries and does not seem to be concerned as to how they treat customers. It truly shows when there is no competition, the business can treat the consumer poorly. In October 2015, I flew from DCA to Toronto to Edinburgh. I had requested some minor changes that even US and Ukrainian airlines know how to handle only to be told that I had to wait until I got to Toronto. When I arrived in Toronto, the airline customer service booth had me stand in line for over an hour while several representatives took lunch breaks and left other customers standing there. Then I was told that they could not do anything for me and to write to Air Canada. I did that and received a lackluster response but really no serious effort to address the underlying flaw with their customer service issue related to meals and seat assignment. This is something that many US and European carriers have built into their online systems. read more