Air Canada Customer Service Issues

Hello, I need some assistance. We have a flight booked on AC flight [redacted] reservation number NH46LZ from Winnipeg to Maui on January 24 with a layover in Vancouver. Due to a family emergency, my wife had to travel to Vancouver earlier than planned without any checked luggage. We were hoping she could meet us during our layover without issues. I contacted the airline's toll-free number last week and was informed that she might not be allowed to board in Vancouver if she didn't depart from Winnipeg. I am concerned about potentially missing the flight. Unfortunately, because we booked through another agency, we were told that the airline couldn't assist unless it was within 3 days of the flight. Flying back to Winnipeg just to return to Vancouver would be very inconvenient for us. The agency that booked the flight with reservation number 4R79UQ and ticket number [redacted][redacted] hasn't been very helpful. I'm hoping for some assistance or understanding from Air Canada. Thank you for your prompt attention.

I had to cancel my flight due to a family emergency. My sister broke her hip and was diagnosed with cancer. As she awaits surgery with an uncertain prognosis, I am requesting a refund for compassionate reasons. I found the refund request page but need guidance on what to attach and include in a doctor's letter. Can a refund be processed even though the prognosis is still unclear?

Our return flight schedule was modified without receiving an email notification. I discovered this change unintentionally while reviewing my reservation online. According to Flight Rights Canada, found in the voluntary code of conduct for Canadian airlines, it specifies that passengers are entitled to receive information about flight times and any schedule adjustments. Airlines are expected to make reasonable attempts to update passengers on delays and schedule modifications, including providing reasons whenever feasible. I am contemplating seeking compensation for the communication oversight in failing to promptly notify passengers about the schedule change.

I attempted to buy tickets, authorized payment on my VISA, but got an error message (error [redacted]) instructing me to contact Air Canada. Although my credit card was charged, the seats were no longer available when I called. They did not honor the original price. I find it unfair that they took my money without issuing a ticket. When I contacted them, they tried to rebook me without mentioning releasing the funds. Visa says this should not be an issue. I have been trying to resolve this for over 14 hours now.

I recently flew on AC555 from LAX to Vancouver with only carry-on luggage due to a time constraint. While the flight to Vancouver went smoothly, the return flight was frustrating as I encountered a rude staff member who refused to let me bring my bag on board, despite it fitting within the size restrictions. This inconsistency in enforcing the rules led to unnecessary delays and inconvenience for me. I observed other passengers with larger carry-on bags being allowed without issue, which further highlights the unfair treatment I experienced. I wish to lodge a complaint regarding this incident as it has impacted my schedule and caused unnecessary hassle.

I unfortunately did not purchase cancellation insurance. Due to my husband's stroke, we are unable to use our tickets and hope to transfer them to our son and daughter-in-law. I kindly request an exception be made in this situation. Our plans for the Calgary Stampede have changed, and giving our tickets to our kids almost feels as enjoyable as attending ourselves. The ticket number is AC/[redacted][redacted] with reference number LDGA3V under the names EVANS, KENNETH W (MR) and EVANS, WANDA ANNE (MRS). Thank you, Wanda Evans

Good afternoon. Our planned trip from Brisbane, Australia to Vancouver, Canada on Saturday, 26/05/18 with Flight AC 36 was affected by the cancellation of the Qantas flight from Melbourne to Brisbane due to an aircraft technical issue. This caused us to miss our connection on AC 36. We were rescheduled by Qantas on the next available flight to Vancouver, which was AC 36 departing on Sunday, 27/05/18 at 10:40 am. Unfortunately, this change caused us to lose our pre-booked exit row seats in Row 18, for which we paid Aud [redacted]. We ended up seated in Row 21 on the rescheduled flight. We are seeking a refund of the Aud [redacted] from Air Canada as we feel we have overpaid. The service desk in Brisbane has provided us with two PNR Booking Numbers: QDHC5I and QDF2GR.

On Thursday, May 30, [redacted], I flew from Ottawa using my Aeroplan miles. I had a layover of 2 and a half hours in Moncton waiting for flight number AC7763. Boarding the flight, I was anxious to find an old plane awaiting us. To my surprise, the pilot welcomed us, and one of them informed us our flight would last approximately 30-40 minutes. Sitting in seat 2, instructions were given to passengers in seats 1 on emergency procedures. However, no other safety measures were explained causing me distress. I believe passengers should be informed beforehand if they will be boarding older, smaller planes, and safety procedures must be clearly communicated. I would appreciate hearing back from you regarding this matter. Thank you.

I had a booking reference QVDWDZ for April 6th where I decided to travel to Toronto a day early due to the weather forecast on Saturday. However, upon arriving, I was informed that I had been rebooked for April 9th without my knowledge, causing inconvenience as I missed my connecting flight on Saturday. The replacement flight to London also encountered issues and ended up returning to Ottawa. Despite being provided a hotel and meal vouchers, the service was lacking as the hotel didn't have a restaurant. I had to rebook my flight in the early hours due to staff unavailability. Subsequent flights also faced problems, leading to delays and further inconveniences. Lack of assistance upon arrival in London added to the frustration. This entire situation could have been avoided if I had been contacted to discuss rescheduling instead of being automatically rebooked. I am seeking compensation for these numerous disruptions.

On July 1st, my partner, B. Duggan, and I flew from Toronto Pearson Airport to Bogota, Colombia on Air Canada flight AC1944. Our previous flight was AC843 from Dublin to Toronto. Unfortunately, upon arrival in Bogota, our two backpacks, one blue and one black, were missing. We reported the incident to an Air Canada representative at the airport. Despite the language barrier, we were assured our bags would arrive the next day. However, they have not yet been delivered, and our attempts to contact Air Canada have been unsuccessful. The representative did not provide us with a file reference, making it impossible to track our bags online. As travellers in need of our belongings, we are anxious for a resolution. We are prepared to retrieve the bags from the airport but require confirmation of their location. Your prompt attention to this matter is appreciated.

My wife is arriving back from Dublin, Ireland today, Tuesday. Her reference number is RSSMBZ. Originally scheduled to reach Lethbridge AB at 7:12 p.m., her flight from Dublin was delayed. As a result, she will now be flying through Montreal, Winnipeg, and Calgary, arriving in Lethbridge at 12:47 a.m. I plan to pick her up at Calgary airport to avoid her having to wait there for a long time. However, since she will be in the secure area, I have no way to contact her. Can you assist me in relaying a message to her that I will be waiting in the arrival area? Her final flight into Calgary from Winnipeg is AC8335, scheduled to land at 7:25 p.m. Your help would be greatly appreciated.

I am experiencing difficulty with my baggage not arriving after flying with Air Canada Rouge on July 9th. I flew from Toronto to Venice with Air Canada and then from Venice to Lisbon with Tap. During the layover in Venice, my bags did not make it onto the connecting flight. Unfortunately, I do not have the funds to purchase interim toiletries or clothing. Being partially blind, I urgently require assistance. The file reference number for my claim is Listp*****. I trust Air Canada will address this issue promptly and provide a fair resolution.

I am a nervous flyer traveling with two young children, and the idea of not being seated next to my husband for support is causing me significant anxiety. Despite multiple attempts since 3:20 pm today, I have been unable to check in for my flight from LHR to YUL with booking reference: QY7G8I. Seats are quickly filling up, leaving only options at the back of the plane. My family, flying the same route tomorrow with British Airways, had no issues checking in and even received upgrades. This website malfunction has caused unnecessary stress, with our attempts from multiple devices proving futile. I urge a swift resolution as being seated at the back is not ideal for us. Please address this promptly as proximity to the front is crucial for me, something most airlines have been able to accommodate in the past.

Regarding Ref. AC8049 on July 18, [redacted]: During our recent trip, my spouse and I were passengers on the flight mentioned above. Upon inspecting our luggage, we discovered a missing item. The specific item was a blue delft tile, one of a pair, enclosed in a cardboard box labeled Holland America Line on the opening flap. The only instance our luggage was unattended was from check-in at Boston airport until its retrieval in Ottawa. While I understand that the item may not be recoverable, I wanted to inform you of the situation.

Dear Sir/Madam, I hope this message finds you well. I am writing to seek your assistance regarding our upcoming flights with Air Canada. Unfortunately, due to unforeseen circumstances, my mother, Joan Agnes de Silva, has fallen seriously ill and is now bedridden with colon and liver cancer. As her primary caregivers, my husband, Steven Ebejer, and I are unable to proceed with our travel plans on August 9, [redacted], from Toronto, Ontario (YYZ) to Paris, France (CDG), and returning on September 2, [redacted], from Paris, France (CDG) to Toronto, Ontario (YYZ). Attached, you will find a letter from the Lakeridge Health Cancer Center, confirming the severity of my mother's condition, along with my birth certificate to establish the relationship between us. We respectfully request a refund for the airfares, as we are unable to undertake this journey. We regret not having purchased travel insurance, as our circumstances have changed drastically since then. We understand the urgency of this matter, given the proximity of the travel date, and we sincerely hope for your understanding and compassion in this difficult time. Thank you for your attention. Yours sincerely, Joanne de Silva & Steven Ebejer [redacted]

Dear Sir/Madam, I am an Indian citizen traveling from Saudi Arabia on a final exit to New Delhi via Saudi Airlines Business Class. After a 12-hour layover, I have another flight on Air Canada from New Delhi to Edmonton via Vancouver in economy class (with permanent resident status). Saudi Airlines allows me to carry 32 kg of baggage, but Air Canada's limit is 23 kg. I am unsure if I will need to pay for excess weight and how much it could cost me. Can I pay in cash at the Air Canada counter at the Indira Gandhi International Airport since my credit cards won't work after my final exit from Saudi Arabia? Please provide guidance. Sincere Regards,

I needed to change a flight, originally booked through a third party. With limited seats, I couldn't wait 72 hours before departure to make changes. The agent attempted to be helpful but mistakenly booked the wrong airport even though I provided the correct details. When I called back, the agent was unhelpful and charged me $[redacted] more. When I requested to speak to a manager, I was denied and told there was no one available to address my concerns, unwilling even to take my contact information for a call back. The situation remains unresolved with an incorrect booking, uncooperative agent, and no clear path for filing a complaint or getting assistance.

Upon our early morning arrival in Lima from Toronto on August 13, we were dismayed to discover that Lemuel Leal's checked hiking backpack was missing. The backpack was last checked in Calgary before our Air Canada flight to Lima via Toronto. Despite speaking to Air Canada staff in Lima, they were unable to assist. We were directed to contact Latam Airlines for our onward flight to Cusco and request Air Canada in Toronto to locate the missing bag. Lemuel Leal's bag, which contains essential items for our hike, including a rain cover, was likely left on AC [redacted] from Toronto to Lima on August 12 at 7:15pm. We implore both airlines to work together to ensure the backpack reaches us promptly for our hike scheduled from tomorrow until Saturday. Your prompt attention to this matter is greatly appreciated.

Complaint: Air Canada Confirmation No. NHP2MR Passenger Svetlana Y., an 83-year-old flying to Kiev from Chicago on Aug 18, had a connecting flight in Toronto to UIA with Confirmation No. JA7DOY. A wheelchair was requested from Air Canada to assist her to the UIA gate. Unfortunately, the wheelchair attendant took her to the wrong gate, causing her to miss her flight. She was not provided with accommodations or food, which posed a serious issue as the airport food places didn't accept American dollars. This left her spending the night hungry in an airport chair, an unacceptable situation for a diabetic individual who requires regular meals. She was given a ticket to Frankfurt and told to arrange her own way to Kiev, which is impractical given her situation. Urgent assistance in providing Svetlana with food and a direct ticket to Kiev from Frankfurt is necessary to ensure her well-being. Failure to do so would hold Air Canada accountable for any negative outcome.

On July 17, [redacted], we boarded Flight [redacted] from Edmonton to Toronto and then Chicago. During our approach to land in Toronto, our plane abruptly ascended due to another aircraft on our runway, causing us to miss our connection to Chicago. After waiting 1.5 hours at customer service to rebook on Flight [redacted] at 22:50, we were informed it was oversold amidst chaotic gate changes and multiple uncoordinated representatives. Eventually, we were issued a vague voucher for "Holiday Inn," leading to confusion as there are 17 in Toronto with no specified location. Stranded passengers, including us and Irene Grodzik, a cancer patient, wandered the airport seeking assistance. Fortunately, Kiran Rajder from Airway Inter and Liza intervened, securing a new voucher for the "Mississauga Hotel," from where we caught Flight [redacted] to Chicago the next day at 16:05. Our distressing and exhausting experience with Air Canada has left us disappointed, considering their reputation for exceptional service. We hope to receive a response regarding our ordeal. - Barbara and Don B.