Air Canada Customer Service Issues

Hello, I visited the U.K. in September and returned on October 9th. I bought a Standard/Economy flight based on an Air Canada agent's recommendation, allowing for flight changes. Prior to my return, I obtained a PCR test from the NHS. Upon arrival at the airport three hours early, I was informed that the rules had changed and NHS tests were no longer valid. I underwent another test in the basement but received the results at 1:15, which was my exact boarding time, causing me to miss my flight. Despite the flight being almost an hour later, I was denied boarding and rebooked for the next day by a rude Air Canada agent who charged me an additional $[redacted].70. Finding accommodation was challenging and the hotel, with limited availability, cost $[redacted].30 for the cheapest room. The Express Test administered was an antigen rapid test, not the required PCR test. As a senior traveler on my first solo trip, I found the entire experience extremely unfair, unacceptable, and horrendous. I believe Air Canada should have shown more empathy and fairness. I am seeking a refund for these expenses totaling $[redacted].09.

I recently landed in Regina on Air Canada flight AC8194 from Vancouver. Despite the crew's efforts to handle the situation, the experience was extremely frustrating. We were informed we were ready to depart, but had to wait for a part to be loaded onto the plane due to another aircraft breakdown in Regina. The part did not fit initially, resulting in unloading and reloading of luggage while we waited on the tarmac for nearly 1.5 hours. To make matters worse, no compensation or gesture was offered to alleviate the inconvenience. This lack of customer care from Air Canada is disappointing. Additionally, I encountered difficulties checking into my hotel due to the flight delay, having to request a late check-in beyond the midnight policy. This experience has left me dissatisfied, and it has made me reconsider future bookings with Air Canada.

My mother, D.N. Fernando, missed her flight AC841 at Frankfurt Airport on November 14th. She was traveling from Colombo, Sri Lanka to Toronto Pearson Airport to visit my family in Canada. Even though she had requested wheelchair assistance, unfortunately, the handler did not show up. I have rebooked her on the same flight for November 15th at 9:45 to Toronto. The issue now is that her two bags arrived on the missed flight on the 14th in Toronto. How can she retrieve her bags when she arrives on the 15th? She speaks Sinhala and is not fluent in English or French, as this is her first time visiting Canada. Please advise on the best way to handle this matter for my mother, D.N. Fernando, who was booked on the missed flight AC841. Thank you for your help.

Hello, I have been attempting to submit a report on the Canadian Air Canada website but have not been successful, even with assistance via messenger and customer service phone calls. The problem is that I do not possess an incident number required to proceed with filing a claim on the AC website. During my flight AC7588 from Toronto on Sept 28th, I mistakenly paid for an oversized bag that I did not need to pay for. The staff informed me they cannot address this at check-in and advised me to use the website. However, I have been unable to do so due to the missing incident number. I appreciate Air Canada and am simply seeking a refund for the unintentional payment for the oversized bag. My ticket number was [redacted][redacted], Booking Reference 3APU77, and Aeroplan [redacted] [redacted] [redacted]. I trust this information will help verify that I paid for an unnecessary oversized bag. Thank you for your assistance. Brendan MacNeil

I had two tickets booked for a trip from Reagan Airport to Dubai from November 20th to November 30th. Due to changes in covid restrictions, we were unable to board the flight as we misunderstood the requirement to have a negative PCR test result before departure, not just upon arrival. Despite receiving our negative test results at 10:30 pm, we missed the 4:35 pm flight. I am seeking a ticket credit to rebook a trip to the Bahamas from November 22nd to December 1st. Expedia advised me to contact AirCanada for assistance. Unfortunately, my attempts to reach AirCanada were unsuccessful after waiting on hold for over an hour on two separate occasions. I kindly request a callback from AirCanada to resolve this issue. Thank you.

Hello, my name is Aliya Rashid, and I wanted to share my recent experience with my booking reference 4S7GLG and ticket number [redacted][redacted]. Unfortunately, my COVID test didn't meet the approval of the agent, even though it followed the guidelines in the email I received. Although my paperwork didn't mention the exact test type, I had used the same PCR test for my previous flights from Alberta without any issues. I had to rebook my flight and was switched to a United Airlines flight by the Air Canada reservations agent. Despite being assured by Air Canada that my baggage fee would transfer, I had to pay again when flying with United Airlines as they claimed they are separate airlines. Trying to resolve this, I contacted Air Canada customer service, but they were unable to refund the baggage fee immediately. I am also disappointed with the treatment received from Air Canada staff and would appreciate a refund of $31.50 for the baggage fee and discussing compensation for the inconvenience caused. Thank you.

I made a booking for my flight to India on the 4th of February through an agent. My reference number is 38ERAD. I've been trying to secure a preferred seat for the past four days. Despite attempting with six different cards, I keep encountering error code [redacted] due to a technical glitch on the site. It's crucial for me to get a preferred seat due to a leg issue. The seats I tried to book, 31A and 18J, should still be visible in my profile. Even customer service couldn't assist me after attempting with multiple cards and suggested I contact my credit card providers. I've confirmed that my cards are active with sufficient funds. It's challenging to convey that the issue lies with the Air Canada site. I urgently need to secure these seats. I've been incredibly frustrated with the site and the customer service team's inability to resolve this matter over the last four days. Contact me at [redacted]. Your prompt attention to this matter would be greatly appreciated.

I am inquiring about the possibility of using a rapid antigen test to board my Air Canada flight from Kamloops, BC to Mexico. Mexico's entry requirements do not mandate vaccination. Could you confirm if rapid antigen tests are classified as molecular tests for this purpose? Currently, the local labs in Kamloops are unable to forward samples to larger labs in Surrey or Princeton for processing. Would there be any leniency considering this limitation? If not, can I obtain a test from a medical facility or hospital instead? I must travel on November 26th or, at the latest, November 29th before vaccination becomes mandatory on November 30th. Your prompt assistance in clarifying these testing requirements is greatly appreciated so I can finalize my travel arrangements and secure a testing slot accordingly. Kindly note, I do not possess a cell phone for text communication. Thank you.

Currently onboard flight AC897, I am a photographer who was asked to dim the window while capturing images. Despite explaining my situation, the cabin crew dimmed my window abruptly, hindering my work and causing distress. I seek an apology for the behavior and interference and will pursue legal action if necessary. As a paying customer, I believe such treatment is disrespectful. I insist on better customer service practices and request a refund for my next June trip. Additionally, I encountered staff spreading misinformation about COVID. I can be contacted through onboard staff due to limited internet access. Expecting resolution by the time we land in Toronto in approximately 7 hours and 27 minutes.

I am still waiting for my refund voucher code from Air Canada. My upcoming flight is on 12/18. Here is the acknowledgement I received from Air Canada with Case Number AC:[redacted][redacted]. I was informed that it could take up to 10 weeks to process my request. The email stated that the Air Canada Travel Voucher will be issued to the main email address listed on the booking. If no email is listed, it will be sent to the email address on the request form. The voucher will be in the currency the ticket was purchased in. However, I have not yet received the voucher and am concerned about the lack of response from Air Canada.

Hello, Air Canada Complaint. I would like to express my disappointment with the recent experience I had with Air Canada. Upon trying to board my flight from Italy to Ottawa, I was denied boarding despite having presented an Arrive Can PCR certificate proving that my wife and I had received negative PCR test results. This led to us having to acquire new tests and pay a significant amount of money to return home. I believe this issue occurred due to a misunderstanding of the validity of our certificates. I am kindly requesting a full refund for the costly tickets we had to purchase. The ticket numbers for our flights back home are [redacted][redacted] and [redacted][redacted]. I have been a frequent flyer with Air Canada in the past, and I hope this matter can be resolved promptly. Thank you for your attention to this matter. Sincerely, Stephen & Suzanne Price

Air Canada has cancelled my return flight to London (LHR) because I didn't complete my flight from Vancouver to Victoria BC. Despite informing a check-in agent of our change in plans, my return flight was still cancelled. This has caused me significant frustration, especially considering my health condition as a Parkinson's patient. I have spent hours on the phone trying to resolve this issue. My original return flight is crucial as I have an important appointment in London. Tickets were booked through Expedia (ref no: [redacted][redacted]). Expedia directed me to Air Canada for assistance, but I am seeking efficient and effective help in reinstating my return ticket to London.

Air Canada altered my flight route from a direct stop in Canada to a stop in France without prior notice. Upon arrival at the airport with a negative Covid test, I was informed that entry to France required vaccination, which I was unaware of. Consequently, I had to book a new flight for $1,[redacted] last minute to avoid missing work. I am requesting a refund for the additional expenses incurred due to this unexpected change by Air Canada.

Hello, I am reaching out regarding our upcoming family holiday trip booked with Air Canada. Due to several airline schedule changes, our travel plans have been unexpectedly altered. I kindly request that customer relations review our situation and help improve our overall travel experience. Our original booking was for a first-class, direct flight from Toronto to Aruba departing on Dec 29 and returning on Jan 4 for two families. Our booking numbers are [redacted] KNY (Zarif) and 33NTE6 (Mahdavi). The airline has modified our itinerary to include a layover in New York, which was not requested. Despite the inconvenience, we have not sought compensation even though direct flights typically cost more than those with layovers. Our flight from Toronto to New York has since been rescheduled to a later time, causing us to miss our connecting flight to Aruba. Consequently, our new itinerary requires an overnight stay in New York. We simply request that our Toronto to New York flight be changed to Dec 27 or an early Dec 28 departure. I kindly ask that you escalate this matter or provide guidance on how to formally address this issue. Thank you, Sherry Assadi

I had a confirmed business class ticket (1G) on AC 43 from New Delhi to Toronto on December 3rd. Just before boarding, I was informed that my seat had an issue and I was moved to 31D (economy class). The primary reasons I booked a business class ticket were to ensure a good rest for upcoming business meetings and to maintain social distance. I was advised that I would be compensated for the fare difference and given $[redacted]. I am now seeking a refund for the inconvenience caused.

I am looking to cancel my non-refundable reservation purchased through Cheap O Air without receiving any credit from the airline or from Cheap O Air. I want to ensure that any credit issued goes to Cheap O Air and not to me to resolve this matter. I did not agree to accept any type of credit, and if canceled, I am willing to forfeit the funds.

Hello, I am Sydney L. I purchased a roundtrip flight with ticket number [redacted] from Ottawa to Toronto to travel back for the Christmas break on December 27. Unfortunately, due to an emergency, I had to permanently move back from Ottawa to Toronto a few weeks ago. As a result, I will no longer need the roundtrip ticket. I kindly request a refund for the ticket as my plans have changed unexpectedly. Thank you for your understanding. Have a great day. Best regards, Sydney L.

I've been struggling to get in touch with either Air Canada or Aeroplan. I'm trying to reschedule my flight from Geneva to Montreal and was told by Air Canada to contact Aeroplan due to using Aeroplan points for part of the booking. However, I can't find a way to reach Aeroplan by phone, which is frustrating. I've spent hours trying to reach someone over the past two days without any luck. Can anyone offer advice on how to speak to a representative?

I had booked a vacation trip with Aeroplan for departure on April 23, [redacted]. The booking reference number is [redacted] and the trip was canceled due to Covid-19. I received a credit in-house for $[redacted], which must be used before March 31, [redacted]. However, due to concerns about the various virus variants, especially for seniors, it doesn't feel safe to travel. The trip was originally planned for a wedding, a location we no longer wish to visit. I would like to request a voucher with no expiry date so I can use it to travel to other destinations once it's safer to do so.

Hello. I am an international student arriving in Canada in September with my husband through Turkish Airlines. To avoid extra baggage fees, I booked a connecting Air Canada flight from Toronto to Regina for January 5th. Due to online classes for the winter semester, I need to postpone this flight to late April or early May. After contacting the flight agency in Iran, they mentioned their inability to make the changes. I would appreciate your guidance on how to proceed. I look forward to your prompt response.