Air Canada Customer Service Issues

My daughter, a full-time medical student in Arizona, recently ran into a distressing situation with her dog, Scout. Scout, a rescue dog she's had for a year, like to join her during her travels, having flown to Canada six times without issue. Unfortunately, on her last flight AC1287 from Pearson Airport to Arizona, there was a sudden problem. Despite using the same carrier as before and being a small 9.5-pound dog, Air Canada staff deemed the carrier too small for Scout. Explore[out]ing solutions such as a larger rental crate or cargo transport were shut down by the staff. This left my daughter, now separated from her loyal dog in Arizona for school and me with unexpected time off work needed to resolve this. The refusal to allow Scout on board has left us deeply upset. The carrier measurements confirmed Scout's comfort, making this sudden denial all the more puzzling and disappointing.

I recently booked a flight with Air Canada going from Philadelphia, PA, with a layover in Toronto, before continuing to Lisbon. However, when I reviewed my booking, I saw a COVID-19 notice stating that most travelers from Philadelphia might not be able to enter Portugal through Toronto. Even though I am a U.S. citizen who meets Portugal's entry requirements, I'm still uneasy about this message. I reached out to United Airlines, through which I booked the ticket, and was told that my itinerary should be fine. I urgently need clarification on this matter from Air Canada since time is running out to cancel the flight. I've had trouble contacting their customer service using the phone numbers provided on their website. Any assistance would be greatly appreciated. Thank you, J.

I would like to share my disappointing experience with Air Canada. The airline staff, particularly the air hostess, behaved rudely towards us. She seemed poorly trained and was unkind in her interactions. She fabricated stories about my family and pet to prevent us from bringing the pet on board. The seating was uncomfortably tight, making it difficult for us to even sit properly. The air hostess was abrupt in her instructions, insisting the pet be stowed under the seat even though it was challenging due to a metal piece blocking the space. When we expressed our inability to comply, the situation escalated, leading to us being removed from the flight without offering any alternative solutions or support. We were stranded at the Paris airport for five days, causing immense stress and discomfort. Despite the challenges posed by the pandemic, I have traveled with multiple airlines without facing such mistreatment. Air Canada must prioritize customer service to maintain their reputation.

I am seeking a refund for my flight on December 2, [redacted]. Despite being at the airport on time, I encountered issues with the ArriveCan app during boarding, which the staff at Delhi airport were unhelpful with. Even after resolving the technical problem, the staff rudely refused us entry, causing us to miss the flight. Following this, I visited the Air Canada office in Delhi the next day, but due to COVID restrictions, I could not find a resolution. Despite making daily calls to Air Canada, I have faced long wait times and disconnections. My wife, Ramandeep, and I are still awaiting a response. My flight reference number is JQPPQH, flight date was December 2, [redacted], from New Delhi to Toronto, with flight number AC043. I kindly request your assistance in addressing and resolving this matter promptly. Thank you. AJITPAL SINGH GILL

I had a canceled flight due to bad weather, and the rescheduled flight was delayed because the crew didn't arrive on time. Unfortunately, the Palm Springs airport staff didn't inform us promptly about the delay. When we boarded, we were told there was no food and little ice left since the plane arrived from Toronto the previous night. The airport contract staff failed to relay essential information. I asked about my connecting flight to Ottawa during check-in, but the Palm Springs staff couldn't assist and suggested I handle it in Toronto. The lack of communication and assistance at Palm Springs airport left me feeling uneasy during the flight back to Toronto, especially without any food. While I understand weather delays are unavoidable, the lack of crew causing a delay the next day was disappointing. Many passengers on the 10:30 (but actually 1:30) Palm Springs flight likely experienced similar frustrations.

Dear Sir or Madam, I am writing to seek compensation under the Canadian Air Passenger Protection Regulations (APPR) for the delay of my flight, AC45, scheduled for March 7. The flight was supposed to depart from Indira Gandhi International Airport (DEL) at 5:40 and arrive at Vancouver International Airport (YVR) at 6:55 but it was delayed by 3 hours and 50 minutes upon arrival. This delay was not due to extraordinary circumstances. According to the regulations, I am entitled to receive $[redacted] CAD in compensation. Additionally, due to the delay, I incurred extra expenses for meals and lounge access, which I hope can be reimbursed as well. I have attached my ticket for your reference and am willing to provide any further details you may require. Sincerely, Mounika

Hello! I am arranging transportation for my girlfriend's mother from Warsaw, Poland to Cancun, Mexico. Her 2kg, 5-month-old puppy will also be traveling with her through AirCanada on the following flights: I contacted beforehand and would like to double-check that everything is in order for our puppy to accompany her onboard. The flight confirmation number for passenger Joanna Krukowska's journey on Monday, April 11 from Warsaw to Cancun is #3ZSF6G. These are the inquiries we need assistance with for the puppy: 1. How do we arrange payment for the dog's spot? 2. What is the procedure for paying for a checked bag? 3. Could you please verify that there won't be any issues regarding the puppy on our flights, considering he meets all requirements and has necessary medical documentation? Specifically, are there any concerns during the layovers in MUC or YYZ? 4. Can we secure an aisle seat closest to the front door for Joanna on all flights? Thank you for your help! Flight Details: Passenger: Joanna Krukowska Date: Monday, April 11 Flight 1: Departure: Air Canada AC [redacted] (Canadair CRJ-[redacted] operated by Lufthansa German Airlines) from Warsaw (WAW) to Munich (MUC) at 9:20 AM - 10:50 AM (Flight: AC [redacted]) Flight 2: Monday, April 11, from Munich (MUC) to Toronto (YYZ) at 11:50 AM - 2:35 PM (Flight: Boeing [redacted]-8 Dreamliner) Flight 3: Monday, April 11, from Toronto (YYZ) to Cancun (CUN) at 5:05 PM - 8:00 PM (Flight: Airbus A321 with flight number AC [redacted])

Upon returning from Toronto to the US, we couldn't check in online due to needing a rapid antigen test before departure. After obtaining a negative result, we queued behind 3 people and waited about 15 minutes before being helped. When we finally reached the counter, we were informed that check-in closed just 2 minutes prior, and no exceptions could be made. This forced us to rebook and find accommodation for the night as it was the last flight. My concern lies with the lack of clarity on the website regarding the 90-minute check-in rule. If this requirement had been clearly stated, we would have adjusted our timings to adhere to it. The undisclosed regulations caused unnecessary stress and could have been easily avoided with better communication.

Hello, I recently traveled from YVR to YYZ and back, using the same carry-on luggage. While departing from YVR, there were no issues with my carry-on's size. The Air Canada staff allowed me to proceed without any problems. However, upon returning from YYZ to YVR, I was unexpectedly asked to check my carry-on and charged $33.90, which was quite frustrating. This inconsistency in enforcing carry-on policies between the two flights raises concerns about the airline's practices. It seems like an additional way for the airline to generate revenue at the customer's expense. Comparing this experience with my previous negative encounter with Air Canada in [redacted], I'm disappointed to see that the airline's service has not improved. This encounter has made me reconsider my choice of airline, as I have had better experiences with WestJet over the years.

Subject: Poor Experience with Air Canada Business Class Agent I am writing to express my disappointment with the service I received from Air Canada's Business Class agent, Ms. Daisy, on January 17, [redacted]. As a loyal Business Class traveler, I was shocked by the lack of professionalism displayed during my check-in for Flight AC1100 to SVD from Toronto Pearson Airport. Despite checking in online and ensuring I had all necessary documents, Ms. Daisy provided incorrect information regarding travel requirements. She insisted I needed a return ticket to Canada within one month and incorrectly claimed I needed a visa for St. Vincent, which I knew was not the case based on my previous travels. Due to her misguided advice, I was unnecessarily stressed and inconvenienced for three hours. I eventually had to cancel the flights she booked due to her errors. I urge Air Canada to investigate this matter as Ms. Daisy's actions were unacceptable. I hope for a resolution and a refund for the costs incurred. Thank you for your attention to this matter. Sincerely, J.C.

Dear Air Canada, I am writing to request an emergency exemption to travel to Belgium on March 16, [redacted], on flight AC832. I have been a resident of Canada since [redacted] and hold both Canadian and Belgian citizenship. I possess both passports. Due to Covid restrictions limiting non-essential travel, I have not been able to visit my family in Belgium as frequently as I used to, although I typically visit about three times a year. As a homeowner in Belgium, the recent severe storms caused significant damage to my property and surrounding area, requiring urgent cleanup as per the City of Aalst. Although I can comply with all safety travel requirements for Belgium, I am unable to provide a QR code as I have not received the Covid-19 vaccine, citing concerns about potential allergic reactions. I hope for your understanding and approval of this exemption for me to fulfill my responsibilities in Belgium. Thank you. Sincerely, Hugo De Pot

Hello, I wanted to share my recent experience with a flight change from Delhi to Calgary on March 09 for my parents, Pritpal and Khushpal Grewal. Due to the sudden change in flights, I immediately booked a hotel at Sheraton on Toronto airport to provide them with comfort as they are elderly. Despite the airline's obligation to offer food and accommodation, my parents received no support. I had to book a hotel last minute since they cannot sit for long periods. Additionally, despite assurances, the Air Canada staff refused to assist them to the hotel, even after explaining their situation. When I contacted the hotel, they mentioned that it is Air Canada's responsibility to ensure my parents reach the hotel. I hope this can be resolved for future travelers.

Hello! As an unvaccinated permanent resident of Canada, I am looking to travel outside of the country. However, my experience with Air Canada's customer service and medical desk left me with incomplete information. I also reviewed the travel requirements on travel.gc.ca and found them unclear. One exemption to the vaccine requirement that caught my attention is that if Canada is not my final destination, I might be allowed to travel one way only. It raises the question of why I can't travel if the country I'm visiting doesn't require Covid-19 proof. I feel pressured to undergo a medical procedure without the option to take a covid test. I am curious about the legal foundation of these travel regulations under the Canadian Constitution. Thank you.

I encountered an issue with my Covid test results not uploading correctly while at the airport. I arrived at 12:00 am for a 7:00 am flight and was unaware of my incomplete check-in status until I tried to board using a kiosk. The staff member at the counter was unhelpful and rushed me, complicating my search for the emailed test results. Despite having the necessary documents, I was removed from the flight and told to rebook. Now, I am stranded in another country with my son, without the means to return home. The subsequent interactions at the main airline kiosk only made matters worse as our booking details were mistakenly deleted, preventing us from getting on the next available flight. I urgently require assistance in this stressful situation.

I was charged $[redacted] for an extra 34 kg bag by Air Canada Korean at departure. Upon arrival in Vancouver and reaching the domestic baggage drop off slightly late, I was told I was 1 kg over the limit by the clerk. Despite mentioning the approval from Air Canada Korean, the clerk made my wife remove 1 kg and wouldn't allow her to return to the front of the line, resulting in her being bumped from the flight for two hours. It's frustrating when partners do not honor approvals given at the start. Hopefully, airlines will consider such situations and avoid losing customers due to minor inconveniences like this. I am now willing to pay extra just to avoid flying with Air Canada.

We had to cancel our flights to Mexico on March 13 and decided to fly out on the 14th instead. However, it seems that our return flight was also canceled. Our intention was for both our departing and return flights to be changed to the 14th. We emphasized not canceling the return flight, as we must be back home this Friday, just two days away. The canceled flight had reference number 4K8ADG, while the new flight on the 14th is also 4K8ADG. We require confirmation that we will still depart on Friday at approximately 8 am from Mexico City through Montreal to Calgary. We kindly request your assistance in resolving this matter promptly. Thank you.

Hello Air Canada Team, I am writing in reference to my canceled flight due to Covid, LH [redacted] on October 16, [redacted]. This caused me to stay at the airport until a 02:00 flight on October 17. The flight was AC [redacted], and the reference number is JT2MEP. I also experienced an overcharge of $50 for luggage. The ticket number is [redacted][redacted]/1-3. I have not received a response yet. My main complaint is the unreliable information given at the airport and the misleading guidance, which caused a lot of confusion due to the Covid-related flight cancellation. With the help of another airline volunteer, I was able to locate my suitcase for the next flight. The Air Canada staff seemed uninformed at their own terminal. Their behavior was courteous but their directions were misinformed, causing unnecessary stress. I was also provided with incorrect information about needing a negative test, which led to additional frustration and confusion, along with the overcharge on the ticket. I seek reimbursement of $[redacted] Canadian dollars. Good luck with your government, and please remember America in your prayers. Thank you.

My wife and I flew from New Delhi to Vancouver on AC [redacted] on 31/3/[redacted] in Business class seats 4K and 6K for a comfortable journey. Unfortunately, the flight attendant made the experience unbearable. They were slow to provide the clean care kit, and the food options we requested were not initially available. The meals were incomplete, missing items like rotis and fruit salad. I was also denied hard drinks with the second main course. The service overall was lacking, with limited bottled water and empty snack bowls. The attitude of the air hostesses left much to be desired, making us feel like we were inconveniencing them. As a senior citizen who has traveled extensively, this was one of my worst experiences. Air Canada needs to address these issues to ensure that other passengers, especially seniors, do not face similar hardships. Compensation for this unpleasant journey is warranted.

We canceled our flight on June 29, [redacted], during the Covid-19 Goodwill period and received a confirmation email for our canceled booking. We have tried multiple times and different numbers to contact Air Canada for the status of our refund, without success. One representative said they could not assist me and referred me to another number. However, that number was for reservations and they were unable to help either. How can we contact Air Canada to get an update on our refund status? (We still have not received a Case Number!)

Hello, my name is Jun Chen, and my ticket number is [redacted][redacted]. I had a flight cancellation for Flight RABJV-AC36 on June 17, [redacted]. I purchased a round-trip ticket from Melbourne to Vancouver on the Air Canada website on January 16, [redacted]. Due to COVID-19, Air Canada notified me on April 16 that my flight was cancelled, and the cost would be converted into future travel credit valid for 24 months. However, when I tried to use this credit recently, I was informed that it had been cancelled. I am confused as to why my credit was revoked and why I am unable to access the refund for my ticket. I can provide the email from April 16, [redacted], as proof. I did not cancel the flight; the airline did. Please assist me in getting back my travel credit. Thank you.