Air Canada Customer Service Issues

My booking reference is 3NUBRH. Unfortunately, my bag didn't arrive on the flight AC233 from Edmonton to Vancouver this morning. I filed a claim at the airport and my baggage tracing file reference is YVR AC [redacted]. The person who took my information mistakenly returned someone else's boarding pass with the baggage claim sticker on the back instead of mine. He mentioned that my bag might arrive tomorrow. However, I'm concerned it could get mixed up with the other person's bag. My original boarding pass from Rome had the number ETKT [redacted][redacted]. I got an email stating that the reference number was incorrect and now it's YVRAC808020/07. I've tried calling 1[redacted] or [redacted]2 but couldn't get through after being on hold for about 25 minutes. How can I reach a representative promptly?

I flew from Dubai to Vancouver via Seattle on September 14th with Emirates (EK229) to Seattle and Air Canada (AC8809). Unfortunately, upon arrival at Vancouver Airport, my two pieces of luggage were missing. Despite filing a complaint at the airport, it has been four days, and I still haven't received my belongings. The frustrating part is that both airlines are deflecting responsibility and blaming each other. To add to the confusion, I discovered that the Air Canada staff at Vancouver Airport mistakenly marked my departure point as Dublin instead of Dubai. With no progress in sight, I am unsure whom to contact to locate my luggage, which might be stranded at an airport unattended.

Flight AC [redacted] on September 18th experienced a delay of over 4 hours, departing at 9:10 PM instead of the scheduled 4:55 PM. Despite having a fully paid business class ticket without using points, I was downgraded to economy. As a loyal 35k status member of the airline, being moved down after frequent flying is upsetting. Booking business class is crucial for me due to recovering from knee surgeries, requiring extra legroom for stretching and aisle access. This seating change affected my ability to work on this business trip, especially being seated near passengers with pets which restricted my movement. I am seeking compensation for the flight delay, cabin downgrade, lack of disability accommodation, and loss of business productivity.

Hello, here is my inquiry regarding my flight arrangements with Air Canada. My original departure time from Houston to Toronto on November 19th at 12:35 pm was changed by Air Canada to 14:30. This alteration affects my connecting flight from Toronto to Paris, with a scheduled departure at 20:20. I am concerned about the possibility of missing my Paris flight due to the revised departure time. I would like my initial departure time from Houston at 12:35 to provide ample time for connections. I have also noticed conflicting information regarding flight [redacted] from Montreal to Houston, which appears to be canceled, yet when checking for new bookings, options are available. I encountered difficulties when inquiring with CheapOair customer service, as Air Canada requested payment for the flight to Houston despite me not initiating any changes. Their proposed solution involved flights through Toronto, though I prefer a direct route to Houston on November 26th. I trust that Air Canada can address these concerns and provide suitable resolutions to ensure a smooth and convenient travel experience. Thank you for your attention to this matter.

I am feeling incredibly upset and disappointed. I reserved a flight to Orlando for a family trip on April 13th, six months ago. It was a direct flight planned for January 3rd to 10th, for a one-week vacation with 11 family members. Unfortunately, due to the changes and uncertainties with Air Canada, we had to cancel our trip. I had organized this special vacation to Disney for my grandsons and family members, including Serge, Sarah, Rachelle, Darren, Charles, Sylvie, Theodore, Emmeric, Caleb, Victor, and Olivier. It's heartbreaking to not fulfill this promise. I put a lot of effort into arranging accommodations and transport, and everyone had made arrangements to be off work or school. The thought of starting over is overwhelming. It's disappointing that a reservation made half a year in advance was not honored, and it makes me question trusting Air Canada again. I hope for improvements in the travel industry soon. Disney will be there, but the trust may be harder to regain for future family trips. Best, Maxine Bedard

My husband had a flight booked departing from Calgary, with a layover in Montreal before reaching Sydney, Nova Scotia. The flight from Montreal was canceled because of hurricane conditions affecting Sydney. We found out about the cancellation upon checking the reference number 2LBDIQ, as we did not receive an email notification. Unable to get information on when Sydney would be accessible, we attempted to contact Air Canada but faced long wait times. Consequently, we opted to cancel the flight and received a refund of $98CAD. It seems unrealistic to expect my husband to linger in Montreal until Sydney is safe. I kindly request a refund of the remaining amount and may seek evidence that the seat and ticket were not resold. Otherwise, I plan to lodge a formal complaint with Transport Canada. Sincerely, Katrina Corbett, representing Allan Corbett.

Travelling with a stroller is essential for parents, and the mishandling of our stroller by Air Canada has caused immense inconvenience. Upon arriving in Montreal on 21-Sep, we were told our stroller might be in Saskatoon, making us carry our baby through the transit. In Saskatoon, despite assurances from AC staff, our stroller did not arrive, leading to back pain from carrying the baby for several days. Despite contacting AC multiple times for updates and flight re-scheduling due to the missing stroller, we faced unhelpful responses over the phone, leading to frustration and additional costs. The lack of professionalism and unhelpful attitudes from the phone staff created further distress. Unable to get proper authorization or reimbursement for a new stroller, we left Saskatoon airport empty-handed, with unresolved issues. The lack of response from AC has left us disappointed, and we are concerned about our upcoming return flight experience in Economy after this ordeal in Business Class.

Hi, I have a booking with confirmation number 3gfcmc under the name Nida J. I need to change my flight from Toronto to Houston on Oct 7 to Toronto to Dallas for the departure only. I understand I have a basic economy ticket but kindly consider this one-time exception as I have been unable to reach Air Canada, United Airlines, or Hotwire for assistance. Traveling alone with 2 young children, I urgently request a direct flight to ease the journey. The proposed fee of $[redacted] USD to modify the booking is beyond my budget due to the high cost of essentials. I humbly appeal to the Operations Manager or Supervisor to review my situation and allow this deviation. Thank you for your understanding and compassion. Best regards, Nida J. Note: For contact, please reach me at [redacted]. Thank you.

On September 23rd, we flew from Halifax to Frankfurt via Toronto. Upon arrival in Frankfurt, we noticed that one of our suitcases had a damaged wheel. The case is now unusable on both four and two wheels. I attempted to report the damage to Air Canada online, but I don't have a damage reference number since we didn't notice the issue at the airport. I've tried contacting Air Canada by phone without success and can't find a phone number for them in Frankfurt. Do we need to return the case to Frankfurt airport, or would that only add to the expenses? I will likely need to purchase a new suitcase. I have photos of the damage, as well as our air tickets and luggage check-in receipt.

I spent nearly all day attempting to contact an Air Canada representative, dealing with disconnections and long waits. Due to my hearing impairment, I tried altering my flight online, only to discover a change fee was required. After changing my flight due to a delay, I overlooked that the new connection airport was different. Traveling with someone who did not adjust their ticket, Air Canada states I must pay to make changes as I agreed to the charge terms. Now I face navigating airports with luggage, customs, and trains, all while dealing with a balance and hearing condition. Despite a helpful recent call, the issue remains unresolved. It would be beneficial for Air Canada to offer live chat or direct email support for such circumstances. I utilize Caption Telephone on my cell phone, not TTY. I seek advice on how to efficiently reach a representative in the future.

Good morning, I would like to inquire about a refund for my flight (reference code: 26XTUJ). The flight we booked was supposed to be a direct one, but about a month before departure, it was changed to one with a layover in Montreal. On the outbound journey, we faced two issues: upon landing in Montreal from Malpensa, due to delays in both the flight and the bus to the airport, we had to modify our ticket because we missed the connection with the initial flight. Additionally, upon arrival in Toronto, we had to wait an hour for one of our two bags, only to later find out it had been left in Montreal, requiring us to return to the airport the next day and find the bag unattended among many others. On the return journey, the inconvenience was even greater due to a one-hour delay in our flight departing from Toronto to Montreal. After arriving in Montreal, we spent over an hour on the plane before takeoff. The flight to Malpensa from Montreal, scheduled for 8:55 PM, boarded at 9:40 PM and only departed at 10:40 PM, resulting in a two-hour delay upon arrival at Malpensa. Lastly, upon baggage retrieval, I noticed that one of our bags was damaged (photo attached). Our biggest inconvenience was that our flight was originally meant to be direct, and we booked it shortly before departure, despite knowing about our trip to Canada for over a year and waiting for any direct flight availability. Looking forward to hearing from you. Best regards, R. Caressa

On August 13, [redacted], we flew from Lisbon to Toronto and then to Houston with Air Canada, checking in 2 suitcases. Unfortunately, upon arrival, both bags were lost. We immediately filed a claim at the airport and online through the Air Canada portal. One of the bags was finally delivered on September 11, [redacted], after more than 21 days, but the second bag, a blue Samsonite with 4 wheels and zippers adorned with a picture of an Asian warrior, is still missing as of September 29, [redacted]. We have yet to receive any updates on our compensation claim for the delay. Despite our efforts to contact Air Canada via phone, email, and their web portal, we have had no luck. We are anxiously waiting to retrieve the missing bag and receive the compensation we are entitled to. Thank you for your assistance in this matter.

The day before my flight with Air Canada, I wasn't feeling well, so I took a Covid test, which came back positive. Despite this, Air Canada refused to allow me to change my flight, even for a fee, and is keeping the almost $[redacted] for the ticket. Throughout the ordeal, I was treated rudely, blamed for the situation, and denied the chance to speak to a supervisor. Despite my efforts to reach out via email, phone, and Twitter, I have not received any assistance or response. I find it unfair and upsetting that they are keeping all the money for the flight that I cannot take. I have been in touch with the Canadian Transportation Agency, but they cannot intervene until 30 days have passed. Any guidance or support would be greatly appreciated as I navigate this frustrating situation.

I have been in contact with your customer service for the past 3 months, but I have not received a satisfactory response from your team. I made a booking with Air Canada through Happy easy go on October 9, [redacted], with booking reference 5C6U6Y and order number [redacted][redacted]8 for a trip from January 19, [redacted], to June 30, [redacted]. Although I traveled to Canada on January 19, [redacted], I had to cancel my return ticket on June 21, [redacted], with a cancellation fee of Rs. [redacted],[redacted] to Air Canada. After contacting Air Canada for a refund, I was informed that the refund was processed on July 14, [redacted], to my agent, Happy easy go. Despite my continuous follow-ups with Happy easy go, I have not received the refund. I kindly request Air Canada to refund the amount either through an Air voucher or transfer. If the amount has been transferred to Happy easy go, I urge the agency to refund me. I also request Happy Easy Go to process my refund if they have received the funds from the airline. I have reached out to relevant authorities in the tourism industry, IATA, Deputy Commissioner of Gurugram, and Consumer affairs to address this issue, as I have not received a satisfactory response for the past 98 days. I am looking forward to a prompt resolution and a positive response. Thank you. S. Chopra [redacted] [redacted]

On October 5th, my flight from Kelowna to Toronto at 11:15 am was disrupted. The boarding agent, a woman, denied boarding for my 18-year-old grandson because he did not have a photo ID despite presenting his birth certificate, interim driver's license, and medical card as recommended online. When I inquired about a refund, the agent was dismissive and unhelpful, only providing me with a booking reference number 3GOT58. I am currently seeking a resolution through RBC Rewards Travel via Royal Bank, who arranged the booking. The agent falsely documented that I chose not to board, neglecting to mention that she barred my grandson, leaving me unable to travel alone and abandoning him far from home with no means of transportation. Given that this trip was a graduation gift for him, boarding without him was not an option. I am 70 years old, in poor health, and deeply distressed by this ordeal. I urge for a swift and satisfactory resolution, including proper credit for both my grandson's and my airline tickets, and a formal complaint filed against the discourteous and unhelpful agent.

On Saturday, October 9, I was browsing Air Canada flight prices from Edmonton to Montreal when I encountered an issue. I usually use the Air Canada app on my iPhone and have my TD Infinite credit card saved for booking. Without confirming, the app charged me $[redacted].70 CAD for a ticket with Booking Reference 2EQPL5, debiting a card with different last 4 digits. I promptly contacted Air Canada at 1-[redacted] to address the error. The agent acknowledged the discrepancy and canceled my reservation, ensuring a refund by October 12. Despite the agent's assurance, the refund is still pending. I was surprised by the unauthorized charge and advised not to book through the app again. I've retained the reservation details with the incorrect card info. I am eagerly anticipating the refund to utilize a promo code for a Christmas flight to see my family in Montreal.

After purchasing $[redacted] tickets, we were surprised to be asked to pay for our luggage separately at the airport. Despite paying extra, our bags did not arrive with us in Vancouver. We waited in a long line to speak with two agents who seemed disinterested after an 11-hour flight. We were initially told our bags would arrive the next day, but after multiple calls, we were informed there was no guarantee. This left us without our medication and belongings. Despite flying frequently with AC for work, this experience has been disappointing.

Regarding Refund Policy and Procedures I have a booked ticket for travel to China this winter with a departure in February and a return in May. Due to the strict 10-day quarantine regulations upon arrival and departure, involving daily PCR tests and costly government-run hotel stays exceeding $[redacted], along with reports of poor living conditions, I am considering delaying my trip until China changes its zero-covid policy. I have not found any information about refunds in the emailed itinerary. Could you please assist in determining any cancellation penalties by referencing the codes/data on the electronic itinerary? Thank you, David for Yuan Shu X.

On October 13, during my return from Morocco to Montreal, I had a disappointing experience with Air Canada. Upon boarding, I was informed I was on standby despite having an assigned seat. Despite explaining my knee problem and need for an extended leg space due to a health issue, the flight director, "Mohammed," showed no empathy or willingness to help. I was seated at the back of the plane instead of in a preferred seat as I had expected. This lack of understanding and care made me miss my connecting flight to Toronto. Throughout the journey, I felt uncomfortable and upset. It was a terrible experience that has made me question my trust in Air Canada. The director of the flight should be someone compassionate and solution-oriented, not indifferent. I hope in the future, such vital positions are filled by deserving individuals who value passenger well-being.

I experienced a flight disruption with Air Canada on February 10, [redacted], on a return trip to London from Toronto Pearson with a 25-hour and 20-minute total trip duration and an 8-hour and 24-minute layover. The normal travel time was 18 hours and 50 minutes, and Air Canada changed it without compensation. I believe I am entitled to money compensation and other benefits due to passenger rights regulations. I am also concerned about my health condition as an asthmatic traveler and need specific seating arrangements for assistance. Despite my requests, Air Canada did not provide any compensation, such as food vouchers or hotel accommodations. Instead, they pressured me to accept the flight changes without addressing my needs. Their lack of customer service and unprofessional behavior is frustrating. I hope Air Canada addresses these issues promptly. Thank you. Best regards, Isabelle N.