Air Canada Customer Service Issues

I purchased 4 tickets for my son and his family to visit us in Mauritius around January 20. Their arrival was scheduled for May 6, with a departure on June 6. Unfortunately, my son's health issues have emerged recently, and he has been diagnosed with Follicular Lymphoma. This diagnosis requires a 9-month treatment, which started with his first chemotherapy session last Tuesday. Given the circumstances, their travel plans are impossible. I reached out to the travel agency to inquire about the possibility of receiving a voucher for them to travel next year. I was disappointed by the response regarding Air Canada's policy, as there was no guarantee of acceptance, and a final decision would not come for 2 to 3 months. I am scheduled to leave Mauritius on June 2 to support my son and his family, so I hoped for a prompt and positive resolution before my departure. Your assistance on humanitarian grounds in addressing my situation would be greatly appreciated. Thank you.

Hello, my name is Christine. I had previously made a reservation with Flight Hub for a flight from Edmonton, AB to Los Angeles, CA from April 26, [redacted], to May 7, [redacted]. Upon arriving to board the plane, I was informed that I was not allowed to enter the USA due to a previous application for residency that I had not followed up on. I am still classified as an immigrant until I request the cancellation of my residency application. Although my flight to Los Angeles has been canceled, the return flight on May 7th is still valid. I am looking to cancel this flight and receive a refund since I cannot utilize it. Could you please assist me with the process or guide me in the right direction on how to proceed? Thank you for your help in advance. Christine

Dear Sir/Madam, I inadvertently booked a flight with Air Canada from Delhi IGI airport to Edmonton YEG airport with stops in London LHR and Toronto YYZ. However, I actually need to go from Delhi IGI to Toronto YYZ, which is the second stop on my journey. I am concerned about my luggage. Will I be able to retrieve all my bags at Toronto YYZ without any issues? I'm headed to study at Niagara College in Toronto, Canada. Thank you.

After experiencing two canceled flights, I am finally en route today from John's, Italy to Frankfurt, followed by SC Flight [redacted] to Toronto and then Flight [redacted] to Vancouver. When I initially booked this trip, I specifically chose Premium Economy seats due to my severe back issues and scheduled surgery. Unfortunately, I have now been informed that on the flight from Toronto to Vancouver, I will not have a Premium Economy seat. This change is incredibly distressing for me, especially considering my lack of pain medication after the two-day delay. Enduring five hours in economy class will be unbearable for my condition. I kindly request your assistance in resolving this situation.

Good morning, I hope you are well. I am writing regarding booking reference 2WNKUA. During the second part of our flight, our assigned seats were changed from being together to separate. We have been trying to rectify this and get them back together, but we continue to encounter error [redacted]. Our request is to please have our seats reunited for the Montreal to Halifax portion of our journey. For the Orlando to Montreal leg, we should be seated in 1F and 1D, which is wonderful. Ideally, for the Montreal to Halifax segment, we are hoping to have seats in 18 or 19 E/F, or at the very least, to be seated together. We appreciate any assistance you can provide in this matter. Thank you.

During a recent trip with my family on May 5, [redacted], on flight AC1628 from Toronto to Fort Lauderdale, an unfortunate incident occurred. My relative, V.G., couldn't find her passport the night before the return flight on May 12, [redacted]. Despite contacting the airline, she was directed to the Canadian Consulate in Miami for a temporary entry document. Regrettably, the document was issued too late for them to make their return flight, leaving them stranded in Fort Lauderdale. The airline informed them that due to their basic fare tickets, purchasing new ones was the only option, but the cost proved prohibitive. Consequently, they are now stuck until Tuesday, leading to the child missing school and V.G. missing work. The handling of this situation by the airline appears lacking in understanding or flexibility. Hopefully, a resolution can be reached to address this inconvenience. - H.W.

During my 28 years living abroad, my spouse and I reluctantly decided to fly to India in February [redacted] with Air India. Despite our excitement, upon boarding the Frankfurt flight from Calgary via Air Canada, we were disappointed to find leftover food and an absence of safety instructions due to broken screens. This lack of cleanliness and safety precautions was concerning, especially during the ongoing Covid pandemic. Similarly, on our return flight from Delhi to New York and then Calgary, we faced a last-minute departure time change causing a 17-hour layover at New York Airport. The miscommunication, lack of assistance, and unexpected charges for baggage and accommodations were frustrating. Throughout the experience, the malfunctioning screens persisted, leading to discomfort during the extended flight. Additionally, promises of shuttle service and accommodation were reneged upon, leaving us to arrange and pay for our own hotel and transportation. The ordeal has left us dissatisfied and questioning Air India's responsibility for the inconvenience and additional expenses we incurred. As Air India passengers, we seek accountability and fair treatment in resolving these issues respectfully. Sincerely, H.S. Buttar Editor in Chief, Punjabi Akhbaar (Canada)

Yesterday, my son was supposed to board a flight from Fredericton to New Delhi with a layover in Toronto, scheduled to arrive by 9:00 pm local time on the same day. However, the flight got delayed, and upon returning to the airport, he found out there was a 24-hour layover in Toronto. He was only given $10 CAD by Air Canada staff and was left without information on accommodation or meals during this unexpected delay. This situation has caused stress, as his father's blood pressure is fluctuating. As an undergraduate student, this experience could impact his well-being and future mindset. I hope for assistance from Air Canada to support my son emotionally, mentally, and financially during this challenging time while he is at Toronto airport. Thank you.

I had a booking on Air Canada with reference 2HZ7DV with the main reason for the trip being a 24-hour and 35-minute travel time, arriving in BKK on May 23, [redacted], at 9:55 PM for my girlfriend to pick me up conveniently, as she had work at 8:30 AM the next morning. Unfortunately, my flight AC005 from YUL to NRT was delayed, causing me to miss my connecting flight TG677 from NRT to BKK. There was no Air Canada representative to assist in Tokyo NRT despite the stressful situation. After navigating to Tokyo HND, I had to wait about 4 hours before boarding. Air Canada did not provide meal/drink vouchers or a hotel voucher for the inconvenience. Flight NH [redacted] from HND was delayed by 1.5 hours as well. I arrived in BKK on May 24 at about 7:30 AM, 10 hours later than planned. My girlfriend missed a day of work and I lost one day of hotel booking. I am requesting a refund of the airfare or compensation in Aeroplan points for an economy return flight to Central Asia. Thank you for your assistance. A loyal and long-term Aeroplan member ([redacted] [redacted] [redacted]).

Hello, I am currently in the UK and my return flight to Toronto, Canada is scheduled for June 1st. However, due to a family member's illness, I need to change my return flight to June 4th. I am unable to do this online as I booked through a travel agent. Toronto is 5 hours behind the UK. I would like to check for seat availability on a flight departing on June 4th in the economy class. Could you please provide me with information on flight times for that date? I plan to contact the travel agent in 2 hours. Thank you.

I had a ticket for a flight to Toronto this morning. Unfortunately, a family emergency arose due to a loved one having a serious accident. I have been trying all week to either get a refund, a credit, or to reschedule my flight for a later date. However, despite my efforts, I have not received any assistance or been able to speak to a supervisor. I was told that nothing could be done and even experienced unprofessional behavior as they laughed while I tried to explain my situation. I am kindly asking to be accommodated based on one of the options I mentioned. Thank you.

Subject: Change Request for Flight Itinerary - Reservation Details: WAW65G and LQDCLJ Dear Air Canada Customer Service, I am seeking your help to adjust the flight itinerary for passengers K.J Singh and S. Kaur. They were initially booked to travel from Thunder Bay to Dubai via Toronto but now wish to change it to a direct flight from Toronto to Dubai. Passenger 1: Name: K.J Singh Reference Number: WAW65G Passenger 2: Name: S. Kaur Reference Number: LQDCLJ Your cooperation in updating their tickets would be greatly appreciated. Please inform us of any applicable fees for this modification. Thank you for your assistance and understanding. Feel free to contact us if you need more details. Warm regards, K.J Singh Akaur21@[redacted] +1 [redacted]

I would like to address an issue regarding an unexpected luggage charge. On May 2, I paid for 2 bags online and was charged $[redacted].00. However, when I traveled to the airport on May 5, the airline charged me an additional $34.50 for the luggage, and they even offered to check our carry-on for free. The staff informed me that I had already paid online and actually overpaid. On the same day, the airline refunded the $[redacted].00 to my bank account but then charged me $34.50 again, resulting in two charges of $34.50 for my 2 pieces of luggage and the refunded amount. Strangely, on May 19, the airline withdrew 3 payments of $34.50 each from my bank account. This situation led to me being charged for 5 pieces of luggage when I only had 2. I have previously emailed about this matter without any response. Your prompt assistance in resolving this issue would be greatly appreciated. Thank you. - Sandra W.

On April 2, [redacted], during our connecting flight AC754, three of us from the same booking were denied boarding due to concerns about our luggage not being on the plane. We had purchased comfort fare tickets. Unfortunately, our arrival at the final destination was delayed by more than 7 hours from the original schedule. We are aware that luggage not being on the same flight should not warrant boarding denial. I am curious to know if we were the only passengers denied boarding on that flight and if our seats were reassigned to other travelers. Despite being present at the gate well before the 9 a.m. departure time, we were not allowed to board, suggesting we were involuntarily denied boarding. Could you please advise on the next steps to seek compensation for this issue?

Subject: Request for Assistance with Air Canada Reservation Dear Air Canada Customer Service, I am writing to bring to your attention an incident regarding my flight reservation with Air Canada. On April 17, [redacted], I made a booking for a flight to Paris under the confirmation number AC 484KJL (Exhibit #1). Today, when I attempted to clarify some questions about baggage, I searched for the Air Canada customer service number online and called the number displayed on a search result page, [redacted] (Exhibit #2). During the 11-minute phone call that commenced at 10:49 a.m. CST (Exhibit #3), I realized that the individual I was speaking to was not a legitimate representative of Air Canada. Following this conversation, my flight was improperly canceled by scammers who had obtained my booking reference number, resulting in a substantial increase in the cost to rebook (Exhibits #4 and #5). I then contacted genuine Air Canada customer service and reported the situation. However, I was informed that there was no immediate solution but was advised to email a complaint to the official customer service address on the Air Canada website. I have initiated a dispute with my credit card company, but I urgently require Air Canada's assistance to reinstate my reservation for the upcoming flight scheduled to depart on June 19. I can be reached at [redacted] or via email at [redacted] Thank you for your prompt attention to this matter. Sincerely, S.F.

I am facing an issue with AirCanada notifying me via email yesterday about a canceled flight, specifically AC [redacted]. My spouse and I are scheduled to travel to Ireland on June 25 and return on July 7. Departure from Phoenix is imminent in just 11 days, and this trip was arranged two months ago. I have been in contact with Chase Travel, investing 3 hours since yesterday, as they attempt to reach the AC Support Desk. I urgently require assistance. Contact me at [redacted]. Thank you.

I am a Russian citizen traveling to Canada through the CUAET program. My flight is from Istanbul to Geneva, then on to Montreal and Toronto. I have a two-hour layover in Montreal to get a work permit. I'm concerned if this time will be sufficient for all the procedures. If it's not enough time, what are my options? Can I change my flight itinerary or purchase a separate ticket from Montreal to Toronto? Any guidance you can provide in this matter would be greatly appreciated. Thank you.

I am having trouble reaching an agent to book a flight with Aeroplan using my points. I have been using my old membership number for many years. Last year, I mistakenly thought I needed to change it to access the Aeroplan website. A new number was issued, but I prefer to keep my original number with all my points. Despite speaking to an agent last year who assured me that my old number was reinstated and the new one cancelled, there still appears to be confusion regarding this issue.

I made a booking with a representative yesterday who assured me I could cancel my ticket and place the value in my e-wallet for future use. The booking was for a business class ticket that I wanted to partially pay for with miles. I was short [redacted] points initially but now have enough to cover the business class ticket for the same flight. The representative mentioned I could use the credit towards this flight, which costs about $[redacted] or 36,[redacted] points + $[redacted]. However, when I tried to cancel and transfer the ticket to my e-wallet, the process was different from what was described. I was told I had to fill out a form for a refund. I am contacting to request the cancellation of the booking, transfer the ticket value of $[redacted] to my e-wallet, and then book a new ticket for the same flight using my miles and paying the remaining balance with the e-wallet credit. I hope I have explained the situation clearly.

Hello, I need assistance with modifying my upcoming flight booking. I originally reserved a one-way ticket from YQR to YYZ for flight #2IR2EH at 6:30 am on June 27th, but now I require a round-trip ticket. On the same day, I have an international flight with BIMAN BANGLADESH departing at 10:30 pm, leaving me with a 10-hour layover. My return flight is scheduled for July 15th at 1:30 pm. I would appreciate it if you could help me book a round-trip ticket that minimizes the layover time. Thank you.