Air Canada Customer Service Issues

I am reaching out regarding an issue I encountered when trying to board a flight with my husband. The details of my ticket are as follows: Booking reference: BTJFS6 Flight LH6840 - Lufthansa on 21/10/19 Departure from London at 14:05 Arrival in Vancouver, CA at 15:35 Flight AC [redacted] Air Canada on 21/10/19 Departure from Vancouver on 21/10/19 at 18:40 Arrival in Los Angeles, US at 21:40 On October 2nd, I booked two flight tickets from London Heathrow to Los Angeles with a layover in Vancouver for 3 hours. I was not informed by my travel agent or the website at the time of booking that I needed a transit visa for the stopover. We tried to check in online, but were unsuccessful without any explanation. As Armenian Nationals with Armenian Passports, we were not allowed to board at Heathrow due to not having a transit visa. This caused significant distress, especially considering I am 6 months pregnant. Our attempts to contact the airline and travel agency via phone were unsuccessful, and we faced long wait times and some phone numbers were not in service. I am requesting a refund and compensation for the inconvenience and the lack of consideration for my situation, as this incident has impacted me both financially and emotionally. The staff's unhelpfulness in resolving the issue only added to the difficulties we faced. Sincerely, Armine G.

Since August 19/19, I have been attempting to receive a potential rebate for 2 bereavement flights. Despite numerous calls to your customer service department at 1-[redacted], I have not made any progress. My latest call was on October 22/19, during which I was promised a callback from a lead manager that same day, but I have yet to hear from them. Due to complications with not receiving Air Canada's emails, leading to the closure of our case, I urgently need to speak to someone in charge. I have provided an alternate email address, but there has been no response. My claim number is [redacted] with confirmation number 2406E96E006D under the name Deborah Trider-White.

I have been attempting to book flights for my boss, Diane J. Brisebois (Aeroplan number [redacted]17), for over a month through her account. Unfortunately, I keep encountering an error just before seat selection with the message: "We are temporarily unable to process your request. Please try again later. (err-7) ([redacted])." This forces me to log in as a guest each time, requiring me to input all the information manually. This situation has become incredibly frustrating for both of us. Even when Diane tried from her own computer, she faced the same issue. We are disappointed, especially since she recently joined the "1 million mile club." Despite reaching out to multiple agents, we have not found a solution. Your help would be greatly appreciated.

I have a flight booked through MakeMyTrip from Hyderabad to Canada with connecting flights from Hyderabad to Delhi, Delhi to Toronto, and Toronto to Thunder Bay. However, there is only a 1 hour and 35-minute layover between the first and second flight. I have concerns: 1) Will I have enough time to catch the second flight considering the requirement to check in at least 2 hours before an international flight? 2) Do I need to recheck my baggage in Delhi since I am traveling with different airlines (first Air India and then Air Canada for the next two flights)? 3) Should I consider changing my flight to allow for more time between connections, or is the current schedule sufficient for me to make the second flight on time? Any advice is greatly appreciated!

Dear Customer Service, I recently experienced a highly unpleasant situation when my family and I traveled on Air Canada last week. Our flight, AC091, was unexpectedly canceled with a notification sent only 3 hours prior to departure. This caused considerable inconvenience as we were already on our way to the airport after spending an hour in traffic. As a result, my husband missed half a day of work, and when I returned home, my daughter had been bitten by a dog, necessitating an immediate visit to a medical clinic where we incurred $[redacted] in charges. During the rescheduled flight, we faced inadequate support in Brazil, lacking transportation, accommodation, or meal reimbursements typical in such situations. Additionally, our flight to Vancouver (AC117) was altered, resulting in a less favorable connection with a 5-hour layover instead of one. No compensation for these inconveniences was offered, and another delay caused us to arrive in Vancouver at 2 AM. Although the airline offered us two free tickets as compensation, I find this inadequate as we initially booked for three passengers. It was also disappointing to hear that other passengers were given a free ticket each. In resolving this matter, I kindly request the adjustment of the compensation to three free tickets and a full reimbursement of the medical expenses. I am eager to hear your proposed course of action promptly. Sincerely, Fernanda M. J. [redacted] +1 [redacted]

Baggage Inquiry: I have a flight booked in April, unsure about bringing my sports equipment. I want to reserve space now. Can I cancel if I don't bring it? It's normal baggage, just larger and heavier, [redacted] CAD each way. With stops, that's [redacted] CAD for the whole trip, around [redacted] Euros. When do I pay? Can I pay at the airport? Also, is there an email for AirCanada? I prefer written communication for accuracy. Thanks for your help!

Hello, I would like to share my recent experience flying with your airline from New York to Toronto. Unfortunately, I encountered some issues with the customer service during my trip. Despite being in a large group, I was the only one charged for my hand luggage, which was frustrating. To make matters worse, I was charged three times due to system errors and did not receive a receipt because of these technical problems. Even though my luggage was within the weight limit, I was still charged. I observed others with larger and heavier bags not being charged, which was disappointing. While I was prepared to pay for my larger suitcase, I did not anticipate being charged for my hand luggage, which met the size and weight requirements. This level of service was very different from what I have experienced in my travels around America for the past six weeks. As a UK resident, the transaction amount converted to pounds, and I am requesting a refund promptly. Please advise on the next steps. Thank you, Shanna G.

We made reservations on June 10, [redacted], to travel as a family to ABACO in the Bahamas from Dec 21 to Jan 2 for a family reunion. However, Hurricane Dorian hit the Abaco Islands on September 1, causing widespread destruction and forcing our family to evacuate and lose their homes and belongings. Due to the devastation and the Canadian government's travel advisory, we are unable to travel to Abaco this Christmas. As teachers, my husband and I can only travel during Christmas and March break, and the current airfare prices for these dates are much higher than what we initially paid for our tickets. We had flights booked with Air Canada to Nassau and then Bahamasair to Marsh Harbour. Since there is limited accommodation in Nassau after the hurricane, we are unable to proceed with our original travel plans. I am hoping that Air Canada can offer us a refund for our tickets, as Bahamasair has already done. If a refund is not possible, I would appreciate an extension of the ticketing deadline or the option to use the value for Air Canada Vacations. Any assistance from Air Canada would be greatly appreciated during this difficult time for our family.

I am writing to request a refund for baggage fees totaling C$63.00 and US$45.60. Upon booking two return flights with Air Canada from YYZ to New Orleans, we were under the impression that one free checked bag was included for each of us. This was reaffirmed during online check-in. However, upon arrival at both Toronto and New Orleans airports, we were unexpectedly charged for our checked bags. We were shocked to learn this, as it contradicted the information provided during booking. It is disheartening to experience what an Air Canada employee described as misleading and false advertising. Similar incidents have occurred in the past, resulting in the inconvenience of seeking refunds. This unexpected cost could have been avoided had we been properly informed. I trust that Air Canada will rectify this situation and provide a full refund promptly.

I am writing to share my recent travel experience. My booked flight from Moscow to Toronto, with a layover in Frankfurt on November 7th was unexpectedly changed due to a connecting flight through London. The new flight details were as follows: Booking: NTEHTR Flight: (BA236 DME - LHR 05:40 - 06:55; AC869 LHR - YYZ 09:00 - 11:55). Upon arriving at the airport, I encountered an issue with my London - Toronto ticket where British Airways informed me about the seat availability problem for this leg of the journey. They advised me to contact AirCanada since they manage the tickets. Unfortunately, after multiple unsuccessful attempts in reaching AirCanada due to a lack of response, I missed my flight to London. This situation was distressing as I risked being stranded in London without a visa and no alternative tickets in place. In the midst of this chaos, Lufthansa assured me that the flight to Frankfurt was operating without any issues, leaving me in a predicament as my friends were able to proceed with their journey. I urgently need to arrive in Toronto by November 8th for a significant event, and I am hopeful for a resolution, whether through new tickets or a refund.

I would like to cancel our flight booking with reference number [redacted]2 and request a refund for the full fare. We are traveling from Manila, and the flight from Vancouver to Calgary is our connecting flight to our final destination. Unfortunately, my 72-year-old mother was advised by her doctor not to proceed with the trip due to her health. Cathay Pacific has cancelled our flight without any cancellation fees and mentioned that they will reimburse the full amount of our fares. I tried to find your email address to provide the medical certification but could not locate it. I understand this is an unusual request, and I appreciate your understanding. I look forward to hearing from you. Thank you and best regards.

I'm writing in regarding the incident that occurred on my flight AC411 from Montreal to Toronto on November 7th. Unfortunately, upon arriving in Bermuda on Saturday, I discovered a notification in my luggage stating that CATSA/ACSTA had removed some "dangerous goods." The reference number on the notification is AC [redacted] YUL. I am unsure about what specifically was removed, so I kindly request clarification on this matter. My name on the ticket was Heather Robinson, and the Booking Reference number is KNXEHA. Thank you for your attention to this issue.

I reached out to your customer service hotline at the end of September to request a copy of my receipt for a flight that was rescheduled on September 11th. It has now been about six weeks, and I have yet to receive the requested documentation, which is quite frustrating. I am in urgent need of this receipt as it is linked to a company credit card that requires all transactions to be documented within 45 days, or the card could be canceled. The booking reference for the flight is PUC8LI, and the ticket number is [redacted][redacted]. Today, I attempted to call for an update, but due to the high call volume caused by weather problems, I was unable to get through. Please reach out to me promptly at [redacted] or on my cell at [redacted].

Recently, I reserved a flight for myself and three family members from Toronto to Fort Myers in Florida. Two of my family members have mobility challenges, so I arranged for wheelchair assistance. However, upon check-in at Toronto Pearson Airport, we were misdirected multiple times before finally being assisted to the gate. In Fort Myers, there was initial confusion with the wheelchair service, including a delay in helping my family members and an uncomfortable situation with the staff. The return trip from Fort Myers included better service, although at Pearson Airport we were informed that only one wheelchair was available, leaving one family member to walk. This lack of adequate wheelchair support from Air Canada was disappointing, especially compared to previous experiences with budget airlines. The inconsistency in service has made us reconsider booking with Air Canada in the future.

Hello, my name is Romanus M. We departed from Cancun on November 15 at 2:30 pm with a connection at 8:55 pm to Sault Ste. Marie on Flight No. AC [redacted]. At 7 pm, I noticed a delay in the flight status and upon inquiring at the AC desk, they mentioned a mechanical issue. The departure times were changed multiple times through emails - 5:32 pm departure was moved to 10:25 pm, then to 00:50, followed by 1:25, and finally departed around 1:50 am, leading to a total delay of 4 hours and 55 minutes. Although we received a $30 meal voucher and a promotional savings code, the delays and conflicting reasons were frustrating, with some passengers speculating that flights were delayed to fill capacity. This experience has left us dissatisfied and hoping for further compensation. We have been loyal AC customers and hope for a satisfactory resolution. Thank you for addressing our concerns. Romanus M.

I am looking to talk with a customer service or accident claims representative. Karen from Be Live resort in the Dominican Republic mentioned that a case file had been opened and advised me to contact Air Canada upon my return to Toronto, Canada. I have been attempting to get in touch to address this issue. Kindly arrange for a representative to reach out to me for a discussion on this matter. Reference number: [redacted]3.

I noticed an unauthorized charge on my Mastercard statement for a flight from Smithers to Kamloops. The booking reference is invalid, and I haven't made this booking. I have been unable to find any details on Air Canada's website due to the incorrect reference number. I've tried contacting them multiple times by phone to resolve this issue, but have had no luck. I even went to YYD in person to confirm my actual booking, which is in place, unlike the one I am being charged for. I will be sending a fax to escalate this matter and am requesting a refund for this unauthorized charge on my credit card.

I was scheduled to fly to Vancouver today with booking reference S42RM5. I had purchased two tickets, one for myself and one for my cello. Unfortunately, I cannot make the flight as my partner is hospitalized, and I am the only one to care for them. I have tried to contact customer service for four days with no success. When I visited the airport, they noted in the system that I wouldn't be traveling. I have basic tickets but due to my partner's health issues, I'm hoping to receive credit for future travel with a hospital letter. I am seeking guidance on how to proceed since I cannot reach a representative. Thank you for your assistance.

I recently experienced a loss in my family, and I need to arrange a bereavement flight for my sons to attend their grandfather's funeral. My previous experience with Air Canada indicates that I must call to make this booking rather than using their website. I am looking to book a flight from Charlottetown, PEI to Ottawa, ON departing on November 29th in the morning and returning on December 1st in the evening. My sons traveled a long distance by car for their grandmother's funeral, and I want to make this trip easier for them. I have all the necessary information ready. Thank you for your assistance. - SC

I am reaching out regarding my upcoming flight booking on Air Canada Flight #[redacted] from Sandspit to YVR on January 14th, [redacted]. My dog will also be accompanying me on this flight, traveling in the hold in a crate. I need to correct the weight information I provided to Air Canada for my dog. I have been unsuccessful in updating this information online or through phone support. The accurate weight for my dog is 43 lbs, while the crate weighs 15 lbs. I kindly request your help in informing Air Canada of these correct details. Thank you for your support in resolving this matter.