Air Canada Customer Service Issues

Hello, approximately a month ago, I traveled from Warsaw to Montreal with Air Canada, including a connecting flight in Brussels. My luggage exceeded the weight limit by 3 kg, resulting in a [redacted] euro charge. Initially, Brussels Airlines informed me that the charge was in line with Air Canada's policy on overweight baggage fees. However, upon further investigation, I received a notification from Brussels Airlines explaining that they applied their policy because the first carrier on the ticket has the freedom to transfer baggage rules to other airlines in the itinerary (MSC). As I bought my ticket from Air Canada, I believe the luggage fees should follow your policy or be transferred to Brussels Airlines. I am seeking clarification on how pricing works in this situation and would appreciate it if you could reach out to me for further information. My flight numbers were from WAW to BRU SN2560/[redacted], and from BRU to YUL AC [redacted]/[redacted] on October 17th. Thank you in advance. - Stasha.

Dear Air Canada, I am disappointed by the lack of response to my previous message. On November 7, [redacted], my flight AC [redacted] was delayed from its original time of 11:35 A.M. to 12:50 P.M., and we did not depart until 2:30 P.M. The onboard food supply ran out, leaving us dissatisfied. Upon arrival in Toronto, our baggage was delayed by 45 minutes, and when I inquired about it, an Air Canada supervisor ignored me and walked away. This experience was below the standard I expect when flying to Toronto/Montreal, where I travel twice yearly. I hope to hear back regarding these concerns. Thank you, Mel Z.

Hello, I am frustrated with the lack of success in contacting Air Canada. Luckily, this was not an urgent matter. My son in Canada also faces difficulties reaching them due to high call volumes, receiving a message that they cannot call back. I attempted various customer service numbers provided on the website, such as [redacted] [redacted] [redacted] & [redacted]2 from Australia, but they are always busy. I emailed with case number CAS-[redacted]-P1P9R4 inquiring about changing my son's return flight date from 30/4/[redacted] to 31/05/[redacted] and the destination to Oslo for a family holiday. Unfortunately, they directed me to call instead of addressing my query. I also tried calling a different number from the website, 1-[redacted], but it was deemed invalid. I am unsure if there are any tips for getting through or an alternative number to try. This poor customer service experience inclines me to avoid Air Canada due to possible understaffing. Thank you.

I recently traveled with Air Canada and unfortunately missed my connecting flight due to a 2-hour delay caused by a technical issue. Despite having a 3.5-hour layover, I encountered challenges with accessibility assistance as I requested a wheelchair due to a temporary disability. My experience with Air Canada's service upon arrival was disappointing as my request for assistance was overlooked. My booking number is BTWNKW with United Airlines. I am seeking reimbursement for the expenses incurred from rebooking my flight that was missed. The flight details are as follows: November 12 United Airlines BTWNKW Departure from SFO at 7:05pm Arrival in DEL at 3:45am on Thursday, November 14 November 14 Departure from DEL at 7:15am to KTM on IndiGo 45 The fare difference for rebooking amounted to $[redacted].73. I hope to receive prompt assistance and a resolution to this matter soon.

Upon arriving at Newark airport from Australia via Vancouver with my family, including my son who requires a mobility scooter due to a terminal illness, we encountered an issue. Air Canada left my son's scooter behind in Vancouver, impacting our plans. The staff's lack of concern was disappointing, stating the scooter would only arrive the following evening. I wonder if they could have expedited its delivery on another airline and provided a temporary wheelchair. Despite assurances of its imminent arrival, today's activities were limited due to my son's mobility constraints. As we head to Philadelphia for Thanksgiving, a planned event to mark their 100th anniversary parade, what was meant to be a dream vacation has been marred by mishandling. While I acknowledge that issues arise, effective solutions can be sought. Looking forward to our upcoming Caribbean cruise from New York, hoping for a smoother experience. Thank you, Carol Murray.

Hello, I need assistance with locating my booking ID to check in. I made the booking through American Express and the booking ID is JYYYZL. The flight is scheduled for November 28, [redacted], at 5:35 on AC557 for Craig & Jackie Keegan. Could you please provide me with the booking ID so I can check in for the flight and set up alerts using AeroPlan? I am currently in Australia. If you need to discuss this further, please contact me at +[redacted]9. I have also received 4 surveys regarding the resolution process from Air Canada, but I have not heard anything back from them and all 4 surveys have failed to provide any assistance.

I received an email from Air Canada advertising a Black Friday flight in Business Class for $[redacted] on December 15, [redacted], with 2 stops. The route is from Nanaimo, BC, at 17:20, connecting in Vancouver and Toronto, arriving in Grand Cayman around 1:00 on December 16, [redacted]. I encountered issues booking online and tried contacting AC customer service without success. I even emailed them but have not received a reply. We usually have a smooth flying experience with Air Canada, especially regarding wheelchair assistance for my husband, R.T. Frustratingly, I had to seek help from Flight Centre, paying a higher price of $[redacted] for a flight with 3 stops, longer layovers, and a different date. I'm reaching out to Air Canada to change our booking to the original Black Friday offer, which is more convenient for us. Thank you in advance for your assistance. Best regards, M.T.

We checked in our luggage for the flight to New York at gate 97, scheduled for 8 AM. Upon arriving at the gate, we were informed that our luggage was not on the airplane, preventing us from boarding. We were instructed to take a later, full flight, causing us to miss our cruise scheduled for November 9. This unfortunate event led us to incur additional costs for a flight to Aruba, the cruise's first stop. We kindly request reimbursement for the flights and luggage expenses incurred due to Air Canada's misdirection, resulting in a delayed arrival for our cruise. We, Raysa and David Kofsman, Canadian seniors, appreciate your attention to this matter. If needed, please provide a contact number for further clarification.

I have been attempting all week to modify a flight, solely adjusting the date from December 13 to December 15 on AC451 from YOW to YYC for my multi-city trip with booking reference RPSMR5. I originally had booking reference KTHZPZ, but it seems to have been changed to RPSMR5 by Air Canada, which I found confusing. After multiple attempts to contact Air Canada through their voice line and submitting three web requests without any response, I also spent significant time on hold twice for half an hour each time. Unfortunately, I have not received any confirmation that my web requests have been acknowledged or read. I am irked by the lack of communication with Air Canada and hope to resolve this issue swiftly as I had paid extra for flexibility with changes on my ticket.

I am unable to board my flight to Madrid via Munich tonight even though I arrived on time. My flight has been rescheduled for 10:00 tomorrow night. I have to check out of my hotel by 11:00, leaving me with eleven hours without accommodation. I require a quiet place to work during this time, as I have important meetings tomorrow that I will now miss. I am requesting access to the Maple Leaf Lounge during the day to have a space to work during the 11-hour gap caused by an Air Canada delay that was beyond my control. Thank you.

Michael Coutts, a frequent flyer with AIR CANADA, is currently in New York and has severe GOUT, making it hard for him to walk. He will be returning to Canada from La Guardia Airport on Tuesday, December 3rd on flight AC [redacted] at 14:00. Could you please arrange for a wheelchair to meet him at Terminal 1 upon arrival and assist him to where I will be waiting? I deeply appreciate your help for this valued customer. I am thankful for finding this page and for your company's human touch. Thank you, and God bless you. Looking forward to your prompt response, Myra F., another customer of yours

I require Air Canada to facilitate the transfer to the Lufthansa flight. Initially, my spouse and I were scheduled to fly with Air Canada, but due to a glitch, we were rebooked on Lufthansa for the flights. The arrival flights were successfully transferred, allowing us to reach Italy, but Air Canada mistakenly overlooked my return flight and did not reprocess it with the other airline, unlike for my spouse. Presently, the other airline has assigned a seat to my spouse but has not included me in their system. We are in need of assistance to "exchange Graham's ticket and reissue," as indicated by the other airline.

We purchased round-trip tickets for our son from Toronto to San Francisco, flying in August and returning in December for Christmas. When we booked the tickets, he held a Chinese passport and Canadian PR card, which we used for booking. Since then, he has obtained Canadian citizenship and a Canadian passport. We are unsure of the steps he needs to take to board the flight back to Toronto. Thank you for your help!

I enjoy using Air Canada vacations as I can conveniently depart from North Bay, Ontario. However, when booking online, I notice all departures are listed as leaving from Toronto. How can I book a vacation with Air Canada vacations and include the connecting flights from North Bay to Toronto and back? I assume I will only be charged for the connecting flights from North Bay to Toronto and not the more expensive direct flights between the two cities.

I am extremely frustrated. I reached out to you around 2:45 pm today with the code [redacted], and I am still waiting for a callback. It is imperative that Air Canada demonstrates compassion by assisting Michael Coutts, a loyal frequent flyer, with a wheelchair upon his arrival on flight AC [redacted] at Pearson's terminal 1 on Tuesday, December 3, [redacted], at 14:00 hrs. The request is genuine. I do not have the 6-character reference number at hand, but I urge you to simply check the passenger list. If Michael is listed, kindly respond with a 'yes' and show your understanding. Thank you, and may whoever handles this request with empathy and flexibility be blessed. Life is not always clear-cut; there is often a gray area that must be acknowledged.

I flew from Montego Bay, Jamaica to London Heathrow on November 18, and my return flight is booked for December 5. I came to the UK for the funeral of my two sisters, who passed away. I have some remaining tasks as the next of kin for one of my sisters. I am seeking to reschedule my return flight to Thursday, December 12. My name is Dorothy Miller, and my ticket number is [redacted][redacted]. You can reach me at [redacted]

I recently booked a flight to the UK, but within less than 48 hours, I received an email informing me that my outbound flight has been changed to an unacceptable option. I have attempted to contact Air Canada multiple times without success, leading to a frustrating experience. While my travel plans may not be imminent, other arrangements hinge on my journey to the UK, thereby making it crucial to address this issue quickly.

Subject: Request for Documentation of Flight Cancellation and Rebooking To Whom It May Concern, I am writing to request official documentation confirming the cancellation of Flight # AC7735 on 11/30 due to weather conditions, and our subsequent rebooking on Flight DL5457 for Tuesday morning. Despite being instructed to await an email notification at the airport, we did not receive any correspondence. Therefore, my husband arranged the rebooking over the phone and now we require written confirmation for our records. A sample email or letter format similar to the one provided would be greatly appreciated for our records. Thank you for your prompt attention to this matter. Sincerely, [Your Name]

On November 19th/20, I contacted refund services in relation to two flights we had to cancel due to the sudden passing of my husband's brother who had no spouse or children. We remained behind to handle his funeral arrangements, clear his apartment by month end, and manage his financial affairs. I submitted the Death Certificate at that point. I am seeking clarification on whether my circumstances warrant a full refund. If not, I will explore alternative options. The claim identification number is [redacted] and the confirmation number is 9e84fc873246.

I have a flight booked with Air Canada departing on Dec 10 and returning on Dec 28. A month ago, I received an email from Air Canada informing me that my return flight had been rescheduled to Dec 29. I contacted Air Canada immediately to make arrangements and had to adjust other travel plans, incurring additional expenses for flight extensions and hotel accommodations. Unfortunately, Air Canada did not offer any compensation for these inconveniences. Just a few days ago, I received another email stating that my return flight date has been changed AGAIN, now just 10 days before my departure. The flight has been pushed back by 2 days from the original date, causing significant frustration. I believe we should be compensated for the added expenses we have already incurred due to these sudden changes.