Air Canada Customer Service Issues

On flights AC 35 and from Brisbane to Adelaide, two out of three bags were missing upon arrival in Brisbane, with the third bag also being delayed. All three bags were received 26 hours later. Similarly, on the flight from Singapore to Vancouver, two bags were missing and reached Victoria 29 hours later. I am seeking compensation for these incidents, considering we were traveling business class. I have documentation supporting these occurrences as evidence. During the Beijing to Vancouver flight, my wife, seated in 2A, had to be relocated due to a malfunctioning entertainment system. She specifically chose the window seat. I believe Air Canada should acknowledge these mishaps and offer an apology, as it seemed no one cared during the process besides asking for contact information to locate the bags. I am also suggesting that Air Canada compensate us with Aeroplan points for the inconvenience.

I attempted multiple times to book a multi-stop flight online with Air Canada. After successfully booking 3 of the 5 seats, the system stalled and I was unable to complete the booking process. I contacted Air Canada Customer Service twice to book the remaining seats over the phone. The first agent couldn't finalize the booking, while the second agent managed to secure the seats but at an increased cost of $[redacted] from the original online quote just 35 minutes earlier. The inefficiency of the online booking system, the time spent waiting for customer service, and the unjust price increase are all frustrating issues that passengers must endure. It's disappointing to experience these problems, especially without direct access to a person who can address and rectify these concerns. While I acknowledge that Air Canada may be updating its systems, the discrepancies in pricing and lack of resolution for customers only add to the frustration. It seems other airlines globally address these issues promptly to retain their customer base. It would be beneficial if Air Canada could do the same.

I had a flight scheduled from London Ontario to Phoenix Arizona with a connection in Toronto on Dec 31st at 6:00, flight AC1835. The flight was delayed multiple times, causing me to miss my connection. Despite reassurances from staff, I was later informed that I would not make my connection and had to be rebooked for the next day. This resulted in additional expenses for transportation to my son's house in London. I flew out the next morning to Toronto to catch my connection but faced the same issue and had to be put in a taxi to Toronto. Although I eventually reached Phoenix a few hours late, I had to incur extra costs, including rebooking my shuttle. I believe the airline could have arranged a taxi on Dec 31st to prevent these additional expenses. I am disappointed with the situation and feel some form of compensation is necessary considering the circumstances. Thank you.

On December 23, my husband and I booked a flight from Gander, Newfoundland, to Wabash, Newfoundland, to spend Christmas with our daughter. On our return flight, we had an unexpected layover in Goose Bay, Newfoundland, due to mechanical issues. The pilot made three unsuccessful attempts to take off and eventually decided to halt the flight for the night. While we appreciated the prioritization of passenger safety, we were frustrated that we had to wait 27 hours before we could depart Goose Bay, causing us to arrive in Gander at 11 p.m. on the 31st, 25 hours behind schedule. This delay derailed our New Year's plans and incurred additional expenses. I believe that passengers traveling within their own province shouldn't experience such lengthy delays, except in cases of severe weather. Before escalating this matter to the media, we would like to inquire about potential compensation. Thank you for your attention to this issue. - Patsy and Willie J.

Hello, I previously requested the cancellation of my flight from Edmonton to Terrace with booking reference AP8MXA for Jan. 6th. However, I recently received an email prompting me to check in online for the same flight. I just want to confirm that my cancellation request was submitted and that I am eligible for a refund, as previously mentioned. Additionally, I had a return flight booked for Feb. 29th from Terrace to Edmonton with booking number AQRTN5, which I also cancelled on the same date as my first flight. I have made multiple attempts to reach out via phone but have been unsuccessful in reaching your customer service team. The last time I called, I waited on hold for 94 minutes before speaking to a representative. It's frustrating not being able to contact you efficiently. Sincerely, C. Luk

I, D.N., prepaid for a reserved seat on flight AC305 to Vancouver on December 3, [redacted]. Upon arrival at the airport, I was informed that the plane had changed, and my seat reservation was no longer valid without any mention of a refund. I also booked the same flight for my 96-year-old mother, F.N., for Friday, December 6, [redacted], and prepaid for a reserved seat for her as well. When she arrived at the airport, she was bumped from her seat and only after pleading with your personnel for several hours, she was reluctantly accommodated in the last row next to the toilet. The distress caused by this lack of consideration took a toll on my elderly mother, yet no refund or compensation was offered for the inconvenience she endured on her way to her granddaughter's wedding. Despite being aware of your past customer service issues, including lawsuits, I have refrained from publicly sharing this unacceptable treatment of elderly passengers. I anticipate the refunds and a response regarding this regrettable travel experience.

I had a direct flight scheduled for 5:40 am on Jan 4/20 from Kelowna to Vancouver that was canceled upon arrival at the airport. I had to wait until 7:00 am for staff to reschedule, and then had to wait at the airport for another 10 hours until the next available flight through Calgary at 4:30 pm. Originally, my booking was to leave Kelowna at 5:40 am, connect in YVR at 8:30 am to Phoenix, and arrive at my final destination at 12:23 pm on Jan 4/20. Instead, I had to wait at Kelowna airport for 13 hours, fly to Calgary, then to Vancouver (arriving at 10:30 pm), stay overnight in a hotel, and fly to Phoenix the next day on Jan 5/[redacted]. This situation involved extra costs for me, including hotel, food, calls to the States, as well as gas and parking for family members to travel from Yuma to Phoenix two days in a row. Throughout the entire ordeal, there was a complete lack of customer service. I am seeking an apology and reimbursement from Air Canada. Thank you for responding to my parents.

I am seeking assistance regarding a flight issue I encountered. In November, I had booked a flight (Booking Reference: KE8FZZ), which was subsequently altered by Air Canada to a longer and less preferred option (Booking Reference: TDGKS4). My attempts to reach Air Canada's customer service have been met with long wait times and suggestions to call closer to my departure date. This is frustrating as I would prefer to resolve the situation now rather than risk being stuck on a 5-hour longer flight. Another worry is that the contact number provided is supposedly for in-flight emergencies as well. The original flight was at 12:00 noon, but the new one is scheduled for 05:20 in the morning. While my Air Canada account instructs me to call, I struggle to connect with a representative. I kindly ask for a direct number to speak with a customer service agent promptly. Thank you for your assistance.

I was on a flight from Halifax to Cabo San Jose Del Cabo with a connection in Toronto and Mexico City, booked through Air Canada. Upon arrival at Mexico City, I missed my connecting flight to San Jose Del Cabo due to delays and issues at customs. Air Mexico advised me to purchase a new ticket for over $[redacted]. When I finally arrived in San Jose, my luggage was missing, and it has yet to be located. I seek assistance from Air Canada regarding the missed flight and the lost luggage situation. My reservation number is RZKY4V.

Last night, after booking my flight online, I attempted to add my small dog to my Air Canada flight. However, the phone reservation line I typically use, 1-[redacted], isn't allowing me to speak with an agent to add my pet and pay the necessary fee. Despite multiple attempts, the line does not place me on hold as usual. Even the collect-call number for international callers, 1-[redacted], provides the same message from the president apologizing for the inconvenience due to a system update and increased call levels.

I attempted to check in for G. and A. Cosman, using booking reference MHNVY5. During the process, it prompted for an ETA number, which we were not aware of needing for transit through Canada. As the flight is tomorrow, we're unable to apply for one now and the system doesn't offer such an option. Urgently seeking assistance to ensure they can board the plane without issues. Appreciate your prompt attention to this matter. Anticipating your contact.

Hello, I am reaching out today seeking assistance as I find myself in a highly anxious and panicked state. Recently, I bought a ticket with Air Canada less than a week ago for a roundtrip journey from Miami to Shanghai. Unfortunately, I was informed that in order to apply for the necessary travel visa, all travel arrangements must be finalized, including hotel and airline bookings. Consequently, I fulfilled these requirements. Regrettably, Air Canada confirmed receipt of our visas but stated they could only approve them within 72 hours, which poses a problem as my departure exceeds that timeframe. My intention is not to request a refund; I still wish to embark on my trip. I am hoping to explore the possibility of rerouting my journey to Japan instead. I am willing to cover any fare differences that may arise but am deterred by the considerable change fee, which almost mirrors the cost of my original tickets. I am in urgent need of assistance. I want to stress that my goal is not a refund but a revision of my flight destination with potential support in managing the change fee. My apprehension about losing all my funds is substantial. Thank you.

Hello. I have a partially used ticket purchased via Expedia. My return journey from Islamabad, Pakistan to Calgary YYC includes connections in Saudi Arabia and Frankfurt. Expedia directed me to AirCanada for assistance, but they were unable to resolve my issue. I am considering changing my itinerary to fly from London LHR to Calgary YYC, purchasing a separate ticket from Islamabad to London, or cancelling my flight for a partial refund. What steps should I take to address this situation?

Good morning, I am calling on behalf of a friend who does not speak English. She has a reservation for a flight on 2/15/[redacted] from Louisville, KY to Buenos Aires, Argentina with stops in Chicago, Toronto, and Santiago, Chile before reaching Buenos Aires. My question is, since she will be in transit through Toronto, does she need a Canadian visa even though it is just for transit? Could you please advise? Thank you for your support. Sincerely, Guillermo G.

Flight AC #[redacted] from SJO to YYZ scheduled for January 6, [redacted], was delayed until the early hours of January 7, [redacted]. Despite a small food credit issued, being in business class did not provide the expected comfort as there were no blankets or amenity kits. The lack of essentials led to discomfort and possibly catching a cold. A refundable credit or an upgrade to business class on a future Air Canada flight is expected due to the inconvenience. Considerations include compensation or an upgrade for a forthcoming trip to Mexico booked with Air Canada. The experience raises doubts about future travel with Air Canada.

Due to delays on the flight from Toronto to Mexico City, my family and I missed our connecting flight from Mexico City to San Jose del Cabo. Air Canada had arranged the entire trip, but we were not given the boarding pass for the second leg of the journey. We were assured we would receive it at the Mexico City airport, but upon arrival, we discovered the flight had departed. Air Canada advised us to purchase a new ticket through Air Mexico to board the next available flight.

I need help with our return flights from Barcelona to Calgary. Our itinerary (Ticket #[redacted][redacted]/[redacted][redacted]) has been updated to include an extra stop, and we only have premium economy until Toronto, not Calgary. Is there a possibility to either eliminate the additional stop or upgrade to premium economy for the Toronto to Calgary leg? We are open to departing a day later from Barcelona if it means securing a flight with just one stop. Kindly provide guidance at your earliest opportunity.

I am having trouble accessing my tickets for an all-inclusive vacation I booked for Cabo San Lucas from Jan. 12 to Jan. 19 at the Reflect Las Cabos Resort and Spa. After booking on Jan. 7, the link provided for my documents did not work. When I called AC Vacations at 1-[redacted] and selected Reservations, the representative mentioned that Ticketing needs to issue a new link for me to access my documents. I need a new working link to access my travel documents, including air tickets, hotel, and transfer vouchers before my trip on Jan. 12.

I flew with Air Canada on December 20th. My flight, scheduled for 4:45 pm, was delayed until 8 pm, causing me to miss my connection in Halifax. I, a 65-year-old woman recovering from cancer treatment, had to wait 7 1/2 hours at the Halifax airport, sleeping on the floor. The delays continued as we rushed through Toronto and Calgary, pushing my Fort Mac arrival from 12:40 am to 2:30 am on the 22nd. On January 7th, my return flight at 1:10 am was delayed due to mechanical issues with loose screws, keeping us on the tarmac for over an hour. The flight disruptions persisted, leading to a 12-hour wait in Toronto, a missed flight in Halifax, and finally getting a flight to Gander after a pilot delay. These repeated delays have left me disappointed and exhausted, as I usually fly with Air Canada. Thank you for your attention to this matter.

I booked a flight from Ottawa to London UK departing on March 24th and returning on April 7th. Unfortunately, these dates don't work for me, and I would like to reschedule my flight to depart on Friday, March 20th, and return on April 3rd. I contacted Expedia for assistance, and although they were helpful, they mentioned that Air Canada's policy prevents them from making changes to my reservation. I'm aware I didn't choose a cancellation policy, but I'm eager to still use Air Canada for my trip, just on different dates. I hope that Air Canada can consider my situation as an honest mistake by a student trying to make ends meet. I take full responsibility for the error and I'm keeping my fingers crossed for a positive outcome allowing me to proceed with my UK travel plans.