Air Canada Customer Service Issues

I, Xiaoqing Gu, recently made a flight booking for my mother, Shifen Gu, on the Air Canada website. Unfortunately, I encountered an issue where I was double charged for the ticket. Initially, I made a payment with my CIBC credit card, but due to an error message during the transaction, I attempted the booking again, this time using Paypal, which is also linked to my CIBC credit card. The second attempt was successful, and I received a booking confirmation email with reference number R6XIB9 and ticket number [redacted][redacted]. However, upon checking my credit card statement, I noticed the duplicate charge with a different ticket number [redacted][redacted]. When attempting to contact Air Canada at 1-[redacted], I was unable to reach anyone. Therefore, I am seeking assistance here to request a refund for the duplicate charge.

I made a booking for a flight through Vayama.com this morning at 10:30 am and promptly received Booking Acknowledgment - VUS[redacted]0 at 10:51 am. I was headed to Caribe Tour to catch a bus to Puerto Plata International Airport. However, things took a turn when I received a cancellation notice from Vayama at 3:54 pm without any explanation while already en route to the airport. I find myself stranded at POP Airport since 7 pm, urgently needing a flight. Despite showing proof of purchase to airport staff, my funds have not been refunded to my Visa Debit account. I kindly request authorization for boarding the available flight departing around 2 am, as I must return home for school commitments, especially considering my military status and having my military ID on hand. Your assistance in this matter is greatly appreciated.

My flight to Toronto, AC8831, was canceled due to weather conditions. I had a connecting flight to Denver scheduled to arrive at 9:59am on January 12th. Given the cancellations to Toronto flights until 15:15 on January 12th, I am interested in possibly transferring to flight AC7991 heading to Denver, my final destination. There seem to be available seats on this flight, and I require 2 seats for myself and my daughter, Amelia Beaulieu. I would appreciate any assistance in accommodating this request promptly. Flight AC7991 departs YUL at 7:45am, so I would like to secure our seats with ample time. I have been attempting to contact customer service for over 2 hours without success. Thank you for your attention to this matter. Sincerely, Annick Beaulieu.

I recently noticed that Air Canada's updated online booking platform seems to have altered the format of double surnames by removing the space between them. This is concerning as it does not match the layout on my passport. Additionally, I observed that the system is removing spaces from first names that include them, which also does not align with the information on my passport. It is important that names on reservations match official documents such as passports accurately, and these discrepancies are worrisome. I would appreciate it if Air Canada could address and rectify this issue promptly. Thank you.

I traveled from London to Toronto on January 7th. Unfortunately, in the Toronto airport, we received wrong information regarding baggage claims which nearly caused us to miss our flight. After seeking clarification, we were given different information. Despite being initially told we were too late to catch the flight and having to re-book along with many others, an agent later informed us that our plane was still loading. We had to rush to make the flight, accompanied by two children, which made it a stressful and exhausting experience. While the flights were satisfactory, the service at the airport appeared disorganized and inefficient. -John McKay

Good afternoon Air Canada, I misplaced the email below that contained a coupon code which may have expired. I am planning a trip from Toronto to Tampa via Dunedin and would like to fly with you. Could you kindly re-issue the coupon code for me? Thank you in advance for your understanding. Best regards, Frank G. --- Dear Mr. G., Thank you for reaching out to us regarding your recent experience. We apologize for any inconvenience caused and appreciate your feedback. Your concerns have been forwarded to our Management Team for their attention. As a goodwill gesture, we are pleased to offer you a one-time 15% discount on your next booking at aircanada.com. Your unique Promotion Code is CWKBJ7A1, which can be used within the next year for a new booking on eligible flights. We hope to have the opportunity to serve you better on your future travels. Warm regards, Vicki K. Air Canada Customer Relations

We booked a family trip for April [redacted] back in October [redacted]. Recently, we received notice of significant flight changes that are now causing issues for us. Our booking reference is TWJ6IW. I had a poor experience with a service representative during this process. The new flight time requires us to leave 3 hours and 45 minutes earlier, which is challenging for my child who has a cognitive disability. She struggles with sleep due to ADHD, and this change means she will be traveling nearly 24 hours without proper rest. Despite these difficulties, Air Canada has not provided any compensation options other than a refund. I believe some assistance or accommodations, such as seat upgrades or free luggage, could have been offered given the circumstances. I am disappointed with how this situation has been handled. If anyone can offer support or guidance, please reach me at [redacted] or at work at [redacted].

I am reaching out to address the cancellation of Air Canada flight[[redacted]] with booking reference [[redacted]4]. The flight from Raleigh/Durham, NC (RDU) to Toronto (YYZ) was unexpectedly canceled on January 1, [redacted], disrupting my itinerary onwards to Calgary (YYC). Despite extensive efforts to contact Air Canada and encountering no response, I resorted to assistance from CheapOair. They facilitated a new booking for a flight on January 2, [redacted], incurring a cost of [redacted].20 Canadian Dollars for an international call. According to the cancelation and denied boarding regulations, I am seeking compensation of $1,[redacted] USD per traveler for a delay exceeding 9 hours upon arrival. I anticipate receiving this compensation within the next 14 days. In the event of no response within the specified time frame, I will have to pursue legal recourse. Sincerely, Luma AL-Taae

I had a family medical emergency before my Air Canada flight on January 19, [redacted], booked through Aeroplan. I tried to contact both Aeroplan and Air Canada online and by phone multiple times without success. Aeroplan's online flight change option didn't work, and my calls with both Aeroplan and Air Canada were consistently dropped after 2 hours and 15 minutes. I have evidence of my last attempt with screen captures on my iPhone. I am frustrated and need Air Canada and Aeroplan to refund me for the flight. HELP!

I'm currently on Flight AC [redacted] from Boston to Toronto, with a connecting flight on AC185 to Vancouver today, January 20th. During online check-in, I opted to upgrade to Premium Economy for the second leg of my journey. However, my payment was declined using two separate credit cards, despite both having sufficient funds. At Boston airport, staff directed me to a kiosk, but I encountered the same issue. Interestingly, my friend, who is not a gold member like me, had no trouble upgrading. I tried contacting customer service but faced difficulties reaching them. I'm hoping to resolve this issue before reaching Toronto.

I had a flight scheduled for November 20th from Vancouver to Las Vegas under booking code AEZDAZ. On the evening of November 19th, I received an email from Air Canada informing me of the cancellation. I immediately had to make other arrangements. Later that night, I got an email mentioning a rebooking under UJ307N. Despite continuously trying to reach them by phone every 15 minutes, I couldn't get through as all the agents were busy. I attempted to cancel online without success using the old booking number, and the new one wasn't available until after the flight departed on November 21st. Eventually, I managed to cancel online, but I'm uncertain if it was for the flight under AEZDAZ or UJ307N. The return flight from Las Vegas to Vancouver booked for February 1st under the original booking code was not canceled. I require assistance to cancel this flight to obtain a refund. Please assist me in resolving this issue. Thank you for your help.

I had a flight booked for November **th from Vancouver to Las Vegas under booking code AEZDAZ. On the evening of November **th, I received an email from Air Canada saying the flight was cancelled. I was then rebooked under UJ***N. Despite trying to cancel by phone and online, I couldn't reach anyone until later. Eventually, I managed to cancel the YVR to Las Vegas portion but not sure under which booking number, AEZDAZ or UJ***N. The return flight from Las Vegas to YVR on February *st was never cancelled. I need that cancelled for a refund. Please assist with cancelling any flight still booked under AEZDAZ or UJ***N in my name for February *st from Las Vegas to Vancouver. Thank you for your help.

I am having issues upgrading my Air Canada seats booked with Aeroplan points. Despite multiple attempts to call reservations, I have been unable to reach anyone due to long wait times. When trying to make changes online, I receive an error message stating the booking was completed elsewhere. I am seeking advice on how to resolve this frustrating situation. Thank you, Sheila.

As a goodwill gesture, Air Canada kindly provided us with a 20% discount promotional code for a future booking. The code is valid until June 26th, [redacted]. We intended to use the code for a trip in May [redacted], but due to my husband's recent quadruple bypass surgery, he won't be able to travel for about 8 months. We would like to use the discount for a trip in September [redacted] instead. We have previously enjoyed traveling with Air Canada and Rouge, and appreciate the discount offered due to a past issue. We hope to receive clarification on whether we can still use the code for a trip in September [redacted]. Thank you for your assistance. Violet

Hello, I had a disappointing experience with customer service today. The representative I spoke with, Zohal or Joelle, was unhelpful and didn't address my concerns. I waited on hold for 1 hour and 30 minutes, only to receive unsatisfactory service. When I requested to speak with a supervisor, I was informed they do not take calls. The call took place around 2:15 pm. After asking for her information, she abruptly ended the call, providing minimal assistance. For a large corporation, this level of customer service is unacceptable. I hope that Zohal or Joelle can undergo additional training to improve the quality of service provided. Thank you for addressing this issue.

My recent trip to Vancouver and Honolulu on Jan 13 and returning on Jan 23/24 was marred by a series of flight delays and cancellations. Despite informing Air Canada directly during booking that I had recently undergone surgery and could not endure long waits at the airport, no special provisions were made. In Honolulu, we spent five hours waiting to check in, and in Vancouver, we faced over six hours of delays. This disruptive start to my vacation significantly impacted my ability to enjoy my time away and has taken me several days to recover from the physical strain. Even my cousin, who does not have the same health issues as I do, experienced discomfort and exhaustion due to the prolonged waiting times.

While checking in for my flight AC1736 from Liberia, Costa Rica on January 26, I was informed that I couldn't upgrade to business class due to it being sold out. However, upon boarding, I noticed at least four empty seats in business class, which the onboard crew confirmed were available all along. Additionally, during check-in, I was alerted that I could only board if I refrained from consuming alcohol during the flight. This made me feel upset and embarrassed. This incident seems related to me having a small bottle of vodka on a previous flight and taking a few sips after a significant delay. Despite being a frequent flyer with Air Canada for over 30 years and having various elite statuses, I've never faced such an issue before. I hope this matter can be resolved as it's unfair to have this impact my future travels with the airline. Thank you for addressing this concern. Respectfully, BB.

I purchased a ticket to Australia in December [redacted] using Expedia and enrolled in Aeroplan for points. I recently requested missing miles but my claim was denied. I wonder if booking through Expedia impacted this decision. Must I book directly with Air Canada to earn points? I'm disappointed, and transparency could have influenced my airline choice. I plan to travel to Australia in April [redacted] and was considering your airline, but if I can't earn points, I might opt for another carrier. Please provide clarification promptly. Thank you. Robyn W. (Aeroplan member [redacted]76)

I have two important issues to address. My friend, Mariana Perlman, and I, Rachel Stetter, traveled from Singapore to Tokyo to Toronto on December 21, [redacted]. We made the booking through an Air Canada agent with the booking reference PV3281. However, to our surprise, the flight from Singapore to Tokyo was in economy plus instead of the business class we requested due to our health conditions. Additionally, the flight from Tokyo to Toronto was delayed by 8 hours on December 21, [redacted] (AC002 from HND to YYZ). Mariana submitted a complaint on behalf of both of us and received a $[redacted] reimbursement, which I did not receive. I am confused about why I was not reimbursed the same amount. Furthermore, during my conversation with the agent, I was assured that it was an all-business class booking, but I ended up in economy plus from Singapore to Toronto. Best, Rachel Stetter

I recently received a flight change for my journey from Sydney to Toronto on April 4, [redacted]. Originally scheduled for 10:55 AM, it has been rescheduled to 10:00 AM, creating a tight connection with my inbound flight VA140 arriving at 9:15 AM. This is the second time AC34's time has changed, causing complications with my travel plans. I had to rearrange everything once due to the first change, and now with the new 10:00 AM time, my connection is at risk. I hope I don't need to go through the process of finding a new flight from Auckland, NZ, as I had everything perfectly arranged from there to Toronto. The previous AC34 time change already disrupted that connection, and now I am facing a new challenge. Thank you, David Cotton.