Air Canada Customer Service Issues

I was traveling from the Cayman Islands to Pearson Airport when our flight was delayed by 4 hours. Additionally, our connecting flight from Pearson to Windsor was canceled. The Air Canada representatives at Pearson Airport were not very helpful in assisting us with alternative arrangements to Windsor. We had to find our own way to the train station and purchase train tickets to get home, resulting in additional expenses. We are requesting reimbursement for the canceled flight to Windsor, our subway tickets, and the train tickets. Regards, Tony M.

We have a flight scheduled to leave Fort Myers at the end of March. My wife, in her late 70s, and I, in my 80s, are worried about the risk of infection due to the coronavirus outbreak and our age. We are particularly concerned about the close quarters of an airplane. We would like more information about any screening measures at the airport and are considering cancelling our flight. I am reaching out here since Air Canada is currently unable to take calls.

I have been unsuccessful in obtaining my Air Canada credit refund despite my efforts. I urgently need to reschedule my flights for next week as the prices are increasing. However, I was given no alternative dates for flight changes, even though there were openings for new bookings. Consequently, I had to cancel for a full refund in Air Canada Credits. It has been 48 hours since the cancellation, although the processing time was supposed to be 24 hours. I fear that I may have to pay more for my flights now. I have attempted to contact their Customer Service team numerous times. During one successful call, I was put on a 2-hour hold before the call was disconnected. Upon trying to reconnect, the lines were busy and I was unable to hold.

I need assistance changing my flight from London Heathrow (LHR) to Montreal (YUL) on Sunday, March 15th, [redacted], to Sunday, March 22nd, [redacted], or a later date. I attempted to modify my booking online by selecting "my bookings," but encountered issues when trying to proceed after finding the option to change my flight. Upon inputting the necessary information, an error message appeared stating, "We can’t seem to find flights that match your search criteria," despite following the prompts to try different options. I have also called multiple times without success. With my departure less than 48 hours away, I am eager to resolve this matter promptly. Thank you for your assistance.

I have been attempting to contact an Air Canada representative for days regarding the cancellation of my family's travel plans due to the coronavirus outbreak. Despite numerous attempts, I have not been able to reach anyone, so I am seeking assistance here. The flights were scheduled for March 10 to Tampa, with a return on March 22. Additionally, my son, M. Crichton, and his family were meant to travel on March 14 and return with me on March 22. I, being 71 years old, was advised not to travel due to the rapidly worsening situation. My son, who works at a long-term care facility, was instructed to cancel all non-essential travel, preventing him from going to Tampa. The flight bookings were made by another son, and the potential reference numbers are KNWJJ5, L636ZR, TV7TOY, and RSYLLM. I urgently need to speak with an Air Canada representative to understand our options in this distressing situation with our family trip being jeopardized. It is disheartening that assistance is unavailable when needed the most.

On March 13, [redacted], Flight AC1607 from Fort Lauderdale Int'l Airport (FLL) was delayed multiple times and finally canceled. Air Canada's representatives at the ticket counter failed to assist customers due to new regulations from the Canadian Government. No information or support was provided, leaving passengers without accommodation, meals, or transportation. It was a frustrating experience with no one taking charge at FLL. How can a formal complaint be submitted and to whom? Air Canada's customer service only offers automated responses without access to a live person. - Luigi M.

Dear Sir/Madam, My name is Shu Chen from Shanghai, China, and I am a Canadian citizen. I have purchased a return ticket from Shanghai to Toronto for April 13, [redacted], due to my urgent need to be in Canada by the end of April. The return flight I am booked on is AC0028 from Shanghai Pudong International Airport to Toronto Pearson International Airport. I am uncertain if the AC0028 flight will be canceled on April 13. If it is, I will need to reschedule my return to around April 20 this year. I kindly request your assistance with this matter and appreciate prompt clarification. Please feel free to reach out with any further inquiries. I eagerly await your response. Best regards, Shu Chen

My husband and I bought one-way tickets to Ft. Lauderdale, FL for a trip on April 18th to embark on a Europe cruise on April 19th. Due to the coronavirus pandemic, we can't travel as planned. My husband, age 86, has serious health issues making him more susceptible to COVID-19. I am 71 and we are both high-risk individuals. The Canadian government advised against unnecessary travel. We need to postpone our trip with no specific future date due to the unpredictable situation. We fear losing the money we paid for the tickets and need guidance on how to proceed. We are retired and can't afford to lose the entire ticket cost. Our booking was done online, and despite trying to address this on the website, we haven't found a solution. Your assistance is greatly appreciated.

I am requesting a full refund for my flight booking with a reference code ALLH55. I received an email notification that due to the grounding of Boeing [redacted] MAX aircraft by Transport Canada, my upcoming flight from Pointe-à-Pitre to Montreal with Air Canada has been impacted. The email outlines options available to passengers, including a 15% off promotional code for a future booking, rebooking on another flight within 90 days without change fees, or cancelling the flight for a full refund. I appreciate the alternate arrangement made to ensure my travel plans, but I would like to proceed with the cancellation for a full refund. The email mentioned contacting Air Canada Reservations at 1-[redacted] for cancellations or rebooking, which I will do.

Good evening, This is an urgent matter that requires immediate attention. I purchased a ticket for my son, Christopher Randal Beck, to travel from London to Washington DC. Even though he was meant to be rerouted to Dulles airport due to recent travel in Spain, he was not. Upon reaching Montreal, it was realized that the protocol was not followed, and he was sent to Newark, New Jersey, which is far from Reagan airport. He is now unable to purchase a ticket from Newark to Reagan. I believe the responsibility lies with the airline to rectify this situation. I am requesting assistance in arranging transportation for him from Newark to Reagan or Dulles. If this cannot be done tonight, I ask that he be accommodated in a hotel until a suitable flight can be arranged back to Reagan. I have also purchased flight insurance, which I hope will be of help in this situation. He will be arriving on flight AC [redacted]. Any help in resolving this matter promptly will be greatly appreciated. Sincerely, Eileen Beck

Good evening, This is an urgent matter and needs immediate attention. I purchased a ticket for my son, Christopher Randal Beck, from London to Washington DC. He was supposed to be rerouted to Dulles airport due to travel from Spain, but he ended up in Newark, New Jersey. He now needs a ticket or guidance to get to Reagan or Dulles airport. He is stranded and unable to afford the extra flight due to this redirection error on your part. As I have bought flight insurance, I expect assistance with this matter. Please provide a solution promptly. Thank you for your attention. Kind regards, E. Beck

We have a booking for March 28th from Lima to Montreal and then to Frankfurt. Due to the recent developments with the coronavirus in Peru, we are looking to reschedule our flight to depart on March 17th or 18th. Since Peru is restricting flights to and from Europe, we are concerned about our travel through Canada to Germany. Can you provide information on whether we would be allowed to enter Germany if we transit through Canada? Our booking details are as follows: Travel2be: Passenger 1: Kristina Marr (Passport: CG032FP36) Passenger 2: Timo Marr (Passport: CHR702KTX) Booking Number: AC/TDEALW eDreams: Passenger 3: Laura Marr (Passport: CHR70F4T8) Passenger 4: Alexander Marr (Passport: CHR7WCWVK) Booking Number: VV56ZY eDreams Booking Number: [redacted] We appreciate a prompt response. Thank you. Kristina Marr

Hello, I'm Yogendra Gosine-Beroog. I had a ticket booked to travel on March 10, [redacted], from Bogota to Toronto with reference number QKRA8C. I changed my ticket online through aircanada.ca with the assistance of a representative to travel on March 12, [redacted]. Unfortunately, I did not receive an email confirmation. Despite making multiple calls in Colombia and Canada to confirm, I struggled to get through due to high call volumes likely impacted by the Coronavirus outbreak. Subsequently, I had to buy a new ticket to return to Toronto. The new ticket details are as follows: Yogendra Gosine-Beroog on flight AC1945 from Bogota to Toronto with an e-ticket number ETKT[redacted][redacted]. If possible, please contact me at [redacted] or send me an email. I am seeking a refund for the unnecessary new ticket I had to purchase because of the technical difficulties and poor customer service experienced during this challenging time for the airline industry. Thank you in advance, Yogendra Gosine-Beroog

I have a request to postpone my Air Canada flight AC [redacted] on March 23 and return on March 30 with flight AC [redacted]. I am 79 years old and have diabetes, so I would like to reschedule my trip for sometime in April or May [redacted]. I am hoping to receive a voucher for a future flight. It's a bit confusing that Air Canada outsources bookings to a company in California named AIRTKT, which wasn't immediately clear to me as a customer even though I am flying on Air Canada Airlines flight [redacted] on March 23, [redacted].

Dear Sir/Madam, Regarding my wife's air ticket booked with FLYDEALFARE under the name Ms. Shveta Sharma and Booking Reference number WW6TOL on January 22, [redacted] for CAD [redacted] inclusive of all taxes. The travel dates were March 13, [redacted] from Toronto to Amritsar and return on March 26, [redacted] from Amritsar to Toronto. Due to COVID-19, we canceled the trip on March 12, [redacted], and received a refund of $[redacted] the same day. However, the company deducted $50 for cancellation fees and $[redacted] as per their policy, which we find surprisingly high given the current circumstances. While their terms state a standard cancellation fee of CAD [redacted] per passenger, I believe this situation is exceptional as WHO declared COVID-19 a pandemic. I urge Air Canada to reconsider their stance and show compassion towards their customers during this international crisis. Dr. Navdeep Sharma

I am a US citizen who recently traveled from FDF through Montreal on 3/19 and Toronto to MCI on 3/21. While in FDF, I encountered issues reaching AC and airport security informed me that passengers cannot board if they pass midnight in Canada, even during a layover. I presented documents from the Canadian government indicating my final destination in the US, but unfortunately, this was not accepted. As a result, I had to book last-minute alternate flights. The AC website is difficult to navigate, making it challenging to get assistance either online or by phone. Additionally, I had trouble accessing my booking through Aeroplan, as we had to set up a new account and our flights were not showing.

I am reaching out from Australia. I had plans to travel to Canada & Alaska from 7th May to 5th July, which involved 2 Air Canada flights: 1. Booking KBF22S: AC358 on 15th May from Vancouver to Anchorage for $436CAD. Expected refund of around $60. Reservation made on 28th Feb [redacted]. 2. Booking JCV9LD: AC295 on 5th July from Calgary to Vancouver for $235CAD. Anticipated refund of about $30. Reservation made on 18th Jan [redacted]. Unfortunately, my international flights and tours were canceled on 15th March due to COVID-19 and travel restrictions issued by the Australian government. I tried to cancel the Air Canada flights but found the refund offered to be minimal due to the seats being 'basic', and I won't be able to reschedule as I will be in Australia. I was expecting a more compassionate refund considering the current circumstances. Communication with Air Canada has been challenging as there is no provided email address and limited contact options. I am hesitant to call from Australia due to potential long wait times. Can anyone assist in securing a more reasonable refund? Thank you, C.

Subject: Request for Extension of Credit towards New Ticket Booking Reference: [redacted] Hello, I am reaching out to request an extension of the credit period by 1 year for the purchase of a new ticket following the cancellation of my previous booking (see attached confirmation form). The cancellation pertains to my flights from Cancun to Calgary to Vancouver, which were reserved for June 1, [redacted] under Booking Reference [redacted]. Currently, I understand that the £[redacted].80 credit from this booking towards a new ticket is set to expire on May 31, [redacted]. Given the challenging circumstances we are facing, I kindly ask for assistance in extending this timeframe as I do not foresee traveling from London to Canada within the remaining period. I appreciate your support. Best regards, Dan Pistner

Ref. JWOROZ My flight departing on April 9, [redacted], from YXY to YVR on AC [redacted] was suddenly canceled, causing me to miss my connecting flights AC [redacted] and AC [redacted] to Toronto. Additionally, my return flights on April 18th have been changed and my flight times are now mixed up. I had important appointments and family visits planned around this trip, so I urgently need AC to rebook me on flights for April 9-10, [redacted]. I have already taken time off work for this trip. Please contact me at 1-[redacted] or email me at "[redacted]". I'd also like to discuss my upcoming trip booked with CheapOair.com from YXY to EDI on June 25-28, [redacted]. I need to cancel this trip due to the cancellation of my son's graduation in Edinburgh because of the COVID-19 situation. I paid for this trip with Visa on March 8, [redacted], and I would like to know how to get a full refund of Cdn$1,[redacted].69 for the round-trip fare. Thank you. Juanito G. Jose Aeroplan #[redacted] [redacted] [redacted]

Our initial booking was for a flight from CMH to CDG under reference UAV7E4 for Gerard and Irene Jarrett. Due to the escalating virus situation in France, we attempted to return earlier. Despite trying for two days from both France and the US via phone, your website, and chat, we were unsuccessful in contacting you. Consequently, our family had to secure a loan to buy new tickets for Gerard (84 years old) and Irene (79 years old) under booking N2YUT3. We were charged $7,[redacted] for these two one-way tickets. We only intended to modify the original booking date, which hadn't been canceled. The total cost for the CMH to CDG trip is now $9,[redacted]. We kindly request a refund of $7,[redacted] as we couldn't reach you, leaving us no choice but to purchase new tickets. This refund is necessary for us to repay the loan and ensure our financial stability.