ComplaintsforAir Canada - HQ

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  -Date of transaction: January 29th amount of $2777.04 for 4 people to fly to ********* from ******* NS. -Booked fare from Uplift to do payments because I didn't afford to make the payment in full. -Was looking to maybe reschedule our flight or to see my options upon the website, website glitched and it cancelled my flight when I was only trying to see the amount. -Called Air Canada customer ******************** as soon as I realized (within 2 mins) that it cancelled on me when I did not wish to cancel our flights. -Spoke to Air Canada and they proceeded to tell me that I can't be refunded or they won't give me any credit etc for my account and that only the taxes will be reimbursed. I explained that I did not want to cancel and to please try and keep my flights, proceeded to tell me no and that "even cancer patients don't get refunds" but when I called again and spoke to someone different they gave me hope and said that sometimes people do get refunds in certain circumstances and that customer ******************** will be contacting me within the next two weeks. Two weeks went by and still nothing so I called back and same thing they told me there's nothing I can do about it and that I still have to pay the $2777.04 that I do not have especially for flights that we will not be attending because they have been cancelled on me.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ******* Jan28/24 call to ************* intercepted and thinking it was ************* gave him my booking number.Told one of my flights was cancelled and asked for money to rebookupon not receiving the money he threatened to cancell all my flights.Contacted Air Canada and they assured me that he would not be able to do anything.A note was put on my account to not change or cancell my bookings without my authorization.Went to airport for flight on Feb4/24 got boarding pass and was not able to board plane.was told my ticket was cancelled.Talked with reservation at the customer service desk and she said that my return flight was also cancelled.Left airport and had to rebook all my flights at a cost of $3000+ and flew out the next day.Upon my return found out I got a credit for $994.56 for the outgoing flight and only $57.80 out of 1091 for the return as they said I cancelled it.I did not cancell or ask for any refund on any of the flights.When I went to use the credit on April 8/24 found out it expired on April2/24(was told I had a year to use)Also when checking on the refund of $57.80 it has not been issued to my credit card even though they said it was.I have filed a complaint with AC and to this date have not received any monies and the case has been closed(checked to see online the status) I have sent several emails re credit expiry and refund to the claim # with no response.My additional expenses total $3,49686(rebooked flightsFeb5/24. loss of hotel fee and another fee to rebook a hotel)

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am simply trying to ask aeroplan a question about their terms. I read the terms, I understood it to be one way, however, I do not see those results (mileage applied) Maybe I misunderstood, so I tried to find a number to call, I tried to email, I tried to submit a complaint, I tried to submit a request for review, I tried Facebook, I cannot get ANY acknowledgement. ALL JUST TO ASK FIR CLARIFICATION OF TERMS. I’m not even ask for any exception to anything. I just want to talk to someone after having spent hundreds of dollars on your service. Does it seem right that a company would ask people to spend hundreds to thousands of dollars on a service and then actively set up their we site to discourage and disable contact options? THIS IS INSANE.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  3 flights booked through Air Canadacwwre delayed by over 5 hours causing me to miss meetings upon arrival..plus I never got requested meals. They never offered free accommodation for this .nothing..click appealed on my behalf but only focused on delay from.Montreal when I had 2 others as you can see. Air Can refused to give me refund when it's their fault. Regardless of why it was delayed in ******** they never asked of we want to get off airplane and go home. We were trapped on the airplane for a long time. Then when I arrived in ********* the connecting flight left. Never waited. So over another hour wasted. I want my $ back. *********** that appealed for me said I'm entitled to 80% refund min as iys over 3 hours delayed..first Bruxelles airline did not want to take responsibility.. Poonsm **** ref#CAR ******. Then Air Can **** *** ************** Completely ignored the other 2 delays and justified holding me up innMontreal..horrible service. I would never had booked if I knew this was going to happen. I was only going for a few days.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  my family and I had during our recent journey with Air Canada. On Jan 19th, 2024, my three-year-old son, my wife, and I embarked on a journey from ************* to ********* with connecting flights in ******** and *****. Unfortunately we encountered a series of issues, including a delayed international flight from ***** to *********, which resulted in us missing our connecting flight to ********. Upon arriving in *********, I approached a lady agent to address our situation. After presenting our tickets, she requested us to wait in line late that lady agent provided two options for our next flight either the 4 PM flight to ******* and then to ******** or the 9 PM direct flight to ********. Given our family's exhaustion and the fact that our three-year old was feeling unwell.At this point, the lady agent suggested speaking with her manager, and I agreed. The manager explained that no other options were available, and we needed to choose our next flight promptly to avoid further complications. Despite our request for a place to rest and shower, considering the extended travel and the circumstances surrounding our earlier emergency landing from ***** to ***** on Jan 17th with ***, the manager was unable to accommodate our request due to the less than 24-hour waiting time.After securing our boarding pass by male manager for the 9 PM flight, another lady approached us and stated that we were not eligible for a hotel. The situation escalated when the lady threatened to involve the ***** accusing us of disruptive behavior. Despite my pleas and assurance that we did not require police intervention, she insisted on making the call.Feeling unjustly treated and with no recourse, I decided to purchase tickets for the next day at a significant cost of $1614.79 for my family and our five luggage items. This entire experience has left me deeply dissatisfied and disheartened with the level of customer service provided by Air **********************.

• Initial Complaint

  29/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I bought roundtrip airfare to Egypt on Oct 6th 2023 for $1,124.98 for a trip Nov 1st-Nov 14th 2023. The tour company cancelled the trip due to the war in Israel (next to egypt). I cancelled the flight and received a travel credit. Not knowing if the trip would ever happen I had my credit card company look into getting me a refund instead of airline credit. They determined they could not since the ticket was non-refundable. They released the funds and sent me and AIR CANADA a letter on January 3rd 2024 stating the dispute was settled and the funds have been released to Air canada. The trip got rescheduled for April 2024, I tried using my air line credit and several times Air Canada has notified me that the credit was frozen because I disputed the charge and they haven't received the funds. I have contacted them twice including the letter from **** stating that the issue was settled and they had been sent payment. I needed to buy air fare without my credit costing me money that I should have been entitled to use.

• Initial Complaint

  24/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to file a formal complaint against Air Canada regarding their failure to comply with the stipulated compensation for flight cancellations due to technical issues. On August 17, 2023, I was scheduled to travel on flight AC270 from Winnipeg to Toronto, which was canceled due to a technical issue, as stated in the email notification from Air Canada (reference included). As a direct result of this cancellation, I experienced a delay that caused me to arrive at my destination over 9 hours late, incurring additional expenses for hotel accommodation, transportation, and meals. Under the standard passenger rights regulations, I am entitled to a compensation of $1000 for the inconvenience and additional expenses incurred. However, Air Canada has only offered a $300 voucher for future travel, which is significantly less than what is mandated. I urge the *** to take my complaint into consideration and to assist me in securing the full compensation amount from Air Canada. I expect a fair resolution to this matter, including the prompt payment of the $1000 owed to me, as well as reimbursement for my incurred expenses.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  While in Europe right now I have for one week tried to either change and/or cancel my return flight, which is March 14th 2024. It had been impossible to connect to either air Canada or Aeroplan. It has cost me a lot for long distance charge while I was put on hold each time for more than two hours. Often I was cut off while on hold. Awful service. In addition I called my daughter in Canada to call on my behalf and she had the same no response. I tried to cancel my flight online but was not able as the site referred me only to phone contact. I expect to get full refund for my flight. My booking no is ****** , flight for ****** ********.

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am reaching out to express my dissatisfaction and ask compensation regarding multiple issues I encountered with my round-trip booking from Washington DC to London, via Montreal, with the air reference number ******, costing $777.30. Additional costs: $1101.40. Issue 1: Unexpected Rebooking and Delay My journey commenced with a delay on the DC to Montreal leg, causing me to miss my initially scheduled flight to London. Despite assurances from your boarding staff that I would be placed on a direct flight to London to mitigate the delay, I was instead booked onto an alternative route that was not only significantly longer (approx. 23 hours) but also indirect. This painful flight, deviation from the promised solution ruined my travel plans also caused considerable mental distress. Issue 2: Transit Visa Requirement Miscommunication Upon my attempt to return to DC from London, with a planned connection in Montreal, I was informed for the first time of a transit visa requirement. This requirement was not communicated during my outbound flight, which followed the same route. As a result, I was unable to board my return flight, necessitating an unplanned and costly new ticket purchase amounting to $1101.40. This lack of clear communication from *** ****** resulted in me being stranded in London without assistance or alternative solutions offered by your team. Given the circumstances, I am requesting: 1. A full refund of my original round-trip ticket ($777.30) due to the failure to fulfill the promised service. 2. Compensation for the additional financial burden ($1101.40 for the new ticket) and for the distress and inconvenience caused by these issues. 3. A formal apology from *** ****** for the miscommunication and lack of support provided, leading to this unfortunate experience. I am very disappointed and unsatisfied with the oversight and subsequent handling of these situations by *** ******. This lack of communication and misinformation from *** ****** staff has resulted in considerable distress, inconvenience, and additional expenses on my part, as I was left stranded in London without any assistance or viable alternatives provided by your airline. This oversight by *** ****** not only demonstrates a severe lack of responsibility in ensuring passengers are adequately informed of all necessary travel requirements but also reflects poorly on your airline’s customer service and regard for passenger welfare.

• Initial Complaint

  18/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our booking number was ******* Departed December 27 & came home January 3. The following was sent to Air Canada on January 5 & 20, with no response. Hotel: ***** ******** ***** *****. This is our third time to Cuba so we know what to expect& we are aware of the shortages. We researched before booking & the hotel was rated a 4.5 star by Air Canada. Reviews at the time of booking were good. We have filed a complaint with the Air Canada Rep at the hotel (and supervisor ******* *********) in order to support this claim Room #5549 •No hot water in room until January 1. •Ripped & blood stained sheets. •Room fridge was filthy •Bathroom was moldy & rusty •found a tooth in our room •Toilet was running & wouldn't flush •no deadbolt on door & the peep hole was ripped out. Hole filled with paper •Sliding door was broken •Key cards to room constantly failed & would have to walk to the lobby to get them re-activated •Hallway roof leaking & causing flooding •There was dirt & mold all over •Cutlery in buffet was dirty & rusty •volleyball & soccer nets but no balls •No beach towels. 4 people given 3 towels •Locals infiltrated resort on December 30 to attend a NYE party. They pushed us out of the buffet line & took all the food . We couldn't access any food in buffet. Manager told us to go to Sanctuary to feed our starving children •These individuals were rude & inappropriate with our children. We did not feel safe. Harassed us for money •Paid to attend NYE Party ($30 US for 5 people) & couldn't get on bus to because the locals. By this point, we did not feel safe attending. Before purchasing the tickets, Air Canada rep told us the party would be mostly Canadians & would be safe-not true •Food poisoning on January 1-couldn't eat/drink for the rest of trip •Holes throughout bedroom & lobby. Receptacles hanging out with exposed wiring •Staff stated conditions declined in the hotel beginning in August 2023 & continued to get worse Not only did we pay for this trip, we also lost a weeks’ salary & had to pay to have dog boarded We have pictures and videos to prove this

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩