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Air Canada Reviews
"Worst customer service of any air line"
My family of 15 was returning to Orlando, FL after a trip to Greece. Air Canada delayed our flight for five hours and never told us the reason. The plane was at the gate. As a result of the delay, we missed our connecting flight in Toronto. Our flight was supposed to be Athens to Toronto and Toronto to Orlando. After the delay, Air Canada did not schedule us together from Toronto and we had 15 people spread on several flights. In one case, they had my 7 year old granddaughter flying without her mother as they put them on two different fights. It took me 22 hours in Toronto to finally get Air Canada to put them on the same flight. My son ultimately gave up on Air Canada to get his family of five together and he forfeited his Air Canada tickets and bought new tickets on West Jet. We spoke to 6 different AC ticketing agents with each of them saying they would not make changes for us. Not one person apologized or took accountability for their actions. They had 3 of us scheduled to go to Orlando with an 11 hour layover in Montreal. The 10 hour flight from Athens to Toronto had no entertainment at all. No television, no movies, no games...nothing. The food was horrible, Do not fly Air Canada. You will be sorry.
"Air Canada, WAKE UP"
I am a Star Alliance frequent traveler. I recently had one of the worst experiences in my more than 3 decades of frequent travel. I tried to resolve the issues with Air Canada but received no no response for the longest time and then just a cursory email rejecting any responsibility for their disruption of travel. I must say that my recent trip with Air Canada was disappointing to the extreme. We were traveling back to Shanghai from Portland where we had gone for my mother-in-law's funeral. Were took flight #AC8116 on January 29th, 2015. There was a scheduled 4 hour layover in Vancouver. We boarded our next flight #AC025 scheduled to leave at 12:10. They kept us sitting on the runway for 4 hours because of a technical problem, then cancelled flight. They refused to rebook us on another flight which was leaving that afternoon (Air China). We had to overnight in Vancouver and were given hotel and food vouchers that were not even enough to cover the cost of the most inexpensive item on the menu ($7 for breakfast, $10 for lunch, and $15 for dinner). After receiving no hearing ear, we succumbed and went to board our plane the next day. Unbelievably, we had another runway waiting period of over an hour and another flight delay of 5 hours for which we had to deplane again. During this time, there were other carriers flying out (Air China, China Eastern), but we were refused alternate travel arrangements. What should have been a 17 hour trip stretched into a two-day nightmare.
To add insult to injury, the Air Canada baggage handlers broke one of our suitcases that was less than one year old. We had to tape up the wheel in order to complete the trip. We were advised to report this when we arrived in Shanghai, but the damage occurred between Portland and when we picked up our luggage in Vancouver. We did report this in Shanghai and they gave us a copy of the report, telling us someone would call. Of course, there has been no call and our efforts to have this resolved with Air Canada have been ignored.
What did Air Canada do? They offered a 10% discount on a full-fare ticket only! Wow! Also, it has to be purchased within a year. I don't think I have ever paid for a full fare ticket. I can get a better deal just booking my own travel on line.
As I read through these reviews, it becomes obvious that customer service is not a high priority with this airline. In fact, they seem to have frequent delays like this. I am very disappointed as I have family in Portland and Air Canada would have been a great travel vehicle for us. But after what we experienced, we would explore any other option before traveling with this airline again. They really do not care about the customer or their reputation. Apparently, they will do anything to save a few dollars and have forgotten about their own long-term success.
If you want to successfully take a flight anywhere, I wouldn't recommend Air Canada. The company that I work for are considerate enough to want me to be comfortable on a long-haul flight and so they paid for business class. Air Canada had no such considerations about my comfort because they kept us waiting to check in for 20 mins, even after the hefty price of the ticket. So no real differentiation there between coach and business class.
The sullen rep didn't greet me or ask me how I was and proceeded to berate me for not getting a Visa for China for my 48 hour layover. I insisted I didn't need one and she summoned over an equally unhelpful person who asked me why I wouldn't get a Visa even if one wasn't required in case I was stuck there because of the plane breaking down, for example (weird). I got the idea they just wanted to be right. They talked to eachother like I wasn't there then the second one told me she would get the advice of someone who was the expert but that he was so busy that he may not be able to help me.
I left that experience pondering how some people can abuse the very limited power they have, in an effort to bring down other people (in this case, go out of their way to deny someone a flight). I have flown business class before and had a bad experience with the reps then as well. I think they need a culture change and a complete overhaul.
"YYC-LHR AUG 2014 777-300"
EXCELLENT SERVICE IN BUSINESS CLASS. THE POD SEAT IS HARD TO FIND A COMFORTABLE POSITION EVEN WITH ALL THE ADJUSTMENT OPTIONS. THE LAMB WAS THE BEST I'D HAD (AIRLINE OR NOT) IN A LONG TIME.
"The. Worst. Customer. Service. Ever."
Here is how I experienced Air Canada today:
1. Two different check-in kiosks were inoperable due to lack of ability to read passports (other Air Canada customers behind me experience the same issue). So I had to get in line despite having no luggage to check.
2. The person checking me in (I do not have her name) asked me if I had any luggage to check in. I indicated that I didn’t. The person then curtly expressed skepticism that one of my bags was the appropriate dimension. The bag in question is a standard-sized carryon manufactured by Tumi, and quite clearly meets the maximum dimensions. (This is the first pushback I have received relative to this bag from any airline.)
3. At the gate, the personnel repeatedly reminded customers that a card needed to be properly filled out before boarding. Several times gate personnel repeated, ‘’I know you are not listening. We need you to listen.’’ Other passengers around me were as surprised as I at this repetitive and unnecessary condescension.
4. The woman sitting next to me on the flight agreed that the gate personnel were rude. She also relayed to me that the check-in personnel were more so. She was travelling with two children, and presented her family’s passports (thoughtfully opened to the picture pages) and pre-printed boarding passes to the check-in person. The check-in woman abruptly told her that she should have sorted the passports and boarding passes by person, rather than by document type. My seatmate was understandably taken aback.
5. I was in coach, travelling with a sport coat. When I passed the business class area, I noticed that the business class cabin was about a third full, and that the closet had plenty of room to hang my jacket. Once I got to my seat, I asked the coach cabin attendant if she would be so kind as to hang my coat up in the front. She demurred, stating that there may not be enough room. I informed her (nicely) that the business class section was sparsely populated and that I would appreciate it if she would take the coat, as there was probably plenty of room.
6. The coach flight attendant, without taking my coat, discussed my request with the business class attendant (Alex is his name) and received a firm ‘’no’’ due to the fact there was no room. Your coach attendant then informed me there was no room.
7. Knowing that there was plenty of room, I walked to the business class area and hung up my jacket. There was enough room for several more jackets in addition to mine. Alex turned to me and I noted to him that there was plenty of room. Alex then asked me with more than a note of sarcasm, ‘’what about your luggage’’? I responded that my luggage was secure. (I have no idea what the intent of Alex’s question was, as at this time all luggage was secure and all overhead bins were closed. I suppose he thought I was going to ask to move my luggage to business class?)
8. Once I compared my experience with that of my seatmate, I asked the coach attendant for the first name of the business class attendant. She actually refused to provide me the name. Her reaction was both immature and obviously untrained and unprofessional. Her nervous, giggly response; ‘’what do you want to use it for? I can’t get in the middle of this. I can’t give you his name, I don’t feel comfortable doing that. You will have to ask him.’’
9. Basic beverages were depleted before the end of the 2nd beverage round. Tomato juice, ginger ale and club soda were gone. Oh, coach ran out of paper towels as well.
10. My seatmate noted that no passengers in our area were warned about the cart coming through. My seatmate (now seated on the aisle in front of me) nearly had her foot run over.
11. Many, but not most, of the personnel didn’t smile, didn’t make eye contact and came across as impersonal. Some of them, noted above, were rude.
5.5 hrs spent in airport today for a 2.5 hr flight due to mechanical problems and resulting delays.
First flight boarded plane on schedule to wait 2hrs on board re hydraulic problems/repairs.
Passengers were asked to disembark for a second plane at far end of terminal after waiting for 1 hr, plane was boarded. Once the passengers were fully seated the crew announced that the 2nd aircraft also had mechanical problems with its navigation equipment and again passengers waited for another 1 hr. with no confirmation on timing of repair.
My business schedule had been based on a full day in destination city although as a result of the multiple delays only 2 hrs were possible before having to return to Toronto; decision was made to leave the aircraft without wasting the remaining part of the day.
Front desk was not apologetic simply handed out cards with customer service address. Why does this company continue to perform repairs only following breakdowns? no routine service checks? not very reassuring!
Air Canada also makes a habit of not allowing you to book seats in advance, auto message pops up identifying seats that are shown available as taken; by the time you check-in they force you into a middle seat.
Flew from San Francisco to Toronto back in April with a disabled video system that affected the entire craft - not great when you have kids - not much for compensation and of course small script re time limited offer.
Will definitely opt for other air carriers from now on! Suggest that you do the same.
"Worst airline experience of my life"
Never in my life have I received such terrible service from an airline. My experience has lead to me deciding that I will never again fly with air canada and will happily pay more to go through another air line. My passport had slight water damage however was still legible by all means, it scanned at the desk and everything seemed fine. The lady helping us by the name of Ashley made a point of the fact that the passport had slight damage, she began to speak very vindictively, and came across very rudely towards not only myself but my mother as well. We had then gone through customs and were called down again when she announced to me that I would not be flying. She stated that she had called many different services and they had all told her to not allow me to fly due to the slight damage to my passport. I however was not present for any of those calls and have no idea if they even took place. Ashley then proceeded to call American customs about said passport. Ashley then greatly exaggerated the damage to said passport and again told me that I would not be flying out and I could just purchase another passport. Unfortunately all of her comments were again said very vindictively. Ashley's manager who I asked to speak to was very polite and sorted out the issue. However the way I was treated to day over slight passport damage on a mere flight to Calgary Alberta was completely unacceptable, as an airline representing canada Ashley and your airline should be ashamed. That is not the Canadian way, this will be my last time flying with your airline. I am a customer and you are providing me with a service, as an airline you have done a terrible job. Thank you for your time and I hope that this email will change the lack of respect your workers have for your customers .
Sincerely, a very disrespected Canadian customer
"Worst service ever"
Air Canada provided the worst customer service I've ever experienced. A flight attendant shoved a family member and when we complained, we were told if we did not stop talking they would have us arrested. i will never fly with Air Canada again if I can help it.
"Air Canada almost bumped me from my Christmas flight"
I am not flying Air Canada again and I advise you don't either. They treat you as a disposable customer, without respect for your personhood -- all they want is your money and don't care in the slightest about causing you to worry or about your or your family's happiness during the holiday season.
Here's what happened. Like many people, I like to spend my Christmas vacation with my family, but since we don't live in the same province, I have to fly out to see them. So, like I do every year, I booked my flight weeks in advance. On the day of the flight, I was excited and looking forward to finally see my family after not seeing them for months. Unfortunately, when I arrived to check in (for a domestic flight) two hours early, I was briskly told that I could not be assigned a seat and that all I could do was wait. No apologies, no explanation, not even an attempt to reassure me or make me worry any less. That's as un-Canadian as it gets.
Not only is it un-Canadian to be so cold to a fellow human (in a worrisome situation too), but it's highly unprofessional as well. At the very least, tell me what you are planning to do to remedy the situation, what steps will you take to accommodate me if I don't end up getting a seat -- don't just leave me hanging there in complete uncertainty.
If I pay for something, a high season price at that, and there are no extenuating circumstances (such as bad weather), then you have to honour my expectations of you, and no, I don't care about what trickery you put in your terms of service. We live in a country that aspires to common sense and human rights, and making a good-faith effort to honour what is expected of you is one of the key traits of Canadian culture. Air Canada seems more like Air North Korea in that regard and doesn't deserve to have Canada to be part of its name.
I understand the issues surrounding overbooking but the whole thing remains an issue within an airline's control and nowhere there is an airline in a position to get all high and mighty and be unapologetic about making passengers wait and worry for an hour as if it's okay. It's not okay, especially during the holiday season when your overbooking gambles can get in the way of a family being reunited.
And there is no wonder that situations like these cause you to miss the stated departure time, thus causing delays for passengers on flights further down the line. You are well aware that the majority of travelers around Christmas are people who are longing to see their loved ones, so when you create snafus like this, you interfere with what matters most in everyone's life -- family and other interpersonal relationships.
Air Canada -- you are nothing short of being the Grinch this Christmas.
"AC went above and beyond"
First off, for those that complain about delays, don't bother. Delays are part of flying, and AC has one of the best on time records of any carrier, so just live with it.
I was flying from Ottawa-Toronto-Vancouver-Sacramento but due to bad weather in Ottawa, the flight was delayed. Upon arrival in Toronto, I, along with about 100 other people, were lined up to go through screening when an AC concierge went through the line and pulled me, and a few others, out as we had flights we were going to miss. He promptly took me to the AC desk, checked to see if my flight was gone, it was, then proceeded to put me on standby for the next flight to Vancouver in another 1/2 hour. I was lucky enough to get on that flight, in first class even though i had booked the entire trip as economy.
Service I received was top notch, not only on the plane, but when trying to get my flight. I have nothing bad to say about AC...one of the best!