Air Canada Reviews

Air Canada IATA code:AC ICAO code:ACA Canada Alliance: Star Alliance www.aircanada.ca Overall Satisfaction: 1.7 out of 5 22.7% of people who wrote a review recommend flying with Air Canada. 22.7% of people who wrote a review think Air Canada offers a …

Air Canada

Air Canada logo

IATA code:AC

ICAO code:ACA

Canada FlagCanada

Alliance: Star Alliance

www.aircanada.ca

Overall Satisfaction:

1.7 out of 5

22.7% of people who wrote a review recommend flying with Air Canada.

22.7% of people who wrote a review think Air Canada offers a good value for money.

50% of people who wrote a review think Air Canada offers a very poor customer service.

Classes of service

Economy

86.4%

Business

9.1%

First

4.5%

Customer Service

Excellent

13.6%

Good

4.5%

Satisfactory

18.2%

Poor

13.6%

Very Poor

50%

Air Canada Reviews

“Do not fly with Air Canada”

by claudia • Tue, 10/09/2012 08:16 AM

1 out of 5

Arrived at La Guardia airport to check in for flight from New York to Toronto. This flight was due to depart at 17:30, but was delayed to 18:15. We were not given any reason for this delay but assured that we would still be able to make our connecting flight from Toronto to Sydney (via Vancouver).

We were finally boarded at 18:30 (15 minutes after scheduled take-off). We then sat on the tarmac for 3 hours. During this time the pilot announced that there was a maintenance issue with the plane and we would need to de-plane as this plane would not be flying tonight. He then advised that due to traffic issues it would take a long time to get back to the gate. The flight crew were unable to assist with any questions regarding connecting flights, at one point, one of them loudly explained that she “had no idea what was going on”. During this three hour wait, customers were not offered food or beverages. On your website you claim the following:
In the case of delays of more than 60 minutes on the aircraft, when it is deemed safe, practical and legal, we will provide beverages and food. You’ll also be free to use your cell phone or computer, and move around the cabin.
This did not occur at any point.

Once the plane was back at the gate, every passenger was directed to the Air Canada agents at the boarding gate. There were three agents at computers and at least four others also standing behind the desks. My fiancé and I went to the back of the line, which by that time was over 100 metres long. No Air Canada agents walked down the line to ask if any passengers had urgent connecting flights, or if they could wait for later flights for non-urgent travel. No agents walked down the line to check if passengers were okay or advise what the various alternatives available were. There was zero communication from any Air Canada staff until we got to the front of the line at approximately 23:00.

As we were waiting at the front of the line, an Air Canada agent loudly complained that she wanted to go home. I understand that she may have had a long day, but complaining loudly in front of stranded passengers is unprofessional.

We were finally served by an agent and advised that we had been re-booked onto a flight leaving New York on Sunday 7 October. My fiancé is a teacher and was required to be at work on Monday 8 October so this was not an option. We were advised that to be re-booked on another airline would require us to pay for a hotel out of pocket. This was also not an option.

The agent was then able to advise that she could get us on flight to Toronto, leaving at 23:35, provide us with overnight accommodation in Toronto, and then re-direct us to Los Angeles from Toronto, where we would be booked onto a United Airlines Flight from LAX to Sydney. I received a printed itinerary from the agent which advised that our seats were confirmed for both flights.

We flew to Toronto and were shuttled to the hotel. We returned to Toronto Airport at 14.30 to check in for our flight. It was here that I was informed by an Air Canada check-in agent that we were not booked for United Airlines flight. We were directed to the ticketing agent, who was next to useless. He refused to call United Airlines due to issues that Air Canada has been having with them and was unable to book us on any flights to Sydney. He advised that our best option was to go to LAX and see United Airlines to check if we could make the flight. As this was the only option presented to us by Air Canada we boarded the flight to Los Angeles, which as usual was late in taking off and landing.

Upon arrival in LAX we were met by an Air Canada agent named Rosanna. She advised that we should run to the United Airlines Terminal (Terminal 7) to see if we could still make the flight. Upon arrival at Terminal 7, we were advised by United Airlines that Flight had been overbooked for days and our names did not even appear on their system. They apologised for any inconvenience this may have caused, but as we were not United Airlines customers we would need to go back to Air Canada for alternative arrangements.

We returned to Air Canada Terminal 2 to find the Air Canada desks empty. We asked LAX security to contact an agent and Rosanna came to meet us. She was the most helpful Air Canada staff member we came across. She was understanding and empathetic to our situation and did all she could to help us. Her patience and wonderful customer service calmed us, in what was a very frustrating situation.

Rosanna called a few Star Alliance airlines to see if we would be able to fly with them. All airlines were fully booked despite her repeated attempts to get us on any of their flights. The only available option was to book us an Air Canada flight to Vancouver. From Vancouver we would then be able to get to Sydney. As there were no economy flights available we were booked into business class. This was also a goodwill gesture to make up for Air Canada’s incompetence and inability to get us home in a timely fashion. Rosanna then advised that we would be given accommodation in Los Angeles for the night as well as accommodation for our day in Vancouver as it was past midnight by this time and we would need to meet her at 05:00 to check in for our flight.

We arrived at LAX at 05:00 and Rosanna was there to check us in for our flights to Vancouver and Sydney. We thanked Rosanna for her assistance. I would like to thank her once again for her exceptional service and very much hope that you will be able to pass this on. Rosanna is an asset to your company and it is very unfortunate that she is the only Air Canada staff member with whom I have had such a positive experience.

Upon arrival in Vancouver, we were directed to the Air Canada ticketing agent to be given our hotel and food vouchers. Once again we were confronted by another rude Air Canada employee who advised that he was not interested in what happened to us, told us that we were not really entitled to accommodation and food vouchers, nor were we entitled to business class tickets. The only reason he did not change this was because he could not be bothered. He also blamed United Airlines despite the fact that Air Canada was clearly at fault and not United Airlines.

We were able to rest at the hotel and made our way to the gate. On arrival at the gate at approximately 22.00 we were advised that a document check was required. We gave the agent our passports and boarding passes. He advised that we would be able to use the Maple Lounge until boarding commenced.

We arrived at the Maple Lounge and were advised that they would be able to change our seats so that we could sit together. Five minutes before boarding, we were called back to the desks to be given our new boarding passes. These passes now showed that we were sitting in Economy and not Business Class as previously advised. On questioning, the Air Canada staff in the lounge directed me to Mitch Dobbie.

My experience with Mr Dobbie was the complete opposite of my experience with Rosanna. Mr Dobbie rudely advised that since we hadn’t paid for business class tickets we were not entitled to use them. It was not Air Canada policy to put Economy Class passengers in Business Class (no matter the circumstances) and that we were “given a false expectation”. Clearly Air Canada gave me the “false expectation” that I would arrive home on time and be given friendly, helpful service. Mr Dobbie refused to acknowledge Air Canada was at fault and after some discussion over the issue loudly exclaimed “If you aren’t happy with those seats I can just take your bags off the plane”. I acknowledge that my patience was wearing thin at that point and that I was angry, however, I am still a paying customer and refuse to be threatened with being stranded. Mr Dobbie’s behaviour was rude and completely uncalled for. It was unprofessional and took place in front of all passengers awaiting boarding. I hope that this feedback is also passed on to Mr Dobbie and his supervisor so that he can be informed that this type of behaviour is unacceptable.

I would also like to add, that contrary to Mr Dobbie’s statement that Air Canada does not let Economy Class passengers get pushed up to Business Class, an Australian passenger we had met at the airport some days previously advised that he was now in Business Class after getting pushed off two other Air Canada flights.

I have been very disappointed in my experience with Air Canada. Their airfare was not the cheapest available at time of purchase, but I chose to fly with them as I had heard many good things, not only about the airline, but about the service. With the exception of my experience with Rosanna at LAX, at no point did I feel that any Air Canada agent cared about my problem or make a concentrated effort to help me. We were simply passed from one person to another to get rid of us.

Conclusion

Recommended: No

Value for Money: No

Customer Service: Very Poor

Cabin: Economy

“filthy”

by drlynnmikel • Wed, 09/26/2012 03:02 PM

2 out of 5

Please clean toilets at least once on each flight. All you have to do is clean up paper…not room to dispose of towels. 1400$ 16 hour flight, seat did not recline, no pillows available except to purchase! We were exhausted and very uncomfortable.

Conclusion

Recommended: No

Value for Money: No

Customer Service: Poor

Cabin: Economy

“Worst airline ever!”

by Jc24 • Wed, 08/29/2012 11:49 PM

1 out of 5

Air Canada is the worst airline ever. A lot of the problems with air Canada lies with their management. Their management is just as worst as their staff. No one knows or cares about anything.

Conclusion

Recommended: No

Value for Money: No

Customer Service: Very Poor

Cabin: Economy

“Air Canada NEVER Again”

by medwards97007 • Sun, 08/19/2012 09:47 PM

1 out of 5

Air Canada has their own set of rules when it comes to service. Most Airlines have a cut off of 30 minutes from departure. Air Canada has a 60 minute cut off that is NOT disclosed on their online ticket purchase documentation. My wife had terminal cancer and we arrived 50 minutes prior to departure. We were rudely told that we had missed our flight and were told that our money would NOT be refunded. We talked to two different reservations personnel in Montreal who were apathetic and the male even hung up on me. Their solution was to to charge an additional $700 to put us on the next flight after we had already paid in FULL. My wife was not feeling well, was on chemo and terminally ill they took none of these facts into consideration. These guys are jerks, do not have to compete or be good to their customers because they are owned by the Canadian Government. I will never fly or recommend Air Canada to anyone ever again.

Conclusion

Recommended: No

Value for Money: No

Customer Service: Very Poor

Cabin: Economy

“Poorest airline ever traveled on”

by Imjim2 • Mon, 07/02/2012 03:14 PM

1 out of 5

Search AirfaresFlight RouteNanaimo YCD – Vancouver YVRVancouver YVR – Yellowknife YZF» Read other reviews on Nanaimo-Yellowknife routeReview

I flew Ycd to YZF via YVR and YEG and every leg of this trip there was a delay and further delay. I have flown Air Canad/Jazz about 10 times in the past two years and all but two were delayed more than one hour up to two days. My family and I have flown Air Canad more than 30 times (some locations there is no choice) in the past three years and 90% of been very poor. One flight from Vancouver to Victoria on a a dash 8 and a woman behind me was told she had to get off “as we are overweight”. She was made to get off the aircraft on the tarmac at YVR in pouring rain and walk in to the terminal (about 100 feet). Class. She may have been standby or what ever however you would think they would do their weight and balances before loading the plane. Their pretzels are worse than plain dough.

Conclusion

Recommended: No

Value for Money: No

Customer Service: Very Poor

Cabin: Economy

“Worse airline”

by Guest • Wed, 05/23/2012 03:19 PM

1 out of 5

I will never ever travel wid air canada. The service is really bad all da employers r rude to da next level. No one deserves that cuz we pay for good service and friendly employers but they r just too rude

Conclusion

Recommended: No

Value for Money: No

Customer Service: Very Poor

Cabin: First

“Baggage policy a rip off!!”

by swimfan • Wed, 04/18/2012 04:38 AM

1 out of 5

We had a connecting flight from Calgary to Manila. I called Air Canada Toll free # 1-888-247-2262 about the confusion of the allowed checked-in baggage. I was informed that if I am holding a single ticket, I am allowed 2 pcs of baggage because Philippine Airlines allows 2 pcs. I repeated back to the agent and confirmed with him that I really am allowed 2pcs and he said yes. Upon arrival at the airport,we were told that we have to $70 for the 2nd baggage.What a rip off!! We will NEVER fly with Air Canada again.Why won’t they just tell us the truth that only 1 baggage is allowed instead of giving us the false hope & be forced to pay at the airport. Are their agents liars or they just don’t know what they’re doing? You lost a lot of your passengers Air Canada because of your BAD PRACTICE!!!

Conclusion

Recommended: No

Value for Money: No

Customer Service: Satisfactory

Cabin: Economy

“Never Again”

by Guest • Mon, 11/28/2011 02:31 AM

1 out of 5

Never again. We had an almost 11 hr delay leaving Montreal. The staff at the airport was rude and condescending. It looked like we were bothering them. They told us that there would be agents waiting in Frankfurt to inform us on our connections. Over an hour in line to try to get info. It was total chaos. We missed all of our trains out Of Athens airport and had to pay over 200 euros for a taxi to our destination. Door to door took 29 hours instead of 13 to 15. We lost a day and a half of our vacation. We asked for some king of compensation and were offered 15% of base fare for our next flight, which is the equivalent of about 100 dollars. When we told them they could do better, they told us to take it or leave it. Fly with someone else. I’ve been taking 2 to 3 trips a year for 25 years and this was the absolute worst.

Conclusion

Recommended: No

Value for Money: No

Customer Service: Poor

Cabin: Economy

“acceptable travel experience”

by Guest • Thu, 11/17/2011 05:38 AM

3 out of 5

Recently flew from Ottawa to Beijing. Late leaving Toronto. Poorly organised line ups. International lounge alright, more food choices would be be appreciated. The menu hasn’t changed in years! Cabin crew friendly and efficient both directions. In flight meals are small, but adequate for me although I’ve had much better economy meals on other airlines. One of the service directors on the return was a bit testy to say the least, but was amusing to observe his interactions with other passengers. Time to retrieve luggage was rather long in Toronto and even more so in Ottawa.

Conclusion

Recommended: Yes

Value for Money: Yes

Customer Service: Satisfactory

Cabin: Economy

“Beautiful trip to Lima”

by Guest • Wed, 11/16/2011 03:35 PM

5 out of 5

Great trip to Lima through Toronto….very nice service and arrived early enough in Lima we had to wait for our car. It seems as though this web site has become only a place for people to vent and few seem to take time to report positive experiences. Could not ask for a nicer trip.

Conclusion

Recommended: Yes

Value for Money: Yes

Customer Service: Excellent

Cabin: Business