Complaints

This profile includes complaints for Air Canada - Customer Relations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Air Canada - Customer Relations

  Calgary, AB T2K 6J7

• 

  Air Canada - Customer Relations

  6 - 5533 Airport Way FORMER: reportable Kelowna, BC V1V 1S1

• 

  Air Canada - Customer Relations

  6 - 5533 Airport Way Kelowna, BC V1V 1S1

• 

  Air Canada - Customer Relations

  P.O. Box 768 Winnipeg, MB R3C 3V2

• 

  Air Canada - Customer Relations

  1 Harborside Dr Lbby 2 Boston, MA 02128-2911

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last March I booked return airfare from ********* to *********** with Air Canada for the dates of May **, 2025 & return June **, 2025. I bought travel insurance in the same booking. The first flights (Gander NL to ******* / ******* to ********) were smooth sailing on May **th, 2025.The flight from ******** to *******, on June **th, was uneventful. The flight from ******* to ******, however, was delayed by * *** hrs due to maintenance issues. This necessitated my having to stay the night in ******, and losing a day of work. Air Canada claims I am ineligible for compensation due to the fact that the delay was due to safety-related issues. All delayed flights are due to safety-related issues, are they not? They say there was an aircraft maintenance issue. How can this make me ineligible for compensation? I am deemed responsible for this? Especially as I bought the insurance along with the flight tickets. (Attached proof of purchase)

• Initial Complaint

  Date:30/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an airline ticket through Expedia for a friend stuck in Canada trying2 get back2 ******.The ticket was from Air Canada-Conf*************** *******************.The flight was2 depart Canada ************** arriving in ****** Germany *************PM.Edward was not allowed2 board.He raised a red flag because it was a 1way ticket& it was purch on a CC that was not his.They wanted verification of the CC.He was unable2 reach me.He had2 reach out2 his son for cash2 purchase another ticket2 head back2 ******.I contacted Air Canada& was told it was their policy.How was I 2know this?Expedia never told me this.I was told by someone in Cust Serv I would get a refund but now a supervisor who was not very nice said it was not their fault it was the fault of *********, which she spelled2 me.She claims they refused him access so no one is accepting responsibility.Yet Customer service said it was their policy.I have been passed around Expedia,I purchased insurance but it does not cover this situation.I feel I have been taken advantage of& I feel they owe me all of my money.Under the circumstances why won't Air Canada give me my money.If they do not tell me that I had2 be there and they knew I was purchasing a ticket for someone else why would they not tell me.Please help.I contacted Expedia, they charged me $500.for flight cancellation in order2 get money back but it was refunded back2 me after I called their Corp office but nothing was done about my ticket fee.Expedia claimed they were working w/Air Canada but each time I called back I got a different story w/a different person. I was getting a run around.This has been a big headache for me.I am retired& on SS& need my money.Edward was detained as he was a ******n Citizen yet resided in NH for ** years, this is due2 what was going on w/the new administration& he is now working w/the ******n Embassy. It is difficult2 reach him&when we do talk it's hard2understand each other.I've att what I rec'd once I purch the ticket.
  

• Initial Complaint

  Date:23/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Request for Refund Due to Extenuating Medical Emergency Dear BBB regarding Air Canada,I am writing to formally request a refund or reimbursement for the return portion of my ticket from Air Canada, which was revoked due to a no-show on my original outbound flight. I fully understand Air Canada's policies regarding no-shows; however, I hope they will consider the extenuating circumstances that led to my situation.Due to a sudden medical emergency involving my daughter, I had to urgently book an earlier outbound flight to ensure I could be present for her care. As a result, I was unable to use my originally scheduled Air Canada outbound flight, which led to the automatic cancellation of my return ticket.I did still require the return flight, as originally booked, and was dismayed to find it had been cancelled without an opportunity to explain or rebook. I was left with no choice but to purchase a new return ticket on another airline (Delta), incurring an additional and unexpected cost (about ***$).I have attached medical documentation confirming the emergency for Air Canada, and I kindly request that Air Canada consider a refund for the unused return segment or provide compensation for the cost of the replacement return ticket I was forced to purchase due to the cancellation.Thank you for your understanding and for taking the time to review this request. I would appreciate your consideration given the unforeseen and compassionate nature of this situation.Sincerely,**** ****** AIRLINE CONFIRMATION: ******

• Initial Complaint

  Date:23/06/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had $******* in my Air Canada wallet (AC Wallet) . I logged into book a flight and to my utter shock I only had $****** in my AC Wallet. From that $**** have been deleted (expired ) by the company. I want my money back please.

• Initial Complaint

  Date:20/06/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The actual incident is over a year ago, but the poor support has been ********** April 2023, I discovered that ****** Aeroplan points had been redeemed from my account in March 2022 without my knowledge or authorization. I did not become aware of this unauthorized activity earlier because the fraudster had changed both the email address and phone number associated with my account. The points were used to book two flights. Based on the booking reference numbers associated with the transactions and information required to fly, it should have made it straightforward for Air Canada to investigate and resolve the issue.I reported the incident to Aeroplan customer service immediately. During our first communication, the representative at the time gave a clear and confident response, assuring us that the issue is an open and shut case and will be resolved just in a matter of time. At that point, we had strong trust in Air Canada. Unfortunately, despite multiple follow-ups over an extended period, no resolution or meaningful response was ever provided. Due to the lack of progress, I escalated the matter to the Director of Customer Relations at Air Canada. While he did respond and indicated that the issue had been forwarded to the relevant management team, I never received any further communication or update from ******* has now been over two years since the issue was initially raised, but Air Canada and Aeroplan have failed to provide a resolution, explanation, or even basic acknowledgment. This prolonged silence and inaction are unacceptable, especially given the clear evidence of fraud and the long-standing loyalty I have demonstrated as a customer.I respectfully request the BBBs assistance in urging Air Canada and Aeroplan to:-Restore the stolen Aeroplan points to my account -Provide a formal, written explanation for the lack of response and delay in handling my case -Issue a written apology for the mishandling of my complaint and the distress caused

• Initial Complaint

  Date:16/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my husband *********** ***** are travelling from ******************************* 1 by Ir Canada flight ****** departure time ****am and ticket showed gate number ***. We were at the gate by**** AM. We get a message on my Husbands phone at **** am that the gate is changed to * ** and by the time we went there walking such a long distance with our luggage when we reached there they said boarding is done and they gave our seats to someone else. The lady at gate * ** told us that the earliest she can book us was at **** pm flight . And when we asked how they are going to compensate she said they cannot. So we went to the customer service desk and they also said they cannot compensate as the gates change all the time. But however he booked us on ***** flight.And again no compensation of any kind.I am confused as to in such short time how could they have given our seats to someone else and how they could not contact the attendant at Gate ** to announce that our gate is ********** now we are at the airport from ****am to ***** am.I request you and would appreciate if you can get us compensation for all the frustration and inconvenience caused by Air Canada.Our booking reference is ******.We paid$ *******

• Initial Complaint

  Date:16/06/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought four air travel tickets for my parents from ********* to ******** and return. All four tickets were purchased at the same time. Yesterday, June. **, 2025, I checked in for them. They were given seats one in front of the other in different rows. There was an open seat beside my father and other seats available beside each other. When I tried to pick corresponding seats or the one beside my father, extra charges were required. This is very wrong and outrageous. It is basically forcing me to pay more just to have my two elderly parents sit together. I don't know how this can be acceptable. So, parents can book flights with their kids and everyone is separated. This is ok even when seats are available?? Thanks.

• Initial Complaint

  Date:13/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband canceled our flight on Nov **, 2023 and we were issued a credit for $******* There was no mention of a credit expiry or expiration date in the credit issue confirmation email There Air Canada website indicates that "the travel credit expires on the date indicated in the email you received"When I inquired about the credit on June **, 2025, they informed me that the credit expired a year ago and would not honour the credit.

• Initial Complaint

  Date:12/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint and request compensation for a significant service failure experienced on my recent Air Canada flight.Passenger Details:Name: Pingping Ji Aeroplan Number: ********* Booking Reference: ****** Date: *****/2025 Flight Number: ***** Route: ****** (***) to ******** (***)Class of Service: Business Class Seat Number: ** During this flight, the lie-flat functionality of my business class seat, **, was completely inoperable. The cabin crew were informed and attempted to fix the seat but were unsuccessful. The seat could not be reclined into a lie-flat position for the entire duration of the approximately * hour flight.The primary reason for purchasing a business class ticket, particularly for a transatlantic flight of this length, is the ability to rest comfortably in a lie-flat seat. The failure of this essential feature significantly diminished the value of the service I paid for and resulted in a very uncomfortable journey, depriving me of the expected rest and comfort crucial for such a long-haul flight. This is not merely an inconvenience but a failure to provide a core component of the business class service advertised and sold by Air Canada. I request a refund of **% of the fare for this flight segment (***-***) in accordance with ** Regulation ***/2004, to be credited to my original form of payment. Alternatively, I am open to discussing other forms of compensation, provided they are of equivalent or greater value

• Initial Complaint

  Date:09/06/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****** ***** I am submitting this complaint due to a frustrating and disappointing experience with Air Canadas customer service regarding an expiring eCredit.Last year, my family had to cancel a trip due to a medical emergency involving my infant son. We were issued an eCredit, which was extended to April **, 2025. Unfortunately, I recently experienced a miscarriage and, under medical advice, cannot travel in the near future. As my husband and I are now trying to conceive again, it is difficult to plan any travel at this time.I am a *** Aeroplan member and a long-time, high-value customer of Air Canada. When I called before the credit expired, I was told I could book a flight immediately. However, I explained my situation and was encouraged by the representative to instead email customer service to request a more flexible optioneither a voucher or a credit in my Air Canada wallet that wouldnt expire. I followed this advice in good faith.Unfortunately, my request was denied via email. I am now left with nothing, despite being told I would not lose the credit and that this alternative route was viable. Had I not been misled, I could have booked a flight and retained the value.This situation has caused unnecessary stress during an already difficult time. I am simply asking Air Canada to honor the guidance I was given and reissue the credit in a form that does not expire. I am not asking for a refundonly to retain the value I was promised.Thank you for your attention to this matter.