We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Airlines

Air Canada - Customer Relations

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Find a Location

Air Canada - Customer Relations has 24 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 660 total complaints in the last 3 years.
    • 206 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:31/10/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      original airline ticket purchased may, 1st 2020. through **************. flight canceled and credit issued april 8th 2020 through expedia customer care in the amount of $1305.67 USD. credit confirmed april 28th 2020. may 7th orbitz confirmed a credit in my name to be held by air canada with the itnerary number of **************. i have just learned that this credit had an experation date of april 30th 2021. i attemted to use this credit several times for domestic travel but was informed that it could only be use for the original destination. the original destination has been closed to tourist until april 11th 2022. so in this situation there was no possiable way for me to use my credit. this cancelation and the restriction of travel to this destination were out of my control. if the credit expires then the funds should have been returned to my account. i have paid a bill for no service rendered this is *****.

    • Initial Complaint

      Date:28/10/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      On June 6, 2022 I flew on Air Canada flight 83 from ******** to ********. Despite being assured by AC ground staff that the flight was being held, I missed my connection from *** to ***. AC staff instructed me to make a reservation at the airport hotel. I have yet to receive reimbursement for the hotel, which I submitted on June 19, 2022.My case number is: *******************

    • Initial Complaint

      Date:15/10/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Dates of flights: *****/2022 and return on *****/2022Ticket number: ************** was returning from ***** to ************ with air Canada on ******2022 with two stops in ********* *** ********. The Air Canada flight from Frankford was delayed (as usual) but just after boarding I got a text that the next flight from ******** has been completely changed from Air Canada departing at **** changed to AA departing at **** with more than 3 hours delay. Beside the hassle that I did not have the new Boarding pass so I had to find the office of Air Canada at *** airport to get the Boarding pass, go through ******** custom, and check in again. All this with confusing information about if I need to claim my luggage at *** rather than in *** airport (my final destination). After very difficult time and inconvenient long trip with many delays, when I arrived to *** airport, one of my luggage did not arrive and I was told it is still in *** airport with no word if or when I will get it. This luggage has my lab top that I needed for my work and had negative impact on my job.Also when I arrived to ***** on ******2022 (on Air Canada), none of our luggage arrived. We stayed 5 days in a different country with no clothes, medicine, lab top, or anything and no word about if or when the luggage will arrive. My husband is on insulin injections medicine and it is very serious and health threatening not to take it on time. Also, we both are on Blood pressure control medicines. We had to buy new clothes and alternative medicines (which is not very safe to do) to survive. We wasted our vacation going to the airport daily hoping that the luggage will arrive on the next flight. Horrible unpleasant and stressful experience with Air Canada airlines wasting time, efforts, and money. Rather than enjoying my vacation after years of hard work, Air Canada turned my vacation into night mare.

      Customer Answer

      Date: 17/10/2022

      Yes. I did send a complaint to Air Canada.

      Also attached here is an Air Canada luggage claim dated *****2022 at *****, ***** airport for the lost 3 luggaes. Another AA (scheduled/operated by air canada) luggage claim dated *****/2022 at ************************ for the lost luggage.

    • Initial Complaint

      Date:13/10/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Damaged luggage over 45 days ago plus

    • Initial Complaint

      Date:11/10/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was bumper from an oversold flight and given a $300 voucher for my trouble. I have an open case with Air Canada and they have not responded to my emails for 3 months. I simply want my $300 voucher redeemed.

    • Initial Complaint

      Date:29/09/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Im flying to ******* from ****** ****s va So ****** My layover flight from So ***** to ******* was cancelled due to technical problems and it has been postponed until tomorrow. The flight was supposed to depart on Sept 29th at 21:20. My new flight is scheduled for Sept 30th at 12:00

    • Initial Complaint

      Date:26/09/2022

      Type:Product Issues
      Status:
      Unanswered
      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 a flight to ***** back in March and tried to cancel it, but was refunded a travel voucher instead of my $700+ payment back. *** contacted them for months and been 99% ignored, as well as receiving a rude response from their staff. I tried to take matters into my own hands and found that they do have a page on their site where you can file a request to have your money given back in the same amount as the travel voucher, just to click on it and have the page be disabled. I just want my money back, as I will not be flying with Air Canada again.

    • Initial Complaint

      Date:23/09/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      On August 9, we arrived to ******, ***** from *******, out of 4 luggage bags we received 2, a week after, they sent 1 bag, it's September 23 and we still waiting for the last bag, We have had call several times and they giving us the same answer "we still looking for it" or they don't even answer the phone, I have spent several hours on the phone and still no answer and their customer service agents are very rude and unprofessional. I need my bag or they need to pay for my items and my bag. Flight # AC **** from ******* to ******************************

    • Initial Complaint

      Date:14/09/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      Air canada lost my baggage containing all my tools and work gear on a flight from *************************** to ******* **. Ic filed a missing baggage report first week of August and its now been over *********************************************** and every time i call their baggage help line i get the same answers with no resolution. *** spent close to $400 to replace missing foot wear but still need replacement cost for $1200 in carpentry tools

    • Initial Complaint

      Date:13/09/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      On August 27th of 2022 at evening I had purchased 2 tickets (for me and my wife) to fly to ******* (******). Our trips to ****** are always with emotion once we go to visit our son and it has been 5 months that we haven'tseenhim.On our way back we had multiple events that ended up a nightmare experience not just inconvenientbut also financially and emotionally painful.On Sept 1st we flew to ****** on ***** as supposed to be, we had bad news that the special kosher meal was on board for only 1 of us but it was repaired by having 1 extra that the fly attendant kindly brought, otherwise I wouldn'tbe able to have any other meal. (note: I had it confirmed on my check-in by the airport)On Sept 11 I tried to do my check-in online but wasn't able to do it. It was shown to contact an agent.On Sept 11 at evening I contacted Air Canada to resolve the check-in before we reached the airport the nextmorning, and to my absolute surprise I was informed that ******'s ticket was canceled due to financial issues.what was supposed to be my last evening with my son, a relaxing and fun time, turned into a nightmare... My wife had NO ticket to fly back home and had work waiting for her on sept 13 morning.I had to purchase a one way ticket for ****** with the cost of Cad$ 1,515,80. I even tried to upgrade our seats and had an email sent by sept 10 saying that my offer was notaccepted... How come I haven't even received any email or call to be notified about my wife's ticket ???? How would it be if I went to the airport and the flight was full, How would my wife with a ticket purchased be able to return home if the system saidthat it was cancelled?After contacting **************** Card I was informed that they received the purcharged on August 27th at 10:08 PM ****** time on the amountof Cad$ ******** and it was approved.I would like an explanation about what happened and the the total refund on the amnout that I had to pay to get my wife back home

    Air Canada - Customer Relations is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.