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

  11-11760 109 St Edmonton, AB T5G 2T8

• 

  Air Canada - Customer Relations

  150 Eastern Ave # 1 Chelsea, MA 02150

• 

  Air Canada - Customer Relations

  Airport Postal Stn ACC075 Saint-Laurent, QC H4Y 1C2

• 

  Air Canada - Customer Relations

  Calgary, AB T2K 6J0

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:06/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 **** and I flew business class from ******* (***), *** to *********), ****** on *****22, with a layover in ******** (***), Canada. Two checked bags were lost en route, one of which arrived 5 days later. We are filing this complaint because nearly ** days later our second checked bag is still lost and Air Canada has yet to respond to us or contact us at all about reimbursement for the bag and contents (value $********) or reunite us with the bag. Worse, they actually delivered the bag to an invalid address and left it with complete strangers.We have followed every required step at each interval, as per the instructions on the Air Canada Website. We filed a report on the World Tracer website (incident # **********). After 3 days without our bags, we completed the Baggage Tracing form via Air Canada's "Let ** Know" form, providing an itemized list of the baggage and all contents.We clearly indicated to Air Canada that our vacation address in ****** was only valid until ****/22. On that day, we contacted them, providing them with the new address and reminding them that the old address was no longer valid. On ***/22, we received a call from a total stranger who said our bags had been left with them, at the previous (no longer valid) vacation address, 9 hours away from us at that time. We contacted Air Canada who said they would retrieve the bag and send it to our permanent address in the **. This was more than 1 month ago now and to our knowledge the bag is still in ****** with strangers. We have repeatedly tried to contact Air Canada to resolve this or at least receive reimbursement for the contents of our bag, so that we can replace the items we have lost ($******** in value). They have yet to respond or resolve the issue, even though their Contact ** form indicates a response will be received within 30 days.We are seeking BBB's assistance to find a resolution.Attachments: WorldTracer incident report screenshots, luggage contents

  Customer Answer

  Date: 07/09/2022

  No, we have not filed a complaint with the ******** ********************* as we are not ******** citizens. We are ***. citizens who flew a flight departing from a **** airport.

• Initial Complaint

  Date:01/09/2022

  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 flew with air Canada with my sister, nephew and brother-in-law on Saturday August 27, 2022 from ******* to ********* and then the *********, **********. We purchased an additional ticket for my nephew who is 18 months old so we could have him buckled in a rear-facing car seat for the flight as per the transport Canada recommendations. we had no issues on the ******* to ********* flight. The flight the ************ was not as smooth. The first flight attendant we spoke to was fantastic, we got my nephew settled and were fine until a second attended came over and told us he needed to be forward facing. We explained that the air Canada website recommends the use of car seats and as pre transport Canada the recommendation is that children be rear facing until they are 40lbs as it is safest. The flight attendant argued and pulled out her personal phone to search for information. She told us the air Canada website says after 20lbs children must be forward facing. I too took my phone out and quoted the website saying rear-facing devices are GENERALLY restricted to babies weighing less than 20lbs, the attendant proceeded to tell me it was transport Canada who restricts rear-facing after 20lbs, I again showed that was incorrect. The flight attendant returned and states its in the flight attendant manual that he must be forward facing, we switch him to forward facing however are unsettled that Air Canada is only willing to comply with the minimum standard of transportation safety. Ive called air Canada for clarification to which they cannot provide and refuse to address or even confirm if this is policy or regulation restricting the weight of a rear-facing child.

• Initial Complaint

  Date:31/08/2022

  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.

  Hello,We paid for business class seat upgrades. We were downgraded to economy class seats. I spoke with customer service who was unable to process a refund for us at that time...****'s Record Locator: ****** *****'s Record Locator: ****** I would like a full refund immediately for services not rendered.

• Initial Complaint

  Date:30/08/2022

  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 applied and was approved for a Air Canada status match and was unable to fly thru Canada due to the ******** border being closed, although I did fly a partner airline due to the border closure i advised customer service of this issue and referred them to the ** Goverment website detailing the border closing dates i was advised this would be documented in my frequent flier account notes. i recently contacted Air Canada after getting the Air Canada credit card and was advised that i had two duplicate Air Canada accounts and no points or status had been posted to either account. i had been bounced back and forth between Air Canada and ***** credit card service with neither one correcting the error and linking my Elite status and benefits to my frequent flyer account

  Customer Answer

  Date: 01/09/2022

  I have not contacted Canada fta

• Initial Complaint

  Date:27/08/2022

  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 and my daughter took air canada from ********* to ******* on June 22,2022.we were ** a connection flight to ***** and air canada did not transfer our bags to ********. Arriving the final destination in ****** (********),our bags were missing. I notified air canada when I returned,and in Augs 23,2022,I received only one bag through ***** sent by air canada. The bag that is carrying my daughter's name is still yet to be accounted for.I have uploaded boarding passes and bag tags fir proper identification. Please let me know if additional information are required!thanks.

• Initial Complaint

  Date:15/08/2022

  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 flew Air Canada from ****** to ******* Air Canada rerouted my ******* to ****** flight without rationale or valid reason. Even after I showed up to the Air Canada ****** gate (and the flight was yet to board) they refused to reinstate me on my original flight.Arbitrarily rebooking flights, specially when the flight is on time, without reason or compensation is unacceptable. If the passenger makes it to the gate in time, Air Canada must honor the passenger's boarding pass and right to board his/her original flight. Air Canada must reimburse me the full cost of the flight and issue an apology for this illtreatment at customer service.

  Customer Answer

  Date: 15/08/2022

  No, I have not filed a complaint with the ******** ************************* I am relying on BBB to resolve this issue for me. Given the mistreatment, I demand a full refund on my flight.

• Initial Complaint

  Date:07/08/2022

  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 traveled on air Canada from ******** to ****** with a stop in ******* ** *******. Air canada lost my luggage and has still not provided any solution. Any costumer service interaction says they do not know where my bag is and that the claims department is handling it. They will not provide a number for the claims department and told me to email them. I have email them several times with no response. It's been almost 30 days since my travel and I have not received any action regarding my lost luggage. I want my bag back or money for the lost luggage so I can re-purchase all my clothes.

  Customer Answer

  Date: 08/08/2022

  I have not yet filed a complaints with the ******** ********* ****** because they require at least 30 days for the airline to reply before i submit a complaint. this incident occured ****/22 so it has not yet been 30 days. 

   

  I have contacted Air Canada several times and submitted a lost luggage claim. the telephone agent does not know where my bag is. they said the claims department is handling it and to contact them via email. they have not responded to my email from ****/22. they do not have a telephone line to speak to either. 

• Initial Complaint

  Date:02/08/2022

  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.

  On June ***2022, my family was traveling from ****** to ************* with a connecting flight in ******* Canada. Our flight was delayed for 5 1/2 hours in ****** by air Canada due to operational issues which made us miss our connecting flight. When we landed air Canada staff told us they could not provide any hotel voucher and that another flight was 2-3 days out. I have tried to get a refund for the flight I had to purchase to get home. I booked through Booking.com and have contacted them. They say air Canada rejected my request saying I was no show. I was a no show because I was still in the air when my connecting flight was leaving therefor missing it. Im currently $***** in debt due to this incident, missed flight and two days of hotel.

  Customer Answer

  Date: 02/08/2022

  No I have not contacted ****** *** **************. I didnt think about doing that.

• Initial Complaint

  Date:29/07/2022

  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 friend and I had issues with Air Canada (**) for our round trip flight from ** to ********. The night *****p) before the departing flight (***** **** *****), we were notified that our flight was canceled due to weather, but there was no automatic rebooking. We tried to call the airline but no one was answering. We then got to the airport at ** to try and get answers.The front desk was pure chaos. Even though we showed up before anyone else, the ** workers kept reshuffling the lines which meant we kept losing our place. It seemed they had no idea where people on the canceled ***** flight should go, and were very rude about it. Eventually after hours of waiting, they told us to get out of line. We waited and waited but still got no update. Each time we went up to ask for an update, they simply said they did not know. Finally at ** they tell us that there's nothing they can do for us and that 'we were on our own'. While we were refunded for the departing flight, ** would not refund the returning leg - which was useless to us without the departing leg.We ended up booking the next best flight (***** ** **** **). This was an entire day later, and was also from ********* instead. We had to spend extra time and money to get to ** now. The flight was also $*** more. Since the flight was an entire day later, we missed the Qualifiers of the F1 Montreal event, which meant part of those tickets ($***/person) went down the drain.We then had issues for the return flight on **** ******). First the flight was delayed, and then once we boarded the plane, we were deboarded due to mechanical issues. We had to wait another few hours because there was simply no one to help board us. In total, there were ~6 hours of delays. Instead of getting home by **p, we got home at ** and I was unable to go to work the next day.We should be compensated for the difference in price of the departing flight and for half of the F1 ticket since we were unable to go ($******/person x 2 people).

• Initial Complaint

  Date:25/07/2022

  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.

  Hello,My flight was cancelled without any warning June **** 2022(booking ref: ******). I was told at the desk of the first flight from *** to *** (*****), that they would not print out my boarding pass for my second flight and would not provide an explanation. They simply told me that I would have to do it once I arrived at ***. Once there(which had already been delayed by 3+ hours), I was told to go to the Air Canada desk where they STILL didn't tell me that my flight had been cancelled; and they even blamed ME for not going directly to the connection even though the flight no longer existed. I was never sent an e-mail stating that my flight had been cancelled, no notice whatsoever, nor was I given a reason for the cancellationThey had no hotel vouchers, so they gave me a website and promised me that once I would file the receipts, I would be reimbursed. On July **** I was sent an email that they would give me a ***CAD voucher for Air Canada. This is unacceptable. They lied, manipulated, and have made it impossible to contact them. What they're doing is immoral and illegal. I want to have some sort of compensation for this ordeal. I'm attaching my original itinerary, along with my updated one, the message I got back from Air Canada after filing my forms, and my receipt that they said they would reimburse me for. At an absolute minimum, I would want reimbursement for the additional expenses I accrued due to their incompetence and lack of transparency. I want to highlight that to this day, Air Canada NEVER explicitly told me or notified me that the flight had been cancelled.