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 has 24 locations, listed below.

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  Air Canada - Customer Relations

  Calgary, AB T2K 6J7

• 

  Air Canada - Customer Relations

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

• 

  Air Canada - Customer Relations

  Calgary, AB T2K 6J0

• 

  Air Canada Jazz

  5520 Miller Rd Richmond, BC V7B 1L9

• 

  Air Canada - Customer Relations

  150 Eastern Ave # 1 Chelsea, MA 02150

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:24/07/2022

  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.

  On June 28, 2020, I was forced to check in a hotel and spend approx $300 because Air Canada cannot get me a connecting flight, and forcing me to sleep in the airport.This is to demand that they fully refund me the $300, *** *** *** *** ************ **** *** **** *** *** ******** *** ************* ******** **** ****** *** ****** *** ****** *** ***** ****Other details can be provided upon request.

• Initial Complaint

  Date:20/07/2022

  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.

  Air Canada is using unethical business practices to deter passengers from claiming their paid voucher. When I purchased a flight that I had to cancel through Air Canada back in January ****, I was told that a Voucher will be emailed so I can use the funds that I paid towards a future flight. I received a voucher from the airlines via email however, the email states that in order to use the voucher, I will also need a Pin code which will be sent in another email, for safety. I never received the email with the Pin code. Ive checked, Spam folder, trash and all messages but nothing. Last week, I emailed Air Canada requesting the Pin. Ive also called and spoke to a representative whom email the finance department- who deal with vouchers. Ive also called on Monday and spoke to another representative who did the same thing - had to email the finance ***** Im still waiting for the Pin. Ive had to canceled flights with many other airlines before and used a voucher they have sent. But air Canada have the two step process of voucher and Pin code to make it more complicated so that they deter customers from using their earned voucher. To make matters more difficult, they dont send one but not the other. In my experience to make customers go on a goose chase trying to figure out what happened. I think Air Canada is using unethical business practices to try to deter people from using their earned vouchers.

• Initial Complaint

  Date:19/07/2022

  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, on June **, 2022, there was 4 travelers from ****** to ******* to **********. When leaving ******, the flight was late and we told them we could not make the connection. They did not assist. When we landed in *******, the status was complete disarray. There was no flight available to get to **********, so we rented a car. We talked to at least dozen people about getting our bags from the ****** to ******* flight, so we could drive home with our bags. After talking with over dozen people, with more than dozen answers, we finally got an answer from ****** representative, that getting our bags was not going to happen. I have been spending everyday on the phone for hours on hold and then receiving answers that are complete fabrications. Currently have files open ********** - **** and ********** - *****. No one has a solution or want to give any updates.

• Initial Complaint

  Date:19/07/2022

  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.

  We flew Air Canada from ******** from *** via Canada on July 7 2022 and both of our luggage pieces were not unloaded in ******** and as a result did not make it to DFW. This was on 7-7-2022. We gave both pieces of luggage to the ticket agent in ****** ********.We went back to DFW on 7-8-2022 to file a report since the luggage desk was already closed on 7-7-2022 when we landed (after hours of delays). We had filed a report ********** with the agent for our luggage - 2 suitcases are still missing. I called the luggage department waited several times over an hour and noone responded. I sent 3 emails to the luggage department and no response. i am missing my 2 luggage pieces and thousands of dollars worth of my personal items. There has been no communication from Air Canada at all.I need my luggage and items - ******** are the receipts for luggage and the claim form

• Initial Complaint

  Date:16/07/2022

  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.

  Date of transaction: 03/16/2022 The amount of money paid for the ticket: ******* The business is committed to being provided: flights on time, secured transportation, taking care of the suitcases, and assisting customers in case of any issue.The nature of dispute: Delayed suitcase, lost items, and almost eight days with no clothes, apartment, or car. Air Canada never tried to resolve the issue: No, they refused to assist me, as shown in the emails between me and customer service.Air Canada account number: *********** Booking reference: ****** Claim number: CAS-*******-****** Claim description: Im writing to you to explain my horrific experience with Air Canada after taking 3 planes with horrible customer service which started in ******** where they left me waiting for an hour before giving me incomplete boarding passes. They provided me with 3, then they cancelled all, to give me 2 in total.After arriving at *** in *****, they refused to assist me with retrieving my suitcase, registering again and getting the final boarding pass. After exactly 3 hours of looking for an Air Canada agent who simply refused to show up, they were called and just never came as I kept waiting. An agent then spoke with a border police officer, and she mentioned that the suitcase was transferred to my last flight to be received in *******, she said she will take it in charge and this was over the phone because nobody wanted to assist me in person. She said she will take in charge the process of transferring my suitcase.Needless to say, that never happened. I have not been out of the country for three years and then I have been in ******* for more than 8 days, and the suitcase was still in *****. No one called even though they said they would call me the next day as there were planned flights. Im renting a place and a car because my keys and needs are in the suitcase. I bought clothes because all my clothes are in that suitcase as well as other important daily items.

• Initial Complaint

  Date:14/07/2022

  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.

  Baggage was lost, and the claim was filed weeks ago. No Response.On the return flight, we were delayed and missed the connection. Then forced to pay for a hotel for 2 nights with no voucher. Claim filed but no response. I am out over a thousand dollars and would like some sort of response.

• Initial Complaint

  Date:13/07/2022

  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.

  We have been trying to locate a lost baggage for 7 days now, without being able to access any service via contact number (* *** ******** (****). We have also filled out the Let Us Know form, but nobody has contacted me back. The message I am getting now on the World Tracer website is Item located, pending confirmation as of July 6. I am currently in *********, left without most of my clothes and personal belongings. This is absolutely unacceptable! What options are available to us if we can't get any services to retrace our bag? This should be the minimum service available to us given our flights were cancelled and we were only rebooked the next day, due to Air Canada losing my luggage.