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: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.

  I am filing this complaint regarding Aeroplan’s failure to process the transfer of my late mother’s Aeroplan Miles to my account, despite my having provided all required documentation, including a notarized copy of her will. In the will, my mother specifically bequeaths ***% of her financial and transferable assets to me, including bank accounts, investments, and personal property. There is no residuary clause in the will, and my brother is only mentioned in connection with specific non-financial items. Nonetheless, Aeroplan has insisted that I must either provide my brother’s Aeroplan number or obtain a letter of relinquishment from him—an unfounded and unjustified request, given he is not a residual heir and was never intended to receive Aeroplan Miles or any financial asset. The relevant section of the notarized will, which Aeroplan has received, is clear: “…to deliver to my daughter, *******, ***% of the proceeds from the sale of my house, all my jewelry, … and all of the funds from bank accounts, investments, insurance policies, and the safety deposit box, which is to be hers absolutely.” Aeroplan has since stopped responding to my follow-up emails, leaving the matter unresolved and unnecessarily distressing during a time of bereavement. I am asking that Aeroplan honor the will, respect their own estate transfer policy (which allows for the transfer of miles upon proper documentation), and complete the transfer without requiring documentation from a party who has no legal claim to these assets.
  

• Initial Complaint

  Date:03/06/2025

  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.

  On April **, 2025, I arrived at ******************************* (***) exactly ** minutes before departure for Air Canada Flight *** to ******* (***), fully complying with the baggage cut-off policy stated on Air Canadas website.Despite this, I was denied boarding. The check-in agent, ** ***, was unprofessional, obstructive, and dismissive creating an extremely distressing encounter, especially since I was traveling alone with my two young children (ages * *** *). His inaction delayed the process unnecessarily. The situation improved only after two other managers intervened and helped rebook me, showing that this was not about lateness but mishandling by staff.I filed a formal complaint (***e #******************), but received inaccurate and dismissive responses, including an incorrect **-minute baggage deadline. Even after acknowledging I arrived at the **-minute ***** the ***e was closed without addressing my key concerns or staff conduct.I have spent significant time and energy trying to correct this and seek accountability, but have only received canned responses.Flight Information:Flight Number: AC *** Flight Date: 2025****** Departure: Vancouver Intl (***)Arrival: ******* ******* (***)Requested Resolution:- Acknowledge that I complied with the baggage cut-off policy - Review staff behavior at the Vancouver check-in counter - Provide a sincere apology and appropriate compensation for the distress caused I hope this can be resolved professionally without further escalation.Sincerely,******* *******

• Initial Complaint

  Date:02/06/2025

  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 will attach my correspondence with Customer Relations ******** April of 2023, I was supposed to travel with family but due to a medical emergency was forced to cancel my flight. I chose to have my refund as an Air Canada Travel Voucher because it would "never expire" and could be transferred to a family member if I was unable to use it. The amount of the voucher was $******. As I was in hospital, I did not receive an emailed voucher, only the cancellation email. I thought that was all I needed to rebook. When I went to use the voucher last month, I was told by customer service several times that they could see that I had cancelled to a voucher and confirmed that it should never expire but I had to have it reissued by Customer Relations as it would have beenemailed to me. To my surprise, ***** ********* at Customer Relations told me that my voucher is expired and she cannot reissue it. She offered me a $*** coupon for my troubles. She does not reply to emails so I need to repeatedly fill out a new web form every time with my questions. Each of these forms is answered by her.I don't understand the confusion. I went through the proper channels to cancel and the voucher was approved by Air Canada....for the full amount. This Customer Relations representative has decided that for whatever reason, she can decide not to honor this voucher.I am well enough to travel and was booking a trip for earlier this month with my travel voucher. Because of the poor customer service and difficulty contacting someone in a timely manner, I was unable to travel. As you are probably aware, you cannot call Customer Relations or email them. Everything is done through a webform. My repeated requests for someone to phone me or to put me in touch with a supervisor have gone ignored. I just want them to honour or replace my voucher.

• Initial Complaint

  Date:26/05/2025

  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 round trip flight tickets to *********on the way there i was given one carry on. When checking in to come home i was advised i was not allowed any carry ons. I was forced to pay check in bag fee. Once on the flight every single other passebger had a carry on bag. I was the only one not allowed. I have tried to contact,message and get resolution the day of the flight and multiple times since. They wont ecen respond to or ackowledge my issue.

• Initial Complaint

  Date:23/05/2025

  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 am filing a complaint against Air Canada regarding a highly distressing experience during Flight *** on April **, 2025, from ********* to *********. We traveled with our * year old child and encountered a series of serious service failures -Miscommunication About Car Seat Policy:At check-in, we were told a car seat was mandatory for our childeven though there was no such requirement communicated at booking or listed on our ticket. Under duress, my husband had to take a $***+ **** round trip to retrieve the car seat, just to be allowed to board. This was later contradicted by the cabin crew who showed us the cabin manual herself, who cited that a car seat is not mandatory.Mishandling of Stroller and Cabin Storage:We were forced to gate-check a foldable stroller that fits under the seat. No one collected it at the gate as instructed, the staff put a tag on our stroller. Another confusing encounter. Upon boarding, our overhead bins were already occupied by crew luggage, and we were told to find space elsewhereunacceptable on a full flight.Subpar In-Flight Service:We were skipped during drink service multiple times. No meal was offered for our full paid child seat. A request to temporarily store the car seat was ignored for hours. A crew member spoke rudely to my husband for standing near the restroom with our childeven though other passengers nearby were not spoken to.Contradictory Information and ********* Flight Handling:On our return flight, no car seat was required at allcontradicting the earlier mandate. Upon arrival in *********, the Air Canada staff member ***** ***** dismissed our concerns and incorrectly insisted the car seat was always mandatory.We sent a detailed written complaint to Air Canada over * weeks ago (early May 2025) and have received no response whatsoever. We are pursuing this complaint with the BBB as Air Canada has failed to respond or acknowledge the serious service breakdowns we experienced.

• Initial Complaint

  Date:14/05/2025

  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.

  ubject: Re: Incident Report *********** No Replacement or Refund Received Dear Air Canada Baggage Services,I am writing in regard to incident report number ***********.Contrary to your message, I have not received any replacement bag, nor have I been issued any refund for the damaged item. I would appreciate immediate clarification on this matter, as it is inaccurate to state that the issue has been resolved.Please investigate and provide a clear update, including shipping confirmation if a replacement was truly sent, or details on the refund process if applicable. Otherwise, I expect prompt corrective action.Thank you for your attention to this matter.

• Initial Complaint

  Date:14/05/2025

  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.

  on may * *0*5 i was supposed to fly out to ***** out of ********************** with air canada (company) at **** pm. the flight was then delayed * times, ending with a cancellation at 1 am, resulting in me spending ** hours at the airport. the only things given to me were 3 $** meal vouchers, with a promise of a hotel voucher (hotel voucher was NOT received). i filed a claim with air canada as i missed out on an entire day of my trip and missed excursions i paid extra extra for hoping for some kind of reimbursement. air canada then said they were not responsible since it was a safety issue which i find very ridiculous because if it was such a huge issue, they shouldve cancelled it much sooner or had us all on a different plane. they are not owning up to their mistakes and are looking for loopholes to cover their own behinds.

• Initial Complaint

  Date:12/05/2025

  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 am a Staff ******** in the ***********************, and I am writing to formally complain about Air Canada's mishandling of my baggage and the subsequent lack of communication and resolution.On March **, I traveled on Air Canada Flight ****** from ***** (***) to ******** (***). Upon arrival, my checked baggage was missing. I immediately reported the issue to the Montreal baggage claim center, and a file was opened under reference number *********** I was informed that my bag would be located and delivered promptly.After arriving in ******, *****, I followed up on March ** and was told a second file was opened under reference number **********. Despite multiple follow-up calls on March ** and March **, I received conflicting information and no concrete updates. On April *, I received an email stating that if my bag was not found by the end of the week, it would be considered lost, and I would be contacted. I have made additional attempts to contact Air Canada since then, but as of today, I have received no further **************** a military member on Temporary Duty (***), the missing baggage contained essential items required for my duties, including regulation-compliant footwear, uniform items and grooming equipment. The lack of these items impacted my ability to perform my responsibilities effectively. I have submitted claims for interim expenses, but I have not received any acknowledgment or reimbursement.I am requesting immediate action to resolve this matter, including:A formal acknowledgment of the loss of my baggage.Reimbursement for interim expenses incurred due to the loss.Compensation for the lost items as per the Montreal Convention It is unfortunate as I've had great experience with Air Canada and its representatives/employees in the past, but this time was different. Last phone call the lady was extremely rude as well. I planned on traveling with Air Canada this summer, but it is not worth the risk.

• Initial Complaint

  Date:05/05/2025

  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.

  Air Canada cancelled my flight booking due to mistakes on their end (wrong pricing) with no compensation at all.

• Initial Complaint

  Date:02/05/2025

  Type:Billing 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 against Air Canada regarding the abrupt cancellation of my Business Class ticket due to a pricing error. This caused financial loss and inconvenience, with no meaningful resolution or compensation offered.On April **, 2025, I purchased a Business Class ticket via Air Canadas website for travel on May 29, 2025. The itinerary included:**** ******** ***** ***** PM ? Tokyo Narita (**** ***** ***** (operated by *********): *** ***** ? ******* (***) ***** Relying on this confirmed itinerary, I prepaid for related travel plans, including transport and hotel bookings.On May 1over ** hours after purchase and beyond the 24-hour free cancellation windowI received an email stating the ticket was issued in error and had been canceled. No alternatives, rebooking support, or compensation for my non-refundable expenses were provided.I have since learned that many similar tickets were released at this incorrect price, affecting numerous consumers. This points to a systemic failure in Air Canadas pricing and booking system, yet the financial burden has been shifted entirely to customers.I now face substantial non-refundable costs and serious disruption due to Air Canadas error. This practice is highly irresponsible and unfair to good-faith purchasers.I ask the Better Business Bureau to investigate and advocate for fair compensation for me and other affected customers. I am seeking reimbursement for verifiable non-refundable expenses and acknowledgment of the harm caused.