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

  1133 Avenue of the Americas New York, NY 10036

• 

  Air Canada - Customer Relations

  7050 Friendship Rd Baltimore, MD 21240

• 

  Air Canada - Customer Relations

  237 Harbor Way South San Francisco, CA 94080-6811

• 

  Air Canada - Customer Relations

  1 Grant McConachie Wy Vancouver International Airport Vancouver, BC V7B 1V1

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:02/05/2025

  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 regarding an unfair and disruptive experience with Air Canada.I purchased a business class ticket from Air Canada's official website, which was marked as a "special offer." The ticket was successfully issued and seats were confirmed. I booked this fare for my family, including a 6-month-old infant, for travel to *****. Trusting the validity of the ticket, I proceeded to book connecting flights and accommodations based on this confirmation.More than ** hours later, Air Canada unilaterally cancelled the ticket, claiming a "system error"with no alternative solution, no rebooking, and no compensation other than a refund of the ticket ******** a result, I am now facing non-refundable costs for related bookings and significant disruption to our international travel plans. This cancellation was not due to any fault on my part, and I believe Air Canada should be held accountable for the consequences caused by their error and delay.I respectfully request that your office investigate this matter and help facilitate a fair resolutionwhether through reinstating the original ticket, providing equivalent alternative arrangements, or issuing compensation for the financial and personal hardship caused.Sincerely,**** *****

• Initial Complaint

  Date:29/04/2025

  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.

  Formal Complaint Regarding Air Canada Travel Credit Restrictions To Whom It May Concern,I am writing to formally file a complaint regarding the conduct and policy practices of Air Canada in relation to travel credits issued after a flight rescheduling.I was booked on a round-trip flight from ****** to ******* with Air Canada, and shortly before departure, I received two email notifications that the flight had been rescheduled. Although the change was relatively small, I was under significant time pressure and could not risk uncertainty in my travel schedule. As a result, I booked another ticket and accepted Air Canadas offer to issue travel credit for the canceled flight.However, I later discoveredonly after speaking with customer servicethat the $***** travel credit issued could only be used for a one-way ticket. This restriction was not disclosed in the original communication or on Air Canadas website when I accepted the credit. Furthermore, I was informed that using the credit for a one-way flight would cost over $*****, significantly higher than a standard round-trip fare of about $***. I was also told that using the credit toward a round-trip flight was not allowed.I believe this is a predatory practice and goes against fair consumer treatment. The policy was not made clear upfront, and the way the pricing is structured makes it effectively impossible to use the credit in a practical way.I have attempted to resolve this matter directly with Air Canada twice, but to no avail. Therefore, I am seeking your assistance in addressing this issue and requesting either a full refund to my credit card or the ability to use the travel credit for a reasonably priced round-trip booking.Thank you for your time and assistance.Sincerely,***** ****** ****** *********************

• Initial Complaint

  Date:17/04/2025

  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 was originally booked on a flight to depart from *************** leaving at ****pm heading to *********; however, I wanted to take an earlier flight. When I looked at the flight change, I noticed that there was an earlier flight departing at *****pm and wanted to change my flight to depart at that time. I went ahead with the flight change process and picked the *****pm flight and went ahead with the payment information for the same day charge and received the payment receipt. When I looked at the flight information again, it was showing I was booked on the flight departing around *pm, which is not what I originally requested. I then had to go back and pay again to change my flight back to the original flight departing at ****pm. I am requesting a refund for the * charges of $*** ($*** in total) as the flight I wanted was not available and the Air Canada website changed the time on its own when I had selected an earlier flight and not later. I even called the customer service number right away and was advised to fill out the form for an escalation (which the agent helped me do on the phone). The Air Canada *** is refusing to pull the call to review and refuses to escalate me to a manager.

• Initial Complaint

  Date:11/04/2025

  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 has refused to Issue a Credit to my travel bank. The booking terms did not specify that cancellation had to be by phone. I canceled online in good faith based on what was presented. 'Cancel to a future travel credit for a fee1' is exactly what is stated on line- no where during the process did the Airline convey that cancelling the booking via their online portal would forfeit your travel credit. My first email was sent on February **** and Air Canada did not respond until March ****, mentioning that I should have called to cancel. There was no indication the credit wouldn't be processed had I used the online portal- why would you allow people to forfeit thousands of dollars? Stop offering cancellations on line to customers that were shown at the time of booking the flight could be cancelled for a travel credit. I'm asking for either a travel credit, to rebook, or to repay the taxes you refunded me and have that transferred to a travel credit, not a cash refund.

• Initial Complaint

  Date:09/04/2025

  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 a multi-leg flight on January ****, 2025 with Air Canada. The Confirmation Number was ******. The ticket number was **************. I could not utilize flight ***** from ******* Canada because I was rejected from boarding flight ***** in ************** because I was not informed that I needed a Canadian Transit Visa.I could not use my ticket for flight ***** from ******* Canada to ************************ because I was denied boarding on flight ***** that was from ****** ******* to ******* Canada. The reason that was given that I could not utilize my flight was because I needed a **** to transit through Canada. I was not informed about this requirement during the booking process, nor was I made aware of it at any point during my preceding flight from *********, ********** to ****** ********I am requesting a full refund for both flights returned to a debit card that I will provide. I also request a full refund regarding flight AC *** from ************************************************. My luggage was also misplaced in ******, came back damaged, and was delayed for four days. I desire compensation for the damaged and late luggage.

• Initial Complaint

  Date:07/04/2025

  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 ***** ******, Air Canada locator number is ******. I paid $******* CAD for a one way ticket from ****** to ***********, *******. Initially I received an email on * Feb, alerting me that snow and bad weather might negatively impact my flight to *********** that was originally scheduled for * Feb. I elected to change my flight to * Feb to ensure my arrival in time to meet my work ************** **** pm on * Feb I received alert that my Ottawa-Toronto flight * Feb was being delayed to a *:** am departure. This was due to poor scheduling and is well within Air Canada's ability and power to foresee, control and avoid.I went to the airport early in the morning. The customer service *** helped me change my flight and I arrived in ******* at *:**, ran through the terminal and arrived at the gate at *:54. The door was still open but they would not let me board the flight. I stood at the gate ready and able to board, and watched the door close and my flight depart without me.The ********************* Manager was called and took me to customer service. They attempted to rebook me that day to ***********. In the end, no flights were available. I was booked on a flight to ********, *******. I was told to get a taxi when I arrived in ******** and take it to ***********, and then to get a receipt and submit it to customer service for reimbursement. I arrived at ****. I hired a taxi and arrived in *********** at my hotel at **** hrs.I have had multiple emails with Customer Service, I have sent an email to the Director of Operations, ****** ******, that has went unanswered. They have offered $*** CAD for this event, which does not even cover the taxi I was told to take to fix the problem.I am requesting $*00 in compensation in accordance with the Canadian law, as well as $*** USD reimbursement for my taxi from ********, ******* to ***********, for a total of $**** CAD.

• Initial Complaint

  Date:07/04/2025

  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.

  Two weeks ago, I attempted to purchase an airline ticket via the Air Canada website, but encountered an issue with their online payments page. I made several calls to both Air Canada support and ***** Air Canada denied there was any issue on their end, but **** confirmed that there were no failed payments on their side. In fact, **** was able to see that the payment was approved on their end, but the Air Canada system did not take the necessary steps to complete the transaction.During the process of me calling between Air Canada and ***** the ticket price increased. Despite the payment issue on their site, an Air Canada agent informed me they couldnt assist with the price adjustment. As the ticket was for my child, and I had already purchased my own, I was left with no choice but to purchase the ticket at the increased price. Please note that after approximately ***** attempts to purchase the ticket online, I could only successfully do so via calling in to Customer Support and having an agent run my card. Again, note that this was not an issue with my card but with the online payments page.I am requesting a refund for the price difference between the ticket I initially tried to purchase and the one I had to buy. I have screenshots confirming the original price, as well as the error message that appeared on the Air Canada payments page, preventing me from completing the purchase.The original fare was $****** (with our AC Wallet balance of $****** applied) but I had to spend $******** instead due to the Air Canada error. The refund should be $***. Ive attached a screenshot of the full charge of $******* as well. I've attempted to contact Air Canada numerous times regarding this concern. However, each time, the only response provided is a generic macro which fails to address the issue.If any further documentation is needed, please let me know. Thank you in advance for your assistance in this matter.

• Initial Complaint

  Date:04/04/2025

  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.

  We had originally booked a business flight with British Airway (*****) to fly out on *** from *********. However, the flight was cancelled. We were rebooked with Air Canada (****** and *****) from *** * *** * *** on */*. The flight had a * hr delay, so we were going to miss our connecting flight from *** to ***. We were rebooked with Delta from *** * *** * *** (****** *** *****). The flight from ********* had a * hrs delay. Again, we were rebooked with Delta for a direct flight from *** to *** (*****). The flight was delayed for * hrs again. And our luggage didnt arrive to our destination due to multiple rebooking. ***** also couldnt honor our original business class tickets. We were downgraded. Our hotel wont refund us due to circumstances we cant control. This whole process has caused us significant emotional and physical stress as well as financial loss. It is not how we imaged we would start our trip.

• Initial Complaint

  Date:03/04/2025

  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.

  On March **, 2025, I purchased a round-trip ticket from ******* to ******* on the Air Canada website (ticket: *************). It was unclear whether this flight would contribute to Status Qualifying Miles and Dollars (*******) earnings, I called Air Canadas customer service multiple times for clarification. Unfortunately, none of the agents could provide a clear answer.Due to this uncertainty, I changed my itinerary to an all-Air Canada flight (ticket: *************). For this change, I paid a $*** fare difference, and my receipt showed Air Transportation and surcharges totaling $*****.The next day, I made another change and was issued ticket *************. At the time of the change, the Air Canada system displayed that there was no fare difference, only a change fee of $**. However, upon receiving my new receipt, the Air Transportation and surcharges had been reduced to $*****. Despite this lower fare, I was not refunded the difference. I called Air Canada customer service and they could not resolve my fare difference concern and told me to submit a complaint. A complaint was submitted on March 3, 2025, case number CAS-*******-******.Concerns:Customer Service Inaccuracy Air Canada agents were not educated on the Aeroplan rewards program and the impact of non partner-operated flights on ******* earnings. The website does not properly disclosed which flights offered on the Air Canada website quality for full rewards and what those rewards would be.Lack of Fare Transparency Air Canada discloses inaccurate fares when processing flight changes as the website shows no fare difference and I was charged a fee when there was a positive fare difference but offered no refund for a negative difference. To hide this, after making the change, Air Canada provided a receipt that had a lower fare than what I paid and did not refund on the difference. Resolution:Ensure I am compensated the full SQD that I had paid or refund me the fare difference.

• Initial Complaint

  Date:02/04/2025

  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 original flight was on August **** and that flight was canceled, I was in aeroplane and after * hours pilot announced that flight cancelled and then airport agent book next day flight on August 19th. I flew from *** to ********* and when I reach in *********, at the gate announced that flight is delayed ** hours because of mechanical problems and not related to whether and also gate agent told me that you can file claim because of inconvenience.I am requesting to proper compensation and I had meeting in ********* and Its waste of my time and money.I called and emailed few times but air Canada is keeps telling that flight delayed because Im if whether but thats not true all other airlines from ********* to ********* was on time and even at the date agent announced that flight has done mechanical issues.