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:24/03/2025

      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.
      Date of Transaction: March **, 2025 Amount paid to business: $******* Synopsis: I needed to cancel my airline tickets which I purchased on March ****, 2025 due to a lack of communication from a travel **** I tried to cancel with Travelocity but to no avail as my ticket was deemed non-refundable and non-cancellable. I tried to plead my case several times by both calling and chatting Travelocity and Air Canada but to no avail. I just got tossed back and forth between Air Canada and Travelocity. *********** held that, in end, the policy is Air Canada's so it is their call when it comes to making exceptions or what have you. However, with all this extreme aggravation and rigmarole, I found the following excerpt on Air Canada's site on March ****, 2025:Please note, no matter what type of fare you choose, Air Canada will cancel any purchased ticket and provide a full refund without penalty up to ** hours after purchase.**************************************************************************************************************************, I sent an e-mail to Air Canada's customer care department on March ****, 2025 with the above excerpt and website link, and I keep following up but to no avail. The last I heard from Air Canada's customer care department was March ****, 2025 which is highly unacceptable for a response time. My matter is extremely time sensitive, and I was in touch with both Air Canada within ** hours of my booking to cancel, and I have proof yet both companies failed to advise me of the above excerpt. I am extremely frustrated and disappointed with Air Canada as I need to do what I must with my trip, and I cannot stand to lose $******* when the policy states I am entitled to get it back. This will be an ongoing case until I get a full refund, and I am rightfully entitled to it, so I have yet to see the problem. I need this promptly resolved as I need to know if I need to fully cancel my trip set for April **** to April **, 2025.Thank you.

    • Initial Complaint

      Date:21/02/2025

      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 purchased flight tickets on Air canada last year and cancelled early this year for a flight in May. Unfortunately there is no refund available due to the ticket i purchased. The cost was over **** dollars and I find it terrible cancelling that far ahead i am sure they can fill those seats to offer me *** dollars as a refund. I get their policy is ** hours but it seems so unfair if you cancel months in advance to lose so much money. Can you help? Thank you - My confirmation is below and the total cost. Even if they offered more than the *** i received. Even half.

    • Initial Complaint

      Date:21/02/2025

      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.
      Round trip tickets to ***** from ******* for 2. Flight back home was cancelled by Air Canada due to weather conditions, but rescheduled. Original itinerary: *****-********-*******. Newly rebooked itinerary: *****-*********-******-*******. My wife and I were given physical boarding passes in ***** upon the Air Canada check in process. When arriving to ******, we rushed to the gate for our final flight back home. The physical boarding tickets were with failed scan attempts. The attendant looked up our tickets within the database, and our names were not on their flight list. Even though, we had physical tickets with seat numbers. We were told we had to buy another plane ticket to *******. My wife and I did not know what to do. We had to get back home to retrieve our pets from the pet sitter so we bought last minute airline tickets just to get back home, costing : $****** total. When we got home we called Air Canada (02/14/25), they required an email compliant request, they replied today (*****/25), they claim it was an error with the booking company. We contacted *********** booking. **** ***** claimed the issue is with Air Canada as *********** was never aware of the flight cancellation and rebooking. *** contacted Air Canada twice, relayed back to us that Air Canada is refusing to credit us because they do not see a flight issue with the Denver-******* flight. My concern: we purchased round trip tickets, our flight was cancelled and rebooked, an additional connecting flight was added, and our last connection was not in the database causing us to spent an additional $*** and delaying our way home by an additional * hours. I want more than just an apology from their email. I want my money back. I want this concern to be looked into. This is ridiculous. This is fraud! I am very upset with this company for just passing blame onto another company. Thank you and please help, BBB.

    • Initial Complaint

      Date:19/02/2025

      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 was awarded compensation for a son trip my son was on that resulted in flight cancellations/delays. Now I am being told that they will not provide compensation because the trip was booked through a travel agent and the booking email address does not match my email address. My daughter was on the same trip and received her compensation check but they are denying my son.

    • Initial Complaint

      Date:10/02/2025

      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.
      My family and I travelled from ******* to ******, ******* via Air Canada from December **, 2024 to December **, 2024. Our flight from ****** to ******* was delayed twice and then CANCELLED on December **, 2024 due to crew scheduling issues (i.e. preventable issue by Air Canada). All passengers were escorted out of the gate to retrieve our luggage and we were informed that we would be "rebooked" on a flight the following day. My family and I needed to return to ******* on the same day due to an urgent family commitment. Two Air Canada representatives at ************** clearly told us that while Air Canada would not pay for any hotel accommodations or alternative flights to ******* up front, we would be reimbursed after submitting a claim after landing. Given these guarantees from Air Canada (consistent with their policy - attached), we proceeded to booking a flight on ******* flying out three hours later. We were unable to complete the booking online and thus a ******* employee at the airport helped us complete the booking over the phone using my credit card (Total $*******). We did NOT receive a PDF confirmation for this booking at the time. After landing, in the ensuing days, I submitted a claim with Air Canada to be refunded for our flight back via *******. After engaging in a long exchange of emails (attached), I was asked to provide confirmation of my booking. I acquired a detailed receipt from ******* and submitted it to Air Canada. Air Canada rejected it, stating that they wanted the original "booking confirmation PDF", which we did not receive -- despite the fact that my receipt had all the necessary information. A separate representative offered $***, not understanding that I was eligible for full reimbursement. However, Air Canada remained unreasonably obstinate that they would not accept any other receipt. I request BBB's assistance in obtaining full reimbursement for flight expenses incurred due to Air Canada's scheduling issue leading to cancellation.

    • Initial Complaint

      Date:10/02/2025

      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.
      January ** 2025 - I purchased 2 Economy tickets for Air Canada ****** *** ($**** *** I used a third party website (*************).January ** 2025 - I was emailed by Air Canada and informed that the plane had changed to an Air Canada Rouge plane (****** ******* ER). This is a smaller plane, and contains smaller seats. The pitch of an Air Canada ****** *** is a maximum of 34 inches. The pitch of an Air Canada Rouge ****** ******* ER is ** inches. The airline did not offer any compensation/credit/billing adjustment for the downgrade in seat size. I am a tall person with a chronic pain condition. I researched the dimensions of the plane prior to purchasing the tickets, and chose this flight specifically due to the longer pitch. I value the extra 4 inch pitch, and I was promised this pitch when I purchased the tickets. February * 2025 - I called Air Canada Customer Service and spoke with agent *******. Agent did not divulge the cost difference between an Economy seat on a ****** *** and on a ****** ******* ER. Agent said there was no way extra long pitch could be accommodated on the flight I had booked. Agent offered to move my tickets to a flight 12 hours earlier, which does not work with my pre-booked travel plans. I requested a billing adjustment and was denied. I feel this is an unethical business practice. My purchase was downgraded (smaller seat), and I have to pay the full price of a product that I did not receive.

    • Initial Complaint

      Date:05/02/2025

      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 paid for * exit row seats in row **, on our familys flight home from ****** to ******* on Dec **, 2024, and the flight **** was cancelled and changed to flight **** and all * of us were placed in random seats throughout the plane (not together) I was refunded for * seats so I need to be refunded for the other * seats still in the amount of $***.

    • Initial Complaint

      Date:03/02/2025

      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.
      I am filing a formal complaint against Air Canada regarding their mishandling of my baggage, inadequate reimbursement, and failure to resolve my case.During my flight from ******* (***) to ****** (***) on February **, 2024, my trip was severely disrupted. Due to a diversion to ******, *** caused by airport closure, I endured a *+ hour delay with poor communication from Air Canada. My checked luggage was then mistakenly sent to ********* instead of ****** and later rerouted to *******. As a result, I was left without my belongings for the duration of my conference (February **  March *, 2024).Air Canada advised me to purchase essential items, assuring reimbursement. However, they only offered $*** CAD, which does not cover the actual costs in USD incurred for clothing and essentials. I submitted receipts and formally requested a fair reimbursement per **** regulations, which entitle me to up to $***** for a delay exceeding * hours.Despite multiple follow-ups, Air Canada has dismissed my concerns. When I previously filed a complaint through the BBB, they falsely claimed they could not find my case, then abruptly closed it without resolution. This response is unacceptable given the financial burden and stress caused by their mismanagement.I request BBBs intervention to hold Air Canada accountable and ensure I receive the full reimbursement I am ********* Reference: *****************1 Aeroplan Number: *** *** ***

    • Initial Complaint

      Date:22/01/2025

      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 purchased a flight on ** Oct 2023, costing CA $****** (booking reference: ******). I canceled this flight on May *** **** and was sent an email stating I would receive a credit; however, I did not receive any credit whatsoever.

      I then filed an inquiry online with Air Canada (case number: *******************; see attached email thread. It took them * months to reply stating they would process a refund. I then received a "refund receipt" (attached) stating they processed the refund, but NONE of my original payment method information was documented in the refund receipt. Where did the refund go? I've checked my bank statement multiple times and did not receive any type of refund. I've emailed them an additional *** times, and they have not responded once.

      I write to escalate this matter to receive my money as well as additional compensation for the interest I would've accumulated based on my FOUR HUNDRED twenty-six dollar flight.

      The customer service is absolutely abhorrent, and Air Canada has robbed me of over $***.

    • Initial Complaint

      Date:21/01/2025

      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.
      On July * 2024 we booked flights on ********** for travel in September but due to a medical emergency we were unable to travel. We requested from Expedia a refund even as these were no.n refundable flights there is an extenuating circumstance clause for medical emergency they asked for a letter from the doctor specifying the cause of the illness we provided them with this letter they quickly denied our claim and told us to contact Air Canada.We.called Air Canada we explained our situation she advised us to cancel our flights so we not be a no show on our departure dates we authorized her to go ahead and cancel flights and she opened two case files for us.we received confirmation from customer care about our claim a few weeks later we were informed that our claim was denied unless we could provide them with a letter of refusal from the insurance company we called several companies only to find out that this letter does not exist insurance company told us that they were in business to sell insurance and not refuse it so I emailed the agent handling our claim and informed him of this non existing letter and requested to him to send me a copy of this letter at which point he told me aa I needed to provide him wythis letter and proceeded to tell me this was a non refundable flights there is of which I informed him of Air Canada policy on medical emergency they he stated that if we had purchased a higher price fare it might have been refundable.This agent and another agent sent me an email again saying that without this letter no refund could be issued we feel that we provided Air Canada with the letter stating my condition and that travel would result in imminent ********** are the case numbers ********************* ****************** find attached a copy of my doctors letter thank you for help I have all the emails that exchanged if you.need them

      Business Response

      Date: 20/01/2025

      Good day,

      Hope all is well, and we thank you for contacting us.

      Upon verification, we did not find an Air Canada Vacations' reservation under the name of the client for a travel in September.

      It is our understanding that the flight reservation may have been made with Air Canada. Allow us to explain that as Air Canada Vacations (ACV) is a tour operator, we dont have access to the airlines records. We have forwarded the claim to Air Canadas Customer Relations for handling and you may rest assured that one of their representatives will be contacting the client directly.

      For any follow-up, the client may contact Air Canada directly via their online form or by using the following direct link:**************************************************************************************.

      We thank you for taking the time to write to us.

      Sincerely,

      ******
      ***** * **** ****
      Coordonnatrice, Triage
      Coordinator Triage
      **********************************


      Customer Answer

      Date: 21/01/2025

       
      Complaint: ********

      I am rejecting this response because:
      It is not resolved 
      Sincerely,

      ****** *****

    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.