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Business Profile

Airlines

Air Canada - Customer Relations

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Air Canada - Customer Relations's headquarters and its corporate-owned locations. To view all corporate locations, see

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Air Canada - Customer Relations has 24 locations, listed below.

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    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.

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    Complaint type

    • Initial Complaint

      Date:11/12/2024

      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 Feb. ******* I paid Air Canada with my Credit Card and reward Miles from the same CC a total of ******** US dollars, $******** and ******* (worth $********) in reward miles, for booking around trip flight for my wife and I to **** with layover in *******, and a layover in ******** on the return flight, when we arrived to ************** on July **, 2024 an Air Canada employee decided to change our flight to ************** because of a storm in *******. Upon my return August * at ************ checkin we were told that our trip was cancelled when they switched airline in ****** and Air Canada had no more seats in any other flights that day so they suggested to stay in a hotel in **** to see if there were seats maybe on a flight the next day without offering to pay for the hotel, this was unacceptable to us so we bought two oneway thickets with Delta Air for the total amount of $******** including $***** Baggage Fee. I have been in contact with Air Canada and my ********** and all the airline has refunded us is $****** and ****** in reward miles (worth only $******) this offer is not even half of the full dollar amount. We understand that they had to pay for our fare to ********** to ****, but it was not our fault if they cancelled our full trip when they should have only cancelled the outgoing trip, so at the end with all the numbers figured we're claiming from Air Canada an additional $******(USD) to make up the difference for our return tickets. I have been in touch with them (Air Canada) via email after their offer which should show up on my CC in the next statement but have not heard from them. Thank you.********

    • Initial Complaint

      Date:07/11/2024

      Type:Service or Repair 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.
      Air Canada Flight **** from *** to *** on August **, was unable to accommodate hard sided luggage that met the size requirements due to the aircraft's overhead design. I was told I had to check my luggage at the gate, for free, through to *** and it would be waiting there for me. I was not given a choice, and I was NOT told that if Air Canada lost or misplaced my luggage that they would take no liability since I did not pay to check my luggage. My luggage was delayed in ******* and did not make it to ********. The baggage agent told me I would receive my suitcase the next day and to buy what I needed and to keep the receipts. My suitcase did not arrive the next day because Air Canada gave it to the wrong courier company. An Air Canada employee brought my suitcase to the island I was on after he was done work for the day, and at his own expense. Air Canada is refusing to cover any of my out-of-pocket costs because I did not pay to check my luggage. I want to be reimbursed for the costs associated with buying what I needed while I was without my suitcase for ** hours.

      Customer Answer

      Date: 11/11/2024

      Today I received an email from Air Canada that they would be issuing a payment to me for the full amount of my claim of $***. I can only attribute the reversal in their position to the Better Business Bureau sending a letter on my behalf.. So I wanted to reach out and thank you for the support you provide. It’s often difficult to see where a single person might prevail against a huge corporation, but twice with the Better Business Bureau being involved in supporting me that has happened. The first time was ******* and then with Air Canada. Thank you! Jacky 

    • Initial Complaint

      Date:27/09/2024

      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: September *, 2024 Amount paid to the business: $****** Business commented to provide me: To be at my destination on time. Nature disputed: Airlines are required to compensate passengers for flight delays. * hours or more, your compensation is $*****. Flight was delayed * times. Sept *, 24 = * times ultimately, the flight was canceled.and Sept *, 24 delayed * times. With no compensation or vouchers offer. Business tried to solve the issue: The lack of communication from the airline was truly astonishing. I didn't know the issue until I filled a complain with Customer Relations and was denied any compensation from Hotels and Taxi. No advertizing was involved.

    • Initial Complaint

      Date:27/09/2024

      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 Aug. **, my flight was delayed due to "unscheduled aircraft maintenance" (see attached email), which led to the flight crew running out of flight hours, which led to the full on cancellation of my flight. The airline lied and blamed it on weather to get out of paying for everyone's hotels. I want a refund for my flight ($******), plus a refund for the amount I paid for the hotel ($******), food ($*****), and in cancellation fees for the train they made me miss ($*), for a total reimbursement of $******.

    • Initial Complaint

      Date:26/09/2024

      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 had a booked flight to ********** on ******* ** ******* with the airline air Canada. That day unfortunately was the day there was a national outage and thousands of flights were canceled. I missed my cousins wedding because the airline was unable to rebook me on another flight. I had filed a refund request with the airline and they denies the claim. This flight cancellation was not anything to do on my part. I have heard from many people even on the news that the airline is required to refund my money and they have failed to do so. I am out $******* and it was not my fault. I am requesting a full refund.

    • Initial Complaint

      Date:26/09/2024

      Type:Service or Repair 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 September **, 2024 I was booked to return home from ****** to *******. On September *** I received an email from Air Canada regarding the "legal strike position" which had the likelihood of impacting our flight home. In the email from Air Canada it stated:"In order to give you the best options available, on August **, we introduced a policy allowing you to change your flight for free". Under the cancelation section of the same email it stated "If you purchased a non-refundable fare (which I did), you may cancel your itinerary and receive the value of your ticket in your AC Wallet or as a Future Travel Credit to use on your next Air Canada booking." No stipulations or a link to stipulations were included.I needed to be home for medical reasons, so upon seeing this email I took the recommendation of Air Canada and canceled our flights in exchange for a future travel credit. No where in this email, in the cancelation process through their app, or under the Fare Rules on the original booking confirmation did it indicate stipulations on how this credit could be used, nor did it provide a link to specific conditions.Upon canceling I received a credit of $*******. On September ****, I booked a new vacation with Air Canada with the understanding that I would be able to use the credit. When I called Air Canada to have the credit applied to the new booking they told me that this credit can only be used to fly from ******. At no point was this explained or was this information made available. If this information was available when I canceled my flight, I would not have canceled as I do not plan to return to ****** before the credit expired.I want this travel credit of $******* applied to my new booking but Air Canada is refusing and referring to their policies. The lack of information (or availability) related to this policy is misleading and demonstrated ill intent on the part of Air Canada. I just want to use the credit for my next flight as promised.

    • Initial Complaint

      Date:31/07/2023

      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.
      On July 14, 2023, Air Canada cancelled my flight due to staffing issues. I was told that I could request compensation as my new flight was delayed by two days.Air Canada had seats available the next day, but refused to give them to me because they were business class.They eventually rebooked me for the following day on another airline.While attempting to do their compensation process, the website failed multiple times and couldn't find my flight.After I finally managed to submit a claim, Air Canada replied and said the flight was operated by another airline so it wasn't their responsibility (it was an Air Canada flight). I replied with my original ticket. They did not respond.I tried submitting a new claim. They replied and said that the situation was outside of their control (staffing issues seems entirely inside of their control).Essentially, it seems that Air Canada prefers to jerk people around for as long as they can because there is really no recourse. In other words, just make sure the experience of making a claim is so incredibly frustrating that people will be forced to give up, and that way you don't have to pay them anything.

      Customer Answer

      Date: 31/07/2023

      Yes I have filed a complaint with the **** Estimated resolution time is greater than 1.5 years. 

    • Initial Complaint

      Date:30/07/2023

      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.
      Our seats were canceled for flight AC8620 on 06/26/2023 without any explanation. As a result, my family had to spend an extra day in *******, Canada. The extra stay incurred unnecessary expense. I tried to contact Air Canada for reimbursement but was denied.

      Customer Answer

      Date: 31/07/2023

      I tried to contact the airline for an reimbursement (case number CAS-*******-S7K3T1).  But the airline refused.  I tried to ask what exactly the reason that caused the cancellation and received no response.  We did not waste any time after getting off from our previous flight.  It looks like the flight has been greatly over sold.  And it looks like a common practice by this airline.  As an (indirect) evidence, one of my friends' family experienced the same about two weeks ago.  They had to spend an extra day in ******* as well.

    • Initial Complaint

      Date:29/07/2023

      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 **** trip with Air Canada ECO Flex scheduled to depart * ****** with boarding * ******.1. Poor organization at the gate created confusion and passenger **************** upon boarding the plane.2. Upon boarding passengers received notification plane would not depart due mechanical problems and inability to get paperwork for clearance to depart 3. We sat in the plane with cramped seating on the runway for several hours with disregard for individuals with **************** ********** requirements 4. Flight delay of several hours created crisis for ground travel and heighten concerns for road safety concerns which started with planes confusion at boarding mechanical problems/paper/how passengers were treated and forced to stay on the plane. ************ not discussed by airline who sent customer satisfaction survey.

      Customer Answer

      Date: 31/07/2023

      A complaint was not filed with ******** Transportation Agency....o

      A complaint was filed with both Air Canada Airlines and BBB. * ** ********** ************ *** ** ****** ***** ******* **** * ***** *** ***** *********

    • Initial Complaint

      Date:27/07/2023

      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 comfort economy fare flight to fly from PDX to YOW on July 16, 2023. Early on 7/16/23, I received a notification saying the first leg of the flight (scheduled 10:40am to YVR) was delayed (to 11:30am) due to constraints from an earlier flight (see attached screen capture).

      Since I would have missed the second leg to YOW (I would have arrived in YVR while the flight to YOW was already boarding and had to clear border control and custom with bag), I called customer service (which took 2 hours to hear back from them due to ridiculous wait times) to discuss options.

      They recommended to rebook a new flight since I would miss the connection to YOW, so they changed my flight to a red eye departure from PDX at 22:00 arriving in YOW at 9:13am the next day (there were no other choices - see confirmation attached). The agent could not give me the comfort seats fare I had purchased with the original flight, not to mentioned that I arrived one day late and ruined my first day of vacation due to lack of sleep. She recommended to file a flight disruption claim in order to receive the price difference of the downgraded seats from comfort fare to economy fare.

      I did that 3 days later, and they responded on 7/26/23 (see attachment) that the flight disruption was beyond their control (what exactly is within their control, anything??) so they had no responsibility to reimburse me the fare difference. They offered me an eCoupon for a future flight with Air Canada. However, because of this flight disruption, the subsequent disaster of the flight coming back to PDX on 7/23/23, and their terrible customer service (long line, rude staff, inefficient and lack of guidance), I never want to fly with them again! I request the price difference (in cash) between the comfort pre-selected seats fare I purchased on 4/2/23 (see attachment), and the economy seats fare I received due to this change.

      Customer Answer

      Date: 27/07/2023

      I have not, no. Not aware of them or how I would have to proceed.

    Air Canada - Customer Relations is NOT a BBB Accredited Business.

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