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.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Air Canada - Customer Relations

  Calgary, AB T2K 6J7

• 

  Air Canada - Customer Relations

  11-11760 109 St Edmonton, AB T5G 2T8

• 

  Air Canada - Customer Relations

  150 Eastern Ave # 1 Chelsea, MA 02150

• 

  Air Canada - Customer Relations

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

• 

  Air Canada - Customer Relations

  Calgary, AB T2K 6J0

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:26/07/2023

  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.

  My flight was delayed and I could not make my connecting flight to ****** on time. I called Air Canada to change my flight and was on hold for 3 hours! I felt pressure to book a new flight myself if I was going to make my connecting flight- I had hotel reservations, event tickets, etc. at stake and was set to lose thousands of dollars if I did not arrive in ****** on time. The airline is hiding behind the law that the flight was delayed for less than 3 hours, instead of the fact that I could not get a hold of the airline AT ALL. I lost *** dollars for the new ticket and they will not re-compensate me in any way.

  Customer Answer

  Date: 27/07/2023

  Have you filed a complaint with the ******** **********************  
  

  yes I have sent a complaint to Air Canada and they denied my request for a refund.

• Initial Complaint

  Date:26/07/2023

  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 booked a direct flight to ******, ** at ***** and arrive at ***** on June *st.- My flight was delayed until ***** with an arrival at *****.- My flight was further delayed until ***** with an arrival at *****.- My flight was then CANCELLED as a result of Air Canada's internal IT issues.- I was then put on a new flight from *** to *******, departing at ***** arriving at *****, and a connection in ******* at ***** arriving at ***** in ******. - My flight to ******* (on Air Canada) is delayed further to ***** departure, arriving at ***** in *******. As a result of this AIR CANADA DELAY, everyone on board who was trying to get to ****** misses their connecting flight to ******. This was later confirmed that it was indeed within Air Canada's control.- Air Canada tells us they won't be giving me a hotel voucher.- I'm told I need to call the Air Canada phone number to re-book my flight to ****** for the next morning, June *nd. I called the number but was on hold for over 50 minutes before losing the signal and giving up. It was now ***** PM at night and I was tired and wasn't prepared to sit on hold with Air Canada.- We decide our best course of action is to book a hotel at ******** (I split the cost with someone and shared a room). CAD$****** - We book the only flight available to ****** the next morning, receipt attached. CAD$****** - I arrive at ****** at ***** AM on June *nd. This is almost 22 hours after Air Canada was supposed to have me in ******.- According to your website and the *** website, delays at arrival of 9 hours and more are entitled to C$****** Air Canada only sent me $***.- Air Canada has sent me CAD$****** for the hotel and flight, short of the total amount they owe to reimburse for the hotel and flight.

  Customer Answer

  Date: 26/07/2023

  No complaint sent to *****************

• Initial Complaint

  Date:26/07/2023

  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 flew Air Canada a few weeks ago. I had booked a one-way ticket home from *********** to *********** via *******. *********** is a very small airport with very few operations there. Once they had already taken our luggage and we were at the gate they canceled our flight. Claimed a technical issue with plane (total bogus loophole as they cancel that flight a lot it turns out!). There was nobody there to help. We were forced to call Air Canada agents and they literally gave me no reasonable option to get home OTHER than get myself to ******** (required a $*** car rental due to limited cars at this airport and a one way rental fee, and $** in gas). THEN they had the audacity to charge me $**** for my son and I because the tickets were in an upgraded class. NOT my problem Air Canada. Not my problem. I only wanted to fly coach AS planned. They refused my ticket until I paid - whilst being trapped in ****** ****, desperate to get home. It made me sick to my stomach. Horrible and brutal policy. Customer ***** and Corp brutality in my opinion. So now Im out $**** and I filed a formal complaint with Customer Relations -and they will not respond to my request. I have sent many follow *** and I even emailed *********************** who is apparently a vice president there and he refuses to respond as well. How does this company operate with any dignity with the way it treats consumers? I am seeking help in resolving my issue and recovering my lost $$ they basically bamboozled out of me :(

  Customer Answer

  Date: 26/07/2023

  Answering the question that was posed to me no I did not file a complaint with the **** Is that something I should do?

• Initial Complaint

  Date:24/07/2023

  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 canceled my flight on **** ***** **** ******* to *****. we *** * ****** **** * ******** and we spent 4 hs trying to receive any news about what to do. Finally They gave us a Hotel ******* and another flight for **** **. The hotel ******* only included one night but we had to spend 2 nights in order to catch up the flight that Air Canada found for us, I want the refund of the night that we had to pay. The amount is CAN ****** - USD ******. I attached the bill from *********** with the amount of the night is not cover by AirCanada. Thank you for your help

• Initial Complaint

  Date:12/07/2023

  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.

  reference: ****** I am here at ***, very upset because representative here named ********* very impolitely didnt allow me to check in because Im late 5 mins at 8:05am for the check in time with a check bag. She refused to assist me and said I wasnt allowed to talk to supervisor or any representative at the counter. She simply asked me to leave angrily at the kiosk. I was so upset why she talked like that and her customer service throughout the whole time was so inferior. though I was managed to talk with someone at counter, its been 8:22am. Everyone was so arrogant, with a tone humiliating me only having a basic ticket fare, and not even provide any suggestions on what I can do on my end. All the representatives accused me of not checking in prior online. However, I did try to yesterday, but wasnt successful as the system wouldnt allow me to, requested me a **** going into Canada with US passport. Later, I have to beg them to get a phone number of Air canada for booking. Two hours wait later, I did manage to talk to the supervisor named *****, he honestly revealed that Canada boarder system had issue for early online check in, so which was actually not my fault and yet I had been accused of not checking in online through the whole time at the counter. He also said at 8:05am, they might be able to do something to assist, which was the total opposite of what I had been informed. This is not the first time I have issues communicating with Air Canada representatives at the counter. Last year at *** as well, I only had ** passport at the time. the representative said she couldnt find my ETA and immediately asked me to leave with no any further assistance. But I did have the number ready. And I had to beg her again for double checking. with such poor customer service. I am so tired of it. I do need an explanation why your customer skill is so poor and and I request a refund on my original tickets.And I am upset of ACs attitude towards people with basic tickets.

  Customer Answer

  Date: 12/07/2023

  No, I have not. I am not aware of the existence of this agency. Should I contact them? thank you for the help

• Initial Complaint

  Date:12/07/2023

  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.

  Booking reference: 3B4XVD ******************* Ticket no.: ************* ******************* Ticket no.: ************* Depart: Fri 02 Jun, 2023 I purchased 2 ****** first class tickets from *** to *** for ******************* and ******************* with Aeroplan miles on Air Canada site on July 18, 2022. When we arrived at the check-in counter at MLE on June 02, 2023, we were notified that our tickets from *** to *** were cancelled. The agents did not provide us with any reason. We were not offered an alternate flight back to ***. ****** check-in agents at MLE notified us that they cannot help us and that we need to contact Air Canada to get any help. I tried contacting Air Canada via phone, Tweeter, and ******** message at the airport. But they did not respond. We ended up purchasing another ticket back to *** from MLE.After getting back to the States, I filed a claim at Air Canada website on June 06, 2023 and got a response on June 29, 2023. Air Canada claims that they cannot help with the incident and that I need to contact the operating airline ******** for help. I also contacted ****** and they also claim that they cannot help with the incident since the booking was made on Air Canada site and that I need to work with Air Canada.I am shocked how I still haven't received any form of explanation on why the tickets were cancelled. And to this date, Air Canada still hasn't responded to my chats on Tweeter and ******** Messenger. Air Canada and ****** never contacted me for refund or compensation. I had to spend hours at MLE figuring out what I need to do and had 24 hour layover at ***. Because of layover, I had to get 2 nights of hotel. I need detailed explanation of what happened and why I was never notified of the ticket cancellation until I got to the check-in counter at MLE. I need refund for the Air Canada tickets and reimbursement for the last minute tickets from Emirates. I also want compensation for the time and money spent to get back to *** and the lost experience.

  Customer Answer

  Date: 12/07/2023

  I filed claim with Air Canada and had a chat with ******. They both claimed that they cannot help me. I attached all documents on the original complaint.

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair 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.

  Please see attached "Air Canada" Invoice
  

  Air Canada Vacation cancelled my confirmed direct flight from Toronto to Orlando * ******* without any notification.
  I only found this out randomly when I checked my Aeroplan account. Air Canada vacation changed my family and myself ( group of 4) to a indirect flight with layover to Montreal. Air Canada still have multiple direct flight from Toronto to Orlando that day that has more than enough seats available, but when myself and my travel agent contacted you to change my family to a different direct flight, our reasonable requested was denied for no reason. I am only asking to change my family from the cancelled ****** to ****** that still have availability.
  
  Air Canada Vacation literally changed my direct flight into flights with layover, refuse to change it back to other available direct flight, only to save the direct flights seats to sell at higher prices to maximize their profit. This would cause significant delay and inconvenience to my family. This is against Canadian Transportation Agency's regulation that you have to make every effort to minimize the interruption to my trip.
  
  According to the Canadian Transportation Agency, Air Canada vacation is obliged to book me a reasonable flight from a different airline at your cost if you have to since you have no reasonable flight that day. In your case, this is simply a change to your own flights, and I don't see any difficulty at your end. PS, you are the one who cancelled the flight and initiated the change without my knowledge.
  
  
  
  I request Air Canada Vacation to rebook for my group to ****** ASAP. PS, We need the young child to be seated together with an adult too. This was confirmed on both ways of my original booking, please make sure the seats are correctly selected for both ways of my current flights.
  
  

  Customer Answer

  Date: 12/07/2023

  No. This is a new event I just learned. I haven't contacted Canadian Transportation Agency.  I'm currently seeking them re-book me to the AC1674 directly flight on the same day. I'm not seeking any compensation at this point. Thanks!

• Initial Complaint

  Date:11/07/2023

  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.

  After witnessing something traumatic, I decided to finally take a vacation to see my friend in *****, it was always a dream of mine. I booked my flight from ********* to ***** (roundtrip) for ******** on April 30th 2023. I went to complete my online check-in the day before my flight and got an error that I needed to check in at the front desk. No warning about anything pertaining to passport restrictions, just to go to the airport and check in. So, I went to the airport on May 6th for my flight. I took a Lyft from an external parking lot since I was going to be in ***** for 10 days, it was cheaper than on-site airport parking. Then I waited at the check in line. The customer support ladies at the desk really were trying their very best to figure out what was the issue, since they couldn't check my in either. After making multiple phone calls I was informed that it is because my passport was 2 days shy of having 6 months remaining on it, and having at least 6 months remaining on a passport was required to enter *****. If I would have been informed of this when I booked my ticket, I wouldn't have booked it! If I was informed the day prior to me flying out, I wouldn't have pay for 2 Lyft trips to/from my car, and I would have had time to potentially figure it out. So there I was, literally crying uncontrollably in the middle of the airport. It was humiliating! Again, I appreciate the customer service lady who came from around the desk and gave me a hug. I fell apart and it was the first time in my life I couldn't keep it together. When I emailed the email address she told me to email about getting a credit so I could try to fly again at a future date, I was told "no." So rudely, so ****, I was so taken back by the customer service rep's ********* I just want to have the opportunity to try to make my dream trip at a later date, I don't think that is too much to ask.

  Customer Answer

  Date: 12/07/2023

  This has not been submitted to the ******** **********************

• Initial Complaint

  Date:08/07/2023

  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.

  Issue with lost baggage and mishandling of our personal belongings. Regular calls have not yielded the expected outcome which is to help deliver our bag safely or compensate immediately for the flight , baggage fee and any expenses we reported for buying new items Complaint filed at airport itself on the day of the incident. Incident * **********

  Customer Answer

  Date: 10/07/2023

  Havent contacted ******** transport agency

• Initial Complaint

  Date:03/07/2023

  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.

  In early 2020, I purchased two Air Canada round trip tickets for April 2020. The first ticket was to ********, ****** on April 1, 2020 ($******) and the second ticket was to ********, ******* on April 26, 2020 ($*******. The combined total was almost **** *********. Due to the pandemic, these flights were cancelled by Air Canada. In June 2021 (over a year later), Air Canada informed me that if I wanted a refund, I needed to initiate a claim through their website. But if I wanted a voucher for travel, I did not have to do anything and they would save the cost of my tickets as a voucher for future travel. Here is the exact wording from their email: "If your flight was cancelled before April 13, 2021, you must request your refund before June 12, 2021, in order for your refund to be processed to the original form of payment. After this date, you can request your remaining ticket value to be transferred to an Air Canada Travel Voucher or converted to Aeroplan points with a 65% bonus. Thank you for choosing Air Canada and we look forward to welcoming you on board whenever youre ready to fly again."This is the last communication I received from Air Canada about my tickets. When I began travelling again in 2022, I began calling Air Canada but I could never get through. When I finally reached someone in early 2023, I was told I needed to email Customer Support for the vouchers. When I did this, I received an email back on May 16, 2023 that said too much time had passed and they would not be giving me anything for my tickets. No refund, voucher, or points. I responded by asking that a manager call me, and no one called me. I phoned Customer Support again yesterday (July 2, 2023) and waited on hold for over 2.5 hours. The support agent said no manager was available to talk to me and hung up on me! I would like what Air Canada promised me - a voucher for future travel. They lied to me and are now ignoring me. Please help! This is absolutely unfair!!

  Customer Answer

  Date: 04/07/2023

  Hi ***

  No - I have not filed a complaint with the ******** Transportation Agency. 
  

  ******