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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.
    • 204 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 status

    Complaint type

    • Initial Complaint

      Date:10/06/2023

      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.
      I have 2 very expensive pieces of luggage missing for a week. I have filed a report, went back to airport in person, emailed multiple times and called. They say they have not located them but my AirTag shows them at ***. Over ******* of items and I cant get anyone to help. Was left alone in airport when I went to airport. Was promised call backs but never get them. Ac73 **** Ac73 **** ******* large bag ***** crossbow Reference **********

      Customer Answer

      Date: 12/06/2023

      No we did not file complaint with ******** office. 

    • Initial Complaint

      Date:09/06/2023

      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.
      Below is part of what occurred, the entire story is found on the attachment, Thanks Created May 19 2023 File# YYZAC75244 - NAME: ******* New File created June 4th File: LHRAC13684 - NAME: ******* *************************************************************************************************************************************************************

    • Initial Complaint

      Date:08/06/2023

      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.
      My name is *********************** ****** as i mentioned i live in ******, ************, Canada. I am a Permanent Resident of Canada but i was in ***** due to some reason, but on 8 June ***************************************************************** from boarding the plane stating that i need a **** to enter into ****** which was clearly stated on ****** embassy website that a ******** Permanent Residence holder dont need a **** to travel through ****** airspace, i have provided my Permanent Residence card to show the proof that i dont need **** but she keep on repeating that no i cant board beacsue i dont have a **** and stopped me from getting onto the plane and now Air Canada is refusing to refund me because they say its my fault not theirs, i cant understand here why i am at fault when i didnt needed the **** why i was stopped to board the flight. Secondly i had to book myself a new flight to reach my home and got my other ticket wasted so well my money and the time.

    • Initial Complaint

      Date:05/06/2023

      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.
      This complain is in reference to the unresolved case opened with Air Canada, reference: CAS-*******-T2B7V9 Flight 81 from ***-***. I would like to bring to your attention some concerning incidents that occurred during both my inbound flight 80 on May 22nd and my current return flight.As a valued Aeroplan 50k elite member and Star Alliance Gold customer, I had utilized my esteemed eUpgrade credits for this flight, as my wife and I were traveling for our honeymoon. Given the popularity of this travel period, I had modest expectations regarding the upgrade clearance, and we were placed on the waitlist accordingly. However, upon reaching the airport, I discovered that only one seat was available in Business Class, rendering it impossible for **, as a party of two on the same reservation, to be upgraded from Premium Economy to Business Class.To my astonishment and dismay, the gate agents took it upon themselves to separate our Passenger Name Record (PNR) without consulting me first, creating two new record locators for my wife and me. This action was undertaken to circumvent Air Canada's eUpgrade protocol, which does not permit the upgrade of only one individual in a party of two.I vehemently expressed my objection to this bizarre and absurd course of action. However, the gate agents insisted that there was no recourse available, as my seat had already been reassigned and payment had been processed. Upon returning to my original seat, I encountered a passenger who graciously agreed to exchange seats, allowing me to reclaim the seat I had personally chosen and paid for. To address the inconvenience and distress caused, I kindly request a full refund, to be issued in Aeroplan points, for both the inbound and return flights. Furthermore, I am seeking reimbursement for the 17 eUpgrade credits utilized, as well as the associated $200 fee paid for the upgrade.I anticipate your prompt attention to this matter and a timely response.

      Customer Answer

      Date: 05/06/2023

      Hello,

      Thanks for your prompt response. 

      No, I have not filed any complaint with that agency.

      Please let me know if you need any other details from me in order to proceed with this.

      Thank you very much

    • Initial Complaint

      Date:03/06/2023

      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.
      I had a confirmed round-trip booking with Air Canada, flying directly from ******, ** to *********, ** on Dec 22, 2023, and returning on Jan 1, ****. The confirmation code is 4J4AHL, and I made the reservation through *********** Travel. Unfortunately, three weeks later, I received an email from *********** informing me of a changed itinerary and asking for my confirmation of the new schedule, which turned out to be an indirect flight.My wife responded to the email and clicked a button, hoping to see more details and options. However, the screen immediately confirmed the flight's change, revealing that it would now go through ******* before reaching *********, resulting in a long and inconvenient journey. The most distressing part is that the return flight was pushed forward to a Red Eye flight on Dec 31, forcing me to miss celebrating New Year with my family in *********.Immediately, my wife contacted *********** Travel, but they directed her to call Air Canada. After waiting for two hours, she finally spoke to an agent who informed her that nothing could be done since she had clicked the button. The agent disregarded my wife's explanation that the button provided unclear information, leading to an unintended click, and refused to assist further.I paid for a non-stop round-trip ticket, specifically allowing enough time to celebrate New Year. However, I am now left with a lengthy outbound flight that wastes my entire day and an early return, preventing me from enjoying New Year celebrations with my family.Although the ticket is non-refundable, I did not initiate the schedule change. The fault lies with Air Canada for failing to accommodate passenger schedules and providing a confusing user interface that caused my wife to click the wrong button.I kindly request Air Canada to either refund the entire ticket or allow me to change the flight to a less time-consuming stop, with a return date of Jan 2, enabling me to celebrate New Year in *********.

      Customer Answer

      Date: 06/06/2023

      I have NEVER filed a complaint with the ******** Transportation Agency.

       

      Hope this clarifies,

       

      ***********************

    • Initial Complaint

      Date:09/05/2023

      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 April *** **** @ ****** I called Air Canada ************** to book reservation for (4) from ******* to *************.The call was answered by an agent whose name I did not get. I gave him the necessary information he required in order to give me a quote. I was given a quote for *****, which I did not accept other rates were too high. The agent asked if I was flexible with the dates and the answer was yes. He tried a few dates but still I didn't accept. I advised him I would call back another day, he said he said the rate may be lower if he speak with his supervisor, however before the call was ended, the agent said " I will give you my phone number" I thought he meant extension number and I started writing the number down, it ended up being a phone number that he gave to me. The telephone number is **************, I said good bye and hanged up. My phone call with the agent ended at **** **.Immediately my phone started to ring, my phone displayed "SUSPECTED SCAM" and this telephone number ************.This number called @ ******, I was curious why the agent was calling me and especially why the display "SUSPECTED SCAM"I answered the phone, by saying " Hello" in a ***** voice the person on the other line said "I'm calling about your reservation, do you want to speak in English or Spanish " I said "excuse me, who are you" , I wasn't making reservations with you", "and how did you get my number" " get off my phone", I said. This person called again from the same number ************, (2) twice @ ****** and (1) once @ ******.This number was not the number that the agent gave me during my call with Air Canada. Obviously my telephone number was given to someone other than an Air Canada representative.Thank you for your time.

      Customer Answer

      Date: 10/05/2023

      The code enter ************** had expired.

      Please direct what next.

      Thank you

       

    • Initial Complaint

      Date:04/05/2023

      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 January **** I submitted a claim for delayed baggage, the claim number is CAS-*******-******. It is now May *** and this claim is still not resolved. On February *** I received this email copied and pasted:"Dear *******************************,Thank you for contacting Air Canada. We are sorry that your baggage did not arrive with you. Please accept our apologies for the inconvenience this has caused.In response to your claim, a cheque for the amount of $****** USD has been issued and will be sent to you by regular mail shortly. Please allow 3-4 weeks for processing and postage.As a goodwill gesture, we are pleased to offer you a one-time promotional discount code. Your promotional discount code is for **% off the base fare on your next booking. This is valid for three years from today and applies for up to 4 customers on the same booking.You can apply your discount at ***************** or through your travel agent. Please see ABOUT YOUR TRAVEL DISCOUNT below for further details.Thank you for choosing to fly with Air Canada. We appreciate your business and hope to see you on board with us again soon.Sincerely,Baggage Claims"I have been waiting for the check for over two months. I have contacted baggage claims every week and they continue to give me the same response that they are escalating the claim and someone will email me, but after sending over 15 emails to customer care in response to my claim I have not received any communication. This is fraudulent and highly unprofessional of Air Canada.

      Customer Answer

      Date: 04/05/2023

      I have not reached out to the ******** transportation authority 

    • Initial Complaint

      Date:26/04/2023

      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.
      This issue is regarding the return flight of my trip with Air Canada Vacations, which was flight ****** First of all, I booked this entire trip with my wife, and on BOTH flights, we were not seated together. This is unacceptable. The main issue however is that on flight *****, I was seated in 29H. When I arrived to my seat, there was an obese woman sitting in the middle seat already. I tried to sit, but was barely able to fit, as she was taking about 25% of my seat space. The middle armrest was also raised. I asked to lower it, and she said she was unable to do so.I spoke to one of the flight attendants and explained that I will not be able to be on a 4.5 hour flight like this. I was rudely told that there are no other spots, and then she just walked away, leaving me completely by myself to deal with this. If you continue to ignore me I can assure you I will contact the *** and every news organization and social media avenue I can, no matter how much time it takes. I am sick and tired of being treated this way. I will make it my duty to warn others of this and to make sure you are held accountable for your rudeness and lack of accountability and compassion. This was by far the worst flight experience I have ever had in my life. It is completely unfair for me to have to suffer and cramp the whole flight because of somebody else. I paid for a seat and did not even receive a full one. Your policy even indicates that passengers who cannot fit in a single seat or lower the armrest should purchase an extra seat. Clearly this policy was not enforced let alone even brought up by your flight attendants. I am not sure if this is something they avoid as to not offend passengers, however I was the one who paid the price for this in the end. This is extremely unfair and I would like to be compensated for this.

    • Initial Complaint

      Date:19/03/2023

      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.
      Flight tickets bought on 5/7/22.The flight was booked on Priceline with Air Canada with ****** and ********* serving some legs of the itinerary. Travel dates outbound ************ to ***** 12/17/22 (Economy)Return from ***** 12/31/22 (Business)Amount paid for 4 tickets $8,420.08 Issue: last leg of flight ***-*** with ****** was First Class. The airline downgraded us to economy and sent an email on 8/13/22 they will refund the difference once travel was completed.After multiple efforts and having to fill a refund form, Air Canada decided to refund $11.83 per ticket. I am sure AC will try to justify their calculation. There is no way that Air Canada has any flight anytime anywhere in the world where the fair difference between Economy and First Class is only $11.83.I appreciate the refund but the amount is unacceptably low.

    • Initial Complaint

      Date:17/03/2023

      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 originally booked several family members for an Air Canada flight, which I had to cancel due to health. Many months later I received the promised voucher credits.I rebooked the tickets this year. The airline made several changes to the 5 family members tickets, adding stops and time. Eventually the last change had us returning and having to spend the night in the ******* airport before flying home.I called customer service who assured me that this was not permitted by regulations and that I could now cancel my tickets and have my original payment method refunded.Getting through to anyone other than the first level employees on the phone is impossible as they cannot/will not have me speak to a supervisor. 30 days later I have not been refunded and I am told that what I will receive at some future date, are voucher credits. The problem is that I rebooked my flights for 5 with a different airline and paid with my credit card. I know will be out of pocket over $8000 US dollars and be forced to do something with the Air Canada vouchers. All travel wherever in the US must travel through Canada in order to use these vouchers.So not only do I not get my money back, but if I want to use these vouchers to go to *********** from *************, I MUST fly through Canada to get to ******.I just want the money refunded to my original payment method, my credit card.Thank you,

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

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