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 has 24 locations, listed below.

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  Air Canada - Customer Relations

  Calgary, AB T2K 6J7

• 

  Air Canada Jazz

  5520 Miller Rd Richmond, BC V7B 1L9

• 

  Air Canada - Customer Relations

  1 Harborside Dr Lbby 2 Boston, MA 02128-2911

• 

  Air Canada - Customer Relations

  6 - 5533 Airport Way Kelowna, BC V1V 1S1

• 

  Air Canada - Customer Relations

  6 - 5533 Airport Way FORMER: reportable Kelowna, BC V1V 1S1

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:07/02/2023

  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.

  On December 28th 2022, my family travelled via Air Canada from ******** to *********. We checked 3 bags but only 2 bags arrived at the destination. I immediately filed a missing bag report at the air canada kiosk with an agent where I was told I would be reunited with my bag within a week. 2 weeks later after no update and calling several times to the baggage call center where I was told to keep waiting, I had a relative go to the **************** to get an update from somebody local who wasnt at the call center in *****.At the **************** my sister was told and shown on the screen that my bag had been forwarded to ********* on December 29th. The next day my husband went back to ***************** to try to get the bag back since we still havent heard a thing from air canada. At the ***************** he was told that the bag was still in edmonton. Since this time we have phone the call center (the only number available to speak to anybody) and each time, the representative gives us a different story about where my bag is. (Sometimes there is no scan info, sometimes its last scan was in edmonton, sometimes *********) the last call I had with a supervisor, I was told that since the bag had been missing for more than 21 days to consider it officially lost and the file a separate claim for all of the contents inside the bag as well as the value of the bag itself and the inconvenience caused to my family. I did that now two weeks ago and STILL have yet to hear a thing from any official of AIR CANADA. We did submit a separate claim for the few interim expenses that we were able to afford to replace a few important missing items like footwear etc which have been refunded by air canada. But the main claim of the whole bag and its contents continue to be ignored by Air Canada.

• Initial Complaint

  Date:29/01/2023

  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.

  I was originally scheduled to return to ********* flight AC *** departing from *** arriving in *** on October 12, 2022 at 22:40. This flight was delayed for several hours and then eventually cancelled due to unforeseen technical issues. We were rescheduled onto flight AC *** from ************* connecting through ****** which did not touch ground until October 14, 2022.While connecting through ******** on October 13th, my luggage was left on the tarmac in the pouring rain. It was not placed into the belly of the plane during my flight and therefore, was lost and not retrieved until 3PM the next day. As a result, all of the contents inside of the bag were damaged.I placed the lost baggage report when it was clear that it would not arrive in ********* the 14th. It was then delivered to me the next day with all contents destroyed. I filed a baggage claim with the carrier on October 18, 2022 and have since waited over 90+ days for a response. They have not responded to several of my follow up emails and phone calls. The issue remains unresolved. I am hopeful that you can support me in closing this chapter.

• Initial Complaint

  Date:22/01/2023

  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.Booking Reference: ****** Refund/TraveVoucher Amount: $1150.30CAD Cancelled a ticket on October 24, 2022. Opted for a Air Canada future travel voucher that was to be issued and emailed to me within 6 weeks. Been over 12 weeks and no voucher has been issued to me. I have tried emailing them multiple times, reaching them via chat on ********* ********* they refuse to respond.

• Initial Complaint

  Date:10/01/2023

  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.

  My December 26th flight was cancelled late on December 25th due to "equipment delays". I was rescheduled to the 29th.They intentionally disconnected their phone lines on the 25th so I had no recourse to correct the situation.I called the next day and waited for 4 hours to be told by a customer care worker that they had seats available every day, and that they didn't understand why I got booked so far out. So I had to call in to do their job for them.My rebooked flight was then delayed again, due to "technical problems with the previous flight". It was delayed 5-6 hours.Their policy page online indicates that cancelled and delayed flights incur compensation unless it's out of their control/weather related. Neither was a weather issue, and I have literal communications from them about that.I applied online to get compensation by their own policy, and the email I got back cited weather delays and refused me. I repeated this wasn't a weather delay and I have communications from Air Canada to demonstrate it. They said they wouldn't be talking with me anymore. They stonewalled me when I confronted them with the facts. I will be addressing this through every avenue available, including banks, legal counsel, and news outlets in the coming weeks.What an awful company.

• Initial Complaint

  Date:06/01/2023

  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 flight directly through AirCanada. Booking Number: ******. Air Canada cancelled my flight on November 26, 2022. I had to reschedule and catch a flight 6 hours later. My connecting flight was also cancelled and rescheduled 6 hours later.I submitted a refund request since Air Canada advertises that if your flight is delayed more than 3 hours, then a refund is warranted. I submitted a refund request. My case number is CAS-*******-******?. Air Canada has not issued a refund. When I called customer service they informed me that they did not have my booking number, that there was no refund request and that their telephone service line could not resolve this issue. When I attempted to contact Air Canada my email, their automated system rejected my submission because it stated I did not have a booking number.I simply want to receive my refund.

• Initial Complaint

  Date:05/01/2023

  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.

  On October 12, 2022, I purchased a checked baggage service on my flight with Air Canada. I paid Air Canada $33.90 for this service. Air Canada is committed to ensuring baggage arrives with the passenger at their destination. My baggage was delivered the next day, and I had interim expenses of $1,064.59. Under the Carriage by Air Act, passengers whose baggage is delayed are allowed to claim up to ***** SDR (which is translated to about CA$2,250) for reasonable interim expenses. I have submitted my expenses with descriptions and receipts to Air Canada. My claim was reviewed, but only $500 was paid out. I have reached out to Air Canada by email and telephone to request the remainder of $564.59 on 4 separate occasions from October through December of 2022, and have yet to receive a response from the claims department. I have let Air Canada know that I am able to provide them with additional documentation, such as affidavits, to support my claim. My booking reference is ******. My ticket number is *************. My case number is CAS-*******-******.

  Customer Answer

  Date: 06/01/2023

  Yes, please see attached. 

• Initial Complaint

  Date:01/01/2023

  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.

  I purchase a roundtrip ticket to travel to ******* for March 2020. The trip was cancelled by the airline due to COVID restrictions. When I first tried to get a refund in June 2020, I was told that I could apply the credit to future travel. I also tried to use Air Canada's online system to get the refund but the system was too busy to handle the request during the allowable period. In Oct 2022, I contacted Air Canada to apply the credit (~$600) for a future trip but was told that the credit is only good for 2 years (24 months). I contacted the customer relations online (as that was the only way to reach them) and waited over 2 months for a reply (finally got an email on December 30. 2022). During the 2 year period, I was never told by email or other forms of notice that the credit would expire. The electronic ticket (attached) also did not show any ticket expiration rule. Moreover, since the cancellation is COVID related and by the airline, the original fare rule even if it's in some fine prints on the airline's website should not apply. I believe my rights as a customer have been infringed by the lack of a proper channel to get the refund and the lack of communication about ticket expiration. I would like to raise this concern to your attention. Thank you.

• Initial Complaint

  Date:30/12/2022

  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 ***********************, myself and my wife ********, booked a flight to travel to *********** from ******* on Dec 19, 2022 flight ***** On Dec 16, we had a medical emergency *** ******** ** *** *** ******** *** *** ** **** ** * ******** *** ****** ** **** *** ** *** *** ****** **** ** * ***** *** *** ***** *** ******** ***** On Dec 16 I called Air Canada and informed them that we cannot travel on Dec 19 so we were given a choice either to get a refund of about $138 or convert it to a credit for future Air Canada flight I selected to have a credit for our future flight I received a confirmation with Email from Air Canada on Dec 16 that our request has been accepted CAS-*******-****** On Dec 17 to my surprise I received an Email from Air Canada informing me that they are unable to convert it to an Air Canada Voucher CAS-*******-****** On Dec 30 I called Air Canada at 1:09 and ****** answered and she confirmed that my ticket cannot be converted to a credit Please protect customers from deceiving information presented to me by Air Canada. Enough we have difficult situation now and hope you can protect us from miss representations by Air Canada

• Initial Complaint

  Date:30/12/2022

  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.

  We cancelled our business class tickets on June 2, 2022 and received an email confirmation regarding cancellation and of our Air Canada Travel Voucher Amount of $7923.54 to be received. The email received on June 2, 2022 stated that we should receive an additional email with our travel voucher numbers and pin and to allow up to 6 weeks for vouchers to be sent. We never received the emailed vouchers and have called numerous amounts of times where the agent states that they have spoken with the help desk and that we should allow for another 3-5 days for the email with vouchers to be sent. Months have passed with multiple case numbers opened and have yet to receive our travel vouchers.

• Initial Complaint

  Date:25/12/2022

  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.

  Due to a snowstorm, our flight was cancelled while we were at the airport. During checkin, I asked if this flight would go, and offered to rebook our family onto a later flights in the week. I was told the flight would probably go ahead and I should catch it if I could. Ok - thats fine. then it was cancelled. An inconvenience, but i had family I could stay with. When I went to ask at the gat what to do, they told me to call the **** number and that i would get an email informing me of the rebooking. The **** number was not even allowing anyone on hold, so I couldnt even get into the queue. So we wait - then in the middle of the night, I got an email from air canada. Informing me that my refund was processed, For 0$. So they left me totally hanging with no way to get back home, washed their hands of the whole thing, and didnt rebook us at all. I had to spend over **** to get my family home on subsequent flights, one of which was my husband - who had to get home ASAP because he had to get back to work - as a NURSE.