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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 status

    Complaint type

    • Initial Complaint

      Date:23/12/2022

      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.
      My luggage was badly damaged during my flight from *** to ******* (*****/ on Dec 13th) . The lock was completely broken and the luggage was half opened when I found my luggage. The luggage was from ****** brand which cost about $1800. I went straight to Air Canada baggage counter in ******* airport. It was clear that my luggage could not be used anymore. However, I was told that I would have to file a claim online and they cannot do anything for me at the moment. I had a return flight scheduled with Air Canada on Dec 20th, but I had no bad to carry my belongings in. I submitted the claim online as I was told, expecting a reply before I leave *******. However, I did not receive any replies. I tried calling the customer service center number multiple times but was never even placed on hold. It kept on saying that due to high call volumes, please use the website instead. As a result, I had to buy a new luggage in ******* to carry my belongings back to LA. Also, I had to carry back my broken luggage for possible repairs which cost another $30 for check in bags. I still did not receive any replies from Air Canada. I would like to receive a compensation for a new ****** luggage.

    • Initial Complaint

      Date:21/12/2022

      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 booked my flight from ******* to ********* from *******. I am half way to my flight and Im here at ******, **. Dec 21, 2022. They cancelled my flight ******, ** to *********, ** and changed it to Dec 23, 2022. I was trying to cancel my flight and ask for refund but they let me call their contact center however the operator said they have reached their maximum holding. This is frustrating. They did not even offer an accommodation. They said they cancelled due to weather condition. That would be fine but change my flight 2 days after the original flight. This is crazy.

    • Initial Complaint

      Date:10/12/2022

      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.
      to the better business bureau representative.I come to you looking for help or a solution to a problem that was happening between me and the company canada airlines.i am ************************* residing at:***** ******************************************************* tel: ********** my problem is based on the refund, I had bought the tickets for the trip and there was a cancellation at the airport. I was entitled to a refund or other tickets, but during the period of the epidemic, which took at least 5 years. no one could travel. so I was entitled to the refund.I would like you to help me get my refund. I did everything, wrote, called the company canada airlines but it discredits me.thank you, I look forward to your follow-up *********** ****** ****** ******** ***** ****** ***** ******* ******** **** ***** ***** ******* **** ***** ******** ** ********** ****** ***** *** ** *** **** ** **** * **** ******* ****** **** ************** ******** ****** ******** ****************** *************** ****************** *************************** **** *************** ******************** ****** ***** ****** *************** **************** ********************* **** *************** ******************* ***** ******* ****** *************** ****************** ************************* ******* ******* ****************** **** ****** ** ************************** **** ****************** ***************************** ****** ***** ******* * ***** ******* * **** *** ***** ***** *** * ***** ****** ******* **** *** ******** ****** ******* *** *** ************* *** ***** *** ****** **** **** *** ******* *************** ****** *****

    • Initial Complaint

      Date:29/11/2022

      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 husband is paralyzed from the waist down, on Nov 16, 2022, when traveling home from ********** upon landing in ******* my husband was held on the aircraft waiting assistance from the aircraft seat to his wheelchair. We witnessed a full plane of able-bodied passengers including 10 friends exit the aircraft. The cleaning crew was allowed on board the aircraft and cleaned around us. The delay providing assistance off the aircraft caused a 24-hour delay in arriving home. Our able-bodied friends made the connection and arrived home while we endured a 24-hour delay in ******* until we could get another direct flight home.Then after a request to the Air Canada Rep for the accommodations be wheelchair accessible we arrived at the hotel and a wheelchair accessible room was not available. A unsafe and difficult transfer was required between wheelchair and toilet and no ability to shower.This treatment was continuous throughout our travel. We experienced delays in waiting for assistance in ******* and upon arrival in ********** during our arrival flight. We also endured longer periods while checking in and clearing airport security. When leaving **********, the passengers requiring assistance along with their companions traveled the tarmac to the aircraft by wheelchair/foot while able-bodied passengers traveled the tarmac by bus.I am waiting for a response regarding my filed complaints, a loss expense claim and a claim for damaged luggage. The claims for flight disruption were denied. When trying to speak with a representative I was advised I need to speak with customer relations and they are out-bound only. So once again we are waiting for the mercy of an Air Canada employee to provide us with assistance. According to the website: he is entitled to accommodations and services under the "Accessible Transportation for Persons with Disabilities Regulations" (SOR/2019-244) such as: persons with disabilities be treated with dignity and providing the mobility aid to the person on arrival at the destination without delay.

      Customer Answer

      Date: 29/11/2022

      I have not yet filed a complaint with CTA.  I would like to provide Air canada the opportunity to correct this matter.

    • Initial Complaint

      Date:28/11/2022

      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.
      We flew with aircanada on Nov 19th ******* to *********. We checked in 3 car seats and they lost them. They were not able to provide a replacement on the spot. We received car seats from ********************. On arrival to ******* today, Nov 28, they still did not have car seats to offer us to get home with. They refuse to provide any contact information to speak to someone about the issue.

    • Initial Complaint

      Date:26/11/2022

      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.
      Missing Aeroplan points, opened a case, and never heard back. Followed up multiple times, but only radio silence.

    • Initial Complaint

      Date:17/11/2022

      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 bought tickets to ****** for my family of 5. Airline tickets were $7,700. Air Canada cancelled my tickets July 1, 2022. I had to buy new tickets the next day that were double the price. They have not provided us with anything in return. Yesterday, they offered us only $100 airline voucher for cancelling our tickets. We are out over $20,000.

    • Initial Complaint

      Date:15/11/2022

      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.
      Failure to issue reimbursement or voucher for flight after offer and acceptance in June 2022. No response to correspondence.

    • Initial Complaint

      Date:10/11/2022

      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.
      In June of 2022 I bought plane tickets for my mom and stepdad from Air Canada. Unfortunately, on ******** my mom passed away. I contacted Air Canada several times to cancel her ticket and obtain get the refund. They told me that this process had to be processed online, which I did on 9/20/2022 and again on 9/28/2022. To speak with an agent takes more than 3 hours on the phone. I am attaching the original booking. I paid $907.90 per ticket and the total was $1815.80. I asked them to cancel my mom's ticket only which they did, but they didn't issue the refund. My stepdad's ticket is still valid. He plans on traveling on 12/8/2022. I am going as well, my wife and my son too. I just need them to refund my mom's ticket, which I paid with my own credit card. Can you please help me obtain the refund? Thank you very much!

    • Initial Complaint

      Date:07/11/2022

      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.
      Originally bought a ticket to go visit my sister in ********** but, due to my dad getting sick and priorities at home i was unable to make the trip and cancelled the trip. I spoke to ****** from Air Canada and agreed for a rfund following a cancellation of my ticket. This occured on May 1st, 2022 and i still have not received any refund for the ticket that i cancelled. I provided ****** with my flight number and details of the ticket. It **** been over 3 months now since i last talked to a member of Air Canada. The refund i was told i would get back is around 2300$ plus cancellation fees.

      Customer Answer

      Date: 08/11/2022

      These are pictures of my recent conversations and info regarding the ticket. I will send you my ticket payment once I can upload my **** documents to my phone.

       

       

      Thanks, Nav

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

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