If I could give 0 stars, I would have.
Purchase two flights return from Brisbane to New York via Vancouver prior to the COVID-19 pandemic. They cancelled the flights and only offered a credit voucher for 24 months validity in April. Then in May they made a big announcement about making travel vouchers without an expiry date but didn't make this automatic to existing vouchers. Never book a flight with them - they are notorious for not refunding passengers even if they are the ones that cancel the flights.
- Verified customer
The Worst Airline - AVOID
I purchased a refundable round-trip ticket from Denver, Colorado to Osaka, Japan departing on July 31 from Denver to Osaka. I still intended to go until I was notified that my flight was cancelled on May 21, 2020.
As per the email from Air Canada, it asked me to cancel the flight even though it was already cancelled by the airline. I did not do this because I wasn’t given an option for a full refund to my original payment method.
According to the United States Department of Transportation (DOT) which Air Canada is subject to in this case beca...use the flight originates and ends in the United States, I’m legally entitled to a full refund on my original payment method. The email states that flights were cancelled because of COVID-19, yet Air Canada is still flying to Tokyo on the same dates July 31 - August 9 with flight numbers AC8111 and AC3. I understand that it is the policy of Air Canada to offer a voucher, but policy does not supersede United States Law. I have called numerous times, filed a complaint with Air Canada and the US DOT, and Air Canada refuses to give me a refund. At this point, I will not vouch for this airline nor recommend them to anyone because of how they are handling this situation.
They are one of the best flight I I ever experienced. In the whitest time with Covid-19, I didn’t even have to call them. They did all the job for me and sent me email to confirm flight. They have the best service and best flight. I trust their planes more than other companies and like the space inside the planes. I book directly from them and find it cheaper then thirst parties. It is worth the price you pay.
8 weeks and still waiting for someone from customer service to respond to my complaint
8 weeks and still waiting for someone from customer service to respond to a complaint I made in January about being overcharged for a flight as their on line service was not providing the correct prices. Everyone in this company is uncontactable. Call centre is full of excuses why nobody has made contact for 8 weeks. The weather, Coronavirus, busy with lots of emails. How about you employ some more staff to deal with the backlog of emails/complaint?
Service is not very good
Flight from Melbourne to Toronto via Vancouver.
First their website needs a revamp as it's not user friendly compared to other airlines. The special dietary food was not good and it's too small for an adult passenger.
Carry on bags cabins are usually full and you end up in either placing it away from your seat cabin or somewhere else.
Entertainment doesn't really offer a lot, again compare to other airlines.
No food or drink from Vancouver to Toronto unless if you pay, so it's paid service despite the fact our flight is international. Flight attendant told me that I cannot pay using my debit card l, only credit card. Very weird even though they accept Visa debit for internet use on the flight.
Lost Luggage on both flights to and from Australia
Luggage lost on Flight from Sydney to Kelowna BC 14 passengers in group, 4 people had luggage. Air Canada were unclear if luggage still in Sydney or had been left in Vancouver. Luggage for our group arrived in dribs and drabs over the next day causing a whole day of lost skiing. No apology.
On return trip one bag missing for past 4 days without a word from Air Canada.
- Verified customer
Horrible customer service!
HORRIBLE! I required clarification on a matter regarding a flight from Hanoi to Vancouver. The online customer support continually avoided answering my question and her response was very non-committal and rude.
Phone service.....good luck! They want the customer to only call 24 hours before their flight.....but you still can't get through to anyone!
Past experiences (forced to fly with them due to my companies contract with AC) has me avoiding Air Canada. Unfortunately due to my circumstance I have to fly with them once again. Avoid this airline like the plague! Horrible pre-flight customer support, stewardesses with attitudes......this warning comes from having flown with them several times.
Customer mismanagement and non existent customer support
I had a return flight from Portland to Melbourne via Vancouver. The confirmed booking was to leave PDX on 15 January at 7.15 pm and return to Melbourne on 17 January 9.50 am.
Flight was scheduled to leave at 7.15 pm from PDX and arrive at YVR at 8.29 pm. The Flight to Melbourne was scheduled to leave YVR at 10.30 pm. Due to the weather conditions in Vancouver as announced at the time, the flight from Portland was delayed six times with an arrival at YVR at 10.50 p.m. As this delay meant that I was to miss the flight to Melbourne, I was then boo...
- Verified customer
We didnt mind the mechanical breakdowns of our aircraft in Ottawa that led to our missed connection at Vancouver to Melbourne. These things happen . So faced with a 30 hour delay Air Canada offered a hotel room when we arrived in Vancouver. Finally arrived in Vancouver 5 hours late at 3am - Had to stand in a queue with 50 other very tired people, little kids, elderly for ‘90 minutes’ to get hotel and taxi voucher even though air canada was aware for 8 hours that a plane load of people would need a hotel. That was kind of ok. Got the vouchers a...nd got in the taxi to discover Air Canada dont provide the specific address of the Holiday Inn Vancouver on the voucher - where do we go? (there are 6 holiday inns in Vancouver). Having no phone ourselves, our kind taxi driver called 3 hotels and was directed to downtown- that hotel found our booking elsewhere then directed us back to Richmond. By this time our taxi voucher expired and taxi now at our expense. Finally got to our hotel 4 hours after landing in Vancouver. We know other passengers in same situation trying to find their hotel at 4am too . this must happen every day ! Oh Air Canada - Why not put the full name and address of the hotel on your hotel voucher? Why send your customers on a random find the hotel race at 4am in the snow? Canada have no idea about customer care or service. They do good torture. I have contacted Air Canada customer care to request reimbursement of taxi fare - no reply.
- Verified customer
Subject: Horrendous experience
I booked my flight to Australia in April 2019 to fly out in December. It cost me 2600.00 return. When I boarded the plane and found my seat, I could not believe how small it was and how little leg room and elbow room I had. I bought a carry on specifically so it would fit under my seat so I wouldn’t have to bother with the overhead storage and could access my case when needed without bothering other passengers, however it wouldn’t fit under the seat and I had almost no room for my legs. I’m 5’2 and weigh 117 lbs.... I could barely move my arms without invading the space of the person sitting next to me. I was so uncomfortable for the entire flight I became sick and had to get up to go to the washroom, I literally could not get out until the other two passengers got up and out first, that’s how cramped it was. When I got to the washroom I couldn’t come out I was so sick and when I was able to come out I asked the flight attendant for an aspirin because I had an enormous headache. He said yes but just continued doing his thing, nothing important, just cleaning food trays and made me wait a good ten minutes, meanwhile my head is exploding with pain. Another passenger was also waiting for pain relief medication but was also ignored. I finally got it when I asked again. I’ve never had horrible experiences in the past but this was terrible! I’m wondering what air Canada is trying to accomplish with this effort to compact human beings in like sardines??? I realize we’re paying less and we know we’re not going to have all the luxuries but come on!!!! ALL human beings deserve the right to have a decent level of space all around them. Is this horrific experience designed to get the lower class accustomed to even more deplorable conditions??? Is the next step going to be having us sent to the cargo hold?? I have to fly back to Canada on January 9th and I’m absolutely dreading it!! Not that you care given the fact that you’re company has already stooped to such a low level with regard to your customer comforts, but I will be searching out a more bearable flight in the future with other carriers. I will also be expressing my enormous dissatisfaction via social media.
- Verified customer
Please, if you have a choice, do not fly with this airline. The way they treat their customers have hit a new low. Here is what happened to my family.
My parents flew on Air Canada Flight 25 from Shanghai to Seattle with a layover in Vancouver. My 65-year old mother gets very bad motion sickness from flights (ill to the point where she had to deplane on a wheelchair), and after the Shanghai to Vancouver leg of the flight, I was called to pick her up from Vancouver Airport directly since the passengers have already deplaned. I was going to drive...
We've been in Canada for 2 weeks. We were supposed to have another nearly 2 weeks of holidaying in Vancouver and Whitehorse. Air Canada, without explanation, have changed our flight schedule to Whitehorse twice. The second change was yesterday and it impacted another connecting flight, transfers and hotel accommodation. My husband has a medical condition which means we have to be careful in our planning. This latest change to our flight schedule means we can't go to Whitehorse and we have lost thousands of dollars in cancellations and booking n...ew accommodation and transfers. We were supposed to go to Whitehorse tomorrow. Now we don't actually know what we are doing and our travel agent is trying to mop up the mess. It doesn't help that he is in Australia and 6 hours behind and asleep now while we worry about where we will be tomorrow. Apart from losing a lot of money and not getting the chance to see the Northern Lights, we can't enjoy what we're doing now because we are so anxious. Air Canada seem oblivious to their customer. We have never experienced such poor organisation and lack of communication from an international flag-carrying airline. They need to know that they have ruined our holiday so I will be contacting them until I get through to the highest level of customer support to make sure that they are well aware of the angst they have caused us and the considerable cost to us.
Air Canada is Tops for Me
Montreal to Sydney and Return - 30 hours of travel each way, door to door.
Actual flight time: 21 hours - 5.5 between Montreal and Vancouver, 15.5 between Vancouver and Sydney.
Return, chop off 2+ hours for the wind on your tail.
I fly between YUL (Montreal) and SYD (Sydney, Australia) about 3 times per year. First time - economy. The flight between YUL and YVR (Vancouver) is easy at only 5.5 hours. The YVR to SYD...you have to plan! I had a great seat with a crappy seat-mate (this very young woman took up all the room, stuff all over the...place, trash under the seat..gaah) Still, I enjoyed my flight. The food was good enough, and the snacks that I had brought tied me over until we got to Sydney. The seat was comfy, and I'm average height and weight. The staff was really friendly. I tend to get up and walk around the plane several times during the flight, do stretches in the galley, etc. If you don't bug the attendants when they are busy, I find that they are 90% nice. (There's always that 10% who are not, sadly.) Second time I flew business class. WOW, what a difference. The service was impeccable...the comfort level extreme. I loved the lie-flat seats. I bring my own sound-cancelling headphones (Bose Quiet Comforts) as these block out all the noises and I can really sleep well - yes, even in Economy. Third time out I, my wife came out with me, and we flew Economy Plus. Economy Plus is kind of like the business class of old, where the seats recline a lot, you have plenty of leg room, the food and service is better...Anyway, we had wonderful service, great food, slept well. In Biz Class, seats are separated, and you're pretty much alone the entire flight. In Economy Plus, you can snuggle with your partner, chat, play games, etc. and have fun together. I really enjoyed Economy plus with my wife.
so rude, no service at all
we planned to visit U.S. and found a cheaper ticket on aircanada, unfortunately, we was refused to take the flight because we do not have a valid visa for Canada, there was no nocice/reminder about this.
No refund. Will never use again.
Sydney to Vancouver Return
One of the worst flights I've had as far as comfort goes. Seating is very cramped and cleanliness is bad. I dont think toilets ever get a proper clean and my pull down table was dirty. In fact I wouldnt be surprised if it was dried up vomit. However staff are quite friendly. Food is average. Do not like Boeing planes at all!
AND, when I picked up my suitcase on return to Sydney, the frame was bent and fabric torn with ground in dirt, as though its come off the trolley or similar at speed.
- Verified customer
Business Class from Brisbane to Vancouver
The flight over was fabulous! The plane -- 787's both times. Direct flights. Both flights left and arrived on time. The check-in process was quick with priority boarding, the flight attendants friendly, engaged and helpful. The food was wonderful (I ate more than I intended) and the 15 hours passed very quickly. So quick and comfortable in-fact, that I didnt even need to use any of the in-flight entertainment or music.
The return flight however was the opposite - the food was poor (not hot enough temperature-wise or not to my liking ie too...
Bad air service, no space for legs
From Montreal to LA:
we were seated at the first economy row right behind the last business row and their is absolutely no space for your legs, our knees were touching the separation wall. we are both average size (179cm and 168cm).
Worst flight we took so far, the crew was not helpful and even kick my foot as I was trying to stretch my legs in the lane.
If you choose to fly with them choose your seats wisely.
One word: scam bags
I used to fly with ac all the time for years, but not anymore after my last agony experience with them:
They canceled my flight due to weather conditions but wouldn't refund my $$$!
It took over 3 months of correspondence to fix it. Very slow and unproffesional servants of ac.
- Verified customer
Bad rules and lack of understanding!
Had a medical emergency for one of my parties could not travel for 14 hours. Air Canada refused the refund based on unexpected circumstances. I called and wrote emails tried to ask them to understand but COLD.
Hours of wait times you are actually better off paying more and longer flight times than dealing wit
It was voted worst airline in developed world.
I kept flying with them because of the flight path.
I’m done. Life is too short. I’ll never fly with them again.
I don’t trust this company. Several charges turned up on my credit card statement. I couldn’t call anyone about this at air Canada as their process is only online for inaccurate charges.its taken 3 months and air Canada emailed me saying we can confirm these charges are catering and suggested they might be insurance related.
I don’t have any insurance so basically this is just robbing me.
Questions & Answers
We are flying from Sydney to Vancouver later this year and have chosen to fly there Economy but flying back Premium Economy. Now we have decided to go over Premium Economy at an exhorbitant cost of an extra 7,500 dollars for this leg. We have booked through Flight Centre. Has any ever had such a price hike for a cabin upgrade booking request?
I can only speak for air Canada because that’s the airline I fly with when traveling to Australia. I fly economy and it’s always been fairly decent but this last time was horrendous. I wrote a review, you should check it out. However, if you’re paying that much extra for premium economy I hope you’re getting your money’s worth, seems they’re beginning to charge more while giving you less.
My disabled wheel chair bound and myself are booked to travel on the 11th September 2020 from Brisbane to Vancouver to catch the boat doing the Alascan inside passage, through webjet.
As my son cannot walk, just to transfer only, could you allocate us a seat close to the toilet, and do you cave a wheel chair on board to move him to such.
Charmain Sherry Frew
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