PORTLAND, OREGON -- Air Canada has their own set of rules when it comes to service. Most Airlines have a cut off of 30 minutes from departure. Air Canada has a 60-minute cut off that is NOT disclosed on their online ticket purchase documentation.
My wife had terminal cancer and we arrived 50 minutes prior to departure. We were rudely told that we had missed our flight and were told that our money would NOT be refunded. We talked to two different reservations personnel in Montreal who were apathetic and the male even hung up on me. Their solution was to to charge an additional $700 to put us on the next flight after we had already paid in FULL.
My wife was not feeling well, was on chemo and terminally ill. They took none of these facts into consideration. These guys are jerks, do not have to compete or be good to their customers because they are owned by the Canadian Government. I will never fly or recommend Air Canada to anyone ever again.
CALGARY, NEW JERSEY -- On Tuesday July 10th 2012 at the Frankfurt Airport I felt the service by Air Canada staff was unacceptable. Our flight 8499 United/Air Canada left Frankfurt at 1 pm to Ottawa. When we checked our bags in Frankfurt we needed to pay extra because they were overweight. That was no problem and we understood. We needed to go to another counter to pay for the extra weight. This is where our problems began. An Air Canada employee was at the counter and she was occupied at the computer doing something. We waited and waited while she sharply told us she was busy. Other uniformed personnel passed by looked at the line and did nothing.
Some people in line indicated they were missing their flight while the Air Canada employee worked on her computer and paid no attention to our distress. After standing in line for 45 minutes, I demanded to see a manager while she totally ignored me. Finally, another AC employee came to the counter to help us but not before she chatted with the lady at the computer. I have never flown AC before but somehow expected better. Gentlemen, in Frankfurt you have a problem, they don't know the value of a customer.
As a frequent flyer member, this was a nightmare worth describing. Crossing the line from Toronto with flight to Newark, I noticed on the flight departure screen the flight was delayed two hours. So delayed, I grabbed the closest restaurant inside the terminal next to the assigned gate - 200 ft away.
Needless to say, I got caught up on some work related computer time, and had dinner. 45 minutes before the announced time for delayed departure, I walked over to the gate, and was asked my name, and advised that the plane loaded earlier than previously announced, that they had paged me - I told them I was in the restaurant across the way, and then they advised me that their PA system does not go into the restaurant.
At that point, they told me my luggage was being taken off the plane. It was a pretty easy question then, "Can you get me on the flight, and with my luggage?" They called the plane, then assured me that my luggage and I could fly together to Newark. Now here is the fun part. I was sitting seat 1 A, the pilot announced due to weather conditions in Newark, FAA delayed our departure. This went on for 2 hours, yes, no, OK to leave, NO. Finally we taxied to Tarmac for departure, and were ordered to return to the gate. 6 passengers departed this flight - 40 minutes later cleared for take off. What was supposed to be a 1 hr flight, turned into 5 hours.
As we approached Newark we did circles in the sky for 1 hour until we could land. Went to baggage area, everyone else got their bags, but mine were not there. Put claim in, major meeting next day in Newark. Became a desk day the next day, assured by baggage customer service that they would trace and bring once found to the hotel I was staying at.
Finally, got a call that they found 1 of the 2 bags that were checked, but not the bag with my clothes. Again told they would call. Went to Newark Intl AIR CANADA Luggage claims, found my bags marked PRIORITY delivery - just sitting there. If I didn't take the initiative, the bags would still be there. Thanks Air Canada for no amenity bag, no clothes, for missing my major meeting (yes there was a reason for flying to Newark) and your horrible customer service. Offering money to a customer for this nightmare doesn't cut it. I am not looking for money, just my bags which were checked. Your service is below the radar!
I cannot believe Air Canada has no Customer Service person you can contact to resolve problems. After travelling with Air Canada for many years we have slowly switched air carriers through the years. The service on other airlines far surpasses Air Canada's, we have always had great response with WestJet… If they lose your luggage, they give you no hassle - will even give you a credit if you pick it up at the airport. Air Canada on the other hand is very good at saying "no" and "we cannot help you."
I have a complaint which I would like to resolve by speaking to someone as it involves supplying different types of information but am faced with people saying that there is no customer service person which I can talk to. I must first send in a complaint by fax which is kind of a last century thing. Who has a fax anymore? Then they may contact me. Good luck everyone if you have any complaints.
I feel it is ignorant that you cannot have a telephone conversation with someone in this day and age with the economy the way it is. I am so glad there are other airlines. Just thought I would share my dissatisfaction. Hopefully the better carriers win in the end or they change their policy. I was told they took away their customer service phone line 20 years ago by a manager in MTL.
CALGARY -- Let me start off by saying that we are a working class family trying to make ends meet. I booked 2 tickets for my children to visit their grandparents in Saint John, New Brunswick (we are from Ontario). A week before they were to leave my father-in-law had to have emergency quadruple heart bi-pass surgery necessitating us to cancel the tickets. We had purchased the non-refundable, non-transferable tickets so we were aware that we would not get our money back. We were told when we cancelled that we had a credit of so much per ticket. Although they offer a no cancellation fee they do however charge a re-booking fee of $75.00 per ticket per way plus applicable taxes. Thereby making the re-booking fee $300.00 plus taxes for both tickets. I have recently tried to rebook 2 one-way tickets for my children which cost less than the credit we have with Air Canada. So instead of applying the balance of our credit towards the re-booking fee they want us to pay the $300.00 plus tax on top of the price of the tickets and the balance of the unused portion of our credit we lose. Even if they applied the balance of the unused portion we would still have to pay Air Canada money. So in essence Air Canada isn't losing any money they are still making money (not to mention the interest they have made on the original purchase) but we, as consumer are losing money. They have been collecting interest off our money since May 19, 2010 (the date I booked the original tickets) but won't do anything for us. Air Canada forgets its the taxpayers that have bailed them out and they should be working with us instead of against us. All my husband and I want is fairness. Unbeknown to us we had booked their flight during the G20 Summit and Air Canada knowing that there would be numerous delays due to the G20 never felt the necessity of advising us of this fact but they are more than happy to take the bookings, peoples money and keeping it. A credit is just that money to be used at a later date. Why can't we use ours towards the re-booking fees? I think its time that Canadians banned together and flew other airlines and put a halt to Air Canada. All they are doing is using the Canadian name and how much is actually owned by Canadians? FLY WEST JET or if heading south cross into Buffalo and fly SOUTHWEST. You would be amazed by difference in personalities not to mention the price. You can usually fly out of Buffalo to Florida for a third of the price of Air Canada, and the drive from Hamilton to Buffalo is a quicker easier drive than from Hamilton to Toronto.
My daughter flew out of Grande Prairie AB today via Air Canada & its local connector Jazz Air. When she went to check in the check in person, who wasn't wearing a name tag, told her her bag was a bit over weight. She made my daughter open her suitcase at the check in counter, with every one in line watching, and made her take out a light grey hoodie jacket. When my daughter asked her why she was making my daughter do this, the reply was, " I'm trying to save you some money damn it!" My daughter took the hoodie out and put it in her carry on. This removal of a 1 pound item made her baggage suitable to go on now. After my daughter got her boarding passes, she found that she only had 2instead of 3. She got back in line and when she finally ended up at the check in was told " You have to get that in San Fransisco", and then told my daughter to move on so she could help another customer. My daughter made her flights, with United in Edmonton getting her her pass that was missing. My wife phoned Air Canada and related what happened. The Air Canada representative told us to make a complaint, because this kind of customer service wasn't appropriate. The representative on the phone and the people at United in Edmonton were more helpful and explained what was happening better than was done here in Grande Prairie. I think the next time we fly to the US we'll drive to Edmonton, park the vehicle at the Park & Ride and fly from there rather than from here, or else fly Westjet.
I'm writing this while flying on one of your planes from London to Calgary in executive class. I'm on flight 2051, it was originally 851, but yesterday's flight was cancelled. Your planes are nice, but your staff and catering need much training and lag far behind other international airlines. I've written this before, and still haven't seen any changes over the past one year. You have once again made a mockery of my vegetarian meal, it was cold plane rice and veggies. Even the staff were making fun of it, warning me not to eat it, as it looked unappetizing. Well I took the meal, but I should have taken their advice. It was horrible. I did not eat it.
You should experience, travelling 10 hours on flight, paying lots of money, not being able to get a proper meal and continually experiencing bad service. I dare you to eat the meal that was offered to me. I am a super elite member and have been an either elite or super elite for the past decade. You know for the first time, I have made a conscious decision not to take Air Canada on business and personal travel. My most recent flights to Toronto, Orlando, DC and a couple of other destinations have been not been on Air Canada on purpose. I thought I would try AC once again my recent trip to Europe, but I was again disappointed.
Surprisingly enough, the service on BMI your STAR alliance partner was excellent and with good food options for vegetarians. I request you to make a sincere effort to make the meals for vegetarians (AVML and VGML) more enjoyable. I have personally talked to office staff in Calgary and have volunteered good caterers that you can use. I've written several times about this and still the food has not changed, even in executive class. I've tried many times to write and to improve service and vegetarian meals on your flights, over the past year.
You have tried to appease me with $100 coupons for future flight. But you still haven't realized that I am not looking for small financial appeasements I find it personally insulting that you have not attempted to make any changes. I've tried writing letters to you directly, but no action. Now you can be assured that I will go public and file formal complaints with consumer groups and the aviation industry. Consumers should be warned that you do not take customer service or feedback very seriously. A very disappointed customer!
MONTREAL CANADA -- On August 4th of last year, I was supposed to fly home to San Francisco, departing Quebec City with a transfer in Toronto. The flight out of Quebec was scheduled to depart for Toronto at 3:30 pm but at 3:20 a PA announcement informed that the flight had been cancelled. We were told to return to the ticket counter so after being forced to wait in line for another 40 minutes more (as a result of obvious understaffing), I was greeted by a frazzled and disheveled ticket agent who considered routing me to Montreal but finally booked me to Toronto later that night, departing at 6:30 pm. I was told I would need to overnight in Toronto to catch my connection to San Francisco the next morning but this was “no problem” since all I had to do was speak to “any Air Canada Customer Service Agent” to get a hotel and meal vouchers for my overstay in Toronto. Unbeknownst to me (and apparently Air Canada's own ticket staff) Toronto was still experiencing serious delays and operational problems. My 6:30 departure out of Quebec, after numerous delays, finally pulled up to the gate at Pearson at 1:15 am. Exhausted, I cautiously went looking for “any Air Canada Customer Service” agent in a darkened and dim Air Canada Service area. What I discovered were long lines of angry and frustrated customers, all hoping to get hotel vouchers, flights rebooked etc., from TWO overwhelmed customer service agents. It took one and a half hours waiting in this line to realize that I never was going to speak to anyone. Air Canada had so totally mishandled this situation that for the vast majority of the hundreds of people waiting in line (including myself) the only option was to find somewhere on the floor to sleep. After trying to sleep on a ventilation grate for about 3 hours I finally got up and went to my gate for my departure to San Francisco a few hours later. As compensation for this incompetence, Air Canada has “graciously” offered me 25% off my next Air Canada flight! What a joke! I will NEVER fly Air Canada again and can only offer my condolences to Canadians stuck with this sad excuse of a national carrier in a monopoly market!
I was flying from Calgary to Kingston, Ontario via Toronto on February 14th. I had checked-in two garment bags and one suitcase (yes, Air Canada did allow me to check three bags instead of two as I was bringing home some clothing belonging to my wife and children who had travelled from Calgary to Victoria, B. C. to visit grandparents) and took one more garment bags as carry-on.
While waiting for my flight from Toronto to Kingston (the last flight of the day to Kingston), I became aware that there was a couple who was trying to get back to Kingston as the woman's mother had passed away. This couple had flown from Australia-Vancouver and Vancouver to Toronto. Due to the Olympics and heightened security at the Vancouver airport, there were serious Canada Customs delays and the couple missed their flight from Toronto to Kingston. They were both hoping to get on the last flight of the day; however, there was only one seat left on the flight. I overhead their plight and approached the Air Canada gate agent and asked if they were looking for volunteers to relinquish their seat; thereby allowing this couple to travel back to Kingston. The agent consulted with "someone" and returned to me a few minutes later indicating that, yes, they would use my seat. I was advised that my luggage would need to be off-loaded from the Kingston bound flight. After several minutes, I was advised that I would need to collect my baggage from carousel number 1 in the arrivals level. I was given a hotel voucher but no financial compensation for relinquishing my seat. I was told that, technically, the flight was not oversold by Air Canada and, hence, I was not entitled to any compensation.
When I went to the carousel to obtain my luggage - all that was there were my two garment bags. My suitcase was missing and I spoke with the Air Canada baggage agent and completed a missing baggage claim.
The following morning I flew out of Toronto and arrived in Kingston. Lo and behold ALL my bags arrived. When I returned home and began unpacking my suitcase I found the following items missing:
Air Canada has been less than interested. Flying public beware of thieves lurking in the baggage handling area of airports. LOCK ALL YOUR SUITCASES EVERY TIME!!!!!!
RICHMOND -- To whom it may concern,
Recently my work booked a flight for me to Prince George. I got stuck in traffic as a local bridge was shut down because of a serious accident. Inevitably this caused traffic congestion enroute to the airport. I arrived at the check in, talked to the woman agent with 20 min. before the flight was to take off. I had waited in line for 5 min. and finally got to the woman agent. Only 3 agents on at the time. I said wow I made it... she replied you missed your flight... it still had 20 min. 'til takeoff. I asked if there was anyway to get on the flight. There was still time, she replied, no you are to be here 30 min. before departure. Not in the least being polite.
I explained the traffic situation and that I had run in from the parking lot. She said she can't do anything for me. After about 5 min. of talk she said you can talk to a supervisor over there...pointing in a general direction. She continued she'll just tell you the same thing I did. Continuing on the agent said there is a flight later tonight at 10:15 I can get you on it as it is the last seat available and it is only a $150.00 transfer. With the pressure on to get to Prince George and possibly having no time to check other flights as this was the last seat on the later flight, I took it. Waited over 5 hours in the airport.
Got on the plane to find it only half full. I was lied to.
Found out the next morning my suitcase zippers on the back were open and my adapter for my phone was gone.
Also a person working with me said they were on my original flight and it was delayed 15 min..
I returned on West Jet and what a difference in: flight, manners, hospitality and service. Yes I did tell the Air Canada story to West Jet employees, it is not like they hadn't heard stuff about Air Canada before. They just shook their heads and said that wouldn't happen here... that I believe as I have flown West Jet a dozen times or so and have never experienced any grief or concern.
I feel cheated, I'm out $150.00, was lied to, stolen from and am not ever going to fly Air Canada again. To do all a service, I'm going to tell as many people as I can about this flight.
Air Canada-F grade. West Jet-A grade. Flight attendants were fantastic for West Jet too. Air Canada, take lessons from West Jet cause your service and theirs is night and day.
Very disappointed and unhappy Air Canada passenger.