Air Canada Customer Service Issues

My husband was on his way back to Montreal from Fiumicino airport in Rome, travelling with British Airways. Despite having all the necessary documents like his PCR test from Italy and passenger locator form, he was not allowed to board because the test was not in English. This caused a lot of frustration for him as the staff member was disrespectful and did not listen to his explanation. As a result, he is now stuck in Italy, needing to retake the PCR test and find another flight home. I have verified on the BA website that there is no specific language requirement mentioned for the PCR test, as the word "negativi" clearly indicates a negative result for COVID-19. I am disappointed by this situation and seek compensation for the stress, time, and inconvenience caused by BA. My husband cannot return to work as planned due to this language issue. I have all the relevant documents with me and hope this matter is addressed promptly as the treatment he received was unacceptable.

Refund Request, Hello, on March 27, [redacted], booking number [redacted]86, we had a trip booked with Vacances Air Canada to Polynesia which was canceled due to COVID-19. Our flight credit portion with Vacances Air Canada of [redacted].72$ was fully refunded on July 5, [redacted], while our VAC cruise portion was transferred to a credit with Norwegian in the amount of [redacted].44$. We booked a cruise with Norwegian for January [redacted] through Voyage Gendron (as the Norwegian credit expires in December [redacted]) and the credit received by Voyage Gendron from Norwegian is [redacted].08$, resulting in a difference of [redacted].36$, as the 25% credit Norwegian was supposed to add for a new cruise vanished. We are not aware of a valid reason for such a difference of [redacted].36$ between Vacances Air Canada and Norwegian. We request the refund of [redacted].36$ that we are losing by booking with Voyage Gendron for a cruise with Norwegian. Thank you for your understanding, and we can send you the invoice for our March [redacted] trip with Voyages Action Belœil Inc. and the coupons issued by Norwegian to Voyage Gendron. Unfortunately, I cannot include them in this message. Pauline Dubuc and Gilbert Constantineau

On the 25th of September [redacted], due to the delay of flight AC844 in Frankfurt, my wife G. Lingen and I, Gregor L. missed our connecting flight to Hannover LH048. Despite heading straight to Gate A23, the flight had already departed. A kind lady at the information center informed us that the flights to Hannover later that day were fully booked. Consequently, we purchased two train tickets for €[redacted].80 to make it to our engagements on Sunday. We kindly request a refund for the train tickets and a meal compensation of €30.20. Please inform us if this is possible, and we will provide our bank details. Best regards, G. Lingen

Last year, when Covid was worsening, I booked a flight that got canceled. Air Canada emailed me confirming a refund to the same payment method I used. The problem arose as I no longer have that bank account since I closed it last year. I assumed I could update my current bank info for the refund, but Air Canada couldn't process it that way. They advised me to contact the old bank, which was futile as I no longer bank with them. After reaching out to Air Canada via email three weeks ago, I haven't heard back, and my refund is still pending.

I, ZH, had an international flight from Vancouver to Montreal, Doha, Iran on September 29, [redacted]. Despite having a negative PCR COVID test, I encountered issues at the airport because I didn't have a printed copy of the test. Feeling unwell, I visited City Center Urgent Care Lab on September 27, [redacted], and got a negative result. However, due to my mother's hospitalization, I couldn't cancel my flight and proceeded to the airport on September 29, [redacted]. Unfortunately, Air Canada denied me boarding. This led to further complications, as I had to visit the airport lab, pay for another test, and stay for 28 hours to get a new ticket issued for September 30, [redacted]. The entire experience with Air Canada staff was unacceptable, and I will provide detailed feedback regarding this matter and my flight number via email.

I initially purchased two tickets for my wife and me to travel to Santiago, Chile on November 12, [redacted]. Last month, Air Canada unexpectedly canceled our direct flight from Toronto without informing us. I only found out when a family member couldn't locate the flight on their website. We chose premium economy for the trip to minimize COVID risks associated with flying. Air Canada rerouted us through São Paulo, Brazil, with a 5-hour layover connecting with LATAM, but LATAM only offers regular economy. They made this change without providing an explanation or offering a refund for the difference in fare. Later, I discovered that the LATAM flight was also canceled, again without notification from Air Canada. After contacting them, they rerouted us once more, this time with a nearly 6-hour layover in São Paulo, an 8-hour flight with a stop in Mendoza, Argentina. This situation is unacceptable, and we no longer wish to take these flights. We are now considering changing the tickets to a later date with similar conditions as our original purchase. After checking the options, premium economy is not available on the new dates. I am open to downgrading to regular economy but expect a refund for the price difference or a full refund to book with another airline.

I am writing to address my recent experience with canceling a flight. Despite missing the refund deadline by one day, I agreed to accept a voucher for future use after speaking with a representative on September 17th. I was informed that I would receive the voucher within 3 business days. However, as of October 10th, I have not received the voucher or the pin. This is concerning as I have a family emergency and require the voucher to book a flight. Unfortunately, I am currently unemployed and cannot afford to purchase another ticket. After contacting customer support, a different representative explained that vouchers may take 6-10 weeks to process. He also mentioned that the previous representative may have made an error in submitting my voucher online. As a loyal aeroplan frequent flyer and a customer who frequently travels with Air Canada, I am disappointed with this handling of the situation. I urgently need assistance with either receiving the voucher promptly or obtaining a refund to address my current circumstances.

I booked a flight back in January [redacted] for travel in July [redacted], but it was canceled due to COVID. Initially, I chose to receive a refund in aeromiles with a 65% bonus offer. Later, I opted for a cash refund in early May [redacted]. Despite the long wait and several attempts to contact Air Canada since then, I have yet to receive my refund of nearly £[redacted]. Hoping to use my remaining aeromiles, I discovered they had been removed from my account by Air Canada in May [redacted]. This has left me unable to book a flight to visit my family in Canada this summer, as planned. The lack of communication and support from Air Canada has left me feeling frustrated and out of options.

I had a flight booked from YVR to YQG on December 17 with flights [redacted] from YVR to YYZ and [redacted] from YYZ to YQG. My confirmation code is 34OYV2. On October 14, I received a notification about changes to my flights by Air Canada to AC0110 departing YVR at 10:00 and then AC8363 from YYZ to YQG. However, on October 15, I was informed that the new flight was cancelled. After multiple re-bookings by Expedia due to cancellations, I have spent hours on the phone trying to resolve the issue. The Expedia agent advised me to contact Air Canada at [redacted]. Despite my efforts, the re-bookings keep getting cancelled. I purchased this flight in June and would appreciate assistance in securing a confirmed booking for December 17 or a similar time. Please contact me at [redacted] or [redacted].

Regarding Air Canada Booking Reference U5AEM2 dated April 14, [redacted], I had booked flights AC [redacted] from Ottawa to Heathrow on June 2, [redacted], and return flight AC [redacted] on June 3, [redacted], for my wife A.N. and myself at a cost of $1,[redacted].32. The booking was canceled by Air Canada on April 17, [redacted], due to COVID-19. I submitted a refund request for the fares, acknowledged by Air Canada with Case Number CAS-[redacted]-L2F8R8. Despite multiple follow-ups, I have yet to receive the refund. My original payment was made with Mastercard, and although the card was later replaced due to a security breach, I have hesitated to provide the full new card number online for safety. The first 8 digits remain the same; only the final 8 have changed from 2[redacted] to 5[redacted], which should suffice for the refund process. I urge Air Canada to promptly process my refund of $1,[redacted].32. The prolonged delay, lack of communication, and difficulties reaching the airline have been highly frustrating, particularly for a senior like myself. I respectfully request immediate action on my long-overdue refund. Thank you. D.N.

I am experiencing difficulties becoming an Aeroplan member. I have attempted to sign up online and over the phone, but the application form consistently presents errors. Specifically, my London, Ontario postal code is being rejected. Despite booking two business class trips with Air Canada for my wife and me - one to Costa Rica and another to Spain - I am struggling to reach anyone at Aeroplan or Air Canada for assistance. How can I successfully register for Aeroplan when I am unable to provide a textable phone number?

I had a trip booked to Orlando in March [redacted] that was canceled due to Covid. The booking was through Expedia, and I received a credit voucher from AC. This trip was intended for my three sons and our father for our annual golf trip. Unfortunately, our father has since passed away, making the voucher less valuable to me since I need to settle his estate. After receiving an email on May 11, [redacted], from Expedia mentioning AC handling the refunds, I contacted Expedia, who directed me to deal with AC. Due to personal circumstances with the passing of both my parents in May and June, I missed the refund deadline in July. I was unaware I needed to apply earlier due to the unfortunate events in my family. Is there any possibility of extending the refund date to accommodate my situation?

I would like to address my recent experience with Air Canada, AC048 from Toronto to New Delhi on October 25th. Unfortunately, I encountered several issues during this journey that I wish to bring to your attention. Upon arriving at the airport at 5:15 a.m. for a 9:00 a.m. flight, I requested wheelchair assistance but was not escorted to the departure gate until 8:45 a.m., resulting in a delay in checking in my cabin bags. Despite my first bag weighing 20kg and the second bag 54lbs, I was charged $[redacted] for excess baggage. Additionally, my cosmetics, valued at over $[redacted], were confiscated during cabin baggage check-in due to being liquids. Unfortunately, I was informed later that day that cabin baggage could have been placed in the check-in luggage by my friend who was also on the same flight. I was traveling due to an emergency, with a leg injury that required me to limit pressure on it. The treatment I received from your staff, causing me both emotional and physical distress, was deeply disappointing. I hope this feedback prompts further training for your employees to ensure more compassionate and considerate customer service in the future. Thank you for your attention. Sincerely, Ashwani Gupta

Dear Air Canada, I am reaching out regarding a booking I made for my parents on flight LH761 from DEL to FRA to YVR departing on May 23rd, [redacted], and returning on AC44 from YVR to DEL on June 14th, [redacted]. Due to COVID restrictions, Air Canada suspended their flights and advised me to change the booking when operations resumed. Now that operations have restarted, I kindly request to change the departure to the first week of December and the return to the last week of December. As a loyal customer, I have always trusted Air Canada, and I hope you can assist me promptly with this change. I have attached the issued tickets and passports for your reference. Your positive response is eagerly awaited.

I had a flight booked for Las Vegas on October 30, [redacted], departing at 7:00am. There was a sudden change in the government's Covid testing policy overnight, and my rapid antigen test was no longer acceptable. Despite some passengers being allowed to board without the new test, Air Canada staff insisted I get a new test and questioned my vaccination status. I explained my Congestive Heart Failure and presented a doctor's letter, but they still prevented me from boarding, even after contacting Air Canada's head office. I was eventually charged for a one-way flight the next day. The same staff members made it difficult for me to board despite having the new Covid test, charging me for baggage and accusing me of causing trouble. This treatment felt like harassment, and the whole experience was distressing.

Subject: Request for Refund (Reference 3W42EH) I am writing to request the cancellation of my flight (Reference # 3W42EH) from Edmonton to Quebec on December 20, [redacted], returning on December 29, [redacted]. Due to the unattainability of COVID passports because of constitutional vaccination matters, I am unable to adhere to the necessary requirements set by Air Canada. When I made the booking, these regulations were not in place. During a conversation with an agent, I was informed that I could receive a transferable voucher; however, there would be a fee associated with this refund. I find this unacceptable, as I did not willingly choose to cancel the flight. Given that Air Canada sets the regulations, I believe I should be entitled to a full refund. Thank you, A. Broniszewski [redacted] [redacted]

I wanted to share some feedback about my recent Air Canada travel experience. On October 20, on flight AC135 with booking reference 2YUVDK, my husband and I were seated in different boarding zones though we were sitting together (31B and 31C). Despite having preferred seats, there was no priority boarding for us. The same situation occurred on October 31 on flight AC1130, where we were seated in 12C and 12A with different boarding zones again (Zone 4 for me and Zone 3 for my husband). Additionally, upon returning, I noticed my checked luggage was damaged. The zipper is missing the pull tab on the right side, and the bottom metal part is separated. This bag was previously used only as carry-on luggage and was purchased in May [redacted], having been used just three times.

Hello, I’m currently searching for a flight to Miami from Montreal Trudeau Airport. I will be traveling with my girlfriend’s family, who already booked tickets that cost $1,[redacted], which I find to be quite expensive. I discovered a similar flight priced at $[redacted] for the outbound journey and a different return flight on the same day at an earlier time for $[redacted] less. Despite the slight time variation, it seems like a more affordable option. Additionally, I found tickets with layovers for approximately $[redacted], making the journey longer but within my budget of $[redacted]. I am unsure if Air Canada offers price matching, but I prefer to fly with them on the same flights as my girlfriend on December 25 at 5:55 pm and returning around 3:55 pm on January 6. If I cannot secure a ticket with them, I will consider flying with Delta Airlines for affordability. I hope for assistance in finding a ticket within my budget. Thank you for your help.

Booking Reference: XTTQRQ - For B. and E. Monteiro - Flight Departure October 18, [redacted], onward to Goa, India on October 19, [redacted]. To Air Canada Customer Service, I am reaching out to address the inaccurate information provided by a representative in Toronto, Canada, regarding my recent flight experience. Both my travel agent and I contacted Air Canada and were informed of the following: 1. The flight departing from Toronto was delayed by more than 30 minutes, resulting in just a 2-hour transit time for our onward flight. 2. We were led to believe that our baggage would go through customs in Goa, and we received our onboard boarding passes and baggage tags indicating Goa as the final destination. Upon arrival in Delhi, we were informed that customs and immigration procedures needed to be completed there, causing further delays. While retrieving our baggage, we encountered a significant customs queue, fortunately mitigated with the help of a baggage handler who expedited the process for us to reach our onward flight on Vistara airlines. Please ensure your representatives have accurate information to avoid misleading passengers. 3. The meal services on the 16-hour flight fell short compared to other major airlines, with insufficient food of low quality. For further correspondence, please contact me via email at: [redacted] Thank you for addressing these concerns to enhance the service quality of Air Canada, a company I am proud to support as a Canadian.

Booking Reference: XTTQRQ - For B. and E. Monteiro - Flight Departure **th October **** and onward to Goa, India on **th October ****. Dear Air Canada Representative, I am reaching out to highlight the misleading information provided by your Customer Service representative in Toronto, Canada. Both my travel agent and I contacted Air Canada and received conflicting information: 1. The flight from Toronto was delayed by more than ** minutes, resulting in a tight *-hour transit time for the onward flight. 2. Initially, we were told that baggage would go through to Goa, with customs and Immigration at Goa International Airport. 3. However, upon arrival in Delhi, we were informed that we needed to go through Immigration and customs there, causing further delay. 4. The meal service on the **-hour flight was subpar, with insufficient food of poor quality. Please ensure that your customer service representatives are equipped with accurate information to avoid misleading passengers. Your attention to this matter is appreciated for the enhancement of Air Canada's services. For further communication, please contact me via email at: *****@***.com Thank you for your attention, and I look forward to improvements in Air Canada's services. Regards, Benedito Monteiro