Air Canada Customer Service Issues

I did not receive a mobility device (walker) from Air Canada after Flight [redacted] from PSP to YYZ on December 23, [redacted]. No incident report was filed because the person needing the walker is autistic and developmentally delayed, unable to complete forms. Hence, no incident report number was provided, hindering our ability to file a lost baggage claim as your forms require this number. The system won't proceed without it. The person cannot visit the airport due to lack of transportation, residing two hours away by car. I am currently in Palm Springs and not returning home until the end of April. Despite spending over 4 hours on the phone with multiple agents, they insist on a form that cannot be submitted without the missing number. Kindly advise on the next steps, considering the form's requirement for a nonexistent number. I hope for a simpler resolution.

I would appreciate some clarification regarding the availability of wheelchair assistance at Pearson Airport. On my recent Air Canada Rouge flights, wheelchair service was not provided upon arrival at Pearson Airport, causing passengers, including myself with rheumatoid arthritis, to face difficulty and delays. The lack of available wheelchairs and the unprofessional behavior of some customer service agents, who were rude and inefficient, have made the experience unacceptable. Despite pre-booking wheelchair assistance, the service was not adequately provided. This contrasts with the service I have received from West Jet. I am considering reaching out to various media outlets and authorities to address these issues with Air Canada.

I bought a ticket from CDMX to Athens, Greece with a departure on September 5, [redacted], and a return on November 25 of the same year. I paid for it on July 8 with my Invex Volaris card, totaling $18,[redacted] MXN. It was invoiced and charged on July 13 with reference number [redacted][redacted][redacted]. I did not receive confirmation, so two weeks later, I called to inquire about my reservation code. They informed me that there was nothing under my name. After three more calls, a month prior, I was told again that it was not confirmed. I had to purchase a new flight for September 13, which was more expensive, and return on November 23. Due to the aforementioned, I request a refund for the flight charge.

Dear Sir/Madam, I am seeking clarification on a matter concerning my late husband's million-mile membership with the Maple Leaf Club. Over the past 40 years, William Giblin traveled extensively for both business and leisure, earning elite status in the club. As his companion on numerous trips, I too experienced the privileges of the Maple Leaf Club. Unfortunately, my beloved husband passed away two years ago. I currently reside in Montreal, with my children scattered across Toronto, Los Angeles, and Vancouver. Anticipating regular visits to my family, I am curious if there is a policy that allows spouses of deceased long-time members to retain access to the Maple Leaf Club's facilities. As I navigate this new chapter in my life, the familiarity and comfort of the club would greatly ease my solo travels. The impeccable service and amenities of the Maple Leaf Club have truly spoiled me over the years. I am hopeful that, if such a rule does not presently exist, consideration could be given to enhancing customer care by extending this benefit to surviving spouses. Thank you for your assistance with this inquiry. Warm regards, Hélène Giblin Aeroplane #[redacted]48

I need help understanding some credit card charges from Air Canada. It's challenging to find the right contact information on their website to inquire about this. I'm currently on hold, hoping to clarify this with a representative, but the options provided don't cover my specific issue. Unfortunately, I don't have a booking reference number since these charges aren't related to any flight bookings. Although I have an upcoming reservation, it was paid for using my husband's card.

I am requesting a manager to contact me regarding a flight that was inadvertently booked twice for the same day. I was informed that a refund is not possible but instead, a credit memo will be issued. The information given to me was misleading, and I urgently need to address this matter with a manager. The second flight was booked without confirmation of the first, and when I tried to cancel the initial booking, the agent stated they could only provide a credit memo for future use. This experience has caused me significant stress and dissatisfaction. Please arrange for a manager to reach out to me at [redacted] to discuss this issue further. Thank you, Jackie Nassiah.

I made a reservation for a week in the Mayan Riviera with three friends through Air Canada Vacations at the Hyatt Zillara Riviera Maya. Despite being promoted as a 5-star resort, it fell short. Upon arrival, our room had a sewage smell. After contacting my travel agent, I sought out the ACV representative at the hotel, which was challenging as they weren't available. The hotel staff were reluctant to address the issue without additional charges. It took three days for the ACV rep to get in touch. I had to personally negotiate with the hotel to move us to a different room after losing two days of our trip. Surprisingly, the hotel lacked beach umbrellas, food service by the pool or beach, and the pool wasn't heated. The delayed meeting with the rep led to a meager 10% excursion discount offer. The discrepancy between the actual experience and the 5-star rating left me frustrated with the misrepresented expectations and the lackluster response from the ACV rep.

I made an online flight booking on February 26th, [redacted], to fly from London Heathrow, UK, to Toronto Pearson airport on March 7th, [redacted]. However, I did not receive an email confirmation for my booking. On February 28th, [redacted], I contacted Air Canada to inquire about my booking and was told that it was not processed. I went ahead and rebooked my flight to depart on March 7th, [redacted], and return on November 20th, [redacted]. Today, I tried to reach Air Canada by phone between 16:31 PM and 17:30 PM to address the double booking issue but was unable to speak to a live person. I am reaching out for assistance in informing Air Canada about the double booking and requesting an investigation into the matter. Thank you. Sarojben Naik.

I booked a return flight from Frankfurt, Germany to Calgary, Canada on Air Canada's website for my daughter, an Au Pair. The initial flight was in August [redacted], and the return trip from Calgary to Frankfurt is set for June 30th, [redacted]. I need to change this to August 2nd, [redacted]. However, every time I try to make the change on the Air Canada website, I receive an error message "RB_IRPC_001." Unfortunately, I can't contact Air Canada directly as I couldn't find any email addresses, and the phone numbers are based in Canada. Despite my daughter's attempt to get help in person in Canada, they requested an additional CAN$ [redacted] for a service we already paid for. They promised a callback, but it never happened. The Frankfurt sales office phone number provided by Air Canada is not working. This situation is incredibly frustrating, and we would appreciate any assistance. Thank you for your help. Friedrich Strohbecke

I believe my luggage, which may not have been loaded in Geneva by AIR CANADA, has the final destination in Montreal. The reference declaration number is YULAC76421, and the hand luggage number in Geneva is GVAA311989. The owner of the luggage is a sailor named P. Psarrakos, and it is urgent for the luggage to be sent to Montreal without delay as he is leaving the port soon. It contains all his clothes for the next 4 months. Thank you for your immediate attention to this matter.

I booked a flight with AC from Vancouver to Asmara, ER, but upon check-in, I was directed to the Eurowings counter. To my surprise, I was charged a $[redacted] excess luggage fee by Lufthansa. The baggage policy I received via email clearly stated one free piece of luggage with additional pieces costing $[redacted] Canadian each. The return journey was even more problematic. When departing, Egypt Air charged me $[redacted] US. Then, when leaving Frankfurt for Vancouver, I was charged [redacted] Euros for 4 pieces of luggage, despite only having 3. In total, I was charged $[redacted] Canadian for excess luggage. I am seeking a refund and urging AC to monitor airlines operating under their name to ensure they adhere to the baggage policies. Thank you for promptly addressing these issues.

After purchasing a ticket to Greece for vacation, a family tragedy occurred, leading me to request a refund from Air Canada due to the passing of my brother-in-law. Following a lengthy exchange of emails and providing necessary documentation, the airline initially issued a voucher. However, after persistent communication over 8 months, Air Canada recently confirmed they can proceed with a refund while allowing the voucher to remain valid. Despite this, I have no desire to travel with Air Canada in the future and am seeking assistance to obtain the refund instead. My name is Sahar.

Hello, I have not received any response from you regarding my luggage concerns. Two of my bags were damaged, and six were delayed during my recent travels. You previously mentioned a compensation of $[redacted] CAD plus an additional $50 CAD for each delayed baggage, totaling $[redacted] CAD. I provided my bank details as requested, but since then, I have not heard back or received any payment. Can you please address this issue promptly or connect me with the appropriate contact person? The case number for the damaged luggage is CAS-[redacted]-R2F8F4, and the booking reference is W2J7CC. The names associated with the luggage are Matthias Huget (2 bags), Sascha Marie Huget, Louis Huget, Aline Illg, and Karsten Schneider. Thank you for your attention to this matter. Sincerely, Matthias Huget

I had a timely flight from Calgary to Cancun, but unfortunately, the immigration process took three hours due to large crowds. Consequently, my suitcase was brought to the Air Canada office and locked up. The office closed at 4:30 PM, and I was only able to leave immigration at 5:15 PM, leading me to return the next day with additional expenses for transportation. Despite attempting to contact Air Canada throughout the day, I received no response. It would be beneficial if the office that held my bag could extend their hours to better accommodate situations like mine. The lack of response from Air Canada at the airport was extremely disappointing, and I ended up spending a significant amount on taxis. Flight details: YYC - 8:15, CUN - 14:50, AC986, Wednesday, February 15, [redacted]. I am eagerly awaiting your response. Thank you. - Luana P.

On February 23rd, while I was in Germany, my Air Canada flights got canceled, and I had to stay overnight. When I tried to inform Air Canada that evening, the form timed out, asking me to try again later. On February 25th, I managed to submit a detailed account of the incidents, along with expenses, and received Case Number CAS [redacted]-h7C8D5 shortly after. However, on March 14th, I received an email from Customer Care stating that multiple claims were made. They closed the claim with all information and receipts under the case number, but it seems the one without a case number is still open. I'm confused about the status.

I am trying to access my Aeroplan account, but my PIN is locked. I am not receiving the necessary information to unlock it since Aeroplan or Air Canada is using an expired email address, [redacted] My current email address is [redacted] Please contact me at my new email so I can manage my Aeroplan account. Kindly send the code to my telephone number. Thank you. - Laurent Bisson - [redacted]

During two recent flights from Europe to Canada, we experienced the challenge of having young children under the age of 5 onboard who were continuously screaming. As someone with a background in education, I'd like to highlight that mental distress affects the same areas of the brain as physical pain. Forcing a young child to remain seated for extended periods without the ability to play, move, or talk can be incredibly stressful for them. Sadly, we observed instances where individuals were seen covering their children's mouths, which is concerning and puts the child's well-being at risk. How can we educate young parents to prevent such endangerment and trauma in the future? I am eager to receive some insights on this matter.

I recently flew with Air Canada from Manila to Toronto with my family. We extended our trip to explore more of Canada by flying to Calgary. Despite our excitement, I encountered an unsettling experience with a ground crew member at the airport. Upon approaching her, she seemed to intentionally avoid helping me while making inappropriate comments about my ethnicity. This behavior was unprofessional and unacceptable. I believe that customer service should be respectful and welcoming to all passengers, regardless of their background. I hope that Air Canada addresses this issue appropriately to ensure a positive experience for all travelers in the future.

Today (4/24/[redacted]) my flight, AC [redacted] to Calgary, landed at around 3:00 PM. I believe I may have left my black Samsung mobile phone on the plane. It was possibly in seat 39B, in the overhead locker above or on the other side of the adjoining walkway. I would greatly appreciate any help in locating it. Thank you for your assistance. My UK mobile number is +[redacted]64 for my wife, and the email of my friend is provided below.

Hello, I have booked 2 airplane tickets for clients traveling to Canada in the fall, and I made an error on a first name by inputting "nn" for the name "Corinne" instead of the correct spelling "Corine." Correct passenger name 2 LUVET/CORINE PNR /KBMQDS Could you please rectify this or make a note, please? Thank you in advance, Sandra IATA / [redacted]5 Sandra Pereira - Agency Manager TUI STORE SENS 84 RUE DE LA REPUBLIQUE [redacted] SENS TEL 03.86.83.36.95 / [redacted]