Flight from JFK to Toronto on Tuesday May 27,2014 did not have business class or lounge access.
Flight from Toronto to Hong Kong on Tuesday Tuesday May 27, 2014 was delayed due to a sick passenger. Passenger was not removed from the plane.
Flight from Shanghai to Toronto with connection to final destination in New York on June 7, 3014 was delayed 2+ hours due to mechanical issues with the plane. Airline did not notify passengers in advance, secure booking with partner airlines, delay connecting flights, provide connection and hotel information. Customer service email address is not available or offered. Customer Service email link does not function. Call wait time was 56 to 125 minutes. Customer service representative (Steven with no last name given due to security purposes?) had access to limited information and was less helpful than the airline desk.
Why would an airline have passengers handle a hotel reservation once they arrive in Toronto after a 14 hour flight and not provide this information in advance?
Overall very disappointing and will likely never fly Air Canada again.

My claim for delayed baggage was received by Air Canada 27th March (acknowledged by yourselves). Still waiting to receive any settlement for what I have already paid out!

Tried to use the on line chat facility. Was told by Sharon to hold for 2 -3 minutes and she then got really shirty with me, when 20 minutes later she had still not got back to me – saying she needed more time. This is not a service – it’s a joke and Sharon needs to go on a customer care course!!

Paula Yates

Sorry did a memtion that Air Canada SUCKS!?

I have been in contact with your Social media team and they have invited me to write to you.

My 92 yr-old mother (who is an amputee of less than 12 months) recently travelled Kelowna – Calgary return and at the time of booking, requested wheelchair assistance and paid extra for a front seat.

She was instructed to be at the check-in 2 hours before the flight, but the printout of her ticket did not show the extra cost of the requested seat.

The day prior to travel her carer rang Air Canada re the seat and was told that booking it was unnecessary as she would be given the front seat.

At Kelowna airport the staff saw no reason to give her a wheelchair as she had her (necessary) walker with her, and worse, in the snow and ice, insisted she WALK UP A RAMP to the aircraft, saying that the wheelchair would not fit on the ramp! She found this VERY difficult, exhausting, and was extremely nervous that she would fall.

Once on the plane, the walker was removed and she had to make her way almost to the back of the plane ……. NOT the front seat!

Her return journey was marginally better as there were three passengers requiring wheelchair assistance, however again she was nowhere near the front seat.

Amazingly, Kelowna staff were able to produce an emergency liftable seat out of the aircraft, to a waiting wheelchair.

My mother has travelled by plane regularly since 1947 …… many times across both Atlantic and Pacific. As the saying goes …. she’s probably clocked up more air miles than most of your staff have “had hot dinners”. She is a gracious and uncomplaining lady which probably explains her not insisting that she could not walk to the aircraft.

I am most disappointed and angry that she should have been treated as she was especially at Kelowna on the outward journey.

I look forward to hearing from you at your earliest convenience.

Berenice Ritchie

Sent from my iPad

So does anyone from Air Canada look at and respond to these comments?

Hello,
This is going back a ways…
I wanted to mention some composed & caring customer service that I received from Lora Maleolm at Sault Ste. Marie Airport (YAM), between Christmas 2016 & New Year 2017.
My Air Canada flight was oversold/overbooked, and I got bumped. This was over the holidays, when travel time is tight, and personal schedules are all-important (as they pertain to seeing family).
When Lora said that I was not going to make it on board the flight I had booked and paid for – months previous – my reaction was not in any way cordial or understanding — to say the least…
Lora was gracious & understanding. She did everything she could to get me on the next plane, and made certain I understood that I would be compensated. I thanked her at the time, and hereby wish to commend her for her exceptional customer service and grace under fire!
All of that said, regardless of whether or not I was compensated financially, it is poor company policy for airlines to overbook flights in this way; moreover, it puts your frontline employees in very difficult & awkward situations having to deal with understandably frustrated, legitimately unsatisfied, and extremely put-out paying customers. For my part, I had subsequent connecting travel, and family-related holiday travel plans that were significantly compromised by this course of action on the part of Air Canada.
Employees like Lora Maleolm are a credit to your organization; notwithstanding, poor business practices that leave paying airline passengers unable to attend time-sensitive personal or family business are not acceptable.
Sincerely,
Jason Nelson

Hello,

On Thursday 26th July I was booked to fly from Montreal to Ottawa and then connect to the evening flight back to London.
We boarded the flight to Ottawa and then were asked to go back to the terminal because of a problem. No one was given any information and after about an hour we were told that the flight was cancelled and to go and retrieve our luggage. There was absolute chaos with no information.

After a couple of hours I decided not to wait but to try and resolve the issue myself. I managed to get back to departures where again there seemed to be confusion and a lack of management taking any accountability or offering assistance.

At this point I was fortunate enough to meet Anna who was working on check in .
She not only helped explain what was happening but took the time to take me to an area and phoned an Air Canada team who were able to re book me on a flight to London the following evening. Anna then arranged my hotel , provided meal vouchers and did not leave me till I was shown exactly where I need to go.

The reason I am writing to you is not to complain about the lack of information when my flight was cancelled as I understand these things happen. But if you do have some kind of employee recognition programme I hope you will mention Anna. She was most helpful and compassionate and turned a bad experience around .
The following day I saw Anna displaying the same patience helping people at the self check in .

Thank you Anna.

I am “Appalled” regarding the Service Provided to me By Air Canada. The goal of Air Canada is to enhance the customer experience… But this has not happened.! Air Canada states” When customers feel the need to ask questions, no matter the size or importance, they can turn to the customer support team for assistance whom do read or look into any information that you the consumer provides”, total harassment..! They do not provide any resolution!
It wont matter if you provide a case number, or a lost & found ID: number. Air Canada will only respond with a Generic email telling you hoe sorry they are and that they will not be contacting you unless your item is found. But the real truth behind this is the Items were deliberately left behind in Vancouver airport, by AIR CANADA. It was confirmed between the air line stuart’s of the 2 flights that the electrical equipment was in deed in hand, and in fact purposely left at Vancouver Airport instead of porting over to the adjoining plane to travel further to Toronto.! Then Toronto gives you a web address only for charger back.com, who charges you to send the item, which would be great if FedEx would only deliver it to the correct address!!! And furthermore, now out $$$$ major money as my new Electronics were deliberately left behind by A/C whom would not permit to leave the plane to retrieve it. Then chargerback.com does not insure the package correctly, and more A/C only “now verifies that only partially returning, partially the equipment that was not a whole as it was defined in hand in Vancouver Airport.
Air Canada needs to step nup to the plate.! Totally dis-satisfied with the whole ordeal..!!!! Air Canada does not take the Consumer or our stress Related issues of not being contacted on a personal basis, in the End Air Canada leaves you out in the COLD!. Just keep passing the PUCK, let someone else deal with it..! oh, I mean you.. The consumer!

My husband and I have booked a flight from Toronto to Cuzco via Lima in early Dec. No business class is offered on the flight, so we have booked Premium Economy.
We not unreasonably I believe, have asked that we are given complimentary passes to the Maple Leaf Lounges, as we would have flown business class (as we are on our return) if it was available.
We have phoned CS and spent a nightmarish half an hour being put on hold and finally cut off at the AC end. During the call the concept of the flight actually not having a business class seemed problematic to the rep.
Can/will anyone help us please.

Imogen Best

I only fly with Air Canada now. Best airline with very pleasant flight attendants and operators/pilots. After flying with westjet a couple times over the past few years, it’s always going to be Air Canada from now on. I’ve passed my preference on to many family and friends and know they’ll take my advice and fly Air Canada in their future endeavors also. Thank you Air Canada!