Air Canada 

A company that treats both it's customers and staff extremely bad. I encourage to not fly with, and support this company and their awful practices.

Canceled our flight due to strikes one hour before check in. Zero contact available for re booking. Missed a good friends wedding due to it. You suck air canada

Air Canada were on strike today, so to avoid travel chaos I changed my flight from Calgary to London to the day before (AC805).

On their website, there were no business seats available, so I booked Premium. At the gate, I was told there were three business seats suddenly available — but, mysteriously, they couldn’t sell one to me. Then, moments later, I was told all three had been taken.

Once onboard, a flight attendant casually mentioned that one business seat was actually still empty. I offered to pay for it again. The answer? Still no. No explanation, no effort, just a shrug.

The “service” nosedived further when I discovered my pre-ordered vegan meal hadn’t made it onboard. This was a nine-hour transatlantic flight. No food. No alternatives offered. Not even an attempt to cobble together something edible. Just… nothing.

When I mentioned that I run a PR agency and would be sharing my experience with national media, I was met with the most telling response: “At this point, we’d advise you to do that.”

Think about that for a second — the crew are so used to disappointed customers that they’ve stopped even pretending to care. One attendant messaged ground staff about my concerns; the grand, official response was: “Speak to customer complaints.” Translation: we’re done with you now.

The website is clunky, the customer service is a ghost town, and onboard care feels like an afterthought. In fact, you’ll probably get a quicker reply here on Trustpilot than you will from Air Canada themselves — and that tells you everything you need to know about how this company operates.

Final thought: If Air Canada were a restaurant, they’d forget your order, charge you full price for the wrong dish, and then suggest you leave a review on Google if you want anyone to acknowledge you.

I have rarely experienced such a cold and disrespectful attitude from an airline. We had already flown more than eight hours from Zurich to Montreal when we were denied boarding for our connecting flight to Punta Cana. The reason: we hadn’t filled out the so-called eTicket required for entry into the Dominican Republic.

What Air Canada completely ignored is that this form can be submitted online right up until immigration, as confirmed by the official Dominican government. They simply didn’t care. We were turned away with no support, no Wi-Fi, no assistance, and no attempt at a solution. I stood there with my four-year-old daughter, overwhelmed and helpless. The staff showed no empathy, no responsibility, and no willingness to assist.

For my daughter, the situation was extremely distressing. After a long intercontinental flight, we were rerouted to Toronto, forced to stay overnight, and deal with more waiting. It was exhausting for her emotionally, and for us it was a logistical and psychological nightmare. I was on the verge of a breakdown.

This ordeal cost us over 600 Swiss francs in unplanned expenses for hotel, food, and transportation. On top of that, we lost a fully paid vacation day that we will never get back.

What makes the situation even more absurd is the fact that in Toronto, no one asked us about the eTicket. No check, no mention. In Montreal, it was supposedly a reason to block our journey, in Toronto it didn’t matter at all. This shows how arbitrary and inconsistent Air Canada's procedures are.

All three flights we took with Air Canada were also a disgrace in terms of cleanliness. Dirty seats, stained tray tables, grimy windows, worn-out cabins. For a global airline, this is unacceptable and frankly disgusting.

To make matters worse, our checked luggage arrived more than a full day late, despite repeated assurances from both the gate staff and the Air Canada info desk that it would arrive on time in Punta Cana. The local baggage support at the airport was appalling – slow, disorganized, and almost impossible to reach. We were left to sort everything out ourselves without any reliable information or assistance.

This airline completely abandoned us. In a situation that called for empathy, communication, and basic support, what we experienced was indifference, incompetence, and a total lack of responsibility. Absolutely unfit for families. A risk for any traveler.

Never again Air Canada.

I had an extremely frustrating and exhausting experience with Air Canada. My flight from Toronto to Montreal was delayed by more than 6 hours, with barely any communication or support. Passengers were left in a state of uncertainty, receiving vague or conflicting updates, and no clear explanations.
To make matters worse, my baggage was lost, and when I finally received it, I discovered that some of my personal belongings were damaged and the suitcases were torn. I reported this to the airline and requested compensation, but I am still waiting for a response. This added even more stress to an already terrible experience.

The long delay, along with the physical exhaustion and emotional distress it caused, made this one of the worst travel experiences I’ve ever had. It felt like there was no consideration at all for the comfort or well-being of the passengers.

I expected much better from a major airline. Unfortunately, due to the poor handling of the delay and the mishandling of my luggage, I will seriously reconsider flying with Air Canada again.

I've done a small trip from Montreal to Toronto.
My luggage has arrived soaked, outside and inside. Everything inside was wet - I had a whole other week of business travel, which made the whole experience unpleasant.
I've done a claim, and they said sorry, but we cannot do anything.

Well where to start.

Firstly, I booked two flights from London to Cayo Coco with Air Canada, with a 1hr 15 min layover at Montreal for £1400.

Two months later I was informed that the layover was now 5hrs in Montreal. Unfortunately, I was not able to change the flights as I would have lost money on the accommodation booking in Cuba and had to shorten my holiday. We were not offered any compensation or food and drink vouchers during the 5 hours we had to spend at the airport.

Also I was charged $18.00 USD for a 12inch Subway at the airport - extortionate!

Having eventually managed to board the aircraft, we then had an additional hour delay.

To my surprise we were then told that we to pay for alcoholic drinks and food on the Montreal to Cuba, 4 hour second part of the journey to Cuba. Not what you would expect for £700 return tickets from the UK!

The return journey from Cuba was not much better. Again having to pay for alcoholic drinks and food on the first part of the journey from Cuba to Montreal and a 2 hour 30 minute delay for the Montreal to London part of the part of our journey.

Also one of my expensive suitcases was badly damaged.

Therore, I think if Air Canada wants to compete with the othe major airlines like Air France etc., it really needs to get its act together and provide a much higher level of customer service.

My advice would be to avoid flying with Air Canada at all costs as they clearly have no idea how to provide basic customer service.

I lost my connection from toronto to Rome cause my flight from Los Angeles to toronto was 4 hrs delayed because the crea was on another plane. (i landed in Rome 24hrs later). They gave me 3 coupons of 15$ each one and the hotel. And till here everything is the minimum they could do. The problem was that i landed at midnight and everything in the airport was closed and my luggage was with them in the airport so they left me without tooth paste, tooth brush, deodorant. So i got in the room and i ordered this stuff (you know the day after i didnt want to seem like an homeless). They deniend to Refund my dinner (mc Donald's menu, not fancy restaurant) and the groceries (water, tooth paste, tooth brush, deodorant). Its not for the 50$ i spent, is for the principle. You gave me hard time and you have to fix everything.
In the nutshell, bad cheap company. First and last time.

On a recent transatlantic flight from Europe to the US Air Canada damaged my bag (after initially delaying it for two days). I submitted a claim on the Air Canada site and received an automated acknowledgment by email with a case number. That was the last I heard from them. Since then, all my attempts to contact the airline or determine the status of my claim have failed. The airline's claim status page hasn't worked in at least 10 months (see the reddit aircanada thread titled Status of Submitted Query). I mentioned it in my feedback to Air Canada but have not heard back either.

Talking to Air Canada is like sending stuff into a black hole: it goes in but nothing comes out.

Late, expensive, rude staff

I tried to be loyal to Air Canada but after experiencing something wrong every flight I gave up. I will try to avoid AC with all my energy even if I have to pay more wich is highly improbable since AC is allways the worst price. Last one : my luggagge arrived 2 days late to my final destination and 2 months after AC denied to compensate me for my expenses overseas because they used a carrier company Sky Express (same garbagge) for the last part of my trip so they should pay as per AC. Unaceptable

Not even flown with them yet and they have already irritated the hell out of me.

Booked my seat a year ago business class for I bucket list trip to Canada. Just about to check in on like and note they have changed to to a seat next to the loo. I know someone has to set there but what the point of selecting a seat. It's the same aircraft so that's no excuse). Tried to phone and the number on the website will not connect. Tried asking them a question a few months ago using online chat (twice) but never got a reply. Wish I had read reviews before booking. If my experience changes I will update but I doubt it. Really not looking forward the flight. Really really dreading tomorrow.

Just one little afterthought not that anyone from Air Canada is interested but if you pick the wrong time of day the app just hangs and will not do anything. Also what fool decided to put the "cancel flight button next to the select a seat button. I don't know if you could cancel a flight it error if you had fat thumbs.

Oh and one very last update before we fly, go

It’s deeply disappointing how Air Canada treat their customers—especially during genuine emergencies. I’ve been bounced from department to department with no one truly willing or able to help. The responses I’ve received are clearly automated, repeated, and lack any sign of empathy or personal attention. It honestly feels like talking to a wall.

My fiancé had an unexpected emergency open heart surgery, with doctor’s notes and proof—yet not a single representative took the time to properly assist or escalate my case. Instead, I was met with silence, indifference, and a total lack of human decency.

We lost $700 on a flight I couldn’t take due to a serious medical emergency, and despite the circumstances, this airline couldn’t even acknowledge my situation. Meanwhile, they hand out refunds left and right for delays they’re responsible for—but can’t show compassion for someone in a medical crisis? That’s not just poor service, that’s shameful.

I will absolutely never book with this Air Canada again. I’ll make sure others hear this story so they can make informed decisions before giving their hard-earned money to a company that offers no care in return.

Time to support carriers that value their passengers. Air Transat, here we come!

Of all the different flights I've been on around the World. This has got to be the worst Airline so far I've been on. A flight from Vancouver to London Heathrow, which would only be 1 flight per day ! The inside of the plane had NOT been cleaned properly ! A Food hazard on our food tray. I even noticed when I walked passed the 1st class section, the seats needed upholstering, so much wear. BUT DO YOU KNOW what really got up my nose ? I had to use the toilet, and being cleaning conscious, I thought I take my trash with me out the back. You had one stewardess standing around chatting, and when I asked if she could take the trash from me... The one girl said the trash is on its way around gave it to them, and carried on chatting to the other staff which were sat down. There is always one isn't there, that doesn't want to work . There were some hard working lovely staff on that flight as well. The flight into Heathrow was a bit hair raising. The flight crew just before a few minutes before landing, reminded us where the emergency exits were; which I've never had that come across on any flight before? The plane was wobbling all over the place before landing. I thought the plane was going to flip over ? It was the most scary experience I've ever had. If I ever get a response from this company, give me your email address. Thanks

Hands-down Air Canada is the worst airline company with incompetent people working there!!!

Absolute joke of a company. First time flying with Air Canada, definitely the last time as well.

1. Customer support:

We had to call Air Canada twice due to them double charging us for seat selection and randomly changing our flight to a different day. Waited an hour for both calls before they picked up. This cost us roughly 8,000 HUF per call (20 USD approx.). The second agent who answered was nice though. Thats the only positive I can mention here.

2. Double charging us for seats:

Paid for our seats and then they charged us again before checking in. Twice. Mindboggling.

3. Making changes to the schedule:

I kid you not. They changed it at least 5 times. Once they changed our return date by a day with barely any notice. Had to book an extra day at the hotel and ask my company for an extra day off. Called them due to this as well, no apologies, no nothing. They said we agreed to the terms. No compensation. Offered us a full refund, but after 3 months of booking those flights, the other ones would have been way more expensive.

Please reconsider booking with Air Canada. I would rather book a flight with British Airways or Lufthansa, or literally anything else that flies and has wings. Even if it is more expensive, its worth saving a world of nightmares. They don't treat their customers with respect.

Ryanair and WizzAir have never, in the last 15 years done anything similar.. and those are budget airlines compared to AC. I have no idea how AC has so many awards. It blows my mind that an airline with an hour long waiting time for customer support has any award whatsoever. You pay them money and then you struggle to reach them. Feels like you are deserted.

How to improve? Take responsibility for your actions, hire customer support agents so we don't have to spend a small fortune on calling you for hours and being on hold for 90% of it. Treat us like your customers.. customers who keep your business running. This is something you seem to have forgotten based on other reviews as well. Very bad experience AC. Shameful.

I unfortunately had to use Air Canada for a return flight from San francisco, the flight was delayed due to weather in Toronto. My trip was delayed another 6hrs + on top of the layover of 4 hours + on a very long trip returning from Australia. I had arrived in San Francisco at 11am in the morning after traveling at that point for over 24hrs. After numerous notifications of 1st an hour then 2 then 3 then it was cancelled all together. I had booked a window seat when checking in at beginning of my trip only to lose it at the San Francisco location due to the boarding pass being reprinted. I asked the Gate desk staff at the boarding gate to please put me back in my original seat only to be told they couldn't ! Their attitude was TOO BAD SO SAID nothing they could do. Then I asked what is Air Canada was doing for this inconvenience ? They gave me I food voucher credit for $30 Big Deal ! Im lucky to have gotten 2 apparently ! One doesn't even cover anything. I couldn't lie down anywhere it was freezing cold in the lounge at the gate and I couldn't leave the Airport as we didn't know how long the delay would be, or if they were sending another plane the same day ? My flight didn't leave until after 11pm that night !
While waiting I received an email from Air Canada saying to respond with the details of the flight and to summit a claim for flight disruptions which I did, and received responses back saying they wouldn't do anything in the way of compensation for all this Terrible Service !!
The Air Canada staff in San francisco were extremely rude !! just before we were boarding after all the delays ! they told us that the cabin baggage was limited as the plane was full to capacity ! and they need people to check cabin baggage, they told us it it was being strictly enforced even our dutyfree will be checked ! if you had more than 1 piece or if you have a slightly larger carry on that fits in the bin it would be taken off you and checked ! This Airline Needs to seriously improve their customer service and replace some of their staff who understand what customer service is !
I will never fly this Airline again Ever ! Go Elsewhere would be my recommendation.

Terrible avoid this Airline at all cost !

Title: Appalling Experience at Toronto Pearson – Threats, False Claims & A Child in Tears

Our family’s experience with Air Canada at Toronto Pearson (April 14, 2025) was not only stressful — it was deeply traumatic, humiliating, and completely mismanaged from start to finish.

We were traveling with my 69-year-old mother, who recently lost her husband, and my 8-year-old son. After clearing security and paying for an upgrade to Premium Economy for my mother, we were approached by the Gate Lead (Greg), who claimed she might not be able to fly due to visa concerns.

Let me be clear: he was wrong. We provided an official UK Home Office email confirming my mother’s UK residency application was in progress — a valid and lawful basis for travel. Rather than admitting uncertainty, Greg escalated aggressively, told me the captain was “listening in” on our private conversation, and claimed I could be removed from the flight. I later confirmed with the inflight manager that the pilot made no such statement — proving the false intimidation used.

Greg even ordered my 8-year-old son to stand back while he took me aside — my son cried twice, overwhelmed by the fear that he’d be left behind or we wouldn’t fly. What kind of professional thinks it’s acceptable to separate a young child from his parent in this way?

After delaying us so long that we could no longer upgrade our own seats, we were separated from my elderly mother — even though we were willing to pay for the upgrade. Yet Air Canada refused to refund it, stating she “used the seat.” They ignored the fact that their staff made it impossible for us to sit together.

Even more alarming: my boarding pass was never scanned. I was simply waved through — no beep, no confirmation, no record. That is a security risk. And just moments later, I witnessed a passenger being removed from our London flight because they had mistakenly boarded a plane while meant to fly to Dubai.

So let’s recap:
• I’m accused of being a “security risk,” yet no law enforcement is called, no further action taken.
• But a completely wrong passenger boards the wrong international flight — and that’s somehow overlooked?
• My child is distressed, my mother is mistreated, and Air Canada’s response? A templated email brushing us off.

This wasn’t just poor service — it was a total failure of procedure, compassion, and common sense.

I have filed formal complaints, escalated to the Canadian Transportation Agency, and will continue pursuing this until accountability is served. Air Canada did not just ruin a flight — they created trauma in what was meant to be a healing journey.

Travelers, be warned: if this can happen to a calm, respectful family with documentation, it can happen to anyone.

These review is factual and the truth. I would never write this on a review site but the fact that my son is still in a state 24hour after we arrived and the reply from air Canada is not acceptable.

My early evening flight was cancelled and I was told to come back tomorrow morning. I had nowhere to stay but Air Canada offered me no help at all. I found a nearby hotel, took a taxi and came back next day and I flew home after a 14 hour delay. My compensation claim was denied and the have stopped communicating with me.