Air Canada Customer Service Issues

Flight reference number 3ntsia. My girlfriend arrived at Pearson Airport around 1pm on July 19th for her first trip to Venice. Despite having technical difficulties with the online form required by Air Canada, the first agent she asked for help was unhelpful and complained about the lockdown and lack of expertise. Eventually, after three hours of struggling, another Air Canada agent assisted her. She paid for luggage, but the first agent rudely cancelled her flight at 4:20pm, leaving her stranded. With no customer service available, I purchased a new ticket for her the next day, costing an additional $[redacted], along with other expenses like the hotel room, taxis, and COVID tests. As a loyal Air Canada customer for 15 years, I demand a full refund of the $[redacted] change fee and compensation for our unexpected costs. The treatment she received was unfair and disappointing. Despite the kind assistance of Mrs. Mari during the ticket change, the overall customer service experience was poor - waiting on hold for over an hour is unacceptable. Your prompt attention to resolving this matter is appreciated. Thank you. Sincerely, T. Berger

I recently traveled from PDX to Toronto with a short layover at Vancouver International Airport. My flight number was AC8122, and my experience with the Air Canada representative at PDX, whom I believe was named Steve, was very negative. I was traveling with a 5-year-old and a 1-year-old, had one checked bag, and had checked in online. I requested a printed baggage tag and a gate tag for the stroller. While my carry-ons were light at 5lbs each, my checked bag was 4.5lbs overweight. Despite explaining my situation, I was met with rudeness and charged $[redacted] for the excess weight. This representative's behavior was unacceptable and lacked understanding, especially considering I was traveling with young children. I have been a loyal Air Canada customer but will reconsider in the future. I hope to discuss this incident with someone who can address the situation and provide a refund for the baggage fee. Thank you.

It has been over 8 weeks since I received the email below and I am still waiting for my voucher. I would appreciate an update on when I can expect to receive it. Booking Reference: 2FSFFK Date of issue: April 20, [redacted] Passenger: XIA KANG Ticket number: [redacted][redacted] I have requested to convert and transfer $[redacted].51, the remaining value of my booking, to an Air Canada Travel Voucher. The voucher can be used multiple times, is fully transferable, and has no expiry date. I was informed that it might take up to six weeks for processing. Once processed, I will receive two emails at my address: [redacted] One email will contain the Air Canada Travel Voucher number, and the other will have the Air Canada Travel Voucher PIN. Summary: 1 adult Air Transportation Charges: $[redacted].80 Taxes, fees, and charges: - Animal and Plant Health Inspection Service (APHIS) User Fee – United States: $3.96 - Flight Segment Tax - United States: $17.20 - Goods and Services Tax - Canada: $23.07 - Passenger Facility Charge - United States: $4.50 - Immigration User Fee - United States: $7.00 - Air Travellers Security Charge - Canada: $9.61 - September 11th Security Fee - United States: $5.60 - Customs User Fee - United States: $5.99 - Airport Improvement Fee - Canada: $27.78 Total credit - US dollars: $[redacted].51 Air Canada Travel Voucher Amount: $[redacted].51

I was recently charged $56 for my carry-on luggage, despite being advised by an attendant to check it in for free. Typically, passengers are asked at the gate if they want to check their carry-on for free. I am disappointed by the agent at the desk for charging me $56. This was the same carry-on I always use. Additionally, I was taken aback by how the desk agent humiliated me and instructed her coworkers to send passengers to the kiosk to pay for their luggage. I had already checked in online and paid for my checked luggage. I am seeking a refund of $56, as I would have gladly checked my carry-on at the gate free of charge. My flight was AC103 from YYZ to YVR on July 23 at 08:55. Can you please address this issue promptly? Thank you for your attention to this matter.

My sister and I had booked a flight to Canada to visit our brother in Montreal, a Canadian national. We had provided all the required documents. While traveling from Manchester to Frankfurt on Lufthansa airlines with a layover, we were supposed to continue our journey with Air Canada. However, during boarding in Frankfurt, Air Canada stopped us, requesting the documents we had already submitted. They informed us that we couldn't board, without explaining why. We found it unfair that they allowed us to travel from Manchester to Frankfurt but not onwards to Canada. We had to stay in Frankfurt's transit hall for a day, incurring expenses on food, Covid tests, and taxis. We seek assistance with getting a refund for our tickets. Our flight details are as follows: Flight AC [redacted] from Frankfurt to YUL on the 22nd of July [redacted] with a boarding time of 09:25 for Lemasafi Safi and Yasmi Safi.

Hello, my name is Shawn Verrier. I made a booking on Air Canada's online website from Vancouver to Toronto leaving on September 23rd and returning on October 12th. I paid $[redacted].71 with my Visa card. Despite the payment going through, I did not receive a confirmation email. The agent I spoke with provided me with the booking # 4I05MO but the confirmation email hasn't arrived. When I checked the AC page, I saw a message indicating a change in my itinerary, which I didn't open. I prefer speaking with an agent and have been trying to reach customer service without success. With this booking reference number, I want to clarify any changes made to my flight plan and ensure the details are correct.

I made airline reservations with Air Canada directly, but I later realized the booking was for the wrong date. When I couldn't get through on the phone, I cancelled the incorrect flight and booked a new one, which I paid for. They refunded me with a voucher instead of crediting my card. I urgently need the $[redacted] credited back to my card, as my new flight cost around $[redacted]. I've emailed and spoken with customer service after days of trying to get through. The customer service representative directed me to the refund department and abruptly ended the call. I am incredibly frustrated by this experience.

I flew on flight [redacted] from Toronto to Boston on July 20, [redacted], at around 4 p.m. When I went to collect my luggage, I was dismayed to find my suitcase had been damaged, and my belongings were scattered. With the help of a kind fellow traveler, I managed to gather what I could. Unfortunately, my hearing aids, charger, and accessories are missing from a box inside the suitcase. I hope that someone may have returned them to the airline's kiosk or lost and found. Please assist me in locating them. My contact number is [redacted]. I am currently in Rhode Island for the next 6 weeks. Thank you for your help. - Audrey MacNeil

Hello, I recently purchased a ticket for my daughter on two separate flights. One flight is departing on 8/10 from EWR to Montreal, and the other is on 8/15 from Montreal to Boston. I reside in Canada, and my daughter intends to visit me. The Canadian border is set to open to fully vaccinated Americans on Aug 9, which is why I arranged these flights for her trip. Given the looming Border workers' strike and the rise in Covid cases in the US, I'm pondering if the Canadian border might postpone its Aug 9 opening and restrict entry for vaccinated USA citizens unless it's deemed "essential." If Air Canada doesn't cancel the booked flights, I'm curious if I could receive refunds for both tickets, or at least credits for future travel. It's evident that if the border doesn't open on Aug 9 as scheduled, my daughter won't be able to legally travel to Canada.

I made a flight reservation from Ottawa to Montreal and New York for July 28th. The departure was supposed to be at 11.30 am on Air Canada [redacted]. However, upon arriving at the Ottawa airport at 9.00 am on July 28th, I was informed that the flight was actually scheduled for the next day, July 29th. Despite my e-ticket clearly indicating the 28th, there was a mistake in the reservation. This led to us having to purchase new tickets for a flight to Toronto and then to New York, costing $1,[redacted]. Our return ticket for August 5th was confirmed, but upon checking on July 30th, we discovered it had been canceled due to the oversight of not flying to the USA on the 29th. I have resolved the return ticket issue with customer service but would like a refund for the flight to New York. My contact information is [redacted] and my email is [redacted]. I have tried reaching out to the provided phone number numerous times without success. I hope for a prompt resolution to avoid escalating this matter further. Thank you.

I have been reviewing my online reservation and am inquiring about the cancellation policy and accidentally cancelling one of my tickets. Despite the booking being visible online under the number [redacted], I have not received any notification from the airline regarding a cancelled ticket. I am seeking confirmation of the status of my booking to ensure it is still active. I also need clarification on the financial implications if the ticket was indeed cancelled in error. Could you please verify the validity of booking reference 2FJQGU for two adult round-trip flights from Toronto to Florida next March/April?

I believe that my bag has been misplaced for four days now. I was travelling on flight [redacted] from Toronto to Moncton on July 30th. As of today, the 3rd of August, my luggage has yet to be located. Despite checking your tracking website regularly, I have not received any updates. A call yesterday assured me that my bag would arrive by 8 am today, but it is now 9 am, and I am still waiting. Unfortunately, I have an appointment scheduled today and cannot wait around indefinitely. I've had to purchase essential items during my stay in NB which will add to the weight of my luggage for my return journey. I would appreciate it if AC could reimburse me for these additional expenses. Please contact me to explain the compensation process at your earliest convenience. Thank you.

My husband and I recently traveled from Toronto to Vancouver. We arrived at the terminal early to avoid any difficulties. My daughter booked our flights, and my husband requires wheelchair assistance. The staff was helpful, but we had to wait for over an hour to register. We were informed that seats had already been chosen for us, placing us at the back of the plane, which was challenging for my husband. Despite booking months in advance, we weren't seated together. The stewardess assisted us, but the experience was unsatisfactory. On our flight to Cranbrook, the assistance was great, but being seated in the back of a small plane posed challenges for my husband's mobility. I hope to avoid similar issues on our return trip home. - Jackie L.

I have recently noticed an error with my last name on our booking. While my wife and son's names were spelled correctly, my name was misspelled. The booking reference number is 2BOA9J. We had experienced difficulties reaching an agent by phone until a call-back option was finally provided. The agent who called us back had a strong French accent and spoke quickly, making it challenging to understand him. After encountering rudeness when asking for clarification, I handed the phone to my wife to complete the booking, as the agent was friendlier towards her. While confirming details, he even seemed to flirt with my wife and commented on our age difference when providing my date of birth. Despite confirming my name over the phone and with my Aeroplan account, I discovered the spelling error later on. I am frustrated by this mistake and the difficulty in reaching customer service to correct it.

My family, the Sanchez family, departed from Toronto to Houston at 12 am on August 6, [redacted] due to an emergency. Despite meeting all the requirements during registration, we received discriminatory treatment from a staff member named in Toronto. After boarding what we thought was a direct flight to Houston, we realized after two hours in the air that the plane was actually heading back to Toronto. This caused distress and confusion for my children who have different needs. Upon landing back in Toronto, we were informed we would spend the night at the Hilton Garden hotel with only $10 dinner vouchers. We felt neglected by the airline's lack of communication and care for our situation. I have documentation of the vouchers and the ordeal we went through. This experience has caused significant emotional and financial strain, especially considering my emergency situation. I will be taking further steps to address this issue and make it known to the public.

I was charged without notice by Air Canada, and now I am having trouble reaching them. On July 11, [redacted], after a lengthy process on their website to book a flight from Vancouver to Montreal, I never received confirmation but found out I was charged $1,[redacted].30 later on my credit card statement. Despite multiple attempts to call their Customer Service, I was unable to get through due to high call volumes and even got disconnected after a 2.5-hour wait. The lack of communication and charging me without my knowledge has caused a great deal of frustration. I am seeking a refund of the amount charged and hope to resolve this issue promptly. Thank you for any assistance you can provide.

I have been waiting for my refund for weeks now and am quickly running out of patience. Last year, I flew to Canada to visit my brother facing a terminal illness. Despite booking with Air Canada from Australia, my return flights were continuously cancelled amid the pandemic. I upgraded to premium economy directly through Air Canada, which now seems like a regrettable decision. Eventually, I managed to secure a flight back home with Air New Zealand at a high cost. After being informed by Air Canada via email about my eligibility for a refund, I submitted my details, only to be directed back to my original booking agent, Webjet. Following a lengthy phone call explaining my situation, I was reassured by the agent that the matter had been resolved with Air Canada. Unfortunately, I am still waiting for my refund despite my efforts to follow up and provide the necessary information. Contacting Air Canada by phone has been challenging, with automated messages stating refund deadlines have passed. Speaking to a representative has proven futile. Details for reference: Name: Mrs. L.M. Friend Case number: CAS-[redacted]-N7P3Q2 Original confirmation number: KSUWOU Aeroplan number: [redacted]45 I hope this issue can be resolved promptly.

On July 11, [redacted], my attempts to book a flight from Vancouver to Montreal via the Air Canada website were filled with frustration. Despite numerous attempts and providing credit card details, the process repeatedly failed to complete, leaving me without a confirmed reservation or any indication of a successful transaction. Consequently, I decided to book with WestJet the next day, encountering a smooth process with immediate confirmation. Departure is in just 5 days. Subsequently, on July 21 and August 4, I received emails from Air Canada Flight Offers, the first contact post my website ordeal. This was followed by an email on August 5 urging me to manage a booking with reference number 2S3BZD. To my dismay, my Bank of Montreal MasterCard statement now shows a charge of $1,[redacted].30 by Air Canada for a flight I did not intentionally book and only learned of recently. This unexpected charge has arisen despite my existing booking with WestJet. To resolve this matter, I am requesting a reimbursement of the full $1,[redacted].30, preferring a refund over credits or points due to the significant nature of this trip that I successfully secured with WestJet.

I booked two tickets to Puerto Vallarta for a trip from 14th to 28th August. When I tried to select seats, I was informed that I had to contact United. My confirmation mentioned a business class for flight UA304, but I was advised it was for coach and was only offered seats in row 27. To sit closer to the front in row 12, I was asked to pay an extra $[redacted]. Being 84, I prefer limited interaction with others. If this issue is a mistake, should Air Canada be held accountable? Thank you.

I had a connecting flight from VLC to FRA then to YYC with Lufthansa and Air Canada. There was an issue with check-in, and I had to check in separately for each flight. Consequently, I had to pay for two checked bags with Air Canada from FRA to YYC. Lufthansa advised me to reach out to Air Canada for a refund as I shouldn't have been charged. I am seeking a refund for the two checked bags.