Air Canada Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about Air Canada customer service, archive #2. It includes a selection of 20 issue(s) reported August 24, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, I recently made a booking through Tripbeam and find myself in an urgent situation that requires me to change the travel details. My request is to add my 15-month-old daughter as a traveler to the existing ticket but on a different route and date. I have attached the alternate route and dates for your reference. I understand that re-routing is typically not permitted, but I have a compelling reason to send my daughter to India due to some personal health issues. The current traveler listed as Dhara is unable to manage the trip with my daughter alone, hence the need to adjust the arrangements to include other relatives. I sincerely appreciate any assistance you can provide in accommodating these changes. Kindly ensure to reach out to me for confirmation before proceeding with any modifications. Thank you.
Reported by GetHuman-hardypha on пятница, 24 августа 2018 г., 21:41
I traveled from Montreal to Cairo via Air Canada with layovers in Toronto and Zurich. Unfortunately, I missed my first flight, but they rebooked me to make the next connections. I double-checked with the staff that my luggage was on the initial flight, but upon arrival in Cairo, my bags were missing. This has left me without essentials during my vacation. I urgently need a resolution to this issue, or I will escalate it. Flight details: - Montreal to Toronto: AC [redacted] - Toronto to Zurich: AC [redacted] - Zurich to Cairo: LX [redacted] Missing luggage codes: - AC560652 - AC560653 - AC564198 - AC560654 - AC560655
Reported by GetHuman-esraashi on четверг, 30 августа 2018 г., 0:13
On September 3, I experienced a flight delay from Chicago to Ottawa due to employee absence, impacting my connecting flight to Toronto. Upon landing in Ottawa at 10:30 am, I faced a tight schedule for the 11 am flight, needing a wheelchair due to being on crutches. Despite requesting seat accommodations for myself and my boyfriend multiple times before the flight, I was denied assistance at the gate. The gate agent refused my request for designated seating, instructing us to take any available seats. Despite available seats near the front, I was directed to the back of the plane, with no help navigating the aisle. In addition to this, a liquid fell on me from the ceiling during takeoff, and the flight attendant did not offer to change our seats. Upon landing, requesting a wheelchair was met with unhelpful responses. Despite seeking assistance from customer service, I was directed to contact a number for further help, leading to no resolution. I request a refund for the poor customer service experienced.
Reported by GetHuman-megandsa on понедельник, 3 сентября 2018 г., 18:22
My flight from Ottawa to Toronto to Trinidad was canceled by Air Canada and rescheduled to September 8 from the original date of September 11. Now, I am facing a 3-4 hour layover at Pearson Airport for my connecting flight to Trinidad. This change has caused me great distress as I had to cancel important appointments like my mammogram and a family dinner. I was also supposed to help my daughter in the kitchen on Saturday. It would mean a lot to me to receive some compensation for these inconveniences, even if it's just a meal during my wait at Pearson Airport. I hope to hear back from you soon with a positive response. Thank you. - Passenger Gemma L. Booking Reference: S58YSZ, Flight AC [redacted]
Reported by GetHuman-privateg on среда, 5 сентября 2018 г., 9:22
I am disappointed by the treatment my elderly parents received at the airport. Despite my father's health condition, they were sent back and forth, causing unnecessary stress and physical strain. I am seeking a refund or voucher for both parents due to this ordeal. Their experience was distressing, and I hope this can be resolved amicably. Thank you for your attention to this matter.
Reported by GetHuman-honeyeh on среда, 5 сентября 2018 г., 22:24
P.O. Box [redacted], Coley’s Point, NL A0A 1X0 Email: [redacted] Phone: [redacted] or [redacted] Air Canada Dear Sir or Madam, On August 19th, [redacted], my husband, Charles Timothy Brown, and I were traveling from St. John’s, NL to Halifax, NS on Air Canada flight number [redacted]. When we were boarding at gate 11, the attendant was rushing us through, although we were not late, and noticed that my husband's NL Government-issued picture ID had expired. She informed him he would not be able to board the plane. The only other ID he had was his Canadian passport. After a mix-up with the passports, I had to go through the inconvenience of dealing with replacing my passport due to the attendant's negligence. I urge Air Canada to address this matter, and I believe reimbursement and actions towards the employee are necessary. Sincerely, Anne Collins Brown
Reported by GetHuman-annecoll on суббота, 8 сентября 2018 г., 16:11
Claim ID: [redacted] Confirmation Number: 822FC23CAECA Ticket: [redacted][redacted] I am writing about my cancelled flight. I initially received an email on August 30. On September 11, I was asked by Customer Service to contact refund services, which I did. Today, I got an email from Refund services telling me to get in touch with Customer Service. This back and forth is frustrating. I urge a manager to call me at [redacted]. My return flight was cancelled due to a plane mechanical issue. An agent advised me to take a taxi to the ferry terminal for a ride back to Victoria since there were no available flights. The agent gave me a taxi voucher and instructed me to keep receipts for reimbursement of additional expenses. I spent $17.20 on the ferry and $5.45 for dinner. The unexpected 4-hour delay was also inconvenient. After patiently waiting for six weeks, I learned that I was refunded only $4, which is unacceptable.
Reported by GetHuman1143721 on пятница, 14 сентября 2018 г., 18:09
Subject: Issue with Flight [redacted] - Request for Refund Dear Customer Support, I am writing to address an unfortunate incident I encountered during my recent travel from Lima, Peru to Montreal, Canada en route to Barcelona, Spain on Flight [redacted]. Despite following the necessary procedures, I was denied boarding based on an unclear response from CIBT regarding the transit visa requirements. The email exchange with CIBT was confusing, as their response did not address my specific inquiry about the need for a transit visa. Immigration regulations are clear, and it is concerning that there was a lack of clarity on whether I needed a visa for my stopover in Canada on my way to Spain. The situation at the airport was further complicated by conflicting information from Air Canada staff, leading to potential flight rescheduling and additional expenses for which I was unprepared. I have attached the correspondence with CIBT for your reference to highlight the communication issues I faced. In light of these circumstances, I am seeking a full refund for my airline ticket to Spain and reimbursement for any related expenses incurred due to this oversight. I appreciate your prompt attention to this matter. Sincerely, Javier D. R.
Reported by GetHuman-jaderpa on воскресенье, 30 сентября 2018 г., 15:23
Booking Reference: RAS4HI Dear Customer Service, I am writing to address an issue with our recent flight bookings. Despite paying an extra [redacted] during the reservation process on January 9, [redacted], to secure specific seats for added comfort, we encountered discrepancies during our travel. On September 19, [redacted]: - AC [redacted] Vancouver to Newark: Seats 31G and H - Confirmed as requested On October 4, [redacted]: - AC7741 Newark to Montreal: Seats 12D and F - Confirmed as requested - AC [redacted] Montreal to Vancouver: Seats 57G and H - Initially separated due to 31G availability issue At the airport, we were eventually seated together, although not in the pre-selected comfort seats we paid for. We request a reimbursement for the difference in seat allocation. Thank you for your attention to this matter. Sincerely, Hans Joachim and Heidi Hellwig
Reported by GetHuman1304920 on вторник, 9 октября 2018 г., 20:14
My husband and I recently traveled from Smithers, BC to PHL, USA with one checked bag. United Airlines provided excellent service by waiving the baggage fee within the time limits. However, upon our return with Air Canada, we were disappointed that they did not waive the fee. Despite going through customs and having our bags with us with the baggage tags still on, we were charged for each bag on the Air Canada flight back to Smithers, BC. We kindly request a refund for the second baggage fee charge, as we did not change airports. Please consider waving this fee due to our circumstances. For further information, please contact me at [redacted]. I want to acknowledge the great service from the Air Canada representatives in Smithers, BC. Your assistance with this matter would be much appreciated.
Reported by GetHuman-idoliver on суббота, 13 октября 2018 г., 17:44
I want to share my disappointing experience with Air Canada during my recent trip. My reservation codes were WXJUVH and RCB28A (AC)(OU). The return flight, AC [redacted] from Venice, Italy to Toronto, Canada on October 5, [redacted], was quite frustrating. The delay, lack of communication, and cramped gate area made the experience unpleasant. The subsequent missed connection to Vancouver (AC [redacted]) led to a rescheduled flight on AC [redacted] departing at 6:15 am the next day. Although we received vouchers for accommodation and meals, they did not cover expenses adequately. Additionally, we were not informed about courtesy bags with essentials provided to other passengers. Clearer communication and appropriate compensation from Air Canada for this series of inconveniences would be greatly appreciated.
Reported by GetHuman-penneyo on вторник, 16 октября 2018 г., 20:42
Subject: Request for Air Canada Ticket Confirmation - Booking ID: [redacted] Dear Air Canada, I am reaching out to request written confirmation to allow Julie Vasseur to skip the first two flight sections (Charlottetown to Montreal, Montreal to Toronto) and to disembark in Toronto on the return flight (omitting Charlottetown). In February [redacted], I won two Air Canada tickets from a fundraiser and have been a satisfied customer. Excited about traveling to Grenada, I plan to travel with my friend, Julie Vasseur, who recently moved to Guelph, Ontario. We have booked our flights departing from Charlottetown. After conflicting advice from Air Canada representatives, we seek clarification. One representative indicated it was necessary for Julie to take all flights, while another approved skipping the initial legs of the journey. To proceed with our travel plans, we kindly request official documentation allowing Julie to join the trip in Toronto and to skip the mentioned flight segments. Your prompt assistance on this matter would be greatly appreciated. Please contact me at [redacted] or [redacted]. Sincerely, Emily Simon
Reported by GetHuman1484239 on суббота, 3 ноября 2018 г., 19:51
We have booked a trip to India departing from Edmonton on November 14th and returning to Toronto on November 30th. Our confirmation code is MEWNQZ. After our flight from Mumbai to Toronto was canceled, we had to change our return flight to leave from Delhi on the night of the 30th. We were surprised to find out that our seat assignments for all flights were canceled, and we had to rebook seats. It was unsettling to learn we couldn't sit together. Despite being in premium economy, we couldn't secure adjacent seats. The process to book our seats was complicated, especially for the Air India leg from Mumbai to Delhi. After spending time on calls, we finally got our seats confirmed. This experience has tainted our trip that we were eagerly anticipating. We upgraded to make the journey more comfortable, but the seating situation has been a letdown.
Reported by GetHuman-moelitma on четверг, 8 ноября 2018 г., 0:52
I had booked a flight from Hartford, Ct. U.S.A. to Amsterdam for October 21, [redacted]. Due to various natural disasters and a delay in passport processing, I didn't receive my passport in time despite requesting expedited service. After a partial refund from the travel agency, I reached out to Air Canada with no response after filing two complaints. My ticket number is [redacted][redacted], confirmation number #K16FLV, and reference # L7C2SF. I'm Saundra Magana, and I'm looking to rebook for December 6th or 9th but need a full refund to do so. Please contact me at [redacted] or email [redacted] to follow up. Thank you.
Reported by GetHuman1171631 on четверг, 15 ноября 2018 г., 20:53
Angela M. and Vicki C. had a trip booked with Air Canada from ORD to ICN with a layover in YYZ. Their initial flight on 11/15/18 at 9:30 AM CST from ORD was delayed due to de-icing, causing them to miss their connecting flight AC061 departing YYZ at 12:50 PM EST to ICN. Air Canada rescheduled them on flights AC119 to YVR and AC63 to ICN, departing the next day. They believe Air Canada should provide a hotel room for the inconvenience.
Reported by GetHuman1569042 on пятница, 16 ноября 2018 г., 3:09
On November 10, [redacted], we were returning from Hawaii on United Flight [redacted] to LA with a connecting flight to Toronto. Unfortunately, the flight was cancelled due to mechanical problems with the plane. After a 15-hour wait at the airport, United Airlines arranged for us to take an Air Canada flight to Vancouver. I am struggling to recall the specific flight number, but it departed Hawaii around 11:45 p.m. on November 10th and arrived in Vancouver at approximately 7:15 a.m. on November 11th. Our connecting flight from Vancouver to Toronto was AC [redacted]. While my luggage was supposed to arrive in Toronto, my husband's and the other couple's luggage were delivered a day later. Sadly, both my husband's and my luggage were damaged during the journey. I am seeking a refund of the $[redacted].00 US baggage fee for the 4 pieces of luggage, as well as reimbursement for the two damaged pieces. Despite speaking with representatives from United Airlines and Air Canada, I am encountering challenges in locating the necessary paperwork to proceed with my claim.
Reported by GetHuman-donna_mc on воскресенье, 25 ноября 2018 г., 21:04
File reference # is HAVAC19631. Hello, my name is Jack Paul. Good morning! Yesterday, on December 4, [redacted], I had a tight connection in Toronto on my flight from Calgary. My journey started in Grande Prairie, AB, where the flight was delayed due to plane maintenance. My flights were from Grande Prairie to Calgary (Flight [redacted]), then to Toronto (Flight [redacted]), and finally to Havana (Flight [redacted]). Unfortunately, I believe my checked baggage did not make the connection, as it did not arrive in Havana with me. Upon my arrival, I waited for two hours until the airport was empty, then went to the lost and found. They provided me with a paper that had a phone number ([redacted]72). This is not the first time this has happened to me, as I work in Cuba and have faced similar situations before. Typically, it takes 6-8 days for lost baggage to be delivered here. The staff in Cuba work on alternate days, which can cause delays in the delivery process. I'm hoping my suitcase can be delivered to the Sol Palmeras Hotel in Varadero and left at the front desk. Please have the driver call me at +53 [redacted]3 to ensure the safe delivery of my bag. Thank you in advance for your assistance. If needed, I can be reached at the phone number provided or via email at [redacted]
Reported by GetHuman-cubajack on среда, 5 декабря 2018 г., 15:04
I recently traveled on Air Canada flight AC [redacted] from Heathrow to Montreal on December 17th. Although I booked my ticket through an agent, I selected my seat on Air Canada's website. Upon boarding, I realized that the seat I paid for, an exit row seat for extra legroom, was not assigned to me due to a plane change to a smaller aircraft. I spoke with Natalie, who informed me that the flight was full and my options were to claim a refund or take my assigned seat. I was upset as I specifically paid for extra legroom due to my height and discomfort on flights. The seating situation on the flight was chaotic, with last-minute changes causing confusion among passengers. Despite this, I appreciated the kind and professional service from a particular older female flight attendant. I am requesting a refund for the inconvenience. Although this experience was disappointing, I am hopeful that my upcoming Air Canada flights will be smoother.
Reported by GetHuman-michjmc on вторник, 18 декабря 2018 г., 11:29
Six months ago, my luggage went missing on a flight from Vancouver to Toronto. I received $[redacted].00 to replace essentials while back home for a friend's funeral. I was informed my refund would take 3-4 weeks, but it's been two months. Despite reaching out multiple times, I haven't received a response. I feel frustrated by the lack of customer service. I shouldn't have to constantly follow up for my refund. I understand issues arise, but customer service should be a priority, especially for a large company like yours. It's essential to proactively deal with mistakes and ensure customer satisfaction. I'd appreciate a prompt response via email, as I reside in New Zealand.
Reported by GetHuman-lkotzeff on четверг, 27 декабря 2018 г., 20:10
Hello, I am Elizabeth F. Phillips, and I recently traveled with a new booking reference number SQ6JWE on Air Canada from Seoul to Philadelphia via Toronto on January 20, [redacted]. Upon landing in Toronto Pearson International Airport, the flight I was scheduled to take to Philadelphia was cancelled due to weather issues. Air Canada provided a hotel for two days, but I was unexpectedly charged for the second night, amounting to $[redacted]. I believe this cost should have been covered as my new flight number, AC7534, was rescheduled for January 22. I kindly request a refund for the second night’s accommodation to be credited to my credit card or account directly. My booking email is [redacted] I appreciate your prompt attention to this matter. Thank you.
Reported by GetHuman-adeniyis on среда, 23 января 2019 г., 23:59

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