Customer Reviews - SKYTRAX (2024)

✅ Trip Verified | Air Canada cancelled my flight with less than 10 hours notice by text saying "due to weather". This cancellation caused me to miss all my connecting flights to a trip to Peru which cost me over $3000 to rebook on the day of all my missed flights. Cancellation due to weather was a lie as the communications line to Whitehorse had been severed and therefore, they cancelled the flight because they could not access their systems (can prove this with news stories). This was confirmed by Air Canada Employees at the airport when half of the plane showed up to check in at 3 AM. However, since they had used weather as the cause for cancellation they would not help me cover any of my rebooking costs as they say that they can't control the weather. What's even worse is that they are allowed to change the initial reason for cancelling the flight to something other than weather (like no access to their systems) but because the initial reasoning was weather, they can still avoid responsibility and doing the right thing. Air North was fantastic and was the only reason I was able to make it to Vancouver to rebook my entire trip. This is an awful company that has no compassion, empathy or decent corporate morals.

Not Verified | Do NOT fly with Air Canada. They damaged my luggage, had mechanical problems, more than one plane was late, unprofessional flight staff, and gave us the worst flight experience of our lives, and we had business class seats! Food was terrible. I mean TERRIBLE! And they changed our business class seats after we chose them and booked without notice! After all of this, they wouldn't even compensate us with the minimum, a free upgrade to business class on our next flight. Terrible customer service.

✅ Trip Verified | I could not believe how well I was treated on this flight. There was a flight attendant named Tina who went out of her way to make me feel welcome and comfortable. I have had great service in first and business class over the years, but this was the first time a flight attendant treated me so well while I was in economy. It's a long flight from Singapore to Vancouver, and I feel very lucky that Tina was there. I don't know what Air Canada does to reward service above and beyond the call of duty, but I hope that Tina is appreciated.

Not Verified | We were pleasantly surprised with how helpful the Air Canada customer service desk was. We missed our flight due to a change in gates that we didn’t pay attention to, and with two young kids in tow we were almost in tears. Thankfully, the Air Canada customer rep was able to put us on the next flight, no questions asked. We are so thankful! While it’s true that AC has many delays/cancellations, relatively speaking they are still one of the most reliable airlines around.

✅ Trip Verified | 3 delays, left 2 hours and 15 mins late. Tried to bump me and a guest back 12 rows for a stand by. This is the 4th flight I have taken with Air Canada this week, the last 3 were in business class. My flight on Monday was cancelled at the last second and the replacement flight got myself and 7 guests into San Francisco 9 hours late. This airline is always late always cancelling flights. Absolutely horrible.

✅ Trip Verified | Due to flight cancelation (notified via phone 2 hours before boarding), we were placed on the next flight. No other airlines/flights were available. This caused us to miss a connecting flight. Our only way to get home was to reschedule connection flight to the next day ($350), get a hotel room for the night ($250), eat out for three more meals than planned ($$), and extend our car parking at our destination ($50). The only thing we got from them was "well, we are not partnered with your connection"

✅ Trip Verified | I recently paid $5700 for a flight which was business class outbound and only premium economy return YVR-HKG. On the business portion from YVR-HKG the entertainment system and screen malfunctioned including constantly turning on in a dark cabin while most were trying to sleep. I book business class for 3 reasons, comfort of seat, entertainment value, and meal/in-flight service. When one of these 3 services is not provided then I am no longer satisfied with the fees I paid for this class of travel. The Head-purser tried to reset a number of times then 2 flight attendants spent all kinds of time taping 2 cushions to the screen. My return flight in Premium was no better. Although I had paid $5700 for my flight and the passenger next to me $6000 for his round-trip YVR-HKG in Premium both of us were informed early on we wouldn't have a choice of meals as the Vegetarian was the only option left. While I have experienced this same problem a few years back on Air Canada I really can't believe this airline can't put enough meals on board to offer the selection they advertise. Unlike business, there was no option days before to select the meal you want and alleviate this entire issue. They absolutely treat this class (Premium) like standard economy although they now charge a multiplier of 3-3.5 times the standard economy cost. Wake up Air Canada! In the end I was offered $150 credit for my troubles and after going back to them again and again they have refused to show more compassion. With the offer of a $150 coupon they are basically suggesting I would have paid for this business class travel @ a price of $5700 with an offer of "minus $150" but no entertainment service. Would anyone book that class of travel if they were told of this full ticket price minus $150 because you will not be providing any entertainment? In addition to the absence of entertainment my comfort was significantly disrupted because of a screen turning on frequently with full brightness in a darkened (resting) cabin. Think about other airlines who care if they can't meet normal expectations when you consider your next Booking!

Not Verified | Regarding this airline's choice of aircraft - the Vancouver to Honolulu route is serviced by 737 Max aircraft. TAKE ANOTHER AIRLINE. 5 1/2 hours, single aisle, with 2, COUNT THEM, two toilets at the back. FOR ONE HUNDRED AND FIFTY PEOPLE. The other 20 people get to use the 1 toilet at the front. The crew will stop you from using it, if you are in economy. Just TRY getting to one when the cabin crew are serving snacks. Then later, drinks. Then a meal. If you are desperate, YOU ARE TRAPPED. It is a long, long way on a single aisle aircraft. WRONG TYPE for this route. Never again,

✅ Trip Verified | I flew with Air Canada on 27 of May this year. I waited at the airport for 6 hours for a connecting flight to Montreal, which is approximately a 30-minute flight from Quebec airport. The flight did not leave from Quebec due to construction at the landing strip at the airport in Montreal, that is what the airline informed us in Quebec City. It seems as if they delay flights until they are fully booked, regardless of the scheduled departure time, and Air Canada offer no compensation for the inconvenience. After finally leaving Quebec and landing in Montreal I was informed there will be no other flight to Miami until the next morning due to weather. No accommodations were provided; I was told to find and pay for my own lodging. And just to add a fun fact I paid 332.01 for one night to Holliday Inn that was near by the airport to take advantage of the free shuttle because transportation was not offer either. This is utterly disrespectful. In addition to refusing to refund my expenses for the night, I discovered the next morning at the airport a couple from the same flight and same economy class received accommodations and meal vouchers from the airline. It's perplexing why some passengers receive preferential treatment. Hard to believe when the tickets are high priced and not even a direct flight. I advise against flying with Air Canada unless you have surplus time and money.

✅ Trip Verified | I booked with air Canada for the purposes of an international move to the UK. I chose to fly into France because it was the only way I could fly with my dog in the cabin with me. I called and upgraded my ticket from economy to business so he would have more room. I bought a carrier that his head touches when he is standing but he is capable of turning around in. When I upgraded my ticket, I paid for pet in cabin, $100. Air Canada texted me when I was on my way to the airport to let me know my flight had been cancelled and they would update me in 30 mins. 30 mins comes and goes and no update so I call customer service who tells me they’ve rebooked me on the same flight for the same time just a different plane. And they didn't tell me. I would have missed my flight if I hadn’t called. I got to Vancouver at 6 am and spent the next 50 mins attempting to check in. The employee was not going to check me in because I did not have a return ticket from France. I showed him evidence of intent to leave the country in the form of a eurotunnel check in and hotel stay. He would not accept it and asked his coworker for help. Coworker confirmed it would be okay. He still called for a supervisor. Supervisor confirmed it was okay. He still fought me on it because the eurotunnel check in has a return itinerary and even though I explained three times that I was flying and my husband was driving from England to pick me up and we would be returning in the eurotunnel together which he booked with a return trip because he was coming from the UK. Then he made a big deal about the fact that I didn’t have 120 in euros, despite having a bank account with money in it, which his supervisor approved. So then he takes my bags and I’m like do I have to pick them up and recheck them or go through additional security? And at first he was like no, when he thought I had a large case and a carry on. He asked if the large case was my only checked bag and I said no, I have a pet in cabin so I have to check my carry on as well. He was like you have a pet in cabin? I said Yes, it should be a part of my booking. He said Okay I need to look at him. He comes around the counter and looks at my pet in the closed carrier, Asks me to open it. Tobes is laying there and not getting up. The guy is like “I need to call a supervisor.” So he calls the supervisor again. Tells her my dog can’t stand up and turn around, which he doesn’t know because the dog didn’t stand up for him. She asks to see my pet, she gets him out, tells me he’s too big but makes an exception because he’s terrified and jumping into the carrier again. Then the guy tells me that because I have a pet in cabin, I will need to collect my checked bags and go through security again. I’m like wait what? Why? He doesn’t explain, just says that’s the policy. Doesn’t make sense. Later he tells me that I don’t have to do that. Then he bills me another $100 for pet in cabin when I already paid it. I was like if that is the only thing standing between me getting on the plane with the dog, I will pay it again but I’m leaving a horrible review because I’ve been here trying to check in for 50 minutes. He was like if you paid it would say you paid. I’m like it’s a part of my booking, how did I not pay if I booked it? I did not get mad or lose my temper the whole time until he charged me a second time for the pet in cabin. Then, I get through security and get settled at the gate. Delayed boarding one hour making me miss connection.