Air Canada
Reviews and Complaints

On April 14, 2022, we are travelling going to the Philippines. As per required by Philippine government, we need to get an Antigen Negative Result within 48 hours to be able to enter Philippines. It states at the Philippine website that pharmacy is one of the recognized to get a test. We had our teat the morning of April 24 from a legit pharmacy and taken by and authorized with certificate, stamped and signed by the registered pharmacist of that location which is a Pharmasave. Before our travel date, I confirmed with the travel agent if there was any changes on the travel requirements and the agent said no changes. This is not free, but that is not a question. When we were at the Air Canada check-in counter, upon presenting the result, we were told that we need to get a new test at the airport because the one we had is not valid. I called the agent and explained to her that we have a problem checking-in because our test result is not being honored at check-in counter. She provided the Philippine Airline site for the requirements and showed it to the staff of Air Canada. We argued and even showed them the website of Philippine Airlines that pharmacy is one of the recognized place of getting an Antigen Test. We had a good 1 hour at the counter just for the counter attendant to resolve our case with the few supervisors who insist that we need to get another test. We didn’t agree with them and iinsisted that we don’t need another one. After a long time arguing with them, they finally allowed us to board bit warned us to deal with the Philippine Airlines when we get to Vancouver which is fine with us. So, finally we got our boarding passed to Vancouver and board pass to Manila. A big relief on our side knowing the stressed we encountered from the staff of Air Canada. Just to add, we were travelling with 2 senior citizens with wheelchair assistance. So, in short we were feel happy about it because we were not forced to pay another $75 plus tax each of the 4 travellers for a new Antigen Test. At the boarding gate, before we are called to board the plane, we are called on the side and took the boarding passes that we had for Manila. We were told that we need to pull out our baggages at the Vancouver airport because the Air Canada changed the tagged to Vancouver only. When we just got out of the plane, here are the staff of Air Canada again harassing us to get a test right away at the Vancouver airport. We argued again at the arrival gate and it’s not fun because of the way they tell us, they were shouting at us in front of the passengers at the airport. I fwlt like I was a criminal at that point, that being treated unfairly, not being allowed to explain to them. Every time I say something to explain they shut me out right there. What a terrible experience with a harassment. Not only that, they keep telling that they got an email from Philippine Airlines ordering us to get a new Test. I didn’t comply of what they say so they got more upset. While waiting for our baggages to come out from the carousel, I called Philippine Airlines to ask and confirm if we need a new test, I was told that what we have is good enough. I felt relief for the second time. At the baggage claim, we only had 3 out of 8 baggages, so another problem, baggages went missing. I went to the baggage claim counter and reported it that 5 of our baggages are missing. The counter staff tried to locate but no avail so she ended up giving a Lost Baggage Claim form. I was told that if ever they will be able to find it they will shipped it to my destination in the Philippines. For over 19 long hours, I had this stress about our missing baggages. All 4 of us had not a very pleasant travel experience but a very stressful and tiring travel with Air Canada. For 19 long hours we were thinking of our baggages, stressed and very tired and didn’t had a good rest at the plane, can not eat and not relaxed. Luckily, when we arrived and went to pick up our baggages at out final destinations, all our baggages arrived. My complain is the stressed and horrible experience with the staff og Air Canada. No customer service but treated us unfairly and like we did a criminal act just because we didn’t get another test? We do not deserve this treatment. I knew a lot of travellers were treated the same or maybe worst than what we experienced. You know, we worked hard to earn the money to use for vacation and waited long enough to be able to ho visit our loved ones and yet we were treated to be like this just because of our color? We wNt justice. We want an apology from Air Canada. I told myself if something happens to my elderly family that is with me, 89 and 86 year old couple with health conditions, I wouldn’t forgive Air Canada. So, we want an apology or better yet an acknowledgement of their bad actions and decisions. I hope this won’t happen again to millions of travellers through Air Canada.

On Wed. April 13 I phoned [protected] at 9:30 a.m. The virtual clerk took my phone number [protected] and said they would phone back in around an hours time. 3 hrs passed. I phoned again at 12:30. Again was promised to phoneme back in 37-56 minutes. No phone back up to 5:55 p.m. I phoned again, this time held on live for just over 1 hr. I got through and spoke to Loren in New Brunswick. She was extremely nice. In trying to solve the problem said she would send 2 emails to me at my NEW email address. New [protected]@shaw.ca

I never received those emails. This morning Thursday 14, April, 2022 I phoned [protected] again at 8:38 a.m. Again giving me the promise to phone me back at the number listed above in Kelowna, B.C. It is now over 3 1/2 hrs later and still no call back. What is going on with the honesty of this company?

My name is Robert Martin Kurtz [protected]) email address: [protected]@shaw.ca I would like my problem to be solved. Revolving around issue with ticket: [protected] Hope there will be some action.

My issue is this. Every time I board your plane something happens. It started back 5 years when we flew to Puerto Rico for a cruise and no luggage for 5 days. Recently in October we went to Mexico for a wedding. When we came home the times were very close in between. We were told that our luggage would go on the next plane wrong. When we got up to security we were asked about luggage and we had to go back and get it and go so far away to drop it off it was horrible. We get there and there were 4 other couples and almost every desk had someone behind it and no one would wait on us. One open and they were training someone. We asked politely at first if someone could help us but now one moved and all of us were going to miss our planes. They just put their heads down and didn't do anything. There was a man walking by looked like a supervisor I said something to him but he turned his head. When we got no answer I got pretty upset and told to be quiet. After quite a long wait we walked up and all they did was lay our luggage on the belt. We then had to wait to go through security. They stopped my boyfriend for a bottle of vanilla we bought duty free and I ran all the way to the gate. The doors were closed but they waited, I was crying alot. I was flying home from Windsor to Halifax Flight C 8362. The plane was delayed from Montreal to Halifax so I was put on another flight. My bag was missing for a total of 3 days and my prescriptions were in there. So no one could find them just from Montreal I was lucky to have 2 days of meds in my purse. The third and final time so far March 9/22. We were travelling from Orlando to Toronto Flight AC 1089. Plane delayed again. 3 Hours on the Tarmack. We missed our connection to Halifax no one knew where we were to go and who to talked to asked and no one in the airport knew. Finally the cleaner showed us how to get to Air Canada desk. It was midnight and we were exhausted and the woman behind the counter said she couldn't do anything for us. She told us to get a room, I'm like no this isn't our fault you can pay she had no authority and there was no supervisor. She didn't bother to look at us in the computer. We weren't the only ones. I admit I was angry., but she did nothing for us. My friend was with another man that told her she had comps and to wait. He was a supervisor but yet there wasn't one. He came back with hotel vouchers and food for her and us and 2 others. She was not accommodating or anything to us. The other issue the planes you choose for long trips. I have no problem going to Windsor from Halifax and there is a tv etc but on my recent trips to Orlando and Miami. I was crushed in the small seats and all that time with out tv that is pretty bad. I just feel that air Canada is not good at Customer Servic. It cost alot to travel and we do alot so I am looking at other options. Always something.

I arrived at YYZ on Apr 7,2022 and one of my luggage did not arrive the luggage tag LH740237 , I filled a claim at the airport and the claim # YYZAC87269, I have been following up on the AC website and cant get the details and I've been calling [protected] and they promised I should receive it within 48-72h, and the AC representative yesterday he said he will escalate the claim, its been 120h and still cant have a clear answer when I should receive my luggage.

The same thing happened to me when I departed from YYZ - AMM via FRA, one of the luggage that has all my personal stuff did not arrive on the same flight I'm in, and it took 5 days after my arrival to receive it , so for five days I was having no clothe with me , to the level that I have to wash my clothe at night so I can ware them again the second day.

Its ridiculous to have the same incident twice during a one trip YYZ-AMM-YYZ within 37d.

I would like to have a reply to my complain.

Have a good day

Best regards

Amani Kaddourah

[protected]

[protected]@ymail.com

My daughter and I flew business class from Toronto to Punta Cana. When we arrived, her luggage was not there but still in Toronto. The shuttle to the resort did not wait for us while we were at the luggage counter.

The luggage did not arrive until 4:00 p.m. the following day. The Air Canada representative was nowhere to be found. Staff at the hotel tried to reach her. We had no information about the resort, when and where to catch the shuttle back to the airport…

We were told our luggage would be marked priority. What a joke.

April 7 flight 470 san fran to toronto 8-9 pm

the lady that picked me up at airplane was a little put out about coming down to the airplane (me not walking up the ramp.) I am 78 walk with 2 canes (need wheelchair.) The Iady asked me if I could get luggage off belt by myself and if not I would need a porter costing $15.00. I struggled but managed to not fall over and get my luggage off weighing 30 lbs.. Then she said I could not put luggage between my legs that I needed a porter to take luggage to my pick up at (P) a nd it was at a cost off $15.00 I t old her I did not have $15,00. the Porter came and walked along side of her pulling my luggage. That it was ok I did not have the $15.00 as I was getting quite upset at this time as I was unable to walk the distance. Is there some where u pay this or does the money go into her and his pocket, scamming the elder and handy caped. I travel air canada because of your service and secure feeling because of traveling alone.

Please look into this I really thought they were going to just leave me if I did'nt have the money

i ARRIVED IN dENVER WITH NO LUGGAGE HAVING BEEN TOLD IN mONTREAL i COULD NOT FLY UNLESS MY LUGGAGE ACCOMPANIED ME. # DAYS BEFORE i GOT IT

Just to summarize my unpleasant flight / trip of 2021 from YYT To Denver Co.

After been assured in Montreal that my luggage was on board I arrived with no luggage for 3 days which was disturbing when I had a function to attend. While in Denver I received emails from Air Canada notifying me of flight changes of which I spent my precious time on the phone to find out it was a mistake, not once buy 2 or 3 times. That's not how I wanted to spend my time with my family as we mourned the death of my brother. Sad indeed. Someone wasn't paying attention.

I had purchased 2 onboard meals and I never got anything on my return flight.

In the midst of Covid19 this had to be my worst experience with Air Canada. The right hand didn't know what the left hand was doing. Staff were so confused it was unreal. Arguing amongst themselves in my presence as to what to do isn't good enough, therefore I was left alone in the wrong area in Montreal airport without no one around me for some time and almost missed my flight back home to St. John's. The person who took me to my departure gate told me I had been left in the wrong area. Stressed is an understatement for me as a Senior. I have been flying Air Canada for many years but I'm having second thoughts after this ordeal.

This is the second time I've made this complaint and got no reply.

I'm a very dissatisfied Air Canada customer and I'm hoping for a favorable reply in the near future, one which will help me decide if I will fly Air Canada again.

Regards

Angela Fleming

Recently on April 2 I have a flight that go to Delhi from toronto pearson airport in morning. I reached there before 2 hours and 30 minutes before takeoff and the timing of flight was 9.45 am . I am filling my details there and there was a last name problem on that counter. After 3 minutes the manager come in front of me and tell me the boarding was closed and what i still have time. This was purely injustice done with me and that flight departure at 10.46 am that cost me 945 $ to reschedule and no one help me. Please do justice with me. Refund my money please.

I have flown this aircraft in business several times over the past few months.

The good news, I suppose, is that it didn't crash however to use the washroom requires a Cirque de Soleil acrobatic skill and the seats are painful after just a couple of hours.

CANADA - ST. LUCIA RETURN

COSTA RICA - CANADA RETURN

I need to do a booking of 4 tickets from YYZ to YVR using a flight credit coupon. After a long wait of nearly 2 hours, Air Canada personnel called me back on 3:41pm. If Air Canada wants to identify this person, I can provide my phone number so that they can retrieve of who that person is. She is a young girl with a Chinese accent. Actually the whole conversation should be tapped and Air Canada management can review her customer service with her. Her attitude is very bad . She keeps on asking me to do it online with the booking. I told her first time "no". Then after a while, she asked me again to book online so that she can serve other customers. I am a customer who have waited for 2 hours and she doesn't want to serve me. How ridiculous! I then told her I am not good with the online booking so I want her help. After a while, she said again to book online. I then become very angry because I told her many times I do not want to do online. I need someone's help because there will be a difference in the price. She explained herself again that she wanted to serve me but in a bad attitude. Then the atmosphere becomes very angry. I do not want to speak to her so I ask to speak with her boss. She did not want to give to the boss and said she doesn't have one. How ridiculous! Then I ask for her name. This time, she put the line on hold. After 5 minutes, she returned and apologized and transferred me to another customer service. However, she still did not answer my question. It seems that she doesn't have a name and a boss. I am 55 years old and cannot understand this kind of customer service. I understand that I am using a coupon but I am still a customer who have paid the coupon. Thank you for listening.

i have now tried for 3 weeks to add my flights to my cruise. the last 2 days alone i have been on hold for 10 hour! still on hold right now for 5:45 and yesterday for over 4 before the line dropped on your end. REDICULOUS.

How can i get the flights added without more issues!

you can call me at [protected]

This was paid for almost 3 years ago, you have my money, i want my flights!

Or do i have to take this further.

Rob

This is our 7th Complaint regarding this matter with no response. We arrived at PV AC priority checkin Feb 20/2022. After 1 1/2 hours of embarrassing, intimidating, humiliating & disrespectful treatment we were continually told we were not on the manifest for Flight AC971. Our confirmed Business class seats were not available. We asked for a manager. When she arrived she restated their position & said we would need to pay for new seats & nothing available until Feb 27/2022. This was not acceptable to us & the manager made a phone call. After further discussion on the phone she offered 2 economy seats on Flight AC971 if we paid for them. Not acceptable as we already paid for round trip seats. Manager finally stated we could have the economy seats & deal with the costs later. We agreed to take the seats. We do not understand why Air Canada will not deal with this matter as we paid upfront for Business class seats round trip Vancouver & back from Puerto Vallarta. Our great 3 week vacation was totally unhinged & ruined by this serious error made by Air Canada.

CC: Canadian Transportation Agency

CC: Porrelli Law Group

Air Canada delay the delivery of my bags two days. While they try to deliver it to my door within the 24 hours of my arrival, they failed to do so because the delivery company they used did not leave the bag at my home when I didn't answer the door (because we were not at the place and didn't receive their call letting us know to be there). As a result, I only received the bag 48 hour later after arrival and claimed $618 that I used to buy a jacket, a pair of shoes, and toiletry. They claim that they would only compensate for $318 because they don't agree with my claim. This is crazy, they made me spend the money. How was I supposed to dress after a 24 hrs flight?

In 2019 our family booked a trip on Air Canada

(using our credit card points) from Vancouver to Arizona. However, like many Canadians, we could not travel due to Covid-19.

My husband is a first responder, firefighter, and we were unable to travel these past few years as he was needed locally and due to Covid-19. The past two years we have planned and saved for a family vacation and have been waiting to take it with our two little girls (age 6 and 3). The past few years have been incredibly stressful for our family. When Covid-19 started to ease this past summer, we decided we would plan a re-do of our trip in April of 2022. In October of 2021, we contacted our credit card company and they told us that we needed to contact Air Canada to claim our credit.

We followed their instructions and contacted Air Canada on October 27, 2021. Air Canada told us at that we currently had a credit for the value of 3 flights (our youngest was only an infant at the time so didn’t hold a seat), but they will switch that to a voucher for the same value as this way it would not expire. Air Canada told us they submitted the documentation and that we would receive our voucher in 6-8 weeks.

On October 31st we received an email from Air Canada stating that our voucher would be sent to us via email (claim #CAS-3916438-P2L2Q0) and would take approximately 6-8 weeks but the issue is we didn't receive it.

We called at the end of January to see what the hold up was, as we had then decided on dates to travel with another family and wanted to ensure we booked far ahead to use our voucher to pay for the cost of the flights. We realize that the closer you get to your vacation dates to book, the more expensive it tends to be so we wanted to be proactive.

When we called we learned that we still only had a credit on file that would expire April 14th, 2022 due to an Air Canada error that we were not given our voucher when we first requested it in October of 2021. As to the credit would only be valid for two years, this would mean that our return tickets would not be covered as we would be returning April 16th. The voucher from Air Canada, that was suppose to be send to us would have no expiry date and the amount of the voucher would exceed the amount needed to cover the cost of our flights at that time, at the end of January. After we covered our four flights from Vancouver to Arizona, April 9-16, we would have a remaining credit on file to use for a future trip.

Since January, we have now spent countless hours on the phone with Air Canada (more than 17hrs) attempting to figure out when we will receive our voucher. We finally got in touch with an Air Canada Contact Centre employee the first week of February who offered to hold four tickets for us for 10 days at the cost of $1260.48 which had already gone up since we initially called, however we were thankful she was willing to do this for us. She then told us to email the Customer Relations department (through the Air Canada website) to explain our issue, which we did.

Customer Relations finally contacted us and apologized and said they would issue our voucher however since there was a backlog in the voucher department she didn’t know when this would be issued. We told her when our flights were, and she made no attempt to hold our flights or expedite our concerns. Customer Relations told us that we needed to contact the Contact Centre to have them hold the tickets for us. The problem is, the Contact Centre told us that only Customer Relations can typically only hold flights or honor rates. We would have to call back repeatedly to the Contact Centre and hope that we receive an agent at the Contact Centre willing to hold the 4 flights at $1260.48 for us until we received our Voucher. Many times, we would spend 1-2 hrs on the phone and the agent would be unwilling to help. We would call back, spend another hour on the phone and someone would hold the tickets for us for another 7-10 days. This pattern has repeated weekly.

Due to Air Canada’s error in October of 2021 and Air Canada Customer Relations refusing to help us by holding tickets, my husband and I have spent countless hours on the phone and time away from our girls. My husband works two jobs, as a firefighter and in construction to help support our family. We don’t have the time to spend hours on the phone with two little ones, nor do we feel we should have to considering this is an Air Canada error. In an email to the Customer Relations contact, I explained all of this and asked if she could simply hold the four tickets for us so that we didn’t have to continue to call back. She disregarded my email and said I needed to continue calling the Contact Centre to discuss any pre-flight questions.

Due to Air Canada’s error with our voucher and due to the lack of communication between Air Canada departments, we found out this past week that the 4 reservations that were held for our family (YVR to AZ April 9-16 – Conf #4YPADS & #4F80GA) have been dropped and the Contact Centre doesn’t know why. The multiple hours on the phone with the Air Canada Contact Centre explaining our story repeatedly in hopes that they would extend the value of our tickets and continue to hold them for us, have been lost. My husband and I have spent many sleepless nights worrying if we are going to be able to take our girls on a vacation. The flights have more than doubled to a price we cannot afford, nor should we need to pay out of our own pocket.

When I spoke with the Contact Centre on many occasions, they informed me that they had no idea how it is possible that we have had to go through what we have been through these past few months. They don’t know why Air Canada won’t respond to us and have apologized profusely for Air Canada’s blatant disregard for us, their customer. We are crushed that Air Canada chooses to provide customer service that ignores our plea for help to simply hold our tickets at the $1260.48 and ensure that we had them when our voucher finally came.

When I spoke with the Contact Centre, the representatives’ exact words, to us moving forward to a formal complaint and contacting Global News, was “I don’t blame you” and “I am so sorry this is has happened to you”. She took the time to read all the notes on our file and was baffled by how we have been treated.

My husband called the Contact Centre one last time. He spent 2 hours and 42 min on the phone with the Contact Centre to attempt to rectify this issue once again. They said they are unable to process any credits on our file or a voucher as it is in a holding pattern. The representative was also unable to hold any flights for us at the current price (now more than $2600+ dollars) and told us that most likely the flight cost would be going up the next day. We asked him, if we have a credit with Air Canada, can we use this as a last resort to help with the cost? He said no, we cannot do that because it is being switched to a voucher now. The problem is, we still have not received the voucher and the cost of flights continue to rise.

We decided yesterday that we would book our flights with Air Canada on our credit card for a cost of $2649.24. This was a difficult decision for our family as we should have had a voucher given to us last year to cover the cost of our flights of $1260.48 in January and still have a credit left over. Instead, we are paying more than double the cost out of our own pocket, so we don’t loose out on our accommodations or vehicle rental in Arizona that have been booked since January, if we do not travel. Our children have been looking forward to this trip with another family and we are trying our best to keep our promise to them to go.

My husband and I feel as though we have been taken advantage of for being more than understanding of the delay’s that Air Canada has been informing us of. All we have asked this entire time is for Air Canada to hold our four flights so that when our voucher is issued it covers the cost.

We have never once filed a formal complaint nor contacted Global News or media outlet for help in any other problem in life, it’s not like us. We don’t want this happening to another family, and we feel as though we need to hold Air Canada accountable for their actions.

We really hope that you can help us rectify the issue with Air Canada and have them reimburses the cost of the four flights. We aren’t asking for anything exceeding what we are owed. We would like to be given the voucher to cover the cost of our flights and a reimbursement of the $2649.24 which we have paid out of our own pockets to cover the cost of the flights.

I had booked a trip to Cancun from YVR for Mar.6-13... something came up 19 days in advance no longer allowing me to go on this trip.

19 days in not long enough to get a refund but is within the proper time frame to get a travel voucher. The trip, for two, cost just over $3200 and after multiple attempted phone calls I finally went to there online booking management page, I requested to cancel the booking but received no response. So after a week I started making phone calls again, the line was always busy. So I made another attempt to request cancellation online which is what the phone line recommends due to the overload on the call line.

Still to this date have not got a response of any sort.

Be it a phone call or a response to the online cancellation request.

Wondering how I should proceed, or if I am in the wrong

Hello

About a month I call and ask for a password. The man I talk to said it would take 10 days to get a email so I waited and no email. I recall on March 9 at 11;11am an talk to another man. He said the other guy did not put in for it. So he put in for and said I should have it least then 15 days.

I am trying to book a flights. As I cannot use this till I get this password.

Booking number: 4S8BZO

date of issue: Dec 6 2021

Air Canada travel voucher amount $954,40

I was hoping that you could help me with this problem

Thankyou

Linda I MIddleton

canada

I bought 3 packages (6 tests) of Switch Home Antigen kit using Aeroplan Points.

I know it is OK for YVR to HNL (USA), but emailed to ask Switch health if any type of certificate is given for the results of their test, as Austrailia requires a Negative Certificate for boarding plane.

They don't know! Below is copy and paste of my question and Moni's reply at Switch health.

I have now had to purchase ( for more money), another 4 tests because I obviously need that certificate and I have 2 days to get it.

----------------------------------------------------------------------------------------------------

Re: Is switch home kit good for Australian entry?

Inbox

Moni from Switch Health

2:44 AM (8 hours ago)

to me

This message was sent to the following 2 people: Pete Dunn, [protected]@switchhealth.ca. Replying to this email will notify them.

It is the responsibility of the patient to know the requirements of the destination country they are traveling to. Switch Health is not responsible for locating this information for the client.

Moni from Switch Health

On Thu, Mar 17, 2022 at 04:09 AM, "Pete Dunn" wrote:

Bought home kit. Australia says they need a RAT certificate to get on the plane. Is there some sort of certificate issued by email or..?

Thank you,

Peter dunn

Hello,

Me and a friend were booked to fly home from CUN Cancun to YYZ Toronto on March 13, 2022. Our flight number was AC931. The flight was supposed to leave at 1:35pm but we sat for quite some time in the airport waiting. My friend had knee surgery and has trouble standing(wears a knee brace) so we were able to find a seat, as her knee was extremely weak from waiting/standing. No staff from Air Canada communicated to us why were were delayed. About an hour later we began to board the plane. Once all loaded we sat some more on the plane. Probably another 1.5 hours more. We received no announcements as to why we were sitting on the tarmac. I was extremely hot and overheating. My friend needed to take her pain medication for her knee and had nothing to take it with. She also needed food to take her medication with which was not available yet.

Once we started moving the pilot said it was spring break, extremely busy and that was why we were waiting for out place to take off. You could see lots of planes waiting in line.

We were in the air when people started to discuss connections when we arrived in Toronto. We needed to change planes to go from Toronto to Kelowna on flight AC 1127. But our flight that was delayed from Cancun made us so late that we missed the connection. We received an email on March 13th in the evening stating that our flight had changed and we would now need to leave March 14th at 3:20pm (the following day). But it was taking us to Vancouver first then to Kelowna. So our trip was prolonged over a couple of days due to this delay from Cancun.

That evening when our connection was rebooked we were very tired and without anything to eat. We had a hard time finding somewhere to stay for the night. I called the Sheraton 5 times and no one would answer. We finally asked someone how to get there and they told us the route through the airport.

Remember, Dana has an extremely sore knee and can't walk well. And now I was extremely tired and sweating (I later found out I had Covid and was very ill- I tested on March 15th through Interior Health testing site with a PCR test and was positive for Covid). We finally made our way to the hotel. Booked a room and some food and slept until the next day. The room, taxes, food, porter etc. came to about $500 and because our car was parked 1 more extra day in Kelowna our parking fees nearly doubled as well.

This was a horrible experience for us. I know it happens but Air Canada really did nothing to help sort this out for us at all. We had never been to Toronto and know nothing about how to navigate our way around, We just needed to catch another flight which Air Canada rescheduled to AC115.

We feel we need to be compensated for all the hotel costs, parking, food etc. that occurred while we needed to wait for our re-scheduled flight. It was not our fault that so many planes needed to land and take off in Cancun. That would be up to Air Canada to arrange and figure out.

This is our 5th Complaint regarding this matter with no response. We arrived at PV AC priority checkin Feb 20/2022. After 1 1/2 hours of embarrassing, intimidating, humiliating & disrespectful treatment we were continually told we were not on the manifest for Flight AC971. Our confirmed Business class seats were not available. We asked for a manager. When she arrived she restated their position and said we would need to pay for new seats and nothing available until Feb 27/2022. This was not acceptable to us & the manager made a phone call. After further discussion on the phone she offered 2 economy seats if we paid for them. Not acceptable as we already paid for seats. The manager finally stated we could have the seats & deal with the costs later. We agreed to take the seats. We do not understand why Air Canada will not deal with this matter as we paid upfront for Business Class seats for round trip Vancouver and back from Puerto Vallarta. Our great 3 week vacation was totally unhinged & ruined by this serious error made by Air Canada. You need to deal with this because we are not going away.

Hello,

I'm writing to tell you about a situation that has just occurred on flight AC155, YYZ-YYC, 14MAR2022.

I purchased a ticket for my daughter's friend, Emily Cole, who has severe anxiety. I purposely purchased seat pre-assignment for this reason. She is not good with strangers touching her, so we had selected a window seat, which would allow her to lean away from the other passengers into the window, and not be jostled by people walking up and down the aisles.

Very briefly, she was booked on a different flight that was canceled due to the strong storm this weekend. They changed her booking and pre-assigned her seat again to a window.

When she got on board, there was someone in her seat. Apparently, a mother and two children, who did NOT pay for seat pre-assignment, were in her place, and no one asked her if she would move, which she would definitely have preferred not to. Now, she's forced to sit in the middle row, in the middle seat, of a 787 surrounded by other people, not able to make a scene because of her anxiety, which would have ratcheted it up even worse.

We had also booked a meal for her, which would have gone to the person occupying her seat had she not mentioned it after boarding.

I am livid, and disgusted, that this happened. Normally, a passenger is asked to move, and most of the time they'd say yes, no problem. But in this case, Emily is beside herself with anxiety already, and now it's twice as bad.

I expect a refund on the seat pre-assignment, since it didn't seem to matter. I would also expect some compensation for Emily for her suffering. This is outrageous.

A mother traveling with two small children should absolutely pre-assign her seats! It's common sense, and not Emily's problem.

Her record locator is 49IR4Y.

Good customer service demands she be treated much more fairly than this.

Inga Calvert

[protected]

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