Air Canada
Reviews and Complaints

Today we were once again delayed on a flight 1854 from air canada, today was just under 1 hr I believe 45 min trying to depart that was supposed to be 12:15 am but finally left 12:45am np reason why, but then getting our bags to come up from the plane took an additional 1.5 hrs so far... this is not acceptable
Last year we had a similar issue with air canada and were stuck on the tar mat waiting to depart from phoneix and waited 2 hrs in the plane due to a water issue on the plane
You are one of the most expensive travel providers yet continually disappoint your passengers with no reasonable explanation just a "I'm sorry" answer
This is unacceptable regardless of the issues surrounding today's issues manpower, too cold was what I was told by your representative that staff can only stay outside 15 min before requiring a break... so you make accommodations you call in extra staff you do what you need to do to get people moving.
We live in canada you deal with the weather just like everyone else that lives here
You charge us more then enough to travel at least you could ensure that we are not further delayed due to your issues

hello my name is micheline valade ima dedicated customer and I usually always enjoy my air Canada flights but my last flight was a little different. on my flight to san Francisco from Montreal I was eager to use the inflight wifi as the crew proudly stated on the intercom. I logged onto the wifi and went straight to Netflix hoping to watch and episode of house of cards but it didn't load. I got confused and googled youtube hoping it world be there as well but that couldn't load as well. it seems that the plane that I went on didn't have good wifi. I am sending this so that when i go on my next flight I will get the joy of watching anything I want. thanks for reading

-Michelin
(this is written by her grand-daughter on her behalf)

You guys should really get your act together. You cancelled my moms flight made her miss Christmas. Then made her take a flight the next day. Delayed it and delayed it again is this a joke. And there's no money back or discount for another flight. Oh boy you guys really need to get ur act together you better watch ur back. This is a joke. You guys are the worst airline. Never again.

To Whom it may concern:

My bags were checked at the air Canada counter in Logan airport in Boston. The original flight was suppose to be from Boston to Toronto ending in Lisbon Portugal. I Checked in 2 bags I payed an extra bag fee, final destination for my bags and myself was Lisbon with air Canada. The flight from Boston to Toronto got cancelled, I was rebooked through air Canada on a new flight from Boston to Montreal then to Toronto, the flight was delayed so I missed my connecting flight from Toronto to Lisbon. I spoke with an air Canada agent to rebook a flight for me to Portugal, because I still had a connecting flight from Portugal to the Azores that I did not want to miss. A flight was arranged from Toronto to Miami then onto Lisbon Portugal. The problems with my luggage started in Toronto my bags were missing I was unable to go through customs without my bags. After two and a half hours my bags were located, I almost missed the flight to Miami because of my missing luggage, I was shown a computer picture of my two bags, I confirmed that the picture of the bags on the airport treadmill were my bags. I was approved to go through customs.
I was now on the flight to Miami, I arrived in Miami had a layover in Miami and waited for my connecting flight to Lisbon Portugal. I arrived in Lisbon on December 20th
But my bags did not arrive in Lisbon. I have checked the website that I was given and one of my bags are in Miami the other bag is missing. This is unacceptable my Journey started in Boston on December 18 and I traveled for four days a total of 70 hrs with a great deal of delays lost luggage and anxiety no bath no clothes, no sleep. To now arrive at home in the Azores and my bags are missing. This is totally unacceptable.
I would need a response to the inquiry on my luggage as soon as possible.
I have traveled extensively and never have I seen such incompetence.

Any news on my luggage would be greatly appreciated

My claim ticket numbers for my bags are as follows.
AC142018
AC142017

My phone number is [protected]

Thank you
Ana Fialho

On September 1, 2017 we were booked on AC flights from Kelowna to Dublin via Vancouver. The international flight was great. Our return flight AC 1905 On September 23 from Edinburgh to Toronto was also great. Our boarding passes issued in Edinburgh showed our prepaid seats from Toronto to Calgary that one was incorrect. We were advised to check it out in Toronto.

We arrived at our departure gate Flight AC 143 Toronto to Calgary 2 hours ahead of boarding. Your boarding agents didn't arrive until 10 min before boarding time and this was a full flight. My husband was still in his prepaid seat of 16E and I was now allocated to row 20 middle.

Upon inquiring and showing our travel documents from Maritime Travel that confirmed we had paid for these seats on Mar 7 we were rudely told to Sit down and I will get to you.
When over half the plane had been boarded we inquired again to be rudely shouted at again I'm working on it. She eventually got it straight and the agent checking boarding passes said you must be happy she got you exit row seats. My reply was we paid for those seats 6 months ago.

We purchased seats so we would not have seat issues with multiple flights.
What is the point of purchasing seats when someone in AC seat selection
can change a prepaid seat at will. My husband and I have the same last names and all our documentation was all linked

Your boarding agent in Toronto was rude, condescending and totally unprofessional. I understand that things get chaotic when boarding large volumes of travelers but being polite and courteous is part of the job. Also agents arriving more than 10 minutes before boarding would have certainly helped there stress levels.
All the Air Canada boarding agents in the other airports were excellent.

This is unacceptable behavior of an Air Canada employee. We have told our travel agent in future please do not book us through Air Canada if possible and definitely not through Toronto.

Yours Marilyn Duffin

Aug 06th 2017
my wife and I arrived at Toronto's Pierson airport well in advance to catch our confirmed 8:15am Air Canada flight (AC 1640) to Miami.
(we arrived at Toronto Terminal 1 at 3am or there abouts)

When we arrived at the Air Canada baggage drop off…. We were informed that we were on “Stand By”. Apparently, the “flight (AC 1640) was overbooked”. The lady at the counter was very pleasant and she indicated that we “may be ok” but it can not be confirmed. At 3am I looked behind me and saw no one standing in line to catch an 830AM departure the airport was quite deserted actually.

I explained that we have a cruise ship to catch and we really have to be on that flight.
I even showed her our paper work that indicated we had a “confirmation” to be on that flight. (See attached photo)
She put a note on our account to this effect and indicated that we would probably be ok but she could not guarantee it. She hinted that there may still be space in First Class.

We were now VERY CONCERNED, that we may not catch our flight to begin our belated honeymoon cruise. Not a pleasant way to start a holiday.
Naturally, I asked if we should upgrade to first class.
She could not process that at her terminal.

When we got through security, we waited near the gate not daring to leave so we could be the first person to speak with the gate personnel. Not a very relaxing way to spend the first few hours of our honeymoon.

We also called Celebrity and explained the situation.
He indicated that if we did not catch this flight, they would fly us to San Juan.
Not the most ideal but a suggestion and possible solution non the less.

While waiting at the gate I noticed 2 (Air Canada) ladies at a different counter.
When I approached them I stated our case and the one lady was kind enough to look things up for us.
She indicated the same story….. you are on stand by. You MAY be OK but I can not guarantee that.
She also indicated that if we did get on the flight, my wife and I would not be seated together.
(NICE! Our honeymoon and we may or may not be able to sit together!)

I asked if we could upgrade to first class.
She looked into a few things and then processed the request.
She assured us that by doing this upgrade we had a guaranteed seat and we would be bedside each other.

Bottom line we went $659.40 ($329.70 each) out of our way to ensure we had a seat on a confirmed flight so we would not miss our cruise ship in Miami. (See attached Photo)

On a side note…. I feel that people that do not do “Online Check in” are at a great disadvantage.

We did not do Online Check In either simply because the day prior to vacation was quite hectic.

All we are asking is that we get reimbursed for our upgrade to first class so we were assured to catch the "confirmed" flight to Miami.
We booked well in advance.
We arrived over 5 hrs before flight departure.
Air Canada overbooked the flight not us.
We experience a very uneasy start to what should have been a wonderful experience.

Should you have any other question or concerns …. Please do not hesitate to call or email.
[protected] [protected]@marinersolutions.com

I recently flew from Havana to Sydney via Toronto and Vancouver on 13th, Booking Reference K53BXI, Air Canada incoming flight was delayed from the scheduled 0745am departure to a revised 10, 45 but then actually did not leave until close to 1300.
I arrived in Toronto an hour after my connection had departed for Vancouver.
There were no more business class seats available on the next flight and after paying such a large amount for business I was reluctant to travel the next sector on economy without a refund.
I was then stuck in Toronto for 2 nights until an available business seat become available on next 2 segments.
I was offered no assistance in accommodation due to being delayed by Air Canada. I travel with a number of other airlines and have never been left to find and pay for my own accommodation when delayed by late flights.

My flight from Havana which was originally supposed to be 9th September was cancelled but that was because of Hurricane IRMA and outside Air Canadas control and I was happy to pay for the 4 nights stuck in Havana but it would have been nice if Air Canada had emailed passengers about the cancellation rather than leaving the whole flight standing in line at the check in with no one to advise passengers what was happening, it was a shambles and no representatives were available to assist with rebooking etc.
I had to get my partner in Australia to contact Air Canada in Canada to re organise alternate flights. No one was at all helpful.

A few years back, when Areoplan announced that points would expire if an account was inactive for one year, an Areoplan agent told me that all I had to do was to buy gas at an Esso Station (inserting my Areoplan card during the process), and that the points earned at the Esso Station would keep my account active. However, despite getting gas at Esso in the past several months, my points have expired. I called Areoplan and the Agency told me that Esso points sometimes do not get recorded! She said that I have to look at my receipt (despite inserting my areoplan card into the pump as part of the process) to ensure that the Areoplan number was printed. And even then, she said the points may not be recorded. NOW THEY TELL ME THIS! SHE SAID IT WAS MY FAULT FOR NOT VERIFYING THAT THE POINTS WERE BEING RECORDED! I had cancelled my Areoplan Visa card 8 years ago because the flights were near impossible to book, but kept accumulating some points with infrequent travel with Air Canada. It was a terrible Plan back then, and obviously hasn't gotten any better.

I wish to make you aware of an incident when I was flying back on AC848 seat 40H last Wednesday from Toronto Pearson Airport to Heathrow. I was sitting in my seat and whilst we were waiting for people to board a maximum sized hand luggage suitcase fell and hit me. Luckily I saw it out of the corner of my eye and stopped it with the back of my hand but needed ice on the flight to keep the swelling down. It had been placed on the top of a full sized briefcase, also owned by the same person, on its wheels which made it so easy to be dislodged just from people walking on the plane. My concern was it could have been far worse hitting someone on the head and although my bruising was only for 2 days plus jarring to my shoulder and arm only a day to recover from, I believe the policy on hand luggage has got too lax as an Indian woman in front of this chap had put 3 bags in the same locker, one being full of clothes but twice the sized I believe she was allowed. The cabin crew who gave me the ice was very apologetic unlike the passenger in question in 40G who said nothing just moved his briefcase when prompted by cabin crew. Surely if you put the cases in on top not wheels down this could stop this or the limits adhered to? I had to put up with halved leg room on the flight there as the seat in front had been lowered to its max, as a 6 foot tall person I am unsure why this is allowed. 7 hours flight both ways was hampered for either reason. I am not one to normally bother to complain but this time it has forced me to send this. Your comments and consideration in this matter would be much appreciated.
Kind regards
Andrew Kidd
[protected]@ntlworld.com

8/29/17 Berlin Airport is a crazy mess for all including Air Canada passengers. The "Air Canada Rouge" designation is confusing coupled with the flamboyant male black flight attendant with bright red long fingernails and tight pants we then encountered on our flights to get home to Seattle from Copenhagen through Berlin and Toronto after completing a Princess cruise. And Toronto's Air Canada procedures including face photos, passport checking at least five times, a computer screening that says "wait for your initials to appear" only the initials are not on that computer screen but ceiling height on a different big screen, and then prohibiting my boarding because that screen said 0/0 for no checked bag even though it was checked through to Seattle - almost made me miss the plane with my four traveling companions. My bag WAS in Seattle last night. Air Canada Rouge perhaps means "rogue?" Crazy mess for sure. And if "Rouge" really means trans and homo, I will vote with my feet and go elsewhere.

My name is Abeer Aoun, my flight from Toronto to Beirut(Lebanon) was on August 18, I had two grey Delsey
luggage, but when I arrived to Beirut international airport I have received only one luggage, but the biggest one was missing.
Today is August 30, and I still did not receive my bag.
I live in the south of Lebanon which is almost 3 hours far away driving from the airport, and I was checking on daily bases but no response and no luck.
after many calls and check ups we found out that the bag is still in Toronto airport and never been loaded to the plane.
I am so disappointed that no body even did an effort to find out whose bag is that missing bag in Toronto airport, besides my whole vacation is 20 days only, and I still did not get any response from there.I had my most needed and valuable stuff in the bag, and I had to buy lots of stuff to replace whats missing.
I am so depressed that even i have a wedding for my cousin and i had to buy a new gown and the bride's gift again!
This experience honestly has ruined my excitement and joy to visit my parents and country overseas!
Contact details:
Abeer Aoun
phone#[protected]
phone#[protected]
flight number Air Canada 848
Reference number# qugv7z

Our flight Calgary to Ottawa was cancelled because of the hurricane Harvey. I think that was stupid because when they cancelled all of their flights the weather was ok. Us, passengers, didn't get any kind o assistance, no help, no information. Agents were useless as well. We spent many hours at the airport before we returned home. Till then nobody cared for us.

After check-in and submission of luggage to Air Canada agent at Pearson Airport in Toronto on August 4, 2017, for flight AC 7393 to Raleigh Durham, luggage was lost.
Luggage was delivered to my home on Sunday at 12:45 am, but the entire contents was soaking -wet. Some items are no longer usable.
I wish to have the Airline pay cleaning and laundry fees of $200.00 and reimburse the $25.00 baggage fee.

Ernest Fullwood
RDUAC19962

My trip took 48 hrs., luggage is totally damaged: one wheel is of plus some parts, damaged body of it. Lost in Brussels, found later. I fear to miss next connection flight. Purchased in Duty free alcohol in Montreal, taken in Brussels, because the bag wasn't sealed. Who is responsible for it?
Yesterday at [protected] I spoke to Shawn, who directed me to Amazon, where Sandra told me that they are not associated with Orbitz. Today I'm on hold for one hrs. Anyt discount I am eligible for such disaster trip.

Hi,

Being a loyal and strong advocate of Aeroplan, especially Air Canada, it was very shocking the experience I had on today's (November 30th, 2016) flight number AC 088, from Shanghai to Toronto.

I was extremely disappointed and appalled with the overall customer service/experience, specifically a particular flight attendant who spoke and directed myself and fellow passengers in a loud and demeaning manner throughout the entire 14 hour flight.

MECHANICAL ISSUE WITH CHAIR
Myself and my partner were sitting in seats 31H and 31J. There was a mechanical issue with the seat (31J) where it would not remain reclined. My partner would press the button and recline the chair but eventually the chair would return to its upright position on its own. It was already uncomfortable sitting in seats that Air Canada has reduced to a more narrow size and then in addition to continuously recline the seat manually over and over again throughout the entire journey.

VEGETARIAN DIETARY OPTION UNAVAILABLE
Myself and partner are vegetarian and we requested our dietary restriction at the time of booking the flight back in 2015 and again confirmed the option when checking in online within the 24 hours of departure date/time. Our first hot meal served was fine which consisted of vegetables and pasta. Our second meal served was chicken noodle soup. We asked for a vegetarian option but there was no alternative that they could offer. One flight attendant gave us a very small crustless sandwich with barely anything in between the bread but it was so tasteless and unsatisfying, we couldn't eat it. When the flight attendants came to collect the garbage, she noticed that we didn't eat any of the food, so she offered to come back with cookies. She never returned with the cookies and given the poor attitude that she showcased at boarding, we were reluctant to remind her. The third meal was breakfast with eggs and vegetables. Good thing I inspected the dish even despite my hunger because the egg contained bacon/sausage bits. We inspected my partner's dish and her egg had nothing added; it was just the egg. Therefore, I couldn't eat yet again. The flight attendant offered a plain pasta dish that was so bland and awful, I again could not eat it. This was a 14 hour flight and had only one meal to eat. I am extremely shocked given that I requested these restrictions beforehand and this is Air Canada for goodness sakes; not a small budget airline company. I find it unacceptable that there weren't any vegetarian options for passengers. And if it is the case that Air Canada would notify me of the limited menu in advance so that we could better prepare and pack enough food for us to eat on such a long stretch of a flight.

UNPROFESSIONAL FLIGHT ATTENDANT
As mentioned, one of the flight attendants from the very beginning of the flight was very rude and loud to all passengers, speaking to them in a demeaning manner by demanding them sit down, no phone usage, move out the way, taking their luggage and storming away with them not really informing the passenger what/where she plans to put them, taking a baby out of the mother's hands to re-seat her elsewhere, and the list goes on. There was an incident during the night/sleep period where she accidentally stepped on a gentleman's foot while he was asleep and that woke him up. She just continued down the aisle and didn't say anything and the passenger was upset and started to complain but his english wasn't very good so it was hard to make out what he was saying. She walked up to him to ask why is he all upset and he explained that she stepped on his foot and didn't even apologize. She retorted that she didn't know that she stepped on his foot and that he should lower his voice but yet she was speaking loudly herself matching his tone. This was very disruptive of other passengers who were trying to get some rest.

As I was writing in my notepad on my iPhone about these very incidents, she came right up to me and yelled, "Stop texting! You better not be texting!". I was so startled I could barely explain to her that it was merely note taking that I was doing. I just responded that I was not texting and that my phone was set to airplane mode.

CONCLUSION
As outlined above, I am sure you have an idea of the type of experience I had on this flight. I really hope that you take effective measures in remedying such issues to prevent a repeat occurrence for future passengers.

My desired resolution will be a full refund and additional Aeroplan miles attributed to my account. It was a very unpleasant, troublesome and distasteful 14 hour flight I hope to never encounter again.

My wife, Carol, and I have flown Air Canada a number of times to get to Europe from our home in Baltimore. It is convenient and pleasant to fly though Toronto from Baltimore. There often is a long layover in Toronto, but the Maple Leaf Lounge makes the wait easy.

Several months ago I made our reservations to fly on June 22, 2016, from Baltimore to Toronto to Rome with a return trip on July 7. I had recently stepped up my American Express card to Platinum. AMEX claims that one benefit is that entry to airport lounges is a benefit of Platinum AMEX. Maple Leaf Lounge is supposed to be one of those. I therefore did not reserve the Maple Leaf Lounge with our initial reservation.

A few weeks later, I thought to check whether my platinum AMEX would let us both into the Maple Leaf Lounge. I telephoned Air Canada. The representative was quite helpful. He explained that although my platinum AMEX afforded me admission to the Maple Leaf lounge, it would not cover my wife, Carol. Based upon that information, we redid the entire flight reservation, placing Carol and me now on different confirmations and requiring two check ins, etc. The sole purpose of that change was to buy admission for Carol to the Maple Leaf Lounge.

In Toronto on June 22, we went to the Maple Leaf Lounge for our 6 hour wait. The agent said only Carol could be admitted. I told the agent that I had cleared on the phone with Air Canada that I would get access with my Platinum AMEX. With a look of disdain that conveyed the message “Nice try, buddy, ” she sniffed, “Only a Canadian issued Platinum AMEX works.” I explained what I action I had taken, emphasizing the equities given that I already had paid for Carol.

The agent then told us to go find another lounge in the Toronto Airport that would accept my American issued AMEX card for admission. Because we had paid Carol’s fee to get into the Maple Leaf Lounge, that did not seem sensible. Finally, the agent let me buy my way in that day, adding that she was making a mark in my file so that I couldn’t do that on the way back. She cautioned me to pay for a pass to cover my admission to the Maple Leaf Lounge on the return flight or she would see that I did not get admitted.

Finally in the Maple Leaf Lounge I paid my fee on-line for the return trip immediately. I had been chastised that my record was marked to identify me as a likely scofflaw. I was not letting that happen again.

It was a substantial annoyance to divide the flight reservation for Carol and me into two reservation confirmation codes upon the reassurance from Air Canada that I would gain admittance with my platinum AMEX. There is nothing to be done, but I wanted to express my disappointment about my experience. Perhaps you can act to avoid a recurrence with another passenger in the future. I am sending a copy of this to American Express as well.

For the second time this month, at approximately 9pm, I have been woken up by a call claiming it's from Air Canada because I am a valued customer. At that point I hung up. One the first call I tried to call back the number that showed on my call display but only got a voice mail, so I left a nasty message. Now, here is my situation: I am an elderly disabled female, on a number of medications due to different health problems. One of my medications is to help me sleep and I am usually in bed by 8pm and asleep by 5 after. When I get a call from you it rings as a long distance call, and I jolt awake mostly because of elderly family members that need long distance calls to get in touch with me. Once this wakes me I have a very hard time getting back to sleep. This first call had me awake until 6am the next morning because my heart rate was so high. I had even debated whether to call emergency services. The call tonight has me feeling the same way with my heart beating overtime. It is only 10:20 now, but I have no idea when I will be able to get back to sleep. I would appreciate you getting my number REMOVED from this call list ASAP, before I do end up in hospital because of these calls. Next time I get a call I will aggressively find out how I can get charges laid against this, and hopefully I will still be alive to follow through.

I'm just astonished that this country ask for a VISA just to make a flight conexion that takes less than 2 hours. It cost me another flight ticket due to the impossibility to get that ridiculous VISA on time. I had to buy with other flight company than Air Canada. Now I know why they have these flight promotions in Air Canada. Nobody want to go through such a bureaucratic thing just to a quick stop. I've never been there and maybe I could visit them some day. But now, it makes me wonder if they do this with foreiners just to stop there, what more unexpected and unpleasant they could do to visitors? It is a trap the country and the Air Canada

This letter is about my horrific experience on my recent flight from London, Ont to Halifax, NS.

I have been flying Air Canada exclusively when flying within Canada since 1992. I have also chosen to fly Air Canada even if the price is higher than other airlines. This choice is because of comfort while flying, customer service and the overall experience when making or changing reservations has always been easy. This is up until the last year or so. Something changed within the company and when dealing with customer services.

If trying to make any changes to your reservation, you have to wait forever to get through to someone live on the phone and when you do, help is limited if any at all. You have no option to speak to a supervisor. By the time the call is finished you just wasted over an hour of your time with no results.

This trip was met with a number of issues. I just had surgery the week before. I was giving up my London, Ontario apartment and had everything arranged to be sold. My trip was going to be short to just finish some personal business. Sadly the person buying my contents backed out a short time before I was scheduled to leave. I had to rearrange my trip details to try to get everything accomplished in the time frame I had. Trying to leave earlier was not an option due to cost. As well I had anther surgery scheduled for that Friday. I had to be home by Wednesday night to start preparation for the surgery. Some of these issues is no one’s fault. But how I was treated at the airport in London, Ontario, was uncalled for.

On the day of travel to go back home to Halifax. I looked on the London, Ontario airport website to confirm my flight was on time. I noticed that my flight that was scheduled to go from London to Montreal and then to Halifax was not listed. I confirmed my flight number for my London – Montreal flight only to see that it was listed going to Ottawa not Montreal. I called into the call center to find out what was going on with my flight.

An hour later a gentlemen answers. I gave him my booking information and he looks up my flight. He explains to me that the flight will make a stop in Ottawa before going onto Montreal. As I have said I fly Air Canada allot and have never saw this type of connection before. I explained that on my reservation there is no mention (that I saw) of a stopover in Ottawa. I also mention that on the website it is not clearly indicated that this was a stopover flight. I asked him to please look at my past bookings and see I normally go through Toronto. So this was new for me and something I was clearly unaware of or I would have booked myself on a different flight.

Though-out this call he was emotionless and showed no concern for the situation. I explained that I had just had medical procedure a week past and was about to go for anther medical procedure this Friday. I also mentioned that on the flight from Ottawa to London the previous day, I had to make repeated trips to the bathroom as I was nauseous. I was not sure if it was because of the plane being so small and being on that long of a flight. Or if it was because I was still having medical issues. But if there was anything he could do to help. I wanted to try and take a flight which left 50 minutes after my current flight and went through Toronto. I was very concerned that I would have issues on this flight.

He came back and told me that it would cost almost $400 to change to the next flight. My exact words were “Are you Kidding me” It would cost more for me to change my flight to the next flight then to buy a whole new ticket. I again explained that clearly the stopover was not listed on my ticket or the website. He said again it would be almost $400.00 to change. I then asked to speak to a supervisor. Before he could answer I said “let me guess there is no one around” he said “yes that is correct there is no supervisors” then I was hung up on.

I decided to go to the airport in person and try to plead my case rather than call back and wait another 60 minutes on hold. I had documents showing I just had a medical procedure and was about to go back again on Friday to have another medical procedure done. I had my ticket and print out of the online schedule showing it was not clearly indicated that there was a stopover. I was hoping that in person some type of customer service would be achieved.

I went to the desk and spoke with “Chrissy” it was 3:45 Pm. My scheduled flight left at 5:05 pm. I explained everything to “Chrissy” She seemed sympatric and was willing to help me. I explained I had no issues paying a fee as long as it was within reason. “Chrissy” seemed new on the computer system and was having issues making the change. So she called her colleague over to help. The colleague said to make the change and said there would be a $75.00 same day change fee. I agreed to pay that. “Chrissy” still could not get the change to work after almost 30 minutes and had to ask anther one of her colleagues over to help her. The next colleague worked her magic and got my luggage tagged and ready to be loaded. I paid for my extra bag. Had my tickets sitting there and had my credit card out to pay the $75.00 fee, which I was told that is what the change fee would cost and again I agreed to pay that fee.

“Chrissy” put her hand out to take my card and said “Ok it will be $150 for the same day change fee” I was shocked! I said “wait, you told me it was $75.00” the other colleague responded with “sorry it will be $150.00 and there is nothing we can do to change that” I obviously objected to this cost as I was told $75.00. Again I was told nothing could be done. I said “ok well I guess I will have to go on my scheduled flight. I did not have enough funds on my credit card to cover that cost. I was then told “sorry that flight is now closed” I asked what am I supposed to do now? I was told “pay the $150.00 or they would have to reschedule me for another day. I tried to explain that I had no place to stay in London and it would still cost me more than $150 to reschedule for a different day. I was then told that I should not have changed my flight in the first place.

“Chrissy’s” colleague told her she would have to speak to “Brad” the manger on duty. As “Chrissy” walked away I mentioned I felt very bad that this has taken this long and has come to this. The colleague said “well, it is her fault and she could get into trouble” I said “Oh I hope not because she has been very helpful” I waited about 3 minutes until “Chrissy” came back. The first thing I said to her was “I really hope you did not get into trouble” “Chrissy’s” said nothing and it was clear that her attitude had changed from helpful to annoyed.

“Chrissy informed me that there is nothing they can do. I had to pay the $150.00 or they would have to reschedule me on a different day with extra cost. I then asked about one of my bags that had already gone though. She snapped back “oh we can get that back, now how would you like to pay” I explained again that I did not have enough money to cover that cost. That if I had of known it would be that much I would have not have agreed to the change. “Chrissy” said “well you did not want to make a stopover” I clarified that it was not that I did not want to make a stop. It was that 1) I felt I was not informed that there was a stopover when booking because if I was I would have chosen a different flight. 2) I was worried that I would be sick like I was the day before on that same flight. I got no response or show of any type of sympathy.

I asked to speak to “Brad” I was informed he was busy on a phone call. I said I would wait. “Chrissy” clearly upset walked back to get “brad” she came back out and told me that he would be out in a minute. She then promptly looked away from me and from this point on made no eye contact or spoke to me again.

Brad came out a short time later to speak with me. He did not introduce himself or say hello, the first thing Brad said to me was “There is nothing we can do. You other pay the $150 or we have to reschedule you on a different day” I tried to explain what has happened. Plus the fact that I was here on time and was told it would only be a $75.00 change fee charge. At that point Chrissy spoke up and said that I told her it would be $75.00 which is a very untrue statement. I also made it very clear that she was the one who told me the cost and I agreed to that price. Before I could finish Brad interrupted me and said “other pay the $150 or we have to reschedule you on a different day. Your other flight has closed and this one is about to close so you will miss this one as well. Those are your options” I said “so basically your blackmailing me into other paying what you say or I am stuck in London with no place to stay or a way to get home? Not to mention it will not only cost me a change fee, but a difference in fare fee plus a hotel cost for the night?” He said nothing, but did take a deep breath to indicate to me that he was annoyed.

I had no option but to pay the $150 or I would have missed this flight as well. I passed my credit card to Chrissy and said “you do know this is not right? If you had of known how to use the system or knew the correct information so I could have made a decision based on the correct information this would never have happened” She smiled and said nothing to me. I again said “I was here more than enough time to make my scheduled flight. I only agreed to change my flight based on the information you gave me that it would be $75.00 not $150.00. I would never have agreed to pay that much to change this flight. How is this fair to me?” Again she said nothing to me and she did not even look at me. Once my payment went though, Chrissy nodding to Brad and they both walked away from me. As they walked away, I requested that I get both their names.

When Chrissy and Brad came out Chrissy would not even look or deal with me. She handed my receipt to Brad and he walked over and passed me my receipt. I looked at the receipt and pointed out that it said I was a “frequent traveler” how could he treat customers like this? Blackmailing them into paying fees they never agreed to? I was not even correctly informed? He smiled and in the softest voice I have ever heard said “sorry” I snapped back “no you’re not” he turned and walked away without saying a word to me. I watched as Chrissy and Brad walked into the backroom. Not once looking back.

Once in the lounge waiting to board my flight, it showed that my flight was delayed. I went to the desk where Chrissy and her colleague were sitting. I walked towards Chrissy who quickly looked away and made it clear she did not want to deal with me. I went to her colleague and asked if I was going to miss my connection. I was told I would be fine. This is without even looking at my ticket or asking where my connection was going to. An hour later when the flight showed it would now be 1 hour and 25 minutes late I went up again without Chrissy being there. The lady was very friendly and said “oh we need to put you on the 7 Pm flight to make your connection, you would have missed your connection otherwise.

I am sadden and shocked at what Air Canada customer service has become. To blackmail and force its customers to pay outrages change fees like what I had to pay. I only wanted to go on a flight that was leaving 50 minutes after the scheduled flight. I asked and was told it could be done for $75.00 I agreed to that. Then once it was too late for me to keep my scheduled flight I had no options but to pay what they asked me to pay. No understanding, no sympathy and no accountability for the fact that if Chrissy was properly trained on how to work the computer system or the proper information to give the customers, none of this would have happened.

Now I am left with a $150.00 debit on my credit card and to be honest no reason to fly Air Canada again. Then once I was able to process what has happened. I called Air Canada customer service line. I waited my hour long hold only to be told there is nothing they can do. I would have to email support and wait for a response.

I truly hope this is an isolated incident and that Air Canada still has high standards when dealing with customers. That this situation will be resolved and will never happen to another person again.

I arrived at the airport and tried to print my boarding pass without success. They bumped me from my flight and gave my seat away to someone else.

I was sent to stand in line for 2 hours, told a bunch of excuses and then finally put on a flight 4 hours later.
Among the garbage they told me.
- "You should have obtained your boarding pass online". I couldn't the online system was down.
- "You should have come to the airport earlier" - I was there 1 1/2 hours early. If you didn't give my seat away I wouldn't have to wait in line for 2 hours. Its a 50 min flight. Security takes 5 minutes and boarding takes 10 min. Why do you think I need to arrive more than 1 1/2 hours early for a flight.

I paid you in full for a seat. You oversold the flight. That is your issue, not mine. Stop making your poor management my problem.