Air Canada Sucks

June 29, 2005 · 141 comments

in Reviews

Seriously what a crappy experience I had on the return trip from New Orleans to Toronto. Our flight was at 1:20 pm, we got there at around 11 just to be safe. Made it through security with no problem, got some food and waited around until about 12:30 when our plane landed.

The woman from air Canada said we would start boarding around 1pm…1pm came and no dice. Then she gave a vague announcement about some maintenance issue that they were taking care of, and how they needed some part. Well 30 minutes later they called all the airlines, had the part and now just needed some paperwork signed. At about 2pm we board the plane…it is Louisiana, and it is hot…so the plane is hot. Also this is a small plane, 2 isles with 2 seats per side. Maybe 20 rows. 40 people tops.

Well after an hr on the plane we kept hearing that it is almost fixed. 30 minutes later we hear this again. After this the stewardess comes on with a passanger, some Air Canada Elite and he says somethine to her, they start going at it. Yelling… sir I will have you detained if you threaten me…blah blah blah, passenger numbwer 2 joins in… and the yelling continues. Finally that ends and we sit about another hour…

The plane finally takes off, no movies, music and one bathroom for 40 passengers who have been sitting in a plane for 2 hrs. It was terrible.

When you think it could not get any worse we end the flight with a sweet 1, 2, 3 pint landing that felt like the plane was going to snap, and then 20 more minutes waiting for the bus to take us to the proper terminal. It was terrible.

{ 4 trackbacks }

The Funk Stop
10.24.06 at 1:15 pm
Time to Rant. » werty dot net 4.0
12.01.06 at 3:24 pm
Oh Canada? » werty dot net 4.0
03.03.07 at 3:41 am
Airportman: Air travel with an infant and why Air Canada sucks |
01.04.08 at 6:54 am

{ 137 comments… read them below or add one }

1 Anonymous 08.11.05 at 12:14 pm

Everything about AirCanada can bite my ass !!!! West Jet, when can you take over?

2 Anonymous 09.15.05 at 9:44 pm

Air Canada really sucks. I just saw last night at Calgary Airport, the Air Canada staff screamed at two customers and one of them is a girl finally got crying out. You know what is even worse? the staff screamed was even a manager from Air Canada!!!!

3 Richard Murray 03.12.06 at 10:15 pm

Last fall the company made a mistake and put me on Air Canada instead of my usual carrier WestJet up to Fort McMurray.

We flew through some rain. Opened my luggage at the hotel. It was totally wet. Their Bombardier RJ's leak.

Don't fly on a RJ with Air Canada if it looks like rain.

Oh yes, as a precaution, take a packet of foam earplugs with you when flying north in BC or Alberta. Without warning AC will cancel the jet and cram you into a beat old Dash 8.

Plan for an extra 30 minutes on top of 30 minutes of jet time. Your trip will basically be double in time, you need ear plugs and have to shout to be heard, and they are cramped hard seats.

4 Gus 04.11.06 at 11:04 pm

I was called a "fucking asshole" by an air canada flight attendant once on a flight from London, England to Toronto.
To file a complaint with customer resolution is a complete waste of time and they did not even mention the incident. All that department tryes to do is intimidate passengers.
I will never, ever travel AC again.

5 Mick 04.24.06 at 5:05 pm

As a veteren travel agent I pride myself on arranging great holidays, business trips ect. Air Canada does not make this possible with their low levels of service and miserable staff. I will always tell people your flights will be the worste part of your trip, try to look at the bright side….. it's better than horse and buggy, train and a steamer across the pond, better but not by much!

6 John 05.05.06 at 2:23 pm

Absolutely, Mick! As another veteran travel agent, I NEVER… repeat NEVER suggest Air Canada to anyone requesting Business Class or
"a comfortable, pleasant flight". Working in
a near monopoly here in Halifax, I have managed to switch the vast majority of my "big bucks" clients onto British Airways or Air France. They are thrilled and now willingly request the connections via Montreal or NYC to get REAL service in real Business class cabins. I have even had many referrals from their business associates who ask WHY on earth their own agents had "saved" them the agony years ago…
Do I loathe Air Canada…? Do I wish they would just go bankrupt and spare us ALL the agony and international embarrassment?
Question: Is it just me or can everyone else spot the merged former Canadian Airlines staff a mile away? No? Easy… They are the only pleasant ones…

7 etta 07.11.06 at 7:57 am

what can I say, air Canada should not be allowed to run by the present management. I flew return from London UK to Edmonton. They charged me £300 more than the price quoted online when I booked over the phone, and when I tried to explain that I needed to fly the next day to see an elderly father in the hospital ( who subsequently passed away) they insisted that unless I pay by credit card there was no way they owuld hold the ticket for me until 5am the following morning ( a mere 18 hours) which was when I was flying. The guy actually said they may suddenly get a customer who wants a blcok of 20 tickets! So that afternoon I had to travel 1 hour to pick up the ticket at the airport and to pay for it ( lost my credit cards and wallet frew days before and air Canada would not take debit card )

when I got there, the counter staff told me I had to purchase a business class ticket because all the seats were sold. Yet when I did get on the plane, there were at least 6 or 7 rows of empty seats at economy

Meanwhile, for reasons I couldn't fathom, air canada changed my connecting flight from Toronto to Edmonton, which meant I had to queue in line all over again, at Toronto airport to get my baggages retagged and to get a new boarding pass. They had ONE person at the counter dealing at a queue of at least 20, and this woman was unable to answer any questions because she hadn't even bothered to update herself on the flight situations. She actually gave me the wrong flight time, arrival time and flight information! On top of that, she couldn't print the new tickets because none of the 7 computers at the air Canada desk actually works properly. Eventually, after an inteminable wait of 20 minuts another woman showed up, and she couldn't get the machines to print either. Finally after trying all the machines again and agian, they managed to find one that can only print boarding pass, and another that can only print baggage tags. You'd think this was the third world.

After that,which took over 40 minutes when it should only have taken 3 minutes, I went upstairs to the normal air canada check in counter, because I was having difficulties using the payphones to reach the people who were picking me up in Edmonton to let them know that I was on a later flight. You'd think since it was air canada that changed my flight they'd give me a little assistance. Instead before I could even finish my statement to customer service people, I was shunted aside, and when I asked to see the manager, the woman manager was even more condescending. She actually took a $2 coin from her pocket and threw it at me, telling me to make my own calls as they were busy. One of the girls who worked with air canada assisting the people at the queue saw the whole scene and was so appalled she told me that the staff on duty that day were particulalry bad and lent me her cell phone because what she saw really was unmentionably disgusting.

The return journey was worse. Having made me pay an extra £80 to prebook a seat,this time on hospitality class whatever that is, and I specifically asked for an aisle seat, they gave me a window seat for both stretches of the journey.

The self service check in didnt' work for my ticket, and I was shunted from counter to counter only to encounter sucessively more dismissive unhelpful staff. Whatever happened to 'customer serivce?

Finally a nice air canada personnel asked if I needed help, and when I explained that my reference number didn't work on the machines, she said with a wry smile, they don't and added' since air canada introduced those self check in machines, the airline actually recruited additional staff!' She explained that it took more man power to work with those machines that were meant to be labor saving.

Surly staff seem to be a air canada feature. The woman at the boarding counter As I came to expecT was also pretty rude and dismissive wehn I waited my turn to ask questions about the flight delay. She was alone, SOLE STAFF at gate 49, and was simultaneously trying to sort out the flight to Calgary which was delayed, and board two other planes, one to saskatoon and one to winnipeg – ALSO AT GATE 49. This puts a new meaning to SKELETON STAFF@!

My 5pm flight to Calgary was delayed and delayed again so they could board also those passengers that were meant for the 6pm flight onto the same flight. mYE A FEW OTHER PASSENGERS WERE quie anxious as there was real danger that we woulnd't make our connection to London.

They kept announcing that they would give us further info about the connections the delay created, before we board, after we boarded and the pilots assured us he was on the case but after the initial promises, we heard nothing again.

What was truly amazing was how unprofessional the air hostess was. She was the only flight staff and was so busy chatting with another air hostess ( flying as a passenger, not on duty although she was in uniform) she spent most of the flight time bending over and giggling next to the other air hostesses' seat.

Finally we landed in Calgary a,d I had 3 minutes to run to catch my conencting flight to London.

Back in London, wouldn't you know it, my luggage weren't there. It transpired they never even went to Calgary. The bags were sent on another flight to Toronto, to make room for the 6pm passanger,s which led me to think what the point was for me to check in 2 hours before departure, when all those who checked in late got their luggage with them.

and there were quite a few passengers who were missing one piece of their several pieces of luggage.

So here I am typing this thing because the luggage was supposed to be delivered to my home before 11 am, and it is now 2:10, and no sign of it nor any communications. Wasting my time waiting when I should be at work.

would I fly air canada again? unlikely but I may have to because my family lives in Edmonton and the charters only opereates in the summer months. Air canada has a virtual monopoly.

A good friend of mine works for hte multinatioanl Hong Kong company that owns air canada. From what she said , current standard of service and attitude and imcompetence that defines air canada pretty well runs throughout the organisation. the top guy hires sycophants who are generally incompetent, and these in turn recruit in their own image and they all cover up for each other which is the chinese way ( and I'm chinese by the way)

I wish the Canadian government would do something to take control of what is a national airline out of the hands of these people who should NOT be running something that vital.

8 Lindsay 09.07.06 at 10:08 am

I am SO boycotting Air Canada!!!

I just had a flight with them last week and they conveniently lost a bunch of people's luggage (including mine!!). It has now been almost a week and still no sign of my luggage and all they keep telling me is, "we have no idea where your baggage is so you'll just have to keep waiting".

Air Canada is COMPLETELY USELESS and I am NEVER flying with this pathetic excuse for an airline again.

9 Husband 09.14.06 at 2:47 pm

My wife is an Air Canada flight attendant. When the company restructured she took a 20% pay cut and an increased workload of about 10-15%. Later that year AC paid Celine Dion a couple of million bucks to model a new uniform while my wife gets memos from managers about not throwing out the extra swizzle sticks at the end of a flight to save money.

She, like most flight attendants, is embarrassed by the quality of the service in-flight.

What surprises me about these comments is that people like to blame the staff at Air Canada but no one seems to criticize the management. "Customer service" is a non-issue for management, they simply don't care and don't give a damn about keeping the employees happy.

My favourite example – my wife was working at the airport when a retired attendant with 40+ years of service came in to drop off her manuals a couple of months after retiring. She had received no call or letter from management to thank her for her years of service. Not a word. She thought AC would want the manuals since they contained detailed information about aircraft and flight safety and security protocols.

Nothing in the corporate structure encourages good quality customer service. So the next time you want to complain about service keep in mind that most FAs have the same low opinion of the airline and you really shouldn’t blame them for the company’s shortcomings.

10 Aaron 10.13.06 at 7:47 pm

Air Canada delayed our flight to halifax by 3.5 hours because they didnt have a crew scheduled to fly the hard-seated A319 from ottawa.

They are officially boycotted. Management sucks, staff are improperly trained for customer service, but the are actually quite good hearted imo.

Too much money, to little in return.

11 Ernesto 10.20.06 at 4:30 pm

Thank you so much for this site! After reading thru the comments…it just made me feel better after the horrendous treatment we had with Air Canada…I vowed never to fly again with them!!!

I hope there will be more competition…WestJet, way to go!

12 Hester 11.10.06 at 6:37 pm

Air Canada is the scum of the earth!

I'm a nervous flyer, and going through airport terminals is torture for me, let alone getting on the plane. The Air Canada agent at the check-in desk was so vicious to me about a slightly overweight bag (I only had one, when I'm allowed two) that she reduced me to a crying, shaking, hyperventilating mess [despite the fact that I was on anti-anxiety meds for the flight]. She never smiled once from the moment I approached the desk. She was cold, abrupt, rude, refused to listen to me, and started to shout at me and threaten me. Evil filth! Why on earth would a company hire someone like that to be their front-line contact with their customers?

The airport security people were much nicer to me when they saw I was upset, but absolutely no one from Air Canada apologized for the abusive treatment I received at check-in. In fact, although I was still crying and visibly shaking when I boarded the plane, the cabin crew simply ignored my distress, and not one of them asked if I were okay or if they could do anything to help.

And when I got to my destination, I discovered that my one slightly overweight bag had been handled so roughly that it had a large tear in it, making it totally unusable in future. Uh… coincidence? Unlikely!

I'm definitely going to fly West Jet from now on.

Besides, West Jet's maximum weight per each piece of checked baggage is 70 lbs, compared to Air Canada's paltry 50 lbs.

13 Zack 12.28.06 at 6:24 pm

Air Canada robs the canadian public of our hard earned money and then requires subsidies from the government to stay operational?

Recently booked a charter flight from Toronto to PV Mexico. Cost 550$ (reasonable!) Non-stop.

Problem is I don't live in TO. It's a 2 hour flight from New Brunswick, which cost me 690$ on Air Canada. I would happily choose another carrier but westjet only flies out of one city and is always booked. You need to book minimum 6 mnths in advance.
I simply can't believe that the cost of travel in our country is that high.
Canadians should take a stance and fight back. Considering the amount of subsidies that corporation already gets from us.

14 Bernie 01.02.07 at 10:56 am

My daughter booked her flight home & return 3 months in advance, $1,400.
On the return, when she checked in at Toronto airport, all she got was a standby boarding pass for the first leg. At baggage check-in, she was told the flight had been oversold, and would get seat selection at the gate.
At the gate, it came to light that if you did not elect to pay the extra $15 per leg (in my daughter's case, this means an extra $60) to select a seat, you are considered a standby passenger. Of course, Air Canada does not advise you of this when you are buying the ticket.
To add insult to injury, after waiting an hour for her baggage to be returned, she was sent to another baggage area, where she was advised she would have to wait another 2 1/2 hours. When she started to question the agent (whose abilities in english were lacking, and had a heavy accent)for details, and the reason, he started yelling and ranting at her.
It would have been cheaper to fly Westjet and Air North, but she paid $100 more becuase of better times and connections on Air Canada.
But it won't be a problem from now on. It's her last flight on Air Canada.

15 Dale 01.03.07 at 2:37 am

My first experience with Air Canada was on a return flight from California. I had got there in plenty of time to check in for the return flight and waited patiently in line but a lady at the back just decided to bypass everyone saying, :"the hell with this… I'm not waiting in line again!"… not the airlines fault. People in line harshly vocalized there dislike and the woman paid no heed and I felt soooo sorry for the young female ticket agent. She looked at me as if to say sorry and I just shrugged… ahhh… whatcha gonna do and waved her to go ahead and take care of her. Now my turn!… at that point a group of little Asian family members scuttled up to the counter and the counter agent motioned for them to wait and pointed to the back of the line because they obviously spoke no English. They just looked at her very confused and put there tickets on the counter for her to see. She looked at them and said, "OH MY GOD!". She got on the phone, made a call and asked "if the plane was still there"…… it was! She looked at the little woman there and said, "RUN!"… but since they understood no English she did arm and hand motions for running and the little family of 4 took off. Now you're asking yourself, so what was wrong with the flight then? Well… after the incidents were over she looked at me apologized for the delay, thanked me profusely and I said "No problem… I would not want your job at this point in time after seeing all that just happened and seeing are incredibly well you handled everything!" She looks at me and says, "How would you like to sit in Business Class?" I said, "Cool, that'd be great!", afterall, it was a College Break vacation and I would not have ever been able to afford it, so she did! I was very pleased with myself for being patient and courteous and she rewarded me with the upgrade! I go then to business class, sit down, and this middleaged female attendant comes to me and asks, "Are you Mr. *********", and I said "yes". She stands straight up and yells across the entire fully seated business class section to a male attendant on the other side, "HEY TOM!, THERE IS A SPECIAL MEAL TRAY FOR MR.********* IN THE ECONOMY CLASS SECTION FOR HIM! HE WAS BUMPED UP FOR SOME REASON!". I was mortified… thus be the result of my good deed from the flight attendant.
Second AC experience was upon flying back from Chicago. I had accepted a summer job offer from a friend I had not seen in a long while and took it for my summer job. After experiencing health problems and changing my return time 3 times because of the health problems… hoping beyond hope that i might be able to get something done down there… receiving questions and grief from the AC ticket agent/agents about changing the return flight repeatedly, then coming back in a wheelchair, pushed by an AC personell I waited in the waiting area for my pick up. At this point I must say I was literally on the verge of tears because I had lost the use of my legs and not knowing why! Now, there is standing over me a large ethnic man glaring down at me and saying, "You're supposed to TIP me now!", and stuck his hand out! I threw $5 into his hand just so he would leave me. As he walked away a man that was waiting there saw this and shook his head and turned to ask me "do you need any help with anything?". I said no and thanked him but then it donned on me… a perfect stranger asked if i needed any help while the Air Canada airport attendant pocketed $5 and walked away! As a result, I have never used Air Canada again… whether it be the reconstructed Hong Kong business philosophy, the inneffeciency of the airline in general… complacency of the staff, the outcome is the same! Now I always seek alternative airlines and make a comparison of what I am willing to sacrafice if neccessary!

16 Steven 01.07.07 at 8:36 pm

This was the worst trip of my life …..thanks for nothing Air`Canada. That sounded like a bit of a thespian tangent but to be honest when I left Calgary for a flight that was over five hours late due to " mechanical problems", I thought that would be the worst of it. But the worst of it was they lost my luggage on the way back. O and not just mine, over tweenty other peoples on that same flight. The excuse, "well there was to much luggage loaded on the plane so some of it had to be left back in Winnipeg".

"Holy Balls," that is the stupidest thing anyone has ever said to me. Air Canada has lost a passanger for life!

17 Brendan 01.08.07 at 2:31 am

I must have been on the exact same flight as Steve!

It all began when I left Calgary and my flight was delayed for 4 hours because of "Mechanical Difficulties". I can understand that delays happen and usually I'm fine with it, but 4 hours seemed a little excessive.

The next issue was that once I got to the check-in couter the lady there informed me that the weight restriction was 50lbs. I found this pretty astonishing shince WestJets is 70lbs. I can't even pack one of my suitcases 3/4 full of just clothes without exceeding 50lbs! But anyways, luckily I had packed a spare bag for such an occasion. So I shuffled my stuff around and got on the flight to Winnipeg.

So I figured that the worst was over, but little did I know that was just the beginning. Once I arrived back in Calgary I went to the baggage carousel. We waited there for roughly an hour before the carousel finally stopped. There were still a number of us without our luggage and by the looks of our surroundings (there were piles of unclaimed luggage strew around the airport) I started to think that something was up. Anyways, so I got in line to claim lost luggage. The man that helped me was actually very friendly and helpful (although also noticebly frustrated with the situation as well). I asked him what it was all about and he said that for the past 4 months quite frequently the airplane would not be able to fit all the luggage on. So what they'd do is at the end of the day they would load all the leftovers on a truck and ship it out to Calgary. This is all bevcause now Air Canada is using the small Jazz planes to fly this route. I found this absolutely ridiculous how this could be happening consistently for this long! I mean they dont' even alert you to the possibility that you might not receive your luggage for another 2-3 days! I'm just lucky that I didn't urgently need the luggage. I can't imagine if someone had medication or something that they needed and all of a sudden wouldn't have it.

Anyways, so that where I'm at. Still don't have my luggage, and I'm hoping I get it soon! Does anyone know who might be a good person to contact regarding complaints about these issue?

18 Werty 01.08.07 at 2:41 am

In Canada or U.S.:
Air Canada – Customer Solutions
PO Box 64239,
5512 4th Street, NW
Calgary, AB, Canada
T2K 6J0

19 Brendan 01.08.07 at 3:20 am

Much Appreciated!!!

Love the site too!

20 mg 01.08.07 at 4:20 pm

I flew Air Cabda from NYC JFK to Calgary and then on to Prince George BC via Vancouver on Jan 1 2007.

It will be the last flight I book with them.

They lost and damaged a brand new pair of skis and refuse to take responsibility for this. I have been treated like a criminal by everyone I have talked to since this occured.

I can only hope bankruptcy or an open market will change them because as a monopoly they have nothing but their own interests in mind at the expense of every customer that flies with them.

21 Jeff Dalton 01.09.07 at 3:32 pm

RE: Travel in December and January to and from Rome from Dallas, via Toronto.

I ordered tickets in July for myself and my wife and infant son to fly to Rome.

We hate the big US airlines and hoped AC would be better. What a mistake.


1) I ordered tickets online and they mailed me an itinerary only, no paper tickets. I assumed I had e-tickets and that we'd be taken care of at check in in Dallas. No such luck. The check in people informed me I had to have paper tickets for my son. In Dallas, they just put us on the plane to Toronto and said we should go to the main ticket counter there. Someone would call ahead and explain and tickets would be waiting for us, we were told.

2) We arrive in Toronto and go to the ticket desk and wait 3 hours in line. 3 hours. Thank God we had a long layover before the Rome leg of the flight. Nobody has heard anything about our predicament, so I had to explain everything again. They tell me I have "lost my tickets" and have to pay a fee for new ones. I explain they were never mailed. Nobody believes me. So I have to be a complete ass in public to get any action. Finally, after about 30 minutes, I get a higher up manager to agree to issue us paper tickets without the fee. It was a fight, however.

3) We enjoy Rome, but get to Leonardo da Vinci on the day stated on our itinerary for our return flight and are told that the flight DOES NOT EXIST. In thier system, we are recorded as no-shows for the previous day. Infuriating. I had checked my email throughout the trip and never recieved a note about the flight change. And in fact I called their customer service that morning to confirm the flight and was told it was on time, set to go, etc. This was about 5 hours before the departure time listed on my itinerary.

After some work with a VERY unhelpful Lufthansa ticket agent (I actually had to remind her that Air Canada and Lufthansa are in Star Alliance together before she would offer to help me – AC had no ticket counter) it was determined that the lady back in Toronto had in fact changed our return tickets for one day earlier. SHE NEVER SAID ANYTHING ABOUT THIS IN TORONTO!!! She had worked directly from our original itinerary, handed me the paper tickets and said "you are good to go." Unfortunately I had believed her.

4) Air Canada, once the Lufthansa lady agreed to help contact them, informed me that they could no do anything. As far as they were concerned, we had missed our flight and they "might" be able to get us on a later flight, several days later. Impossible, I argued, as we had no place to stay and my wife had to be at work in two days. They made ZERO APOLOGIES, made NO OFFER TO GET US A HOTEL IN ROME. Zilch.

So, once again I was forced to do my best pissed off customer impression and be a complete ass in public, yelling into the phone at the Air Canada person to pick up the ball and find a solution. After some minutes, she relented and said she would find a solution.

5) So we end up getting a flight to Frankfurt on Lufthansa and then on to Toronto, where we will have to spend the night. We are told in Rome that the Air Canada people in Toronto will be ready for us with a hotel voucher, etc. Of course I doubt this seriously, and I'm right. When we finally do get to Toronto after a terrible flight on a stinky old AC crate, once again, NOBODY HAS HEARD ANYTHING ABOUT OUR PROBLEM, NO RECORD IN A CUSTOMER ACCOUNT DATABASE, NOTHING. So for the umpteenth time I have explain the whole situation from scratch to an AC agent to get her to give me a voucher.

She tells me it's for the Sheraton Four Points just outside the airport. We get to the hotel and its like 12:30am, and we are beat. And the hotel tells us they won't accept our voucher. I had to spring $200 for the hotel and some room service and I was informed by the front desk of the hotel that AC would definitely not reimburse me. I was so tired of AC at this point that I'd have paid much more for a room just to get some decompression.

6) Finally, as if this were not enough, this horrific airline also lost our baby stroller. It wasn't that expensive, and I hold out no hope of a reimbursement. It's just the icing on the cake.

We are glad to be home and will NEVER EVER be using Air Canada ever again. I'll also be telling several colleagues who are business travellers and who also oversee the travel of their sales force all about this, as well as anyone else who will listen.

What was most depressing about this entire affair was a near total unwillingness on the part of AC to ever admit they had made a mistake, and the hoops they made me jump through before they would budge and do anything. Clearly, if you do not become irate and demanding with this company, they won't offer to take care of you.

22 Dale 01.10.07 at 12:27 pm

Ok Jeff Dalton… you win first prize for AC stories in my book! Oiiii!!!

23 Al 02.14.07 at 9:31 pm

The bastards run the airline on their own schedule and at their own convenience. They don't give a flying crap about their customers.
We seriously need some competition in this country. Call or write your member of parliament

24 Amir Friedman 02.15.07 at 1:38 pm

I flew them a few years ago from Vancouver to Montreal. Worst first class service I have ever had. They wouldnt allow me to have a second meal. Seats were old and worn out. Possibly the worst first class service in the world. I have flown better in British Airways economy class. Down with this airline, thank god Westjet is taking over the Canadian airline industry; atleast they know that a paying customer deserves respect and a pleasant flight.

25 Kate Carter 02.18.07 at 7:52 am

Out of 7 flights with AC, they've managed to lose our luggage 7 times. Today, we are boarding a ship, going on a cruise without our luggage. Has anyone ever thought of a class action law suit?

26 Randy 03.11.07 at 12:16 pm

Why we won't fly with Air Canada-it sucks. After a discouraging trip that we had planned to Miami we simply flew to Toronto and turned back. We sat in Calgary for over 1.5 hours waiting for de-icing and the de-icing truck was in plain view the whole time. The captain's response was they're busy on the other side-no one to run this truck-they were servicing West Jet.
Since we left late we missed our flight to Miami and subsequently the conference that started early the next morning. That cost us over $1000 US loss. Air Canada offered a flight out the next day that would have arrived mid day and by the time we would have reached the conference centre it would be over anyway. We tried to retrieve our luggage from Air Canada to return to Calgary as an Air Canada employee in lost and found said it will take a couple of hours to get it out of the customs clearing area to return to Calgary. He has been with Air Canada for 26 years and he said its never been worse than this for moral and service-I agree.
Our previous attempt to use Air Canada was a joke too as the international connections were booked too tight and we missed our flight out of LA. To make matters worse my wife's medication was on the checked bags as per the new rules. She cannot handle the pain of her disease without the meds. That fiasco made us stay overnight in LA and wait for 6 hours to get our luggage.
One thing we were told in LA by Air Canada is that a minimum of 2 hours is required for international connections.
On this past flight to Miami with connections in Toronto the automatic flight scheduler left only 1.5 hours. Then when we went to the Air Canada desk in Toronto they insisted that Air Canada's policy is only 1 hour and 10 minutes for clearing customs on international flights. Who's lying??
Very poor online service resulted in a loss of $1000 US for the conference that is held once a year. The Welcome Aboard Pass cost over $1600- that's gone. We're offered two vouchers for $200 as compensation. Big deal. I asked for a credit for the amount of the Welcome Aboard Pass and didn't even press for compensation for the missed conference.
Air Canada's service is getting worse.
Do not use Air Canada-the best thing that could have happened to Air Canada was to have folded up business. Be warned you are treated like a criminal and will not be able to speak to anyone about any of your troubles. They offer a fax number and email. What a joke-your inquiry is probably sent to a third world nations' call centre (if it goes anywhere at all). From there its the party line-we're not responsible for anything. So sorry you chose to fly with Air Canada. Please fly again-yeah right. Beware Air Canada. It Sucks.

27 Fred 03.13.07 at 4:00 pm

…this is a letter of complaint i wrote recently….looking at blog posts and articles written,I'm not alone in frustration…

My partner and I recently used Air Canada on our trip from Toronto to Zurich (via Frankfurt on #872 outbound/#873 inbound) on Feb 16-26, 2007. We experienced major inconveniences on our outbound and inbound trip.
The first problem we had was when we checked in. I know how busy Air Canada flights can be so I made sure to pre booked our seats. Unfortunately, I guess Air Canada changed planes so we were bumped from our pre-booked seats and made to sit apart. We tried to ask other people to switch seats but there were no single travelllers willing to change. My partner is uncomfortable flying so you can imagine the inconvenience of an 8 hour flight alone.
My baggage was delayed on the return flight. After wating 2.5 hours for my bags, I was asked to fill out a delayed baggage report. I called the next day, 2 days later, 3 days later, 4 days later, and 5 days later and was told by your toll free number that my baggage was still delayed and waiting to clear customs. When I asked if I could speak to somebody in Toronto to find out what the delay was, I was told that there was no number to call, that the toll free office was actually in India, and that it would be easier if I went to the airport myself to pick up the baggage. At no time in the 5 days that I was waiting for my luggage was I contacted by Air Canada to assure me that my delayed baggage was in any way a priority. I returned to the airport after 5 days of waiting on March 3rd, and after sorting through hundreds of bags, I was able to finally get my baggage. I have no idea how much longer I would have had to wait if I hadn't gone myself.
I feel I deserve an apology and financial retribution for the time and extra money I have spent for these inconveniences. I had to pay for at least 4 hours of extra parking ($24) because of the delay in my luggage. I also had to take 4 hours out of a Saturday to drive to the airport to pick up baggage that I was promised to have personally delivered. I also had important items, like contact lenses and clothes, that I had to buy replacements for.
I would appreciate it if I could be contacted so that I can receive an explanation and repayment for what I feel were circumstances that were beyond my control, and in my opinion could have been handled in a much more professional and curteous manner. From speaking to the the dozens of people who also experience delayed luggage, I don't feel like I'm alone in my frustration. In fact, the article written by ctv in January (see link below) echoes the same frustrations.

28 Dale 03.20.07 at 10:56 pm

I would like to see some comments from employees of AC just to see how and why the ailine has sunk so far down…. from what it used to be!

29 ihateaircanada 04.03.07 at 12:51 pm

I saved Air Canada aeroplan miles for 15 years then I went to cash them in and they told me they were ALL expired! I hate AirCanada and I will NEVER fly with them again.

30 FTA Files 04.03.07 at 12:52 pm

They told me that my Aeroplan account was empty and that all my miles expired even though i see commercials on the TV everyday about how their miles Don't expire.

31 Techstop 05.23.07 at 2:53 am

As an emplyee of AC, I am truly embarassed to be associated with such an imcompetent and amateur first line operation.
Staff shortages, mediocre service and arrogant attitudes are a direct result of AC upper management patting themselves on the back for completing artifical objectives and treating employees as foder.

32 They really suck! 05.25.07 at 12:50 am

I am an elite customer…what a joke. I only travel 1st class on any airline and it's always a nightmare with AC. I recently had about $1500 worth of items taken from my luggage and my $1200 suitcase was distroyed. Nobody would do anything and when you call, you get some helpless but polite person in India, nothing wrong with India but what can they do, besides pass the buck, which seems to be the way this airline operates.

I did everything I could to retrieve my items and even had a jerk at the baggage counter yell at me and point his finger and call me names, he was a total looser! What a disgrace.

They make you write to an office in Montreal for a claim then they don't respond and nobody will return you calls. This is how they treat first class customers that pay full fare. This Airline has a culture is discontent and it really sucked when they took over Canadian. I was a Canadian Ariline Customer and always noticed how rude and grumpy the old hags are that work at air canada, it's painful to fly.

Now they are using these small E90 planes charging the same price when economy on united has more room….it goes on and on. Star alliance should drop them and i could care less about the one million points I have, you can never use them anyway. Unlike most other airlines you can't upgrade with points and they gouge you if the 2 seat per plane are not available.

I hope they go out of business and the Canadian government should in no way whatsoever support this lame company.

Hope you read this Mr Milton you arrogant bastard.

33 T Douek 05.29.07 at 1:19 pm

There’s no point me relating all of my outrageous experiences with AC to you – by the looks of this site, we’re all on the same page and have resolved to never fly with AC ever again – unless we have no choice.

Air Canada, you’re a loathsome entity and I’m looking forward to the day you finally go bankrupt. Canada deserves better and you’re a disgrace to the maple leaf. Canadians, you should know that AC is owned by a Hong Kong billionaire – stop defending this poor excuse for a company and start demanding an end to the tax funded subsidies we are all contributing to that keep this abomination of an airline in business.

Incidentally, I’ve emailed Monte Brower (CEO of AC) on 2 occasions expressing my disgust with his airline – never got a response. Hardly surprising given the company doesn’t have a VP/SVP of customer service and only receives customer service complaints via fax!!!

OK – Rant over….As you must all know, getting anything resembling direct assistance from AC is nearly impossible. However, after a recent experience that just about trumps any of those posted here (can’t be bothered to relate it in detail but suffice to say it involved a cancelled flight followed by an indirect alternative offered 2 days later followed by luggage that was offloaded from my plane before my very eyes followed by a 10 day wait with no information before its final return to me).

Through this experience and after becoming possibly the biggest pest in AC’s history (tying up call center lines and berating any member of staff I could get through to – it made me feel better knowing I was making their day as miserable as their company was making mine (childish, but satisfying!!) – I did make contact with the only half decent AC employee I’ve encountered….her name is Shiela Hakim and her email address is

I suggest you drop Shiela a line if you need to rant/find a resolution to anything. She’ll probably pass your case onto a sour puss named Milena Marchetti in their claims department. Milena typifies AC’s lack of interest in customer care.

Anyway, Shiela was (against all odds!!) helpful and responsive, so give her a whirl if you need some personal contact with someone at AC.

34 Jake 06.23.07 at 1:00 pm

I work for Air Canada, and thay treat there employees like crap. All this company thinks about is money, and not the people who makes the company run.
At this point in time Air Canada is selling most of the departments that make this company work. Other company's that will take over our jobs have no idea how to run an airline.

And the money it goes to the ceo pockets and not to some peoson who needs a good job.

GOOD LUCK TO PEOPLE FLYING AIR CANADA, service will be on a down turn in the near future.

35 Dale 06.26.07 at 11:18 am

Thanks Jake! That is the confirmation that I suspected! The new owner is from Hong Kong I believe… a billionaire and now we know how & why! I recall that area being the birthplace of SARS due to slum lords for the sake of a cash grab… West Jet now is the time to jump up and take control.

36 James Lobban 07.08.07 at 12:58 pm

Canceling everyones aeroplan points as of July 4th seems like a deliberate slap in the face for Americans. Is it time to launch a class action against a company that clearly learnt it's customer service from Joseph Stalin? Who is with me?

37 Robert 08.08.07 at 2:43 pm

I need to get to fort Lauderdale and even though I have a voucher for air canada, I'm taking the train. I do not want that horrible air line ruining my vacation again.

Staff is fine, it's their shitty aircraft, like flying in a cattle car with wings :0

Pardon my french! :)

38 Jimmy 08.17.07 at 1:04 am

Air Canada can go to Hell. They are a disgrace to the world of quality airline service. They should be liquidated. A bunch of old and crusty good for nothings, and that's just the frontline staff! Management is worse

39 bobotata 08.24.07 at 10:45 am

It's not just AC its al of the airlines. They all suck,I am willing to pay more for better SERVICE, I'LL PAY FOR FOOD if it decent. I don't need to be pampered but just treated with human decency.

40 Tom 09.04.07 at 3:23 pm

Flew from Winnipeg to Heathrow in June on AC. It totally sucked. Cramped, exceptionally unfomfortable seats, many overhead lights didn't work, had trouble breathing at one point, crew were miserble. It was gawd-awful. Next time, I'd rather crawl on my hands & knees over broken glass, than fly with Air Canada.

41 robbie 09.24.07 at 2:35 pm

even worse, we made a reservation and watched as the price changed…dependent on whether their was two of us going…one got the cheaper price, but if we tried to book two people, we both were given the higher price.

Waited on line until it dropped, still only one could get the cheaper price…the minute we made the booking the prices firmed up….at the higher of course.

Just bizzare, I mean you should be able to book both people at the same price.

42 robbie 09.24.07 at 2:36 pm

I'll sum it up this way….fly only because you have to.

If you can make other arrangements for vacation, do it. Vacation locally and avoid the flying cattle cars of the sky. They either charge you wayyy to much, or the price is so low they're crowded.

I don't blame them really, it's part of life now…everyone is flying. BUT WHO WANTS TO!

2 hours of flight time equals 1 day of ruined vacation for stress.

43 Barbara Murck 09.27.07 at 4:21 pm

Please, please if anyone knows about a class-action suit against Air Canada over this whole cancellation of aeroplan miles thing, I want in – please tell me how to sign up!!!

44 Zeid 09.29.07 at 12:38 pm

I Just got fired from my Job at AC yesterday for being the opposite of everyone else there. The company wants simple/stupid minded people to run the company….they like lazy, old and un-educated people to run there airline. I was the type of employee who would answer all your questions, help u in anyway possible and feel for you when things didnt go your way. When head office found out that I did my job right….they botted me. Managers at AC last very shortly there…Its a White man company. Even though its the outsiders of this country who make the company live….Im sick to my stomach for investing so much time into that airline….shame on them.

45 Todd Bemister 11.11.07 at 6:25 pm

Stupid, stupid, stupid airline. I fly at least 8 times a month with my job. Sometimes far more. I flew 16 segments in October alone, mostly Air Canada Jazz and sometimes Westjet. Recently Air Canada Jazz has started only rewarding 25% Aeroplan points for Tango purchases. Calgary to Winnipeg return $500.00 bucks (min) 570 aeroplan points. If you fly to Vancouver on the real Air Canada for $200.00 return you get a 1000 Aeroplan points! STUPID and not enough to keep me loyal anymore. So I am flying this Sunday to Regina from Calgary, the flight was $370.00, I called Air Canada to change to an earlier flight that was listed for $159.00. I changed the booking and then was asked how I was going to pay the difference. WHAT!!! If anything I would have a credit! $40.00 to change the flight and $25.00 for the phone call!!! $25.00 for a 5 minute phone call. Anyway I did not end up changing it. I have never tried changing reservation with them before, but by chance I have on Westjet! Westjet you have no problems and they cerate credit files for you! So after flying Air Canada weekly….although I am the ONLY one in my office that does so, I have finally been converted. All my buisness travel will be on Westjet. Good bye Air Canada!!! Hello Westjet!

46 Gordon 11.13.07 at 4:59 pm

So to continue with how Air Canada sucks….I had booked a flight from Halifax to London Ontario with a return…Well I am suppose to leave the 17th of this month but on my reservations it says that I was suppose to leave the 10th of this month…They fucked up and now I have to call them and see what they can do and by what I have read here I am going to be paying more than I should…So whoever does fly with Air Canada just make sure that you double check your flight to make sure the correct dates are what they are suppose to be…

47 L Barrett 12.06.07 at 5:03 pm

I am missing some things out of one of my suitcases from a trip to Singapore. I know one of the bags, a small duffle bag was packed to the gills. When I lifted it off the baggage carousel in T.O. it was strangely empty. I am missing 1 1/2 pairs of sandals. I called today, but the woman at the lost baggage claim barely spoke any English. She kept asking me what the bag I lost looked like. I kept explaining it wasn't the bag I lost- but some contents. OMG very very frustrating. I doubt I'll never see the 1 1/2 pairs of sandals I'm missing. I spent quite a bit of money on one of the pairs in Singapore and the other pair is now completely useles and they were Mephisto's worth $155. Do people now steal stuff out of the bags?
Very disgrunted. I loved Singapore Airlines. I forgot what having a real "stewardess" who cared, smiled, took real care in their appearance. In other words – took some pride in their work!

48 Michi 01.28.08 at 1:56 am

I've flown with AC on several occasions and the times we've had unpleasant experiences were within the last year and a half. The change in management and its lack of managing skills must've finally took its toll on the front end of the operations.

What I'd like to add is although the CEO is a Hong Kong billionaire, please don't associate his incompetence in this area with all Hong Kong people like a poster above has implied. The appearance of SARS was due to several factors and if I know nothing else about how SARS transpired I saw how brave the doctors and nurses were during the devastating crisis. These people risked their lives (by choice of remaining in the hospital) cause they believe in their work.

Well having said that, I am also waiting for the day AC goes bankrupt or management is changed for the better. In the meantime, we will not be flying with AC.

49 Dale 02.01.08 at 9:54 am

What implication? I believe that was something that you added. Dr.s, nurses and ordinary citizens were comendable I agree. As for lumping all into the same category… that would just be an uneducated individual stance I'd say. The blog referred to the Air Canada owner as a billionaire from South Korea and SARS being existing due to unliveable human conditions and slum lords charging rent for these "garbage dump" rental units. Therefore, the phrase "cash grab"! I have friends from S. Korea so I think that the "implied" section of the blog is something that you read into the SARS comment posted.

50 Redeye 02.22.08 at 1:48 pm

Air Canada is a great airline. You people are all ignorant. It is one of the finest airlines in the world operating in very tough times were it is tough to stay profitable in such a small Canadian market. There are assholes everywhere you go, don't let a bad experience ruin things for you.

I hate it when people bitch about baggage. Most often the baggage is lost/mishandled/rifled through by security, and not the airline.

51 Gordon Braun-Woodbury 02.23.08 at 3:26 pm

Just completed a 24-hour Air Canada flight from Boston to Toronto — or should I say "flight from hell."

To be fair, there was a big snowstorm in Boston. Snow causes delays — especially for smaller planes on short-haul routes. I get that.

What rankles, though, is the way this delay was handled by AC and the many system failures and manifest incompetencies that I saw at every stage of the journey.

The flight was scheduled to leave at 1:35 pm. During the afternoon and evening, we were boarded and deplaned twice until the flight was finally cancelled nine hours later.

The second boarding was a joke… it was around 8:30 pm when we were hustled onto the plane. We were told that a short letup in the storm was anticipated in the next 30 minutes and the crew was trying to catch the window. We then sat on the tarmac for an hour and a half because the loading ramp was jammed. The snow never let up.

As we deplaned, the cabin crew apologized and (love this!) disavowed responsibility for the decision to board us in the first place.

The lineup to rebook took a ridiculous amount of time. Why can't this process be simplified? Or, if you know you're going to have to cancel flights because of very obvious snowstorms — hello! — put extra staff on the job and open a couple of additional ticketing stations so that passenger inconvenience is reduced a little.

Down in the baggage hall, ten passengers, including me, were hanging in limbo because their baggage had not come off the plane. Two baggage agents were chatting merrily to each other and basically ignoring passengers asking for information. They stated repeatedly that this was not their problem — that they couldn't understand why the turkeys outside were not bringing the baggage in. Once again, lots of blame-shifting going on here.

The other passengers' baggage eventually arrived; mine did not. I had to get forceful with the baggage agents in order to get them to make the appropriate phone call, which produced the information that my bag had been put on the wrong flight.

Next morning the snow has cleared. The plane is at the gate. Should leave on time, right? Nope. We're 90 minutes late getting on board, and then the plane has to be towed back to the gate becase the nosewheel is stuck.

And then, on landing, the terminal dock is stuck again and we sit for 15 minutes waiting for ground crew to fix it.

At all these failure points Air Canada staff apologized to us in cheery voices. On my way out of the plane I looked the pilot and purser in the eye, and told them at, after a certain number of failures, apologies do no good whatsoever. The cabin crew once again told me that it was not their decision to re-board us the previous night.

Finally, when I took my lost baggage tag to the agent he spent 10 minutes fumbling around trying to locate my bag. Eventually a supervisor had to intervene.

This airline is broken. The people may be trying hard, but the systems supporting them don't work. Bad service decisions are being made. The high number of small mechanical failures I saw on this trip makes me wonder about overall safety. And most importantly, people are pointing fingers, blaming others, and generally ducking responsibility when things go wrong.

I'm switching to WestJet.

52 observer 02.24.08 at 6:59 pm

The last post pretty much describes any mechanical or weather delay at any airline. If AC staff had not apologized to you, you would have complained even more. When 100-250 people need customer service, and there are 2-5 gate agents, you will have to wait. Any company staffs for average conditions only.
Travel is time consuming and degrading at the best of times. The alternative is to hire a private jet!! Commerical air travel is not much different from riding the Greyhound bus.

As always saftey comes first. If AC or any other airline tried to take off in bad weather, you'd be the first to sue them in the event of a crash.

53 Sheldon Ruecker 02.27.08 at 2:15 am

Daniel J. W. of Vancouver, B.C. works for Air Canada, at Vancouver International Airport. He scopes out unsuspecting victims, to borrow money. He should be avoided at all costs, as he is a sociopath.

54 Derek Casselman 03.07.08 at 10:51 am

I am an Air Canada Elite member, have been for several years unfortunately! For my work I fly about 4 segments a week. I go out of my way to fly on alternative airlines such as Westjet or Northwest. I would even rather take a connection than deal with Air Canada.

Not only does Air Canada have the rudest customer service agents, they also treat their so called "Elite" members like crap!

I would overload this site with the beefs I have had with this airline over the years.

What I am really confused about is all these posters Air Canada has up at the airports every year saying they were "voted best airline" every year? Who is voting? Do these people only fly AC and not know any better? I do not get it!

Can anybody answer this question for me?

55 Harjit Gill 03.07.08 at 5:12 pm

After reading this forum, I think to myself I am glad that I did not book Air Canada to travel to Vancouver in May. I got lucky that the flight had sold out!!!! Last time I went on Air Canada was in 2004. I had no meal fron Heathrow to Toronto. They did not bring in the special meal I had requested and confirmed and did not offer to make amends during the flight. Once I got off the flight I did the mother of complaints and they promised me that my special meal was booked for the vancouver leg later on in the week. Again like a fool I believed them and as soon as the meal service came along, the meal was not there!!! I had to sit hungry on the flight on each leg and became severly ill as I could not take my medication unless I had the meal. To top it off the flight from Vancouver to Heathrow again had no meal for me but this time the Air Canada stewardess got me something from First so i could take my medication. Now reading that Air Canada has become even worse, i'm glad I chose British Airways. Even they cannot match Air Canada's service skills!! They may be the butt of most jokes in the UK but BA is respectable compared to the views of Air Canada!!!

56 Amanda 03.15.08 at 3:52 pm

Just booked a flight from Edmonton to Beijing. When I tried to select my seats, their system only gave me a few seconds to select the seats for two passengers for 4 flights! Since there is no further instruction that if there is any charge invloved or not if I go back to select my seats, I think that the smart thing to do would be to ask them first. So I called their customer service to inquire that if I could still select my seats through onlin booking. The agent said that she needed my booking reference no to confirm that wherther there is any charge invloved or not. I told her my reference no then after a few seconds, she said no there is no charge involved I could select my seats free but she just assigned my seats for me. The best part is that she just assigned me two seats close to the wing, even if there are still plenty of seats available then I asked that if I still can change my seats through online service or not, the answer of course is no! Obviously, they intend to limit the customers'online booking choices, cause they could charge 25 bucks for each ticket booking if I ask a customer agent to do that for me!

Air canada sucks!

57 disgusted 04.17.08 at 8:57 pm

You are a completely insensitive moron. I hope you lose all of your bags in all of your trips on your so called "great airline". Make sure you include all of your favorite stuff in there!

Regardless of who loses the bags, be it security or airline, when bags are checked in under the care of your "so called great airline" the responsibility of making sure your bags our safe resides in your airline. They should take ownership of that at the very least.

58 Dale 04.18.08 at 9:24 am

Try not to take his/her blurb too seriously… I can see this person asbeing part of the upper echelon, trying to silence or give less credibility to the multitude of grievous experiences with the company which proudly uses our countries maple leaf flag as a symbol!

59 rick 04.21.08 at 5:40 am


Worst piece of shit airline on the planet. Nobody gives a shit about you. Lost my luggage and you call their hotline in India to be read the same script for 2 days solid every hour. Then they put you on hold while they CHECK ( LOL ) you status when actually all they do is come back with the same speech. Saw in Toronto an Air Canacrap employee talking on the phone to her friend in front of 20 exhausted passengers that needed help fresh off of a 17 hour flight. I wanted to wrap the phone cord around her neck and force feed her the shit they served me on the plane.

I am leaving tommorrow on a month long photo essay and all my bags are mysteriously lost from my arrival home 2 days ago and I am panicking.

FUCK AIR CANADA, I have flown third world airlines that make Air Canada look like a 3rd class bus.

60 EasterRat 04.22.08 at 8:55 pm

Great site!

Changed plans, paid the fee, showed up at the airport in Yellowknife and no record…30 minutes later, get on – problem sorted out.

Get to Edmonton, board plane to Calgary, wait 30 minutes for connecting passengers. Get to Calgary 35 minutes late, run to the connection to Winnipeg as they close the doors. No dice.

Go to customer service and encounter an evil bitch. After we get done with that and the line is gone I go back to explain a couple of points to her. She does not care and gives me that stupid customer complaint fax number…

4 hour delay

Get to Winnipeg – guess what? Get 2 out of 3 bags – imagine that?! Will I get any satisfaction? Probably not. Will I fly them again – I have to…but man it sucks…I hope that lady ROTS.

61 Evan 04.24.08 at 6:58 pm

I must say Air Canada sucks. I was in aisle waiting for washroom and one female stewardess was serving food and was in way and told me to sit down and that shed reserve the bathroom when it was ready. I was appaled. She did reserve the washroom and then told me it was ready. But she was simply rude about it and acted like she owned the eisle! I was flying from Vancouver to Montreal.

62 Evan 04.24.08 at 7:02 pm

Air Canada also had Turbelence Alerts every 5 minutes!

63 Andy 05.05.08 at 2:09 pm

Just looking at a first class flight from Seattle to Buffalo with Delta….$820 usd…..from Vancouver to Toronto with air canada first class….over $3400. Are they serious? Why would anyone pay that? Ive had so much bad luck with AC, they've lost my bags 3 times in 2 months and all 3 times I was on business. Nice to show up to a meeting wearing the same stuff i had on a whole day ago! Air Canada's compensation was $50 usd…..USD????? I thought it was Air CANADA…..not Air USA.. How can a canadian company offer american funds for compensation? Makes no sense to me.. If West Jet had a points program like aeroplan, id switch in a second.

64 Andy 05.05.08 at 2:12 pm

Here's another…..I can understand if the weather is bad in the city you are flying into but if AC is going to board the plane and not get clearance to take off…why not let people off th e plane? From Vancouver – San Fran we sat on the plane for ohhh about an hour and a half as they wouldn't let us off and upon landing at SFO, we had to wait another 40mins for ground crew to finish their breaks. Nice to see where priorities are in the company.

65 Andy 05.05.08 at 3:26 pm

Lost Baggage:

When ever my bags got left behind, the guy behind the counter says to me that it is because of space availability. Well don't you think it is Air Canada's responsibility to inform their customers that there might be a chance that their bags won't make it? They don't seem to agree with my comments….and speaking of the call centre in India, Ive been hung up on about 4 times. Great customer service jack asses!.

66 Ian Brett 05.16.08 at 8:52 pm

I must add my name to your list. I just discovered that all the 49,000 we had accumulated were stolen by AeroPlan just 2 weeks ago. To get these back I must now pay $500. How can this be legal? Is there a class action suite anywhere?

67 Dale 05.17.08 at 11:01 am

My suggestion would be to acquire legal advice to see if a class action is possible and at the same time maybe put up a website with a form for people to leave contact info if a suit should become a reality. I will say that as soon as A.C. gets wind of this… there legal experts will be informed as to action to take to stop it if it is a possibility as trying to make some kind of damage control… P.R.!
( no time to proof read, pls excuse any typos )

68 Darrell Villa 05.26.08 at 11:19 am

Hello gentlemen & ladies.

You have no idea how happy I am to see this site. Air Canada is f**king stink in the whole world. I sorely miss Canadian Airlines.

Everyday, I pray hard that one day AC will be out of business.

Hello WestJet we all love you, keep the hard work!! High five! :)

69 Kelly Almer 05.26.08 at 4:59 pm

How can Air Canada be allowed to steal your money. I bought my wife a ticket from Calgary to Ottawa to join me on a business trip. A few weeks after I bought her ticket, she found out she was unable to make the trip. AC policies provide HER with a credit file eventhough I bought the ticket. They deduct $120 off just because and now she has to use the full amount of the credit on her next trip or any unused balance goes to AC. In what world does this practice make any sense. They have MY money, in HER name and now she has to use it all at once or lose it. She can't by me a ticket, oh no.

I will never , ever fly with this crooked organization again.

70 or 05.31.08 at 12:03 am

As an Air Canada employee, I used to work in the bag room (lifting bags from the belt to be sent to the planes or passengers). Due to nature of the job and the heavy weights I had to handle, I got injured, the doctor prescribed me light duties for 3 days. Air Canada ignored the doctor WCB note, FORCED ME to lift even heavier bags than before and then FIRED ME with no explanations.

71 Jack 06.19.08 at 2:57 am

Whine,whine,whine.Get a life people.Life is too short to bitch all the time.

72 Andy 06.19.08 at 11:17 am

Jack must be an Air Canada executive. Ive booked my first flight with Westjet to Calgary for next week and its almost half of what AC was charging. Goodbye to AC!

73 Jack 06.20.08 at 5:02 pm

You would be incorrect Andy.I am simply someone who has flown numerous times with Air Canada.I can honestly say that my flying experiences have been quite good,I just think if people didn't focus on the negitives always, perhaps then you could see the good that people do.Regarding air fare prices I have found they both consistantly match each other,except in the case of business fares that I purchase…Oh yeah,that's right West Jet doesn't have a business class section.

74 Emma 06.27.08 at 4:54 pm

Re: Ruecker – AC Employees

AC should consider conducting personality testing on employees as Mr. Ruecker demonstrates traits similar to those he attributes to Daniel W.

"Daniel J. W. of Vancouver, B.C. works for Air Canada, at Vancouver International Airport. He scopes out unsuspecting victims, to borrow money. He should be avoided at all costs, as he is a sociopath.

By Sheldon Ruecker on 02.27.08 2:15 am"

75 DP 06.29.08 at 8:12 pm

*sigh*. Ok AC emp here. Do you think it's easy for us to put on a happy face and deal with people who are just flat out mean, rude, and unbelievably ignorant. I'm truly a pleasent chap to deal with (may be hard to beleive hearing some of the stories on here), but I myself have been screamed at, threatened with physical violence, verbally assaulted and even spat on. Most often the passenger has been inconvenienced I can't deny that. But when you have someone lose it on you because their flight was canceled due to a snow storm (sorry I don't control the weather here) you start to question human decency. Have any of you ever been spat on before? I can't begin to describe the absolute humiliation one feels afterwards. Especially considering you are just expected to carry right along like nothing happened and service the next customer in line. For some reason Air Canada passengers feel it is their god given right to treat us this way. In time it really starts to take it's toll, and you just start caring less and less. Just a brief insight into what we deal with.

76 Dale 07.02.08 at 1:15 pm

Why would West Jet need a business class if customer service is consistent…. regardless of whether you have a briefcase or not. I will add on to this blog that West Jet is also adding sleeping compartments for those long hauls.

77 Gord 07.31.08 at 1:08 pm

Pacific Westen Airlines some years back bought Canadian Pacific Airlines forming Canadian. Owned by the Alberta Governement and head office moved to Alberta. Pwa then bough and enormus debt. Ltere the new Canadian purchased Wardair another Alberta airlinw. Canadian was always in debt. The several years back Air Canada and Canadian merged. Well it wasn't really a merger though should have never happend. Air Canada was doing quite well theough bought into a huge debt. Then because Canadian was based in Alberta everyone wanted to save them. Well they did for most people I new for the old Air Canada are no longer there. Now because the name Air Canada and the base is in Montreal hell maybe move it to Alberta and we would hear the praise again.

78 Jack 08.01.08 at 3:17 pm

Holy crap Gord,you should proof read before posting,your grammar and syntax sucks!

79 Peter 09.03.08 at 6:51 am

NEVER accept a deal from Air Canada for a refund. My family and I were flying from London to TO in July. We were asked to take a later flight and offered $4000 as a refund. We were told that were it not a Sunday, they would cut us a cheque right there. Instead, "submit this voucher to our Wpg office"

So when we send it in – "please allow 5-6 weeks for processing". It has now been 6 weeks and guess what?

"We are really busy. Please allow another 5 – 6 weeks for processing"

With service like this, no wonder they are busy processing refunds!

80 Steve Kanuck 09.12.08 at 1:02 pm

Well, hello!

what alot of pissed of puppies we have here??!!

"bring back Canadian Airlines"…FYI Air Canada saved their asses, coz they went up the spout, and AC had the burden of taking on their dumb ass staff, and debts,hence the service nose-dived, alot were at management level.

As for valuables in your luggage, have you ever thought of actually getting insurance to cover such items?? agreed airlines do have a limited liability to caring for your luggage in their care, but they do have limitations to those liabilities, check the small print.

I agree with employees of the company on here, especially the nice person, who gave you an insight into the type of attitudes airline staff face, ie Elite Passengers expecting their asses to be wiped, people moaning coz their 20 year old case has finally given out, lets face it, if you approached me in the street and started screaming and shouting about a zip busted on your bag, without allowing me to give you the companies standings of liabilities, id also treat you with the same contempt you have shown me, hence the passengers interpretation that all staff are rude, not so, the most i have come across are fine.

I used to work for Air Canada, and faced angry people all day (Delayed Bag Counter) and if some of you took the time to understand the variables of a bag being delayed, and acted rationally , rather than emotionally, youd get a whole heap of help, if however you came at me with a force 9 shouting, youd get it back, two-fold, and a reluctance for anyone going `that extra mile` to help you out.

Just an insight into the airline industry as a whole, not just AC, it seems the flag carrier for the respected country, gets the most flack, BA in the UK, United, or AA in the States.

Even as an employee, i never agreed with the call centre being relocated to India, they do a job, but nothing beats hearing a person on the other end of the phone, actually interacting with you, and not just reading from a script, after all, if your lost bag file is not updated from the moment you completed it, then they arent gonna tell you anything different, theyre in India, not where your bag probably is, Canada……

Agreed, in my 17years with the airline, i never once had customer service training, nor a second language, i did that myself, and went on to another field of customer relations, DONT SEE THE AIRLINE, SEE THE PEOPLE, at these desks, if they have a sh*tty attitude, get their boss out of their ivory tower to shake them down.

Enough said, happy flying.

81 GERRY CARR 12.20.08 at 4:33 pm

I've been flying Air Canada for years and can't remember when I had anything close to an enjoyable flight. I travel at the expense of my employer. If it was up to me I wouldn't even enter an airport that supported Air Canada. I can't believe the absolute disregard they have for their customers; everything from bumping a casket to loosing bags (I've had only one flight in the last two years where they haven't)

When travelling on my own dime I fly with West Jet. To see the difference in customer satisfaction "google" Westjet Sucks. You won't find anything. Air Canada on the other hand……

I'm about to retire. So long and good riddens to Air Canada. YOU SUCK.

82 QuantumMechanic 12.22.08 at 10:06 pm

I have returned to Canada after being an ex-pat. My memories of AC were pretty good. Now however, AC is really Air Crap between the poor customer service and the generally abysmal staff they make some of the airlines in the US look like bastions of service greatness.

Sad…I blame management and staff.

83 LtP 12.29.08 at 3:47 pm

Air Canada has the absolute worst customer service I've ever found in an industry that is based on customer service. Former AC employee Steve Kanuck's comments above, completely typifies AC's attitude in general. Nothing but excuses, excuses, excuses.

Excuses for valuables being lost (…"As for valuables in your luggage, have you ever thought of actually getting insurance to cover such items?? agreed airlines do have a limited liability to caring for your luggage in their care, but they do have limitations to those liabilities, check the small print…). No responsibility taken for their part in the incident. Don't all of you understand, they're doing us a FAVOR by carrying our baggage to our PAID FOR destination. No responsiblity for hiring honest people that do not steal valuables from luggage, no responsiblity for reimbursing, no responsibility for accepting their failure to provide proper service, no responsiblity for being polite or helpful in the face of their failure in upholding thier end of the business agreement that is the purchase of a ticket, and no responsibility for having insurance encorporated into their already exhorbiant fees (what is it paying for? oh right, part of it is paying for employee's salary – a position in which part of the job description is deal pleasantly and appropriately with the public. You know, customer service… yeah right.)

Steve asks us to "…take the time to understand the variables of a bag being delayed, and acted rationally , rather than emotionally, youd get a whole heap of help, if however you came at me with a force 9 shouting, youd get it back, two-fold, and a reluctance for anyone going `that extra mile` to help you out."

As far as most customers are concerned, part of the bargain is getting me and my belongings to my destination. That is what I'm paying for. So why is it that upholding the full part of the airline's part of the deal, ie, getting my bags to my destination, is "going the extra mile"!? Seriously? That's going the extra mile? That is actually part of the basics. The simple part. Customers asking for the full part of the deal that they payed the full price for is not overreaching nor is it being demanding at all. And the lack of understanding and patience that they likely express while requesting that they get what they pay for (not going the etra mile), is likely due to the way they have been treated from the moment they have started to deal with Air Canada from the purchase of tickets to their arrival at the airport and, if they're lucky, arrival at their destination. Wrong seats, no food, surly service, disatisfied and dissalusioned, de-moralized staff interacting with them the duration of their trip and then upon arrival, no bags and/or missing valuables.

And it's more excuses when it comes to customer service. The spouse of the AC employee much earlier in this blog string, commented on the fact that management doesn't care about customer service. That the staff is demoralized because they took a pay cut and lost benefits, that management doesn't care nor encourage customer service. More excuses. So if management isn't enforcing you to be polite, you don't have to be? If it's not encouraged nor mandated or you're paid regardless of your behavior, then you don't need to be polite and courteous when dealing with paying customers?

I would love to know my job was guarunteed regardless of how I acted. And you're right, in my day to day personal activities, I'm not being payed to be pleasant, nor do I have any management making or ensuring that I'm pleasant, so I'm not sure why I have been all this time. I'm going to take AC employees' lead and start yelling at the grocery checkout person for using plastic versus paper, and blithely ignoring or looking the other way when an old lady falls down in front of me or a someone needs help with a door, and pushing away those people who are taking too long in line in front of me at the drycleaners. Forget about human decency and the bare minimum to get by in life and assure some semblance of civilized living – I don't 'have' to do it.

Oh the AC employee's might say that that is exactly what happens in life and that is what they have to deal with. Poor them. But they're right – we've all come across people like this, regardless of our job or life position, as I'm sure AC employees are exposed to on an even more regular basis. But these are the assholes. They're everywhere. They're the ones that everyone thinks is a jerk – there's no escaping them, they exist. However if we were all like that and behaved like that, it would very soon become a Hobbsian world of 'do it to them before they do it to you'. The fact that people like that exist does not offer a valid EXCUSE to behave that way yourself or to preemptively treat people as if they are that way. ESPECIALLY if you're being PAID to deal with the unpleasantries of the public in a professional manner.

Further proof of the abhorant acceptance of excuses for doing whatever the F AC employees want, is Steve Kanuck's comment "…if you approached me in the street and started screaming and shouting about a zip busted on your bag, without allowing me to give you the companies standings of liabilities, id also treat you with the same contempt you have shown me, hence the passengers interpretation that all staff are rude…"

YOU ARE NOT A STRANGER ON THE STREET!! You are an employee who is part of the company who we paid to deliver a service. And we are complaining when that service is not being delivered! You have our money, we would like the goods that we payed for. Not excuses, and certainly not delivered in a confrontational, nor smug, nor dissmissive attitude. If AC staff is unable or unwilling to deal with the public with all of it's vulgarities and nastiness, then they are in the wrong industry.

Anyone who has worked in the customer service industry realizes that unhappy, unpleasant people are part of the bargain. I was a waitress during my undergrad years and through my masters degree, and it's true – there are extremely unpleasant people out there. There are things that we were exposed to that noone should have to be. Some people are going to be difficult and rude no matter what you do or in spite of what you do. But again, this comes down to the "those are the assholes in the world' concept. It's not nice nor fair, but it's just the way it is. IT'S PART OF THE PACKAGE OF A JOB IN CUSTOMER SERVICE. Do not sign up for a customer service job if you are unable or unwilling to handle it. Good customer service is making the inevitable problems more maneagable, by doing everything you can to ensure a good and happy ending to a not so good, unpleasant incident or occurance, even if it was unavoidable or without fault.

It is ensuring your customers are satisfied so that they may return to purchase your goods and as a result ensure the company is successful, which in turn ensures you have a job. It is TAKING PRIDE IN YOUR WORK, not because you're told to or 'have' to, but because you have a desire to do the best you can do at whatever it is you're doing. Otherwise, get another job and stop making the rest of us deal with you.

At it's utmost basic fundamentals, customer service is not making your customer, especially your return,loyal, big-spending customers (and yes I'm a super elite member and no, contrary to Steve's comments, I do not expect them to wipe my ass- though people like steve can kiss it.. ) feel as if they are 'bothering' the employees by flying their airline, by taking them away from other more important things that they would so obviously rather be doing.

Oh yeah, and getting you to your destination OR refunding your money if they can't do that. Regardless of the reasons. (I am referring to the countless stories I have of cancelled flights, lost baggage, unpaid for hotel stays, missed connections due to no-show air crew, delays, delays, delays, lack of communication around changed gates, missing food, screwed-up seating, switched itinerary, missed xmas's, missed meetings, missed conferences, etc. etc. etc. etc.)

Air Canada, as soon as the gvt realizes you are not worth subsidizing or bailing out, you will fail horribly and miserably. Yay.

84 Frustrated 01.04.09 at 6:22 pm

I have flown with a zillion different airlines and Air Canada is the first company to lose my luggage and not tell me a thing about where it is. I can't even get a real person on the line without it being some paid script monkey from a call centre in India who has no idea what is going on. My life has been on hold for the past few days and I still have no idea if my luggage is even coming. I am ANGRY and I have defended Air Canada in the past, but now I will never fly with them again. They do not care about anyone and do not appreciate anyone's business.

Does anyone know a number I can get a real live person to check the Vancouver terminal to see if my luggage is still sitting there?

85 GERRY CARR 01.04.09 at 9:25 pm

Air Canada strikes again. They must go out of their way to piss people off. Lost my bag…… AGAIN.


86 Christa 01.09.09 at 3:53 pm

There are so many complaints about AC – I just flew with them for the 1st time in 6 years and let me tell ya it'll be 60 years before I fly again. I just wish the majority of people with bad experiences would boycott them. I'd love WEST JET to be on top! The AC staff certainly are the most rude and ignorant employees I have ever encountered!!

87 Christa 01.09.09 at 3:58 pm

I would like to add that I know it may be tough dealing with unruly customers – I myself run a business , but you don't need to treat every customer so demeaningly. I've gone to a check in counter and said a cheery hi , only to have my e-tickets snatched from my hand and no hi in return! What did I do???????So I feel no sympathy for the employees who come on here trying to defend their actions!!

88 Air Canada Sucks!!! 01.10.09 at 10:08 pm

I've travelled on many Air Canada flights for business and pleasure and compared to many U.S. carriers, Westjet or Porter, they are the worst. Dirty planes, unfriendly staff, especially those who work in customer service. Aeroplan is a joke and I can't wait for a company like Westjet to offer more flights through their partnerships with Southwest Airlines, a quality value-focused airline.

89 Fed Up 01.29.09 at 1:12 pm

Air Canada is an insult to the service industry.Crappy service, poor attitudes, lost luggage. What a waste and insult to Canadians to have "Canada " as part of its name. Should be Air Totally Friggen Useless!

90 Levon35 02.04.09 at 10:20 am

On a recent trip to Asia I had the distinct displeasure of flying with AC to and from Narita. Once I landed in Narita (waiting for 1 hr at the carousel and 2 hrs questioning AC personnel) I found that my luggage was missing and had dissappeared between connecting flights from Victoria and Vancouver. I distinctly asked the AC rep in Victoria if my luggage needed to be picked up or would it be forwarded to Narita, I was told that it would be forwarded and there was no need to worry. Lucky since I had only 1hr between the connecting flight and the 1st flight was 20mins late. Hence everyone travelling to Narita from Victoria via Vancouver on that day (3 different flights) lost their luggage. I was told by the frustrated ANA staff (contracted by AC) that this was (to their frustration) not unusual for AC. I got my bags back 6 days later in Seoul. On the same trip I flew with Air Korea, Cathay Pacific and JAL and experienced nothing but complete professionalism, decent food and friendly staff and attendants. If that wasn't bad enough I found that my return flight was cancelled and I had to stay in a hotel in Narita for 2 days.

I have no problem with ACs attendants. They are certaintly not as easy to look at or friendly as their asian counterparts but Canada has to address fair hiring practices and asian carriers don't apparently. One thing though: when an attendants ass becomes soo big that she/he sideswipes customers on the way up and down the aisle how about upgrading them to office positions.

I swore before never to use Air Canada again but I weakened this time, went cheap and paid for it.

91 Chuck Patterson 02.06.09 at 2:04 am

Well Steve Kanuck…the bottom line is this:

We (the customer) don't paticularily care whether your manager treats you like crap or any other excuse you use to justify your unacceptable behavior.

It's not our job to care. We are the customer. We are the only thing keeping your sorry asses in business. It's YOUR job to perform your duty properly so that we get from point a to point b WITH our luggage and without having to get involved with the day to day problems you and the rest of your ridiculous little staff members have.

Life sucks…but when we (the rest of us) goto work, we're expected to get the job done. The fact that you don't think you need to because of excuse a b or c (which is what causes you so many troubles with your evil customers) is only adding to your own dilema.

Get it through your little skull…we (the customer) are NOT responsible to make sure you have a good day at work. If you weren't such an ass, you'd certainly have a better day at work..but that's your decision.

Now if you can't deal with that, I suggest you pack up your shit and LEAVE the airline industry altogether, because under no circumstances are we (the customer) going to be taking ANY pity on you whatsoever. If this Air Canada abuse of its customers hadn't been going on for so long, you might not be in such a mess now (and it's been going on since long before Canadian Airlines ever came into existance…so you can drop the CAL Blame's a fiction). Again, that's the fault of the airline..not the customers.

And PS…if Canadian Airlines "crap staff" were so bad, why does 3/4 of the country want them back? Yes they went tits up, but then SO would Air Canada have done whether they had to take on their staff or not. Again, that's YOUR problem, not ours.

I'd say if you people don't shape up pretty quick, you might be out of your miserable jobs anyway. It's just one cut after another after another after another in the past year with Air Canada. You can't even afford to keep your flight attendant bases open. Pathetic. And now they're screaming about load factor problems. HILARIOUS. WestJet certainly isn't having the same trouble. Your aircraft have become so small they can't even hold the luggage which is part of the reason luggage gets lost in the first place (and that's documented)…again, that's the fault of the airline NOT US. And if you think for one minute your loads are slipping simply because of the "economy" and has nothing to do with the airline itself, think again.

Get it under control, or go out of business…because while it may have taken WAY too long for the public to become picky about who they'll deal with…they're starting to.

And now you can just stick THAT in your pipe and smoke it.

92 Dave 02.11.09 at 10:33 pm

I booked a flight for my daughter recently. Since they do not allow you to book these online I called in and was treated to "on hold" advertising for a whole 49 minutes… Once I did get through to someone I was told that the surcharge for an unaccompanied minor was recently raised from $25.00 to $100.00. I am willing to bet that y daughter will not get an extra juice box or cookie for my $75.00.

Funny how they quadrupled their fees shortly after Westjet suspended their unaccompanied minor program. Ever get that bent over feeling?

93 Mike 02.17.09 at 3:16 am

As I write, sitting in Edmonton airport on a 10 hour delay trying to get to London. No parts/no support for 767 in Edmonton means that if anything goes wrong, you can kiss you flight goodbye. Got a substitute aircraft coming, but it has the old business class seat. I pay a lot to lie flat and sleep, but clearly Air Canada not able to provide what they promote. First and last time. Sayonara, Air Canada.

94 Balkar 03.29.09 at 4:42 pm

Wow this all seems like crap. I have heard Air Canada is pretty bad but this crosses the line. This sucks because I am going to Italy next month and a leg of my flight is Air Canada because that was the only one available for the cheapest rate as I am travelling with a group which consists of my soccer team. Hopefully I endure a miracle with these chumps at AC

95 JohnnieR 04.03.09 at 11:14 am

Chuck Patterson (a couple of entries above) I couldn't have said it better myself. Your post was right on the money re Air Canada employee attitudes.
I too could not give a RATS ASS about the internal problems at AC between management and staff. As for AC employees explaining or defending their negative, sour attitudes and severe lack of a postive work ethic, SHUT UP! None of you have a leg to stand on. I have flown numerous AC flights over the past 15 years, and I could write page after page of instances where I have seen polite and non-agressive passengers (REVENUE GENERATING CUSTOMERS) either verbally abused or ignored by the ignorant AC pax services ground staff or the cabin crews when these passengers enquire about any issue in regards to their reservation or in-flight request.

Maxwell Ward, founder and CEO of the legendary (and much missed)
Wardair Canada, once stated that his principal mandate was customer service. This was more than evident when anyone checked-in or boarded a Wardair flight – Wardair (and yes, Canadian Airlines Internationa) were Canadian class acts – world-class acts. Max also stated that the quality and level of service that the revenue passenger receives was a direct result of the opinion that the carrier had of that passenger. SO true.

96 Jack 04.04.09 at 11:12 pm

Good Lord! Are you people kidding me?? Do you actually read what you're typing? "Shut up! Listen to me the allmighty passenger" Your whole life is meaningless without me! Appease me! I think some of you should take a good long look in the mirror when you say "There's alot of assholes out there" because it appears as though a good majority of them are posting on here. I fly on a regular basis with AC and have experienced the good, the bad and the ugly. But unlike the cry baby, whiney, ass clowns that come on here to vent, I have learned to take everything with a grain of salt and not let these sky hags ruin my day. Oh, and to the bimbo who went on and on and on and on and on and on and on and on and on about AC problems, you must be an absolute treat to be married to (I can only imagine what your rantings must sound like in person). Compairing being a waitress to an airline employee is totally assanine to say the least. I remember waiting in line after a canceled flight to rebook to get home. The line was long and they had 1 (count it 1) employee working the counter trying to rebook about 200 people. After about an hour or so of hearing people call this poor girl every name in the book and embarrasing her in front of a large crowd of people, she got up (I presume to go to the washroom) and the masses began to boo her as she disappeared into the back. Can someone tell me why this kind of behavior is tolerable in an airport? Can you tell me the last time a waitress was cursed out by a restaurant full of people and bood back into the kitchen? I'm not saying that the employees are not without their faults, but the kind of treatment they receive goes well beyond anyone one else (at least that I can think of) who is involed in the business of customer service. And to be honest, after reading some of the BS comments from most of you butt heads, I can't blame them for being a little bitter.

97 AC sucks, not all employees 04.30.09 at 9:55 pm

I feel for the couple of AC employees who stated the abuse they put up with – i'm sure they do and i'm also sure the majority of it is misdirected angre and usually over things they cannot control. This fish has died from the head. I had three email exchanges with the president of this company – he is an unmitigated moron.

I do say, shame on the consumer for the most part – everyone looks for the cheapest flight, and then is amazed when they suck. Start shopping for value people – sure, it might cost a couple bucks more, but isn't it worth it to salvage a day out of your vacation? One often gets what one pays for – if you bought your AC ticket because it was the cheapest; you shouldn't be amazed you got what you paid for. For those paying AC for first class, and substancially, i say they get to yell shenanigans the loudest – there are some truly outrageous stories here from people who paid a significant premium.

To the employees of AC who tried – bless you, and i feel for the crap you have had to put up with. BUT, it is the same crap most other airlines have to put up with. If your crap load is higher, it is because your colleagues make the situation at that much worse. To the overwhelming number of bad AC employees, i can only pray for kharmic revenge.

I'm not Canadian, and for the first time ever, i'm really, REALLY glad i'm not. this company is truly a boil on the butt of your nation in need of lancing.

VOTE WITH YOUR DOLLARS – support other airlines, even when it costs a little more!!!

98 Dale 05.17.09 at 12:07 pm

way to go Mr. Gabor Lukacs, 26, an assistant professor of mathematics on your court win against AC!!!

99 Chris 06.21.09 at 9:47 pm

Air Canada is so terrible. I booked this ticket to Beijing and have to cancel it due to personal reason. I call them three times. The first two times one guy told me he's been working with the company for 25 years. He knows everything. He will not refund my ticket while it said the ticket was refundable when i purchased it. The second time a girl picked up the phone and told me she is busy and told me there is nothing she can do and hung up on me. This is a national airline. I could not imagine this kind of service at any other national airline at all. Something should really been done.

100 fletcher 07.21.09 at 3:37 pm


101 mateo 08.05.09 at 4:11 am

After 5 hours of flight the Pilot told the passengers through the intercom that "the plane can not land in Bogota due to a pressure problem, and if it did it would explode" yeah those are the literal words of a pilot who seems to not care about scaring the passengers. The next action of this briliant pilot was to return to Toronto, another 5 hours away, instead of landing in any other of the thousands of posible sea level airports in the caribbean, south america and florida (Bogota is 2600 meters above sea level). Furthermore, upon returning to Toronto, the AC staff where incredibly rude, unhelpfull, and uncooperative. AC is a terrible airline.

102 john smith 09.09.09 at 10:30 pm

what do you expect when an employer takes home 43 mill and cuts there pay i dont blame the staff that havent seen a raise in 10 years I blame managment for working them like slaves

103 Kuldeep 09.20.09 at 11:51 am

I am going to india from edmonton my flight is going @0840 O clock I went to pick up my travel told me to fly from edmonton to toronto not at 0840 and now we have to go at 6. oclock then i have to have to wait at toronto airport 7 hours and i have a sick delicate sweet son who cant stand the plane rides or wait

104 Yes-me 11.25.09 at 2:40 am

It is not as bad as u guys are mentioning it. Because the first comments (of west jet emplyees are negative), your thoughts and memory of the trip with Air Canada are being influenced. I know we have some problems with management but we as employee, we always try our best. We don't kiss asses like westjet employees do but we do what we have to do.

105 Jean-Claude Theriault 12.27.09 at 2:33 pm

The attitudes of many Air Canada employees are just as bad when off-duty. I drove the employee (P11) shuttle buses at Dorval back in 07 and was disgusted by the arogant attitudes of most AC employees who'd complain a bus every 5 minutes wasn't fast enough to get from their car to the aiport.

106 Corinne Hasid 01.07.10 at 11:13 pm

You are all wrong because Air Canada was just voted the "number 1 best" airline in ALL of north america. Yes, that means they beat, west jet, american airlines, north american airlines, united airlines, us airline, delta airlines, ALL of them. so all of you are completly wrong…also "hasband" wow thank God you were not the CEO because that song that celine dion did brought Air Canada out of bankruptcy… wow u must feel dumb. and Richard Murray the RJ's Crusing Alituded is 37, 000 feet and crusing speed is 857km so if it was leaking enough to let in water you wouldnt have had it to the ground, inless u were lucky even then the oxygen mask would have poped down and u would have only had 20 seconds before your passed out. AIRCANADA IS THE BEST!!!!!!

107 Dale 01.11.10 at 12:03 pm

… and there ya have it… right from one of the AC upper echelon family members!

108 Mike 01.15.10 at 4:32 pm

There was Canadian Pacific and Air Canada, Pacific Western. Pacific Western purchased Canadian Pacific many years ago. I believe forming CPAir. CPAir purchased Wardair and a huge debt they never recovered. The so called merger Bewtween Air Canada & Canadian really wasn't a merger. Canadian being Alberta based everyone wanted to save Canadian. A long story though this should have never happend someone was responsible for Air Canada prior was doing okay no debt and rated at the top for safety and passenger service world wide. They purchased an enormus debt load from Canadain and never recovered. Many of the old A/C employees are gone. Just like back when Pacific Western purchased Canadian not to many years after very few PW employees left like as Wardair. Sometimes I wonder whp purchased who.

109 Dee 01.17.10 at 5:03 pm

A few months ago, I booked a trip to Las Vegas with Air Canada and paid $314.32 on my credit card for a return flight. I cancelled a week later and was told they can't refund anything, but that amount will be a "credit". I call back a few days ago to book a 1 way ticket to Halifax. I'm told I will be charged $105 "change fees" for cancelling/re-booking my flight. I notice this is not deducted from the $314.32 I already paid, but charged on top of that, so I now have $419.32 on my credit card. The $105 is an obvious cash grab and a sort of penalty, so I put that aside. My issue is my flight to Halifax cost $202 including all taxes. So if you deduct $202 from the $314.32, that leaves $112.32 unaccounted for.

When I was on the phone with Air Canada asking them to confirm this, they couldn't. The agent just kept repeating that fares and taxes are different blah blah, but wouldn't tell me what, if anything I have left on my "credit".

He was completely rude and unhelpful and when I asked him to explain where the $112.32 went, he said he already did. He would constantly interrupt me and talk over me.

I am never dealing with AC again

110 Rob 01.23.10 at 7:36 pm

AIR CANADA IS THE BEST!!! WTF….you on crack….Flew Air Canada Three times and had problems everytime. These clowns even lost our Infants car seat. Do you really think ALL these people are wrong and making this stuff Up. Corinne Hasid you really need to pull hyour head out of your A$$

111 Khairul Amin 01.24.10 at 8:45 pm

Here are several things you need to know about Jet Airways.

Jet Airways sucks, Jet Airways is a racist airline, Jet Airways is an airline Bigot!

Jet Airways is one of the racist airlines in the world.
I was delayed for 3 hours, even when I was early. And after the delay, guess what? They said that they needed to be furnished with supporting documents. Supporting documents that no other passengers have to provide, but myself. Then even when those so-called "supporting documents" are produced and showed to them, they refused to give me my boarding pass, based on the bag I was carrying (I was not using one of those "trolley bags" that people generally bring for holidays). Based on this they thought that I'm some kind of poor chap trying to stray off to another country. That was what they said. This is discrimination!

Furthermore, they even more vigorously denied me the boarding pass, only after I have confronted them with whether the fact that I have a beard, therefore a muslim, which affected their decision. This is again discrimination!
It's not that the proof was not there. It was there. I showed them. But they denied. I can only think that this is obviously a biased attitude, based on pure discrimination, not facts. They won't even accept tangible proof.

I as a muslim, am profoundly disgusted by these unfair treatment based on my religious belief.
Truly Jet Airways ought to be ashamed of their racism, and religious discrimination.


112 Huy Quach 01.26.10 at 12:12 pm

We should boycott Air Canada..Yesterday I took my parents to the Intl Airport in Toronto an hour before the departure time and an Airline manager cancelled my parents ticket and his excuse was my parents should got there 2 hours in advance. We checked-in online and got the tickets printed off the internet and what we need were just drop the luggages. Today I called Airline Canada and asked them to help me to pick another date for my parents and they said the tickets already cancelled and they charged 25% on the total ticket that my parents originally purchased.

Boycott and boycott Air Canada…..

113 Glen 03.07.10 at 12:04 pm

I can't say enough about how crappy and ARROGENT
Air Canada staff are- EVERY TIME I have the misfortune
of flying with them- EVERYTIME!
West jet- Thank God for you

114 Matthew 06.11.10 at 5:44 pm

Air Canada is the most incompetent bunch of sorry excuses for an airline I have ever seen. They make written promises to employees, telling them to buy safety clothes, and in writing Air Canada and their useless subsiduary Hewitt, states the employees will be reimbursed $80.00. When the employees, tried to claim their $80, they were told, no, Air Canada made a last minute policy change and isn't going to honour the written directive they gave. This company pays absolute bottom bargain basement wages, and then expects employees already living under the poverty line to absorb the cost too of their further cost cutting. Shame on you Air Canada, shame!!!!! Without prejudice.

115 Aircanadasucks 06.17.10 at 6:54 pm

A website dedicated to the atrocious customer service by Air Canada towards its passengers.

116 Matthew 06.22.10 at 6:28 pm

Well, here is to hoping Air Canada follows through with its promises to employees and to customers as well.

Without prejudice

117 Matthew 06.22.10 at 6:31 pm

I am embarrassed to have worked for this outfit! Air Canada's delays and then lack of ability to help Customers, made circumstances so that an elderly lady I know, was lost at a connecting airport for many hours, wandering on her own, and all Air Canada could tell the people inquiring about her significant delay, is we don't know.

118 Matthew 07.09.10 at 12:43 pm

The cheap folks paid half of what they promised on paper to pay. Only HALF!!!

119 Matthew 07.27.10 at 3:48 pm

Please folks, stop spending money with Air Canada, and let it die!!!
Maybe, just maybe, some stunned management folk, might be like, oh, if only we had treated employees and customers like like real human beings, we might have done better. Shame on Air Canada, a national disgrace!!

120 Hart 08.01.10 at 8:32 pm

Air Canada sucks big time!!!! I was at the airport in Edmonton heading back to Toronto waiting for my turn at the checking counter, finally there was one person in front of me checking in, so I waited for my turn and I happened to be a few centimeters out of line to the right, the lady at the counter says to me, "hey, the lines over there" and I felt she said that because of the colour of my skin. I mean it doesn't sound like a big deal, and believe me it is not, but apparently being a little out of line at the AC checking counter can result in a public humiliation.
P.S.-Flew west jet from Toronto to Edmonton a few months later, a wonderful experience.

121 adessy 08.02.10 at 9:49 pm

we confirmed our flight tickets to japan…we get our luggage all and ready to go at the airport and they say we haven't confirmed our seats and all! so we had to delay our trip by a week.
and their food was horrible. once i got to japan, i vomited. plus, their entertainment sucks as well.

122 Matthew 08.06.10 at 3:41 pm

The nightmares with Air Canada's employee "services" (and I use that term lightly and also without prejudice) continue. I serious am surprised that these folks are able to tie their own shoelaces in the morning, let alone operate a company full of employees and customers as well.

123 Matthew 08.24.10 at 3:30 pm

Vote with your DOLLARS!!!! Support other AIRLINES!!!! This is the only way Air Canada will go under, once and for all. This was said above by another commenter.

124 chris 09.01.10 at 7:19 pm

For All you people that complain and blame employees that work for this company I start to wonder have you told anyone who you work for i expect that most of you are working class people of the highly over paid government which keeps complaining about how many more paid days off you need which comes out of my pocket or that your hrs are to long but yet your pay stays the same which the tax payer pays for or you dont have enough vac time you need more weeks off. most of the elite and super elite passengers that fly Air canada dont even pay for there tickets its the tax payer so those people should keep there mouths shut. Now i travel with ac all the time and they do a great job with me i have yet to have issues with the employees just the weather and the company rules which have nothing to do with ac its transport Canada that is another story of where some of your complaints can go..I have also travels with west jet and i will never again cant stand having my knees in my face when im sitting in my seat nor being crammed in a 737 piece of garbage plane i would rather have the room for myself than have to deal with the person beside me moving around because of the lack of room…

I guess what im trying to say is try to put yourself in the employees shoes and what they have gone through to keep there jobs just remember if all these employees didnt stick with there company you wouldnt have an airline to get you around and you the tax payer would be paying all 35 000 employees to stay home

aicanada is great keep up the good work get some more destinations and maybe try to talk to the people who run the company your employees..

125 Nicholas Robinson 10.09.10 at 6:56 pm

Open letter to Calin Rovinescu, CEO of Air Canada:
Dear Mr. Rovinescu,

I have a question for you. I used to work for Air Canada Cargo as their exclusive graphic designer during the period 1996 to 2001 under Claude Morin.

Here is my question: my nine-year-old son lives in Osaka, Japan, with my ex-wife. I used to be able to fly to Vancouver direct, then to Osaka direct.

Now no one but Northwest/Delta flies from Canada to Osaka, except through byzantine and circuitous routes.

When I used to fly from Vancouver to Osaka with Air Canada, the capacity was almost always 90-100%.

Why on Earth would you stop service from Vancouver to Osaka? Even once a week, it would be standing room only. I have to fly to Osaka from Montreal twice a year now, and I’ve had to completely abandon Air Canada. Do you really think I want to fly Delta? Don’t you want my $5,000 per trip?

I just would like to know the reason you don’t fly to Osaka, unless it’s exorbitant landing fees. You fly to Tokyo, don’t you? What could possibly be the difference of, say, 600 additional miles? There certainly can be no lack of demand. Osaka is Japan’s second-biggest city, and don’t you think they want to come to Canada too? It’s like saying, “Let’s drop YUL_SFO because SFO is too much bother, let’s just do YUL_LAX because it’s bigger.”

Now I have to board Delta, go to Minneapolis, then Seattle, then Osaka. That’s patently ridiculous. Why, as a Canadian citizen, should I be made to go through American customs and immigration just for passing through? And extending my trip another ten exhausting hours with an equally-exhausted 9-year-old son in tow?

You have a very nice airline, Mr. Rovinescu, an airline I had absolute loyalty to, that I worked for for five years, and I want to travel on it.

Once a week, it’s all I ask. I know you’re in the black with all the cutbacks, and now your planes are at 80+% capacity.

So why not consider my request of reinstituting the YVR_KIX route? You’d be doing a desperate father a very, very big favor.

Yours sincerely,

Nicholas Robinson

126 bob acker 10.28.10 at 3:19 pm

Wow ! Soooooo many happy (sic) Air Canada FORMER customers !

Add me to the list as well, afer an Executive-Class trip to Punta Cana last year that could not even supply blankets and/or pillows to the hand-full of Executive-Class passengers, but did have some for sale to the coach passengers. Add to the insult by instead allowing us to use the complimentary newspapers as blankets, and 45 minute waits to respond to service call for a hot cup of tea (the attendants were all busy selling duty-free items!). When service was offered, the service was condecending & rude. A five hour layover in Calgary forced us to nap on benches as there really was no point in trying to get a hotel room with such a short lay-over. Even access to the Air Canada lounge was denied us as they close that at midnight.

Air Canada Vacations refused to compensate us as they are not responsible for any actions of their contracted carriers. Air Canada acknowledged our concerns and admitted they fell way short of the expected norms and offerred a one-time discount for a future SCHEDULED flight, that does not apply to packaged vacations. Since we only do vacation travel, this offer is less than worthless.

Lesson learned is to NEVER again fly Air Canada or their affiliated subsiduaries ever agian if at all possible. Customer satisfaction and loyality obviously are not their prime concern.

Good news for Air Transat, Signature, & WestJet Vacations !!

127 Robin j 12.27.10 at 10:53 am

I'm listening to 2 aircanada flight attndts talk about how the company doesn't really mind when the captains sleep in they just delay the flights!!!!! Maybe they should care more about there reputation and there customers!!! I don't remember being on ab air Canada flight that wasn't delayed!!!! If west jet were cheaper I would have flown with them today. Air Canada does suck!

128 Ryan 12.29.10 at 1:09 pm


So many bad experiences, so much bad customer service. Sometimes I'll go back because I feel some sort of loyalty to our national carrier. After all, it's good to have a Canadian airline flying around the world, right? And I go back, like a wife to her abusive husband, remembering only the good things through a veil of nostalgia. And the trust is broken again, and again, and again.

129 Julianna 01.13.11 at 5:32 pm

Air Canada DOES NOT care about their customers… I filed a complain two weeks ago, called their reservation line, posted on their facebook page, faxed them my complain AND did not hear anything back from them!! Why pretend and put up these options when they just don't care!!

Lesson learned – NEVER fly with Air Canada again!!
The fact it's called "Air Canada" really embarrasses all our Canadians. If a foreigner experienced these kind of serviced, what kind of impression would they have about Canadians? Either brand new management comes in and take over, or the company go bankrupt and stops embarrassing Canada in the international airline industry!!

Here is my complain email to AC

First incident – I arrived at the airport at 7:10am and approached an Air Canada agent. At the time she was walking towards the weight scale to check the weight for a piece of luggage for another customer. I asked her politely if could check in for my flight, she said exactly "you missed the boarding time, the cut off is at 7:00". I replied "it's 7:15 now, could you check if the plane is still boarding please?" She said "No you missed the boarding time, you have to call Air Canada and reserve for a later flight." Then, she give me the number for reservation with a terrible attitude and temper. I thought I really missed the flight and sat in the chairs across the room from the check-in counter and called Air Canada reservation, thinking to myself "now I have to drag all 4 pieces of my luggages and backpacks back home and spend another $30 on taxi to get to the airport again. Or might have to stay at the airport until tomorrow morning". After waiting on the phone for about 5 minutes, I saw a girl running towards the check-in counter. I wondered if she is checking in for the same flight. I approached her quickly after she checked-in and she said she is on my flight! Out of this incidence, three things that I find extremely unacceptable. First, I was sitting right across the room from the check-in counter, the agent definitely saw me sitting on the chair and calling Air Canada. She should have approached me and told me that I can still check-in for my flight, but she didn't. Second, after she checked me in for the flight, I saw her checking in another two customers for the same flight. This means that I was definitely not late for the boarding time. Third, although on my flight ticket, it says the boarding time is 6:55 (refer to attached file), I did my due diligence to make sure that I will not be late for the flight by calling the airport in advance, and I was ensured that the flight will be delayed for about 30 minutes. As it turned out, my flight was scheduled to depart at 7:30am, but it did not depart until 8:30am.

Second incident – After checking-in, I went to security check point. One of my carry-on bag was overweight, so I went back to the check-in counter to pay for the extra luggage. (This time it is the another agent who helped me. Note that there were two female agents who served at the Air Canada check-in counters at the time). I said exactly "one of my carry-on luggage is overweighted, I don't mind paying for extra", she said "then throw everything out!" She was getting mad at me for no particular reason, so I said "I beg your pardon", she replied "if you don't want to pay for extra, then throw everything out". I said "you heard me wrong, I said 'I don't mind' pay for extra". Then she didn't apologize at all and said "put it on the belt".

130 Julianna 01.13.11 at 5:33 pm

Agree with Ryan!! Never felt such strong hatred towards an airline company before.

131 Sandra 01.22.11 at 8:19 am

Ac is the worst airline ever…I was delayed 17 hrs from Saskatoon to LA not because of weather but because they had mechanical issues. Turns out they don't employee mechanics in Saskatoon. They had to have one fly from Calgary with a part who couldn't fix it. So another one came with a part this took hours…AC staff is rude and does nothing to get connecting flights on another plane even when there were other flights on there planes with empty seats…Jason in Saskatoon was a rude ignorant jerk….they don't care because they know there is no consequences for there crappy airline….I missed my appointment in LA and they offered a 25% discount next flight. Which they can stick where the son doesn't shine…I will never fly with them again ever…When you complain you get a bs letter stating the times on your ticket are not set times if you can imagine…I was told by an AC employee that there planes have mechanical issues when the temp gets to -10 and colder….so is that the customers fault? Does the government know this? You betcha they do and they keep giving this airline bailouts with our tax dollars…what for? West jet is by far supior and i wish aircanada would bankrupt and disappear…they are a disgrace to even be allowed to be called an airline let alone use Canada in there name. So I have to at my cost book a new flight not with AC to go back for my missed appointment…it is time this airline was held accountable…try get away with to much…

132 Josh Mayfield 01.30.11 at 5:50 pm

I stopped flying Air Canada in disgust in 1973. In the next 27 years I flew all over Canada and the world several times without ever using Air Canada. When AC purchased Canadian Airlines in 2000, I had no choice but to begin to use them again – as sparingly as possible. I likely fly about 25 – 30 Air Canada flights per year now. In my opinion the management and staff at Air Canada are a collection of arrogant, asinine idiots and misfits. About the only thing that really occupies their thoughts is "How many days, hours and minutes until I get my pension?" Yes, there are exceptions – possibly 2.

133 ??? 02.13.11 at 2:19 pm

I love Air Canada. I don't know what's the problem. Air Canada is the airline that I mostly fly with. In my opinion the service is great. They have an excellent entertainment system with free movies and channels. Also, free XM radio. On westjet they charge you for movies and channels. They don't serve you food on short flights but who cares. You can buy a bag of chips for $3.00. Also, Air Canada is the only airline that give me a whole can of pop. They don't just give you a small glass. To conclude I think you should rethink your opinion about Air Canada

134 Al 07.20.11 at 7:47 am

Just paid $136 for SFX service Air Canada to PEI for horse semen to breed a mare. Farm delivered it to airport 8 hours before flight time and AC showed online it was on flight. It got here one day later and one day less potent. AC offered me $23 back.
If ever I need an organ transplant, I will know just to die instead. Someone needs to roll them back to true worth = minimum wage (unfortunately less is illegal)!

135 ed 11.29.11 at 10:55 pm

I just want to say that it is pathetic how bad this company is run! I mean you have to pay a baggage fee on your first bag! Who does that? Do they think you travel with no baggage? Once again I will only use this pathetic company to fly for free(kinda free I Guess). I don't know what the situation is on this company now a days, but I would like to know if they still get handouts from the Government? So here is to WestJet and there great service! And they don't over book either!!!!

136 Alex 06.07.12 at 3:01 am

I HATE Air Canada. They actually made me miss my flight due to poor counter service then blamed me. I was on time, and when I PAID for a second flight, I got to watch the boarding call for my first one after I went through security!

To retort their crap service, I wrote my own blog entry (satire) on their shitty service: Air Canada flaunts new "Don't like it? Eat shit!" campaign

I told them I would post negatively about them on the internet. They just told me to eat shit.

137 reasonable person 05.11.13 at 10:21 am

1. They are voted "Best Airline" by the majority. The minority comes on websites like this to complain.

2. "Husband" above has it right: if the quality of the food is low, or there is a shortage of staff, that is a problem of MANAGEMENT, not front-line staff.

3. It is a fact that humans lose a third of taste sensation when at higher altitudes. That is why the food "tastes bad" or is "bland". It's called biology.

4. You might be interested to know that AC flight attendants and counter reps are paid $11 an hour. Many flight attendants have to share rooms in order to pay the rent. Look it up (Air Canada Careers section).

5. Despite being over-worked (as noted above, MANAGEMENT does not adequately staff some areas) and underpaid, front-line staff are regularly forced to accept criticism for delays, "bad food" (see above) and other things that are BEYOND THEIR CONTROL. When was the last time you heard anyone _compliment_ an airline for good service/food/etc.? People that are traveling are notoriously grumpy (like yourselves) and tend to exaggerate (you traveled AC 7 times and they lost your bags 7 times? Okay, sure) or even lie in order to get upgrades.

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