Air Canada Customer Service Issues

Archive 22

The following are issues that customers reported to GetHuman about Air Canada customer service, archive #22. It includes a selection of 20 issue(s) reported June 24, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My son, Sergio André V. B., wants to fly from Toronto to Europe with Air Canada Airlines at 4:45 from YYZ Pearson Airport. I'm his mother, Adriana B. G., and I have custody of my son. He doesn't have my permission to fly due to the danger of COVID-19. His father passed away, and I want him back in Mexico, or he can stay in Canada. He is Canadian-Swiss and Mexican, a teenager under 18, 17 years old. Please contact me. Best regards, Adriana.
Reported by GetHuman-xangocan on Wednesday, June 24, 2020 2:12 PM
My son was denied boarding at Nassau Airport by the Air Canada Nassau manager on March 16, [redacted]. He visited the Bahamas from Canada, where he resides with a post-graduate permit. Despite having an eTA issued in Canada for his trip, the manager insisted he needed a visa to board, even though he clarified he was not heading to Canada but was a legal resident. Due to the COVID-19 pandemic, he has been stranded in the Bahamas. With the Bahamian International borders reopening on July 1, [redacted], he is keen to return to Canada but worries about facing another denial. Due to the lack of a US visa, Air Canada remains his sole option for his July journey back to Canada.
Reported by GetHuman4999759 on Friday, June 26, 2020 7:46 PM
Dear Air Canada, We booked two flight tickets from Tel Aviv to Toronto for July 16, [redacted], onwards which we had to cancel due to the current situation with COVID-19. Despite the cancellation being accepted, it has been over 90 days, and we are yet to receive our refund. When inquiring with Alice.co.il, we were informed that Air Canada has not processed the refund. As senior citizens over the age of 70, we kindly ask if the refund has been issued to the agency. Attached is our itinerary for reference. Thank you, Michael & Fany K. Email: [redacted]
Reported by GetHuman-mkrivosh on Sunday, July 12, 2020 11:04 AM
Last winter, we purchased two tickets for our grandchildren to spend a week with us in Florida. Booking no. for both: KM5FYH, Ottawa to Fort Lauderdale on March 13 and Fort Lauderdale to Ottawa on March 20. Due to Covid-19, we had to cancel. The ticket details are as follows: Gabrielle Haché...[redacted][redacted] Nicholas Haché...[redacted][redacted] Since March 12, when we were asked to return to Canada, we tried to cancel the two tickets. We were unable to reach Air Canada by phone or online. We attempted from Florida and our son, the children's father, tried from Canada, to no avail. On March 15, [redacted], we went to Fort Lauderdale airport. We couldn't speak to a representative. Finally, an attendant told us to go back home and rest assured. They promised a refund. The total cost of these two tickets was $[redacted].12, but we only received $[redacted].68. Visa directed us to Allianze. They said Air Canada offered us a credit which we allegedly declined. We would never refuse a full credit. On June 2, [redacted], I managed to speak to an Air Canada representative. They acknowledged the potential for at least a credit. They advised me to send a letter regarding this matter. Thank you in advance. We hope for a positive response. We have been loyal Air Canada travelers for years and hope to continue using your excellent service. Jeanne Haché
Reported by GetHuman-ajhache on Wednesday, July 15, 2020 8:24 PM
Hello. I had booked five flights from Montreal to Athens departing on August 22, [redacted]. Unfortunately, due to the cancellation of a wedding in Greece because of the COVID-19 pandemic, I had to cancel the flights through Expedia, even though they are Air Canada flights. Expedia is issuing me a credit for future flights, but it is set to expire in 24 months and can only be used for flights under the same name as the original booking. I have heard that Air Canada has offered other customers refunds or credit vouchers without expiration dates. Considering the high cost of the flights, the circumstances beyond our control, and the uncertain future of travel in the next 24 months, I would like to request to be considered for either of these options. I look forward to your positive response. - Sharlene
Reported by GetHuman-lapenski on Tuesday, August 11, 2020 4:46 PM
I incurred extra charges of $[redacted] to return early from Auckland to Canada due to Covid-19. I have requested reimbursement through my Visa insurance, but they require confirmation from my travel provider that my booking was non-refundable, non-transferable, and no credit was issued. I have filled out the form with Customer Relations, but there's nowhere to specify my needs. My original booking number is M7CR2I, and the additional charges for early return are under TBFXBJ. The insurance company has given me a 30-day deadline to provide this information before closing the case. I'm eager to obtain a letter or email from Air Canada confirming the non-refundable nature of my travel arrangements. This is crucial as I seek a refund for the $[redacted]. I appreciate any help. Thank you, Eleanor Marynuik.
Reported by GetHuman5216584 on Monday, August 31, 2020 4:46 PM
Good afternoon, My son, T.A. Piwowar, and I, B.N. Piwowar, were on flight # AC243 from Edmonton to San Diego with stopovers in Vancouver and Los Angeles. Our bags were inspected in Vancouver, causing us to miss our flight. We were rebooked on a later flight to Phoenix. Although we were assured our bags would be transferred to our new flight, they did not arrive in Phoenix. After filing a missing baggage report, we continued our journey to San Diego via Denver. Upon arrival, we contacted Air Canada customer relations and were initially unable to locate our bags. After much communication, we were informed the bags were on their way to Phoenix but arranged for them to be sent to San Diego instead. In the meantime, we were advised to purchase essential items and were told we would be reimbursed. We received our bags in San Diego after a cab was sent to retrieve them, incurring a cost of $80. As we returned to Canada, we are seeking assistance to recover some of the expenses we incurred, including medication and toiletries.
Reported by GetHuman-npiwowar on Thursday, September 17, 2020 8:29 PM
I recently received a notification from Air Canada regarding changes to my return flight details. Due to a shortened layover, I will likely miss my connecting flight from Frankfurt to Toronto on my trip back from KBP Ukraine. I am not seeking a refund; instead, I simply need to make changes to book another flight. My information is as follows: Olga Minayeva Expedia itinerary # [redacted][redacted]; Vancouver (YVR) - Kiev (KBP) round trip ticket. I would like to switch to a KLM flight departing on Friday, November 20, with 2 stops and a total travel time of 20 hours and 5 minutes. Departure at 6:00 am from KBP Ukraine and arrival at 4:05 pm in YVR Vancouver, Canada.
Reported by GetHuman-ominaev on Thursday, October 1, 2020 7:33 AM
I cancelled two flights for two people back in March and was informed that I would receive a 24-month travel credit. Recently, Air Canada introduced new travel credits that do not expire and can be transferred, allowing for more flexibility in usage. However, I was not aware that I needed to transfer my existing credit to this new system. When attempting to book a flight with my current credit, I was informed that I could only use the full amount for myself, even if the ticket cost was lower. As a result, I would need to pay the entire credit amount for a ticket. It seems Air Canada requires transferring to the new travel credit for these advantages, a process that takes 6-8 weeks. I plan to make this transfer promptly to avoid similar issues in the future. Thank you.
Reported by GetHuman5351604 on Friday, October 9, 2020 10:30 PM
I am incredibly disappointed by the treatment I received from Air Canada. After multiple long flights without the leg space I paid for, I asked for a seat upgrade in San Francisco only to be rudely denied by a manager. The plane was mostly empty, yet I found dirty seats covered in dog hair. I even have photographic proof. If I don't get a response and proper compensation soon, I will have no choice but to escalate this matter to the media. This is just a glimpse of the terrible experience I had with your airline. My contact information is as follows: Mobile - [redacted], Home - [redacted], Email - [redacted]
Reported by GetHuman-jimjbaga on Tuesday, November 17, 2020 4:56 AM
After canceling my flight and claiming insurance for the non-refundable amount, I provided proof of payment, my itinerary, and invoice to the insurance company showing the refund from Air Canada. Now, they require a document from the airline stating if a future travel voucher was issued. I need Air Canada to confirm no future travel voucher was given to proceed with my insurance refund. Can someone please advise where I should send a request at Air Canada for this documentation? Thank you.
Reported by GetHuman-rekhabh on Monday, December 7, 2020 1:19 AM
Hello, We took flight AC [redacted] from Montreal to Fort Lauderdale on November 27, [redacted]. The service, COVID measures, everything was excellent, we even arrived before the scheduled time! However, when we arrived at the gate for deboarding, everyone stood up all at once, crowding together. We were expecting a directive to remain seated and to exit row by row starting from the front. It was a very uncomfortable moment, especially for my wife who suffers from COPD (Chronic Obstructive Pulmonary Disease). Luckily, we don't have any symptoms and we thank you for providing this service during the pandemic. Pierre T. and Suzanne L.
Reported by GetHuman5533791 on Tuesday, December 8, 2020 4:12 PM
I will be flying to Athens, Greece via Paris on December 27th at 19:30 from Montreal. I need to get a COVID PCR test within 72 hours of my departure from Montreal with the results in English. Unfortunately, all private labs are closed on the 25th and 26th of December. The anglophone public institutions are unable to guarantee that I will receive the results in time due to the holidays. I have come up with 2 potential solutions: 1) getting the test done 80 hours before departure with results in English or 2) getting the test done within 72 hours with the results in French Is either of these options acceptable? If not, what do you recommend?
Reported by GetHuman5574422 on Monday, December 21, 2020 5:39 PM
To the concerned party, I am writing to address an unfortunate incident that occurred during my recent travels on flight AC870 followed by flight AF566 to Beirut on December 22, [redacted], with my two young children. Despite the challenges posed by traveling in the midst of Covid-19 with children, I managed to board on time with a total of six luggages, including two additional suitcases for which I paid $[redacted] plus tax. Regrettably, one of my suitcases, the most crucial one containing my children's essentials, did not reach our destination. After several days and numerous international calls, I discovered that this luggage was never loaded onto the aircraft by Air Canada. The situation has led to significant inconvenience, particularly as perishable items are now spoiled, and my children's Christmas has been affected. Given these circumstances, I kindly request the immediate delivery of my missing luggage, identified by reference number BEYAF20542. Furthermore, I appeal for the waiver of the $[redacted] luggage fee in light of this distressing ordeal. I adhere to all safety protocols post-travel, which is why my children and I are currently in isolation, making it challenging to replace the lost items promptly. I trust that the necessary steps will be taken to rectify this situation promptly. Your cooperation in ensuring the luggage's prompt arrival and the refund of the luggage fee is greatly appreciated. Thank you for your attention to this matter. Sincerely, J.A.M.
Reported by GetHuman-faakaaf on Monday, December 28, 2020 4:24 AM
Dear Air Canada, After three unsuccessful phone calls with your agents today, I have filed a complaint with the Canadian Transportation Authority regarding our cancelled flight from Toronto to Calgary on February 7th. Our connecting flight home was abruptly canceled, and the alternative options provided by Air Canada are unsuitable with significant layovers. Despite my requests, they were not able to find us another flight on Air Canada or with their partner airlines to get us home on the same day. Additionally, they refused to provide a hotel for the overnight stay in Toronto they are forcing upon us. I believe Air Canada's actions are unacceptable, especially considering the lack of effort to rebook us on an alternative flight or assist with accommodations as required by regulations. Their refusal to refund us after canceling the flight is simply unfair. I urge you to hold Air Canada accountable for neglecting their responsibilities and mistreating their customers. Thank you, Joan and Peter Crockatt
Reported by GetHuman5633107 on Friday, January 8, 2021 8:29 AM
I recently had a flight to Nairobi with a short connecting time. Unfortunately, delays at customs and security, along with a missing bag, caused a lot of stress. The airport staff's lack of assistance made the situation even more frustrating. I was eventually sent back to New Jersey and I'm still waiting to hear about my bag. Despite the challenges, only a few individuals were kind and understanding. The experience was so unpleasant that I had to spend the night in the cold airport, which was particularly difficult for me as an anemic person. The flight itself was also uncomfortable, with a last-minute seat change and no prior notice about bringing a blanket. I am feeling anxious about my upcoming rescheduled flight next week.
Reported by GetHuman-wendykar on Wednesday, January 13, 2021 11:40 PM
Dear Sir, I am writing to express my deep disappointment with the service provided by Air Canada regarding a recent flight change for one of my relatives. The original booking, which was paid for, was altered without any prior notification or consent from the customer. When we contacted your team to address the issue and request a change to the return time from Los Angeles, we were informed that we would need to pay over $[redacted] for the modifications. This situation is quite upsetting as we did not request these changes, and they were implemented by Air Canada without consulting the customer. The direct return/round flight from Calgary to Los Angeles that we initially booked has now been altered to include an unexpected stopover. We are requesting that the airline reconsider this change and find a suitable solution for the customer. Thank you for your attention to this matter. Sincerely, Charles O. on behalf of my relative
Reported by GetHuman5664329 on Sunday, January 17, 2021 4:43 PM
Dear company, I am experiencing frequent flight changes that are causing inconvenience for my upcoming trip. My departure flight from Paris to Punta Cana now includes additional layovers, departing one day earlier than planned. This alteration was unexpected as I originally booked a direct flight with minimal layovers. The revised itinerary with more layovers is challenging, especially with my three children. Similarly, my return flight from Punta Cana to Paris via Montreal has been modified, extending my stay in Canada by three days due to the new schedule. Given the current Covid restrictions, this change poses difficulties as I am not permitted to remain in Canada. I am reaching out to request assistance in securing a more suitable itinerary for both my departure and return flights. I would appreciate it if my departure flight could be rescheduled for the 12th with the added layovers. For the return journey, a direct flight with only one layover between the 22nd and 28th of February would be ideal. Thank you for your attention to this matter. Sincerely, MOUZOURI Samia
Reported by GetHuman-samiabad on Thursday, January 28, 2021 4:07 PM
My name is Gervaise Jerry Young. My Aeroplan number is [redacted] [redacted] [redacted]. I have been a loyal Air Canada customer for many years, choosing to fly to various destinations with your airline. Recently, I discovered that all my points were taken away because my account was inactive. I always made an effort to keep my account active, even using it at Home Hardware instead of getting a better price elsewhere just to use my Aeroplan card. I am deeply disappointed by this situation. It's disheartening that after enjoying traveling with Air Canada for so long, I am now contemplating switching to WestJet and sharing my experience with my friends on social media platforms like Facebook, Instagram, and YouTube. It's unfortunate that my loyalty seems unappreciated, but this issue means a lot to me.
Reported by GetHuman5733978 on Monday, February 8, 2021 7:18 PM
Hello, I recently booked a business trip to Dallas, Texas through EDreams. I received an email stating that my return flight on March 29th has been canceled by the airline. Upon checking with United Airlines (the airline for my outbound journey as well), I noticed they rebooked my return flight, but the new schedule doesn't suit my needs. I'm reaching out as EDreams mentioned I could get a refund for the return flight. My surname is Miller, and my trip is scheduled from March 23rd to March 29th, [redacted]. I would appreciate a prompt response to resolve this matter. Thank you.
Reported by GetHuman5829242 on Wednesday, March 10, 2021 9:29 PM

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