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I have been a very frequent customer of Air Canada for years, I didn't have too much of a choice as they were the only ones who flew direct to the UK and I made quite a few trips a year to visit my husband as we lived apart for many years.
I'll start with the most recent problem. This past summer (2013) my brother was getting married, and since I live in Scotland I needed to book a flight back to Canada to attend the wedding. Due to my visa application renewal my passport didn't come back in time for me to make this trip, so I called Air Canada to change my flight dates to December. I spoke to someone on the phone, which took quite a bit of time but eventually we got all the stuff changed over. I told the agent the dates I wanted to fly (27 December to 13 January) and paid the fee to have my flights changed. Being that I said the dates, and they confirmed the dates with me over the phone, when the itinerary came to my email I didn't check the dates (I do take ownership of that error).
Now let's go to 17 December. I check my email and I have an email from Air Canada saying that I could do online check-in. Thinking that was a strange email to get on the 17th because I was flying on the 27th I opened it and saw that in fact my flight had been booked on the wrong day. Again, this is where I will take some of the blame for not looking at that part of the itinerary, but you do have a slight amount of trust with the agent on the phone that they can correctly book your flight dates. If I had to option to change my flight online I would have done that and this problem wouldn't have occured...but Air Canada doesn't let you change most flights online, unless you upgrade to a higher level. I'm not made of money, I can barely afford the regular ticket price let alone upgrading.
So the 17th was not a good day for me, I rushed home from work and called Air Canada to change the flight to the right day. I spent 45 minutes on hold to get someone who told me that the ticket office wasn't open yet and that I had to call back in two hours. I go back to work and leave again 2 hours later to call Air Canada back. This time I spend over an hour and a half on hold to get someone on the phone who wasn't helpful at all. They blamed me for the mistake and said that they would have to see if they could change my flight. After another 30 minutes on hold they came back and said they could change my flight but I'd have to pay the fee. By this time I was tired and annoyed and said fine. I paid the fee to move my flight AGAIN, which to me I shouldn't have to pay since I wouldn't have had the fee if they booked the flight on the right day to begin with.
I sent a letter to Air Canada asking if they could refund the second fee as it was their mistake to begin with and I have now had a respone saying that they are not going to help me out. I told them that I didn't want to fly with them any longer and would use other airlines from now on, but they give me a 15% off code for their flights as compensation. I will be writing back saying that's not good enough and that since the original error was theirs that they should pay me back my money for the flight.
I would also like to point out that the staff on the flights weren't always helpful either. On the flight leg home we were in a fully booked flight (because Air Canada has decided to cut down their services and force people to make flight connections instead of doing direct flights) the staff were rude and unhelpful to many of the passengers. Granted it was busy but the rolling of eyes and huffing and puffing about wasn't fun to watch. Pretty unprofessional.
If you can avoid Air Canada, I would say do it. There are other options now that aren't charging as much and hopefully treat their customers with more respect.
C'était notre premier sejour pour le canada en famille et nous avions choisis air canada
l'aller était parfait, repas servi peu de temps après le décollage de roissy, ensuite rafraichissements régulier et wraps juste avant de se poser. Organisation parfaite et personnels souriant et courtois. j'étais coté hublot et vol de jour.
Pour le retour j'avais inversé avec l'un de mes enfants et pris le siège coté couloir, cruelle erreur. j'ai eu le droit de me faire marcher sur les pieds par les gens se rendants au toilettes, pris le chariot repas poussé par l'hotesse dans les genoux, bousculé régulierement et derniere torture " le dejeuner continental ! " c'est quoi cette horreur, après la qualité de l'aller enorme deception, une part d'une chose proche du gout d'une brioche, un café et.... c'est tout. le personnel est toujours aussi sympa, mais coté repas au retour la prochaine fois je prevois.
I forbindelse med en 4 ugers rundrejse (2voksne og 2 børn) i USA i sommeren 2012, var alt vores bagage (3 kufferter) væk i 6 døgn. Vi fløj København - Toronto - Los Angelse. Allerede ved mellemlandingen i Toronto, var vores bagage væk. Da vi landene i Los Angeles fredag aften oprettede vi en baggage claim og fik så udleveres et telefonnummer til Air Canada's customerservice (et call-center i Indien). Dem hørte vi så intet fra overhovedet - altid os der måtte ringe for at høre status. Da vi ringede til centret søndag aften, fik vi oplyst at bagagen nu var fundet og ville blive leveret til vores campingplads sent søndag aften eller mandag morgen. Der kom ingen bagage - da vi så ringede til centret igen tirsdag morgen, fik vi så oplyst at vores baggage claim var blevet lukket, idet bagagen var blevet leveret. Eftersom vi ikke havde modtaget bagagen, spurgt vi hvem der havde leveret bagagen, hvortil den var blevet leveret og hvem der havde kvitteret for den. Dette kunne ikke oplyses - hvis vi ikke havde modtaget bagagen, måtte vi oprette en ny baggage claim. Hele onsdagen brugte vi i lufthavnen i San Diego for at tale med Air Canada personale ansigt til ansigt - i stedet for blot en telefon stemme fra Indien. De kunne dog ikke spore vores bagage, og da vi forlod lufthavnen onsdag eftermiddag var sidste kommentar fra personalet, at de ikke vidste hvor vores bagage var. Vi besluttede os for at køre videre torsdag morgen og brugte resten af onsdagen på at købe tøj og sko til alle 3 familiemedlemmer. Torsdag morgen (6.dagen) da vi gik ned for at tjekke ud fra campingpladsen fik vi oplyst, at vores bagage var blevet leveret i løbet af natten. Hele bagagen var intakt -. men der var intet som helst på bagage, der indikerede hvem der havde leveret den. Efter hjemkomst til Danmark kontaktede vi Air Canada - både i Canada og Danmark. Vi havde ikke haft den rejse vi forventede, måtte bruge 3 dage mere i San Diego end planlagt samt at alle 5 dage i San Diego stort set kun blev brugt på vores manglende bagage. Vi anmodede om en eller anden form for kompensation, men modtager bare en kold skulder. Air Canada er sikkert et udmærket flyseslskab, når tingene fungerer som de skal - men ved uregelmæssigheder, har de ikke styr på noget som helst. Ved fremtidige rejser til USA/Canada vil vi til enhver tid søge andre flyselskaber hvis muligt,
Costumer service was so so, the airplane I got was a bit old and very old compare to SAS. When my plane from US was delayed and the alternate airplane also was delayed, they gave me a fantastic 5 Star hotel room. I will use them again but will look for better deals first.
Having travelled across the pond about 30 times in the past two years on virtually every US, UK and Canadian based carrier that flies to Britain, I'd say without hesitation, Air Canada currently has the best service, nice up to date cabins and often some of the best fares. I wouldn't worry about connecting in Toronto, Montreal of Vancouver to get to the states. Decent airports, and easy connections.