Complaints

This profile includes complaints for Air Canada - Customer Relations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Air Canada - Customer Relations has 24 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Air Canada - Customer Relations

  Calgary, AB T2K 6J7

• 

  Air Canada - Customer Relations

  1 Harborside Dr Lbby 2 Boston, MA 02128-2911

• 

  Air Canada - Customer Relations

  6 - 5533 Airport Way Kelowna, BC V1V 1S1

• 

  Air Canada - Customer Relations

  6 - 5533 Airport Way FORMER: reportable Kelowna, BC V1V 1S1

• 

  Air Canada - Customer Relations

  PO Box 14000 Postal Station AirPort Air Canada Centre 1271 Saint-Laurent, QC H4Y 1H4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:25/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Air Canada booking reference: ****** I booked this ******* round trip on ****/25 in Premier Economy class. On ****/25, Air Canada downgraded my ticket to ordinary economy class. I request refund of the difference in fare between cabin classes. Air Canada refused. I filed complaint with my financial institution. In retaliation, Air Canada cancelled my ticket * days prior to departure. I did not cancel this trip. The ticket was cancelled by Air Canada. I have contacted Air Canada numerous times for refund. Today, I received notification that Air Canada will refund in the next few days. But the refund amount shown is $*** less than the amount I paid. The refund statement (attached) shows a $*** cancellation fee. I reiterate that I did not cancel the ticket. Air Canada cancelled. The cancellation was initiated and executed by Air Canada, not by the passenger. Air Canada should refund the full fare that I paid.

• Initial Complaint

  Date:21/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bags were delayed and missing on my flight home on air Canada. I followed all necessary steps submitted my claim and reached out. i got an automated email saying I would receive a response back in ** hours. It has now been over a month and still no response. I did receive my bags, however one of them was broken and cash I had inside was missing. I tried to reach out multiple times and continue getting no response. I also had to go out and buy clothes as I was unsure of when I would actually receive my bags.

  Customer Answer

  Date: 21/07/2025

  Hello,

  Yes I contacted air Canada within 3 hours. It has not been almost a month with no response back. If there is any other information I can provide. Please let me know. 

• Initial Complaint

  Date:15/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a round air ticket with Air Canada between ******* and ******. The returned date is on May ****, *0*5. Before the date on May ***, *0*5, I bought a brand new carry-on luggage from *****. At the counter of Air Canada at *******, the agent told me they can check-in my carry-on luggage since no more room on the airplane so I agree voluntarily though my carry-on luggage is in the right size to board.But when I am back and pick up my baggages at ************** on May ****, *0*5. It made me shocked. This new carry-on luggage has scratches and dents everywhere and one of wheel is almost broken and one of lock is damaged so I even can't open it. After I am back home, I try many times and finally open this luggage and find one of lock password switch is broken inside and it can't be reset any ******* the airport, I immediately contact one of luggage service with Air Canada. He didn't check and just said that air canada doesn't manage this with responsibility. That is the first surprise.When I am back home, I submitted a request by case number(****************** ) on May **. On June ***, I got a email from Canada Luggage Depot. They mentioned: "they were unable to find a suitable repair or replacement for your baggage. Your case file has been returned to Air Canada for further review".On July 14, I finally get a message after * months, the agent of Air Canada thought that "I am unable to consider your claim because the damage to your checked baggage is considered minor, does not affect its functionality and is considered normal wear and tear." It is really shocked me and feel extremely terrible for their decision and unfairly explanation completely because I have provided them all of evidence in photos with the detailed description and I also thought that Air Canada should be a reputable company to handle this small case easily. I don't expect they will have any solutions though. I have to file a complaint here as so upset for the service of this trip.Thanks.

• Initial Complaint

  Date:14/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was flying from ****** to ********** with my layover being in *******. I have a disability. It cannot be in the airport for long periods of time. The flight arrived to ******* on time, but my connection to Punta. Cana got delayed by over four hours at the airport, they gave me a meal voucher and I explained to them. I am not well enough to even stay in this airport any longer I need to leave. They promised that they would be giving me a full complete refund because they couldnt get me to my destination on time and I will be arriving to pubs Cana the next day instead of that same day that I was supposed to arrive I filed the complaint to Air Canada and they did not help me nor refund me even though thats what I was promised in the airport. This is how they treated somebody with a disability. They promised the world and said that they were gonna reimburse my hotel and refund my flight instead I got no refund for my flight and no reimbursement for my hotel. I am disgusted with how this has been handled. It has been over four months and there has been no resolution Back in December on a separate trip. I flew air Canada and they destroyed my bags and my three bags to be replaced and they still havent done this either do not fly this airline under any circumstance they promised things I will not help you. I also have proof that the website goes down because they tell you over the phone they cant do it you have to submit it and I have a video of it not allowing me to even submit the refund request. They make everything incredibly difficult because they want you to give up and just let them keep your hard earned money and thats not acceptable. This isnot how airline should be running, especially to those who are traveling with disabilities contact me immediately give me my refund! whats going on with my bag?? because I never got a refund for those damages either I want my hotel refunded and I want a real apology from this airline not a copy and paste message

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last March I booked return airfare from ********* to *********** with Air Canada for the dates of May **, 2025 & return June **, 2025. I bought travel insurance in the same booking. The first flights (Gander NL to ******* / ******* to ********) were smooth sailing on May **th, 2025.The flight from ******** to *******, on June **th, was uneventful. The flight from ******* to ******, however, was delayed by * *** hrs due to maintenance issues. This necessitated my having to stay the night in ******, and losing a day of work. Air Canada claims I am ineligible for compensation due to the fact that the delay was due to safety-related issues. All delayed flights are due to safety-related issues, are they not? They say there was an aircraft maintenance issue. How can this make me ineligible for compensation? I am deemed responsible for this? Especially as I bought the insurance along with the flight tickets. (Attached proof of purchase)

• Initial Complaint

  Date:30/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an airline ticket through Expedia for a friend stuck in Canada trying2 get back2 ******.The ticket was from Air Canada-Conf*************** *******************.The flight was2 depart Canada ************** arriving in ****** Germany *************PM.Edward was not allowed2 board.He raised a red flag because it was a 1way ticket& it was purch on a CC that was not his.They wanted verification of the CC.He was unable2 reach me.He had2 reach out2 his son for cash2 purchase another ticket2 head back2 ******.I contacted Air Canada& was told it was their policy.How was I 2know this?Expedia never told me this.I was told by someone in Cust Serv I would get a refund but now a supervisor who was not very nice said it was not their fault it was the fault of *********, which she spelled2 me.She claims they refused him access so no one is accepting responsibility.Yet Customer service said it was their policy.I have been passed around Expedia,I purchased insurance but it does not cover this situation.I feel I have been taken advantage of& I feel they owe me all of my money.Under the circumstances why won't Air Canada give me my money.If they do not tell me that I had2 be there and they knew I was purchasing a ticket for someone else why would they not tell me.Please help.I contacted Expedia, they charged me $500.for flight cancellation in order2 get money back but it was refunded back2 me after I called their Corp office but nothing was done about my ticket fee.Expedia claimed they were working w/Air Canada but each time I called back I got a different story w/a different person. I was getting a run around.This has been a big headache for me.I am retired& on SS& need my money.Edward was detained as he was a ******n Citizen yet resided in NH for ** years, this is due2 what was going on w/the new administration& he is now working w/the ******n Embassy. It is difficult2 reach him&when we do talk it's hard2understand each other.I've att what I rec'd once I purch the ticket.
  

• Initial Complaint

  Date:23/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Request for Refund Due to Extenuating Medical Emergency Dear BBB regarding Air Canada,I am writing to formally request a refund or reimbursement for the return portion of my ticket from Air Canada, which was revoked due to a no-show on my original outbound flight. I fully understand Air Canada's policies regarding no-shows; however, I hope they will consider the extenuating circumstances that led to my situation.Due to a sudden medical emergency involving my daughter, I had to urgently book an earlier outbound flight to ensure I could be present for her care. As a result, I was unable to use my originally scheduled Air Canada outbound flight, which led to the automatic cancellation of my return ticket.I did still require the return flight, as originally booked, and was dismayed to find it had been cancelled without an opportunity to explain or rebook. I was left with no choice but to purchase a new return ticket on another airline (Delta), incurring an additional and unexpected cost (about ***$).I have attached medical documentation confirming the emergency for Air Canada, and I kindly request that Air Canada consider a refund for the unused return segment or provide compensation for the cost of the replacement return ticket I was forced to purchase due to the cancellation.Thank you for your understanding and for taking the time to review this request. I would appreciate your consideration given the unforeseen and compassionate nature of this situation.Sincerely,**** ****** AIRLINE CONFIRMATION: ******

• Initial Complaint

  Date:23/06/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had $******* in my Air Canada wallet (AC Wallet) . I logged into book a flight and to my utter shock I only had $****** in my AC Wallet. From that $**** have been deleted (expired ) by the company. I want my money back please.

• Initial Complaint

  Date:20/06/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The actual incident is over a year ago, but the poor support has been ********** April 2023, I discovered that ****** Aeroplan points had been redeemed from my account in March 2022 without my knowledge or authorization. I did not become aware of this unauthorized activity earlier because the fraudster had changed both the email address and phone number associated with my account. The points were used to book two flights. Based on the booking reference numbers associated with the transactions and information required to fly, it should have made it straightforward for Air Canada to investigate and resolve the issue.I reported the incident to Aeroplan customer service immediately. During our first communication, the representative at the time gave a clear and confident response, assuring us that the issue is an open and shut case and will be resolved just in a matter of time. At that point, we had strong trust in Air Canada. Unfortunately, despite multiple follow-ups over an extended period, no resolution or meaningful response was ever provided. Due to the lack of progress, I escalated the matter to the Director of Customer Relations at Air Canada. While he did respond and indicated that the issue had been forwarded to the relevant management team, I never received any further communication or update from ******* has now been over two years since the issue was initially raised, but Air Canada and Aeroplan have failed to provide a resolution, explanation, or even basic acknowledgment. This prolonged silence and inaction are unacceptable, especially given the clear evidence of fraud and the long-standing loyalty I have demonstrated as a customer.I respectfully request the BBBs assistance in urging Air Canada and Aeroplan to:-Restore the stolen Aeroplan points to my account -Provide a formal, written explanation for the lack of response and delay in handling my case -Issue a written apology for the mishandling of my complaint and the distress caused

• Initial Complaint

  Date:16/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my husband *********** ***** are travelling from ******************************* 1 by Ir Canada flight ****** departure time ****am and ticket showed gate number ***. We were at the gate by**** AM. We get a message on my Husbands phone at **** am that the gate is changed to * ** and by the time we went there walking such a long distance with our luggage when we reached there they said boarding is done and they gave our seats to someone else. The lady at gate * ** told us that the earliest she can book us was at **** pm flight . And when we asked how they are going to compensate she said they cannot. So we went to the customer service desk and they also said they cannot compensate as the gates change all the time. But however he booked us on ***** flight.And again no compensation of any kind.I am confused as to in such short time how could they have given our seats to someone else and how they could not contact the attendant at Gate ** to announce that our gate is ********** now we are at the airport from ****am to ***** am.I request you and would appreciate if you can get us compensation for all the frustration and inconvenience caused by Air Canada.Our booking reference is ******.We paid$ *******