Flight canceled and rescheduled three times. The messed up the rescheduling and there wasn’t a customer service desk at the airport to help resolve. The rescheduled flight had such a tight layover that my baggage didn’t make it, and now I have no luggage. This after waiting an hour after deplaning with the rest of the passengers for our bags are baggage claim before the first bag came out. Again, no customer service counter. When I call, the IVR keeps saying go to the customer service counter at the airport, which they told me doesn’t exist at the airport, a frustrating catch 22. No one has answered after 20 min on hold. I will not fly with air Canada again.
Communication needs to be improved. YUL was training a new x-ray operator. It took 45 minutes for 8 people to go through the security line. The airport was understaffed. Notifications that the Air Canada flight was delayed was not communicated to passengers waiting at the gate until after take-off time lapsed -twice. There are not enough Air Canada gate agents to staff counters. Boarding was slow as passengers who had complicated “issues” with documentation were dealt with one at a time instead of being “triaged”, holding up the single line of boarding passengers. The flight itself was fine. No one employee is at fault. There are systematic issues with Air Canada management that impact the customer experience. These problems represent management and leadership failures.
Cons: "The plane was delayed due to waiting for people to clear customs."
Pros: "Movie options were good. Nothing else."
Pros: "Air Canada is always a great travel experience."
Cons: "The food is terrible. It's the worst I've had from any airline."
Pros: "Did not board because you screwed up my reservation"
Cons: "Not screwing up my reservation!"
Pros: "Crew was responsive"
Cons: "Late departure, sitting on the tarmack for hours, most uncomfortable seats"
Pros: "It appears that Air Canada is doing the correct thing for passengers who have reserved their seats in advance....after many years of not applying their written policy of making them board after business class/disabled passengers/passengers with young children, they have created Zone 2 boarding which permits passengers with reserved seating to board immediately after them, therefore guaranteeing them overhead bin space. As we all know, a lot of passengers board with much more than one carry-on, which is a plague when boarding."
Pros: "Exit seating with more leg room."
Cons: "No power plugs in a 4h+ flight is not acceptable. That should be standard for every passengers. Unclean seats. General abrasiveness from some of the staff."
Pros: "The flight boarded quickly and even though we were at the back of the line there was still overhead bin space for our carry on luggage. The in-flight entertainment worked well on our iPads (no need to rent one) and the stewards always had smiles on their faces. The flight left on time and landed a few minutes early which is a bonus when you are on vacation."
Pros: "Free soft drinks /tea On time nice staff Clean cabin well organized"
Cons: "No free food Completely booked. no video monitors"
Pros: "The extra $50 seats were roomy."
Cons: "Flight was delayed and no one knew why!... Plane had been sitting ready at the airport for hours. Novice flight attendants, they each picked on different things others missed just before them. No consistency, seats left reclined during takeoff and landing for example. One way there was drink service once even though it was a smooth flight and the return had drink service twice even though it was bumpier! Entertainment does NOT work on androids, it is NOT the AirCanada app they tell you to download prior to the flight, it's an AirCanadaRouge.pk file that needs to be downloaded in flight! Which means we're stuck paying for the iPad and of course only with cc because there's no wifi for debit cards.... AC needs to stop this insanely mediocre and yet expensive monopoly."
Pros: "Crew is always courteous"
Cons: "I barely made it on time because my prior flight was delayed"
Pros: "We had a trip planned for Las Vegas on the Wednesday following the sad and tragic shooting at the Mandalay Bay hotel. We were planning to be at the Luxor next door. Because of this proximity to the horrible scene we could not see completing this trip. The Air Canada staff understood and accommodated our need change plans. They arranged for us to fly directly home rather than to our planned stop in Las Vegas."
Pros: "No built in entertainment systems. YES PLEASE. Built entertainment systems take up room, sometimes have screens that can't be turned off, and some generate a lot of heat. So glad they were removed. The built in streaming service is a much better solution. Crew was fine."
Cons: "Seats are just ridiculously close. This makes boarding take longer. I don't think emergency evacuation is feasible. Have seats this close been tested for evacuations? Knees-touching-the-seat-in-front close. Taller people can't sit with legs straight in front. Eat before your flight."
Cons: "Worst leg room I have ever seen and I fully over 20 + times a year!"
Pros: "Love, love, love flying on a Dash-8. Perfect size plane provides flying without all the hassles. From check-in to baggage pick-up, our flight was perfect. Thank you Air Canada for an enjoyable experience."
Pros: "I appreciated that the plane left as scheduled, had plenty of legroom, and was attended by professional and gracious personnel."
Cons: "THe previous flight that we took, on June 20th, from Las Vegas to Toronto, was cancelled at the last minute. As we had a tightly-scheduled flight to Amsterdam, we missed that connection. There was no notification given prior to the cancellation, just suddenly came up on the monitors at McCarren Airport. No explanation was offered. THe flight that we were transferred to arrived in Toronto too late to get us onto our Amsterdam flight, and so Air Canada personnel gave us vouchers for food and tried to book us a hotel room. We were ferried to 3 hotels, and turned away at all of them, an dwound up sleeping on the flor of the kid's area at TOranto Airport. we finally got to Amsterdam a day late.and had our trip upgraded to business class for our trouble. I have no quarrel with the treatment that we received from Air Canada personel. THey were very patient and gracious, in spite of a number of irate passengers in the same situation that we were in. However, the failure to have accomodations for stranded travelers was exemplary of poor planning on the part of administration, not personnel. I am really torn as to whether or not to use Air Canada again. WHen it is good, it is very good, but when iit is bad, it is the worst that I've ever experienced."
Pros: "It's Vegas, what's not t like!"
Cons: "Plane ride home after 4 nights in Vegas..."
Pros: "Absolutely nothing."
Cons: "No flight attendant came during the entire course of the flight, even after I had pressed the button for one. One flight attendant was extremely hostile. Horrible experiencing flying to Vancouver from Vegas."
Cons: "There was a very long line to check in, the gate was changed prior to the flight, we couldn't get to the gate because the doors were locked, we had to stand there waiting for 30 minutes, and the flight was delayed by 90 minutes"
Cons: "Disgustlingly rowdy, drunk, loud, and vulgar passengers unchecked by the flight crew."
Pros: "Nothing. I spent the whole 5+ hour flight cursing (in my mind) the entire Air Canada executive team. This was my first, and will be my last trip on this horrible airline."
Cons: "Not enough leg room. I'm assuming that all Air Canada executives are either very short people, or they've never tested their product. I've never flown on such an absurdly uncomfortable airline seat configuration, and I fly over 100,000 miles a year worldwide (including discount airlines in China!). If you have long legs, and your flight is more that two hours, DO NOT fly Air Canada Rouge. You've been warned!"
Cons: "When I am willing to purchase overpriced food on a plane, please at least have what I would like from the menu. On my flight to Canada and from Canada to Las Vegas I ordered food and had to settle on what they had available because I was so hungry. As soon as I asked for food, the crew should know what is and isn't available. Food was ok, whoever shot the pictures for the menu did a fantastic job of making it look good. Chicken wrap was good."
Pros: "Crew were nice."
Cons: "I had a window seat and there really wasn't a lot of leg room because of how the body of the plane curves. Food was ok. Not a lot of elbow room to eat."
Pros: "It got to Vegas on time and my luggage was there, too."
Cons: "Rouge has less space per person than Spirit. I never thought that could be possible."
Pros: "I had leg room where I was seated. Short flight."
Cons: "I had to be moved a second time during my travel. No entertainment. So far, the most uncomfortable connection Ive had in my trip. The emergency door i was sitting next to was leaking water, which kinda worried me."
Cons: "Kayak failed to notify us of a change in our flight of four hours and change of route"
Pros: "The personnel were pleasant and efficient."
Cons: "AC Rouge domestic flight was horrible. Tiny seats that reclined about 1.5 inches jammed together. Not that size plane's original configuration I'm sure. Absolutely miserable. The personnel were all very nice and competent--I felt sorry for them having to work in such an environment. I've been in small African airline's planes which were small but not that uncomfortable."
Pros: "Airline attendants were fantastic. Boarding was efficient. I never tried the food so I can't attest to that."
Cons: "Space was so cramped it was crazy - I had a prior Air Canada flight experience that was very comfortable, but if I was 6" taller in this flight I would have been pissed."
Cons: "Spending the entire flight with my knees wedged into the the back of the seat in front of me was painful. I'm 6'2" which is not unusually tall. So greedy and careless for Air Canada to put the seat rows so close, selling an extra row of seats while causing pain for all the tall passengers."
Pros: "I liked the flight"
Cons: "There was no space around your seats No free food or snacks offered, just soft drinks No big screens for watching movies Not enough bathrooms"
Pros: "The flight was on time and efficient"
Cons: "The seats have gotten so small and the rows are so close together that you feel like so many sardines in a can. The airlines have added extra rows to these planes to increase their revenues at the expense of the customer."
Pros: "food and beverage service"
Cons: "Lack of organization at boarding; zones need to line up in specific areas and board sequentially. Boarding was chaos."
Cons: "No leg room, no tv's and no chargers."
Pros: "Attractive and competent flight attendants What a soft landing"
Cons: "Water tasted off Leg room inadequate for 6'1" person French safety demonstration Restrictions around wearing headphones"
Pros: "Plane was on time and flight was comfortable."
Cons: "There was no free food - that would be impossible in Europe."
Pros: "I wish I would have been entitled to check at least 1 luggage without a charge"
Cons: "The staff was friendly"
Cons: "There was no TV on plane , the seats uncomfortable"
Pros: "They were on time. We weren't told of any mechanical issues with the plane that could cause delays. Stewardess were helpful and courteous."
Pros: "Clean airplane Helpful crew Overall great experience"
Pros: "Fast and easy check in"
Cons: "The security at the airport kept calling me a prostitute and verbally harassed me at the secondary inspection room. They looked down on my because I'm an orphan. Plus my luggage got lost as soon as I landed on Vegas, the staff were rude to me and gave me attitude."
Cons: "Bought this trip last minute as I had a meeting to get to the next morning and there had been an issue with my other flight. Arrived early for the flight at 6am in the morning and was told it wasn't going until 2.40pm that afternoon because of a maintenance issue. Was not notified, air canada said it was a non refundable ticket and I missed my meeting. Terrible service and they were not flexible at all. Only bought this new ticket because my existing ticket was not able to get me to my meeting on time, so it was a complete waste of money"
Pros: "I haven't flown in a while and used the USB and 120V outlet with was supplied."
Cons: "As the plane was changed, I needed to check my carryon bag as there wasn't enough space available."
Cons: "Time it took to board"
Pros: "no entertainment no food (or to pay snacks , but cannot call that food ) seat designed for kids price average , even not cheap"
Cons: "I have nothing to say about the flight, was good enough."
Cons: "Media player change wasn't advertised"