Old Feb 28, 2009, 11:05 PM
J Guinn J Guinn is offline
Join Date: Feb 2009
Posts: 5
Default How To Complain to Air Canada

If you ever have a complaint against Air Canada, make sure in your first complaint letter, that you demand compensation. Do not complain to the attendant, cabin crew, or to a clerk. Complain only in writing directly to their head office. If the say no, go directly to the Canadian Transportation agency website for air travel complaints and file a formal complaint http://forms.cta-otc.gc.ca/pta-atc/form_eng.cfm Do not start to negotiate.

If Air Canada tries to negotiate after you file the complaint with the CTA, do not accept negotiation. The only reason they try to negotiate with you is that they will offer you something less than you are legally entitled. Also they only negotiate to delay the process of you obtaining compensation. The AC lawyers try to justify their existence to senior management by saying they saved $n by negotiating a low settlement in comparison to what the CTA would have ruled on the matter according to AC's own tariffs. AC sees no value in maintaining good customer relations.

There have been many cases where an AC customer complains to AC personnel, and the AC person looses their temper or gets mad. Once this happens, all of the other AC staff in the area come to support their fellow member. Consequently, when the others come, if you do not start to apologize, and say you have made a mistake, you'll find yourself removed from the flight, maybe from the airport and potentially from all further AC flights too. All of the employees stick together, and they know if your complaint is true and successful, they will probably loose their job.

Go read all of the complaints against Air Canada at the Canadian Transportation Agency website.

After Air Canada has treated you poorly, the only way to get satisfaction is to file the CTA complaint. The CTA only wants to hear from you after you have tried to negotiate with AC. Your negotiation should be very brief, just one letter, with a large demand for compensation. When AC replies no, go directly to the CTA and file the complaint for the formal process, do not accept mediation or negotiations from the CTA or from AC, just continue the formal CTA complaint process.

The final word of advice is get names, addresses, phone numbers and emails of least 4 or more witnesses to the incident. AC will always find 3 or more employees to file statements with the CTA that will support their position. The AC lawyers are professionals and prepare written statements for the employees to sign. AC never admits fault or error.

Old May 10, 2010, 7:04 AM
disneypam disneypam is offline
Join Date: May 2010
Posts: 1
Default Thank you!

Thanks for the tip. I am steaming mad about treatment I received on a flight to London on Friday and your post was very helpful about how to proceed.


Angry in London
Old Nov 2, 2010, 12:31 AM
DonotflyAC DonotflyAC is offline
Join Date: Nov 2010
Posts: 1
Angry AC Customer Service - On Board

After a really bad experience by my wife on an AC flight to Los Angelos last year we never fly Air Canada. This year we have flown on Porter Airlines (best customer service in the industry), American, Delta, Lufthansa, El Al, United all provided excellent service. My wife has back problems and when she asked one of the flight attendants for help he told her in the rudest possible why that if she could not handle her carry without assistance then she should not fly with any carry on. All she had was a coat and a purse and she wanted help putting the coat in the overhead bin. The mistake she made was complaining to the AC staff on board. You are correct they all gang up on the passenger. Your suggestion to complain to Transport Canada is a waste of time as they did not even respond to our letter of complaint and neither did our own MP. AC seems to have carte blanche to do whatever they want. I was very upset when the federal government gave up our base in the middle east to protect AC's market share. AC needs more competition and until they get that competition they will continue to treat there passengers badly. We should have kept the air bases as they provide our service men and women with the level of service that they need and forced AC to compete for business with airlines that actually care about customer service.
Old Feb 22, 2011, 7:53 AM
frozenpuck frozenpuck is offline
Join Date: Feb 2011
Posts: 4

After my own share of bad experiences I wrote to there reservation complaint online. Of course they didnt even have the decency to respond. They act very much like the monopoly they have in Canada thanks to the governments help. When business is good they say screw you customers we dont care. When business is bad they cry to the Government and public to bail them out. What a disgrace of a National Airline.
Old Jan 19, 2012, 12:55 AM
Mabelchen Mabelchen is offline
Join Date: Jan 2012
Posts: 2
Default I have very bad experience with Air Canada recently

I asked the agent change my round trip flight from Beijing-Calgary to Hongkong-Calgary on Nov 4,2011, The agent only changed one way but charged round trip fees. I found this mistake on Dec 30, 2011 and had to pay another $320. I have to asked refund, they rejected because this mistake was found by me over 24 hours!
It's ridiculous! it's a monoply rules for all the customers!

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