Opinion Of Air Canada

[wee-haggis]

I have recently been involved in some heated discussions on the Transportation boards as to the pros and cons of Air Canada.
Whats your opinion ?

 

[dvcdisney]

I refuse to fly with them. I do not believe they care about their customers. If there are no problems with the flights, they are like everyone else. It has been our experience that when there is a problem or an error, they don't really care. For instance, on one of our flights from Disney, the flight was delayed for some reason or other (not a problem since I have yet taken a flight with them that wasn't delayed, so I expected this). But unfortunately our connecting flight was not delayed. My husband called and asked if they can hold the flight since there were quite a number of us connecting and maybe ask when we depart that those connecting with this flight be allowed to leave first. They said that is NEVER EVER done and it is against their policy. (By the way, the only reason he asked was because the AC agent at the check in desk had told him to call the central reservation and request this. We wouldn't have thought to request this.) So, that's fine, we understand. We asked them if we could get the next flight and they booked us on it. By the time we finally left, we were going to be late for the next flight. So when my husband went to the gate desk, the AC agent told us that they know and will accomodate us with a different flight. Sounds good! But we did ask if they can do it there and the agent said that she didn't have the capacity to do it there but when we land, we can go to the desk and explain. Okay..This is getting to be more trouble. But, we decided okay, that's what we'll do.

So when we landed, we were in for a shock. After the flight attendant had announced that we had landed but to remain seated, she proceeded to announce that she asks that the 4 passengers on the plane be allowed to leave First because they were holding a flight (yes another AC flight) for them. So of course, our reaction was . And we did hear quite a few people whom we spoke with comment. There were at least 6-7 families that we knew of that was in our same situation. We landed with about 20 minutes before our scheduled flight, we ran to the desk and ask if they can hold our flight. NOPE. They said they don't hold flights.

And it doesn't end there, when we told them what the agent told us about putting us in a different flight, they just stared at us and said, that is not true and that we must have misunderstood. The couple behind us started screaming and saying, NO...they were told the same thing. So how do you think they handled it. No, they didn't find us another flight as was told, they didn't give us a refund.(However, we did receive a $50 credit for the next flight - which was transferrable - I made sure because that was the last time we were flying with them). There were other flights with other airlines and they said they wouldn't put us on it. (I know they could because a friend of ours was able to do this.)

What they did was put us up in a really disgusting hotel and gave us a $10 voucher for food - not each - $10 for our family of 4. Which by the way, apparently was better than what others had received. Some didn't get the voucher or $50 credit.

No, it doesn't end there. They had put us on the early flight (I think it was 7am and we had to be at the airport for 4:30am (keep in mind we had two young children) and when we checked in, we had no seats. Then they said that they could definitely put us in a later flight and assigned us the seats at a 2pm flight. This was in no way reassuring since we had been told that already.

So, you see. I don't trust them. I will not fly with them. They don't care about customer service. I will however admit, it's been years since I flew with them. But I don't want to even take the chance. Their fares are lower than the others, but not worth the hassle.

By the way, I don't really know what to vote for in the poll. I had more than a few bad experiences and I don't deal with them anymore, but I don't think they are totally useless.

 

[macaronigal]

Not sure which side of the AC fence you are on (don't really care) but I have been in the travel industry for over 20 years and flown nearly every North American airline and they are all the same. They have good employees, they have not so good employees, they have OTP issues, they have weather delays, they have equip changes.
For every horror story I have heard about AC I have heard a story about an AC employee going above and beyond.

Like everything else in life it's all relative.

 

[mtmbyck]

I like Air Canada and when at all possible I do book with them but price will always be my motivation! That being said, I flew United a few days ago, Orlando-Toronto and they made me pay for each bag I checked, and I had to pay if I wanted to be anywhere in the mid-front of the cabin - not first class but just in rows 1-12!!

United had no TVs or music, no headphones were offered, and the plane looked right out of the 70's!!

Every AC flight I have been on is sleek and new looking, TVs on the seats, free movies, just overall a better experience.

 

[Susan2771]

We flew with them last month to WDW and also back in Dec 2006 to WDW and both times it was fine. We didn't go out of our way either time to specifically book with AC, it was just they had the flights for the dates and time of day that we wanted. We also needed the flights to be non-stop. The staff from beginning to end was fine, service fine, and we took off and arrived on time each time. Of course they weren't the least expensive option but they were able to meet our needs.
The only thing I found aggrevating with them was the confusion at terminal 1 Pearson and to check in at the machines. Many passengers had no clue as to what they were suppose to do and there was no one available to answer there questions or help them through the process to get their boarding pass. Then once you are done dealing with the machine, you need to go to a second queue line to wait to deal with the baggage and there was no line up set up for this, passengers were coming form all directions to get through the one entrance for this queue and only 1 AC employee to deal with this large mass of confusion. You had to get by her to get in, but she is busy dealing with passengers not knowing how to work the machines, others not even aware they have to get their boarding passes first, those of us with boarding passes are trying to get through with luggage, strollers, etc and people of course are rudely pushing others around. So that was a turn off. Either they should have more staff to help deal with that or figure out a better system to control it.

 

[minnie56]

Just flew them to Rome Sep 22-Oct 8
They were very good, Flights left ontime, early from Rome in fact. Meals were fine, Wine and Liquor offered multiple times, ice cream, Meal and snack provided. In seat TV screens with current movie choices..What can I say?

 

[bavaria]

• AC has the best ontime performance over 10 major US carriers
• fares are lower on several routes/dates than Air Transat or WestJet
• AC has converted 85% of its fleet to the new 'look' and will complete the rest shortly
• AC has an excellent route network both within and outside of Canada
• Star Alliance is the largest and most comprehensive alliance
• AC has innovative products such as the Pass system and the a la carte pricing model
• AC has recently implemented self bag tag stations to improve speed and efficiency
• Aeroplan is one of the most diverse loyalty programs in terms of earning and spending options and Aeroplan offers access to flights blocked by other carriers such as UA, allowing members more access to more flights
• AC does not charge a 1st or 2nd checked bag fee
• AC enforces its own guidelines for carry on luggage thereby making boarding more efficient

OP was involved in thread in which some claims were made and subsequently disputed with facts. If anyone cares to read it http://disboards.com/showthread.php?t=1977595

I fly almost every single week of the year around the world, and Air Canada is one of the better carriers. They have an excellent reputation around the world, although they are just one of many airlines people love to hate.

 

[CR Resort Fan 4 Life]

My vote was for They Are Pretty Good....Just As Good As The Other Canadian Competition. The main reason we are flying with them this December when going to Orlando is because my Dad had enough Aeroplan points for 3 seats, so it's better then paying full fare. Of course there is still all those extra fees that still need to be paid, but those fees would not come close to the actual cost of purchasing 3 seats regular seats.

 

[damo]

I've flown West Jet, Air Canada and the charters. All of them were basically the same.

Right now, they have the cheapest flights by about $200 for my February flights to Orlando.

 

[bavaria]

By the way, I don't really know what to vote for in the poll. I had more than a few bad experiences and I don't deal with them anymore, but I don't think they are totally useless.

Agreed. The choice of words in the poll favours certain results, I believe. Polls are not scientific, and can be constructed in such a fashion as to obtain a desired outcome.

 

[crashbb]

Agreed. The choice of words in the poll favours certain results, I believe. Polls are not scientific, and can be constructed in such a fashion as to obtain a desired outcome.

Options 2 and 6 say the same thing with a slightly different spin.

I find polls on DIS (and other sites) so amusing. I deal with survey data all the time (I'm an epidemiologist) and know just how easy it is to skew your results, even innocently (though I suspect it isn't innocently here).

As full disclosure, I like AC and for the last three years have flown enough miles each year to be a "Top Tier" aeroplan member (levels have differed over the years). I have a Porter trip coming up (but haven't yet flown them) and have flown West Jet a few times (and had enough bad experiences that they would have to be a lot cheaper/more convenient than AC to get me to fly them again - plus I hate their commercials). Do I think AC is perfect? Nope. But I would recommend them over many of the airlines that I've flown (Canadian, American, and International).

 

[cey]

We refuse to fly Air Canada for numerous reasons. Firstly Customer Service has never been a priority with this Airline and it has not improved. When they downsized the Jazz flight out of Kingston to a smaller airplane, they have on numerous occasions chosen not to load passenger's luggage (even when you have a connecting flight) with absolutely no explanation as to the real reason being weight limits. If you have overbooked a plane, which AC know ahead of time, AC has the responsibility of locating a larger plane or informing passengers not to expect their luggage to travel with them. They are absolutely unapologetic and unhelpful and feel they have no responsibility to make sure your luggage is forwarded on to you. Last year they stranded my 80 year old parents in Victoria (unscheduled stop) in the middle of the night without any explanation and expected all the passengers to spend the night in the airport! No hotel rooms were offered! My feisty 80 year old mother was smart enought to say she would not leave the plane until they made arrangements for her to arrive at her destination of Kelowna! All of a sudden, AC found her a connecting flight! WestJet is a highly professional and excellent alternative to anyone who is considering travel in Canada! I would recommend WJ anytime over AC!

 

[FayeW]

I didn't vote as I only travel on AC or WJ if I am travelling within Canada. AC has been fine the last few times that my family travelled with them, but I will not pay the outrageous fees required on flights originating in Canada to travel to the US. For us, it is worth the inconvenience of travelling the 3.5 hours to Syracuse to fly with JetBlue.

 

[michelle1]

We sat 2 hrs on the tarmack this July for our flight to California due to a mechanical problem. When we finally got going it was lunch time and not only was nothing offered for the inconvenience but they ran out of the food that was available for purchase so only 1/2 of the plane got to eat. I don't expect meals on planes but don't advertise if you can't provide. My Dh flew West Jet last winter and sat for 2 hrs on the tarmack due to weather (completely out of their control) and 2 weeks later we received a $150 gift voucher in the mail that is good for a year...that's customer service!

 

[wee-haggis]

• AC has the best ontime performance over 10 major US carriers
• fares are lower on several routes/dates than Air Transat or WestJet
• AC has converted 85% of its fleet to the new 'look' and will complete the rest shortly
• AC has an excellent route network both within and outside of Canada
• Star Alliance is the largest and most comprehensive alliance
• AC has innovative products such as the Pass system and the a la carte pricing model
• AC has recently implemented self bag tag stations to improve speed and efficiency
• Aeroplan is one of the most diverse loyalty programs in terms of earning and spending options and Aeroplan offers access to flights blocked by other carriers such as UA, allowing members more access to more flights
• AC does not charge a 1st or 2nd checked bag fee
• AC enforces its own guidelines for carry on luggage thereby making boarding more efficient

OP was involved in thread in which some claims were made and subsequently disputed with facts. If anyone cares to read it http://disboards.com/showthread.php?t=1977595

I fly almost every single week of the year around the world, and Air Canada is one of the better carriers. They have an excellent reputation around the world, although they are just one of many airlines people love to hate.

No"claims" were made.Just personal observances.
Just like your personal observance that Air Canada is one of the better carriers.
Your comment "one of the many airlines people love to hate"......do you think people say these things for no reason ?
By the way....I didn't vote on my own poll so as not to skew the results (as I'm sure you are suggesting).

 

[chasbos]

I have had a good experience on AC - sent my DD14 out to Saskatoon from London, ON connecting in Winnapeg on the way there and Toronto on the way home. Things went very smoothly.

Then the same month had to take the in laws to the airport for a flight to Amsterdam. Now they were originally booked on a direct KLM flight - that plane never arrived so the passengers were being booked on other airlines. No problem, they were getting where they were going just with a connection in London.

So they are routed on an Air Canada flight with a connection in London - we go to Terminal 1 to check them. We had the hand written ticket from the KLM agent and handed it over to the check in person. My in laws come back after giving them their luggage and I look to see what gate they have to go to but notice that the flight ends in London - no connection!!! So we go back and they say oops we did not notice they wanted to go to Amsterdam WTH! I was still calm at this point and made them rebook them all the way through to AMS. Of course I have to ask what about there luggage? Oh we can't do anything about that they will have to pick it up in London and recheck it. I asked if they could get it back and was told no it is already in there system and nothing can be done.

So we finally have them on a flight that wil eventually get them to AMS - and I ask if the connection is makeable, of course they say but they did not give me times just flight #'s. So when I get home I check on the flight #'s and there was no way they could ever make the connection - they only gave them 30 minutes and they had to retrieve and recheck their luggage! So of course the inlaws land in London with no British Pounds and have to wait for the next flight to Amsterdam.

It was a mess from start to finish when Air Canada got involved. They had the option of AC or British Airways that night and went with out regional airline - never again!

 

[christiane]

I voted them useless and I avoid them. I even have over 250,000 Aeroplan miles and still will not fly with them unless absolutely necessary.

1) Their customer service is atrocious, right from calling for reservations (looooong wait times) to their cabin crew (snippy!).

2) They no longer allow dogs in the cabin & tried to ban them from cargo as well.

I fly within Canada about 15-20 times a year & always fly WJ. Flights on time, good in-flight entertainment, generally friendly customer service (where a bad experience is exception not the rule).

I have had to fly quickly on bereavement twice. Once on WJ, once on AC.

WJ customer service was compassionate, comforting and went above & beyond the call. They had a devoted agent who escorted me through check-in & security (she took me through the crew area), sat with me while waiting to board, took me on the plane & introduced me to the head flight attendant & explained my situation to her and told me they would take excellent care of me and they did right until I met with my waiting family at my destination.

AC..well, let's say none of the above happened despite my obvious distress.

Some of our best friends are a pilot & flight attendant who work for AC. Let's just say we don't talk about the airline to keep our friendship happy!

 

[bavaria]

"one of the many airlines people love to hate"......do you think people say these things for no reason ?

Reading the negative posts here and on the Transportation Board, it is clear that many people don't understand how airlines operate, or don't realize the reality is that these situations happen on every single carrier around the world at one time or another.

Airlines have not provided compensation for delays due to weather for years. Air Canada offers 'On My Way' services for a fee to non-status passengers, which essential offer up the same type concierge services that elites have available, to ensure that they are protected on future flights.

We have a lengthy thread on how to deal with delays on the Transportation Board, with proven results. Every year hundreds of people PM us thanking us for the advice we give, as it helps them to be more proactive in anticipating and dealing with out of ordinary operations. Understanding in advance what may go wrong, and learning how to deal with it, really does allow one to be proactive when irregular operations occur. (And they will occur, especially given the weather in much of Canada for much of the year)

I have had things go wrong on many AC flights; that is the reality of flying 150,000-200,000 miles per year. But I know what to expect and what can and cannot be done to improve the situation. In every case AC handled the situation to the best of their ability.

Every airline has been the subject of 'I will NEVER fly XYZ again!' and bashing by posters. I am realistic enough to realize that no airline is perfect, and will make my decisions based on my myriad of experiences, and not those of the majority of travellers on this website.

 

[starrzone]

• AC has the best ontime performance over 10 major US carriers
• fares are lower on several routes/dates than Air Transat or WestJet
• AC has converted 85% of its fleet to the new 'look' and will complete the rest shortly
• AC has an excellent route network both within and outside of Canada
• Star Alliance is the largest and most comprehensive alliance
• AC has innovative products such as the Pass system and the a la carte pricing model
• AC has recently implemented self bag tag stations to improve speed and efficiency
• Aeroplan is one of the most diverse loyalty programs in terms of earning and spending options and Aeroplan offers access to flights blocked by other carriers such as UA, allowing members more access to more flights
• AC does not charge a 1st or 2nd checked bag fee
• AC enforces its own guidelines for carry on luggage thereby making boarding more efficient

OP was involved in thread in which some claims were made and subsequently disputed with facts. If anyone cares to read it http://disboards.com/showthread.php?t=1977595

I fly almost every single week of the year around the world, and Air Canada is one of the better carriers. They have an excellent reputation around the world, although they are just one of many airlines people love to hate.

Thank you very much for your post! I do think that AC gets a bad rap sometimes; because of one or two negative experiences, people blacklist it for life. AC is an enormous airline with hundreds of routes; of course luggage is going to go missing, flights are going to be delayed, and connections will be missed. Anyone who has ever traveled extensively will attest to this. I think it's all about how you deal with it; be prepared before you go with important phone numbers, printouts, schedules and documentation. It's the uninformed (and those who resort to screaming and yelling at the AC staff) who make out the worst in the end, from my experience.

 

[dvcdisney]

and will make my decisions based on my myriad of experiences, and not those of the majority of travellers on this website.

I agree. So although I am not a seasoned traveller, I can only base MY decision on MY experiences. And to be clear, I don't WANT to hate AC, I would prefer to like them so that I have more choices for my flights. This is probably why I gave them so many chances even after going through awful customer service issues. But there was a limit and I reached it a few years ago. I don't expect anyone to agree. I suppose there is a breaking point with everyone. I don't expect them to be perfect, far from it. I don't blame them for delays and changes, I do blame them when they don't handle it satisfactorily.