Toronto - New York: Paid a very high price for a last minute booking for a short flight from Montreal to NYC.
We came a few minutes (ie 58 minutes before departure) late for check-in (our falt but online check-in did not work) and there was zero willingnes from airline staff to be accomodative to get us on the plane. Check in lady was very unfriendly with a general tired of life attitude. We ended up having to pay a change fee to get on a later plane. The airport was close to empty and we arrived at the gate with ample time to having been able to make our original flight (which was now also delayed). I am convinced she could have got us on that plane.
I later raised my unhappiness with the attitude to a manager who was utterly non-understanding. Not surprising given that the staff attitude surely comes from management.
I assume this is what flying was like in communist Soviet Union.
Air Canada - Policy first / Customers last.
Turn down the AirCon,
Apr 15, 2008
reviewer: effie
from UK
flew to Toronto and back last October with Air Canada and it was pretty abismal - rubbish films, rude staff and it was so so cold and so so dry, I felt like I had the hangover from hell for 3 days afterwards...never again (at least there was decent legroom on the bulk head seats)
Good but inconsistant -- can and should do better!,
Oct 29, 2007
reviewer: Ted
from Toronto, Canada
As an Air Canada frequent flier with "Super Elite" status, I have taken flights to 4 continents using everything from bare bones Economy class to Executive First class. My general impressions are quite variable. I understand how reviews can range from zero stars to 5 stars depending upon your most recent flight experience.
First, the service. You have no idea what kind of service you are going to get. I have had everything from exemplary to reprehensible. My frequent flier status has, to my surprise, not always managed to cut through some of the issues, either. Most crews look on the older side so there is room for some renewal and hopefully some better more consistent training. It seems you can tell which were absorbed from the former Canadian airlines - generally friendlier and more accomodating than long time Air Canada employees seem to be.
Food has ranged from partially frozen to extremely limited in choice to excellent. On the whole, ok but there again needs to be better uniformity and better healthy food choices. Special meal selections often did not seem to materialize when I requested them. At first I complained but now, I just don't bother requesting what I really want just to avoid the hassle.
Check in is ok but occasionally a headache. Once again, agents sometimes need to be more coordial and understanding at times. Baggage service should be avoided; I have had too many issues to trust using it - I carry on at all cost.
The plane fleet could use a big face lift. Fortunately, they are finally getting around to it on many of their planes including seat back entertainment systems in the big airbuses and 767s. I am certainly looking forward to 777 and 787 flights in the future as well as the refitted interiors right on down to the lowly Dash-8 which gets new carpeting and leather seats. The Embraer jets have been the best until now. I too have noticed some issues with air temperature on flights - not sure what the problem is with turning up the heat a touch especially when passengers are requesting it. The Vancouver lounge could use some refreshing especially when coming from Tokyo's ANA lounge or from Incheon - absolutely wonderful. Toronto's lounges are good and the two new ones for international and US travel are quite nice. Biggest lounge concern is general cleanlines and maintenance.
On the whole, there is so much Air Canada can do but there needs to be some sort of service standard quality management to even out the extreme experiences others have reported and I too have been subject to. There is no reason why Air Canada cannot become a 4-star international airline if it wants to be and I think it should be. There is a real void in North American carriers - shameful quality of some US carriers compared to those in the far East. AC was voted the best NA airline but that is not much to brag about in a weak field of players.
The first step is to realize that customers ARE the bosses and the employees' livelihoods. The residual sense of entitlement brought about by the old Canadian "government crown corporation" attitudes must die out. In its place should be a leaner more professional business-like approach. Other airlines I have flown such as Air Shanghai and Asiana show me all that can be done to improve things ... customer-centric service satisfaction is at the very top of the list.
Air Canada, this is your opportunity. The timing is right. As part of your fleet renewal strategy, the entire customer service experience should also be improved .... you CAN and you SHOULD step up to be a 4 star airline!
Excellent fares for an excellent flight.,
Jul 24, 2007
reviewer: Tom
from Calgary, Canada
I flew Air Canada in the summer of 06. I flew out of Calgary aboard the Airbus A321, which was comfortable until the person in front of me put their chair back. The next leg of the trip, from Toronto to St. John's, was in the modern E190. Very comfortable. The touchscreen system had lots of movies and TV shows and the flight was smooth. The flight back through Montreal was great on the Airbus A320 and Boeing 767. Very comfortable, although the 767 wasn't quite as comfortable as the A320. The Airbuses and Embraer's are definitely the more comfortable airplanes, however that will change with Air Canadas new 777 and 787. The crew was very professional, didn't nag, and made sure you were safe. I feel very safe flying with them because safety is of extreme importance to the cabin crew. I like the new safety video, the old one was nice and soothing but was a little creepy. Going through security at YYC, YUL, and YYT was a breeze, as with all Canadian airports. It's great to know that there are still airlines out there that don't treat you like cattle. Cattle class? What's cattleclass? The service was friendly as well, but not singing and joking and being annoying like AirCanada's western competitors. I highly recommend this to anyone who needs a cheap, comfortable flight.
Flight to Vancouver from London,
Jun 08, 2007
reviewer: Hilda
from UK
Never again! having just recently (May 2007) flown with AC from London Heathrow to Vancouver and return, I would not recommend, Fleet very old, hot food dreadful, crew OK, seats very uncomfortable. Stuck on tarmac at Heathrow for 2 hours whilst a technical problem was dealt with, passengers not even offered water!!
Brad,
Mar 08, 2007
reviewer: Brad
from UK
Worst airline in the western world.
Crappy old planes, no service mentality - a throw back to the 70's. they still think that overbooking flights is acceptible - imagine paying a business class airfare, showing up hours in advance being told you may not get on.
Should be closed down - only fly as absolute last resort
Never again,
Mar 13, 2006
reviewer: Scott
from UK
Caught an Air Canada Flight from Vancouver to Brisbane Australia. The plane was old, the entertainment system nearly non-existent. About 30 minutes into the flight, I started to notice that the plane was getting quite cold. The stewards were walking around quite comfortably, but the people on either side of me started putting on every stitch of clothing they had, as did I. After about an hour, I noticed that people were starting to cough and hack. I was beginning to become so uncomfortable that I couldn't relax, much less sleep. I thought it must have been just me, but found out afterwards it was pretty damned near everyone.
I was awake for the entire 14 hour flight and in absolute agony for most of it. The guy to the right of me started shivering so badly I was afraid he was going to have a fit. Since I was right up front, I stopped one of the stewards (who had disappeared quite conveniently for hours on end) and asked if he had another blanket. He said that no, for some reason, everyone wanted one. As if from a distance, you could see the thought enter his head and he said "Do you think it's cold in here?" I told him I thought it was freezing and he said "I'll turn the heat up". Nothing changed.
The food was nearly inedible, the service was non-existent and, just in case you thought I was exaggerating, the glass of water on my little tray had actually started to ice over near the end of the flight.
I will never fly Air Canda again.
Air Canada a Gogo!,
Feb 21, 2006
reviewer: Thomas Ryan
from Calgary, AB, Can
I simply love AC. They have the best legroom on their A321s(which I flew on). They served me a meal fit for a king. A BLT, scrambled eggs and ham, and pancakes. The entertainment is wonderful, with the great AC Magazine that notifies of the movies, and upcoming events. This is the best airline.
the only airline i will fly for international travel,
Feb 05, 2006
reviewer: Kevin
from Canada
It seems to be trendy to trash Air Canada. I fly to Europe regularly and will only fly Air Canada across the ocean. I have had to fly code-share across the atlantic with some of their star alliance partners with much less satisfaction. Their new fleet makes international travel very comfortable. I have encountered every possible nightmare that could happen with airplane travel (delays, cancelled flights, etc etc etc) and the Air Canada staff on the ground and on the plane were always extremely friendly and helpful and tried their best to accomodate me. I was pleasantly surprised with my last trip (Toronto - Heathrow, Frankfurt - Montreal) with the younger cabin crew and better food. I feel safe flying with Air Canada as I know that they put safety first. I also enjoy their professional attitude. I don't need jokes or to be sang at while I am in an aircraft like their competitors do.
Air Canada review,
Oct 25, 2005
reviewer: Barney Rubbles Dad
from UK
Flew 4 times with Air Canada between 3 and 13 October 2005. First flight was from Heathrow to Montreal. The first flight was on an old 767 which should be parked in the desert. Food was plain and uninspiring throughout and the crew were not very forthcoming with the drinks trolley. Old fashioned system for films etc. Fine if you like dodgy American films about what they call football (Rugby in protective clothing)and a Kung Fu film that was so bad it was funny.Crew spoke with hard to understand French Canadian accents which caused confusion.
2nd flight from Montreal to Boston.Left an hour late due to scheduled plane going tech. Flew in a prop job, noisy but OK.
3rd flight from Boston to Toronto, left just about on time. Old airbus 319 reasonably comfortable, but on both flights only served soft drinks or coffee and had to pay for food. However read in American press that Air Canada are broke, not surprised.
Last flight Toronto back to Heathrow. Looked like a reasonably new airbus 340. This flight more confortable than others. Same old fashioned film system. Need to invest in individual seat systems. Food as before, nothing special, this time leant lesson and went to Galley to order own drinks. Left impression with crew that I have a drink problem. (No I am English and do not expect to be rationed on drinks). Will stick to Virgin or BA in future if I have a choice
Delays, very poor food, not properly cleaned,
Sep 01, 2005
reviewer: MBayani
from Canada
We recently flew aircanada from Toronto to Amsterdam (return) last June 30,2005 (return July 10).
We had an hour delay to and another hour delay from Amsterdam. The food was not fit for consumption by paying passengers.
The plane taking us back was not properly cleaned. There were used napkins in the seat pockets & the blanket I had was not sealed in a wrapper (which I did not use as a result).
So in flying Air Canada canadian travellers are held hostage to poor service, unsanitary conditions and bad food.
recently flew air canada,
Jul 07, 2005
reviewer: d jonas
from canada
i recently took AC from toronto to delhi and return. in compliments to AC, their on time and safety standards are very good, but that's about where the accolades stop.
check in in toronto: MAY 20, 05. I was told that they did not offer executive class check in and that i had to leave the line i was in and join the general queue, then 20 minutes later i was asked " why did you not used the executive first check in line?"
flight 054/055 : toronto delhi toronto
crew memeber whip down the aisles, serve a 5 course meal in a record breaking 40 minutes, shut the lights off and leave you sitting there for almost 11 hours before you see them again. then they serve a breakfast in another record breaking 45 minutes and scramble to clean up the plane before landing".
air canada really needs to focus on it's passengers and especially the ones paying 6500.00 cad for a long haul business class ticket. they also need to improve the seating on this flight to a flat bed. the delhi flight seems to be treated as a bit of an after thought.
Safest Airline,
Jul 06, 2005
reviewer: Mathew C.
from USA
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Poor service and staff,
Aug 24, 2010
Turn down the AirCon,
Apr 15, 2008
Good but inconsistant -- can and should do better!,
Oct 29, 2007
Excellent fares for an excellent flight.,
Jul 24, 2007
Never again,
Mar 13, 2006