http://www.aircanada.com
PO Box 64239,
5512 4th Street, NW
Calgary, AB, Canada
T2K 6J0
Head Office
Air Canada Centre
7373 Côte-Vertu Blvd. West
Dorval, Quebec H4Y 1H4
(888) 247-2262
(514) 393-3333
How to get through to an operator: press 1, 0, 0, 0, 0.
Overview
Air Canada’s customer service reputation is somewhere between “OK” and “fine,” according to passengers. There are few horror stories to report, and the ones that I hear are usually addressed quickly and to the customer’s satisfaction. Nevertheless, these contacts may be useful, in the event that your horror story gets overlooked.
If you have a customer complaint, please read this before contacting the company.
Customer service resources
Conditions of carriage
Customer service main page
Email form
Primary e-mail
aircanada_customercare_en@mailca.custhelp.com
Note: Email conventions at Air Canada are either firstname.lastname@aircanada.ca or firstnamelastname@aircanada.ca (no dot separating the two)
Primary contact
Susan Welscheid
Senior vice president, customer service
susan.welscheid@aircanada.ca
(514) 393-3333
Secondary contact (*)
Duncan Dee
Executive vice president, customer experience and chief administrative officer
duncan.dee@aircanada.ca
(514) 393-3333
Chief executive (*)
Calin Rovinescu
Chief executive officer
(514) 393-3333
calin.rovinescu@aircanada.ca
What others have to say about Air Canada
Consumeraffairs.com
Epinions.com
This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.
* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.
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{ 6 comments… read them below or add one }
i am interest to be a regular flier soon from new york to toranto
i travel air canada twice and i like their style verry pleasant in every way.
keep it going air canada.
I have flown Air Canada twice to London and back in the past year and a half. I found their service to be just fine.
The seats going to Los Angeles don’t seem to have as much room, and I was concerned about spending 10 hours on a plane like that, but fortunately in economy class overseas, there seemed to be a bit more space.
Everything was as expected and I didn’t have any complaints.
I had a hilarious Air Canada experience when they lost a client’s instrument which he had to use to perform that evening- a didgeridoo, so not the standard violin- on a flight from Europe into Toronto connecting to Washington. Over the next week, the bag was variously in Toronto, National Airport, on its way to the hotel, already in the hotel, Toronto again, Dulles Airport then finally- on day five- it turned up in Vienna. The best bet was the outright lies I was told- the guy at Dulles insisted that it was on the truck (how many didgeridoos did they have?) when it was really in Austria. It was beyond farce.
Funnily enough, calling the CEO’s office had the correct bag on a truck on its way to rural Pennsylvania (where the client had now travelled to) within two hours. Wacky!
I have spent seven months trying to get a refund from American Airlines on a ticket for my mother which I cancelled before the flight date, who due to health reasons can never fly again. They have acted like an insurance company, that is to say they will do everything in their power to avoid paying me the refund. I could write a small book on the email exchanges, letters mailed but, ‘never received’, customer service web messages never returned and on and on and on. I finally went with registered mail so they couldn’t deny they had received my letters. They initially tried to just give me another ticket in her name and not a refund. I got one reply in a letter that said they could not give me a refund because the doctor did not use the word ‘never’ in describing the fact that my mother could not fly due to health reasons and old age. Their refund phone number will never allow you to talk to a human being. If you wind your way through the options there is one at the end of one series that says it will connect you to an agent. But what you will get is not a person, but another recording saying they have so many calls they can’t answer any more at this time. No long queue or even an hour’s wait…they just hang up! I was able to get some results finally by calling their 1-800-433-7300 number and talking to a supervisor. After some time on hold she said a voucher good for any family member was being mailed to me for the full amount. But I still haven’t seen it! I would have to rate this experience as one of the worst examples of customer service I have ever experienced in any industry.
I have been an Elite member for several years now! It is an absolute Joke! I despise this Airline with an extreme passion! Avoid them at all costs!