Air Canada Customer Service Contacts

If the disruption is within Air Canada’s control and you arrive at your final destination three or more hours late (or you’re bumped), you’re entitled to cash compensation under Canada’s Air Passenger Protection Regulations (APPR). Air Canada is a “large airline” under the rules: payments range from CA$400 for a 3–6 hour delay, CA$700 for 6–9 hours, and CA$1,000 for 9+ hours; if you refuse a rebooking, the floor is still CA$400. You must file your claim with Air Canada in writing within one year; Air Canada then has 30 days to pay or explain why not. Weather and air-traffic-control delays do not qualify. Cash is your right — vouchers are an option only if you accept them in writing and they’re worth more than the cash.

This is being reported repeatedly in early 2026. Push in writing first: reply to the email or case number that confirmed the approval, state the date Air Canada accepted the claim, and demand a payment date. If you don’t get a payment within 30 days of the approval — the deadline set by Air Canada’s own Customer Service Plan and by APPR — escalate to the Canadian Transportation Agency (CTA) at otc-cta.gc.ca. Note that the CTA has a backlog of roughly 95,000–100,000 complaints; the federal government announced in the Spring 2026 Economic Update that it will engage a third-party dispute resolution body to clear the backlog, and the CTA can now impose fines up to CA$1 million for systemic APPR violations. Keep every email and case number — under new rules you are no longer obliged to keep the complaint confidential.

Yes, eConciliador (emails from resolution@aircanada.econciliador.com) is a real Air Canada platform — it’s how the airline handles many CTA-routed compensation files. Whether you should accept is a separate question. Travelers report the initial offers are often well below the APPR amount the regulations actually entitle them to (for example, CA$225 cash on a delay where APPR would set the floor at CA$400). You are under no obligation to accept; if you decline, your complaint stays in the normal CTA queue. Before accepting, calculate what you’re owed under APPR for your delay length, and compare. If you accept, the file closes and you lose the right to pursue more later. As of April 2026 Air Canada is piloting a separate third-party arbitration program for 500 randomly selected CTA cases with a target of resolution within 90 days; the eConciliador portal is not the same thing.

Almost certainly a scam. There is a well-documented and ongoing pattern of fake “Air Canada” call centers buying their way to the top of Google search results, sometimes by hijacking Google Business listings. Air Canada itself warns about this on its anti-fraud page. The airline’s real general customer-service number is +1-888-247-2262 (Aeroplan: +1-800-361-5373; baggage: +1-888-689-2247) — verify by going directly to aircanada.com, not via a search snippet. Air Canada will not call or text you out of the blue asking for credit card payment to “confirm” a flight. If you’ve already paid, dispute the charge with your card issuer as fraud, report it to the Canadian Anti-Fraud Centre (1-888-495-8501), and to Air Canada at the address listed on its anti-fraud page.

It depends on why the credit was issued. AC Wallet credits issued because you voluntarily cancelled an eligible ticket do have an expiry date, and Air Canada generally won’t refund them after that date — you only need to make the booking (not complete the trip) before expiry. By contrast, “ACCredits” issued because your flight was delayed or cancelled in a situation covered by APPR do not expire — Air Canada’s own policy says so. If you were given an AC Wallet credit instead of a cash refund following an APPR-covered cancellation, you may have been given the wrong product: under APPR you are entitled to cash, and the cash option must be presented to you in writing before you accept anything else. Push back, in writing, and escalate to the CTA if needed.

This is a documented complaint pattern — Aeroplan support averages 1.4–1.5 stars on Trustpilot in early 2026, with long hold times the most common theme. Practical workarounds: use the self-service tools in the Air Canada app and on aircanada.com first (Trips, manage booking, change-flight). If you must call, try off-peak hours; the published Aeroplan number is +1-800-361-5373 (Canada/US/Caribbean). For password and account-access problems specifically, +1-866-689-8080. Aeroplan points expiration has been paused through November 30, 2026, so inactivity alone shouldn’t cost you points — but if your account shows points missing, contact Aeroplan in writing through your account so there’s a record. If a written request is ignored, escalate through the executive contacts listed above on this page.

No. A British Columbia tribunal ruled in 2024 (Moffatt v Air Canada) that Air Canada is responsible for information its website chatbot provides, even when that information contradicts other parts of the site — the airline tried to argue the bot was a “separate legal entity” and the tribunal rejected that. The passenger was awarded the difference between what they paid and what the chatbot had promised, plus fees. If a chatbot or written agent reply misled you, save screenshots and timestamps, send them to Air Canada Customer Relations in writing, cite the Moffatt decision, and if Air Canada refuses, you can sue in small claims (in Canada) or escalate to the CTA.

Step one: file a complaint with the Canadian Transportation Agency (CTA) at otc-cta.gc.ca or call 1-888-222-2592. You can do this once Air Canada has either responded unsatisfactorily or failed to respond within 30 days of your written compensation claim (or 45 days for general service complaints). Step two: if your flight involves the EU/UK, you may also have rights under EU261/UK261 — these can apply if your flight departed an EU/UK airport. Step three: as of Spring 2026, the federal government can fine airlines up to CA$1 million for systemic violations and passengers are no longer required to keep CTA complaint details confidential, so you can publicize your case. Step four: if Air Canada has been unresponsive, use the executive contacts listed higher up on this page. For amounts under your provincial small-claims limit, small-claims court remains an option in Canada.

Yes, Air Canada allows free cancellation within 24 hours of booking if the reservation was made at least 7 days before departure.