Toutes les plaintes à l'endroit des transporteurs aériens doivent être présentées à l'Office des transports du Canada.
La nature de la plainte (p. ex., retard, annulation, service de mauvaise qualité, refus d'embarquement, etc.).
La fréquence des plaintes, le nombre quotidien de plaintes.
Le règlement des plaintes (résultat : carte-cadeau, code promotionnel, remboursement).
Veuillez vous assurer de les communiquer à l'Office des transports du Canada, sachant qu'il a déclaré publiquement qu'il allait désormais recevoir les plaintes au nom des clients.
Ajouter un commentaire
Soumis par Chuck Marshall le mar 26/05/2020 - 22:56
We purchase premium economy tickets and when we came to check in we were told we were downgraded to economy and that we had not paid for premium economy. Although we had proof we were ridiculed by the COPA airlines staff and accused of trying to get something for free as we had not paid anything. This was of course an outright lie by COPA staff. The COPA representative even confirmed in from of the waiting passengers that we were lying because we had not paid anything - again this was a blatant lie in an attempt to discredit us.
Since our return we have been back and forth with COPA a multitude of time and while they agree they made a mistake they have yet to provide a refund.
Frankly the whole thing is a disgrace - why do we let disreputable frauds fly into Canada.
Soumis par John Gale le Jeu 14/05/2020 - 13:55
Terrible protocol within Air Canada flights, flight attendant attempted to move passengers to seats which would undermine the ideals of physical distancing all because the entertainment system was not working on one side of the air craft, also they claim to practice better hygiene since covid started yet the washroom on the flight were an absolute bio hazard which they refused to do anything about.bif airlines feel they can bend the rules to suit their selves they should be forced to ease operations if this global pandemic is truly as serious as they say it is. AC 689 it departed yyt @ 5 am NL time on May 14 2020.
(personal information removed)
Soumis par open-ouvert le Jeu 14/05/2020 - 15:07
This comment system leads to the team responsible for transparency and accountability work in the public service. We host datasets and records about many things, including data on air travel, but we do not deal with it directly.
I recommend that you send your complaint directly to Air Canada: https://www.aircanada.com/content/aircanada/ca/en/aco/home/plan/medical-mobility/complaints-or-concerns.html
Soumis par Lou Ann L. Thompson le mar 12/05/2020 - 19:29
When I made my reservations, I noticed a mistake in my name. I contacted the chat to handle the problem. Unfortunately the person on the chat line was not aware of the correct procedure, but I found on their website indicated the reservation had to be changed. The ticket has to match IDs. Their policy says if the reservation includes an upgrade, you have to SPEAK with an agent. So I immediately called. The public message asked for consideration and patience as the agents were dealing with present reservations to China that had been cancelled. It also said if your call is not about the present flights that are cancelled, please call back in a MONTH! I had a window of 24 hours to cancel my reservations, and I tried to call relentlessly during the cancellation time. With no success, I contacted my credit card company to try to talk with someone. Twice I have filed the complaint. Air Canada does not understand, their plight of cancellations interfered with MY ability to use MY cancellation time. Now that the cruise line has gone out of business, we have NO use for the tickets. We saved for months to take this cruise around Japan and what did we get? An airline company that treats its customers like **** and forces them to pay for something they will never use. This is a larcenous company!!!
Soumis par Neville Taylor le sam 09/05/2020 - 21:05
Air Canada has cancelled flights from YVR to ANC in June and is not taking the very unusual circumstances (COVID) into consideration and offering a refund (like almost every other airline outside Canada). They are offering a credit for future travel but this is of no use to me as two of the passengers I paid for will not be travelling in the next 24 months and Air Canada refuses to transfer their tickets in to my name so I can use them. This is theft. I thought passengers were supposed to have rights, apparently not in Canada. In these times I need this money to feed my family, but apparently Air Canada comes first. Outrageous!
Soumis par Catherine Cass le sam 25/04/2020 - 20:53
WestJet is not providing actual refunds for a flight I booked and paid for 5 months in advance. I deserve my money back, not just a credit for future travel!
I’m very low income on disability with a brain injury. I won’t be travelling again now that I’m missing the wedding I was to go for.
When my brother called WestJet (spent about 4 hours on phone) he was told they are only paying out business and Tier 1 travellers. How unjust is that?! Just because I could only afford to fly economy does not mean I can afford to give that money away for a service that I didn’t receive?!
Soumis par Wen K. le ven 24/04/2020 - 04:11
I bought 7 tickets with premium upgrade and insurance in October 2019 for flights to Japan in July 2020.
We received a notification that our flights have been cancelled by Air Canada and no refund will be provided. They will grant us travel credits for future flights.
Air Canada mismanagement of their airline does not justify them to keep our money, I am talking about Thousands of Dollars here not hundreds.
I would like my money back.
If this is a government sanctioned action of allowing Air Canada to get away with not refunding passengers, then OUR CANADIAN GOVERNMENT IS JUST AS CORRUPT AS THE AIRLINE THEY BAIL OUT EVERY YEAR
THIS WOULD AMOUNT TO LEGAL THEFT FROM CANADIAN CITIZENS WNDORSED BY THE CANADIAN GOVERNMENT.
Soumis par Priscilla Sky le mer 25/03/2020 - 16:18
Previously booked travel with my family, 2 older children and my spouse for London England. Was told by Eric in Montreal, that they are still flying to London stating that the government of Canada and UK has stated it is still safe to fly and if I didn't board my trip I would lose out on $3796.00. I demanded a full refund citing the Ontario Frustrations Act and the Canadian Transportation Agency and he still refused to put me through to a manager/supervisor and asked me to contact the Customer Relations Department. So, my only other option at this point is to travel, against Canada's warning's and putting myself and my family in jeopardy and then come home possibly infected. Yeah. Or re book in 24 months and they keep all my money even if fares go down!! Which we all know will be dirt cheap then. Air Canada you SUCK! Thieves. I'm doing my part to save lives and all you can think about is robbing the general public, when you get massive bailouts from the government. Where's my bailout? I don't even get EI, I am an essential worker who is practicing self isolation and has to risk my life everyday day at work already and you decide I'm ineligible for a refund because of your damn policies? And to heck what the government says? SHAME on YOU! I NEED my money back at this time! After this, I will never do business with Air Canada ever again! And I will tell everyone I know about this. IN the meantime what IS THE BEST OPTION? REBOOK and then SUE?
Soumis par Dianne Civello le mer 18/03/2020 - 20:49
Air Canada is not issuing refunds for flights cancelled due to the Caronvirus. The border has been closed between Canada and the US. Air Canada is only offering a travel voucher for future travel before Dec 31, 2020. This is not something the consumer is responsible for we are in a global pandemic. We have been told not to travel by the Canadian Government. How can Air Canada play on Canadians and keep their hard earned dollars. Something has to be done. They are not able to provide the service paid for a per the Canadian Government. NO NON ESSENTIAL TRAVEL. Borders closed. Us Canadians need help to correct this.
Soumis par Tom Miller le lun 29/06/2020 - 14:24
If the liberal government thinks that it is ok for the airlines to hand out vouchers
I'll be paying my taxes with vouchers from now on
Soumis par john hickey le sam 14/03/2020 - 10:33
west jet will not refund my tickets to Jamaica i do not want to travel do to corona virus
Soumis par DAVID & GAIL … le lun 09/03/2020 - 20:32
We were informed today by email that both the time of our fight, and the premium seats we paid for are no longer available. We tried to change our flight and seats, or cancel same online, but this feature was not available. So we called the Air Canada customer number which said it was too busy to take our call, or to put us in a queue to wait for service or call back. We want to cancel our flight and book another fight with another airline that can provide the seat quality and service we originally paid for. But we cannot reach anyone at Air Canada to even speak to about this. Please help.
Soumis par Susan Fraser le ven 17/01/2020 - 14:52
I have sent messages to both Air Canada and Aeroplan but neither has dealt with. I know in the Grand Scheme this is not a major issue but definitely false advertising with either Aeroplan and Air Canada. See my note to Aeroplan below. Sent the same to Air Canada.
This Aeroplan status is truly a crock. I have silver status but my last few trips when I book using points, I don’t get Zone 2 or free luggage like you and Air Canada say I should. I get Zone 4 or 5. I reported to Air Canada on Facebook and to you on Facebook. Air Canada says talk to gate agents who I have repeatedly and they say it’s all electronic and can’t change. Nobody fixes anything and it keeps happening. So very not impressed. No one seems to monitor or respond or care from your Aeroplan Facebook page and other than sitting on hold repeated, have reported this previously to you and neither you nor Air Canada takes accountability. Why do I have to keep wasting all my precious time trying to straighten this out? These last two bookings are not the only times. Why would I want to stay with Aeroplan?
Some agents think it is because my Aeroplan number is not coming through on my profile but that is nothing I can change. That comes from you.
Happened on both these reference numbers.
JHBJ99 are the latest booking references of improperly processed flights.
Soumis par Jim Box le lun 06/01/2020 - 14:08
Air Canada new system for booking or changing flights is disgusting. I am a frequent flyer and I was on hold for a total of 5 hours January 3rd
We were booked for a trip and there was a death in the immediate family and this just added to the frustration of everything
Soumis par Vivek Astvansh le sam 02/12/2017 - 23:01
Soumis par Viswanathan le Jeu 19/10/2017 - 16:41
Soumis par MIRIAM le Jeu 17/08/2017 - 14:24
Soumis par shady hamouda le mer 09/08/2017 - 09:17
Soumis par Rached Agwil le lun 26/06/2017 - 00:24
Soumis par open-ouvert le lun 26/06/2017 - 13:47
Soumis par Rached Agwil le sam 24/06/2017 - 07:10
Soumis par Shiva le ven 07/04/2017 - 02:15