Air Canada is Canada's largest airline and flies to over 200 destinations around the world. As you might expect, Air Canada receives a lot of calls to its customer service center every day of the year.
People call Air Canada customer support for a range of reasons, including:
Before calling, make sure that you have the correct number for your inquiry as well as the country from which you are calling. These numbers can be found on the Air Canada website.
When you call, make sure that you have any documents that pertain to your question in front of you. These may include flight confirmations, credit card bills, and baggage claim receipts.
If you are purchasing tickets over the phone, make sure that you have the exact spelling of every passenger's name handy. Names need to match the government-issued ID that the passenger will use to get on the plane.
There is a range of reports regarding customer satisfaction with Air Canada's customer service. This is not unusual for most large corporations. Complaints about Air Canada's customer service tend to focus on time spent on hold waiting to speak to a live operator, as well as a lack of follow-through on the part of customer service representatives who don't keep the promises they make.
Air Canada customer service representatives can address many different issues faced by flyers, including ticketing, changing and canceling tickets, researching credit card charges and tracking luggage.
It is also possible to work with Air Canada customer support to arrange for an unaccompanied minor to fly or to ensure that a disabled individual will be accommodated onboard.
Many people have questions about boarding and the in-flight experience. A customer support representative may be able to provide advice on luggage allowances, needed travel documents as well as information about meal and beverage options while in flight.
While most issues can be handled over the phone with Air Canada, there may be some issues that require other methods of contact. These may include situations in which you have to provide scans or copies of documents that are relevant to your case.
If you have questions about visa or passport requirements, you should contact the state department of the country you are departing from, as well as the consulate or immigration department of the nation that you plan to visit.
If you get off the phone with a call to Air Canada feeling frustrated because you were unable to resolve your concern, don't fret. You still have options.
First, write down what happened during your call, if you haven't already. Having this information handy can be helpful when communicating with other Air Canada employees.
Second, write down your preferred resolution, such as a refund, replacement ticket, or an apology. Having a goal in front of you while communicating with Air Canada can be helpful in staying on track and getting what you want out of the conversation.
Once you have your notes and goals written down, it's time to call Air Canada back. Keep in mind that customer service representatives have different levels of training and experience. The next agent you speak to may be able to get your concerns sorted.
If you are unable to get things resolved after a second call to Air Canada, try sending them an email. The Air Canada website can assist you in getting your email to the correct department. You could also try sending a letter via postal mail.
In situations where neither phone calls, emails or letters seem to be resolving the matter, you could try contacting the aviation protection board in your jurisdiction. In the United States, this is the U.S. Department of Transportation's Aviation Consumer Protection Division (ACPD). This not a way to receive a quick resolution, but it can be effective if efforts to deal with Air Canada directly have failed.
Note: If you booked your airfare through a travel agency, contact your agent and ask for help. He or she may be able to advocate for you.