Detroit, Michigan
Not resolved
Additional Fees
Customer service
Level of Comfort
Number of Destinations

To Air Canada,

My name is Brian Duey. I don't normally take the time to write complaint letters to companies but I had such a horrible experience with Air Canada that I felt it was necessary. I recently flew with Air Canada and I'd like to explain the numerous obstacles I faced.

My round trip flight was booked with Air Canada to Gander, Newfoundland from Detroit, Michigan. I showed up at DTW airport about 3 hours early for the international trip. When I approached the Air Canada front desk there were no employees present to help me. I asked another airport worker where they were and he explained that the desk workers do not show up until 1 hour before a flight to assist customers. So I sat down and waited 2 hours for your employees to show up. I received my boarding passes and entered the terminals. Shortly after, I heard an announcement saying that my flight had been cancelled. So I made my way out to the front desk again to be rebooked. I was greeted by extremely rude Air Canada workers who were upset and not wanting to assist me in the matter. They kept telling me that there was nothing they could do and to call the Air Canada customer service number on a business card they had given me. Air Canada customer service told me that the flight was cancelled due to weather in Detroit however there were no weather issues and every other carrier continued running flights. Weather for December 24th, 2014 was 45 degrees F with overcast skies. There was no snow or ice. It is my belief that the cancellation was labeled "due to weather" so that Air Canada could avoid paying for customer accommodations in hotels. So I booked a hotel for the night, out of my own pocket, and returned to the airport on the 25th. Again I was early for my flight and had to wait until Air Canada employees showed up at their kiosks. My flight took off that day under identical conditions to the previous day. There were no other issues on my departing flight.

On my returning flight I was delayed in Toronto for about 45 minutes because the plane had not arrived on time. When I arrived in Detroit on January 4th, 2015 I waited next to the luggage carousel for close to 2 hours but my luggage never showed up. I made my way up to the Air Canada kiosks once again to find out that there were no employees at the desks. I asked an airport employee when the next Air Canada flight was and he told me it was about 3 hours from then. So I waited 2 more hours for Air Canada employees to come out and assist customers. They had me fill out a lost baggage form and told me that it shouldn't be more than a few days and my luggage would be Fed Exed directly to my house. I waited for about a week and my luggage had not arrived still. So I attempted to call the baggage claim number I was given to try to track where my luggage could be. I waited on hold for about an hour but no one answered. So at this point I have no clue where my luggage is and I suppose I will try calling the service number again later.

This is, by far, the worst experience I've had with an airline. I'm turning to social media now in an attempt to get somewhere in this matter with Air Canada.

Product or Service Mentioned: Air Canada Baggage Policy.

Reason of review: Poor customer service.

Monetary Loss: $3000.

Preferred solution: Full refund.

  • Brianduey
  • Unitedstates
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