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  • C U S T O M E R S E R V I C E R E V I E W We had a dreadful dreadful experience with AIR CANADA at Toronto's Pearson Airport that our group (8 people in total) should not have EVER endured. Let me break down our day (March 30, 2014) from beginning to end: (1.) Flight arrives into Toronto at 6:25pm. (2.) Head to baggage claim to get our bags for our connecting flight to the States. (3.) Go thru customs and head to the connections area to drop off our bags. (4.) Wait an hour in line for AIR CANADA to check in all of our baggage. Mind you, ONE person is checking HUNDREDS of people's bags - clearly there's an issue with under-staffing. (5.) Go thru Airport Security Clearance. (6.) Get to a nearby kiosk to get our boarding pass, but both machines do NOT work. (7.) Run to AIR CANADA's check-in desk, but are abruptly halted by an AIR CANADA manager for being 5 minutes late (arriving at 8:05pm) and being informed the cut off for checking in was 8:00pm and that we would NOT be allowed to get on our flight, and we would have to catch a flight out in the morning. (8.) This would only be the beginning of our miserable 5 hour AIR CANADA ordeal. We were then sent on a wild goose chase by AIR CANADA from one person to the next, desk to desk, floor to floor, terminal to terminal, with no resolution or assistance until 1:00am!!! In passing, we watched as AIR CANADA employees purposely walked away as customers approached (knowingly avoiding to help), elderly couples being shuffled from desk to desk, and other wary travelers being shrugged off in the same RECURRING appalling manner. AIR CANADA's motto is clear: give PAYING customers/passengers ABYSMAL & INADEQUATE customer service and stand ACCOUNTABLE for nothing.
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