How long does Air Canada have to respond to complaints?

Officially, they don't give a strict timeline, which is convenient for them, isn't it? Based on user reports, expect to wait anywhere from a few weeks to over a month for a webform submission, and that's often just for an initial, unhelpful automated reply that asks for information you already provided.

Can I file a complaint against Air Canada online?

Yes, and it's probably your best bet for creating a paper trail. They have a customer relations webform on their site. Just fill it out. Be prepared for the page to be a little clunky, I had to re-enter my flight number twice because the session timed out.

What documents do I need for a Air Canada complaint?

Get everything together before you start. You'll need your booking reference or ticket number, flight dates, and any receipts if you're claiming expenses. If it's about your bags, you absolutely need the baggage tag numbers and the file reference number you got at the airport, otherwise they'll act like your luggage never existed in the first place.

Is there a fee to file a complaint against Air Canada?

No, there's no fee to complain directly to Air Canada or to escalate it to a regulator like the DOT. The only cost is your time and your sanity, which, let's be honest, can be pretty high.

Can complaints affect my Air Canada service?

Worried about retaliation? Don't be. Your complaint won't get you put on some secret blacklist for bad seats by the bathrooms for the rest of your life. Your service and Aeroplan status are separate from the customer relations department, which is probably so overwhelmed they barely have time to read the complaints, let alone plot revenge.

What happens after I file a complaint with Air Canada?

You wait. A lot. First, you'll get an automated email with a case number, which is their way of saying 'we got it, now please don't contact us again.' After that, a real person is supposed to review it, but it can feel like your complaint went into a black hole next to all the lost luggage.

Can I escalate my Air Canada complaint to a regulator?

Absolutely, and you should. If you're in the US, file with the Department of Transportation (DOT). In Canada, it's the Canadian Transportation Agency (CTA). This is often the only way to get a serious response. It's the lever you pull when the airline has completely ignored you.

What if my baggage was lost or damaged?

Act fast. You must report it at the airport before you leave, or they'll fight you on it. Get a file reference number. That number is gold. Then, you have to follow up with their central baggage claims office online, which is a totally separate process from the airport staff, because making things simple is apparently not their style.

Complain About Air Canada - File a Complaint Today

It’s not just you. Dealing with Air Canada can feel like a nightmare. Seriously, their Trustpilot score is a dismal 1.3 stars, with a staggering 91% of over 6,000 reviews rating them as 'bad'. It gets worse. The Better Business Bureau has logged over 1,500 complaints against them in the last three years alone. The most common issues flagged by customers are about baggage problems and terrible customer service when trying to get refunds for canceled flights. If you're tired of being ignored or given the runaround, you're in the right place. It’s time to get the resolution you deserve, and we’ll show you how.

Last Edited on 07 Dec, 2025

Olivia Harper, Senior Content Manager

10 min read

Best ways to complain to Air Canada

Here are the most effective channels to get your complaint heard. Be prepared to be persistent, as reaching a human can be a challenge.

Contact Method	Details & Availability	Why use this instead...
Webform	Online Submission Form	Best for non-urgent issues. Creates a documented paper trail with a case number.
Phone	1-888-247-2262 (24/7)	For urgent issues like last-minute flight changes or lost baggage at the airport.
Social Media	Tag @AirCanada on X (Twitter)	Good for public complaints. Their social media team often responds to direct mentions to manage public image.
Mail	Air Canada, Customer Relations, P.O. Box 6475, Winnipeg, MB R3C 3V2, Canada	A last resort for formal complaints. Use certified mail to ensure it's received.

⏱️ Estimated Response Times from Air Canada After Complaining

Getting a quick reply is rare. Honestly, 'immediate' is not in their vocabulary.

Method	Expected Wait Time
Phone	15 minutes to 2+ hours (hold times are notoriously long)
Webform	5-30 business days, sometimes longer
Social Media	24-72 hours for an initial, often generic, response
Mail	30+ business days, if they respond at all

🔍 Tips to Get a Quicker Response from a Complaint

Call them first thing in the morning, right when their lines open, to avoid the longest queues.
Have your booking reference, ticket number, and Aeroplan number ready before you call or type.
Keep your explanation short and to the point. State the problem and what you want clearly.
If you get nowhere, politely ask for a supervisor or a manager's name.

How to Escalate Your Complaint

If Air Canada ignores you or gives you an unsatisfactory answer, don't give up. Your next step is to file a complaint with a government body. For travelers in the United States, the primary regulator is the U.S. Department of Transportation (DOT).

You can file a complaint with the DOT online. They will forward your complaint to Air Canada and require the airline to respond directly to you and the DOT. While the DOT doesn't adjudicate individual cases, the pressure often gets a response. The process works, but prepare to wait. Air Canada usually has 60 days to provide a formal response once the DOT gets involved. Remember, you must have tried to resolve the issue with the airline first.

Email Template to Complain to Air Canada

Subject: Unresolved Issue with Booking Reference [[Your Booking Reference]] - Final Attempt

To Whom It May Concern,

I am writing again to resolve an issue with my flight on [[Date of Flight]]. This is my third attempt to get help with this matter, as my previous calls on [[Date(s) of previous contact]] did not lead to a resolution.

On my original flight, my baggage was damaged, and several items were missing. I filed a report at the airport (Report #[[Your Report Number]]), but I have received no follow-up or compensation. Frankly, the lack of communication and the time I've had to spend chasing this down has been incredibly frustrating and has ruined my travel experience.

To resolve this, I require a full reimbursement of [[$Amount]] for the damaged luggage and missing items, as detailed in my initial report. I have attached photos of the damage and receipts for the missing items.

If I do not receive a satisfactory response and confirmation of my compensation within 10 business days, my next step will be to file a formal complaint with the U.S. Department of Transportation.

Thank you for your prompt attention to this matter.

[[Your Name]] [[Your Aeroplan Number, if applicable]]

Additional Helpful Tips to get Your Complaint Resolved

Always ask for a reference number. Whether you're on the phone or using a webform, get a case or ticket number. It's your only proof of contact.
Use specific keywords. When writing, use words like 'safety violation,' 'denied boarding compensation,' or 'DOT regulations' if they apply. These phrases can trigger a faster, more serious review.
Keep a log. Note the date, time, and name of every person you speak with, along with a summary of the conversation. It's tedious but invaluable if you need to escalate.
One Reddit user mentioned they got a response only after they filed a complaint with the DOT. The airline apparently called them within a week. Sometimes, you just have to go straight to the regulator.

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