Air Canada Reviews 

Zero Customer Support, Poor Property Vetting, & Abandoned Mid-Trip
We booked a complete family package through Air Canada Vacations expecting a seamless vacation experience, but it turned into an absolute nightmare.
1. Substandard Resort Vetting:
Air Canada Vacations includes properties in their portfolio that fail basic health, safety, and hygiene standards. The resort they booked us into had bugs on exposed buffet food, dirty pool water, rocky/poor beach access, and severe mosquito issues. It is shocking that a brand like Air Canada attaches its name to such properties without proper quality control.
2. Exhausting Transfer Service:
After an already long flight with young children, the Air Canada shuttle transfer took over 90 minutes to reach the property. Expecting families with young kids to sit through an agonizingly long bus ride after international travel shows a complete lack of operational thought.
3. Total Refusal to Assist or Take Ownership:
When our young daughter got sick and we faced severe neglect from resort staff, we made the necessary decision to transfer to a different resort for our family's well-being. Air Canada Vacations completely failed us when we needed them most. Their representatives refused to take any responsibility, would not assist in arranging or coordinating our transfer, and outright refused to update our return airport pickup service for our flight back home.
Verdict:
Air Canada Vacations takes your money upfront, but when an emergency occurs or a property fails to deliver basic standards, they abandon you. Save yourself the stress and book your travel independently or through a provider that actually offers customer care.

No words can describe how useless this company is. Avoid using them.

Very disappointing experience with Air Canada Vacations

We booked our vacation package about six months in advance because it included direct flights from Calgary to Cancun. Later, the direct flights were cancelled, and we were rerouted through Toronto, which did not work for our plans at all.

Our friends received a notification about the change, but we received nothing. Meanwhile, our online booking still showed “Confirmed” with the original direct flights. Getting through to customer service by phone was extremely difficult, making the situation even more frustrating.

Now we are left without the vacation we had planned and looked forward to. Comparable replacement packages are more expensive, so we cannot simply book another trip within our original budget.

People plan their vacations in advance and choose packages based on the flights being advertised. Changing those arrangements without properly notifying customers shows a serious lack of care and respect for their time and plans.

We have never experienced anything like this with other travel companies. Extremely poor communication and very disappointing customer service.Very disappointing experience with Air Canada Vacations

We booked our vacation package about six months in advance because it included direct flights from Calgary to Cancun. Later, the direct flights were cancelled, and we were rerouted through Toronto, which did not work for our plans at all.

Our friends received a notification about the change, but we received nothing. Meanwhile, our online booking still showed “Confirmed” with the original direct flights. Getting through to customer service by phone was extremely difficult, making the situation even more frustrating.

Now we are left without the vacation we had planned and looked forward to. Comparable replacement packages are more expensive, so we cannot simply book another trip within our original budget.

People plan their vacations in advance and choose packages based on the flights being advertised. Changing those arrangements without properly notifying customers shows a serious lack of care and respect for their time and plans.

We have never experienced anything like this with other travel companies. Extremely poor communication and very disappointing customer service.Very disappointing experience with Air Canada Vacations

We booked our vacation package about six months in advance because it included direct flights from Calgary to Cancun. Later, the direct flights were cancelled, and we were rerouted through Toronto, which did not work for our plans at all.

Our friends received a notification about the change, but we received nothing. Meanwhile, our online booking still showed “Confirmed” with the original direct flights. Getting through to customer service by phone was extremely difficult, making the situation even more frustrating.

Now we are left without the vacation we had planned and looked forward to. Comparable replacement packages are more expensive, so we cannot simply book another trip within our original budget.

People plan their vacations in advance and choose packages based on the flights being advertised. Changing those arrangements without properly notifying customers shows a serious lack of care and respect for their time and plans.

We have never experienced anything like this with other travel companies. Extremely poor communication and very disappointing customer service.Very disappointing experience with Air Canada Vacations

We booked our vacation package about six months in advance because it included direct flights from Calgary to Cancun. Later, the direct flights were cancelled, and we were rerouted through Toronto, which did not work for our plans at all.

Our friends received a notification about the change, but we received nothing. Meanwhile, our online booking still showed “Confirmed” with the original direct flights. Getting through to customer service by phone was extremely difficult, making the situation even more frustrating.

Now we are left without the vacation we had planned and looked forward to. Comparable replacement packages are more expensive, so we cannot simply book another trip within our original budget.

People plan their vacations in advance and choose packages based on the flights being advertised. Changing those arrangements without properly notifying customers shows a serious lack of care and respect for their time and plans.

We have never experienced anything like this with other travel companies. Extremely poor communication and very disappointing customer service.

There were numerous issues with the all-inclusive vacation; they turned everything upside down and then clammed up, ultimately refusing to accept any responsibility. Yet, they took a hefty sum of money.
Their loss. Between my family and friends, we purchase over a dozen vacation packages and tickets every year. We are done doing business with Air Canada Vacations!!!!!!

Booked the Cycladic & Crete tour with Air Canada Vacations Sept, 2026. While the tour concept of booking our own tours of what we wanted to see worked well for us, the upgrade to 4 stars accommodation was very disappointing. 4 Different hotels … first hotel in Athens was way outside Athens city centre with only 2 restaurants within walking distance on a very busy roadway. Had to take an uber to get to pick up location for a food tour then uber back to our hotel as we were located so far out that walking wasn’t an option. Second hotel was in Paros and was nice but again location was not great. There was a very little seaside town with a few restaurants (took us approx 25 mins to walk there) but not much else to see. We took an uber (100 euros return out of pocket) to the bigger town just so we could explore some sights. This hotel was nice and very clean but beds were extremely hard so getting a good sleep did not happen. The staff were very nice and attentive but the hotel “manager” at the front desk was a very miserable person and was actually rude to us. Third hotel in Santorini was the nicest and really had easy access to various restaurants and tours. Other than feeling our room was in the basement it was clean and comfortable. Fourth hotel in Heraklion, Crete was in no way a 4 stars hotel (it was more like a 2 stars hotel). Location was ok. It was on an extremely busy street with a bit of a walk to get to the old town centre. Our room was tiny with mold in the shower, bathroom door that was rotted, and greyish towels that had zero absorption (just plain gross). So, in my opinion, this is an overpriced vacation package considering we paid for upgraded accommodations and it fell extremely short on that. We probably wouldn’t book with Air Canada Vacations again.

Worst possible company to deal with. And, they play financial games that end up costing you more. Would never, ever use Air Canada Vacations again. Only if I despised someone would I recommend ACV. Will never book a flight with Air Canada either as I dont want a penny of our funds to ever go to anything to do with Air Canada. Haven't even gone on the vacation and the process has been a nightmare.

Perhaps I should be grateful this trip is not ever going to happen with ACV. I have attempted multiple times *since mid August 2026 until today 22/09/26) to book a family trip for 26 people ~ and each step has been an uphill battle ! NO CUSTOMER SERVICE - NO Attempt to even appear interested in the business. I have been an AC loyal customer for 45 years and my attempt to book a surprise trip to an All Inclusive resort for 26 family members ,all on one invoice, has been a mysterious frustration leading to failure to book. I do not recommed ACV to anyone now ! After reading the reviews here I am certain this was a warning ahead of what could have been a huge mistake . Perplexed! I will rethink how I want to spend my travel dollars in the future.

I recently returned from an Air Canada Vacations package to Morocco — the “Imperial Cities” tour — and unfortunately, it was one of the most disappointing travel experiences I have ever had. I expected a well-organized cultural tour, but instead encountered poor planning, excessive commercial stops, inadequate communication, and very little opportunity to actually enjoy Morocco at my own pace.

After more than 12 hours of travel, we arrived in our first city only to begin sightseeing immediately, despite being exhausted and unable to check into our hotel for another five hours. Rather than allowing travelers time to rest, adjust, obtain local currency, or even buy basic necessities like water, we were taken directly to tourist sites and pressured into additional paid activities.

Lunch arrangements were also problematic. At one restaurant, the credit card machine was “conveniently” out of service, forcing guests to pay cash despite many of us not yet having Moroccan currency. This set the tone for much of the trip.

The schedule throughout the tour was exhausting and overly rigid. Nearly every day involved boarding the bus at 8 or 9 a.m. and spending up to 12 hours either driving or following tour guides, with almost no free time to independently explore the cities we visited. Ironically, despite covering so much ground, many visits felt rushed and superficial.

One of the most frustrating aspects was the merging of our English-speaking tour with a predominantly French-speaking group. We had specifically booked an English-language experience through Air Canada Vacations, yet once the French group joined, the tour became heavily French-oriented. Announcements, explanations, and interactions were often conducted primarily in French, and at times the English translations were minimal or unclear. One guide spoke virtually no English, leaving the main guide with limited English proficiency to summarize key information.

The combined-group arrangement also resulted in repeated visits to the same locations simply because the French group had not yet seen them. We visited multiple argan oil vendors, carpet shops, and duplicated tourist stops where sales pitches seemed to take priority over cultural experiences. It became increasingly obvious that many of these stops benefited the guides and local vendors more than the travelers themselves.

Several lunch restaurants appeared to cater specifically to tour groups, offering overpriced meals of poor quality. Again, it felt less like a thoughtfully curated cultural experience and more like a series of commercial partnerships.

The itinerary itself was also poorly designed. Some destinations involved hours of driving for virtually no meaningful experience. Tangier, for example, required a long bus ride only for us to arrive late at night and depart early the next morning, leaving no real opportunity to explore the city. Similarly, our final return to Casablanca included repeated stops at locations we had already visited solely for the benefit of the other group.

Overall, the trip felt exhausting, repetitive, and heavily commercialized. Rather than leaving Morocco with an appreciation for its culture and history, I left feeling frustrated and disappointed. Air Canada Vacations should seriously reevaluate how this tour is organized, managed, and marketed, particularly regarding language expectations, excessive shopping stops, and the complete lack of personal free time. All the English speaking members of the group were dissatisfied as well and will think twice before ever using Air Canada Vacation again.

I cannot recommend this tour package.

Booked a vacation package to Italy via Air Canada Vacations in Feb 2026 (departing Oct 1). We are now 20 days out from the trip with no idea of which hotels we are staying at or the travel time table for each city. We can't book tickets to museums etc because we don't know our train times or even how that works with the package. Called customer service to no avail, literally ZERO information after multiple tries. We haven't even been able to daydream or plan this massively expensive trip because we have zero info apart from flights. Awful. Will never ever book with them again and will continually tell friends not to also.

Do not use Air Canada vacations . While overall trip to Northern Italy and Bernini express was good you are better off booking things on your own . Misleading descriptions like : luxury bus (not true ) , scenic boat tour ( not true was over crowded ferry) , address provided for wine tour was incorrect ( was accused by AC vacation staff that we were lying ) Use itinerary and book events your self you will save 50 per cent . For trains book first class not 2nd it is worth it particularly on the Bernini Express . Repeat do not use air Canada vacations .. I will never make that mistake again .

Absolutely horrible and I would never recommend Air Canada Vacations!
We booked our vacation in good faith and then they stuck us in an accomodation that is 2.5 km from the main attractions and downtown area.
Horrible experience, horrible and unflexible policies and horrible customer service. We even agreed to pay extra in order to change the hotel location but they would not accomodate us. Please be aware and do not book with this inflexible and horrible company. Air Canada Vacations does not deserve your business,

We booked what was supposed to be the honeymoon of a lifetime through Air Canada Vacations. We spent months planning it and paid a premium for a luxury package that included an oceanfront swim-up room, 24/7 room service, butler service, premium liquor, complimentary wifi throughout the hotel, beach service, spa access, water park tickets, excursions, water sports, and all the amenities that justified the price we paid.

Then, just a few weeks before departure, Air Canada Vacations emailed us to say they were moving us to a completely different resort and downgrading our room. Not only are we losing the oceanfront swim-up room, but we're also losing many of the features we specifically booked and paid for. Instead of a luxury adults-only experience, they're offering a garden-view junior suite at an older resort that isn't even adults-only. No swim-up room. No privacy. No 247 room service, not even wifi, thats extra... No luxury experience. Even the pool access is shared across multiple sister resorts.

Their "solution"? Pay them an additional $3,000 if we want something comparable to what we originally booked.

Think about that for a second. We booked months in advance specifically to lock in pricing. Now, three weeks before our honeymoon, they're telling us that because prices have gone up, we have to pay thousands more to get the experience we already contracted and paid for. Of course prices are higher now.. that's exactly why people book early.

What makes this even worse is the complete lack of customer service. We asked to speak with a manager and were told that wasn't possible. Everything has to be "escalated by email." We've already spent a day waiting for callbacks, and every day that passes, the prices get higher. In fact, the amount they quoted us today is higher than what they quoted yesterday so we are getting a degraded experience the longer they take with their email escalations...

At this point, it feels less like customer service and more like being held hostage. They've waited until the last minute, removed the product we purchased, and are now demanding thousands more dollars to restore what we originally booked. They are not trying to make things right. They are not honoring the vacation we paid for. They are simply passing the cost onto the customer and leaving us with no realistic alternatives weeks before our honeymoon.

I've never experienced anything like this with a travel company. If you're considering booking an important trip through Air Canada Vacations, be aware that the package you purchase may not be the package you actually receive

My family’s experience with Air Canada Vacations (ACV) was marked by misrepresentation, lack of support, unresolved issues, and an astonishing absence of customer service. What should have been a simple vacation turned into a sequence of preventable failures, followed by six months of silence and a dismissive “final” response from a no‑reply email address. I am submitting this review to warn other travelers about the risks of booking with ACV.

1. Misleading Package Information – No Airport Transfer Provided
At the time of booking, the ACV package for Curaçao clearly displayed airport transfers as included. There was no warning or indication that transfers were excluded. We were traveling with a minor and would never have selected a package without this essential service.

Upon arrival, no transfer was provided. We were forced to arrange our own transportation at a cost of US$50. This was a clear deviation from what was advertised.

Months later, ACV claimed the package “did not include transfers,” contradicting what was shown during booking. Their refusal to acknowledge this discrepancy demonstrates a lack of transparency and accountability.

2. No Orientation and No On‑Site Representative
Throughout our stay, we received no orientation meeting, no welcome briefing, and no information about the ACV representative at the resort. We had no point of contact for assistance, despite ACV advertising in‑destination support for many of their packages.

ACV later stated that “customer care in Canada” is sufficient. It is not. The absence of on‑site representation directly contributed to the escalation of issues that followed.

3. Hotel Room Leak – Acknowledged but Never Addressed
Our hotel room experienced water leakage from the room above, creating unsafe and unsanitary conditions. After significant effort, we located the ACV representative, who personally saw and acknowledged the issue.

Despite this, no action or follow‑up occurred.

In their eventual response, ACV claimed the hotel “has no record” of any maintenance request. This is false. The representative witnessed the problem firsthand. The hotel’s later offer of a future room upgrade does not address the discomfort and disruption we experienced during this trip.

4. Abandonment After Flight Cancellation
When our return flight was cancelled, ACV provided no assistance whatsoever, even though we were traveling with a minor and the resort was fully booked during peak season.

We were left entirely on our own to secure alternative accommodation, which cost:

US$490 for lodging

US$20 for transportation

The ACV representative did not appear, and no support was offered. This abandonment caused significant stress at a time when ACV should have been providing guidance and assistance.

5. Flight Cancellation and 26‑Hour Delay
Our return flight (AC1864) scheduled for December 29 was cancelled due to unresolved technical issues originating from the previous day’s flight. The rebooked flight (AC1998) was then delayed because Air Canada failed to secure timely crew accommodation.

We were stranded at the airport from 8:00 AM until 6:44 PM, with a total delay exceeding 26 hours. The crew themselves acknowledged operational failures by Air Canada.

This was not a weather‑related delay. It was an operational failure, and the lack of communication or support from ACV and Air Canada made the situation significantly worse.

6. Six Months of Silence Followed by a Dismissive Response
Perhaps the most troubling part of this experience was ACV’s handling of the complaint itself.

ACV ignored the complaint for six months.

There is no phone number to reach ACV customer service for complaints.

The only reason we received a response was because we called the sales line for a new booking and insisted on escalation.

The eventual reply came from a no‑reply email address, preventing any further discussion.

The response dismissed every concern, contradicted facts, and declared the matter closed.

This is not customer service — it is avoidance.

Final Statement
Our experience with Air Canada Vacations revealed systemic issues: misleading package information, lack of in‑destination support, unresolved hotel problems, abandonment during a flight disruption, and a complete absence of meaningful customer service. The six‑month delay followed by a no‑reply dismissal underscores a company unwilling to take responsibility for its customers’ experiences.

To spare yourself unnecessary stress, unexpected expenses, and extremely poor service, I strongly recommend avoiding Air Canada Vacations and Air Canada whenever possible.

Booked an all-inclusive package that included airport transfer from San Jose airport to our resort in Jaco Beach, only to arrive at airport (in middle of the night) and find no shuttle waiting for our entire group! Waited for telephone or online assistance for over an hour, then finally divided group up into taxis. Submitted claim form and taxi receipt in February, and by June there was still no response or reimbursement. Just abysmal consistency and customer service from Air Canada Vacations; they are great at taking your payment but terrible at delivering what you paid for, or helping you deal with any travel disruptions along the way. If you don't want to get stranded at the airport, then I suggest you avoid booking with Air Canada Vacations.

South Korea and Japan: 16 day Tour
We just returned to Canada and are elated with the tour. The tour guides in Korea, Esther and Minie were fantastic. They were attentive, knowledgeable and expert at keeping the group moving and yet providing sufficient time for everyone to enjoy each segment of the trip. The support was complete and consistent throughout their segment of the trip. Similarly, our Japan portion of the trip was also excellently curated by Lia. Lia was extraordinary; she provided a level of service and care that was way beyond! She had each of us link onto a WhatsApp group for the tour group. Using this, she was able to keep everyone both informed and linked up. Anyone that went missing could be contacted and herded back to the group. It also allowed her to find lost people. She used the link to constantly take photos and share it with the group. She also was able to provide us with the appropriate link to write a review for our trip (ehem). The trip itself was amazing, although my initial intention was to get to Japan and just tacked on Korea, I would go to just Korea again without hesitation. It was just as amazing and fantastic as Japan for sure! Both places were great for shopping with Korea having even better value and your dollar going even further.

If I could give zero stars, I would. Even one star is too much.

Absolutely terrible customer service from Air Canada Vacations. I booked a vacation to Cuba through RedTag, but the trip was organized by Air Canada Vacations.
My flight from Vancouver to Toronto was cancelled, and I was supposed to continue from Toronto to Varadero. It was Sunday, and nobody from Air Canada, Air Canada Vacations, or RedTag informed me that my flight had been cancelled. I only found out myself at the airport.
I had to arrange and pay for a new flight out of my own pocket because I could not reach anyone from Air Canada Vacations or RedTag. Airport staff told me I would need to deal with the companies later for reimbursement.
Because of this, I arrived one day late to my vacation. Nobody refunded me for the lost vacation day, the extra flight, or the hotel costs. Later, when I finally managed to get through to Air Canada Vacations on Monday, I was told there would be a shuttle waiting for me at the airport in Cuba to take me to my hotel. Nobody was there. I had to pay another $40 for a taxi, and again, nobody reimbursed me.
I kept all my receipts and tried to resolve everything afterward, but Air Canada Vacations kept passing responsibility around instead of actually helping. What was supposed to be an affordable vacation ended up costing me much more for service that was completely unacceptable. The hotel was terrible, the vacation itself was disappointing, and the customer support was useless.
I will never book a vacation connected with Air Canada Vacations again. The whole experience felt like a scam.

My wife and I booked a package to Melories Jibacoa. We booked the early morning departure from YYZ so that we would arrive in Varadero and get most of our first day at the hotel. Were we ever wrong. We checked out of our overpriced hotel early to get to the gate early. We were at the gate by 4 am. And then we sat. Delays upon delays. Minimum info from the gate. After about 5 hours of being jerked around, we tried to get info. This continued until 4 pm when our gate was finally moved. All the unhappy travelers were told that due to the delay, we should file a claim for the delay. My wife and I did so immediately after our return to Canada. Our claim was declined in less than 24 hours because it was outside of Air Canada's control. We get nothing. I am 77 years old. I do not know how many times that I will ever fly again but I will guarantee you that it will never be with Air Canada. End of rant.

I just spoke with the rep in the lobby of the Ocean El Faro in the Dominican Republic. He took no responsibility and was arguing that the prices I was given weren't true . Implying that I'm lying ;completely missing the point that we should of been advised of extra costs before taking our money.We booked an adventure boogies tour from the lobby of the Ocean El Faro .195 USD for the excursion which was agreed. Once we got dropped off at the site the employee that greeted us told us that we had to purchase a bandana and a pair of goggles for 25 usd each. For us three this would be an additional 75 dollars USD to even take part of the excursion we've already paid for. Plus during the tour they asked if I'd like to hold a parrot and iguana. After a few pictures on my wife's phone he tells us it's 28 USD per person. That's close to 200$CAD plus the original 195USD . My god. Air Canada Vacations sent us to them knowing that I'd be stuck giving more money .

Just got off the phone with Winnie. Likely a rare find these days !!! Cheers to you Winnie for being so professional and helpful unlike most of your colleagues. I hope any future caller gets to have her on the line and hope her supervisor acknowledges her for providing superior customer service.

I am very disappointed. Life is unpredictable — due to an accident and bowel surgery, I was unable to go on my trip. It wasn’t a holiday, but a long journey to visit my parents in Ukraine (three flights, over 24 hours). I notified the company a month in advance and simply asked to change the date, not for a refund. The company showed no flexibility or understanding whatsoever.