Air Canada Vacations

Im writing to share our recent experience my wife and I had with Air Canada Vacations. Originally booked a trip to the S Hotel in Jamaica, a destination that held special meaning for us.

Our first vacation together was in Montego Bay, and this trip was meant to be our first time away alone since our son, Caleb, was born. We were both looking forward to reconnecting and taking a much-needed break.

Unfortunately, our plans were canceled due to Hurricane Melissa. Having lived in Barbados, I know the devastating impact hurricanes can have, and we still wanted to travel in order to support the region and its people. After the cancellation, however, rebooking proved to be quite challenging.

Both my travel agent and I spent several days and hours on hold before we were finally able to change our booking to Mexico.

Just a few days after that, my wifes father sadly passed away following a difficult battle with terminal cancer. It was an incredibly emotional time for our family, and we had no choice but to cancel our trip.

Given the circumstancesthe hurricane cancellation followed by an unexpected family lossI had hoped that Air Canada Vacations might be able to offer some flexibility, such as a travel credit, the ability to rebook for a later date, or even a partial refund.

Unfortunately, we were advised that no assistance could be provided.

I completely understand that policies are in place for a reason, but I truly hope that, considering the exceptional situation, Air Canada Vacations might be able to show some compassion and help us find a fair solution. We have always valued Air Canada and have had positive experiences in the past, which makes this situation especially disappointing.

Warm regards,

Daniel Burstein

Failed to deliver. Grand Decameron Bucerias.

10th visit to Mexico. 5th to Puerto Vallarta. Worst food and vacation in my life. The only positives were the weather and the beach.

Could not get a dinner reservation for the first night and had to get up at 7:30 and wait over 30 mins to make a dinner reservation the next.

Family told me they would rather be home in Vancouver ( 2 degrees and raining) less than 24 hours into our stay. Will never stay at one of these resorts and will never use AC Vacations again.

We upgraded from baseline lodgings. Of the 3 hotels in our package, only one had a decent location.

The other 2 were so far from the town center and anything worth seeing that we had to spend hundreds of dollars on transportation to see anything of interest. Secondly, who arranges hotel transfers for 5:30 a.m. for people on vacation?

Two of our 3 transfers left the hotel before 6 a.m. We will seriously consider ever using Air Canada Vacations again.

When you have a monopoly you can do whatever you want.

sharing our familys story - Air Canada & Air Canada vacations

Experience leaving Cancun

We are a family of 4

Plane did not leave due to a mechanical problem

Allegedly - The air conditioning in one section of the plane was not working

Flight attendants did not think it would prevent us from leaving.

We waited 2 hours for the fix / determination that they would leave

This would mean we would miss our connecting flight

As it was set up by air Canada vacations they would know the inevitable consequences of the delay

In order to contact and make advance communication with our work, families, travel agent in Halifax and set up a hotel for the overnight in Montreal, we had had to pay $24 to get internet on the plane

We arrived stayed the night in Montreal

Air Canada did pay up front for the hotel but we had to take care of meals

Vouchers for a few restaurants in the airport were provided, but of course closed and only restaurants at the airport, not at the hotel or area where the hotels were (several in one area)

Next day flight was not leaving until 1:00 pm and although we paid for upgraded seats on the original flight we were jammed into regular seats on the new flight

My wife and I missed a day of work our children missed a day of school

We paid for additional meals not covered, since we were waiting around during the delay caused by the faulty plane

We paid for seat upgrades we did not receive

We paid for an additional day of parking in the the parking garage at the Halifax airport

We submitted for the legal compensation that Air Canada or any airline is obligated to pay, when a plane is down due to the fault of the airline

We received the following explanation to deny the claim

Dear Michael,

Thanks for contacting us about your request for compensation due to your flight disruption.

We've reviewed your booking and weve confirmed that the root cause and the most significant contributing factor of your delay was due to

This flight was delayed due to unforeseen maintenance that does not include scheduled maintenance or mechanical problems identified during scheduled maintenance.

In accordance with the Air Passenger Protection Regulations, a delay caused by

This flight was delayed due to unforeseen maintenance that does not include scheduled maintenance or mechanical problems identified during scheduled maintenance. is determined to be within our control but required for safety-related reasons and you are not eligible to receive any compensation.

Learn more about your rights when there is a flight disruption.

While this may not be the answer you are looking for, we apologize that you were not able to get to your destination at the originally planned arrival time. Please know that we are committed to serving you better the next time you fly with us.

Sincerely,

Air Canada

The trouble I have with this is the low standard that Air Canada Vacations holds them to when it comes to logistics involving families and individuals

We trusted a company that advertises how great they are at handling the details

The reality is the company does not hold itself accountable to any standard of customer service and approaches customer experience on the defensive

No apology, no internet, no meal on the plane, no refund for the seat upgrades, no explanation of what the actual problem was.

Just an email to say fortunately your case fits into a grey area and although the government put rules in place due to our horrendous record of poor customer experience, we are able to skirt the guidelines in your case and not pay you anything

Best advice: do not use this agency. Worst experience, avoid this tour operator, AG Boutique Journey.

They are the third-party company Air Canada Vacations uses in Italy, and our experience with them was a disaster. We paid for a four-star superior accommodation but were given 2 out of 4 hotels with filthy carpets, broken furniture, damaged hardwood floors, broken shower, broken toilet fan, hair on the towels, no mosquito nets on the windows, and the list goes on. They booked us on a train very early morning, arriving at the next destination by 10am and, the dirty hotel was not available until 3pm. No locked luggage room available.

We contacted the agency and they did nothing. They told us we could change accommodation at our own expense. We would rate these hotels no more than 2 stars. The issues extended beyond accommodations.

The car transfer from Salerno to Taranto was terrifying! The driver drove 130 km/hour in 50 km zones, weaving through construction, and on the phone or playing with his hair or picking at the skin of his nails the entire trip.

If youre considering Air Canada Vacations for Italy, be aware that they rely on AG Boutique Journey, whose services are far below standard. Avoid this operator to prevent a similar and disappointing experience.

Had the worst vacation of my life with Air Canada Vacations. I filed an official complaint letter with the hotel while I was there.

I came back and filed an official complaint with ACV. I got a thank-you letter for my complaint and no compensation whatsoever.

I can't even reply to their email as it comes from a do not reply email, so I need to enter the contact us page on their website. Spend your hard-earned money with some other tour operator where customer service actually means something.

As usual, Air Canada tramples passenger rights for the sake of profits

On June 17, 2024, I purchased a trip for two to Curacao with Air Canada Vacations. The one week trip was scheduled for April 2025.

In my particular case, this was the end result of a very meticulous selection. As I travel with my husband who is in constant treatment for his stage 4 kidney cancer, there are many details that must be carefully checked ahead of time. We have a window of roughly 10 days every six weeks - where he is between treatments and is able to enjoy travelling. I go to a lot of trouble to book only direct flights that do not leave or arrive at ungodly hours, scrupulously avoiding connecting flights or overly lengthy flights.

So, you can imagine how delighted I was when I purchased a package with a 5-hr flight to Curacao that corresponded with our dates and needs. Because this was an advance purchase the price was good, considering that Curacao is an expensive destination.

However, on December 10, I was advised by Air Canada of a schedule change. Our flight would now be leaving Montreal at 6:00 am. with a layover and a change of planes in Toronto and an even worse scenario for the return flights.

They do advise you that you have the option of cancelling your trip with a full refund. How generous of them now that all the Black Friday specials are behind us and current packages to Curacao currently cost roughly $1,300 - $1,500 more than when I purchased.

After explaining my particular circumstances to an Air Canada agent, I requested that my trip be moved to a nearby day where the direct flights are still available at no extra cost to me. I was advised that my case would be reviewed. What a total waste of time!

Absolutely, no consideration for the fact that I am now unable to replace the trip with an equivalent unless I want to dig deep into my pockets. Had they let me know in June or July things would have been different, but to advise me in mid-December that my long-awaited trip to Curacao is down the tubes is totally unacceptable!

If a grocery store advertises a special price on a product and lets you down, they will honour their promise by giving customers a rain-check coupon. What does Air Canada do? They re-neg on their promise by not delivering the goods as advertised.

They offer no compensation and no exceptions are made for special circumstances. On December 21, 2024, the federal government proposed amended air passenger protection regulations. What about the rights of a care-giver who never knows if this is the last trip that she and her spouse may be able to enjoy together? What about the rights of someone who has a serious medical condition that severely limits his ability to travel?

Why is it always the customer who must assume the loss for Air Canada's failure to deliver the goods?

I DO NOT WANT A REFUND. I WANT AIR CANADA TO GIVE ME WHAT I PAID FOR!

We booked the Air Canada Vacations Greece package trip: Island Discovery (12 days/10 nights). This trip had three different packages: Comfort Accommodation (3-star hotel), Superior Accommodation (4-star hotel), and Premium Accommodation (5-star hotel). The website lists hotels for each package, but notes that they are examples for reference only. When I called Air Canada Vacations and asked two different people what would be the reason we do not get the four 5-star hotels listed, both answered that once you book your trip, they contact their associates in Greece who make all the accommodations and tours. If those hotels are not available on the days you will be there, they will book another 5-star hotel for you. So, we booked our trip and took the Premium 5-star Package, paid our $9,000.00, and waited. From some of the reviews I read about Air Canada Vacations, many people did not get what they had paid for and were not pleased with the hotel choices they ended up with.

After waiting a week since we paid our money, I emailed all the Premium Hotels on their list. Athens: Divani Caravel, Mykonos: Myconian Imperial Resort, Paros: Paros Agnanti, Santorini: Costa Grand Resort. I explained in the emails that we would be in their area on the dates specified and asked if they had a standard room available for those nights. Every one of those hotels responded that they indeed had rooms available for our dates and would be happy to book them for us. I immediately called Air Canada Vacations and my agent at Trip Central, who helped us book with Air Canada Vacation, and informed them that I have email confirmations from all the 5-star hotels in their ad that they have rooms available for the dates we will be there. I stated clearly that we are expecting those hotels when we arrive at the destinations.

Upon our arrival in Athens, we were driven through graffiti-covered streets to a hotel called The Wyndham Grand. Though the inside of the hotel was nice, the surrounding area was filled with graffiti and half-torn-down buildings. We were cautioned by the Air Canada rep in the shuttle to be careful when walking around this area, and she recommended that my wife purchase a smaller purse with a longer strap to wear across her torso rather than over her shoulder. On our way to tour the Acropolis, we passed The Divani Caravel Hotel where we were supposed to be booked. This hotel had no graffiti and a pleasing exterior, vastly contrasting with The Wyndham Grand.

Next was Mykonos and The Myconian Imperial Resort. This resort overlooks Paradise Beach, at a stunning location. But contrary to our expectations, we were booked into the San Marco Hotel, which is in the middle of nowhere. It required a 20-minute shuttle ride to Mykonos City and a 30-minute shuttle ride to Paradise Beach. Plus, their shuttle only operated every four hours. Our stay in Paros was similar: we ended up in the advertised hotel, but again it was isolated with a shuttle that ran every six hours.

Around this time, we met a lovely couple from New Brunswick who had booked the same package as us, the Premium Package. The only difference was that they had upgraded their flights to first class with Air Canada. As you can expect, they stayed at the Divani Caravel in Athens, and The Myconian Imperial Resort overlooking Paradise Beach. Our last stop was Santorini and The Costa Grand Resort. We were allocated rooms at the far end of the property, with the view being a plain, white wall. Our new friends' rooms looked over a pool and the beach. Upon lodging a complaint at the front desk, stating that our room was not at par with our friends' despite having booked the same package, they apologized and relocated us to the room right above the other couple's.

Regrettably, it appears as if our friends received the package they had initially booked only because they paid $4,000-$5,000 extra for first-class flights with Air Canada. I have decided not to use Air Canada Vacations again. Whenever I voiced a complaint, they shifted the blame onto their contacts in the destination. Furthermore, the contact for Air Canada in Santorini had us take photos of a sheet of paper containing important information and told us to contact her on WhatsApp for any queries before promptly exiting the bus.

I am looking forward to hearing from a manager at Air Canada Vacations before I post this on every website I possibly can.

George & Nickie McGee

19 Shadyglen Drive

Stoney Creek, Ontario

Titleist4@***.net

905-973-****

On June 17, 2024, I purchased a trip for two to Curacao with Air Canada Vacations. The one week trip was scheduled for April 2025.

As I travel with my husband who is in constant treatment for his stage 4 kidney cancer, there are many details that must be carefully checked ahead of time. We have a very brief window wherein we may travel. I book only direct flights that do not drag on. I was delighted when I was able to purchase a package to Curacao that corresponded with our dates and needs.

However, on December 10, I was advised by Air Canada Vacations of a schedule change.

Our flight would now be leaving Montreal at 6:00 am. with a layover and a change of planes in Toronto and an even worse scenario for the return flights.

After explaining my particular circumstances to an Air Canada Vacations agent, I requested that my departure date be moved to April 19th (rather than the 17th), where the direct flights are still available at no extra cost to me. I was advised that my case would be reviewed. Unfortunately, to no avail.

Now, had they let me know in June or July I would have been able to deal with the change, but to advise me in mid-December is totally unacceptable!

If a grocery store advertises a special price on a product and lets you down, they will honour their promise by giving customers a rain-check coupon. What does Air Canada Vacations do? They re-neg on their promise by not delivering the goods as advertised. They offer no compensation and no exceptions are made for special circumstances.

On December 21, 2024, the federal government proposed amended air passenger protection regulations.

What about the rights of a care-giver who never knows if this is the last trip that she and her spouse may be able to enjoy together? What about the rights of someone who has a serious medical condition that severely limits his ability to travel?

Why is it always the customer who must assume the loss for Air Canada Vacations' failure to deliver the goods?

I DO NOT WANT A REFUND. I WANT AIR CANADA TO GIVE ME WHAT I PAID FOR!

They continued to ridicule us made me loose my glasses and I have a bladder issue so I have to use the bathroom quite often. They are causing me of going to the bathroom in the lobby I asked them for video proof. I did indeed use the bathroom outside off in the distance in a private corner, which was my fault.

My two daughters are traveling.

1. The initial flight was canceled. The new itinerary has more stops.

2. Each of the three flights was delayed.

3. They arrived in Tulun and the paid transport had already left.

4. When we called customer service, they said, 'We can do nothing. Get a taxi.'

To me, it is a matter of safety. This is very disappointing. We paid a good price for a promised service that is not being honored. There are no consequences for these big companies. We need customer protection laws to hold them accountable and to publicize their behavior in the media.

In December, my husband and I booked a trip to Cozumel for one week with Air Canada Packages. The day before we were supposed to fly out of Halifax my husband experienced a medical emergency and was advised that it would not be safe to travel.

We had purchased insurance but were told that because it was less than three days to travel they could not help us.

They asked us to submit a medical doctor's letter to explain the situation and it would be considered. We did that and have spoken with customer service several times but were told today that they could do nothing for us.

I have had 3 different phones on hold for the past 2 days. Longest hold was 6 hours, then it was 9pm and I assume you weee closed.

One of the phones I pressed 1 for a call back. 2 days now, no call back yet. Im on hold again now. Day three, if I could make flight changes under manage your vacation, I would not need to call at all.

Called AC they said I had to make any flight changes through Air Canada Vacations. I leave in 6 days and will miss my connecting ferry and lose a day vacation if I cant get an earlier departure flight!!!

I book a trip to Cuba with Air canada Vacation, I live in Ottawa when I was speaking to the agent I asked if there was anyway to avoid spending the night in Toronto airport, I was told no. While at the resort I spoke to other customer who used Air Canada Vacation to book their vacation. It turns out all I had to do avoid spending the night in TO airport was to change the day to a Wednesday which would have made me go through Montreal airport and would have allowed us to get late the same evening as our departure from Cuba.

I am trying to book a vacation to Liberia, Costa Rica from Toronto in January 2025. I'm looking for a ten-day stay.

When I go to confirm the booking, it changes my flight from Business to Economy. Will you be able to help me? Air Canada is my preferred travel company.

I look forward to hearing from you. Thanks, John Noble.