Air Canada Reviews 36

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.

This is a case of false advertising and failure to advise of construction on the Dreams Cap Cana all-inclusive resort and spa property’s beachfront. My claim was submitted upon my return over one year ago, in February 2025. After a formal complaint and subsequent request to escalate my claim, Air Canada Vacations (ACV) has failed to compensate for the misrepresentation and failure to provide services as advertised.

I submitted my claim in Feb. 2025 and was notified in May 2025 that ACV refused to provide compensation and subsequently requested that the claim be escalated — only to wait an additional 9 months for the same response in March 2026. I want to ensure that other travellers are aware of potential advertising scams and the lack of accountability on behalf of all parties in this case. Neither the seller, supplier, or hotel have acted in good faith and customers seemingly have no recourse despite the obvious misrepresentation and lack of compliance. Please see below for more details.

Supplier: Air Canada Vacations

Seller: Sell Off Vacations

All-Inclusive Travel Package: Dreams Cap Cana Resort & Spa (Punta Cana, Dominican Republic)

Hotel: Hyatt

Situation:

Upon arrival at the resort, I discovered that the beach — a central feature of the all-inclusive package promotional ads — was completely closed and inaccessible due to major repairs. The area was taped off as a safety hazard and had clearly been under repair for an extended period of time. To add, as per videorecorded proof (available upon request), the presence of heavy machinery on the beach and the sound of drilling throughout our stay at the resort were extremely disruptive. This situation was not disclosed to me at the time of purchase nor prior to my departure, despite the fact that the issue had been a longstanding one according to the hotel concierge. To add, the ACV customer service representatives I spoke to both on site and via phone failed to provide a reasonable solution (i.e. I was quoted $7000+ to relocate to another hotel within Punta Cana citing a ‘cancellation penalty’). The hotel offered a poolside ‘Bali’ bed for a day, valued at $50/day as compensation, which I politely declined given the situation.

The beach access was a material component of the package I purchased, and its unavailability constitutes a failure to deliver essential services as advertised. Under Québec consumer protection law, this amounts to a misrepresentation of services, as I was not informed of a major limitation that significantly impacted the quality and value of the package.

I requested appropriate compensation for this failure, specifically:

A partial or full refund of the package price to reflect the loss of the beachfront amenity, or

An equivalent monetary credit applicable to future travel.

Neither ACV or Sell Off Vacations has returned my call or request to speak after numerous attempts.

I would like to begin by noting that Mexico is one of our preferred vacation destinations, and we typically travel there several times a year. As experienced travelers to the region, we understand that high humidity can occasionally contribute to minor odour issues.
We recently booked a vacation through Air Canada Vacations, which described the Blue Diamond Luxury Boutique as a five-star resort. Based on our experience, even a three-star rating would be generous.
Upon arrival, we were informed that our assigned room was located approximately one mile from the beach. This was unexpected, particularly as I have mobility challenges, and there was no indication of this distance in the Air Canada Vacations description. We were reassured that a shuttle service operated regularly.
When we were escorted to our room, we found it to be spacious, but it was immediately apparent that there was a strong and overwhelming odour of mold and bleach. Visible mold was present throughout the terrace and outdoor furniture, and the air quality inside the room was extremely poor, suggesting more extensive issues.
My husband returned to the front desk with a staff member to explain that the room was not suitable due to the air quality. The staff kindly offered us an alternative room; however, while slightly improved, it still had similar issues. Both rooms were outdated and did not reflect the quality or appearance advertised on the Air Canada Vacations website.
While in the second room, my husband attempted to contact an Air Canada Vacations representative using all available phone numbers listed on our booking confirmation and the company’s website. Unfortunately, four out of five numbers either went unanswered or disconnected immediately. He was able to leave one message, but we did not receive a response.
Due to the ongoing air quality concerns, we were ultimately unable to remain at the resort. We arranged accommodations at another resort offered through Air Canada Vacations. Approximately three hours after leaving a message, we finally received a call from an Air Canada Vacations representative; however, this was not in response to our earlier attempts to reach them. When my husband explained the situation, we were informed that no assistance could be provided because we had not contacted them prior to leaving the Blue Diamond property. Despite explaining our repeated but unsuccessful attempts to reach someone, we were advised to follow up after returning home.
Once home, my husband submitted a detailed account through the Air Canada Vacations online portal, as no direct phone support is available. Several weeks later, he received a response requesting that we submit photos. Unfortunately, attempts to upload these images were unsuccessful. He followed up again through the portal to request guidance on how to provide the photos, but it has now been over a month without any further response.
Based on this experience, I would caution others against relying solely on Air Canada Vacations’ resort ratings and descriptions, as they did not accurately reflect the condition of this property. Additionally, we were very disappointed with the level of customer service, particularly the lack of timely support during and after our experience.

Classic Air Canada problem. Will never book Air Canada Vacations again. They cancelled our flights today March 16 due to weather ? It’s 13C today and other airlines are still flying as usual. Because of weather as the reason then they get away with everything which means no voucher or refund even if you loose a night of hotel stay, they asked you to ask your own insurance, so unfair. It’s a package that we booked, we loose 1 night and 1 day but they don’t care if you loose money. They should not operate anymore f they can’t offer a better compensation for the passengers losses. No more air canada vacations booking. Our one week was shorten into 5 days. So annoying.

Boy do I ever regret not going through a travel agent. I book an all-incl vacation every year thru exitnow.ca. Air Canada Vacations for the same price had 8000 Aeroplan miles if you book directly through them Nov 2025 boxing day sale.
Here we go:
Jan 19 - I rec an email stating Balance due $200.
Jan 21 - 1hr 40min hold time spoke to Hama. She advised didn't know what this additional charge was. She asked to fwd my payment booking email and confirmed it was paid in full. Said she'd call me back. Never did.
Jan 29 - 38min hold time spoke to Rosa. She said there looking into it. I asked again what this charge is. She had no idea and said not to worry I would receive an email soon. I asked how long. She said it would take weeks?!
Feb 3 - 2:04am I get another email stating i still owe $200. This is what it looks like:
***********************************************
Your Samana trip is coming up!
Don't forget that the remaining balance for your vacation is due within the next 15 day(s).
.
Once the payment is processed, you will receive an email confirmation.
If the payment is not received in time, Air Canada Vacations reserves the right to cancel your booking.
.
Unless you or your travel agent has been notified in writing that your booking has been cancelled due to
insufficient payment, your booking remains confirmed and full payment is due as per Air Canada Vacations'
payment schedule.
.
Here is your booking summary:
Booking reference number: xxxxxxx
Amount due: $200.00
***********************************************
There's still no notes, now threatening to cancel my trip, and no callback. Like a sucker and afraid they'll cancel I paid the $200 (btw i paid over $9000 IN FULL black Fri sale. The trip is now over $11000 if you cancelled and rebooked it.)

Feb 10 - email rec'd "apologies for the delay. were still looking into this." From Daniela.

Nothing since in almost a month.

Never again. Keep your Aeroplan 8000 points WHICH I NEVER GOT!!!! USE a travel agent! This company is freaking terrible and obviously do not give a sh*t about there customers. Customer service acted like they just want you off the phone and did absolutely nothing. Can't imagine being on vacation and requesting them for assistance what that nightmare would be like. Do yourself a favour and avoid this BS company at all costs. I'll fly AC no issues with the airline. Just will NEVER book directly thru AC vacations ever again! Buyer beware!

March 6th I got my itinerary today. I'll be fighting to get my $200 back as it keeps ongoing. Next time booking exitnow.ca!

They are horrible to deal with,no answer never.Plus they should let people know about extra fees and taxes after you arrive at your destination!!!!!!

About the Flight: I was told to get off the plane last even though there was only one hour to get to the next boarding area. I was on a cart waiting to be taken to the next plane. The driver said my companion wasn't allowed to get on the cart with me even though I told her he had to be with me due to a severe head concussion. Then the lady driving wouldn't listen to me when I told her my plane was leaving.
Finally she phoned the plane after I was severely stressed out and told them to wait for me. Meanwhile back on the plane my companion was extremely stressed out because they had shut the doors and said everyone was aboard. Airlines should NOT make people wait to get off the plane last when they have mobility issues and need to have a cart.
The Twin Fin Hotel is the worst Hotel we have ever stayed at! 😩😡 The room was extremely tiny, the blankets were thin, when the toilet was flushed it sounded like a bomb going off, it was also the height meant for a child. The elevators were intolerable, one time it took an hour to get to the first floor. The small swimming pool was almost always full of screaming kids! The lounge chairs were always soaking wet and filthy. The restaurant near the pool had awful food and the hostesses seating me were slow and rude. Only good things I can say, the bed was comfy and cleaning staff were friendly and did a great job! Air Canada Vacations should be ashamed of themselves incorporating this horrible hotel in their vacations! It was not cheap and not worth a plug penny.

Diane Curry

We booked with Air Canada Vacations from January 26 to February 2,2026 to Royalton Riviera Cancun, everything was pretty good with the resort, our one negative experience came right off the bat on our bus ride to the resort, a guide on the bus by the name of Robert ( or Roberto)after welcoming us to the bus , told us straight out that 100 pesos,$5 or $10 are nothing for you , but it goes a long way for the driver and us. We found that very offensive, I think tips are voluntary and left to our discretion. We've travelled a number of times and have never encountered this in all of the Caribbean

Buyer beware! Do not book your trip as an Air Canada Package, as there is a secret third party that operates at the hotels that may be calling the shots and may have the power to control your trip! If anything goes wrong or you need to make a change, it will not be accepted, and you will lose your entire trip package! Travel insurance does not cover a company forcing you to forfeit your travel package, nor does your credit card insurance. Don’t be out of 6,000$ like us. Save yourself the incredible stress, the countless hours spent getting nowhere on the phone (over many weeks), and the chagrin of not being able to afford to go anywhere else in the near future. It should have been a 50$ small adjustment to the booking, but instead cost us so much more.

I am extremely disappointed with the customer service I received from Air Canada Vacations regarding our canceled vacation package. The cancellation itself was handled irresponsibly, and left us stranded without clear communication or support.

After spending over four hours waiting on hold to speak with a representative, we were offered a travel credit instead of a refund. Unfortunately, this credit is virtually useless, as prices for alternative packages at this time of year are nearly double or triple what we originally paid. This makes it impossible for us to rebook a comparable vacation without incurring significant additional costs.

Overall, the lack of accountability, poor communication, and unsatisfactory resolution have left us feeling frustrated and let down. I would urge others to consider these factors before booking with Air Canada Vacations.

One star, because our "host" in Antigua was pretty good. The transfers from the airport to the hotel and back were timely. However, it would have been nice to be told in advance how the transfer would work, and where we would meet our driver. Just a level of anxiety we didn't need while travelling. And a pretty easy fix. So, get your act together - this is a simple one to fix.

The big issue is the Resort Credit of $300 which is a huge scam. If you're using this $300 credit as a factor in deciding which tour company to travel with, think again. In order to get the full value, you'll need to spend about $3,000 on the resort, based on the list they provide. YES. It's not the kind of credit you're thinking. It's $'s off resort things like spa and cabanas. The options are limited, very specific, and limited use of each. So, if you book a spa treatment for $200 say, you can't use the whole credit, just ~$25 of it. And you can only use the spa credit twice. This practice is deceptive, pushes the bounds of legality, and is a total scam.

We booked a package to Grenada through Air Canada vacations. The plane clearly had not been serviced between flights, garbage was flowing out of the washroom bins less than an hour into the flight. Upon arrival, my suitcase was lost, I did not get it for 4 days. Air Canada Vacations response? “Air Canada is a separate entity from us, call them”. Zero help.

Our experience with Air Canada Vacations was absolutely terrible from start to finish. This was a group booking for 19 people for my wedding, and it turned what should have been an exciting time into eight months of nonstop stress, followed by two more months fighting for refunds.
It took months and months just to get names correctly added to flights departing from different cities. Communication was slow, inconsistent, and often incorrect. Every step required repeated follow-ups, and nothing was handled proactively.
Our original trip to Jamaica was cancelled due to Hurricane Melissa. Despite this, Air Canada Vacations repeatedly told me the resort was still open and that everything was fine—even after the resort’s own wedding coordinator personally contacted me to confirm the resort would not be reopening. As a bride, having to argue with the travel company about whether my own wedding venue existed was unbelievable.
Because Air Canada Vacations offered no real support or solutions, we were forced to find our own flights and a new resort in Mexico to accommodate all 19 guests—on our own, during a crisis, and under immense time pressure.
The Mexico trip was significantly cheaper than Jamaica, yet over two months later we are still waiting for refunds for all 19 people, including upgrades that were promised and never delivered. There has been no urgency, accountability, or meaningful communication.
Air Canada Vacations provided:
Terrible service
Terrible communication
Broken promises
Zero support during a wedding-related emergency
They made wedding planning miserable, stressful, and unnecessarily difficult for nearly a year. I would never recommend Air Canada Vacations, especially for group bookings or destination weddings.

I have revised my assessment of Air Canada Vacations based on their most recent behavior and resolution provided with regards to our multiple cancelations. Not entirely happy, but acceptable considering that we still manage to save half of our trip.

Their customer service is unreliable, I think that their call center is based in Mexico, after being booked and having cancelled three flights on the same day, multiple calls "dropped" by their call center with promise to "call back" and calls that never came, we no longer beleive that this company cares for its customers, after losing thousands due to the multiple cancelations we will think twice before booking with them again. If you are going to book through ACV I strongly advise you to buy or have travel insurance through your credit card.

In February ’25 we booked a two week all-inclusive at the Fiesta resort in Costa Rica through AC Vacations on line. The only glitch to that trip was ascertaining the return shuttle to the airport in San Jose. The transfers to and from were included despite not having any voucher for them.
On October 31st we booked three weeks at Hotel Villas Playa Samara in Costa Rica on line with Air Canada Vacations. After clearing Customs and Immigration at the airport in Liberia we were met by an AC rep who asked where we were going. She advised us that we should walk along the sidewalk to find someone with a sign with our names on it. By the time we found no such person and returned to the representative’s location, she was long gone. We had to pay a shuttle service CA$234 to get to the resort, a trip lasting 2-3/4 hours. The only way I was able to make that payment was through PayPal because, for some unknown reason, I was unable to pay with a credit or debit card.
After meeting other guests who travelled with AC Vacations we learned that their transfers had been included despite not having a voucher for same. I used the AC URL specified for customer support during the vacation. That proved to be an endless circuit so today I contacted the local AC rep to register our disdain and disappointment with having to pay for our return transfers. The trip back will cost US$200. The representative looked up our name and the booking number. She explained there was no record on file for prepaid transfers so I had to phone AC Vacations’ help line in Canada.
After explaining our situation we were told that because we had made our reservation as an e-booking online, the transfers were NOT included. WHAT? There was NO warning on that website that explained we would be responsible for paying the transfer fees if we concluded the booking. There was nothing on the website advising there was more than one booking level. Does all-inclusive not mean ALL costs incurred for the vacation from the departure from Canada to the return? I told the AC rep that had I been made aware of the fact that the trip from the airport to the resort was 2-3/4 hours and would cost an additional CA$565 I would never have booked this vacation.
This experience has eliminated Air Canada Vacations from my list of options for the future. It is my opinion that this experience attests to what appears to be a deceptive and unethical practice.

We did Naples and Bella Apulia commencing October 4, 2025.

The transfers, hotels and tours were perfect until we were deposited at the Riva Marine Resort located in the middle of nowhere for five days.

We had asked ACV about the resort and location. The agent said it looked very good and was close to Ostuni.

Here’s what we found.

1) 18 km to Ostuni. One way taxi was 80 euros

2) the saving grace was an arrangement the resort had with a car rental company which included delivery and return at a fair rate. This salvaged our last five days. We were able to visit Ostuni, Lecce and Gallipoli plus enjoy delicious meals away from the resort.

3) resort was tired and just about shutdown for the season. No shuttle to the beach and nothing at the beach. Pool was cold and they were putting the lounge chairs away- no nite entertainment or open bar were open

4)meals included were buffet. Never served hot. Lucky if luke warm. Not much of a selection. Overall, very disappointing- coffee only offered at breakfast and was always lukewarm- wine was On Tap !! like beer and unsalable at best - meals were a repetition of the day before and desserts were always from the night before - leftovers . Salad was head lettuce sitting in water with very limited peppers and onions to add - breakfast was always the same - soupy scrambled eggs - boiled hotdogs - some blackened bacon and a small bowl of hard boiled eggs - definitely not a 4 star selection which we were promised- meals were included as per Air Canada but we ate out for our main meals as much as possible which added an extra expense to our holiday which should of not been required.

Staff at Riva were very accommodating

Before we embarked on this trip, we delayed it a week and arranged an alternate return flight. Apparently, there are some restrictions on flight availability for ACV on Air Canada. We ended up forfitting our return flight which we have never done before. Our one-way return on an other airline line was very expensive but in the end our month in Italy was excellent..

In hindsight, we could have probably booked this trip on our own, had an even better experience and probably saved a few thousand dollars

No more ACV for us.

This tour was sold to us as a Snorkeling tour by Air Canada Vacations rep "Alberto" at our resort. I would not recommend this tour if you want to Snorkel. We made 2 (what the operator referred to as a Snorkel spots). We were only allowed 10 minutes at the 1st stop. The clock started when the 1st of 30 people went down the ladder and entered the water. I was close to the last one to enter the water. I had just gone in the water, was adjusting my mask/snorkel and the captain ordered us all back on the boat. Our 10 minutes was up. The 2nd stop was a sandbar and there was nothing to see in the water at the sandbar with 10 other boats and 300 people in the water, even if there had been any fish they would all be scared away by the 300 bodies in the water. Again, total waste of money if you want to Snorkel and I would not recommend this tour.
We reported our experience to Air Canada vacations, who did nothing to compensate us for the poor tour that was recommended by their tour representative.

Just got back from an AC vacations to Lake Garda. The trip included a day in Venice and Verona as well as a boat cruise with some stops in lakeside towns. It was a great vacation. The hotel was great and the guide Karen through the Travel Department was wonderful. What I liked most was the fact that we had one home base. No switching hotels every other day. I also liked that there was a fair bit of free time to do our own thing. The only downside is I wish it was a bit longer.

I am writing to file a formal complaint regarding my recent stay at the Grand Palladium Resort in Jamaica, booked through Air Canada Vacations. What should have been a relaxing vacation turned into one of the most stressful and disappointing experiences I have ever endured due to negligence, dishonesty, and outright disrespect from both Air Canada Vacations and Grand Palladium staff.

From the outset, Air Canada Vacations failed to meet its obligations. The representative responsible for our travel arrangements did not provide the transfer to the hotel that was included in our package. We were delayed at immigration, and no assistance was provided, leaving us stranded. As a result, we were forced to pay $70 USD plus tip out of pocket to reach the resort. Compounding this, our in-room safe was unreliable and insecure. On one occasion, it appeared locked but was in fact open. This forced us to find creative ways to hide our jewelry, passports, documents, and cash on a daily basis, creating constant stress rather than peace of mind, which one reasonably expects from a paid resort stay.

Grand Palladium Resort compounded the issues with persistent failures in service and cleanliness. From the beginning, basic standards were ignored. Rooms were not cleaned despite repeated complaints; garbage was left unemptied, the bathtub remained dirty, and sand covered the floors. Towels and sheets were not replaced, and we were forced to reuse towels for three days until escalating the issue. Even after being promised daily cleaning, this was never honored.

Guest services and reception made the experience equally unbearable. Phones were never answered, forcing us to spend excessive time walking to the reception desk daily. Staff treated our concerns as a joke, laughing at us and dismissing our legitimate complaints. This behavior was unprofessional, hurtful, and unacceptable. As paying guests, we expected to be treated with respect, honesty, and basic courtesy, and being mocked and dismissed while raising valid concerns was deeply insulting.

The concierge-arranged excursion was also misleading. We were promised a full-day private driver to explore Jamaica. Upon starting the trip, we were informed that excursions typically last only three to four hours, and no meaningful options were provided to allow full exploration. When we attempted to clarify the situation with management, we were dismissed and told that private drivers were not permitted, and that all arrangements must be made through Air Canada Vacations. This directly contradicted the earlier promise, leaving us misled and cheated.

The final insult came with broken promises of compensation. We were initially promised a $100 USD resort credit and a two-night future stay within twelve months. When no reservations were available for the planned activity, we were assured that the credit could be applied toward an alternative meal and that any charges would be waived. However, at checkout, we were harassed to pay $50 USD for the meal, accused of not accepting any offers, and forced into another dispute. The only way the charge was removed was by revoking the promised two-night future stay.

Instead of a vacation, we spent six to eight hours daily dealing with staff over basic hygiene and service issues, contending with dishonesty, intimidation, and disrespect. Air Canada Vacations failed to provide the promised transportation and ensure our security, while Grand Palladium compounded the issues through incompetence, neglect, and false assurances.

I request a full investigation into the conduct of the staff responsible for these failures. I also request written confirmation and reinstatement of the promised compensation: $100 USD resort credit and a two-night future stay within twelve months. Additionally, I request reimbursement of the $70 USD plus tip we were forced to pay due to the missed transfer. Finally, I request additional compensation from Air Canada Vacations for knowingly promoting and selling a resort that treats guests with such disregard.

If these matters are not resolved promptly, I will ensure that this experience is shared widely through consumer protection agencies, public travel reviews, community networks, and social media so that other travelers are warned about the treatment we received from both Grand Palladium and Air Canada Vacations. I expect acknowledgment of this complaint within seven business days and a clear resolution shortly thereafter.