Air Canada Vacations - Mississauga, Ontario

boubker L.

Je suis cuisines

emmmercedes

If I could give them 0 stars I would. I highly do not recommend booking any significant trip through air Canada vacations.

My fiancé and I booked a trip to Mexico for Christmas 2023 in November of 2023. We looked at reviews and booked a resort that came recommended from air Canada vacations. We looked forward to our first solo trip away for over a month. I will say the travel day was smooth, the airport was amazing. The problems started once we arrived to the resort. Upon entering the front gates of the resort we were greeted by broken tiles and a horribly maintained resort. Once we actually arrived in our room, it was stained all over the bathroom and shower. There was also mold growing on the ceiling in our bedroom. Unfortunately since we checked in later in the day the reps weren’t on site so we waited and went to go the next day to speak to them.

In the meantime, we walked to resort and discovered so many more extremely unattractive things about the resort. There was construction everywhere, things were tarped off, there was water damage everywhere you went. There were no chairs by the pools, and the pool was an extremely long walk away from any rooms (not as described in the description). We then decided to try the buffet… wow I didn’t think it could get any worse. The buffet hall had no AC so all the food was sweating or already soggy. We could barely find enough to eat.

We ended up going to the rep the next day- there was already another couple there complaining about the same issues who arrived the same day. We voiced our concerns and the only thing the rep said to us was “ok I’ll contact my manager to get the refund process started”. She never offered to switch our room or to rectify any of our concerns.

We booked a flight home- out of pocket on top of the almost 5,000$ we paid for this trip already and flew home the next day. When we contacted air Canada vacations, they said they had no record of us even showing up or checking in… so we would not get a refund as we did a “no show”. After proving and going back and forth with another rep and even sending pictures of all the issues we had, they said unfortunately they are not to be held responsible for any misleading information from the resort. Even though they recommended this resort, they would not be giving us any compensation for any of the issues we had encountered. This also took several months of going back and forth with an unhelpful rep taking weeks and months to reply to my emails. I gave them many chances to fix what they had done before writing this review, hence why it’s been almost a whole year. We are approaching December of 2024 and we have yet to have any communication of value. Basically air Canada vacations doesn’t care about customer service, they just care about taking your money. Please please please do not book through them for any all inclusive packages. Do not end up in the same boat of loosing 5,000$ like we did. Extremely disappointed, they will never be getting any of my money or time again.

K S.

We recently booked an Air Canada Vacation to Curacao. The resort was clearly advertised as a Hyatt Dreams 5-star but as soon as we arrived we knew we were not at a 5-star resort. This resort is a tired 3-star, at best. Pictures are worth a thousand words and in this case, it definitely applies. As you will see, the resort has old, tired rooms with mold in the bathrooms, virtually all of the beach chairs are ripped and sagging and the beach is very small and not well kept. We met with the Air Canada rep, who tried his best but was nothing more than a conduit to the corporation. He was frustrated with the lack of effort shown by Air Canada and said he’d faced other complaints similar to ours. Most telling of all, after working with us for five days straight, he informed us that he was resigning because he couldn’t continue to see the conditions and hear the complaints while being helpless to make a difference for his customers. We have been long-time supporters of Air Canada but no longer trust the brand to deliver on its promises.

Stephane C.

The vacation itself was pretty good, the trip back requires a vacation to recover from though . For the return trip we had to check out of the resort at 2pm and the pick up to go to the airport was schedule for a little after 5pm in order to be at the origin airport for 6pm for a flight at 9:25. We landed at Toronto airport at 1am. For a connecting flight at 6 am . And just to make things even better we had to go through security yet again. Wonderful end to a vacation that cost a small fortune. My recommendation is use a company that will arrange thins so do not have to spend 3 hours in one airport and 5 hours sitting in a different airport waiting for the security screening to start so we could make it to the gate area for our connection flight.

Brooke H.

Before you book with Air Canada Vacations, please read this review. As Super Elite members, we expected excellent service, but our experience has been far from that.

Air Canada Vacations changed our trip to Saint Lucia without informing us, and then canceled it three months before departure.

When we tried to reach them, we spent hours on hold and were transferred multiple times with no resolution.

Our original room choice was no longer available, so they downgraded us to a basic room, but still charged us for an oceanfront view.

Despite requesting a refund, they refused.

After speaking to a manager, we were promised compensation, but we’ve yet to receive anything. To make matters worse, while waiting on a delayed flight, I called the resort to confirm transportation arrangements, only to be told they didn’t even have our reservation for the holiday at all!

At this point, it’s almost comical. Honestly, I think I could run a better travel agency from my basement with my dog.

Anthony I.

*BE ADVISED THIS RATING IS FOR THE CUSTOMER SERVICE PROVIDED BY AIR CANADA VACATIONS AND NOT A REPLECTION OF THE SERVICES PROVIDED BY THEM*

My family and I travel at least 3 times per year using an airplane. We may not be the most traveled but we travel quite frequently in my opinion. Air Canada Vacations is by FAR the WORST customer service oriented vacations planning division we have ever encountered. We still book with them because we are budget conscious and three months later when your trip finally arrives, you forget the countless hours you spent on hold or sleepless nights you spend trying to access their website that is always down when you need it. Lets break it down:
1. Phone calls take FOREVER. We have spent a minimum 2.5 hours PER PHONE CALL We needed to make to Air Canada Vacations. We don't choose this path but are forced to call since we have an infant under the age of 1. This has also resulted in us losing out on a lower price because we could not contact them the same day.
2. Once you get someone on the phone, they cant help you with EVERYTHING. They often need to transfer you to another department to do something that they can't do.
3. Once you get transferred, the phone system doesn't allow you to key in your choices (option 1, option 2 etc.) and instead hangs up the call resulting in another 2.5 hour wait time. (Sometimes they have a call back feature, sometimes they don't. Who knows how that works...)
4. Trying to do anything online other than booking the actual trip is a mess. I feel like Alice in Wonderland spiraling down a rabbit hole of links and websites and transfers that ultimately require me to call back resulting in a vicious cycle.

Spark notes: Unless you value a deal much more than a smooth and comfortable transaction process, I would NEVER book another trip with Air Canada vacations.

Having said all that.... Air Canada has always been a great choice when flying. Their pilots don't bounce the planes off the ground when they land, they usually offer complimentary wine and beer, they have decent airplane staff and usually treat you quite well. Book your vacation with Air Canada using EXPEDIA or some other vacation booking system and you wont be disappointed.

Tiago M.

UPDATE

STILL HAVE NOT BEEN CONTACTED. WORST SERVICE IS AN UNDERSTATEMENT. Submitted a second claim and still no response.

Absolute worst, pre-booked seats. Got switched day of travel. Unable to get my refund and unable to speak with anyone directly. Followed their procedures and submitted claim. (Although customer should not have to go through process of explaining themselves when it's the Air line that switched planes and bumped your seats) They should automatically refund the pre paid seats.

Mark

AC and AC Vacations ganged up on us and we missed out on a full day of our 7 day all inclusive Air Canada Vacations package. All AC offered was a paltry 'goodwill' gesture of a $500 e-coupon between the two of us. I strongly recommend to not book a destination vacation with these two organizations. You may think (as we did) the booking via Air Canada Vacations would ensure some sort coordination with AC in the event of an issue, but, as you can see below, the opposite is true. We saw others in our queue easily rebooked to their final destination that day, but not us:
"Before we agree to accept this remuneration offer ($500 CDN), per the CTA's APPR I need the following details from Air Canada: The exact reason the for the delay: WHAT exactly was the mechanical issue, WHEN was it discovered, and WHEN was it resolved. We also request an explanation for why Air Canada Customer Service at YOW at 7:45 AM was not able to reroute us to our final destination that day. We need this information because we booked with Air Canada Vacations and they have told us that the responsibility lies entirely with Air Canada, while that morning January 12 (7:45 AM) AC customer service told us that the rebooking issue was entirely an AC Vacations issue. We have posted copies of this correspondence to social media and will be posting both AC's and AC Vacations' responses as we receive them."