Review Insights · App Store
Air Canada + Aeroplan
Air Canada · 24,696 ratings · ★ 4.8
4.8
★★★★★
24,696 ratings
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Top complaints - extracted from 55 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"airline"
14 negative reviews mention this · 25% of all complaints
★★★★★ "Worst Airline App I Have Used. Kept asking me to input same personal info over and over again and freezing, causing me to start over. It wouldn’t let me access boarding passes on first leg." - DB Author
2
"canada"
12 negative reviews mention this · 22% of all complaints
★★★★★ "They are cheap. Aircanada is so stingy and cheap even with platinum you have to pay for standard seat !" - Parastoo-ITUNE
3
"flight"
11 negative reviews mention this · 20% of all complaints
★★★★★ "Ripped Off. Paid $828 for a round trip with the right to change my flight at the front of the plane. When I changed I was charged $832 for the last seat non-reclinable seat. I feel nothing else but ripped-off. That’s what you get after spending 4 hour…" - THX Air Canada
4
"doesn"
8 negative reviews mention this · 15% of all complaints
★★★★★ "Doesn’t work at all. Everything errors out. Cant find my reservation, cant check me in. Website works fine." - MyDogRed7
5
"seat"
7 negative reviews mention this · 13% of all complaints
★★★★★ "Ripped Off. Paid $828 for a round trip with the right to change my flight at the front of the plane. When I changed I was charged $832 for the last seat non-reclinable seat. I feel nothing else but ripped-off. That’s what you get after spending 4 hour…" - THX Air Canada
6
"check"
7 negative reviews mention this · 13% of all complaints
★★★★★ "Inability to check in. Wouldn’t let me check in and the app would crash every time I tried. My phone is pretty new and on pretty decent wifi which leads me to believe it’s an app problem and not a phone problem." - SDBL31!
7
"into"
7 negative reviews mention this · 13% of all complaints
★★★★★ "The worst airline app I’ve ever used. I’m struggling to do anything on this app, including log in and check into my flight" - Whatpoint
8
"flights"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Can’t select more than 2 flights for multi-city trip. I’m trying to book a 3 segment trip. The webpage for PC is crashing, and the app does not offer the option to add another flight beyond the 2 existing slots :(" - Star99965
9
"trying"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Can’t select more than 2 flights for multi-city trip. I’m trying to book a 3 segment trip. The webpage for PC is crashing, and the app does not offer the option to add another flight beyond the 2 existing slots :(" - Star99965
10
"update"
6 negative reviews mention this · 11% of all complaints
★★★★★ "App no longer loads for older iPhone users. The app now displays an upgrade icon upon startup particularly for older iPhone users who are running iOS 16 or earlier. There is no way to bypass this notification and run the older version of the app. Please fix this bug, unless it is the…" - The Mimp
11
"lost"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Worst airline ever. I was a passenger brought back from Hurricane Melissa in Jamaica. I took a direct hit from the storm in Montego Bay, had to stay an extra week to get a flight out of Jamaica. And the flight I finally got on was AIR CANADA, was my first time…" - lando906
📋 All 55 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Worst
Not professional and not on
Slow and non connective
The app opens to an online portal. Nothing loads and it often times out. It won’t let me download my boarding pass.
Worst Airline App I Have Used
Kept asking me to input same personal info over and over again and freezing, causing me to start over. It wouldn’t let me access boarding passes on first leg.
Inability to check in
Wouldn’t let me check in and the app would crash every time I tried. My phone is pretty new and on pretty decent wifi which leads me to believe it’s an app problem and not a phone problem.
Worst airline ever
Unbelievably bad
The worst airline app I’ve ever used
I’m struggling to do anything on this app, including log in and check into my flight
Very slow process
Booking my trip was a very slow processs and loading times took way too long.
what is a human size?
LHR - YYZ on Boeing 777-300ER: Oh, please forgive us if we have sinned. whatever it is we did, your punishment of being squeezed into seats half adult person size with NO leg room, and having to contort to make any human movements including trying not to stab neighbor with wooden fork while eating that “chicken or pasta”, exceeded the weight of whatever it was we did to deserve it. the plane clearly was built for 3
Seats where 4 were later installed and instead of room for legs or bag, it was a built in bumper); the only way to fit a shoulder was to contort sideways, don’t dream of reaching the floor at any point with head inches away from the next seat in front, maybe a trained contortionist can give it a chance. Seven hours of being pushed from behind (the back of the seat so thin that anything the passenger from the seat behind was doing in their front pocket was felt Iike stabs in the back. What did we do to deserve it and what was the due process to establish our guilt? Whatever it was I did, I’d say the punishment was disproportionate to the offense, I swear.
Will need a chiropractor after this, will send bill.
Seats where 4 were later installed and instead of room for legs or bag, it was a built in bumper); the only way to fit a shoulder was to contort sideways, don’t dream of reaching the floor at any point with head inches away from the next seat in front, maybe a trained contortionist can give it a chance. Seven hours of being pushed from behind (the back of the seat so thin that anything the passenger from the seat behind was doing in their front pocket was felt Iike stabs in the back. What did we do to deserve it and what was the due process to establish our guilt? Whatever it was I did, I’d say the punishment was disproportionate to the offense, I swear.
Will need a chiropractor after this, will send bill.
Late flight and overbooked
So far, our flight has been delayed over 3.5 hours!
Impossible to check in on mobile
I've tried checking-in on 3 different phones, and every single time the app freezes when you enter in the emergency contact information. Please fix Air Canada.
App is broken
When trying to book a round trip flight it shows me departing flights but then jumps straight to payment without showing options for return flights. It works on the website properly but not on the app.
App no longer loads for older iPhone users
The app now displays an upgrade icon upon startup particularly for older iPhone users who are running iOS 16 or earlier. There is no way to bypass this notification and run the older version of the app. Please fix this bug, unless it is the intention of Air Canada to not allow all account holders to access the app if they have older iPhones? My account info is displayed underneath the upgrade pop up window showing that this is artificial obsolescence.
Update: please include a way to dismiss the upgrade pop up so that we can use the older version of the app or features.
Update: please include a way to dismiss the upgrade pop up so that we can use the older version of the app or features.
Photos
Please include a way to upload passport info so one can download a boarding pass without seeing the ticket agent. That’s the whole
Point of an app for most customers
Point of an app for most customers
Can no longer access app because of update
That sucks.
Worst airline ever
I was a passenger brought back from Hurricane Melissa in Jamaica. I took a direct hit from the storm in Montego Bay, had to stay an extra week to get a flight out of Jamaica. And the flight I finally got on was AIR CANADA, was my first time flying with them. Long story short, they lost my bags and later returned them and I’ve been trying to be compensated for this set back for almost 3 months now, 2.5 months to be exact… I’ve called in a dozen times, had the case escalated 3 times…! even though the case has been OPEN for a month, as told to me by the phone agent. THEY NEGLECT THEIR CUSTOMERS WHEN THEY ARE IN THE WRONG. AND FOR THAT, AMERICANS SHOULD STOP USING AIR CANADA. They are rude at their airports and they aren’t accountable for their mistakes!!!
Doesn’t work at all
Everything errors out. Cant find my reservation, cant check me in. Website works fine.
slow
Slow slow slow slow slow
Stop abusing your passengers
Why on earth would you stuff a full plane worth of passengers into a 90 degree and stuffy (so stuffy it’s hard to breathe) airplane just to not move it an inch for over an hour. I understood that we were already delayed and it was no problem to wait in the terminal for an hour before this additional hour in cramped and dangerously warm plane prison. This whole keep them stuck on a plane without any updates or info (no flight attendant in sight after they gave their presentation 20 minutes in) thing is disturbing. Terrible service.
Always delayed never on time
This airline goes out of its way to put their priorities over the priority of their passengers never on time and will cancel flights with almost no compensation just to avoid delay fees.
Pre-authorised 5 stars
Due to your “Pre-authorized gate handling fee”, I will pre-authorise you to get one star unless you drop that fee.
fly canceled at anytime - aircraft maintenance
fly always canceled at anytime with same reason - aircraft maintenance
Doesn’t work
Air Canada advertises that you can track your bags on the app. However, when I try to use the feature I alternately get an error message or zero information. Not only that, but it’s been days since my bag was lost, and Air Canada has provided no information whatsoever about my bag. Extremely disappointing.
Needs lots of work!
App is fine just to check in and track flight status but it’s useless to get a refund if your flight is cancelled (and calling Air Canada means waiting in the phone for 90 minutes). This App is substandard compared with United or Delta’s, the other airlines that I fly with.
Insanely buggy
On three separate occasions I couldnt do a single thing at all on the app. Completely busted back end
Garbage Account Sign Up
Does not let me sign up, my information is perfectly entered, matching my global entry exactly. Likely because they want to price gouge and force me to pay cash price on a busy weekend. Greedy airline like usual. Hopefully another Luigi situation, we can only pray.
Amateur Hour
How is this app rated so high? Usually that is indicative of fake reviews.
Here’s why this app is lacking at best:
• Terms and Conditions are blank with only choices to agree to or cancel on nothing a user can read
• Cookies popup locks on the screen
• Color support for visually impaired is broken
How this garbage passes Apple’s review is nuts. Try it on your phone instead of the Development “virtual phone”.
Also one more thing, the app is incapable of linking actual flights from partner airlines.
Before balking my app is current, my iOS is the latest.
This app is clearly designed and supported poorly.
Here’s why this app is lacking at best:
• Terms and Conditions are blank with only choices to agree to or cancel on nothing a user can read
• Cookies popup locks on the screen
• Color support for visually impaired is broken
How this garbage passes Apple’s review is nuts. Try it on your phone instead of the Development “virtual phone”.
Also one more thing, the app is incapable of linking actual flights from partner airlines.
Before balking my app is current, my iOS is the latest.
This app is clearly designed and supported poorly.
Lost baggage
I am very disappointed on how I don’t have my luggage even after three days of landing and Air Canada cannot find my luggage. When I tried to contact them, they want me to use their website.
App fine, logistics sucks
Every step of a 4 step journey was littered with delays, including a scheduling issue months out that lost us a day of resort stay so we could spend the night at the airport instead.
The app worked. Don’t find yourself needing it.
The app worked. Don’t find yourself needing it.
Worst airline (app)
After booking flight I was locked out of my aeroplan account. The app is beyond useless and doesn’t update/show flights even. Then they lost our luggage and asked us to purchase what we need with a promised refund. I put in the claim 3 months ago and still waiting on that refund. Oh and the points for the flights were never added to my aeroplan account. What aeroplan account even. Trying to contact customer care is a joke.
The entire airline feels like a joke.
The entire airline feels like a joke.
Junk
App has all the functions of the major airlines but nothing works. It always tries to take you to an embedded browser and nothing wants to load. Even something as simple as viewing the seat map before takeoff doesn’t work. Canada would benefit from more competition in the airline space.
This app is piece of junk!
Worst airline app!!!
I will never used this airline
I will never used this airline again , people are rude ( flight attendants ) and we were diverted for a passenger emergency lost our connection put in a hotel 20 mins away from the airport without shuttle at the time we needed after more than 12 hours flight with 2 hrs of sleep then the conception they gave us we have less than few minutes to board . It was insane what a disaster.
Bad
Seat selection gives me error repeatedly
worst travel app
worst travel app ever. flights never update and app always has issues with adding existing flights to app. Actually hot garbage.
Cannot join Aeroplan
I’ve tried to join over ten times, but each attempt has been unsuccessful due to an error related to my address. The app keeps indicating that I’m using characters other than numbers or letters, but I’ve carefully checked, and that’s not the case.
Something seems to be wrong with the system. I even contacted support, but unfortunately, they were not able to help. Could you please look into this issue or let me know how I can proceed?
Something seems to be wrong with the system. I even contacted support, but unfortunately, they were not able to help. Could you please look into this issue or let me know how I can proceed?
Impossible to add trips
Been trying to add trips for days and it’s just impossible! It keeps getting an “unexpected” error
Never had a good experience, ever
Your nickname should be air delay and cancel!
Never works
Can’t book. Can’t check in. Can’t laid boarding passes. Useless.
Can't add trip, not automatic either
The app is ridiculously flawed. Every time you try to get a trip into "my trips" it rejects the addition saying "sorry we have an unexpected problem." It also will leave under "my trips" trips that occurred months ago so it doesn't clear out old trips either. Rubbish you would expect from a monopoly
Avoid
Terrible airline! Last minute cancellations without refunds. Avoid if you don’t want your plans ruined!
Luggage tracking not working
The app said my luggage was on the carousel but it never actually arrived to the city I flew into
Never use it again
Worst airline so far, even united is better
Unbridled Advertising
Air Canada is bragging that from now on, every time someone makes a reservation through this app, they will receive an offer for an Air Canada credit card. UNBELIEVABLE
Trash
Terrible app. Would never load and constantly crashed- doesn’t update real time flight updates.
Still terrible
This Airline stands out for over charging paid customers and gouging where ever possible!
Seat change
App doesn’t even let me change my seat. Isn’t it 2025?
App doesn’t work
Can’t select a passenger. Can’t add a payment. Can’t select a country. No countries exist. This app is a train wreck. Sadly the website is too.
Can’t download
Tried to check in and failed. Deleted to reinstall and now won’t download. Wifi is fine
Checked in Bag is missing including my cloths and my sons cloths and some chocolates
Checked in Bag is missing which includes my cloths and my sons and some chocolates, this is the first time I am traveling with Air Canada and had a very bad experience
And not at all happy with this
Had to purchase cloths for me and my son and chocolates
Totally not happy
And not at all happy with this
Had to purchase cloths for me and my son and chocolates
Totally not happy
Ripped Off
Paid $828 for a round trip with the right to change my flight at the front of the plane. When I changed I was charged $832 for the last seat non-reclinable seat. I feel nothing else but ripped-off. That’s what you get after spending 4 hours waiting to speak to an agent. Great customer support all around.
+ 5 more in the clipboard copy
Sentiment summary
96%
Positive (4-5★)
1%
Neutral (3★)
2%
Negative (1-2★)