They are horrible to deal with,no…
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!!!!!!
Romana K-R
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Air Canada
1.725 reviews
Last reviewed: Mar 5, 2026Do you agree with Air Canada's TrustScore? Voice your opinion today and hear what 30 customers have already said.
www.aircanadavacations.comMember since Mar 2026
Air Canada is an online company. Based on 25 reviews on TrustPlane, it has an average rating of 1.7 out of 5 stars. Last reviewed March 5, 2026.
Customer Reviews
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25 reviews
About the Flight & Hotel
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
Diane Curry
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Bus transfer to the resort
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 $10 are nothing for you , but it goes a long way for the driver and us. We found that very offensive, I think tips are voluntary and left to our discretion. We've travelled a number of times and have never encountered this in all of the Caribbean
Peter KOUTSOULIANOS
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Buyer beware
Buyer beware! Do not book your trip as an Air Canada Package, as there is a secret third party that operates at the hotels that may be calling the shots and may have the power to control your trip! If anything goes wrong or you need to make a change, it will not be accepted, and you will lose your entire trip package! Travel insurance does not cover a company forcing you to forfeit your travel package, nor does your credit card insurance. Don’t be out of 6,000$ 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.
Emily Christiansen
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I am extremely disappointed with the…
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.
alireza shirvani
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Think again
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.
Joel Herzog
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ACV says they a separate from Air Canada
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.
Robert
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Our experience with Air Canada… absolutely terrifying
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 serviceTerrible communicationBroken promisesZero support during a wedding-related emergencyThey 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.
Michelle Connors
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This is the worst company for booking vacations
This is the worst company for booking your vacation packages, their customer service is horrible, 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 $7k to this horrendus company with horrible service we will never be booking with them again.
Eddie Carr
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In February ’25 we booked a two week…
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.
David Fowler
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Naples and Bella Apulia started well then crashed
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 accommodatingBefore 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.
KN
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I would not recommend air Canada Vacations tour recomendations
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.
Tim Williston
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Lake Garda package
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.
Sue
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I am writing to file a formal complaint…
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.
Jag Chevli
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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!
Yvonne Cailyer
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Tried to make a simple enquiry…
Tried to make a simple enquiry regarding my booking, requesting transfer assistance. Tried calling them several times. They put you on hold for hours and than at 5 pm hang up suggesting to call next day. Awful service. When trying to make the request at Air Canada directly, they refer you back to AC vacations. Dismal outfit.
Wittigo
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AIR CANADA GROUP VACATIONS
AIR CANADA GROUP VACATIONS - What an ordeal to get this done I am into almost 100 e-mails and many phone calls. It isn't easy to extract information and get exact costs using this service. You do save some $, but I question the value considering the pain. They are extremely slow to respond to anything and following requests for seating etc is not a strong suit. Just my experience so far.
Bob Taylor
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Air Canada Vacations Never Again...
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). These are the Hotels on the website for each package, it says that these are examples for your reference only. When I called Air Canada Vacations and asked two different people “What would be the reason we don’t get the four 5 Star Hotels you have listed? Both answered that once you book your trip they contact their “People in Greece” who make all the accommodations and tours. If those hotels are not available on the days you will be there, then they will book another 5 Star Hotel for you. So we booked our trip and took the Premium 5 Star Package, paid our $9000.00, and waited. Some of the reviews I read about Air Canada Vacations was that a lot of people didn’t get what they paid for. Also were not pleased with the hotel choices they ended up with.So I waited a week after we paid our money, and I sent an email to all the Premium Hotels on their list. Athens: Divani Caravel, Mykonos: Myconian Imperial Resort, Paros: Paros Agnanti, Santorini: Costa Grand Resort. Explained in the emails that we would be in their area on the dates we would be in those cities and asked if they had a standard room available for those nights, then waited for their replies. Every one of those Hotels above answered back 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 it with Air Canada Vacation, and let them all know that I have email confirmation from all the 5 Star Hotel in their ad that they have available rooms for the dates we will be there. Also that we are expecting to be in those hotels when we arrive at those destinations. After we flew into Athens we were driven down graffiti-covered streets to a Hotel called The Wyndham Grand. While the inside of the Hotel was nice, all around this Hotel was graffiti, and half-torn-down buildings. We were also warned by the Air Canada Rep in the Shuttle before we got out to be careful when walking around this area. She suggested that my wife buy a smaller purse with a longer strap to put over her head and not just over her shoulder. On our way by shuttle van to tour the Acropolis, we drove past The Divani Caravel Hotel which we should have been booked it. Right downtown, no graffiti, and a beautiful exterior. Totally different from the Wyndham Grand. Next was Mykonos, and the Myconian Imperial Resort. This Resort is on a cliff overlooking Paradise Beach, a beautiful location. Except we didn’t get that one either… no we were booked into the San Marco Hotel, which again it says it’s a 5 Star Hotel but it’s out in the middle of nowhere. It was a 20-minute shuttle ride to Mykonos City, and a 30-minute shuttle ride to Paradise Beach. Also, their shuttle only runs every 4 hours. Next was a boat ride to the island of Paros, we did get the Hotel they advertised but again it was out in the middle of nowhere and their shuttle ran every 6 hours. It was around this time that we met a very nice couple from New Brunswick, who incidentally had booked the same package as us the Premium Package, the only difference was they upgraded their Air Canada flights to First Class. As you can expect they stayed at the Divani Caravel in Athens, and The Myconian Imperial Resort up on the cliffs overlooking Paradise Beach. Our last stop was Santorini, and the Costa Grand Resort. A beautiful resort, with 7 swimming pools, and right on the beach. They took us to our rooms, we were at the far end of the property looking out over a big white wall. Our new friends sent me a picture off their balcony overlooking a pool with a view of the beach. I immediately called the front desk and complained that while we and our friends booked the same package, our rooms were not even close to being the same. They said sorry and gave us the room right above the other couple. I would hate to think that our new friends got the package they wanted only because they paid $4000-$5000 dollars more for first-class flights with Air Canada. I will never use Air Canada Vacations again, you complain to them, and all they do is blame their contacts in the place you are going.
George McGee
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boo air canada vacations
So first thing, this was our family trip from Edmonton to Varadero. Our experience with Air Canada vacations was not a good one to say the least! Edmonton to Calgary nothing went wrong, Calgary to Toronto nothing wrong except the fact that we knew we were missing our connecting flight to Cuba because of a 1h delay! Air Canada help desk in Calgary said just fly to Toronto and they will fix your flight in the air because they have to see we were heading to Toronto even though in the same breath told us there is only one flight a week from Toronto to Varadero Cuba. But they insisted that we would get a flight. So we left and went to Toronto. I’ll skip a bunch but their fixing the flight was to fly us to Miami to Cuba or Atlanta to Miami to Cuba which would take another day and a half, then we were told that you can’t get to Cuba from Miami as all flights are canceled or don’t exist. I’m angry at this point! We asked if our vacation could be changed to Cayo Coco as an Air Canada flight was leaving Toronto in the next couple hours. Customer service agent told us every resort was booked so it was impossible. Next option and pretty much final option (now that we are stranded in Toronto) was to cancel vacation and go home or re-book for 3 days later from Toronto to Cuba and extend trip and also cover all our own expenses during the 3 days waiting! Not sure how anyone else’s vacations work but mine is limited with work and are set days which are booked months in advance! So all in all Air Canada vacation throws in the towel when s**t doesn’t work out. Their customer service is a joke and so is their scheduling. They said you will get a full refund and a flight back home so do whatever you want with that. We asked if they could at least give us a flight back to Edmonton for the day we were supposed to be returning from Varadero and we would just stay in Toronto and figure out something else since this vacation time was booked off months ago. They absolutely refused and said we had to go home that day (on a flight that left in another 8 hours). We ended up wandering into the SUNWING office in the Toronto airport and the amazing agent Pam Ramlochan got us an upgraded vacation To Cayo Coco leaving at 6am the next morning. So we got to go on a vacation with SUNWING but cost us an extra $3500 to get home from Toronto to Edmonton, which could have been avoided if the Air Canada vacations people had just let us keep our booked return ticket home. The return tickets they gave us went to waste because they said sorry we won’t help you it was go home now or nothing. I’ll say this you guys F'D our vacation over and then said go F yourselves we’re not helping! They just kept saying you’ll get a refund in about 7-10 days so book something else we have no other option for you. I hope you go bankrupt you losers and all the customer service reps lose their jobs! Get bent a$$holes! NEVER BOOK WITH AIR CANADA VACATIONS!!!!!
Stewart Kellar
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Very poorly run
Very poorly run. All flights are overbooked and can't get on way!
Marvin Armstrong
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Cite this page
According to TrustPlane, Air Canada has a 1.7/5 rating based on 25 verified reviews as of April 2026. Source: trustplane.app/company/www-aircanadavacations-com