Air Canada Vacations

Second time booking a vacation with AC Vacations. Both were seamless and speedy. Their agent (Emma) knew exactly what we wanted and explained everything in detail. Thank you for helping us with this upcoming trip to Vegas.

By far the worst experience. No help in trying to book a new flight that I missed. Got the run around between air Canada and air Canada vacations which are two different companies. Wait times to get a rep on the phone took forever.
On top of that, changed my return flight from Cancun which ended up with a change fee that was 100X more on my credit card statement than what was advertised when I checked out. And again contacted the number that was on the confirmation email to dispute the charge and air Canada said they could not do anything and got the lecture to why I would think a flight change be only that amount. Tried calling air Canada vacations and again wait times are ridiculous so I hung up to enjoy the rest of my vacation.
Never again. Worst customer service. AVOID BOOKING AT ALL COST. THEY WILL NOT HELP YOU IF YOU CAN EVEN GET THROUGH TO THEM.

Great vacation, highly recommend the Melia Wellness Resort in Punta Cana, Dominican Republic. The beach, restaurants/bars, property were great and the suites are very spacious.
I would have given 5 stars if the room we wanted was available and ready on check in.

After being treated horribly, lied to, and then ignored on our vacation in Mexico we tried to go through the proper customer care reporting process. It took multiple attempts to get the report to actually go through without an 'service error' message coming up at the end of it all. We never got the promised confirmation email so again it took multiple phone calls to even confirm that the report was on file.
FIVE months later we were offered a 10% refund on JUST the excursion that was delayed by 3 hours, then completely wrong. Wrong location, not what we were promised and received confirmation about just 1 day prior. A half dau not full day, with no food, no drink, no zipline, or snorkeling. They drove us over an hour to a jungle area where we got only 25 minutes of ATVing and then a cave that my youngest was terrified of and did not enter. We would never have picked such an experience.
It ruined that entire day of our vacation (and the next) causing stress and disappointment to us and the other family we were travelling with and then Air Canada Vacation has the audacity to offer 10% (basically $70) five months later with no way of speaking to anyone about the situation and refers to it as 'a customer service and goodwill gesture'. My children are still confused and upset by the entire experience. How can any honest company get away with this?
I am still trying to speak with someone who has any level of authority with Air Canada Vacations. All I am asking is that we be treated like human beings and not just another number. After spending over $16000 between our two families on this vacation it is ridiculous that Air Canada Vacations cannot do better in rectifying this error and disservice on their part. If they do not step up and do better they have lost valuable customers for the rest of our lives.

Worst service at all they have never mentioned it was not non refundable deposit of 600$ and now I called for refund they are not returning it back, saying they can not do anything about it never taking them again.

Could not be worse! Stay far far away from them. If you actually want to go on vacation do not book with Air Canada Vacations.

I had a flight and cruise booked for Oct 1.
I called on June 3 to use an Air Canada voucher towards my next deposit.
As always when dealing with them, I had to wait 2+ hours to speak with someone.
Their agent applied my voucher but at no point informed me that an additional amount was due.
The next day my cruise was cancelled.
3 weeks later another agent called to tell me I no longer have a cruise but I could rebook at todays price: $2,000+more!
I’m now left with no vacation, no compensation and hatred for Air Canada.
Just the worst experience of my life.

Can I give minus?
Worst service you could possibly find on earth!
1. No price match for a vacation package purchased within one week, $200 cheaper per person on promotion, exact same hotel same flight
2. Cancel for ABSOLUTELY nothing, you are basically throwing out your money when hit “cancel”. NO reminder for “ cancel for no refund” on cancel page. Called customer service within 5min of the cancellation, they just kept repeating, there’s nothing they can do. No REVERSE CANCELLATION NO REFUN NO CREDIT. No solution
They just guarantee to ruin your vacation.

Customer Service is the WORST - Do Not Book a flight+cruise package through Air Canada Vacations

Booking the trip was easy enough online but trying to call to talk to anyone after that, you'll be waiting hours and then when you finally get through to a person, they'll tell you you've called the wrong department and transfer you. The rep I talked to today was extremely rude and wasn't helpful again at all. Will never book a flight + cruise package ever again through them.

They are making it impossible to change your ticket or add a person to your trip. While you get to the plan and find it half empty! Really disappointed.

This company is very greedy. A ticket for a friend of mine, who is 77 years old, was accidentally double booked, because of a
misunderstanding.
When we called to cancel one of the bookings for him, they told us he had to pay $250 for cancellation fee. This man has been using Air Canada Vacations to travel, a loyal custome, and this is what they did to him. A 77 year old man, who is retired now and has worked very hard for his money.cacalled

Terrible experience with AC vacations 2 weeks ago on trip to Curacao. We wanted to use Air Canada vacations in order to simplify the experience, and have a proven good, easy, no worries vacation. Typical AC Rouge flight experience with you never know what to expect - was terrible on outbound with basically no service in business class, and great service on return. The AC recommended resort (Sunscape Curacao) was below expectations in almost every possible way. Stay away! The food was simply terrible, with buffet and restaurant options that were just plain bad. No reservations needed (except one which was a complicated process) but you needed to line up when they open to try to get a restaurant spot to have mediocre food by 8pm in order to avoid the terrible buffet. The resort ran out of wine one evening. We paid extra for the so called Sun Club, which was supposed to have additional services, premium drink selection, private beach area. No coffee supplied in our room (just wanted bags for the supplied maker, which was broken anyway) despite asking multiple times, had smelly towels delivered most days, leaking sink, no premium drinks, cold showers every day. The resort was in general disrepair. Beach overcrowded with no chairs, no service. Room service as Sun Club feature - couldn't even get through to them, used their special concierge to order instead, then never shows up after 1.5 hrs. The list goes on and on. This AC vacations Hyatt choice ruined Curacao for us. Positioned as a 4star resort, it is anything but. AC vacations should be ashamed. I reached out, but of course no response. At least the weather was good, something AC couldn't get wrong.

For some spots the website asks you to call an operator. Good luck with that. As an aeroplan member, not impressed.

We’ve now been on hold for 6.5 hours. Air Canada vacations and Air Canada keep sending us back to the other one because no one knows how to apply a credit that we have to a vacation we’re trying to book. They won’t let us speak to a manager. They’re extremely rude and have zero patience which is ironic because we’re the one’s that have been on the phone for almost 7 hours on a Sunday. It’s been an absolutely horrible experience. I don’t know how they’re still in business.

I made 2 reservations for cruise and flight to Barbados on December 19,2022. One booking was for about $1900 and the other for about $2500. I asked to put the bookings on hold for one week as I didn't want to pay for it right away and did want to think about it. Few days later when I checked on them, I was told that one booking has expired and the other one was still good. By then, the prices went up. I didn't want to pay more so I had to compromise and book cheaper guaranteed cabin which did not have assigned number. Now, I'm not asking for any preferential treatment merely two cabins on any same deck in close proximity. Right now my cabin is on the 8th deck and my girlfriend and her son's cabin is on deck3 on opposite side of the ship. My question that how come nobody has even considered to put us a little closer to each other. I called Air Canada Vacations yesterday and was on hold for 5 hours and then more on hold on and off for another 40 minutes or so. They couldn't help with my simple request. Another issue was seats on air Canada flight to the cruise destination. My girlfriend was assigned a seat with her son, as per AC policy I assume without even asking me or her. But my seat is not assigned and I was told that I have to pay if I want to sit along with them. There were some other ridiculous issues along the way while we're talking with AC Vacations Rep.but I don't want to get too deep on the problems. Bottom line is we are party of three people and that's what we get for $4500 of our money. Nobody cares, nobody asks questions or using common sense to accommodate travelers. The vacation is too close to forgo otherwise I would've been insisting on getting my money back and not going. Meanwhile we want some kind of monetary compensation for extreme inconvenience that we're going through. I am providing a screen shot of how much time with AC Vacations I was on the phone at some point.

Needed to make a change in my air Canada vacation package.
I called right at 8 am when they open and took less than 10 minutes for someone to answer.
The lady helping me was great and I was able to make my changes.
Call first thing and you don't have to wait.

Booked our trip through ACV and have had no support while on our trip and after coming back.
The representatives on the resort are just there to upsell you on tours - if you actually have problems they just ignore you until you leave.
I sent in a complaint in through their online form, and it's been almost 2 weeks with no reply.
Save your time - find a company that actual cares enough to get back to their customers.

Recently I booked air Canada vacation, they charged me 2 times to my Mater Card. Also, I confirmed seat in one row selection with my little daughter because it is vacation and not a business trip, I noticed that, they changed our seat everywhere in plane with out notifying me. They messed-up our Family March break vacation. No recommend to any family vacation with air Canada vacation.

If your ever trying to get help with a refund don’t ever book with air Canada travels. They have scammed me 4K! So disappointed,
Still investigating!

Vacation package was affordable but the plane ticket and landing time didn't coincide with the hotel that was included and I was not allowed to check in to my room until much later.

Working with ACV us time consuming and frustrating. Their group department is especially difficult. Not sure how they fix this.

We had a good experience with our recent Air Canada Vacations all-inclusive booking. The only challenge was trying to talk to someone - I called three times on different days, at different times - waited on hold for an hour, and nothing. (AC Vacations: Hire more people dedicated to responding to communications!) I emailed, and did receive a response 1-2 weeks later. Aside from that, the rest of the experience was great: the pricing was good, and the booking, flight, and bus transfer connection all went smoothly. The Air Canada Vacations rep at our destination was friendly, helpful, and multilingual. We were a little nervous after reading the negative reviews, but we had a good experience, and will use them again for another booking.

Horrible experiences. All flights with air canada were horribly delayed, resort reps are contracted out to other local companies which in turn give zero cares on if you are taken care of. Held us hostage at the airport for half a day and offered us no other transportation options.

The deal was great but that was it. On our transfer to our resort the AC rep said the rep for our hotel would call us via WhatsApp the next day and would be on site to book excursions and our transfer back to the airport - biggest lie that could've ever been told. Our rep never showed up, never called. Air Transat and Sunwing were at the resort religiously and told us that they hadn't seen the AC rep in at least a week. We called ACV a couple days before our flight home and they couldn't find our booking ID but found it another way. Told us our transfer back would be around 1300 for our 1525 flight.that's not possible. We finally called back the morning of our flight and were told the transfer would be there at 10am. Get your stuff together.with the price we paid for the vacation, you should be able to provide some representatives at the hotel. We booked our excursions elsewhere as ACV couldn't even provide a rep at the hotel for one day. If I could leave negative stars I would.

I spoke to a kind lady named Pia on January 25 at roughly 6pm, and aside from the poor customer service I received from Air Canada (main line/customer service) this experience with with Air Canada vacations was a relief and a breath of fresh air in comparison (thanks to Pia). She was so kind, pleasant, accommodating, understanding and patient. She did everything from beginning to end of the booking process without a hitch, and deserves accreditation. If you see this Pia, thank you! I’m looking forward to the resort more-so now because you had a great experience and recommended it!

This is specific to their call centre. One star is generous. They don’t answer their phones. We have tried calling for 3 days. Currently, I’ve been on hold over an hour. This is for an existing reservation. What a joke.

Air Canada needs to rethink their model if they can’t even do the basics right, like answer a call.

We booked a trip with Air Canada Vacations to Antigua which included a one week stay at an all inclusive resort. We are pretty easy going travelers but not long before we left, we started to read horrible reviews from several sites regarding our resort. Our travel agent couldn’t get updates from Air Canada Vacations as to what was happening at the resort until two days before we were to leave. At this point we were told it was too late to cancel. The resort is definitely not what we expected and we feel ACV is not doing their job. They don’t seem to be keeping up to date with what is happening at resorts. We would have trouble recommending Air Canada Vacations.