We booked a trip to DR , all inclusive. Resort was so and so, nothing spectacular. Their "travel representative " at the resort though, that's a rip-off! He sold us an excursion and it was mostly lies. We did not see the attractions advertised, it was mostly a trip to overpriced stores they had deals with. Canada Vacations did not respond to multiple inquiries concerning their representative. Not even a "sorry" ... read more

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. read more

I have used AC Vacations three times, and each time I swore I wouldn't do it again. And then stupidly, I did it again. Unfortunately, they have a flight-hotel deal with our preferred resort in Mexico and WestJet doesn't. So we keep trying hoping they will get better. They don't. They are seriously the worst!! So just don't do it!! The biggest thing to keep in mind is that, despite what the name might have you believe, they are NOT Air Canada. Why are they called "Air Canada" Vacations, you might ask? So that they can deceive you into thinking they are the same company as your trusted airline. They are a separate entity with separate prices, rules, practices, etc. Most importantly, if you have status with Air Canada, you do not get most of those perks. You can't upgrade with your e-upgrades. You can't even book regular seats for free! It's false advertising that they call themselves "Air Canada". You also can't manage your reservation through Air Canada. You have to use their terrible online system, which doesn't let you do anything. This time, I called AC Vacations to pay the difference between my economy class ticket to upgrade to business class. They quoted me a price that is more than the cost to book the flights directly on Air Canada! When I asked them why, they said they buy a seat block from Air Canada and so their prices are different from AC prices. You might be tempted to book with AC Vacations. But learn from my poor choices and just don't. It's so not worth the headaches and lack of service and hours you will spend on hold with employees who are poorly trained and don't care at all (I mean NOT AT ALL) whether you have spent many thousands of dollars with Air Canada and have earned status. Seriously. They don't care. We will book WestJet next time and find another great resort. They fly directly to Cancun from YYC and hopefully they have better service. I mean, I cannot conceive of how the service could be worse. But maybe I'm tempting fate. We will see. read more

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. read more

Absolutely horrendous!!! Morons (at best) Called to change my flight class and hotel - They charged me $50 per person and only changed the hotel, went to apply final payment and noticed the incorrect flight class was still on my booking, called them and they wanted to charge me again to change it, LOL it cost me 300 to book with them (200 for insurance and 100 for changes) and I no longer have a booking with them. WOW just wow read more

Rouge plains are super uncomfortable. The recommended hotel has ripped curtains and old outdated rooms. I'd say 3 start maximum. Amenities not as advertised. Arrival made me want to cry read more

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. read more

See all

We have waited for over an hour for the airport transfer from Cancun airport to the hotel. They are using huge buses and want you to wait until they fill in the bus. As per usual it's about profits and they don't care about your vacation experience read more

If I could give ZERO stars, I would. I have not even gone on the trip yet, and I will never book with them again. It's a nightmare trying to communicate with them. I was trying to change my booking because a hotel they recommended and said was 4 stars had nightmare reviews about the food and food poisoning....taking my 5-year-old, I decided it was not worth the risk, and since I paid for CareFlex, I decided to eat the fees and attempted to change the booking.. and it cancelled it 2 weeks before departure. I did not click okay. I did not approve a cancellation, but I'll take responsibility to show that this is not why my review is so poor. I called and explained what happened. The first person I talked to said no problem, a credit was issued. Just use the old booking number as a code and rebook. Okay great. The code does not work when I try! I called back, and the next guy said no, there was a 14-day waiting period (I found out later it is 15). I explained my trip is in 15 days. I can't wait; I have to use vacation days at work, and I won't get them back if it doesn't work out. Can you please help me? After 30 minutes of him refusing and saying he will hang up on me if i "continue to yell".. NEVER ONCE yelled at the man or even got mad at him. I was literally pleading with him to help me... He finally told me he couldn't, but he would transfer me to someone who could waive the waiting period. Unsure why he didn't do this 30 minutes ago, but okay, thanks. He didn't; I got to the wrong place in the transfer. 2 hours later, I got through to the right place after holding and explaining my situation to someone else. Man, there says no, we can't help you; you'll have to book at the last minute. We can't wave it. I again explain please I understand this is my mistake but please just extend me some grace and wave the wait time, the previous guy said you could as long as my new package was more and I will book a better package. After he said no about 30x and I asked for a supervisor, he said he could not let me talk to one (note he was pleasant, not at all rude like the previous guy). He says okay, let me see what I can do. PROMISING to call back within 2 hours... I never heard from him again. The next day, I called again to get someone else, an angel named Lily, who gave me zero hassle and said no problem, we would waive the waiting period. LILY gets 5 STARS! She says she will transfer me to someone who can book for me and that it has to be done over the phone. I got transferred after a little wait (cause I called right at 8 am). I get a man who basically refuses to help me cause he says I can do it online. I explained that I was told this would not work online and that I had to do it through you. He says no, do it online. So I hang up and go online... CODE DOES NOT WORK! Call back, 45 minutes on hold! Even though I chose RESERVATIONS, I went to reception. 45 minutes on hold to the wrong place, and she transferred me to THE WRONG PLACE AGAIN!!! Who is training these employees? I got transferred a third time, another 20 minutes on hold, and they HUNG UPON ME. I called back another 20 minutes and got someone who finally helped me. COMO gets 5 STARS!!! Rebooked and ate the fees even though I never cancelled. Note: if I had gotten Lily and Como in the transfer the first time, the whole exchange would have taken 30 minutes. it took 6-7 hours when you added up the calls and my hold time over the two days. I had a way better experience with SunWing. Will stick with them next time. read more

I've had pleasant flight experiences with Air Canada so this is more for awareness using Air Canada Vacations (ACV) to book flight and hotel travel packages. I was unfamiliar with using ACV until our group of six found a decent deal compared to direct bookings and other travel agents. It was a deal upfront, however, what you pay reflects in their lack of after-purchase support. An unexpected change happened in our itinerary which required a change to our booking. I had purchased CareFlex - their additional "protection" option that covers booking changes or cancellations up to 21 days in advance for full cash refund or 3 days before departure for travel credit. The change was by definition covered under the terms of this protection policy. Long story short, I first attempted to make this change over the phone 25 days prior to depature and we still do not have an answer now less than 7 days out from our trip. After 12 phone calls, over 25 total hours on hold - there still is no solution. They have also stated that they will call in 2-3 business days with a hopeful answer, but never once have I had a call back. ACV also stated that the "matter is being escalated and prioritized as urgent" three times in the past three weeks to no avail. On top of this, they have responded to their emails but two email chains with different levels of management led to dead ends. It appears between their Customer Care and separate Reservations line, they consistently divert questions to one another (i.e. recommended to call Customer Care which after two hours of hold, they would immediately re-direct your question and call to Reservations for yet another two hours of hold, and vice-versa). On the most recent phone call with Customer Care, they stated "have you thought about cancelling your trip entirely" (which I feel is inappropriate after three weeks of navigating how to solve this so the six of us can finally enjoy our first vacation post-COVID). Would exercise caution with booking with Air Canada Vacations as after all this stress, one would need a longer vacation than planned. Edit: After another 3 hours on hold on 11/12 with Reservations they gave me an extension for the Customer Care Supervisor as they told me this would be the correct person that they've escalated the issue to. After speaking with Customer Care for 15 minutes, they stated again that I should call Reservations as this is not a Customer Care issue and then they hung up. read more

I Just booked a trip with Canada Vacations for next week. After booking, within 10 minutes we saw that it was a mistake. Their support takes 2 hours to get to someone. I was going to cancel, it showed it's not refundable, I didn't click ok. I went to my main pc downstaires, it shows that I canceled... ok fine. I rebooked a similar trip to the same country and called them. They 100% refuse to refund me the first trip even if it was canceled within 15 minutes and that a new trip of the same value, the same dates and similar location was taken. It's disgusting predatorial behavior and such business practices should result in boycott. read more

This is a Scam , how this people getting away with it? I've called them 1 million times for 10 days straight no answer, trying to advise I failed my PCR test .. to save my vacation credit .. when they finally answered after 10 days in beautiful words they told me is my fault I failed my test .. so I lose the money .. because is everyday that hardworking people decides to trow away a couple grand in the garbage, this is not Right.. this scam has to be stopped read more

Terrible. Filed a complaint about transfers (that did not happen in Cancun) in December 2022. They said they would reimburse the cost of the transfer. It took a registered letter to get $12.24 (transfer for two people!) in May 2023. They did not even reimbursed the cost of the registered letter that I claimed. Then booked a package to Cozumel for May 30th. Air Canada cancelled both flights. No help at all, offers did not include any rerouting. Keep the hotel and get $190 back for the cancelled flights (in business!), or change dates, or get the money back. We changed dates, changed hotel cost us more. Agent was nasty! Good deals if you have no problem whatsoever. If any little glitch happens, no support, no compensation. And she even denied being owned by Air Canada. Stay away, risky read more

I booked a trip to Mexico in Jan through itravel2000 which ended up being booked through Air Canada vacations. The room showed as a 4 star but was barely a 2.5-3. There was water leaked in the ceiling , safety locks missing on the door, shower was leaking , and I could barely get the closet doors or sliding glass doors open because they were so old. The pictures of the rooms from the sister hotel next door, both the hotel staff and the air Canada rep told us the same thing. Long story short I've been told that Air Canada is backed up with complaints, it's already been 6 months but Itravel 2000 can't give me a date when this will be dealt with. I would be extremely careful when booking with either of these company because they are just placing blame one each other and not dealing with actual problem. I've never dealt with such poor customer service. read more

I did book online few months in advance with Air Canada vacation, that was a big mistake. When pandemic problems hit stranger I tried to contact phone number provided for customer support for almost 3 months from 8:30am to 5:30 pm and always busy signal. I got my flight and reached destination, It was suppose to be all inclusive (food, domestic and international drink (false)). At the resort they put categories for drinks and only limited local drinks was included. At the time of return I asked air canada vacation representative for pickup time, She told me I have to register for $30.00 US dollars (another false). In general I don't have trust to this called vacation tour. Shahriar Baniamam read more

I booked an all inclusive trip diamond club category or class through Air Canada vacations to Varadero Cuba from July 16 to July 23. Everything went wrong with this trip as the following: When I arrived to the memories Varadero beach resort, I was taken to my room where the door didn't open, then I had to wait for somebody to come over & fix it. That took around 20 minutes to be resolved given their electronic key didn't work. 3 minutes after I managed to access my room the electricity went down and I had to deal with a drunk overnight employee to get it back & going. The room door had to be lifted up to close & open it besides the electronic lock issue, broken TV, broken fridge cabinet door and the general room condition wasn't the greatest. The next day I went to the reception area to inquire about scuba diving lessons & activities given they advertised on their site a free introduction to scuba diving in the pool is included and extra charges will apply if I decided to do the activity in the sea. I was sent more than 4 times between the reception area and the beach staff (keep in mind that all was done on foot and each trip took roughly 7 minutes (total of 28 minutes) walking between both locations given its a huge resort) to be told by every staff I met to go and ask the other staff to end up frustrated and upset to be informed finally by the receptionist that they don't offer scuba diving activities after covid-19 and they forgot to update their website. That is called false advertisement and lack of professionalism at the staff end. The following day, which was July 18, I met my Air Canada agent and I booked the scuba diving activity and the Havana premium trip. On the same day, I was locked out from my room for up to 45 minutes which led to a huge negative interaction with the reception staff that led to me dealing with the situation from 5 PM to 10 PM to finally be moving to another room which turned out to be the room I originally booked online! When I asked why I wasn't given the correct room from day 1, there was no positive answer, they provided general nonsense responses like they are all the same in that building and I still had to deal with some minor issues with the new room like fixing the safe and the door doesn't look from the inside. The food during this trip from breakfast to lunch, dinner, snack bar and the 3 restaurants they have on the resort were all extremely poor when it comes to quality, variety and staff behavior's. Many days they used what is called powder eggs, powder juice and powder mashed potatoes like if you are using rations in the army. The social activities at the resort are extremely poor, the beach equipment is not fit to be used, half of their gym equipment is broken and the second gym room has a broken air conditioner which led me and a lot of people to exercise in very hot weather with a high humidity index. there where stray dogs on the resort and only god knows what kind of diseases they have. I didn't see any effort from the resort staff to contain such a problem. In fact they were roaming challenge free to the extent you can see them in the pool area, buffet area, all around the resort, etc. Some of them had puppies like if somebody was taken care of feeding them. I had way too many arguments and discussions with this resort staff from cleaning employees, to receptionists, restaurant staff, team leads and managers. I assure you, none of them should be working in the hospitality industry. I'm still wondering how they got the job in the first place and above all why their management doesn't do something about it. I was told this is Cuba, 5 minutes means an hour and things are very slow and backwards. They have no sense of urgency, no sense of logic to resolve simple challenges and they cluster in front of you like a gang whenever you have an issue to overcome and they are not shy to show you their frustrations, lack of manners and negative attitude. Some of them went as far as to point their fingers in my face with extreme distance proximity and extreme negative body language, raising their voices with a rude tone and fighting behavior's. I don't think their management has a great power & influence on their staff. On July 23 Air Canada cancelled flight AC1747 due to destination airport limitations as they called it and all passengers including myself were very upset and frustrated given we received the news while en route to Varadero airport by bus. We arrived at the airport to be faced by the airport employees asking us to wait for an Air Canada agent to arrive and to be informed with the next steps. read more

Booked an all inclusive to Mexico with them. Was such a poor experience from the start. Never answers calls for assistance. Was on hold for 45 mins and no one picked up. Paid for preferred seats (invoice was provided) but when my boarding passes didn't have preferred seats (after they had to rebook me) they claimed I never paid for it on my history. Thank god I had receipts When we arrived at the resort they told us the ACV rep would be onsite at 330 pm to schedule our shuttle back to the airport. We go at 330 pm and was told the rep already left at 1 pm When I booked, I provided my aeroplan number. When they provided the boarding passes they weren't able to connect my plan number. Several customer service people (gate agents and phone personal) advised that I would just have to call back to ACV after to add my number. But when I did they said they couldn't do anything post departure and it was my mistake. They are also separate form Air Canada so they send you back and forth for issues. Air Canada customer support is easier to get ahold of but there are things like adding my Aeroplan number or updating my name that they had to send me to ACV and then they never pick up. It would have been less of a headache to have just planned and organized everything myself instead of booking through them. Only book if you enjoy being ignored by a customer support line and stress about a vacation. read more

Goog lick flying with them. I paid for 2 seats but my wife had to cancel 4 weeks before my trip. They refused to refund me so i decided to check her in with out here even coming so i could have extra leg room. They ended up selling her seat on a full flight. So basically the seat i paid for they double ended the seat and got 2 tickets paid for 1 seat. I was furious about this. I waited 2 hours for my bag once i landed in Toronto they have no workers read more

Our friends joined us in Varadero Cuba for the same length of time and the same resort for almost $1500 less through WestJet. I would have booked with them originally but thought I was getting a good deal with Air Canada. Our flight was inconveniently earlier going and delayed going back but no issues with WestJet. I did put a complaint into A/C but of course they did not care or do anything. But they have lost my future business. And the 5* resort in Varadero was no better than a glorified hostel. The resort may have been beautiful at one time, but it was run down and dirty. You had to constantly beg for TP and towels and the food was atrocious. They falsely advertised international drinks but never had any white wine and only offered anything with rum. All in all, a big disappointment. Big businesses like A/C should realize money is tight everywhere these days. And when you make a decision to invest in a trip and don't get your money's worth, you are not returning as a customer. read more

Usually when someone complains about a company it's usually a specific event during their stay. I had a clue as it started at the very beginning of the trip as I was denied entry unto the air canada Rouge ac1712 flight. Waited 30 to 45 minutes for the confirmation and was then accepted on board. The trip wasn't what I expected but I accepted my fate as it was a singles party resort but party resort for couples lol or being third wheel , I still just had great conversations with the people at the royalton chic punta cana I was going to extend my stay and wanted to have a dominican experience, my representative was never on site as they said the person was but he never was. The worse experience was when I couldn't board the airline again when departing on the ac1713 flight, costing me 650 Canadian and counting also not including food cost. This is also air canadas fault as they knew I was on both flights so do not understand why they didn't take action to fix who knows what as they couldn't explain why read more

DONT book with AC Vacations. terrible customer service and they have rerouted us countless times. we had originally booked with them because they offered direct nonstop flights from Calgary to Puerto Vallarta . instead we got moved to a departure flight from Calgary to Vancouver to PV. our return flight is PV to Toronto to Calgary....over 11 hours travel time. following up with our Travel Agent, AC Vacation local representative, Air Canada and AC Vacations did nothing! AC Vacations lied to us and told us there were no flights from PV to Calgary via Vancouver. Frustrating and will never book with them again! read more

this is the worst airline ever, we were going on our honeymoon and the flight from Montréal to Paris was canceled due to maintenance, the same aircraft was flying us from Toronto to Montréal, if something was wrong with it why were we flying on it in the first place? We booked everything is Paris including our hotel which cost $2000/night, they said to call customer relations but the card they gave it there is no phone number on it and we have to go the website to email them. Will never fly with air Canada again this is not the first bad experience with them, and for new customer that about to fly with them please be careful they often cancel their flight and their aircraft is not reliable don't put you and your family in danger. read more

I am so disappointed with air canada vacations customer service! I haven't been able to get the line for many days now! On the 27th of November 2021, I waited 7 hours and even with that I did not get to speak to someone. It is very frustrating!!!!!!!!!!!! read more

Air Canada Vacations - Waiting time with Air Canada Vacations - Vacation Rentals Near Me - Mississauga, Ontario

My Wife and I are both 86 year old pensioners, we both have mobility problems although we do not yet need wheelchairs. As my wife requires several hours of hospital medical treatment every 4 weeks, we booked an all inclusive vacation with Air Canada Vacations to los cabos mexico leaving vancouver feb 1st and returning feb 8th. The booking was made by our travel agent on december 10th. We booked to fly Business Class for health reasons! We received a call from an Air Canada representative on JANUARY31st just as we were preparing to leave for an overnight stay in Vancouver prior to our next days flight to Mexico telling us we had been bumped from Business Class to Economy for the outbound flight ! At the Airport we found the seats we were assigned were several rows apart ! Due to renovations and expansion work, the arrivals area at Los Cabos is a complete shambles (The complete opposite of the departures area!!!!) . When we FINALLY managed to get through the terminal we searched for the Air Canada Rep as our package included ground transportation to our hotel!!!!! There were reps for many airlines but our rep was nowhere to be seen!!!! We ended up taking a Taxi to the Hotel at a cost of 1000 pesos for the 15 km journey!!!!!! There were one or two other minor problems but our trip back to Vancouver( IN BUSINESS CLASS )was very good !!!!! Had we been informed of the change to our outbound flight 2 or more weeks earlier,we would have cancelled and rebooked for a later date but now we will not be inclined to use AIR CANADA and probably will not return to los cabos (UNLESS ON A CRUISE SHIP)!!!!!!! read more

They will change your itinerary, put you in a hotel and charge you for the hotel in a city where you were supposed to stay for less than 2 hours. no one will answer phone calls at 18667545338 very shady company. read more

On the way down to our vacation, at the airport we tried upgrading our seats to Business Class and were initially told $500.00/seat. Then the representative told us that due to us booking through ACV that we couldn't upgrade. We spoke with another AC representative at the airport and they also advised upgrading was not possible. On our way home from the vacation, we inquired with the ACV rep at the resort who provided us with phone numbers to call. We called all possible numbers and even emailed AC and ACV to no avail. When we inquired about an upgrade at the airport we were told the upgrade would be $1,500.00/seat; three times the initial price we were given. Flights to our vacation: no drink/snack options unless you purchased. No entertainment on board. One of our group's flight was cancelled due to maintenance issues and no other plane was brought in. Part of the group was sent from Winnipeg to Toronto with another group being sent to Montreal. Everyone in that group did not fly out until later the next day; delaying their vacation by two days. ACV paid for the hotel rooms however only provided $30-$40 food vouchers/person that could only be used at one restaurant/kiosk. Those delayed were only compensated with AC and ACV vouchers when they should have received cash. Direct flights from Calgary to Cancun and Winnipeg to Cancun need to be reinstated. The ACV rep at the resort - you never knew when they were going to be there so it was hit and miss. Was not much help when they were there. The bus that was to take us from the resort to the airport was 15 minutes late with no communication to the passengers. When the ACV rep was contacted, she did not reply. As things stand now, none of us will be flying with AC or ACV ever again. read more

Booked a trip and canceled the purchase within a day and with cancelation insurance. Still waiting for the refund after a month. Tried to call and email them, being put on hold for more than 4 hours and no email response at all. File a dispute with this transaction.....this company shouldn't deserve a name of Canada on it. It's totally a trash! read more

very bad DON'T book with AC Vacations. terrible customer service . they over charge on transfers and split your trip up when booking. we booked 3 rooms when we showed up the hotel only had 2 rooms for us and they did not have an extra room for us and we would have to pay for the extra room they could get us the first night of the 7 nights and they could not get ahold of of air canada vacations.... read more

Just back from 12 day Air Canada Vacation "Discover Italy." Do not waste your money with AC Vacations. For what we received, you could do it for probably 1/2 the price and you would have control over which hotels you stay in and train times. We paid $500 extra for 4 star hotels, which were either sub-par with a decent location, or a decent hotel with a terrible location. Transfers from Airport to hotel were 1.5 hrs late, something you dont' want after a 9 hr flight. A tour guide was 5 hours late on a day trip to Capri, which totally ruined/wasted a whole day of our trip. A few cheap tours thrown in to make it look like they were giving you a lot of extras (eg. 24 hr. hop/on/off bus which you only have 3 hours free to use it). AC uses a tour company out of Rome that is supposed to send you the info/itinerary 14-30 days ahead of your travel date. We received ours 7 days prior and some people in our group received it only 3 days prior. This makes it next to impossible to have time to make your own plans on the "down days" of your trip. With everything available for you to research and book on our own, do not waste money using this "vacation package." Even when I called AC Vacations to complain, they said "We've complained to our supervisors, I don't know why they use a tour company (the one in Rome) when they can't deliver on time." Live and Learn.....AC Vacations will never get another booking out of me. read more

SAVE YOURSELF FROM A TERRIBLE EXPERIENCE AND BOOK WITH SOMEONE ELSE. AIR CANADA VACATIONS ARE NOTHING BUT A BUNCH OF RIP OFFS. Me and my two sisters booked a trip to Mexico (september 4 2023), and were advised by our Rep that we needed to meet with the air canada rep in another lobby to book our excursions, and our transportation to the air port. After paying cash, and not recieving a receipt with one of our excursions (he said it would come in my email, it didnt) we were on our way. when it became time to board our bus for Coco Bongo (it was also my sisters birthday) , our rep only relied that there were 2 guests and not 3 (when all three of us paid). The foreign men were super rude to my sisters and I, they treated us like it was our fault the 3rd person wasn't included on their list, they wanted my sister to stand on a bus for over 45 mins in the isle. it was a terrible experience. they refused to give us our money back, and when i lodged a complaint with my air canada rep who i booked with, i was passed on to someone else, only for them to disregard our entire experience, and basically say it was our fault for booking with a "3rd" party for our excursion (he was a air canada rep) and that thats the risk you take. We would like to kindly explain that the situation you brought to our attention remains entirely out of Air Canada Vacations' control and responsibility, as per terms and conditions, available with the travel agent and on our website, that clients have to acknowledge and accept prior making a booking. Air Canada Vacations makes arrangements with third-party suppliers who provide travel services such as sightseeing excursions, we would like to reiterate that; "Customers may choose to participate in excursions, optional tours or activities of local suppliers at destinations that may be offered for an additional fee by Air Canada Vacations. Any written or oral contract is considered to be exclusively between the customer and the Supplier. Some excursions may have a risk of personal injury, loss or damage. Air Canada Vacations assumes no responsibility for any claim, loss, damage, cost or expense arising from a customer's participation in said excursions." Do not book with them. I've been to Mexico 3 times, and this is the first time ive ever ran into any kind of issue like this. They clearly do not care about how their customers were treated, and they clearly enjoy victimizing more, and making you feel like its your fault you did what they asked. They are the ones who failed to add the 3rd person on the list for the excursion. They wanted us to leave a sister behind after she paid! they had zero intentions on ever giving us our money back. 100% DO NOT RECOMMEND. read more

Where do I even begin? The long wait times (several hours for non helpful customer service reps), the lack of knowledge, the refund policy, etc. I've had to take days off work just to spend several hours on the phone with these people just to get back to square one. We decided to switch over to Expedia cruises and work through an agent who was so helpful. Don't waste your money on these guys read more

Air Canada vacations is a literal scam, you will never get hold of someone on the phone, they'll lie to you, they'll give you false information, change their policy without notifying you. Complete scam of a company, NEVER book anything with these scammers read more

Brutal service from Air Canada Vacations. Called them the second their phone lines opened at 9:00 a.m. and was on hold for 7 hours and 15 minutes before someone picked up (took a screen shot of my phone timer to prove it). Had booked an upcoming vacation and paid extra for their CareFlex and CareFree add on options which includes "price drop guarantees". THEIR prices on THEIR website dropped, and the fine print says the ONLY way to get the lower price after you book is over the phone and provide proof. After waiting 7 hours on the PHONE, I was asked to EMAIL them in the proof which I did. They don't even acknowledge receipt of your email. It has been a month with ZERO response, to my original email or follow-up requests. Next stop Better Business Bureau ... watch how fast they respond then. TERRIBLE COMPANY. read more

Booked an all inclusive vacation with Air Canada Vacations in April 2022 to Cancun. Once we arrived at our hotel they manager informed me that there was no reservation for my friend and I. The emergency numbers that were listed on our itinerary did not work. The manger also tried the numbers and they did not work from a local Mexican phone number. I am still out over $600 and can not reach anyone. I did file a complaint with their online department and have never heard back from them. Currently I have been on hold for ever trying to reach a real person. Beware before leaving that you might not have a reservation!!! Terrible customer service! read more

I feel so ripped off! The hotel in Cancun (Sandos Cancun) was billed as 5 star by Air Canada Vacations, but it is clearly 3.5 stars... our room doesn't even have a balcony. It's super noisy and the staff get annoyed when you ask for stuff like towels, water and coffee in your room! The food is mediocre and the huge hotel next door blocks off the sun at the pool. Oh yeah, and our flight was delayed 2 hours getting here, but that's usual for Air Canada. Once again, total rip off and I will never use Air Canada Vacations again. read more

avoid by all means. we bought a Mexico vacation package for Christmas. Travel advisory changed to level 3 for Mexico because of COVID and air Canada started to refund or credit people who canceled the flights but AIR CANADA VACATION did not!!!! they continued to get refunds from airline and not returning the money to customers. Awful shitty customer line. never responsive we called them over 200 times to get into Queue and waited on the line for over 5 hours now and they ended up hanging on us. we have to cancel to get some refund from credit company and they do not answer the damn phone. have not seen worst than this customer service in my life read more

I booked a trip to Egypt all included (even the visa was included in the description) with my girlfirend for October. One month before the trip, Egypt changed the procedure to get a visa, you now have to get it at the ambassy in Montreal at the cost of 300$ and if you don't get it, you can't enter the country. This is a change in the term of the contract. When I called them at several time, they were always finding an excuse to not help. I've been transfered several time, the manager was not there. The law is very clear, if there is a change in the contract, the consumer has to agree on the change or he has to be reembursed as if he never paid. Which they refused to do. I decided to send them a formal notice. They finally accepeted to accomodate and offered 140$ per person but I was so tiered fighting them that I finally accepted their offer. It turn out that they have not paid what we agreed and I have to call them once again. After this whole experience, I do not recommend Air Canada Vacation because it does not offer a support service when you need them. They don't respect their full legal obligations and you will waiste your time on the phone with employees who has been clearely instructed to not help you if it cost them. I will never use their service again. read more

A friend of mine who stayed at this Sunscape Curaçao Resort, Spa & Casino (https://www.amrcollection.com/en/resorts-hotels/sunscape/curacao/curacao-resort-spa-casino/?utm_source=Google-Soci&utm_medium=organic) 4 times before recommended this place & we were all together there, 12 of us (9 adults, 2 kids & my senior mother (I point to senior because 5 flights of stairs will come into to context soon), & it was a terrible experience. Here is my feedback: Beach: From reading reviews and hearing from my friends who had visited the resort before, the beach used to be less rocky, but it seems to be neglected in recent years. Two days I reported a batch of broken glass on the beach, and it was still there on the 3rd day. Most of the chairs at the beach are broken. Some towels have whole in them and are used for 4-5 years. My 4 Rooms: We had booked an Oceanview room, but they moved us 3 times before they gave us an Oceanview room. We would have been OK with the 1st room they tried to accommodate us even though it wasn't Oceanview, but it smelled like sewage, and we refused. The 3rd room was on the 5th floor of a building with an out-of-service elevator. They said there is another elevator from the other building beside it if we don't mind an extra walk to our room. We said no problem. But that elevator stopped working on the 2nd day as well. So, 5 flights of stairs, each flight had 16 steps, that's a total of 80 steps my 80+ years old mother had to climb every time she wanted to go to our room. Did I mention the AC in our room was also out of service for most of our stay? Yes, The entire side of the building had electrical issues hence the elevators and no AC. They decided to move us again and management asked us to sit in one of the restaurants for about an hour until they made a room ready for us. Finally, they gave us access cards and the room was just filthy, but I was desperate at this time. My mom wasn't feeling well and I just wanted to accept any room they would give us where she doesn't have to climb 80 steps to rest in bed. The next day they told us to move back to our other room and the elevators are fixed again. When I helped my mom out of bed, I saw crusty blood stains all over the sheets. My mother was not injured or bleeding, it was dirty sheets with blood stains on them. This image ruined so much for me! When I repeatedly reported to management all the hand sanitizer dispensers are empty around the resort including the ones by the buffet and all the bars and restaurants, she ordered staff to uninstall and remove all the hand sanitizer dispensers instead of refilling them. Considering we just came out of a pandemic, the management's due diligence towards maintenance and cleanliness in this resort is despicable. I put our belongings in the safe boxes of our room but as soon as I closed it the battery had died, I guess. It took them 3 days to come and fix it and we didn't have access to out our money for 3 days. The shower rod for the shower curtains kept falling on my head when I was showering, I asked them to fix it, but they didn't so we removed it entirely. It was like a swimming pool every time we showered. Drinks, Food, and Supply: The staff doesn't want to walk to the kitchen to refill, and they say, "we ran out" This is an everyday occurrence. On multiple occasions, I asked for water and they had run out of water. In restaurants, napkins and cutlery were hard to come by and make sure you take your own cups because often they don't wash before reuse. Staff had no training. Bartenders didn't know how to mix drinks, staff didn't know how to wash or set cutleries. On several occasions when flies were covering all the cut fruit, I suggested for them to have covers and it seemed out of this world to them. The buffet is screened for pigeons, and the holes in the screening are so large that the buffet is full of flies. Numerous flies sit on the frat and salad bar section, and it is disgusting to try anything there. Diego, restaurant management was the only one who seems to care and try to make things right. The grill restaurant is closed for lunch, and both grill and seafood restaurants operate some random nights. Not much mid-day food options. Staff: The resort is heavily understaffed. On several occasions, they only had four staff in the buffet, even at total capacity. The staff could not handle the workload, & they were under much stress. Summary: I echo points raised by friends, only thing enjoyable was our friends, the beach and the water. Sunscape Curacao is a dated resort that requires significant upgrades and improvements and management that cares about staff and guests' wellbeing & cleanliness. read more

Used Air Canada Vacation to book a hotel for medical travel in January and I didn't receive a confirmation email. since timelines were tight to coordinate the trip, I used their website to book a second and third time assuming there were issues that prevented the booking from working. I received three confirmation emails; I went to the website to cancel 2 reservations but couldn't since my email numbers didn't match their numbers. Air Canada Vacation emailed me asking if I needed 2 reservations (didn't realize there were three). 2 reservations were canceled but the customer service agent couldn't issue a refund since that was accounting. I contacted accounting in February to try and receive a refund but didn't receive a reply until June - sorry we are very busy now that post-COVID travel is occurring, your refLund should be issued in 6-8 weeks. I haven't received my refund (November, 11 months after travelling) and their email accounts are not being monitored. I'm out a few hundred dollars and won't be using them again to book travel. read more

BE WARNED!!!!! YOUR SEATS ARE NOT BOOKED JUST BY BOOKING YOUR FLIGHT, YOU HAVE TO CALL TO BOOK YOUR SEATS. ACV only cares about taking your money, they don't actually book you onto your flight unless you call them, even though you will receive booking confirmation trust me that does not mean you are booked on your flight!! It does not tell you anywhere while booking that you have to call them after to actually book your seats, otherwise you are just relying on being standby!! Almost ruined our holiday, will never book with them again!!! read more