I’m Struggling With This Air Canada Aeroplan Complaint…

A traveler is angry at Air Canada Aeroplan, because her Air India business class seat was broken on an award ticket, among other things. Is there merit to this complaint, or is the frustration misdirected?

May 4, 2025 - 16:15

I’m Struggling With This Air Canada Aeroplan Complaint…

A traveler is angry at Air Canada Aeroplan, because her Air India business class seat was broken on an award ticket, among other things. Is there merit to this complaint, or is the frustration misdirected?

Traveler angry at Aeroplan over schedule change, broken seat

Twitter/X user @MittalDevika tagged me in a complaint she has about a recent Air Canada Aeroplan award redemption, for travel in Air India business class from Tokyo to Delhi. You can find her series of social media posts below, but to summarize:

She booked an Air India business class award from Tokyo to Delhi using Aeroplan points, and claims she was never informed that the schedule for her flight changed, as the departure moved from Narita Airport to Haneda Airport
She only found out upon reaching the airport (how frustrating!!!), so had to spend $431 for “emergency transport,” in order to not miss her flight
When she boarded her flight, she found her business class seat was broken, and there was no recline, no leg rest, no power outlet, and “no apology from Air Canada”
She “paid for a premium experience,” but “got the experience of a middle seat on a budget airline”
When she contacted Air Canada with full documentation, their response was “not our fault,” “we forwarded your case to Air India,” and “here’s a $200 (Canadian $ coupon), don’t email again,” with “no refund of miles or apology”
She finishes with “this isn’t just about me,” and that when you use Aeroplan points, “you expect the airline to take responsibility for your ticket, even if it’s a codeshare,” and “passing the buck to the operating airline is unacceptable,” and “travelers deserve better”