A VERY honest review of Air Canada: Travel experts test all three cabins on the carrier’s Dreamliner and love the seats, but in business the food is a ‘letdown’ and some crew are ‘unfriendly’

Air Canada suffered reputational damage recently when a flight attendant was filmed losing control of her temper on a plane bound for Montreal from Morocco.

The service was cancelled and Air Canada issued a statement saying it ‘deeply regretted’ the incident. Many readers, meanwhile, commented that they weren’t surprised to hear of the meltdown, citing their own negative experiences with the carrier.

But was the Morocco incident an indicator of an airline in decline?

A fascinating three-way cabin review by travel experts from The Points Guy offers some evidence that the carrier does have room for improvement in several areas. They step aboard an Air Canada Dreamliner from Heathrow Terminal 2 to Mumbai and film their experiences in business class, premium economy and economy.

There are lots of positives, but in one cabin the crew was ‘not the most friendly’ and in another the food was a ‘real letdown’ – and the seat could have ‘done with more padding’. Scroll down for the full verdicts.

ECONOMY

Putting economy to the test was Editor at Large Nicky Kelvin, who paid £254/$330 for his ticket.

What were the upsides? The check-in process, for starters.

He told MailOnline Travel: ‘Due to the size and efficiency of Heathrow’s Terminal 2, the experience even as an economy passenger was great. Check-in and security were quick and it was a nice terminal to hang out in.’

And on board?

Nicky continued: ‘The deep recline and squishy moveable headrest were features that made this economy seat particularly comfortable.

‘The meal meanwhile – with Chicken Tandoori for the main – was comprehensive, very fresh and very tasty. 

‘The Indian twist was perfect for this route and is the kind of food that works very well on a plane. 

‘Plus, the second meal service was bigger than usual.’

Any downsides? A few, it transpired.

Nicky commented: ‘The crew was efficient but not the most friendly. You could feel that they were away on a longer trip and wouldn’t be returning home for some time.

‘And the IFE [in-flight entertainment] screen was rather small compared to some competitors, although it did function well.’

PREMIUM ECONOMY

Putting premium economy to the test was travel content creator Maz Green, who posts about her experiences on instagram.com/where.to.find.me. The Points Guy paid £576/$749 for this ticket.

What were the upsides?

She told MailOnline Travel: ‘I was impressed by the food, although it should be mentioned that I later found out that I was kindly provided with a business class meal for my first meal service. Nevertheless, it was still such a treat to enjoy a dish like lamb on the flight and the second meal service was equally tasty.

‘Also, I found the seat provided a good level of space and comfort, allowing me to have an easy and relaxed flight all the way to India.’

Maz also praised her ‘lovely’ cabin attendant.

Were there any downsides? Maz cited a handful.

She remarked that the amenity kit was ‘slightly underwhelming, provided in a slightly peculiar tote bag’ and was surprised that ‘the entire crew were playing a guessing game of what dining options were on offer’ as there were no menus on board.

She added: ‘I was later informed that the reason why I was provided with a business-class meal is because my requested meal option was unavailable, which was surprising given how small the premium economy cabin size is.’

BUSINESS CLASS

In the poshest seat, business class, was Liam Spencer, with The Points Guy spending £1,200/$1,562 to secure his lie-flat berth.

Liam noted lots of positives.

He told MailOnline Travel: ‘Air Canada’s Maple Leaf lounge in Heathrow Terminal 2 was the perfect space to relax in before my flight. It was tranquil, spacious and provided excellent views of the tarmac. I’d highly recommend checking out the waffle station if you get the chance to visit.

‘On board I was impressed with how customisable my seat was. In the lie-flat position, I could opt to inflate or deflate my bed to match my preference, and it even included a massage feature.

‘And the amenities that came with my seat – including noise-cancelling headphones, slippers, and an amenity kit – were all premium quality.’

Any negatives? Several.

Liam explained: ‘The food service was the real letdown on this flight. My potatoes were undercooked, the lamb was over-salted, and the tart dessert tasted like it had been recently frozen. The second meal service was significantly more enjoyable, however.’

And there’s more.

Liam remarked: ‘I also found the crew uninformed regarding the available dining options on board. There were no menus to be found, so at the very least the crew should have been able to provide a comprehensive description of what I was eating.’

The seat’s lack of a privacy door also rankled, along with the padding situation.

Liam added: ‘Any business-class product that doesn’t feature a fully closing sliding door will feel somewhat dated, especially on a long-haul flight. I also thought the headrest could have done with more padding to increase the level of comfort.’

To view the full video click here. For more from The Points Guy visit thepointsguy.com/uk-travel.