STORY O THE DAY!!!! Tom Schmitt posted to Air Canada 11 minutes ago near Buffalo, NY, United States. Embarrassing Performance !!! Prologue: 8 months ago we bought 2 tickets Vancouver - Toronto for tourist class preferred row 14 to accommodate our 6.5 frames as a Star Alliance Gold member / LH Senator. We received written confirmation about our itinarary for AC-142 for Feb 3rd. Act 1. This sat, 2 days before the flight on monday we routinely checked online and found out, that we had been downgraded to tourist and re-seated in row 41. No email or txt was sent, no call received, even though out contact info was in the passenger file. No refund was done. After 40 min waiting time I finally reached a AC rep. He did see the seat downgrade but did not understand what was going on, so he put us on hold to speak to someone. Then the line went dead. Knowing he had our cell we waited for a call back. did not happen. So we called again, another 30 min waiting time. A different rep had still no idea as to what happened but suggested that we can either accept the downgrade or try a different flight. So after 30 mins we agreed to fly one day earlier with AC-1136 in preferred class, sacrificing one ski day (2x$70 lift pass lost plus 1x$400 hotel unused and not refundable). Act 2. When we showed up at the Star Alliance Gold member check-in Sunday Feb. 2nd and we learned that the AC-1136 had been cancelled. No email, no txt, no call, even though AC knew our contact info. We were offered to have separate downgraded tourist class seats for a flight 5h later arriving at our designation at 2am (!). Even though there were business class seats available, the supervisor ‘Rosa’ would not give them to us and said we have to wait or cancel. So we got on a waiting list for AC-100 at 2pm that day. By calling the Star Alliance Gold hotline we ware able what ‘Rosa’ could not do, which is jumping the line of 14 stand-by passengers and finally got on AC-100 in rows 60 and 63 separately in middle seats. Act 3. The departure was 1st delayed due to a seat problem. After the technician fixed that the next delay came due to a problem with the on-board entertainment system. When we thought we could finally take off we all had to learn that one of the flight attendants would be exceeding her shift, so she had to de-board and we had to wait for a backup flight attendant to board the airplane. The plane took off 70 minutes late. Act 4. Needless to say that by the time the food cart was in row 60 basically all warm food was gone. I ended up with chips. Act 5. Also needless to say that although our skis made it, our 3 suitcases were lost. They are still missing. Epilog Besides the epic failure on basically all levels (customer warnings of changes and cancellations, lost seat assignments, missing refunds, flight cancellation, delay, food selection, lost baggage etc.) the by far most frustrating part was the people. Nobody even pretended to be sorry for our problems, nobody once apologised, nobody once tried to find solutions. ‘Rosa’, the SV of the Gold member check-in in Vancouver was particulary hostile. She made us feel like idiots disturbing her afternoon rather then customers. And all this happened between your preferred customers and your VIP airport personnel. We still don’t know: - Why we lost our seats - Why the hotline does not call back after a failed call - Why we did not get a refund - Why nobody bothered to email us about the downgrade - Why nobody emailed us about the cancellation - Why the 2nd flight was cancelled - Why we could not use the free business seats and so on. They bluntly refused to answer those questions and pointed us to the customer relations office. Wee, so we did, the response time is currently 15 days. So long, Air Canada !
Posted on: Mon, 03 Feb 2014 16:35:47 +0000
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