Air Canada Complaint - Poor Customer Service - Lost Baggage/Travelling With Infant
VANCOUVER -- I was very disappointed with my experience with your airline on April 1, 2008. I was traveling with my 8 month old infant. I reached the gate with my stroller and before entering the aircraft, received no assistance with my stroller. One of the flight attendants saw me struggling with my diaper bag, my carry on and my baby trying to get the stroller folded up. Instead of coming to assist me, she continued to fix her hair. I finally managed to fold up my stroller just as one of the other attendants came to help me. I was very surprised because I have flown with Air Canada a number of times and have never experienced this before.
Upon arrival at the Vancouver airport, I discovered that my car seat did not arrive. I stood there waiting at the special baggage claim only to learn that no one knew where my car seat was (it was bad enough that three flights had their baggage directed to one carousel). When I went to the desk to inquire about my seat, the gentleman gave me a file number and offered me a loaner seat. He also mentioned that the belt I had put my car seat on in Toronto had been breaking down all day. Why I wasn't told this when I checked in at Toronto, I'm not quite sure. He brought out a seat and I asked him what the history was and he said he knew that the seat had never been in any accidents. I am not sure how he could be so sure of this unless he was the seat at all times but I felt I had to take his word for it.
There was no sticker with the date of manufacture on it so I also had to ask what year it was made (it is not safe to use a seat that is more than 5 years old), he didn't know but said that it was less than 5 years old. Despite the lack of comfort I felt, I was offered no other choice so I thought I would try it. I finally managed to install the base of the seat 30 minutes later. At this point my baby had fallen asleep. Thinking I was ready to leave a transferred him from his stroller to the car seat only to realize that I could not tighten the straps. Vey upset, I Marched back in to the airport, carrying my son in the seat to have someone show me how to tighten the straps. Someone else was at the desk and he didn't know how to tighten the straps (I had to take my sleeping son out of the seat so he could try to figure it out) so he decided to get me a different seat. He brought out a seat without a base and I told him I need one with a base. So he again disappears into the back and brings me a different seat. So now I had to go back to the car and return the base to the first seat and then figure out how to install the second seat.
Again there was no date of manufacture on the seat and the gentleman told me it was his old seat and showed me how to tighten the straps. This seat however, was in much better condition than the first seat. I do not understand why I was not offered this seat to begin with. Regardless, I proceeded to put my son in this seat and tried to tighten the straps. I could not get them tight enough (there should onlybe one finger-breadth between your child and the strap). I had someone tighten the straps for me and then proceeded home. This ordeal resulted in an extra 90 minutes at the airport (my flight was also delayed so this made the night even longer!). I called the baggage claim number on my way home from the airport and I was told that they had no information on my seat. This was very upsetting but I was told to call back the next morning and that they would know more at that time.
The next morning, they had located my seat and the web said it was scheduled for delivery at 7am. I received a call at 7am telling me asking me if I would be home between 12pm and 3pm as that would be the window in which it would be delivered. This was not acceptable to me as I had many things to do, most important of which was to go to the store to buy food for my son. I could not use the loaner seat because I was unable to get the straps tight enough and was not willing to risk driving with him unless he was properly strapped in. I was told to call Air Canada by the delivery driver. After being on hold for 30 minutes, I managed to have an agent answer my call. I explained the situation to her and told her how I believed my seat should be a priority as I was unable to do anything unless my son was with me (I had no where to leave him and no one to get food for me).
After much complaining on my part, she said she would try to have it to me before 12 but could not make any guarantees. She confirmed my address and phone number where I could be reached. She then asked me for my Aeroplan number. As I was providing this information to her, she somehow ended hanging up on me. I waited for her to call me back (I wasn't going to sit on hold again and she had just confirmed my phone number so I expected her to call me back) but she didn't. My seat also did not arrive until 2:59pm.
This resulted in me losing a day of vacation (it was already a short trip). I have sent a complaint to the airline and have yet to hear back. I love the fact that you can't speak to anyone in person...the only thing they provide you with is a complaint page on their website. This airline prides itself in providing "value-added customer service." I have yet to see this. I guess I can always pay $25 to talk to someone on the phone.