Air Canada Complaint - Air Canada Spring Getaway Pass - Refused Booking On Flights With Seats Available
The following was sent to Air Canada through their, um, handy 'Customer Care' online interface, after getting nowhere with rude call centre staff. It is perhaps a new height in sheer nonsense emanating from our lowly national airline. I felt the need to share it here because other flight pass customers need to be aware of the games Air Canada is playing.
When trying to book a flight with my pass from YYZ to LAS, round-trip, (4 May, AC597; 10 May, AC594), I am told that this flight is SOLD OUT. Yet the same flights, when incorporated with YYZ-YXU flights AC7708 and AC7703, is available for booking. Thus you are suggesting that it is only OK for me to travel from YYZ to LAS if I ***ADD*** an unwanted trip through YXU. I contacted the 'Customer Care' centre (247.2262) and was bluntly and rudely told that I cannot simply travel via the direct flights, and that there are "no other options."
When I purchased this pass, I understood that Air Canada would limit my flight selection, but this is ridiculousness. It is completely unfair for you to pick and choose which customers may get on which flights, which is essentially what you are doing by saying YXU-YYZ-LAS is OK but YYZ-LAS is not. I feel ripped off, and furthermore, I feel that my attempts to seek service were met with disdain. Frankly, I will be surprised if I get a response to this message before the departure date has lapsed.
I am requesting that you allow me to book the YYZ-LAS/LAS-YYZ itinerary as soon as possible; alternatively, I am requesting a partial refund for being denied access to a flight that is clearly not full (and/or for being treated rudely by one of your call centre staff). I am not interested in the parlance of flights v. segments v. itineraries. There are K class seats available and you are not making them available to me. Fix this problem and restore my faith in your airline, before I join the national chorus of "Air Canada is just out to pull one over on its customers." Air Canada remains the only company I can identify that treats its 'Prestige' loyalty-club members like garbage, which is how I felt when I hung up the phone after my contact with your 'Customer Care' centre.
On what planet does it make sense to refuse immediate service and problem resolution over the telephone and instead refer customers to an online form to which a response is unlikely to be issued within a timely fashion?
I look forward to and thank you in advance for your prompt and courteous response.