Air Canada Complaint - Who is on First? - Bad Service all around
LAX, CALIFORNIA -- The problem with Air Canada is the union doesn't care and the management doesn't seem too either.
August 31/08 flying from LAX to CYYZ (Toronto). My son was returning to Canada to attend school. He had two suitcases and a surfboard.
Checking the website states that on international flights the passenger is allowed 1 to 2 suitcases. We checked by calling Air Canada. After specifically noting 2 suit cases and 1 surfboard the customer service agent said there was a $25.00 fee for the second suitcase (Note: no additional fee is noted on the website) and the surfboard was a $50.00 fee.
All things considered we paid for the extra bag and the fee for the surfboard via the web check in.
When we arrived at the Air Canada counter at LAX we were told the second bag was $100.00 and the fees we paid ($25+$50) were just for the surfboard.
The check in agent then got angry with us when we told him of both the web information and the conversation with customer service.
In one transaction there were several issues:
1. the website is either incorrect, misleading or just plain wrong.
2. The customer service agent on the phone was misinformed, didn't care and said anything to get us off the phone or was just plain wrong.
3. The gate agent was rude, needed training on the company policies and service.
4. The fees are not clearly spelled out anywhere that is easy to find. If the company staff can't figure it out how can the customer?