Air Canada Complaint - Air Canada. World Worst Airline
TERRACE, WASHINGTON -- Rather than re-write the whole thing. This is the letter I just sent to Air Canada. We can only hope they broke.
I have never in the past taken the time to write to Air Canada as it has always been my understanding that customer service is your lowest priority. I should mention that as a rule I avoid travelling with your company, yet, I have managed to become a Prestige member of Aeroplan. A status that I have just found out also mean absolutely nothing, but for now, I will cover the major reasons for writing.
Now, I should explain that for the most part I suffer they normal abysmal service of Air Canada, as my fellow passengers do, and is a point of great humour to discuss what new levels of low service can achieved with your efforts. I won’t for example expect an answer to why a flight attendant, after seating us on an early morning flight out of Vancouver on the way to Terrace deciding that cooking and eating his breakfast was more important than getting his customers a cup of coffee. Mind you we all enjoyed the smell of his freshly microwaved food as it flooded the plane while we sat with dry mouths and caffeine withdrawal. Nor will I expect you to tell me why I had to be ignored while one of your flight attendants decided it was more important to complain in explicit language how incompetent the staff in the terminal was to the flight crew. Such things are just the day to day operation of Air Canada.
What I will complain about was my trip from hell last week, and the even longer trip for my baggage. It all started in Ft St John, B. C. at about 9am local time, January 30th, 2009. I was booked on Flight 8184. A very nice lady at the counter told me the aircraft was `mechanical` and would be late or maybe cancelled. I appreciated knowing that, but that is par for the course. She told me there would be an announcement. Well, I sat with phone in hand to make the usual rearrangements of my day, only to hear… absolutely nothing. Finally, we get told the aircraft has landed. Just as well it did if it was mechanical don’t you think? It would have been nice if someone would have said something, but what the heck, it’s only Air Canada.
We made Vancouver on time, and I actually got lunch, so we are doing well. I now board flight 8242 for Terrace, and as always I called my wife to say we are away on time, just before I leave the holding area. At which time we sit on the plane for 45 minutes without a clue what is happening, only to find out there is a weather advisory on this flight. Well, I can’t hold weather against you (maybe). Half way to Terrace the pilot advises us he is turning around for Safety reasons. In the mean time, my wife is waiting for me in Terrace, where she sees the flight is going to be late (not cancelled or anything). She does see other aircraft landing from other airlines (the ones I much prefer travelling with). So she leaves, as do all the others people waiting. Everyone there believe the flight will be in at 4pm, only it’s actually on the ground in Vancouver at this time, and no one in Terrace says anything, or changes the screens. I did call her shortly after, so she didn’t make the unnecessary trip but you can bet lots of people did.
Now I am told since this is a weather issue, everyone is ``on their own` for hotels. I am one of the lucky ones that gets a ticket for the evening flight. However, we are told the baggage is going to be deplaned, and sent to the baggage area outside of security and we needed to go and get it, check it back in again, and then go back through security. How utterly customer friendly this move is! But wait, there’s more; the six of us wait for OVER 1 HOUR to collect our baggage so we can give it back to you! The result is by the time we checked in again, went thought security again, we are almost late for the flight we have been booked on, which is flight 8244. Remember that lunch I got. Well my stomach had forgotten by then, but I have not time to get anything as I dash for the flight. Oh well, I am sure I can have a bag of pretzels for dinner.
We get back on the plane, and of course there is another weather advisory, but what the heck, I have missed my evening appointment anyway. (If I had travelled with Hawkair I would have arrived twice already). We take off, we get there, and miracle upon miracle we land. We get off the plane and line up for our baggage. WHAT BAGGAGE. You guessed it; our baggage had been taken off. By the way, that would be the same baggage we had to go get outside of security after waiting over an hour. IF someone had made a simple courtesy announcement, we at least would have gone home mad, and not sat around for 30 minutes waiting for bags that weren’t there.
I stand in line. I tell my story, and I am told my bags would be delivered to my home the next day. So, on Saturday, I wait around for my bags, as they won’t deliver if I am not home. Guess what… no bags. I wait all day... and nothing.
On Sunday I call... and I call, and I call... in the afternoon I get through, and am told my bags are in Prince Rupert, but they can’t get them to Terrace. But, they will get them on the night bus (Greyhound), and if I want, I can drive out to Greyhound to get them at 10:30 at night. I said forget it... tomorrow is now fine. Do you think I got my bags on Monday? Hell no. Monday morning I am on the phone again, and this time no one knows. OH, I will get a call very soon when they find out. Do you think I got a call? Silly you... of course not. The bags showed up on Monday afternoon.
At no time did I get a call, an apology, anything that would suggest Air Canada gave a damn. So I guess they don’t. It’s no wonder that the local community up here is desperate to get Westjet in.
I have heard that Air Canada customer service mantra is `Please let us know if we haven’t done enough to p*ss you off`. Let me assure you, you did.
I almost forgot the Prestige thing... I was so pleased with the Business Class upgrade certificates, so I should have known there was a catch. I fly for business short haul, but I fly to Ottawa as a volunteer for a major sport organization, and I fly Tango class to save the members money. (Usually a weekend only trip). I had hoped these coupons would make my weekend trips bearable. I guess not, as they only work on Latitude or better. Still, they sure do look pretty sitting on my fridge.
If by chance you actually read this far down and my efforts don’t wind up in the shredder, I sure would like to know why you think I should ever give you my money, and just what do you think will happen when no one flies with you. I know for a fact, I don’t know one single person who doesn’t avoid your airline.