Air Canada Complaint - Cancelled Ticket
Resolution Update on 12/09/2009:
After emailing the senior VP of Customer Relations, filling in Air Canadas complaint form on line and faxing my story to their complaint department I ended up dealing with Laura Logan, who was excellent. She ensured that my ex wifes return trip had no problems, checked up on the situation and got me my refund. I was also called by the office of Mr. Rovinescu to ensure that the situation had been resolved to my satisfation. The wheels turned slowly, but they did eventually turn.
On Sunday Nov 29 my daughter’s father in law passed away suddenly in Baie Verte NL. After some discussion it was decided that I would buy a ticket for her mother to fly there, attend a funeral and support her through this extremely stressful situation. I logged onto Air Canada website, purchased the ticket and received a confirmation number NG5ZK5 which I passed on to my ex wife. She lives in Lloydminster Alberta so had to get up at 1:00 am and drive 3 hours to Edmonton to the airport so she could make this flight. She stood in line, luggage in hand and was told by the check in personnel that she could not board, her ticket had been “flagged” whatever that means.
I received my first call at 5:15 about this problem from my ex wife and asked to speak to the person at the check in counter and was told that they would not speak with me, I needed to call the 1888 number (that was how it was put, not the complete number, just the 1888 number) if I wanted to resolve this.
I called the 1888 number after I found it on Air Canada's website and was put on hold. I tried several times to call and finally after 14 minutes I was connected with service representative named Bobby (female) who informed me that Corporate Security had flagged my credit card. I assured her that I was logged into my Scotia Bank account as we were speaking and it showed that the 1409.60 ticket price had indeed been taken from my balance. She put me on hold for 10 minutes or so and came back on and said it was Corporate Security and there was nothing she could do and no one she could talk to about this and if I wanted my ex wife to get to this funeral, I would need to purchase another ticket with a different credit card.
By this time the original flight AC114 from Edmonton to Halifax had left, and I was informed that she could still get to Deer Lake NL on time AC 8884 at 18:25 out of Halifax if I paid a lot more money so that she could fly out of Edmonton at 12:05 to Halifax. I said that this was unacceptable as we had done nothing wrong. I was put on hold for another 15 minutes and was then told that my only option was to fly out at 14:05, connect in Toronto and arrive in Deer Lake at 01:55 the next morning. I booked the flight with my company credit card and got the confirmation number PSVD4E. She also told me that she was pretty sure there was something wrong with my credit card and that my bank had probably put a stop on this payment. I called Scotia Bank and was informed that there was no problem with my card and that 1409.60 CAD had indeed been confirmed to Air Canada.
Air Canada still had time to do the right thing and get this woman to NL on time but chose not to. At any time, Their Corporate Security could have called me to find out if indeed there was a problem, and they chose not to. Their customer service representative could have fixed this problem before the originally booked flight left and chose not to.
No one from Corporate Security has contacted me yet, no one has told me why this ticket was cancelled without any notification as yet. I get Aeroplan and Air Canada promotional emails every day but when I needed contact with their company, there is nothing. This is completely unacceptable. I haven’t even had my money credited back to my Visa for the ticket they chose to cancel. Air Canada has made an already stressful situation for my family that much more unbearable, thank you very much.