Air Canada Complaint - Air Canada Rips Off Customers
My wife and I are extremely dissatisfied with the terrible treatment we received at the Vancouver International Airport on the part of Air Canada.
We arrived in Vancouver on May 28th, 2010 from Beijing, China. We flew Air China from Beijing to Vancouver on Flight. # CA991. Unfortunately, our flight from Beijing left approximately 6 hours late, and therefore we missed the flight that I had booked on Air Canada to fly from Vancouver to Winnipeg. (Flight AC 296 - departure 14:25)
When we arrived at the Air Canada counter in order to see if we could get on another flight, we were told by the customer service representative that we could get on flight AC 298, which was departing at 18:30 from Vancouver. I assumed that Air Canada would simply issue a new ticket and boarding pass for us. However, we were informed that because I had booked our Air Canada flight from Vancouver to Winnipeg separately from the Air China flight, we would be required to pay an additional $150.00+ Cdn. per person. The customer service representative said we would have to take up the issue of the late flight with Air China.
We're interested in knowing what the extra charge was for. It certainly didn't cost Air Canada anything to put us on the new flight.
Neither my wife nor I could believe what we were hearing from the Air Canada representative I understand that according to Air Canada's policy, since we had booked the two flights separately instead of all together, that Air Canada is not responsible for the fact that Air China was late in leaving Beijing. However, the customer service representatives surely have some flexibility in this regard, especially since the individual we were dealing with was the shift supervisor on that afternoon in Vancouver.
My wife and I have spent literally thousands of dollars travelling on Air Canada in the past 22 years. Additionally, there were at least four empty seats on flight AC 298 on the 28th of May, 2010 from Vancouver to Winnipeg. We had also been travelling for approximatley 24 hours by that time and both of us were exhausted. We were simply interested in getting to Winnipeg to see our parents.
I find it absolutely unacceptable that the customer service representative at the airport on that afternoon couldn't have "kindly" put us on that flight without charging us an extra $300+. In our view, this is simply a "rippoff." Air Canada has taken advantage of two of it's customers.
We will not be taken advantage of by Air Canada again. As far as I am concerned, we will do everything possible to avoid flying on Air Canada in the future. Sadly, the Customer Service Representative that refused to be "flexible" on that afternoon of the 28th of May, 2010 was also the shift supervisor. I wish I had gotten his name to turn over to Air Canada, but unfortunatley I neglected to do so.
He actually told my wife and I that we were responsible for rebooking our flights. How were we supposed to do that when we were stuck at the airport in Beijing? What an ignorant comment to make to two customers.
I did make my displeasure clearly known to him. His ignorance in dealing with customers should be addressed.
I have sent this complaint to Air Canada's President so that he is aware of exactly the type of treatment that some of Air Canada's CSR's dole out to customers. My wife and I both expect to be compensated by Air Canada for this unaccpetable treatment. We expect to have the charge for that flight change, which cost Air Canada absolutely nothing to make, returned to us.
I'll keep you posted as to how Air Canada handles this.