Air Canada Complaint - Incompetent And Outrageously Rude Staff
Here is a letter I sent to Air Canada explaining my recent experience with them: I would like to express my disappointment toward the service my family and I received. At time of the check-in at the Pierre-Elliot Trudeau airport, in Montreal, the woman at the counter for the Elite members was very cold and rude. She never greeted us or smiled. My dad is an elite member and when he asked her if his family (my mother, my sister and I) could join him in the maple leaf lounge, she replied with a simple "no". When we got to the lounge, we found out that we could, in fact, join him. During the flight, there was a period of turbulence. My dad is a 60 year old man who is very sick and borderline incontinent. He tried getting up to use the washroom when the seat belt sign was still on. He was intercepted by the flight attendant (whose name is [snip]) who told him to sit down for as long as the sign was still on. My dad told him that he was going to urinate in his pants. Instead of politely telling my dad to wait a little longer for the capitan to turn off the seat belt sign, he replied: "That's right. You're just gonna have to pee in your pants". My dad sat down and barely 5 minutes later, when the seat belt sign was still on, another passenger walked by [snip] to go to the bathroom and he didn't stop her. When my dad asked him why he didn't stop her, [snip] said: "There's no turbulence". I am truly disgusted by [snip] and his serious lack of professionalism. He was rude and unprofessional during the entire flight. When he made announcements on the microphone, he opted for a miserable tone of voice and let out big sighs to clearly show his boredom. He also never made an effort to stick to the script. For example, instead of saying: "Ladies and gentlemen, the captain has turned the seat belt sign on. Please return to your seats and buckle your seat belts." he would say: "Ladies and gentlemen, buckle your seat belts." After the incident, [snip] never apologized for his behaviour even though he had the opportunity to do so as we were exiting the aircraft at our arrival and on the return trip. To the contrary, he refused to give us his name. We had to read it off his name tag when he walked by. At the time of the check-in for our return trip, the woman at the Elite members' counter was just as rude as the one in Montreal. If your Elite members, who are giving you a lot of business, are being treated like insignificant human beings, I wonder how the rest of the clients are being treated. I also wonder why we should keep giving you our business. Note that my father, who is presently an Elite member, will stop traveling with you. He will also start a motion in his department to make sure no one in the office travels with you. My family and I will never travel with you again and we will keep spreading the word about the poor service you give to make sure that none of our friends travel with you. I will post this letter, as well as a french version, on every forum that mentions you and I will not retract it until you take the necessary measures to drastically change your customer service.