Air Canada Complaint – Disturbingly Shabby Treatment Of A Customer

Subject: Disturbingly shabby treatment of a customer
My Name: info45
My City: San Jose
My State/Territory: California
Country: USA
My Complaint Against: Air Canada
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
I was booked on an Air Canada flight home to Vancouver from Ottawa on October 2, 2011 at 6PM. My wife was also booked on the flight. I arrived with much the same luggage and carry on items that I have arrived at airports, for an average of 40 domestic flights per year, for the last 15 years: a suitcase to check in and a small backpack and guitar in a cloth case as carry on.

As a point of fact: a cloth guitar case cannot be checked in as there is ample evidence that Air Canada baggage handlers mistreat instruments (I watched one handler stand my guitar, which was in a fiberglass flight case, on one end and drop it onto the conveyor belt and proceeded to do the same with my travelmate's guitar – I will never trust a guitar in a cloth case to your baggage handlers, other than for a gate check). Another fact, on long haul flights my cloth guitar case easily fits into any overhead and leaves lots of room to put other baggage on top and around.

Today is the first time in the 12 years of domestic travel that I have been denied the right to carry my guitar on board with me. The agent told me that this is the policy of the airport, not Air Canada, and that I had to check the guitar. I know this is not true as I travelled from Ottawa airport twice in the last 30 days with my guitar in a cloth case on board both times. I told her this and she tried to tell me that was not possible. She would not even offer me a gate check tag, which I know is available to people with strollers much larger than my guitar so, I protected my personal property, cancelled my Air Canada flight and booked with WestJet.

When I came back to the Air Canada lineup my wife was still checking in and it was very clear to your agent, as I had Westjet ticket in hand and my guitar on my shoulder, that indeed I could carry on my guitar if I travelled with WestJet. The fact that your agent and her supervisor insisted that I could not travel from Ottawa with my guitar as carry on is untruthful and the fact that they suggested I was not telling the truth is highly offensive. My wife and I travel for our separate businesses a great deal and were looking forward to sharing a flight together. Your uncivil staff caused us much stress, financial loss and hassle and forced us to travel separately.

I also must say that I travel a fair amount internationally and have never been denied the right to carry my guitar on board – even when carrying a guitar in a large flight case and quite prepared to check my guitar: in Madrid, Frankfurt, Havana, Puerto Vallarta, Berlin, Tel Aviv, Warsaw, Narita, Los Angeles, New York, Chicago….my guitar goes on board with me. No other airlines put people through what your agents did to me yesterday – and you are considered our national airline! Air Canada just lost a customer and I am beginning to believe what people are saying about Air Canada's unspoken but obvious mandate: “We're not happy until you're not happy”.

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Air Canada Complaint – Deplorable Treatment

Subject: Deplorable Treatment
My Name: Krista
My City: CALGARY ALBERTA
My State/Territory: ARIZONA
Country: USA
My Complaint Against: Air Canada
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
We booked our flights only a few weeks before flying. We were never informed of any policy regarding medical clearance. I clearly told every person I spoke to, the booking agent, and the subsequent 2 phone calls I made about my allergy. No mention of the fact that I need to take some action prior to flying was ever passed along. I was made to feel as if we were a huge inconvenience. A stressful situation was made extremely horrible because of the complete failure of the staff. I felt like I needed to pass this information along, although judging from other posts regarding Air Canada's customer service, I doubt it will be given any consideration.

I am sure you have heard this before, but I will never give you my money again! Just a note: Any allergy can become life-threatening at any time without prior notice. Any person who has even had a mild allergic reaction to nuts, milk, eggs etc. can go into fatal anaphylactic shock the next time they are exposed. New allergies can occur at any time as well. On your site, when you say people with "severe allergies", you are misinformed about allergies. If you have qualified medical doctors reviewing the information, then they are misinformed. Ask an allergist or allergy specialist.

Although I have never had anaphylactic reactions to nuts on a plane, it does not mean that I can be complacent. The only thing I realized after this atrocious situation was that Air Canada is protecting it's own hide and has no interest in customer service or basic human compassion. Allergies are already a disability someone has to deal with daily.

You can surely understand why someone would not want a reaction to food (that could have easily been replaced with something else), when they have no access to medical attention. And to address the response that it is an infringement to others' rights, it is an infringement to my rights not to be allowed to fly in a safe environment. Like I mention in the blog, I have never asked for any extraordinary measures to be made. And to address the response that other people are free to bring their own bags of nuts on the plane, I say yes they are. And I am free to ask them to refrain from eating them.

If they refuse to comply, I should have the opportunity to move seats, or they can be relocated. It is a matter of health, and I have to be able to advocate on my own behalf. The only concession I require is that nuts not be served near me. I usually bring along enough snacks for everyone in the adjacent rows as well. I have no problem letting people know that their very small sacrifice of going nut-free on the plane is greatly appreciated. There are some excellent nut-free trail mixes, cookies, crackers and granola bars available. There is no reason the airlines could not use these products.

Air Canada has turned me off flying for good. Unfortunately, I am overseas and terrified to board a plane again after the horrible treatment of the Air Canada staff. I have a peanut allergy and have flown many times on many different airlines without incident. Sometimes flight staff are helpful, sometimes not. I was appalled at the atrocious treatment we received on our flight from Calgary to Los Angeles. I was flying from Calgary to Brisbane, with a plane/airline change in Los Angeles. I had my husband and 2 children with me as we were moving overseas. I had made all necessary precautions.

I had called the airline twice prior to leaving to ensure a note was on my ticket about the allergy. I never ask for unreasonable actions to be taken, like making the entire flight nut-free. I know that is not reasonable or possible. I don't even care if they make an announcement, I can inform people near me if I need to. All I need them to know is I have an allergy, where I am seated, and that I require they don't serve nuts near me. I will worry about the rest myself. I always have.

Upon entering the plane, I informed the first flight staff about the allergy and my seat number. She looked annoyed and asked me if I had an epipen with me. I always bring 2 on long flights, just in case. That is when things went sideways. Next thing I know the plane is completely full, and a very abrasive woman comes with a large manual to point very aggressively at a statement about their policies. She informs me and my family that we are to disembark the plane immediately as I never received medical clearance to fly. I was stunned. This had never happened before. We gathered our things and left the plane. I was visibly upset.

I was trying to ask her questions as we proceeded back to the terminal. She informed my husband that he needed to "calm me down" or we would be escorted from the airport. I was never told that I needed medical clearance to fly. I was trying to hold it together. My kids were getting upset as well. We explained that we had a connecting flight to Brisbane, and had just travelled from Halifax, and had nowhere to go. They were going to "try" and get me the medical clearance. They let us on the plane again, but then shortly after, we were told to leave again. Then, they let us back on the plane again.

I signed a waiver that if I died it was not Air Canada's fault. Then they said we had to get off the plane again. They kept asking if I had ever had a reaction on a flight before.

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Air Canada Complaint – Carry On Backpack Stolen During Overseas Flight

Subject: Carry on Backpack Stolen During Overseas Flight
My Name: Kelsey
My City: NEW YORK
My State/Territory: NEW YORK
Country: USA
My Complaint Against: Air Canada
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
I was on an Air Canada flight from Istanbul, Turkey to Toronto in June of 2015. We sat in the bulkhead seats and my husband's backpack fit perfectly under his seat. However, a few minutes before departure the flight attendant told him that he could not keep his backpack under the seat and had to put it in the overhead compartment. This was minutes before departure of a full flight so obviously all of the overhead storage was already taken. The flight attendant directed me to put the backpack in overhead space several rows behind me.

After the flight, we had to wait until the majority of passengers had deplaned to get back to the compartment to retrieve the backpack. By the time I got back there our black backpack was gone and replaced by another black backpack. I went through to see if there was identification hoping that someone had taken ours by mistake. There was no ID in this bag and it will filled with tissues and dog treats. No personal items. Clearly it was a scam and our bag was stolen.

I lost an expensive camera with over 500 photos from our trip along with a medical device and several other precious items. I immediately reported this to Air Canada. It has now been over two months with NO RESPONSE to my claim. Every time I call to follow up I am directed to a customer service representative who hardly speaks English.

I am beyond frustrated!! We purchased travel insurance, but they won't even touch this claim until we get a response from Air Canada. Absolute nightmare and abysmal customer service. Beware – I learned my lesson to never let my bag out of my sight. I thought I was keeping my items safe by bringing them on board with me. BIG MISTAKE!

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Air Canada Complaint – Air Canada Loses My Luggage And Offers Minimum Compensation / 28 Hour Delay

Subject: Air Canada loses my luggage and offers minimum compensation / 28 hour delay
My Name: Sam
My City: Dallas
My State/Territory: Texas
Country: USA
My Complaint Against: Air Canada
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
MONTREAL — I flew on Air Canada (AC) from New York to Geneva, Switzerland with a connection in Montreal. This was not a pleasure trip but was due to my 89-year old mother falling and breaking her foot.

I chose Air Canada because: 1. They don't charge for a second suitcase. British Airways charge as high as $75 I believe. 2. They were $100 cheaper than Swiss; however Swiss fly non-stop. 3. I get full mileage credit on my United mileage plus account. 4. The ticket is valid 3 months with a change of date fee of $150. This compares to as high as $250 on Lufthansa.

Newark to Montreal: Check-in was quick and efficient at Newark. AC use smaller Canadair and Embraer commuter aircraft between New York and Montreal/Toronto. These planes have less room and are somewhat noisy. All that is served on this sector are nuts and a drink. As I checked in I was calm and relaxed knowing that I had 3 hours connection time in Montreal. I noticed that the flight to Toronto was delayed for 1 hour due to bad weather between the US and Canada.

Our flight was delayed by 2 1/2 hours. And even though it was clear we would miss our connection no effort was made to put us on another flight to Europe from Newark; for example Lufthansa had a flight to Munich. I was upgraded to Business Class; 3 seats instead of 4. We were served nuts and a drink on a 1 hour 15 minute flight. When we arrived a wagon was waiting to rush us to the gate. We had to pass Canadian Customs which was quick. However the door to the gates was shut and by looking at the board, I realized that my flight to Geneva had just left 5 minutes ago.

I had to wait in line about 30 minutes to pass passport control and then pick up my luggage. It was already 10 PM by now. I was offered a hotel room and $30 in vouchers for dinner, breakfast and lunch. I was put on an 8 pm flight to Frankfurt resulting in a 2 PM arrival in Geneva; 28 hours late. I asked the agent "What about routing me through Zurich?", as I knew AC are partners with Swiss Airlines. She looked at me as if I was an idiot. "Why would you want to go through Zurich?"

Later I found out that had she routed me on Swiss Airlines I would have gotten to Geneva at 8AM instead of 2 PM and avoided Frankfurt Airport which is a terrible airport. Long walks, confusing signage and slow, slow, slow security personnel who work in "slow motion" with insufficient staff. Gripe 1: No effort was made in Newark to get us to Europe the next day. Gripe 2: No effort was made in Montreal to get me to Geneva as quickly as possible.

Air Canada are in the same alliance as Lufthansa and Swiss and in fact codeshare with Swiss from Montreal. So they should have transferred us to Lufthansa at Newark or at least put me on Swiss from Montreal. Their aim is to keep you on Air Canada no matter what. I was put up at the Hilton Gardens near the airport. It was a nice hotel and I was lucky. Others were put up at the Travelodge, a 40-year old hotel which did not look all that nice.

Montreal to Frankfurt: The plane was a 777. The seats were comfortable, good legroom, good entertainment system which was easy to use. The crew were well-groomed and very friendly. They also gave us a newspaper.
Mood lighting: this is the "new thing." Low lighting which in our case was bluish. Interesting but what I did not like was that they put it on the moment you board. I want to full lighting till after dinner. I find a dark cabin depressing unless it's sleep time.

Meal: Mediocre. Beginning salad and main dish were acceptable. But the desert was a cheap chocolate brownie which tasted disgusting. Also no cheese with the meal which I always like as it fills me up with the bread. I would have thought that a flight operating from "French Quebec" would have some cheese. Breakfast was very good. A large banana muffin with delicious coffee from a company called "Second Cup." In fact it was so good I had a "second cup."

The return trip: Geneva to Montreal: The plane was a 767. I had changed my return date twice for a fee of $150 for each change. Even though AC only operate 4 times a week I was impressed that they accepted to change the return dates without paying even more. The seating was comfortable. However the seat pocket in front of me had not been cleaned. I found a dirty napkin, plastic and in the seat pocket next to me a dirty stirrer. Though my flight was in mid-November the in-flight magazine was from October. Three seats away I found a November issue.

The meal was again mediocre: edible salad and main dish. The desert was disgusting. A milky creamy white liquid with a peach. The peach was edible. Again no cheese. I was not very satisfied. The snack was insufficient for an 8-hour flight. A small spinach thingy-mig-gig with not much spinach in it.

Montreal to New York: I had to pass US Customs in Montreal which I don't like. I prefer to do that in New York. We had to wait a lot. You don't get to see the suitcases. They take a picture of the suitcases. The flight was in a small Embraer commuter plane; noisy and bumpy. Somewhat narrow seats. Lost suitcase: I arrived in New York and to my lovely surprise one suitcase was missing.

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Southwest Airlines Complaint – The Best Service. I Love It

Subject: The Best service. I Love It
My Name: Aylen
My City: Jacksonville
My State/Territory: FLORIDA
Country: USA
My Complaint Against: Southwest Airlines
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
I don't have any complaint about this airline, for me is one of the best airlines. I was traveling to Cuba from Fort Lauderdale and was fantastic, the personnel are very friendly, and you feel that they are really taking care of you and very punctual. Always I share my experience with all my friends and recommend it at all times. I give it five stars for its awesome service.

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