DON’T FLY AIR CANADA IF YOU DON’T HAVE TO…
DON’T FLY AIR CANADA IF YOU DON’T HAVE TO….
Air Canada Check in Counter in Toronto
I had an extremely unpleasant experience with Air Canada during the Christmas holidays. I’d like to share my experience.
The trouble started during the morning of Sunday, December 21 at 7:45 a.m. My wife, our two daughters, and myself approached the Air Canada counter for check in for our flight number AC993 to Mexico City. Our final destination was to Ixtapa-Zihuatanejo. Since Air Canada didn’t have any flights available to Ixtapa- Zihuatanjo, we had to book through the Mexicana airline. At the Air Canada counter was a man that treated us in an extremely unfriendly manner and he exhibited an attitude as if he was doing us a big favour. I asked him if he would be kind enough to check our baggage to our final destination, Ixtapa. He said that he could not do this because we had two separate tickets, and that this was against Air Canada Policy. We were unaware that Air Canada had such a policy, and even if they did, this was never communicated with us. For the agent in Air Canada counter, it would have taken a few extra key strokes to have our luggage delivered to the final destination. However, for us, doing so would involve the following activities:
1. Go to the baggage claim
2. Wait by the luggage conveyor (this could be up to one hour in a good day)
3. Wait in line for customs
4. Go through customs
5. Get out from the airport arrivals
6. Go back into the airport
7. Go to departures,
8. Go to Mexicana Counter
9. Check in your luggage again
10. …and rush to connecting flight (if you have any time left)
All the competing airlines help their customers with transferring their luggage as a courtesy. We also met other travelers that took Air Canada flight AC993 and found out that their luggage was transferred To Mexicana without any problems. It was clear to us that Air Canada had double standards. Some of the passengers’ luggage was transferred to their connecting flight and others weren’t as lucky.
We were travelling as a group of 4 people and it was extremely difficult to co-ordinate all of the above. Nevertheless, we didn’t have much choice as the unfriendly agent obviously wanted to get rid of us. Thus, we boarded.
In the flight
It was a snowy morning in Toronto and we had to wait 1.5 hours for de-icing of the airplane. When our turn came and de-icing was complete, one of the passengers wasn’t satisfied with the process and the pilot decided to go back and get the plain re-checked. After another hour they found nothing wrong with our airplane, and after 2 hours and 30 minutes of delay, we were airborne.
In the flight, the biggest joke was when the pilot announced that we were on our way to Mexico City and wished all the passengers a pleasant flight. Our flight was far than being pleasant, and Air Canada made sure of it. After the long delay, Air Canada didn’t even offer any sandwiches for 8 hours long flight (3 hours wait in the airplane on the ground and 5 hours flight time total of 8 hours). The only generosity that was offered was a second round of drinks. I couldn’t help but to ask the hostess that if this generosity would bankrupt Air Canada.
In Mexico City
We arrived to Mexico City on the same day at 3:10 p.m. Our connecting flight was at 3:40 p.m. We would have had enough time to catch our connecting flight if we didn’t have to deal with our luggage issues (i.e. the aforementioned activities involved with rechecking our luggage). By the time that we had collected all of our luggage, we were already 30 minutes late and were informed that we had missed our connecting flight. We would definitely have made the connection had our luggage been transferred directly to our connecting flight. At the Mexicana counter, the agent informed us that all of their flights were book for the next couple of days and that the earliest that we could fly to Zihuatanejo was Wednesday Dec 24, 2009.
The luggage of other travelers who were with us in flight 993 were delivered directly to the connecting flight. We found out that their luggage was transferred To Mexicana without problems. It was obvious that Air Canada has double standards.
For a while, the 4 of us stood in the middle of the airport with 4 big suitcases and 6 other carry-ons. We were both tired and frustrated and didn’t know what to do next. Not knowing the city, and relying on the taxi driver’s guidance, we ended up in a lousy hotel close to the airport. None of us could sleep. We spent the following day at the airport in misery, with all of our luggage. Finally, we managed to get on an afternoon flight. We arrived to our final destination exhausted and very tired.
Travel back to Canada
On our way back home to Canada, the agent at Mexicana didn’t have any problems transferring our luggage to our Air Canada. This eliminated all the previous problems that we faced with Air Canada. Wow… what a difference.
At the Air Canada counter in Mexico City, our boarding passes were given without our seat numbers. We were advised that we weren’t registered and had to get our seat numbers at the gate. We arrived at the gate and there was another line up with passengers with different issues. Our turn came just about 5 minutes before the departure time and very unfriendly and rude agent (this time I took his name) told us that the flight was full and that we could not sit together. Three of us were seated at the very back seat of the plane. It was 3:00 p.m. by the time that they started to serve the food. Because they were collecting money, it took 2 hours by the time they reached the back where some of us were sitting. We were starving… A courteous hostess apologized that they had sold out of all the sandwiches and we ended up with some staled bun. She was very nice and told us that she would have preferred that Air Canada were to charge $5.00 to $10 more so that she wouldn’t have to go through the hassle of selling food. I guess she was the smart one and probably should be promoted. I am certain that Air Canada hasn’t done any studies as to what the customers would prefer. I know that I would have paid $5 or 10 more in my ticket price so food could be served in the airplane.
Baggage
When we arrived in Canada, three of our bags showed up and one went missing. Once again, there was another big line up at Air Canada’s luggage counter. When our turn arrived, they took my name, the description of our luggage, and handed us a piece of paper to call and they encouraged to check in the internet. I started to call 24 hours later. The line constantly was busy so I couldn’t get connected. So I tried to get some information through the internet and this is the message that I kept on receiving:
The system cannot locate a valid file for your entry. Please check your entry and try again, or contact your airline for more information.
My wife tried for hours to connect to 1-888-689-2247 and finally, when she got connected, they informed her that they didn’t have any information.
Finally, today (Thursday January 8, 2009), and 5 days after we landed, they called us informing that our bag was found and that it will be delivered to us. This, in a nutshell, is the dilemma faced by many travellers. But for some reason, most customers keep quiet. Please comment to my blog… I hope that it can make a difference in improving the service levels that all passengers deserve. Like any other business Air Canada and their personnel must understand that their business and their survival depend on traveller’s loyalty.
The reference number for your question is ‘090109-000199′.
Sol Algranti,
sol@northbridgeconsultants.com
Home phone: 905-628-4079
Business: 519-654-3222
Response-1
From: Debra Gaynor [mailto:debra.gaynor@gmail.com]
Sent: January-09-09 10:01 PM
To: sol@northbridgeconsultants.com
Cc: Kaneti, Nisim (gmail)
Subject: Re: Air Canada Experience
Sol: this sounds like a nightmare and how sad for you and your family that your trip was so miserable because of incompetant and uncaring employees. I hope that in addition to posting this on a blog that you are writing to the president of Air Canada and demanding compensation for a spoiled vacation. I would also try to attach your blog to every travel site (like Trip Advisor) that you can.
Response 2:
—–Original Message—–
From: Violet & Henry [mailto:vavhab@bellsouth.net]
Sent: January-10-09 8:53 AM
To: sol@northbridgeconsultants.com
Subject: Re: Air Canada Experience
Hi Sol,
That is just outrageous. I hope you have sent out letters to the president
of Air Canada!
Im so sorry you had this awful experience.
Dont let them get to you, thank God you are all well
Be well and regards to Louise and the family
love,
Violet
Response 3:
From: Al Diggins [mailto:adiggins@bmts.com]
Sent: January-10-09 10:16 AM
To: sol@northbridgeconsultants.com; ‘Tom Meisels’; ‘Paul Roth’; ajay@northbridgeconsultants.com; kohen@rogers.com; nkaneti@gmail.com; ‘Debra Gaynor’; ‘Avi Wolff’; ‘Meytal Algranati’; aalgranti@sertanational.com; ‘Angelina Algranti’; ‘Adam Furbacher’; ‘Arnie Strub’; ‘Boris Eventov’; ‘Ceki, Iren, Cemi Ozel’; ‘Cemi Özel’; ‘Dafna’; ‘Debarkader’; ‘Gerry LYONS’; ‘Henry Brown’; ‘Jack Ozel’; ‘Jen Mahon’; ‘Jerome R. Smith’; ‘Larry Vokes’; ‘Michael Thompson’; ‘Perla, Gad Nassi’; ‘Selim Amado’; ‘Sam Bortnick’; ‘Shlomi’; ‘Sigal Armel’; ‘Soli Ozel’; ‘Steven J. Schwartz’; ‘Tom J. Rocchi’; ‘Violet & Henry Brown’; ‘Violetta Ozel’; ‘Ken Lancaster’; ‘Wendy’; ‘Lorry Schneider’
Cc: sol@shirlonplastics.com
Subject: RE: Air Canada Experience
Sol
You are absolutely correct…..we use west jet as much as we can….
One of my best friends is one of their most senior captains [came over from CP Air] ….even as an employee he has absolutely no respect for them….he used to be the president of the Canadian Airline Pilots Association and then International A P Association….so he has a lot of background to make his statement!
Will add to your Blog
Cheers
Al
January 11th, 2009 at 8:18 am
[...] She was very nice and told us that she would have preferred that Air Canada were to charge $5.00 to $10 more so that she wouldn’t have to go through the hassle of selling food . I guess she was the smart one and probably should be …[Continue Reading] [...]
January 11th, 2009 at 12:08 pm
Hello Sol:
I am very sorry for the nightmare experience that you and your family faced during your travel to Mexico. It’s really sad to hear how one unfriendly and incompetant employee can either make or break a long awaited and well deserved trip.
I too have had several bad experiences with both Air Canada and Air Transat. I went on a business trip to India in August 2006 and Air Canada lost my luggage, which was found by Air Canada towards the end of the week. They claimed it was not their problem but a glitch in the baggage handling system at Pearson International. My wife and I tried many times to speak to the authorities in Montreal but to no avail. Also wrote numerous complaint letters but simply went unnoticed.
On a second experience, went on vacation to Cuba with my family and took Air Transat in December 2007. They re-routed our luggage (5 in all) to Mexico (yes, to Mexico of all places). Had to wait 5 days to receive our luggage. Attempted to buy additional clothes in Cuba. Very annoying and time consuming. No one was impressed with this ordeal. Air Transat rep in Cuba took no responsibility and suggested we take up the matter in Canada with air Transat. Attempted to contact Air Transat via phone and e-mail. Spoke with their communications director who was kind enough to listen to my complaint. No action taken to this day!
Went to Vancouver in October 2007 with Air Canada. On our arrival at Pearson International at the luggage pick-up area, we waiting from 8pm until 2:30am to pick up our luggage. Air Canada brought us to at least 4 different carousels before we picked-up our luggage. Complete incompetency and mismanagement by Air Canada and its employees! Received no apologies nor acknowledgement of delay. Air Canada luggage operators near the carousel appeared as if this is part of standard practise.
Although, my wife and I recently travelled (November 2008) with Air Canada to Vancouver again (no choice – used Air Miles) and had somewhat better experience than in the past, I would still not recommend this airline to anyone.
Be warned!
Ajay Sinha
Northbridge Consultants
Mobile: +1 416 854 3762
March 26th, 2009 at 12:31 pm
[...] DON’T FLY AIR CANADA IF YOU DON’T HAVE TO… [...]
May 27th, 2009 at 11:33 am
What The Heck does this have to do with the questiojn i searched
January 8th, 2010 at 1:29 pm
Hey! I just had a similar, miserable experience with Air Canada, and found this blog by googling “Blog Air Canada Baggage Delay”. We left Ottawa on Dec 26th, using Aeroplan redemption, and were originally routed through Montreal, to Toronto, and on to our final destination of Raleigh, NC. Due to ice here in Ottawa, our flights were cancelled and rescheduled for Dec 27th. Not wanting to shorten our vacation, we called and were rebooked for 2:00 direct to Toronto to make a 4:40 connection. We arrived before 12:00 at Ottawa Airport and asked if we could be flown down on either the 12:00 or 1:00 flight; NO. Of course, delays due to the weather meant we didn’t arrive in Toronto until 4:45; thereby missing the one and only available flight that day to Raleigh. We were forced to stay in Toronto overnight and were re-booked on; not the morning flight, but the 4:40 flight the following day! NO offer of hotel, or meals. We were told to arrive at 12:00 due to the new restrictions put in place. We arrived to a nightmare; Pearson looked like a temporary shelter during a storm; people EVERYWHERE and NO ONE knew what was going on. We found out our flight (along with about 150 others to the USA) were cancelled yet again. This time we went to the special agent and were re-booked for the following day at 8:00, and were given a hotel voucher. We were flown out on time the following day; a full 48+ hours after our original flight was to have left Ottawa. Our return trip was a bit less eventful, but due to the close connection times that Air Canada made, we arrived in Toronto, and after clearing customs, had barely enough time to make the connection to Montreal. We asked an Air Canada agent at “Connections” if we couldn’t be put on a direct flight to Ottawa…again, NO. So, like lambs to the slaughter, we boarded the Montreal flight. In-flight, we were told that we would miss our 12:00 connection in Montreal, and were rebooked for; not 1:00, 2:00, etc., but 5:25! We arrived in Montreal and checked with an agent. The 12:00 flight was delayed, and we could make the flight if we rushed to the gate. We asked about our luggage, and were told it would follow us to the flight….right! We arrived at the gate, and the flight was delayed another 20 minutes or so, as the aircraft had just arrived at the gate about 12:25. We saw the crew and passengers leave the plane. A full 20-25 minutes later, we were allowed to board. When we walked out on the tarmac, we noticed the baggage handlers UNLOADING the plane! (25 minutes or more after it landed!). After the entire plane was loaded with passengers, etc., and we sat there for several minutes, I noticed that the baggage carts were STILL SITTING ON THE TARMAC; hadn’t moved! It was then that I knew we were in trouble. Sure enough, we arrived in Ottawa at 2:30 or so, and NO LUGGAGE. We went to the baggage claim office, and filed a claim. We were given a card with a claim number and a toll-free number to call, but the Air Canada agent said that was a call-centre in India; to use the Baggage Tracker system on the internet. Both were fairly useless, and we came to find out that the number to India rang constantly busy over the next 48 hours (yes, 48 hours!). The website gave useless info. Our luggage arrived in Ottawa on Wednesday morning. I called the delivery company (Dynamex) here in Ottawa. I was told that over 950 orders for luggage delivery had been received from Air Canada over the previous three days alone, and they were extremely backlogged due to this! So, we finally received our baggage at 9:00 p.m. on Thursday evening; a full 48+ after landing in Ottawa. The whole system is broken. Aeroplan customers, who are clearly committed to flying Air Canada, are treated like third-class passengers; routed all over hells half acre instead of direct to their destinations. That would be too much like the right thing for Air Canada to do. The baggage issue is clearly a union thing as far as I’m concerned, and it’s no surprise with the mess that is the Air Canada HR situation. I’ve written a letter to Mr. Dee; VP and COO of Air Canada asking for answers to this situation, and challenging him to support their Core Values in light of my, and literally thousands of other customers who have been so poorly treated by this airline. My wife and I have been Aeorplan members for several years, but are switching to RBC Avion. We are no longer willing to be subjected to the torture of flying with Air Canada!