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@shirlonplastics.com

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

I own a group of companies, which employs approximately 200 people.  Our people travel extensively with West Jet.  After reading about what happened to me last weekend, I am sure that my associates will think twice about flying with West Jet.  I understand that West Jet won’t likely feel the dent.  But this bad publicity eventually will catch up with them as it did with Air Canada.

Sunday August 17, 2009

Last weekend I was travelling to Vancouver for Ralph Gibson photography workshop.  Since this was going to be a week of shooting I took most of my camera gear which consisted of the following:

·         2 Canon EOS Mark III bodies,

·         1 Canon 85 mm F 1.2 lens

·         1 Canon 28-105 mm zoom lens

·         1 Canon 150 macro lens

·         1 Canon 70-200 mm zoom lens

·         2 Canon Camera flushes

·         Some filters and lens cleaning cloth

All of the above fit in a legal size Think Tank carry-on bag.  The combined weight was 35 lb.

I had another similarly sized carry on bag  with two lap top computers, computer and camera charges, two 250 GB portable storage units and some USB cables.  The combined weight of this bag also was about 30lb.

I was travelling with my wife, so I thought that one carry on for each of us wouldn’t cause us any problems.

We checked in Toronto, dropped our luggage and took our carry-on bags.  Everything went smoothly. 

During 5 hours flight West Jet offered us a stale coffee and lousy cookies that gave me a stomach ache.  When we arrived to Vancouver we went to pick up our luggage and heard West Jet announcement that they were short staffed and they will start delivering our luggage as soon as they could.  All of the passengers were very tired as they still were in eastern time zone.  It was 12:00 a.m.  We waited over an hour until the luggage conveyor started to run.

 

Friday August 22, 2009

As we were leaving Vancouver we approached West Jet counter to check in.  Our flight was scheduled for 13:55pm.  We wanted to catch an earlier flight.   The agent told us that it would cost us $41.00 per person $82 for me and my wife.   We agreed to pay just to catch the  flight one hour earlier (which I think is a new money-grab policy from West Jet).  The agent weighed our luggage.  The weight  of our luggage  for two of us was the same as we left Toronto 56lb, which didn’t cause any problems then.  She wouldn’t allow the extra 6lb.  She made us take the extra 6lb from our luggage. 

And it didn’t end there…  She decided to weigh our carryon’s…  She told us that we were allowed to take only 20lb per carry on and insisted that I should check in my camera and computer bags.  We refused and she called the manager.  Meantime the time was ticking and we had 20 minutes to pass through the security and catch flight.   The manager wasn’t very helpful either…  We ended up taking our computers and our cameras from the carr-on bags and carrying them in our hands.   Then she told us, with a great authority.  “I am going to let you go this time sir but I will put a note in the computer. “ 

I happen to own group of companies, which employs approximately 200 people.  Our employees travel extensively with West Jet.  After reading my blog, I am sure that my associates will think twice about flying with West Jet.  I understand that West Jet won’t likely feel the dent.  But this bad publicity eventually will catch up with them as it did with Air Canada.

The ticket agent managed to make our return home miserable.   The inconsistency of West Jet made my trip a nightmare.  It seems that West Jet employees are not properly trained and they don’t apply their policies consistently.

When we arrived to Toronto our bags didn’t show up with the flight.  We ended up waiting for our original flight to pick up our luggage.  When we asked our $82.00 back West Jet’s response was “this is against our policy sir”.

If you want to take chances with West Jet go ahead.  However, next time, I would prefer to take my business elsewhere.