First, Thank you for your support !
Look, I am the first to admit, this is my issue and it is only I who have a stake in this.
That being said, I feel this fight is really important for two reasons:
1. I am just tired of us ordinary people being screwed over by big corporations.
2. I am hoping by providing an example of how to fight back, you will also fight back and put a stop to these practices.
As one of my followers stated, "...travel is expensive, and most travelers can't afford to simply "write off" over $700 in additional expenses that were incurred due to your company's flight delays..."
Thanks, SG!
Another reader put it eloquently: "...I have been reading about the difficulty Mr. Ed Kornowski has been having in getting appropriate compensation from Air Canada for his travails involving delayed flights into London this past summer... As a fellow traveller I know it is especially difficult to recover from missed connecting flights in foreign nations. He seems to have documented very well the circumstances and costs he incurred due to the Air Canada delays and it surprises me that he has not been compensated in full for his troubles. He spoke highly of his regard for Air Canada on previous flights and it pains me that your airline is willing to sacrifice the enthusiastic support of a once loyal customer over the matter of a few hundred dollars. I have not had the pleasure of flying Air Canada yet, but this affair only makes me want to avoid doing so."
Thanks, NL. That hits the crux of the matter, doesn't it?
AW simply stated, "...his account made the circumstances very clear, and it seems to me your company is "blowing him off". This is frustrating, unfair, and reflects poorly on the values of Air Canada. I hope that you will take the time to review his correspondence, and reimburse him the expenses he incurred due to Air Canada delays."
Perhaps you should be writing this blog, with clear and simple prose like that!
Finally, this email just lays it out there: "...I am a frequent reader of Ed Kornowski's blog for advice on travel tips and airline preferences. As a frequent traveler, I have utilized his recommendations on several trips that my family has taken. I remember reading about his trip last June on your airline. I am very concerned because Air Canada has still not helped him or reimbursed his expenses. We are considering a trip overseas next summer. Honestly, this gives me some serious doubts about using Air Canada for our travels."
Thanks, KD.
And again, thanks to those of you who I have not quoted above.
So, with your help I have received the following email. My notes are in BLUE.
Dear Mr. Kornowski,
Thank you for your email to Mr. Careen. It is my pleasure to respond on behalf of Air Canada. We appreciate the time you have taken to contact us and are pleased to address your concerns. On behalf of Air Canada, I offer my sincere apologies for the inconvenience that you experienced due to your flight delay. While we make every effort to operate our flights as scheduled, regretfully, delays sometimes occur. In these circumstances, it is very important to ensure that the needs of all affected customers are being met. When handled with courtesy and professionalism, most passengers will accept the inconvenience and understand that their safe travel must always be our first priority.
Except that I was not handled with courtesy and professionalism at the time of the incident. There were no customer service reps to help, and when I first contacted Air Canada on the phone they told me it was not their responsibility and to call Priceline.
I will say, however, that except for the non-answer to my email for six weeks, the follow up emails have been very cordial.
We realize how important on-time departures are for our customers, and certainly regret the inconvenience you experienced as a result of this delay. Many factors are taken into consideration when establishing airport minimum connection times. These include the time required to complete airport processes, security and government checks and baggage transfers. Minimum connection requirements must be observed by all reservation systems and airline personnel world-wide. Our reservation system is designed to display available seat inventory with the best possible connection meeting the minimum connecting time. Air Canada works actively with the local airport authorities to ensure provisions are adequate. From better signage to improved baggage tracking, getting from one flight to another should be a smooth transition. The minimum connecting time for flights between London Heathrow airport and Gatewick airport is 1 hour and 30 minutes. Therefore according to our records, your delayed flight still landed within the required time to make your connection.
In their fantasy world. It takes one hour minimum to get between Heathrow and Gatwick, on the fastest option available. That does not account for time to get off the plane, through passport control, frantically run the tunnels to the bus station, purchase the tickets, wait ten minutes for the next bus, get through security and passport control at Gatwick...
Check it out for yourself at this link. Three hours, minimum.
An hour and a half.
Please.
Typical bureaucratic bullshit.
Regardless, Air Canada regrets that you were unable to make your flight. When schedule changes due to missed flights affect existing reservations, passengers are rebooked onto the closest flight in the same or lower booking class for which they were originally ticketed. We apologize that there were no flights Air Canada could accommodate you with prior to the Friday. However, if a passenger elects to find their own means of transportation, that additional expense will not be reimbursed by Air Canada. Also, Air Canada is unable to reimburse you for hotel, meals or missed accommodation upon your arrival.
So, they are going to strand me for THREE days, and give me no hotel or meals... all while I am paying my hotel bill in Marrakesh as well?
Unable to rebook me on a flight?
I was out at 6:00AM the next morning on a CHEAPER flight than British Airways, which I set up myself... and they are complaining?
Passengers often purchase trip insurance to protect themselves when travelling. If you have any insurance that may offer protection for your unexpected costs, we would be pleased to assist you in any way we can in this regard.
So, because they are unreliable, they want me to purchase trip insurance.
How about this: the extra $200 for trip insurance I could spend buying a seat on a better airline, like Lufthansa, KLM, British Airways, or SwissAir.
Seriously.
Think about that: reliable airline = no trip insurance.
And, how did this suddenly become my fault?
I didn't make the bus speed faster to Gatwick?
I didn't make the leap of faith that my airline would actually be on time?
However, Air Canada does not wish for you to remain disappointed. As a measure of goodwill, we are pleased to provide both yourself and Ms. Kornowski with an Air Canada Gift Card in the amounts of $300 each. [Gift card details omitted by me.]
That is $600 Canadian, which is $534.50 US. Plus, it ties my hands into flying Air Canada again, and I cannot use the card if booking through a site like Kayak or Hipmunk.
For these reasons, I am rejecting the offer, and I have made a counter offer.
I am still asking for your email support at this time.
Please be assured it is our earnest desire to make flying with Air Canada as pleasant as possible and we remain focused on providing an enjoyable travel experience. We hope we may have another opportunity to demonstrate this and thank you again for taking the time to contact our office. Sincerely, Christie
Then there followed more stuff about the gift cards.
After that there was a little snip which I found interesting, telling me that this has reached not only Nick Careen, Vice President of Customer Relations, but also Calin Rovinescu the CEO of Air Canada:
----- Previous Message ------ From: [email protected] Sent: 20/10/2014 09:00:30 AM Subject: APPEAL FOR EXPENSES
From: President
Sent: Sunday, October 19, 2014 10:07 AM
To: Michelle Carew Subject: FW: AIR CANADA Reference: ABDA-ZB3PEG
Looks like another merge to be reopened.
Twyla
From: Nick Careen Sent: 16 October, 2014 10:08 PM
To: President
Subject: FW: AIR CANADA Reference: ABDA-ZB3PEG
...and my email followed that.
Based on the above, I have rejected their offer and am still working on a fair settlement.
But, I am making progress.
Thanks for your support, and check back to see what happens.