On the way over, Air Canada left us stranded in England.
You can read about it by clicking here.
Now I am working on reimbursement for our expenses.
I have learned in any complaint that it is important to work through the established procedures (lower levels of customer service) before working your way up to the people who can really make things happen.
It can be a slow, frustrating process, however, and I think most companies rely on this to weed people and complaints out. This sort of customer service may be good for the corporate bottom line in the short term, but I think it hurts companies in the long run. It is important that we, as consumers, fight back, protect our established rights, and support each other.
Maybe my experiences with Hertz and Avis, and now with Air Canada will help you. At any rate, as you go through this blog entry you will find many of the links you need if you have a similar experience.
This Is Where I Could Use Your Help.
So, when we returned home I found the notes I had taken, and gathered the receipts so I could email customer service at Air Canada.
I will not post my entire email as it repeats the basic story recorded here.
Here are parts of it, with some commentary in blue:
My first email, dated 15 August, 2014:
Hi-
I have flown on Air Canada in the past, and always considered them to be a good, solid airline. I have even recommended Air Canada on my blog. I had a choice of airlines this year for our trip, and I chose Air Canada over American, US AirWays and KLM.
I believe it is important in any negotiation or correspondence to be polite. Often the people you are talking to have no real power or say in the matter, and it does no good to be angry at them for simply doing their job.
This past trip there was a problem which occurred, and it was not able to be resolved at that time.
I would like this problem addressed, and I am hopeful that we can resolve it at this level.
Next I provided the details of the flight, and what happened. A few sentences from that section are below, firmly placing the responsibility on Air Canada, and relating ways in which Air Canada did try (but ultimately failed) to help us.
Flight 858 was delayed at takeoff over an hour in Toronto. When we landed in London, there was an additional 15-20 minute delay waiting for an open gate...
The plane’s steward did give us a “fast pass” to help us to a shorter line through passport control.
The available Air Canada staff thought we could make the connection.
...As you can see, the hour and a quarter, to hour and a half delay, stemming from Toronto, caused us to miss our connecting flight.
Then I noted steps I took to solve the problem through Air Canada and established protocol, again being polite.
...I know that incidents like this are covered under the European Commission Passenger Rights...
My first call was to Air Canada customer service. A nice lady informed me that...
... Air Canada customer service again, where I got a helpful man. He acknowledged that it was Air Canada’s responsibility to get me a connecting flight and he could provide a room and food voucher...
Now is when the real problem occurred.
You will note that I outline the reason that the "solution" provided by Air Canada was unreasonable. I broke it into two sections for them, the problem of a place to stay, and the second problem of the connecting flight.
He stated that we would have to return to Heathrow to go to a service desk to get the voucher.
I stated that this was not a solution for the following two reasons:
First, it costs £50 ($86.72) one way to ride the Airport Express. We would then be at Heathrow, the connecting flights are out of Gatwick.
So I would have to spend over $170 to go back, get the voucher, and return again to fly out of Gatwick.
Second, it was starting to get late in the afternoon, the hotel I was calling from was totally full, as were the other airport hotels. If I delayed by making two trips across London, when would I have time to actually find a room?
I stated I was going to stay at Gatwick and find a room, and seek compensation when we returned home.
Pretty clear so far.
So we then talked about the connecting flight to Marrakesh.
He stated there were no open seats on any flights, showing on his computer screen, available until Friday, 20 June.
I respectfully stated that could not be true, as I had just been at the airport and was informed by British Airways that they had open seats. Not only that, but there are several carriers at the airport with flights to Marrakesh. I asked him to check again. He said once again, no flights until Friday.
This was especially not a solution because this was all happening on Wednesday, 18 June. We were scheduled to leave Marrakesh on Saturday the 21 June. By getting us there on Friday, 20 June we would have less than 24 hours time in Marrakesh.
He said I would need to call PriceLine and get “authorization…
By now the hotel wanted their phone back, so I could not keep making phone calls. I asked him to call Priceline, make the arrangements and please call me back within the hour at the hotel.
I did not get a return call.
So, of course, I took action myself. I outlined the steps I took and why, pointed out that I did not try to gouge them by buying expensive tickets, and so on. I listed all my expenses as well.
Finally, I asked for the exact compensation I am seeking, so there is no question about what I want:
So, because Air Canada was not able to help me right then, on the spot, in a reasonable way, I am asking you to refund to me the above noted expenses: tickets, one night’s lodging, one meal and one taxi, for a total of $709.20...
But I left the door open to further compensation in the case of a lawsuit:
... if I have to work to push this matter to management levels at Air Canada, file a report with the EU, Flight Rights Canada, PriceLine, my credit card company, and so on, I reserve the right to seek these expenses as well.
Then I attached my receipts.
I waited for a reply. It arrived on August 25, 2014, and is copied in whole, below:
On 8/25/14 4:52 PM, Michelle Carew wrote:
Our Reference: ABDA-ZB3PEG
Dear Ed Kornowski,
Thank you for your email. We appreciate the time you have taken to write to us and that you included Air Canada in your recent travel.
Air Canada works hard to be ready for weather challenges while transporting over 100,000 passengers a day. Careful planning by our expert operational departments helps us cope with the havoc Mother Nature can throw our way.
The safety of our customers and employees is always our top priority but we know how frustrating disruptions can be. Considerable efforts are made to take care of our customers and we expect that our employees will do their best to help during these situations. We’re sorry your travel was disrupted.
As a gesture of goodwill, we are pleased to offer you a one time promo code saving of 10% off of the base fare on your next booking at aircanada.com. Details of your promo code are below.
Airlines cannot be held responsible for inclement weather. However, Air Canada provides one night hotel to passengers who are diverted or at a connection point. Eligible passengers not provided vouchers can claim up to CAD100.00 in accordance with our policy.
If you are eligible for this expense and were not provided a hotel accommodation voucher, please forward the original hotel receipt with your file reference for our consideration to:
Air Canada Customer Relations
PO Box 64239
RPO Thorncliffe
Calgary, Alberta T2K 6J7
Thank you for your understanding. We look forward to another opportunity to welcome you on board.
Sincerely,
Michelle Carew
Customer Relations
And then they outlined the 10% promo code conditions.
Why this is not an acceptable offer to me:
One night hotel, at current rate of exchange is $89 USD, and it is not even a guaranteed reimbursement; it states they will "consider" it.
Then, the 10% off airfare not only must be used within in one year, but it ties me to Air Canada which obviously limits my ability to shop for good ticket prices.
The "best case" scenario with this offer is that I spend (an outrageous) $1500 per ticket this next year, for a total reimbursement of $300.
So I asked for reimbursement of $709 and was offered $389.
It's a start.
At least they did not just blow me off.
Also I noted with interest that they blamed the delay on weather conditions.
Weather had nothing to do with it, and I can establish that with a timed and dated blog entry.
Why, I am wondering, would they falsify the reason the flight was delayed?
So, on August 27 I replied:
Hi Michelle,
Thank you for the reply.
I do appreciate that you did not just ignore, or shrug off the incident and you have taken a step towards settling this matter with me.
However, the offer of a 10% discount, flying on AirCanada, is not acceptable to me.
The delays were not caused due to inclement weather.
When we landed in Toronto there was a half hour delay as we sat at the gate, then upon takeoff out of Toronto there was another hour delay, and of course the additional delay as we landed in London waiting for a gate.
All on a clear day, smooth flying.
Because the AirCanada flight was delayed, causing me to miss the connection. This was not disputed by anyone at Gatwick or during the original phone conversations with AirCanada.
The issue is that the "solution" offered at the time by the AirCanada representative (to wait two days for a connecting flight) when there were clearly flights available the next day was not an acceptable option.
Thus, I am requesting that AirCanada refund my expenses of $709.20
So I have copied and pasted my original email below, as a reference. I also included the attachments again.
I think this makes for easy reference, and will help us both to keep track of the conversation.
I would also respectfully ask that you move this issue up to a supervisory level, and if possible please stay in the conversation as well (as opposed to just shuffling me off to another Customer Relations Person).
Thank you again, and I wait your reply.
Note that I asked for the matter to be moved up to a supervisory level.
I have not received a reply yet (13 October, 2014).
So I bumped it up myself, and sent the following email to Air Canada, specifically to Susan Weischeid, the Senior Vice President of Customer Service. I am also contacting Nick Careen who may be the new Vice President of Customer Relations. UPDATE: Susan's address is invalid. Nick's is good, however.
Dear Ms. Welscheid and Mr. Careen,
Hi. I have flown Air Canada several times, and considered your service to be one of the best in the airline industry.
This past year I had a problem on an Air Canada flight, which has not been resolved to my satisfaction, though I have tried going through the proper channels.
I have included all the email correspondence so far.
The only change I made was to put the emails in forward chronological order to make it easier for you to read.
I will not restate the issue here; I simply ask that you read my original email, which explains how we were stranded at London Gatwick, due to an Air Canada flight delay, and we were not offered any reasonable help or compensation.
I am seeking reimbursement of my costs, totaling $709.20
Please note in my last correspondence on August 27, I specifically requested that this issue be moved up to a supervisory level.
I have waited six weeks now for a response.
I am trying to resolve this issue in a timely and cordial way, without having to escalate my actions.
Thank you for your time and attention to this matter.
I know that you have the ability to resolve this issue.
Sincerely,
Still no reply. Maybe they are playing the "be quiet and he will think we are gone" game, like you do when the Jehovah's Witnesses come knocking. So today, October 20th I sent two emails, one to Nick and one to Susan:
Dear Mr. Careen / Ms. Welscheid,
I have waited another week now, and received no reply nor acknowledgement of my email.
I have to say I am very surprised at this lack of respect from Air Canada.
While I am waiting your response on this matter, I am going to go ahead and start filing complaints with the European Union, Canadian Transportation Industry and the US Air Agency, as well as posting this on my blog.
Again, I am asking for reimbursement of my costs, caused by Air Canada, totaling $709.20
Please address this issue by this Friday, the 24 of October 2014.
Sincerely,
Now it is time to take more action.
Here are my next steps:
1. I am blogging about it, and now asking for your support as well. See #2 below.
2. I would appreciate it if you would contact Susan Welscheid **UPDATE Susan's email is invalid, Nick's is good. and Nick Careen by email (click their names) and tell them you read about this on my blog, and you are disappointed in the Air Canada customer service response.
3. I am filing complaints with the European Union (National Enforcement Body, on the right side of the page), The Canadian Transportation Agency, and the United States Department of Transportation. I am asking them to intervene on my behalf, and to look into the Air Canada service records.
This is why I pay my taxes.
You are welcome for all the links.
I have more steps to take if need be, but I am hoping it will resolve here, at this level.
Check back to see.