Denied Boarding by Air Canada after showing up on time -- then charged $400 to rebook
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A nice long letter to AC head office when he gets back citing his terrible experience, and informing them that neither him, nor any of his employees will be using AC again should do the trick with them.
If it doesnt generate a substantial refund, then really dont use them again, personally this has not yet happened to me, although admmitadley not with AC.
If it doesnt generate a substantial refund, then really dont use them again, personally this has not yet happened to me, although admmitadley not with AC.
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A nice long letter to AC head office when he gets back citing his terrible experience, and informing them that neither him, nor any of his employees will be using AC again should do the trick with them.
Agent x
Too mean to buy a long personal title
agent x: Dont count on it. How many people say 'im never flying with xyz ever again so there!!' when something doesn't go their way and its usually..as in this case...the fault of the passenger i.e not having an ounce of self initiative. AC wont be interested or bothered that they are gonna lose a handfull of cheap tickets from them...you can count on that.
However, a letter that might have an impact is one that says something like "Unfortunately, I fell foul of this particular situation (described), and I have a suggestion for improving matters in the future: Queue combers should state the intermediate destination [ZRH] as well as the final destination [DEL] in case there are other pax who, like me, didn't know the final destination of my flight."
"Might", not "will", but it seems to me to be the only type of letter that could produce a positive response, even if it is only a sincere apology rather than a standard form letter.
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I agree with you both, thats what I expected first time I sent a letter of complaint, but I recieved an equally long response from the customer services manager giving me detailed answers to all the points I had raised. Since then I have yet to recieve a response I have been dissatisfied with when writing to airlines.
In this case there is a clear breakdown of communications, IMHO AC were in the wrong, and depending on the quality of their customer service, based on my past experience in the UK, I would expect at least some kind of an explanation or apology.
In this case there is a clear breakdown of communications, IMHO AC were in the wrong, and depending on the quality of their customer service, based on my past experience in the UK, I would expect at least some kind of an explanation or apology.
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Wrong! Wrong! Wrong!
I just don't understand why some of the posters here work in airlines (a service industry - no sniggering!) and yet seem to hate serving punters. So, this guy goes to Airport, the line combers don't call out his destination (Delhi and Zurich? - I wouldn't have made the link?), and he is somehow then automatically percieved as some dim-witted jumped up arrogant git - just because he is a business man. I'm in business, but I'm not a jumped up arrogant git - in fact I'm pretty much like any other air traveller, and even though I fly really often, the same thing could have happened to me. In my experience the opinions expressed by some previous posters exemplify the belief system of thick no-hopers who hate anyone who has achieved anything in their life?
I ask the question again, why are you working in a service industry??
The Airline was at fault, no excuses accepted. This guy should most definitely never use this airline again if at all possible - they sound pretty pathetic. In fact when he got to the check in desk, the staff should have apologised profusely for treating him in such a shoddy way, and upgraded him. It was the Airlines fault- unless passengers are now expected to be telepathic.
I just don't understand why some of the posters here work in airlines (a service industry - no sniggering!) and yet seem to hate serving punters. So, this guy goes to Airport, the line combers don't call out his destination (Delhi and Zurich? - I wouldn't have made the link?), and he is somehow then automatically percieved as some dim-witted jumped up arrogant git - just because he is a business man. I'm in business, but I'm not a jumped up arrogant git - in fact I'm pretty much like any other air traveller, and even though I fly really often, the same thing could have happened to me. In my experience the opinions expressed by some previous posters exemplify the belief system of thick no-hopers who hate anyone who has achieved anything in their life?
I ask the question again, why are you working in a service industry??
The Airline was at fault, no excuses accepted. This guy should most definitely never use this airline again if at all possible - they sound pretty pathetic. In fact when he got to the check in desk, the staff should have apologised profusely for treating him in such a shoddy way, and upgraded him. It was the Airlines fault- unless passengers are now expected to be telepathic.
10secondsurvey..... my thoughts entirely , and I do work in aviation .....(work?) I PAY for my seat and expect ..... service , is the wrong word but you know what I mean .
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10second, I agree that the airline should have been a bit more leniant with the rebooking charges (as a goodwill gesture), but it is still the passengers responsibility to make sure he is on time for his flight. Obviously this gentleman was on time but stuck in a queue, all he had to do was ask the customer service agent who was calling out flights a question. It is really not that difficult to do. That is the point here.
Sometimes you just have to take responsibility for your own actions.
I do work for an airline.
Sometimes you just have to take responsibility for your own actions.
I do work for an airline.
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to rebook
Hey RBF
Educate ur boss to take a moment to look at the flight departure boards scattered around the airport first! Most airports show the multiple destinations of the flights (if it is a multi sector flight) against the same flight number. I have seen it in LHR, in FRA, in BKK (where I once boarded a flight to Madras which was continuing to Bangalore and Hyderabad in India) and after hearing you weep about how your CEO was shafted, I paid a close look at what my teeny weeny home airport (in comparison to your YYZ) was showing as well, when I was there a couple of days back. There was an Air India Express flight shown as arriving from "Dubai via Cochin" and the Departure board showed flights of the same airline going to Abudhabi via Muscat and another separate Gulf Air flight (not a code share) also showing a departure of "Abudhabi via Muscat".
So instead of taking out your ire on AC and its staff (and the way the staff turnover is happening in this industry there are a lot of greenhorns around - and the greenest are usually given the task of "floor walking" in most airlines), it might be worthwhile for some people to spend a moment taking a look at the flight departure boards instead of being on the mobile to finish of all the worlds business as half the business people seem to do (not saying your boss is one of them) .
Cheers
Educate ur boss to take a moment to look at the flight departure boards scattered around the airport first! Most airports show the multiple destinations of the flights (if it is a multi sector flight) against the same flight number. I have seen it in LHR, in FRA, in BKK (where I once boarded a flight to Madras which was continuing to Bangalore and Hyderabad in India) and after hearing you weep about how your CEO was shafted, I paid a close look at what my teeny weeny home airport (in comparison to your YYZ) was showing as well, when I was there a couple of days back. There was an Air India Express flight shown as arriving from "Dubai via Cochin" and the Departure board showed flights of the same airline going to Abudhabi via Muscat and another separate Gulf Air flight (not a code share) also showing a departure of "Abudhabi via Muscat".
So instead of taking out your ire on AC and its staff (and the way the staff turnover is happening in this industry there are a lot of greenhorns around - and the greenest are usually given the task of "floor walking" in most airlines), it might be worthwhile for some people to spend a moment taking a look at the flight departure boards instead of being on the mobile to finish of all the worlds business as half the business people seem to do (not saying your boss is one of them) .
Cheers
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to rebook
Another example of the "new" Air Canada and its attitudes. (I note that an AC pilot complained in the Canada forum that there is staff bitterness that they all took big pay cuts, yet management is rewarding itself with multi-million dollar stock payouts.)
From the first post, it appears he actually made it to check-in some 45 minutes before flight. That should be sufficient time to make it through security and to the gate. It's appalling that the airlines can't make allowances for these circumstances. If he is given a boarding pass and told that it is contingent on him making it to the gate, he just might have gotten there.
I'm also tired of the constant overbooking scrambles at the gate, which may have a lot to do with this story. The newspaper said recently that AC had over 80% load factor system wide in December, which is so high that they must be overbooking a high proportion of flights.
By contrast, WestJet, which managed a load factor of over 70% on generally short haul routes, advertises that it never overbooks. If AC loses its near monopoly on international travel from Canada it will be vulnerable to any airline which rediscovers passenger service as a discriminator.
In the last year I retired, so have reduced from a 2-3 time per month airport agony to an occasional one, and am quite glad about that. Air travel has gotten so much worse over the last five years, without a significant drop in fares.
From the first post, it appears he actually made it to check-in some 45 minutes before flight. That should be sufficient time to make it through security and to the gate. It's appalling that the airlines can't make allowances for these circumstances. If he is given a boarding pass and told that it is contingent on him making it to the gate, he just might have gotten there.
I'm also tired of the constant overbooking scrambles at the gate, which may have a lot to do with this story. The newspaper said recently that AC had over 80% load factor system wide in December, which is so high that they must be overbooking a high proportion of flights.
By contrast, WestJet, which managed a load factor of over 70% on generally short haul routes, advertises that it never overbooks. If AC loses its near monopoly on international travel from Canada it will be vulnerable to any airline which rediscovers passenger service as a discriminator.
In the last year I retired, so have reduced from a 2-3 time per month airport agony to an occasional one, and am quite glad about that. Air travel has gotten so much worse over the last five years, without a significant drop in fares.
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to rebook
I think everyone here has forgotten about Airport Brain Syndrome.
Where perfectly good, intelligent people turn into complete idiots the second they walk into an airport.
It's a classic case.
Where perfectly good, intelligent people turn into complete idiots the second they walk into an airport.
It's a classic case.
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to rebook
Go to England, get a National Express bus ticket to Milton Keynes and board from Golders Green. You do that, and you will learn how to know where your next flight on any airline to anywhere from anywhere will go- BECAUSE- You will have learned how to open your mouth and ask (or check in their website beforehand where your buses final destination is beforehand - the one which appears on the destination board along with the bus number) !
NB: this was three years back - now I dont know if they have the same terminals as they have at Victoria Coach Station which lists all the stops - but even then you have to look at the display board first !!!
I agree with "striparella" , "FREEQUENT FLYER" outside the airport, "FIRST TIME FLYER" once inside!!!!
And by the way an informed guess on the loads on the flight in question - 80% DEL 20% ZRH! Or am I being toogenerous (on the ZRH loads!).
NB: this was three years back - now I dont know if they have the same terminals as they have at Victoria Coach Station which lists all the stops - but even then you have to look at the display board first !!!
I agree with "striparella" , "FREEQUENT FLYER" outside the airport, "FIRST TIME FLYER" once inside!!!!
And by the way an informed guess on the loads on the flight in question - 80% DEL 20% ZRH! Or am I being toogenerous (on the ZRH loads!).
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to rebook
Originally Posted by striparella
I think everyone here has forgotten about Airport Brain Syndrome.
Where perfectly good, intelligent people turn into complete idiots the second they walk into an airport.
It's a classic case.
Where perfectly good, intelligent people turn into complete idiots the second they walk into an airport.
It's a classic case.
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to rebook
Reluctantly, I must agree with striparella.
As much as I hate to diss my Frequent Flyer Brethern (and Cistern), it amazes me how seemingly competent intelligent biz class regulars turn into slack jawed yokels seemingly unable to read from the departures monitor without moving their lips and displaying deer-in-the-headlights expressions at the thought of more than 2 people ahead of them in the Gold checkin lineup. Particularly stunning when recognizing tech execs boggled by the concept of the kiosk checkin.
As much as I hate to diss my Frequent Flyer Brethern (and Cistern), it amazes me how seemingly competent intelligent biz class regulars turn into slack jawed yokels seemingly unable to read from the departures monitor without moving their lips and displaying deer-in-the-headlights expressions at the thought of more than 2 people ahead of them in the Gold checkin lineup. Particularly stunning when recognizing tech execs boggled by the concept of the kiosk checkin.
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to rebook
Used to work in a burger bar and you would be surprised how many people would have trouble ordering a cheeseburger and fries. No doubt some of these worked for an airline.
So if we are known to be as ignorant as some of you claim, surely that means the airline (and it's customer service orientated employees) should try even harder to make sure we are looked after at the airport? So stop blaming those who pay your wages and improve your procedures.
So if we are known to be as ignorant as some of you claim, surely that means the airline (and it's customer service orientated employees) should try even harder to make sure we are looked after at the airport? So stop blaming those who pay your wages and improve your procedures.
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to rebook
Hire Better People! Train Employees Better!
Well, next time you high power executives decided on chopping off the training budget before anything else the moment you want to save a few dollars, or decide to outsource some services likewise, then remember the end result can be something what MR RBF Boss experienced!
Sometimes it can be rather more serious, like one of Alaska's aircraft having a hole opening up in the fuselage while on the air (caused by a ramp incident by an employee of a subcontractor!)
Something to think about? eh?
Well, next time you high power executives decided on chopping off the training budget before anything else the moment you want to save a few dollars, or decide to outsource some services likewise, then remember the end result can be something what MR RBF Boss experienced!
Sometimes it can be rather more serious, like one of Alaska's aircraft having a hole opening up in the fuselage while on the air (caused by a ramp incident by an employee of a subcontractor!)
Something to think about? eh?
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to re
Originally Posted by manintheback
Then Air Canada should hire better people.
Air Canada or any airline these days just does not have the "people", better or otherwise to ask every person in a queue when their flight is, those staff they do have should be checking people in and not floor walking.
Sorry Manintheback but you are wrong on this point.
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to re
Originally Posted by lexxity
Air Canada or any airline these days just does not have the "people", better or otherwise to ask every person in a queue when their flight is, those staff they do have should be checking people in and not floor walking.
Sorry Manintheback but you are wrong on this point.
Sorry Manintheback but you are wrong on this point.
A business is there to provide the service, not for the passenger to demand it or be misled.
And maybe to underline. T4 at Heathrow the day that loon in Manchester walked onto the apron with a brief case causing a major security flap throughout the UK. Queue at T4 for security stretched outside. BA staff walked up and down shouting out planes and escorting PAX through security including me - I got my flight.
BA are now making lots of money and have had a massive rise in their share price over the last 18 months or so.
Air Canada have been on the edge of bust more than once in recent times and are in poor financial health now.
Go figure why that might be.
If you dont look after your customers, someone else will.
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to re
Originally Posted by manintheback
BA are now making lots of money and have had a massive rise in their share price over the last 18 months or so
As for the comment about AC not knowing where their aircraft is going what twadle!! Isn't it common sense to know where your plane is headed BEFORE you get on whether there is a transit point or not???! But then, I guess not...goes hand in hand with.....
"what do you mean it's not an e-ticket route??! I booked this 10 months ago (and never thought to ask where my tickets were)...oh look its says Paper Ticket on the itinerary i never read! "
"huh my passport is expired??!!"
"how was I supposed to know what the baggage allowance was??!! (looks at ticket that says 20kgs)...has 84kgs.
People who travel should learn to take responsibility for themselves and their own actions. Yes the staff are there to provide Customer Service...not to baby, molly coddle and spoon feed each and every last piece of information into the passengers from the second they arrive to the second they step on the aircraft!! Aren't they making information screens big enough or what is it? OOh I know Lady Lexxington....lets put a limitless age restriction on the unaccompanied minor service so a member of staff can stick a nice badge on their suit so that everyone knows they are super special, makes sure they get from A to B wiv out twipping up or scwayping their ickle knees and hold their hand all the way there !!!!!
Agent x
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to re
Originally Posted by agent x
How many routes have they chopped out of MAN recently...including Rome i think?
Originally Posted by agent x
As for the comment about AC not knowing where their aircraft is going what twadle!! Isn't it common sense to know where your plane is headed BEFORE you get on whether there is a transit point or not???! But then, I guess not...goes hand in hand with.....
Now I must admit I also had to consider this, and do you know - when I check my ticket and I'm flying to say Zurich, I expect the ticket to say er Zurich...... remarkeable. Oddly I've never considered it might end up in Delhi. But then I'm obviously brainless.
Originally Posted by agent x
Yes the staff are there to provide Customer Service
enuff said
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Re: Denied Boarding by Air Canada after showing up on time -- then charged $400 to re
Originally Posted by manintheback
precisely - my definition of service includes calling out the correct destinations of a plane
Originally Posted by manintheback
er - well if you read the thread starters original statement, the Pax knew where they were going, AC just 'forgot' to mention it
Read this bit again.....
Originally Posted by agent x
People who travel should learn to take responsibility for themselves and their own actions. Yes the staff are there to provide Customer Service...not to baby, molly coddle and spoon feed each and every last piece of information into the passengers from the second they arrive to the second they step on the aircraft!! Aren't they making information screens big enough or what is it? OOh I know Lady Lexxington....lets put a limitless age restriction on the unaccompanied minor service so a member of staff can stick a nice badge on their suit so that everyone knows they are super special, makes sure they get from A to B wiv out twipping up or scwayping their ickle knees and hold their hand all the way there !!!!!
Does someone want a special badge aswell manintheback....?
Last edited by agent x; 5th Jan 2006 at 14:53.