RicardoFG From Spain, joined Feb 2005, 678 posts, RR: 0 Posted (8 years 11 months 1 week 11 hours ago) and read 9211 times:
Since the new Pier F opened in Terminal 1 at YYZ, I have had many opprotunities to share a departure gate with Air Canada, and have taken the time to observe how they deal with there flights. Too putit lightly, i was disgusted. I realize that I am gonna have every AC staff flame me for this, but I have never seen such shabby customer service in my life. I realize that there gates can be somewhat stressful with oversales (especially now) but the way they talk to passengers is ridiculous. A passenger can't ask a question to AC without a quick response of "take a seat we are not boarding"...now this tends to come from more, how can i put it "experienced" agents, but a company the size of AC and with the great reputation they have, I would never want to fly them...I guess basically being a monopoly gives them that right.
If people would talk to them as if they wished to be talked to, then they would get more than a one line answer.
On a side note, chances are they don't care for one of two reasons.
1) They have a union and thus are invincible
2) They don't care what people think of the company image, they're just waiting their turn to be bought out only to have min. wage young guns take over their jobs.
I've dealt with thousands of AC employee's, treat them like a friend and you'll get the same back. "Please" and "thank you" work both ways.
Ktachiya From Japan, joined Sep 2004, 1855 posts, RR: 1
Reply 2, posted (8 years 11 months 1 week 10 hours ago) and read 9135 times:
I completely understand what you mean. Well, I faced a delay at YEG a couple of months ago.
I politely went up to the gate agent and said, "Maam, so are we delayed because of maintenance troubles and can you give me an estimate of when we are going to be heading out please?"
Gate Agent: Angrily "Can you tell me when the pilots will be here to take the flight out, shut your trap!!!!"
I couldn't beleive this. And I know that this is a rare case but it gives me a horrible impression of a Canadian Airline and I am commited to never flying on this airline again.
In fact, I received a similar type of service on-board the plane afterwards. I could understand why the flight attendants would feel pressured, but it doesn't mean that they could give me a drink that they felt like giving me.
I asked for a coke, they said they don't have coke. And they are going to give me orange juice because they don't want to go into the galley to get more................... >_<
SK601 From Belgium, joined Jun 2005, 976 posts, RR: 3
Reply 3, posted (8 years 11 months 1 week 6 hours ago) and read 9008 times:
I flew with AC twice last year. From YVR-YYC and from YVR-LAX. On both occasions both ground staff and cabin crew were very friendly. At check-in the agents were very helpful finding a good seat, at the gate they welcomed all passengers with a smile. I was pleasantly surprised!
Lostturttle From Bermuda, joined Dec 2006, 140 posts, RR: 0
Reply 4, posted (8 years 11 months 1 week 6 hours ago) and read 8975 times:
I have found the completion of terminal 1 in YYZ has helped to improve the attitudes a lot, I was there two weeks ago and found the whole process a lot less stressful than the mass confusion of the previous five or six years. I found the check in agents to be very polite and efficient, as well as the gate agents. Also found the flight attendants on both flights (BDA -YYZ - BDA) to be ok.
On a side note anyone know when the Bermuda run will get a XM 320. The interiors are starting to look a tad shabby!
Quoting YWG (Reply 1): I've dealt with thousands of AC employee's, treat them like a friend and you'll get the same back. "Please" and "thank you" work both ways.
This is also true in Bermuda. But the most important greeting to remember here is...."GOOD MORNING, GOOD DAY, GOOD EVENING......." well you get the picture. Do not walk up to any body and just ask them for the time with out first saying one of the above. For some reason as small children we are taught to say this and as we get older I guess we expect it from everyone.
That being said if you walk up to the ticket counter and say "good morning" to the CSA and they are in a bad mood, you might just help change it for you and the rest of the passengers.
Try saying "good morning" to a CSA in other parts of the world and beside the strange looks you get in return, it might just go against you!
YLWbased From Hong Kong, joined Jan 2006, 929 posts, RR: 4
Reply 5, posted (8 years 11 months 1 week 6 hours ago) and read 8978 times:
i was flying YVR-HKG on J 3 year ago, it was 4 hours into the flight are we are somewhere in the middle of the pacific ocean, i asked a cabin crew politely for a Diet Coke and here's wt i got:
i press the attendant button and a cabin crew approach
FA: wt could i do for you sir?
ME: could i get a diet coke please?
(one hour pass by, i still haven't got my freaking diet coke yet)
(pressed the attendant button once again and a different cabin crew approach)
FA: wt do you want now?
ME: i requested a diet coke an hour ago, but i got nth infront of me yet.
FA: so? we are out of pop, do u want some water, we got plenty of them.
ME: What? you guys are out of pop 4 hrs into a 12 hrs flight.
FA: sir, DO YOU WANT WATER OR NOT?
ME: yes please
(one hour pass by, i got NO water)
travelling on AC again? NO, never....
Hong Kong is not China. Not better or worse, just different.
Pacifique75 From Portugal, joined Oct 2006, 149 posts, RR: 0
Reply 6, posted (8 years 11 months 1 week 5 hours ago) and read 8954 times:
Quoting Lostturttle (Reply 4): ...."GOOD MORNING, GOOD DAY, GOOD EVENING......." well you get the picture. Do not walk up to any body and just ask them for the time with out first saying one of the above.
AGREE!!! Courtesy and good manners cost nothing.... Not simply deffending AC but in general some pax are so rude
and always ready to "attack" you verbally. What should the customer service agent/cabin crew do? Keep on smiling
no matter what?! Whilst I wouldnt be rude, I certainly wouldnt be smiling either!
Pacifique75 From Portugal, joined Oct 2006, 149 posts, RR: 0
Reply 7, posted (8 years 11 months 1 week 5 hours ago) and read 8935 times:
Quoting YLWbased (Reply 5): ME: What? you guys are out of pop 4 hrs into a 12 hrs flight
Well, believe it or not...there are space restrictions on board! I do not work for AC but on the airline I work for
, on some routes we occasionally do run out of coke after 4h as well. Is it the airlines fault if lots of people
are drinking coke?? Or should we say "well, I cannot really give you another coke just in case someone else
asks for it later"? Again, no need for the crew to ba rude to you either...
BishopOfPHL From United States of America, joined Apr 2004, 105 posts, RR: 0
Reply 8, posted (8 years 11 months 1 week 5 hours ago) and read 8899 times:
My impression is that the negative perception of the AC ground staff comes from how understaffed things are.
I had probably one of my top three worst airport/airline experiences two Fridays ago at YYZ. It was a complete meltdown both with check-in (2.5 hour line to have a tag put on my bag), plus a 3+ hour delay in the ghetto satellite terminal that turned to a cancellation. However, I did not deal with any AC employee who was necessarily surly or rude...they were all just obviously overwhelmed and nowhere near capable of handling their jobs in reasonable way. This is the only time I've caught myself wishing I had flow US for this leg, who, after all, had performed flawlessly on three prior PHL-YYZ legs for me the month prior!
A332 From Canada, joined Feb 2005, 1644 posts, RR: 1
Reply 9, posted (8 years 11 months 1 week 5 hours ago) and read 8897 times:
AC was pretty infamous for absolutely disgusting customer service practices prior to the bankruptcy ordeal. I had my share of experiences with airport staff & cabin crew alike that turned me off flying with AC for a few years.
However, they have really come around since exiting bankruptcy protection... my last few flights with AC have been very good.
ViveLeYHZ From Canada, joined Dec 2004, 194 posts, RR: 8
Reply 10, posted (8 years 11 months 1 week 4 hours ago) and read 8851 times:
I must, with all due respect, dismiss the above as series of isolated incidents.
I have travelled extensively the last two months on Air Canada (North America Pass), and had a great impression of the FA and ground staff. One time, my YYZ-YYC flight was cancelled TWICE, and AC had to bring an A320 from somewhere to fly us. The flight crew went out of their way to make it up for the PAX with food and drinks, a letter of apology upon arrival, bonus aeroplan miles, and of course the usual hotel and food vouchers.
Another time, my Saturday flight to MIA was delayed but crappy weather at YYZ, so I did what a rational person would do, sit down and read (what turned out to be an interesting novel). Other PAX could not pass the chance of giving AC staff crap. I am typically a very tolerant person, but I honestly felt the urge to smack some of the ignorant PAX who would not take "I don't know" or "we're working on it" for an answer. It is Saturday afternoon, you're going to MIA, who cares if you're a couple ot hours late. If you don't like the delay, drive down to Florida.
You guys have no idea how angry I feel right now just recalling that episode. Again, like I said, I am usually extremely tolerant, but I cannot stand PAX who take it on FA or ground staff simply for the pleasure of being control freaks.
Connies4ever From Canada, joined Feb 2006, 4066 posts, RR: 13
Reply 12, posted (8 years 11 months 1 week 4 hours ago) and read 8811 times:
Quoting ViveLeYHZ (Reply 10): You guys have no idea how angry I feel right now just recalling that episode. Again, like I said, I am usually extremely tolerant, but I cannot stand PAX who take it on FA or ground staff simply for the pleasure of being control freaks.
Good on ya' ! The ground staff are not personal assistants for pax and have many job functions to attend to, often simultaneously. When wx goes bad, everyone has to step back and assess the situation. Is the wx AC's fault?
AC-bashing is a national sport in Canada, and one that IMHO has far outlived its' novelty factor.
I think these kind of comments are ridiculous. If you have one, or even a few bad experiences on an airline which employs thousands of people and has an enormous variety of staff, surely there will be some who give bad experiences and don't always act like a proper employee should. They're all human, not robots. Adding an airline to one's black list based on that kind of experiences, I'm sure the list will be a long one.
I'm sure that most of these people who give this kind of comments couldn't handle a single day in a ground staff's job and pressure. I understand better RicardoFG's point of view a bit more though as he's an employee himself, it's just good if he's able to give customers a pleasant experience every time. Not everyone can do that.
One of the best places in the world: McDonald's in T2 at FRA.
Dutchjet From Netherlands, joined Oct 2000, 7864 posts, RR: 55
Reply 14, posted (8 years 11 months 1 week 4 hours ago) and read 8754 times:
There is no reason or justification for an employee of any airline to speak rudely to their passeners, or pass nasty remarks, or to insult their pax and treat them like idiots.......whatever happened to the slogan, the customer is always right?
Are some passengers jerks? Yes. Do airline employees face stressful situations? Yes. Is anyone perfect? No. And from time to time, we all have bad days.....and mistakes will happen. And life does go on. But please dont say its acceptable for airline employees to abuse their passengers, its not acceptable. Lets not forget that the passenger is paying money to fly on the airline.....and that money is used to pay the employee.
To the original poster......you had a lousy experience with AC; if you feel like taking the matter further, send a complaint letter, speak to a supervisor, makes calls.....the poor service should be reported. Its up to you. The other choice is fly other airlines in the future when possible (sometimes that can be difficult in Canada). While its silly to write-off an airline due to a couple of bad experiences with a handful of employees with an attitude problem...you are the customer and its your choice.
Rammstein From , joined Dec 1969, posts, RR:
Reply 17, posted (8 years 11 months 1 week 3 hours ago) and read 8643 times:
Quoting ViveLeYHZ (Reply 10): Again, like I said, I am usually extremely tolerant, but I cannot stand PAX who take it on FA or ground staff simply for the pleasure of being control freaks.
Almost every time I had opportunity to fly, I noticed at least one PAX annoying the FA with absurd complains or requests. Every time this happened I was wondering if they did it on purpose (they had a bad day and they wanted to annoy someone else) or they were simply enough childish/selfish/etc to not care. Of course, "Good Morning", "Please", "Thank you", "Might I ..." weren't part of their own vocabulary.
Right, it costs nothing ON BOTH SIDES. I've never been anything but nice to airline employees, even when they have been completely rude to me. This has happened with most airlines I have flown on more than a couple times, but the one roundtrip I flew on AC, I certainly did run into some rude people (YOW-LHR and back) both on and off the plane. Again, nothing but nice, but they were rude back...like you said, courtesy and good manners cost nothing right? Except the lack of them costs some airlines my business, and it sounds like some others have experienced this as well...
WestJetYQQ From Canada, joined Jan 2007, 2987 posts, RR: 4
Reply 21, posted (8 years 11 months 1 week 2 hours ago) and read 8500 times:
Quoting Ktachiya (Reply 2): I asked for a coke, they said they don't have coke. And they are going to give me orange juice because they don't want to go into the galley to get more................... >_<
That Is Just Sad, Horrible, Lazy, Horrible Service.
SLCUT2777 From United States of America, joined Dec 2005, 4208 posts, RR: 9
Reply 23, posted (8 years 11 months 1 week 1 hour ago) and read 8412 times:
Quoting RicardoFG (Thread starter): Since the new Pier F opened in Terminal 1 at YYZ, I have had many opprotunities to share a departure gate with Air Canada, and have taken the time to observe how they deal with there flights. Too putit lightly, i was disgusted. I realize that I am gonna have every AC staff flame me for this, but I have never seen such shabby customer service in my life.
Funny thing, I think the opposite. AC handles all of the DL work at YVR, and they treat DL fliers as if they are their own AC people. It has been close to 20 years since AC had such a monopoly as a federal Crown Corporation. For domestic serice they must compete with WS and increasingly their own Jazz spin-off as well as a myriad of smaller more provincially based carriers for service to many isolated areas of the vast territory that is Canada.
My suggestion is get a better attitude or plan on getting !
DELTA Air Lines; The Only Way To Fly from Salt Lake City; Let the Western Heritage always be with Delta!