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Wow-Air Canada! Can This Really Happen With Others  
User currently offline744 From United States of America, joined Aug 2001, 448 posts, RR: 0
Posted (5 years 6 months 3 days 22 hours ago) and read 17972 times:

I recently flew from Calgary to San Francisco on Air Canada and was going to connect to a Qantas flight to Sydney. I had given enough time (about 6 hours) in San Francisco for my connecting flight as I knew that Qantas is located in a different terminal at SFO. Unfortunately my flight from Calgary was delayed due to weather. The agent in YYC was nice enough to tag my bag for my Qantas flight so that I did not have to pick it up in SFO and re-check in SFO, but unfortunately he could not get me a boarding pass for QF flight to SYD. When we landed in SFO, it was way too late for my connecting flight. The arrival agent had already re-booked me for next day and provided me with a meal and hotel voucher even though it was a weather delay  angel . Last time I flew with American and United, they did not do anything for me. I asked the agent how come AC pays for accommodation and meals, whereas their Star Alliance partner UA did not? Her response was this is AIR CANADA'S NEW POLICY to provide ACCOMMODATION and MEALS even if there's a WEATHER DELAY? Is this really true? I read somewhere that AC made a huge loss last year. How come they can afford to provide all these facilities while they're running out of money? Anyways, it's a great customer service satisfaction and I'll choose to fly AC whenever I fly in North America. Plus they DO NOT CHARGE for CHECK-IN ANY BAGS. Great job Air Canada!!  bigthumbsup 

45 replies: All unread, showing first 25:
 
User currently offlineTango-Bravo From United States of America, joined Jun 2001, 3805 posts, RR: 29
Reply 1, posted (5 years 6 months 3 days 21 hours ago) and read 17839 times:



Quoting 744 (Thread starter):
Plus they DO NOT CHARGE for CHECK-IN ANY BAGS. Great job Air Canada!!

Might this have been due to the fact that your flight was international rather than demestic?

As for the meal and hotel vouchers offered in spite of the weather related delay that caused the missed connection... even if the international nature of your flight was not a factor, there is nothing to stop the airlines from offering such accomodations on a case-by-case basis if they so choose, even if their policy excludes delays/missed connections due to weather.


User currently offlineRikkus67 From Canada, joined Jun 2000, 1631 posts, RR: 1
Reply 2, posted (5 years 6 months 3 days 21 hours ago) and read 17620 times:

Add Alaska to the list! I just hope they still provide the kind of service they did back in 2002:

An overbooking on a YYC to SEA flight, I was told immediately at check-in. They were looking for volunteers, and I said OK (I was going to SAN, with no real itinerary at destination). My travelling companion had only flown domestically in Canada a few times, and she was very concerned. I told her NOT to worry, as this can happen, and airlines will typically compensate in these cases. I was pleasantly correct.

When we got to our original gate, the agent had us step aside. When the plane was loaded, we were called to the desk, our full names taken, and as compensation, two round-trip vouchers to ANYWHERE Alaska flies.

We were rerouted to LAX, with a short connecting AA Eagle flight to SAN. Our YYC to LAX flight was full, so we were told we had to sit up front...in first class (OK, not TOO exciting on an MD80), but we did get the first class breakfast, and free booze!

At LAX, we were delayed into our gate by a baggage mixup from a Mexicana flight. My poor friend Susan was beside herself, not knowing it was a VERY short flight to SAN. I told her not to worry, as the airlines had an obligation to get us to our destination. We found an AA customer service desk, explained our situation (missed connecting flight by 20 mins), and were told there were almost hourly flights to SAN, "which would be most convenient for you?" We selected a flight about 1 hour later.

Although we were about 3.5 hours late getting into SAN, the smooth change of flights, and the round trip bonus more than made up for it.

The thing that helped was to understand that different delays can happen when you fly. By being understanding and polite, the airlines will tend to do what they can to make things right ASAP.



AC.WA.CP.DL.RW.CO.WG.WJ.WN.KI.FL.SK.ACL.UA.US.F9
User currently offlineThreepoint From Canada, joined Oct 2005, 2130 posts, RR: 9
Reply 3, posted (5 years 6 months 3 days 16 hours ago) and read 16807 times:



Quoting 744 (Thread starter):
Her response was this is AIR CANADA'S NEW POLICY to provide ACCOMMODATION and MEALS even if there's a WEATHER DELAY? Is this really true?

Not necessarily. There are plenty of stories containing complaints that AC didn't compensate for delays "outside the airline's control". The airline does offer an optional service called 'On My Way', which for a fee paid at the time of booking, you can opt to purchase insurance that will allow you to obtain priority service towards meals, accommodation and rebooking on a suitable alternate flight to your destination: http://www.aircanada.com/en/travelinfo/traveller/onmyway.html

Quoting Tango-Bravo (Reply 1):
Quoting 744 (Thread starter):
Plus they DO NOT CHARGE for CHECK-IN ANY BAGS. Great job Air Canada!!

Might this have been due to the fact that your flight was international rather than demestic?

AC did charge economy and non-status passengers for a second bag in the later part of 2008, but reversed their policy after their chief domestic competitor, WestJet, did not follow suit. They were also forced to eliminate (or bury in the base fare) their fuel surcharges on all North American flights after it became apparent that WS didn't impose the same surcharges on their customers.



The nice thing about a mistake is the pleasure it gives others.
User currently offlinePlanenutz From , joined Dec 1969, posts, RR:
Reply 4, posted (5 years 6 months 3 days 15 hours ago) and read 16660 times:

Sometimes the airlines do superise us.
Here;s my story:

In March 2002 I was fluying from LHR to SVO connecting in BUD.
The Malev flight out of LHR was delayed out of LHR due to heavy snow in BUD, needless to say, I missed my onward connection on Aeroflot.
Upon arrival at BUD, at the end of the jetway a Malev employee was standing with a piece of paper with my name on it.
Knowing that I had missed my connection, she escorted me through passport/security check upstairs to the departure level at BUD. A the Customer service desk she gave me a new itinerary routing me on MA to MUC and then onward to SVO on SU's redeye. This left me with an overall connection time of 7 hours at BUD. To assist she gave me a meal voucher, 15 minute calling card, and a pass to the Duma Lounge. She then printed out new baggage labels, and said that she personally would go down to baggage sorting and retag my bag.

Totally unexpected. Even though I havven't had an opportunity to fly them again, to this day Malev has a kind place in my heart!


User currently offlineSniffmom From Norway, joined Feb 2009, 64 posts, RR: 0
Reply 5, posted (5 years 6 months 3 days 15 hours ago) and read 16531 times:

Easter 2007, my parents travelled OSL-AMS. They were scheduled to leave AMS for the return flight to OSL the very last day of the Easter holiday, and the plane (KLM) was overbooked. KLM staff were asking at the gate for volunteers to stay an extra night in AMS as this was the last plane that evening.

My parents, being pensioners, figured they weren't in a hurry to go back home, and eager to help out as noone else seemed to come forward. After contacting the staff and agreeing to stay until the next morning, they got a night at a good hotel at the airport, dinner and drinks vouchers to spend in the hotel's restaurant and bar, a free upgrade to business class on their return flight and in addition EUR 250 each in cash.

KLM couldn't have made much profit on them, but at least they got two extremely pleased passengers - sure to fly KLM again if the opportunity is there.


User currently offlineAndaman From , joined Dec 1969, posts, RR:
Reply 6, posted (5 years 6 months 3 days 15 hours ago) and read 16483 times:

In EU the passenger rights are quite good nowadays:

Denied boarding and
cancellation:

"If you are denied boarding or your flight is cancelled, the
airline operating your flight must offer you financial
compensation and assistance. These rights apply,provided
you check in on time, for any flight, including charters:
• from an EU airport, or
• to an EU airport from one outside the EU, when
operated by an EU airline.

Denied boarding

When there are too many passengers for the seats available,
an airline must first ask for volunteers to give up their seats in
return for agreed benefits. These must include the choice of
either refund of your ticket (with a free flight back to your
initial point of departure, when relevant) or alternative
transport to your final destination.

If you are not a volunteer, the airline must pay you
compensation of:
• EUR 250 for flights less than 1 500 km,
• EUR 400 for longer flights within the EU, and for other flights
between 1 500 and 3 500 km,
• EUR 600 for flights over 3 500 km outside the EU.
Compensation may be halved if you are not delayed more
than 2, 3 or 4 hours, respectively.
The airline must also give you:
• a choice of either a refund of your ticket (with a free flight
back to your initial point of departure, when relevant) or
alternative transport to your final destination, and
• meals and refreshments, hotel accommodation when
necessary (including transfers) and communication
facilities.

Long delays
Immediate assistance

If you check in on time for any flight, including charters:
• from an EU airport, or
• to an EU airport from one outside the EU, when operated
by an EU airline,
and if the airline operating the flight expects a delay:
• of 2 hours or more, for flights less than 1 500 km,
• of 3 hours or more, for longer flights within the EU, and for
other flights between 1 500 and 3 500 km,
• of 4 hours or more for flights over 3 500 km outside the EU,
the airline must give you meals and refreshments, hotel
accommodation when necessary (including transfers) and
communication facilities.

When the delay is 5 hours or more, the airline must also offer
to refund your ticket (with a free flight back to your initial
point of departure, when relevant).
If you do not receive these rights, complain immediately to
the airline operating the flight.

Cancellation

Whenever your flight is cancelled, the operating airline must
give you:
• a choice of either a refund of your ticket (with a free flight
back to your initial point of departure, when relevant) or
alternative transport to your final destination, and
• meals and refreshments, hotel accommodation when
necessary (including transfers) and communication
facilities.
The airline may also have to compensate you, at the same
level as for denied boarding, unless it gives you sufficient
advance notice and offers alternative transport close to the
original time.
Compensation or refunds may be in cash, by bank transfer
or cheque or, with your signed agreement, in travel
vouchers, and must be paid within 7 days.
If you do not receive these rights, complain immediately to
the airline operating the flight."

More:
http://www.brusselsairport.be/en/102547/254584/pax_rights_en

In January 08 my Finnair flight BKK-HEL was delayed around 5h, all pax were given a room and a lunch in a 4* Novotel airport hotel.

[Edited 2009-03-02 15:38:14]

User currently offlinePnwtraveler From Canada, joined Jun 2007, 2235 posts, RR: 12
Reply 7, posted (5 years 6 months 3 days 15 hours ago) and read 16416 times:

AC is honoring the EU policies on some flights but not on domestic flights. It is the subject of a Members Bill before parliament. What the chances are of passing I don't know as it is not a government sponored bill. Sometimes members bills get passed, most of the time they don't. The bill is basically a passengers bill of rights legislation. Included in that would be standards that would bring local regs into line with the EU ones.

AC has always been very accomodating to me but I think a lot varies with who you ask and how you ask. Asking in the Maple Leaf Lounge is always a good strategy if you have status or membership. You do catch more flies with honey than vinegar.


User currently offlineLHR380 From , joined Dec 1969, posts, RR:
Reply 8, posted (5 years 6 months 3 days 14 hours ago) and read 16323 times:

Same with BA, if a connecting flight on the same ticket with any airline (Same not seperate), and a delay has been caused making you miss the other flight for any reason, hotac and meals will be provided. Mind you, this is for connection passengers only.

User currently offline744 From United States of America, joined Aug 2001, 448 posts, RR: 0
Reply 9, posted (5 years 6 months 3 days 14 hours ago) and read 16130 times:

So how come most US carrier's like American and United do not compensate when there is a weather delay?
-744


User currently offlineAlfa75 From United States of America, joined May 2005, 614 posts, RR: 0
Reply 10, posted (5 years 6 months 3 days 13 hours ago) and read 15094 times:



Quoting 744 (Reply 9):
So how come most US carrier's like American and United do not compensate when there is a weather delay?

Frankly, I don't see why they should. I look at it as a cost of traveling.



The best things in life aren't things!
User currently offlineFlybyguy From United States of America, joined Jun 2004, 1801 posts, RR: 1
Reply 11, posted (5 years 6 months 3 days 13 hours ago) and read 14859 times:



Quoting 744 (Reply 9):
So how come most US carrier's like American and United do not compensate when there is a weather delay?

Because airfares in the U.S. are dirt cheap and that the mentioned airlines have been terrible, poorly managed and broke for years. Nuff said.



"Are you a pretender... or a thoroughbred?!" - Professor Matt Miller
User currently offlineChinook747 From Canada, joined Mar 2007, 126 posts, RR: 0
Reply 12, posted (5 years 6 months 3 days 12 hours ago) and read 14433 times:



Quoting 744 (Thread starter):
Her response was this is AIR CANADA'S NEW POLICY to provide ACCOMMODATION and MEALS even if there's a WEATHER DELAY? Is this really true? I read somewhere that AC made a huge loss last year. How come they can afford to provide all these facilities while they're running out of money?

also..AC is having to compete with WS and WS does offer this type of compensation due to weather delays etc. This past December saw some horrible weather and delays in Canada and WS took care of all of their affected customers by offering assistance where as AC did nothing if it was a weather delay. The after affect it AC really hard.

I also think this AC trying to protect its route as WS will soon be re-entering the SFO market


User currently offlineAbrelosojos From Venezuela, joined May 2005, 5089 posts, RR: 55
Reply 13, posted (5 years 6 months 3 days 12 hours ago) and read 14389 times:

Do you have status on a Star carrier?

Saludos,
A.



Live, and let live.
User currently offlineOroka From Canada, joined Dec 2006, 911 posts, RR: 0
Reply 14, posted (5 years 6 months 3 days 12 hours ago) and read 14291 times:



Quoting Chinook747 (Reply 12):
also..AC is having to compete with WS and WS does offer this type of compensation due to weather delays etc. This past December saw some horrible weather and delays in Canada and WS took care of all of their affected customers by offering assistance where as AC did nothing if it was a weather delay. The after affect it AC really hard.

Bingo! WS has been providing easily some of the best customer service in the industry, which is a stark contrast to Air Canada... who is known for some less than stellar customer service. Most of WS business came right out of AC flights, and AC now sees that it has to step up their service if they want to win some customers back.

In a fight like this, the customers are the ultimate winners.


User currently offlineBoeingluvr From , joined Dec 1969, posts, RR:
Reply 15, posted (5 years 6 months 3 days 12 hours ago) and read 14076 times:

Very true... WS has showed they are dependable during your travels even if the unthinkable happens... The public trusts WS and now AC doesn't really have it especially with the bad press they have recently received. I flew an AC flight a few weeks ago trans pacific, and the service was just appauling! I will gladly pay the extra few hundred next time for JAL or Cathay, or Singapore.

[Edited 2009-03-02 18:58:47]

User currently offlineEwRkId From United States of America, joined Dec 2008, 594 posts, RR: 0
Reply 16, posted (5 years 6 months 3 days 10 hours ago) and read 13117 times:

it seems that there new policy is that way,


I was on a flight EWR-YUL on AC jazz and there was a mechanical problem and the A/c never left YUL, so they booked us on the later flight and gave us $6 meal vouchers each which wasnt bad for three people.


User currently offlineViscount724 From Switzerland, joined Oct 2006, 25191 posts, RR: 22
Reply 17, posted (5 years 6 months 3 days 9 hours ago) and read 12360 times:



Quoting Boeingluvr (Reply 15):
The public trusts WS and now AC doesn't really have it especially with the bad press they have recently received. I flew an AC flight a few weeks ago trans pacific, and the service was just appauling!

If you're referering to delays related to the extremely severe and unusual winter weather conditions at YVR during the Christmas period, did AC handle that any worse than BA or other carriers when LHR had somewhat similar weather (but with far less snow) a few weeks ago? You can't plan for the kind of a once-every-20-years weather event YVR experienced. And it was as much the airport's responsibility as the airlines' due to their inability to keep the runways open and the airport operating.

What did you find appalling on your transpacific flight? AC has won many service awards. I have had bad flights on every carrier I've flown on. Generally I find AC above average and comparable to their major European competitors (better in terms of business class seating than most European carriers), and better than major U.S. carriers.


User currently offlineIkramerica From United States of America, joined May 2005, 21515 posts, RR: 60
Reply 18, posted (5 years 6 months 3 days 9 hours ago) and read 12115 times:



Quoting EwRkId (Reply 16):
I was on a flight EWR-YUL on AC jazz and there was a mechanical problem and the A/c never left YUL, so they booked us on the later flight and gave us $6 meal vouchers each which wasnt bad for three people.

Everyone does that. Well, most everyone does.

COexpress gave meal vouchers for 1 hour mechanical delay in SRQ.  Smile



Of all the things to worry about... the Wookie has no pants.
User currently offlineKE7JFF From United States of America, joined Feb 2009, 47 posts, RR: 0
Reply 19, posted (5 years 6 months 3 days 8 hours ago) and read 11516 times:

Makes me feel good about just booking a PDX-YYZ trip on AC for the extra $40 over UA!

User currently offlineMysterzip From United States of America, joined Jul 2008, 167 posts, RR: 0
Reply 20, posted (5 years 6 months 3 days 6 hours ago) and read 10331 times:

I suggest that if you think that the agents at Air Canada in SFO and at YYC did a good job, you should write about that to the airline.

Quoting Flybyguy (Reply 11):
Because airfares in the U.S. are dirt cheap and that the mentioned airlines have been terrible, poorly managed and broke for years. Nuff said.

Doesn't matter - they are full service carriers and they should abide by the contract that was set forth. I hardly see anyone accommodated by any domestic airline because of their own delays. (Well, maybe - if you show some cleavage). And I know - the airline can say it's weather, but it's just doing good things and showing and trying that will get the passenger to acknowledge that the airline is trying its best. It's in the hardest of times that businesses have to set themselves apart from the competition by compassion, good communication and organization when $hit hits the fan.


User currently offlineCarlisle From United States of America, joined Feb 2009, 271 posts, RR: 5
Reply 21, posted (5 years 6 months 3 days 2 hours ago) and read 8600 times:



Quoting 744 (Thread starter):
Great job Air Canada!!

Next time, if it's not too expensive, try AC 33/34 (YVR-SYD) and it's a Boeing Triple 7.
 bigthumbsup 

Jeremy Carlisle



"CLEAN PLANES AND DIRTY MARTINIS" (Delta)
User currently offlineHalophila From United States of America, joined Aug 2005, 646 posts, RR: 4
Reply 22, posted (5 years 6 months 2 days 23 hours ago) and read 6907 times:



Quoting Andaman (Reply 6):
In EU the passenger rights are quite good nowadays:

Not always... AZ canceled a flight on me because of "operational reasons", missing a connecting OS flight in Vienna on a second ticket scheduled to fly over 24 hrs later, and wouldn't pony up anything. Never, ever, flying AZ again, even the "new" AZ



Flown on 707, 717, 727, 732 733 734 735 73G 738 739 741 742 743 744 74SP 757 753 762 763 772 773 77W D10 DC9 M11 M80 M87
User currently offlineCYXUK From Canada, joined Mar 2009, 111 posts, RR: 0
Reply 23, posted (5 years 6 months 2 days 22 hours ago) and read 5834 times:

They can pay for this stuff with the revenue generated by their $250+ fuel surcharges on all flights that are international (not including USA). Coincidentally, these are the flights with the high load factors, and the biggest planes, although not necessarily the most passengers.
Per mile/kilometer/NM these are the most efficient flights to operate, and they are still charging fuel surcharge.


User currently offlineGmpec From Canada, joined Apr 2008, 26 posts, RR: 0
Reply 24, posted (5 years 6 months 2 days 21 hours ago) and read 5266 times:



Quoting CYXUK (Reply 23):
They can pay for this stuff with the revenue generated by their $250+ fuel surcharges on all flights that are international (not including USA). Coincidentally, these are the flights with the high load factors, and the biggest planes, although not necessarily the most passengers.
Per mile/kilometer/NM these are the most efficient flights to operate, and they are still charging fuel surcharge.

Got that right! And the fee is charged per ticket ($310x4 in our case). That bugs me a bit as the two kids weigh less together than the free baggage we took.



GMPEC
25 744 : Next time, if it's not too expensive, try AC 33/34 (YVR-SYD) and it's a Boeing Triple 7. Jeremy Carlisle They did end up booking me from SFO-YVR-SYD t
26 666Wizard : FWIW, I have had two examples of good service from US carriers: 1. Flying Y on UA LHR to JFK in early 2000 the JFK flight was overbooked and I was one
27 MattRB : So, those 5000 hotel rooms that AC spent a considerable sum on were for what purpose then?
28 Pnwtraveler : I wondered how long it would be before some AC haters spoke up and voice their usual comments. No carrier is is perfect all the time and all have bad
29 SQ_EK_freak : It's a mechanical issue so its the airline's fault, so they must compensate. Frankly, $6 is not too good...got $15 from UA for a 4 hour delay in LAX
30 Threepoint : Few people lay the blame on AC or any other airline. It was the way in which the delays were handled that set AC and WS apart. It's often far too eas
31 EDICHC : Well you should have followed that up by submitting a complaint in writing and following that up if necessary. The EU passnger rights are pretty much
32 Boeingluvr : I'm not sure what awards AC has won. I've heard that statement before, and I argue it. That's like all of the awards car companies get to look good b
33 Viscount724 : However flying BA means dealing with the chaos of connecting at LHR which I do my best to avoid. AC has been reporting record load factors month-by-m
34 Boeingluvr : That's all well and good but it doesn't explain the horrible service I recieve and continue to hear about from many Canadians... Let's remember that t
35 Threepoint : That's very subjective. For every bad-news story about any given airline, there are several untold good-news stories. Let's remember to include sourc
36 YWG737LVR : My only comment is why does a little snow or ice affect operations at major airports in CANADA so badly? (YYZ, YVR, YYC) Its not like it should be une
37 Boeingluvr : Just comparing statements from christmas of 2008 as a comparison of two airlines faced with the same problem and how it was dealt with in the custome
38 9252fly : Why do you insist on making an ass of yourself? You've had a issue with AC from day one and continue to fly them only to get on this forum to complai
39 Viscount724 : You are overlooking that many major international markets to/from Canada are open skies agreements, permitting any number of carriers from each end o
40 Threepoint : I won't get into Viscount724's accurate observation regarding open-skies agreements. Your original statement seemed to single out AC for special trea
41 LH423 : Air Canada, as stated, doesn't charge for baggage, full stop. Also, as stated, that was due to a mechanical delay, which is considered very well with
42 ZBBYLW : Ok, we get it you hate AC. The fact of the matter is, AC does have a good service. I fly AC VERY often and I hardly ever have complaints. In the last
43 Brilondon : I have found that most airlines that I have flown will usually compensate you with meals and accomodations. This is my experience anyway. I find that
44 Czbbflier : [cynicism] OH MY GOD... DON'T WRITE!!!! That will give senior management some ideas where they can cut- God help the supervisor that approved all thi
45 Threepoint : Air Canada does charge for baggage when it is overweight comma oversized comma or exceeds the amount of pieces allowed for economy versus Executive F
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