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Is Air Canada Customer Service Always Grumpy?  
User currently offlineEksath From United States of America, joined Aug 2004, 1305 posts, RR: 25
Posted (5 years 4 weeks 18 hours ago) and read 8765 times:
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My wife (Canadian) insisted that we fly Air Canada to YYZ. I have never flown them but I was game especially since their flight times and price was competitive. She tried booking on the Air Canada website but her transaction kept not going through. After a few attempts, she called her credit card company that said her transaction had got flagged as suspicious by them hence the failure to go through. She was told that she was now clear to go ahead. She went back to Air Canada website but now the price had jumped about $50 a ticket. At this point, I checked Orbitz which still offered the old price. So we bought our tickets and did the seat selection with Orbitz. However, Orbitz warned us that the seats still needed to get approved by airline. Not a problem, we had a month to go. About a week before launch, i decided to check on Air Canada.com using the locator code. It did not work. I called customer service at AC.

[SIDENOTE: We did fly Air Canada for this trip and I found the Gate Staff,Cabin Crew,Flight Crew to be great. I would fly them again but I think the customer service does great disservice. We will seriously consider other options in the future to avoid flying AC and dealing with their customer service.]

Below is my wife's complaint to AC:

"My husband and I attempted to book tickets to Toronto through Air Canada.com. I had a problem with the payment option and clicked several times on the continue button. Finally the transaction was ready to go through, but the ticket price increased.

We decided to go through Orbitz.com to get the same price. A week before our flight, we called Air Canada to make sure the seating assignments that Orbitz had listed were confirmed.

We were told that not only were they not confirmed, but they never could have been confirmed - even had we bought the tickets directly through AC - since those rows are blocked off for preferred passengers and passengers in wheelchairs.

Ultimately we were told that there were no seats available to allow us to sit together.

What really was upsetting to me - a fellow Canadian who was trying to *buy Canadian* - was the attitude and tone of the people we spoke to. On the first call, I was shocked by the angry tone of voice and way the agent was speaking to us. This was from the moment my husband said Hello. We assumed the person was having a bad day.

When I called again, I was told that nothing could be done, but what really got to me was that not once did anyone apologize for the inconvenience, and I was told that this was *our fault* for not either booking directly with Air Canada or calling Air Canada as soon as we booked the flight through Orbitz. By the end of the conversation, I was extremely upset and pointed out that since there was nothing that could be done, what was the point of my staying on the line to be lectured about what I had apparently done wrong.

When I called Orbitz to let them know of the situation, the first thing the representative said was that he was sorry for the inconvenience I was going through. It's a small consolation, but it made a difference. From the moment we have started to speak to Air Canada representatives, the conversation from their end has been that none of this is their fault, and that we should have done A or B or C differently. Funnily enough, we haven't started the conversations with blaming Air Canada! Is there a morale issue at Air Canada? Are they not being treated well or are their work processes frustrating them?

I am very disappointed that my first time flying with Air Canada in several years has been so negative. My first flight home to Toronto in several years."


World Wide Aerospace Photography
54 replies: All unread, showing first 25:
 
User currently offlineBrilondon From Canada, joined Aug 2005, 4229 posts, RR: 1
Reply 1, posted (5 years 4 weeks 17 hours ago) and read 8749 times:

At AC their slogan is "Not our fault...you are just too stupid"; I have found that no matter what I try to avoid AC at all costs.


Rush for ever; Yankees all the way!!
User currently offlineDalavia From Australia, joined Feb 2005, 549 posts, RR: 1
Reply 2, posted (5 years 4 weeks 17 hours ago) and read 8709 times:

Speaking personally, all my experiences except one with Air Canada personnel have been exceptionally positive. I find the Air Canada staff to be friendly, helpful, courteous and positive.

The one exception was a night flight I had from Toronto to Sao Paulo. As it was dark outside I couldn't see the registration of the aircraft before boarding, so I asked one of the cabin crew after I was strapped in my seat. He said that this information was top security (!), that even he wasn't allowed to know, and that he was obliged to report the fact I had asked the question to the pilot.

He immediately marched off to the front of the plane and did so, but as I heard no more about it for the rest of the flight (and I was allowed to stay on board), I assume the pilot's good sense prevailed. I did not like the implied threat that I would be ordered off the plane for asking such an innocent question, however!


User currently offlineAirCanadaA330 From Canada, joined Aug 2008, 294 posts, RR: 0
Reply 3, posted (5 years 4 weeks 17 hours ago) and read 8691 times:
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I have to admit, I have never had a problem with Air Canada. A few weeks ago, I called them to rebook my mother-in-laws flight as she was in the hospital and was not going to make her 6am flight to Vancouver. I found that the agents that I spoke to were very friendly, and more than accommodating as they didnt even charge me the "admin fee" for rebooking. Also in june when I called them to fly home to my very sick wife, they did everything they could for me, and assisted me with all my needs, and charged me Economy class fare, when all they had available was Executive class. I'm sorry to hear that you and your wife had a bad day.

Quoting Eksath (Thread starter):
When I called again, I was told that nothing could be done, but what really got to me was that not once did anyone apologize for the inconvenience, and I was told that this was *our fault* for not either booking directly with Air Canada or calling Air Canada as soon as we booked the flight through Orbitz

Sounds more like a problem with Orbitz, I mean its not Air Canadas fault that Orbitz never booked the ticket....you did your part booking the ticket through Orbitz, but they didnt do their job. Thats why I never book through a 3rd party....I go straight to the source.

Cheers;



Cheers;
User currently offlineAirCanadaA330 From Canada, joined Aug 2008, 294 posts, RR: 0
Reply 4, posted (5 years 4 weeks 17 hours ago) and read 8685 times:
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Quoting Dalavia (Reply 2):
The one exception was a night flight I had from Toronto to Sao Paulo. As it was dark outside I couldn't see the registration of the aircraft before boarding, so I asked one of the cabin crew after I was strapped in my seat. He said that this information was top security (!), that even he wasn't allowed to know, and that he was obliged to report the fact I had asked the question to the pilot

Sounds more like someone was on a power trip....if its "top secret" then why in the Reg number painted on the side of the plane?


Cheers;



Cheers;
User currently offlineEksath From United States of America, joined Aug 2004, 1305 posts, RR: 25
Reply 5, posted (5 years 4 weeks 17 hours ago) and read 8664 times:
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Quoting AirCanadaA330 (Reply 3):
Sounds more like a problem with Orbitz, I mean its not Air Canadas fault that Orbitz never booked the ticket....you did your part booking the ticket through Orbitz, but they didnt do their job. Thats why I never book through a 3rd party....I go straight to the source.

Am afraid, you missed the point of my post (and my wife's email to Air Canada). We are not blaming Air Canada or Orbitz for the seat issue and neither did we start of telling the agents at AC that we wanted our original seats. HOWEVER, We certainly felt that the AC customer service took a very confrontational AND angry tone with us. This happaned to me and my wife on two seperate days (as mentioned in my original post). Orbitz was far more customer orientated ever though they could not fix the problem.

We would have been perfectly fine if the problem was not resolved but the customer service was pleasant to talk to. At no point did I or my wife take a confrontational tone with them.

That was the purpose of our complaint and my post here.

Screw the seats...positive attitude matters when dealing with customers. Apparently, this is not taught to the AC customer service folks we talked to.



World Wide Aerospace Photography
User currently offlineAirCanadaA330 From Canada, joined Aug 2008, 294 posts, RR: 0
Reply 6, posted (5 years 4 weeks 17 hours ago) and read 8625 times:
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Quoting Eksath (Reply 5):
Am afraid, you missed the point of my post

Forgive me, that part was not directed at your post....

I wonder if Air Canadas call centers are operated like Bell's call center as they have a 3rd party taking the calls for them.



Cheers;
User currently offlineDc863 From Denmark, joined Jun 1999, 1558 posts, RR: 2
Reply 7, posted (5 years 4 weeks 15 hours ago) and read 8526 times:



Quoting Brilondon (Reply 1):
At AC their slogan is "Not our fault...you are just too stupid";

LOL!! That's every airline's attitude towards non elite members.


User currently offlineNetJetsIntl From United States of America, joined Jul 2009, 593 posts, RR: 0
Reply 8, posted (5 years 4 weeks 15 hours ago) and read 8490 times:



Quoting Brilondon (Reply 1):
At AC their slogan is "Not our fault...you are just too stupid"; I have found that no matter what I try to avoid AC at all costs

try some airline counters here in the U.S, and you'll see what's what. I once got yelled at for showing my I.D when she hadn't asked for it...

"Sir, what's that you're waiving in my face"
"I'm not waiving anything in your face, I'm just showing my I.D"


User currently offlineReality From United States of America, joined Apr 2007, 490 posts, RR: 0
Reply 9, posted (5 years 4 weeks 15 hours ago) and read 8489 times:



Quoting AirCanadaA330 (Reply 3):
have to admit, I have never had a problem with Air Canada. A few weeks ago, I called them to rebook my mother-in-laws flight as she was in the hospital and was not going to make her 6am flight to Vancouver. I found that the agents that I spoke to were very friendly, and more than accommodating as they didnt even charge me the "admin fee" for rebooking. Also in june when I called them to fly home to my very sick wife, they did everything they could for me, and assisted me with all my needs, and charged me Economy class fare, when all they had available was Executive class. I'm sorry to hear that you and your wife had a bad day.

It is great that you have had only positive experiences with Air Canada, but why put down people who obviously have had a bad time with AC by saying THEY had a "bad day."

Quoting AirCanadaA330 (Reply 3):
Thats why I never book through a 3rd party....I go straight to the source.

They tried to book directly thru AC, but the price was $50 more than Orbitz.


User currently offlineAirCanadaA330 From Canada, joined Aug 2008, 294 posts, RR: 0
Reply 10, posted (5 years 4 weeks 15 hours ago) and read 8477 times:
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Quoting Reality (Reply 9):
but why put down people who obviously have had a bad time with AC by saying THEY had a "bad day."

I am sorry, I never ment to come off as putting anyone down, I should have chosen my words better and for that I am truely sorry, I dont mean to be a jerk.



Cheers;
User currently offlineCaymanair From Cayman Islands, joined Apr 2004, 856 posts, RR: 0
Reply 11, posted (5 years 4 weeks 15 hours ago) and read 8461 times:

With any large company (more so with one that outsources customer service functions like a call centre), its hit and miss.

I have found no reason to ever complain about Air Canada before, and the service I got was always friendly and very helpful.

Unfortunately, I can't expect every employee to be a service industry expert, and when events like yours take place, it gives the whole company a bad name.

That, and many many many passengers complain about unhappy events entirely of their own doing, and tend to be A) very ungrateful of the assistance the airline offers them or B) exceedingly demanding in regards to compensation for circumstances they created. After dealing with customers like these, I can understand how a CS agent can have a bad day...


User currently offlineSafeFlyer From Canada, joined Jan 2001, 627 posts, RR: 5
Reply 12, posted (5 years 4 weeks 14 hours ago) and read 8378 times:

I have to say... I'm guessing you were calling from the U.S? As much as I don't want to generalize, more than once when calling from the U.S, my call got routed to the AC call center located in Florida. And god... you are absolutely right! They are rude. This could be echoed by some other members on here I'm sure! I don't want to put everyone in the same basket, obviously, but I also had a friend who non-reved several times (so had to call from the U.S every time to get listed) and found the call center agents in Florida to always be less helpful and more "to the point" to put it mildly than their Canadian-based colleagues in Montreal or Vancouver(?) (or is the other call center in Winnipeg?).

Basically, calls placed from the US generally get routed to the US call center. Canadian calls are routed to the call centers in Canada, occasionally to the U.S. That might explain the vastly different experiences some members got here. I personally have rarely had any issues with their agents on the phone (in fact, most have been quite helpful and I had the same situation as many members on here, fees waved when it seemed appropriate to do so) although since I am French, I select the French option which means I pretty much get an agent who's guaranteed to be at the Montreal call center.

The least you can say is... unlike when flying US, at least the agents speak decent English (and you're not speaking to someone who is in Mumbai!)

'Safe


User currently offlineAirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 24
Reply 13, posted (5 years 4 weeks 14 hours ago) and read 8355 times:



Quoting Reality (Reply 9):
They tried to book directly thru AC, but the price was $50 more than Orbitz.

That is the problem right there. You're trying to book a much cheaper ticket on AC instead of going through AC directly. That is why the AC staff see that price and feel shortchanged.



A Safe Flight Begins With Quality Maintenance On The Ground.
User currently offlineEksath From United States of America, joined Aug 2004, 1305 posts, RR: 25
Reply 14, posted (5 years 4 weeks 12 hours ago) and read 8286 times:
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ARTICLE EDITOR



Quoting AirframeAS (Reply 13):
That is the problem right there. You're trying to book a much cheaper ticket on AC instead of going through AC directly. That is why the AC staff see that price and feel shortchanged.

Actually, it was the messed up AC point of sale system that caused to go outside. We gave every opportunity to give ALL our money to AC. What am guessing is every time my wife pressed buy (even though the sales were not going through), AC put aside the seats until the bucket was full and then it moved the next GOOD sale to the next bucket (i.e. higher price).

Chances are a few hours later or next day, the prices fell back down. Either way, we were not going to pony up an extra $100 when the sale could be got else where.

Quoting SafeFlyer (Reply 12):
I'm guessing you were calling from the U.S? As much as I don't want to generalize, more than once when calling from the U.S, my call got routed to the AC call center located in Florida. And god... you are absolutely right! They are rude.

YES! We are in Florida! It figures that these guys/gals were local and pissed.



World Wide Aerospace Photography
User currently offlineBA84 From Canada, joined Aug 2004, 418 posts, RR: 3
Reply 15, posted (5 years 4 weeks 12 hours ago) and read 8282 times:
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AC's call centre is in Saint John, NB.

User currently offlineQ120 From Canada, joined Aug 2008, 279 posts, RR: 0
Reply 16, posted (5 years 4 weeks 11 hours ago) and read 8237 times:



Quoting AirCanadaA330 (Reply 3):
Sounds more like a problem with Orbitz, I mean its not Air Canadas fault that Orbitz never booked the ticket....you did your part booking the ticket through Orbitz, but they didnt do their job. Thats why I never book through a 3rd party....I go straight to the source.

I happen to agree with you, the less parties involved, the less things can go wrong.



However beautiful the strategy, you should occasionally look at the results
User currently offlineTcxdegsy From United Kingdom, joined Jan 2006, 517 posts, RR: 1
Reply 17, posted (5 years 4 weeks 7 hours ago) and read 8135 times:

My experience with AC is that there's no happy medium: The crew, whether they are ground, gate or cabin, are either exceptionally helpful, or they are just downright rude. There doesn't seem to be a middle ground, or any consistancy.

The service you get from the call centres when calling from the UK, are based in India, and whilst they are polite, you just don't feel confident that they are confident in what they are telling you.

As for the UK Office based in Sussex, which handles UK Customer Relations issues, I have dealt with them for various elements of feedback and complaint, and found them nothing short of condescending.

The problem I find is that nine-times-out-of-ten, AC offer the direct flights I need, either at the times no other airline offer which suit me, or at cheaper prices. So, most of the time I just accept that my standards and AC's are not consistantly in the same terminal!



next flights: BA1441 0566 0581 1446 EDI-LHR-MXP-LHR-EDI
User currently offlineAirNZ From , joined Dec 1969, posts, RR:
Reply 18, posted (5 years 4 weeks 6 hours ago) and read 8088 times:



Quoting AirframeAS (Reply 13):
That is the problem right there. You're trying to book a much cheaper ticket on AC instead of going through AC directly. That is why the AC staff see that price and feel shortchanged.

Completely incorrect...that's not the problem at all. The AC staff could not ascertain from their system at that point what price the customers had paid Orbitz (just like Expedia) in relation to the AC price. It is also irrelevant anyhow.

Quoting AirCanadaA330 (Reply 3):
Sounds more like a problem with Orbitz, I mean its not Air Canadas fault that Orbitz never booked the ticket

I have read, and re-read, the OP several times but I am unable to find where it is claimed that Orbitz never booked the ticket.

Quoting AirCanadaA330 (Reply 3):
Thats why I never book through a 3rd party....I go straight to the source.

A "3rd party" has absolutely nothing to do with it


User currently offlineCPDC10-30 From United Kingdom, joined Feb 2000, 4785 posts, RR: 23
Reply 19, posted (5 years 4 weeks 4 hours ago) and read 7986 times:

Hmmm...had a similar situation that was resolved by AC very well two days ago. My partner had booked through Opodo, but was not given the option to select a seat for flights LHR-YYZ-LHR.

The locator that Opodo provided did not show anything on AC's website, but they had a link to Amadaeus checkmytrip.com - and the reference on that site worked fine (although changes couldn't be made online).

When he called, the cs rep allowed him to choose the seat with no problems at all. No questions about it being a non aircanada.com booking.

Whatever you do, don't waste your time with their UK call centre. More useless than a chocolate teapot. Just call the main number in Canada - you get much better service.


User currently offlinePnwtraveler From Canada, joined Jun 2007, 2241 posts, RR: 12
Reply 20, posted (5 years 4 weeks 3 hours ago) and read 7876 times:

Not dealing with an airline over one customer service agent is anyone's perogative but I would point out hardly fair and not representative. No matter what corporation you deal with, it is extremely rare to get satisfactory treatment 100% of the time. People often love to hate a company. Transit systems, rail travel, hotel chains and even restaurants have to deal with this trait of human nature.

I have had bad AC experiences and bad WestJet experiences. Neither I think is representative of the whole experience with the companies. My choice of airline is based on not those experiences but other factors such as frequency, frequent flyer benefits and other stylistic factors. Doesn't mean I have a hate on for the other.

People line up all the time either pro-AC or pro-WestJet in Canada when in truth you can have substandard performance with both. If you are pro-WestJet you automatically are more forgiving with them and often are looking for something wrong with AC and more critical. The same is true for the reverse. There are a lot of factors at play to influence the choice. Psycologists and marketers understand this and try to work it to their advantage all the time. Once you build a certain loyalty with a customer you can get away with stuff for a period of time you wouldn't normally. Understanding the dynamics and being consistant in your good service is important. Once you lose a customer though it is much harder to get them back than to have kept them in the first place.


User currently offlineNaritaflyer From Japan, joined Apr 2006, 549 posts, RR: 1
Reply 21, posted (5 years 4 weeks 2 hours ago) and read 7844 times:



Quoting Brilondon (Reply 1):
At AC their slogan is "Not our fault...you are just too stupid";

I thought their slogan is "we're not happy until you're unhappy".


User currently offlineType-Rated From United States of America, joined Sep 1999, 5036 posts, RR: 19
Reply 22, posted (5 years 4 weeks 1 hour ago) and read 7784 times:



Quoting Dalavia (Reply 2):
The one exception was a night flight I had from Toronto to Sao Paulo. As it was dark outside I couldn't see the registration of the aircraft before boarding, so I asked one of the cabin crew after I was strapped in my seat. He said that this information was top security (!), that even he wasn't allowed to know, and that he was obliged to report the fact I had asked the question to the pilot.

I had the same exact thing happen to me on AA a few years ago. The F/A asked me who told me to ask this question and the number of the plane itself was "top secret". I mentioned to her that if is so secret, why is in on the fuselage of the plane in large letters? That just seemed to piss her off even more. I have not flown AA since.



Fly North Central Airlines..The route of the Northliners!
User currently offlinePnwtraveler From Canada, joined Jun 2007, 2241 posts, RR: 12
Reply 23, posted (5 years 4 weeks 1 hour ago) and read 7758 times:

Likewise until you have chatted a F/A up a bit and they know you are: a) aviation business, b) frequent traveler, or c) aviation geek, don't bother to ask registration or even fin number. Chances are the F/A doesn't care what aircraft it is, doesn't have a clue what it is, and/or may even be too busy/lazy to find out. When they know instantly what aircraft it is, it is probably because that aircraft has a reputation for something like going frequently mechanical or has a deficiency in something that impacts the F/A job like touchy ovens/coffee makers. Best time to ask is when leaving the aircraft and particularly if the cockpit door is open and the F/A can ask the flight deck.

User currently offlineBrilondon From Canada, joined Aug 2005, 4229 posts, RR: 1
Reply 24, posted (5 years 4 weeks ago) and read 7736 times:

Quoting Naritaflyer (Reply 21):
I thought their slogan is "we're not happy until you're unhappy".

Ha Ha Ha    You win. I cannot disagree with you on that one. I think that they have lapel pins that say that.

[Edited 2009-08-25 10:54:18]


Rush for ever; Yankees all the way!!
25 AC888YOW : Wrong move. The exact same thing happened to me earlier this summer when booking some European travel. I found a great multi-city fare on AC.com and
26 YLWbased : i've mixed experience with AC, both good and bad. I have a few AC trip reports here on a.net, u can go check it out. YLWbased
27 Naritaflyer : I buy tickets both from travel agents and airlines directly. Here in Japan I have no problems because I know that rules are rules and agents have no d
28 YYZYYT : I was just going to post what AC888YOW did. This has happened to me twice in the last few months (AC booking engine bounces me for no apparent reason
29 Porkchop : I find it odd that would you assume that a few individuals are representative of an entire institution in the first place. Maybe they are jerks, or ha
30 SKAirbus : The problem with Air Canada is that they don't have any credible competition in the Canadian market and have license to treat people how they like...
31 Brilondon : [quote=SKAirbus,reply=30]The problem with Air Canada is that they don't have any credible competition in the Canadian market and have license to treat
32 SKAirbus : Well yes but for a country like Canada to have only two major airlines (and only one inter-continental airline) is quite surprising. Norway for examp
33 SafeFlyer : It is some random fabrication since there is nothing that prevents other Canadian carriers from flying any routes domestically, transborder or to any
34 Viscount724 : WestJet would disagree. Air Transat also has a fleet of 19 widebody aircraft, a larger longhaul fleet than many national carriers in other parts of t
35 Eksath : I spoke with one person (female) who was short with me from the moment I stated my reason for calling. My wife spoke with three people including a su
36 ETStar : I predominantly fly Air Canada, and I have not had major issues with them. Why? Because I choose to buy my tickets online, I check-in online, I print
37 Xero9 : Just want to share my experience (not CS related at all, but has to do with price). Last September I tried to book a flight to MCO as the price was go
38 AirframeAS : Oh, yes it is revelant. The AC staff can still see what fare was paid and the monetary amount regardless of where the tix was purchased and from whic
39 9252fly : Maybe WS will need to keep in mind it's not only AC that operates international routes in and out of Canada. How people can be so naive to suggest th
40 HAMAD : I flew to Toronto on Lufthansa with a connection in FRA to Air canada. despite me booking the ticket on lufthansa online, i tried calling their call c
41 Bravo1six : The law in question is the Air Canada Public Participation Act, which is the legislation that privatized Air Canada. The reason that Air Canada is re
42 9252fly : That was 20 years ago. A lot has changed since then. I will not argue that it's possible that AC benefits from offering bilingual services to it's cu
43 Kaiarahi : Bilingual service is just the tip of the iceberg cost-wise. AC also has to translate every single ops, maintenance, technical, corporate, etc documen
44 YYZYYT : Not only is Westjet a sizeable airline, it most certainly provides coast to coast service - as far as YYT which is a few km short of the easternmost
45 SafeFlyer : I know they did try to charge but longer do. I'm looking at the situation right now. While US majors are increasing their bag fees, AC still has a 2
46 9252fly : Not anymore. That's purely optional on this site.
47 Pnwtraveler : I love how out of thousands and thousands of transactions everyday, people can take a few examples and blow them up out of proportion as indicative of
48 YYZYYT : interesting - it has been a while since I spoke with a regular res. agent (May of this year? Dec 08 for sure), but when I did the charge was still th
49 CB97 : The new CEO came in and is trying to make the airline more customer friendly, that's why you are seeing fees being dropped and things like pets being
50 Bravo1six : Then Air Canada can go to Parliament and request that the legislation be amended if in its view things have changed and they are now subject to thing
51 9252fly : What governing party wants to touch that one. It's a can of worms and political hot potato best left alone.
52 YYZYYT : You say tomatoes, I say tomatoes... hmmm, that works better when Louis Armsotring sings it. Improved services to lure customers back = lure them away
53 YYZYYT : You say tomatoes, I say tomatoes... hmmm, that works better when Louis Armsotring sings it. Improved services to lure customers back = lure them away
54 Fxramper : I used AC to SYD as a business n/r and got a rash of #*%! when I questioned the departure fees. Wrote a nasty letter and got a voucher that I donated.
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