A Halifax mathematician recently "complained to the Canadian Transportation Agency that Air Canada does not adequately compensate bounced passengers." And the CTA is now forcing Air Canada to increase its compensation amounts to affected travelers. (LINK)
But what compensation is there when it's not the traveler who is bumped, but the aircraft itself? From personal experience: Very little!
We booked a flight on a very nice aircraft with lots of cool amenities. And at last minute they changed aircraft on us. Kind of like booking (and pre-paying) a limousine to pick you up, and instead a rusty old pick-up truck shows up with some lawn chairs tied down in the back.
I felt the need to complain...
--Message--
Subject: REFUND REQUEST
Message: We paid extra for Preferred Seats on the exit row. At last minute there was an "Equipment Change" and a different aircraft was swapped for the one originally intended for this flight.
We did not get the Preferred Seats, and so request FULL REFUND of the seat selection fee:
$36.00 x 2 = $72.00 REFUND (plus applicable taxes)
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The original aircraft which was intended for this flight provides power connections at every seat. We were relying on these power connections to power our portable devices during this 6-hour flight. The replacement aircraft DID NOT have power connections available, and we were not able to use our portable devices. We specifically booked this flight with Air Canada for the amenities available. Had we not wanted these amenities, we would have chosen a cheaper flight on another airline. Due to Air Canada not being able to provide the amenities as expected for the price paid, I am requesting a PARTIAL REFUND of the ticket price:
$256.50 x 2 x 50% PARTIAL = $256.50 REFUND (plus applicable taxes)
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Please advise when we may expect to see these refunds processed.
Thank you,
Lorne McKendrick
Richmond BC
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Our "non-Preferred Seats" were so packed together that there was not enough room to open a magazine flat to read it. Shari had to hold her magazine out into the aisle to have enough room to turn the pages. The flight attendant had to ask the person in front of us to put their seat all the way forward so that we could eat the food that was served.
I had loaded up a couple of movies to watch on my iPhone during the fight. I boarded the plane with my iPhone at less than 40% battery capacity, presuming that I could plug into power at my seat.
If we had wanted a "no-frills" flight, we could have flown Alaska Air out of BLI for much less money. Instead, we opted to pay more for an Air Canada flight out of YVR with more amenities. But Air Canada gave us a "no-frills" ride for the same price.
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Dear Mr. McKendrick:
Thank you for your email.
We sincerely regret that we were not able to provide the Preferred seats that you and Mrs. McKendrick were expecting for your travel from Vancouver to Honolulu on May 3. Please be assured that we are normally able to meet such requests, however occasionally we are faced with changes to the arrangements made in good faith by our customers and we apologize for disappointing you.
A refund of the fees (no taxes were collected) will be processed shortly to the payment card account. Please allow 5-10 days for processing.
We apologize the replacement aircraft did not offer power ports. As this service is complimentary, no refund is available however as a gesture of goodwill, we are pleased to offer you a one time saving of 10% off of the base fare on a future booking at aircanada.com.
To receive your discount, enter the one time use Promotion Code CX###### in the Promo Code box at www.aircanada.com when you make your booking. This offer is valid for one year from today. This means the booking and travel must be completed within the year.
This discount is available on a new booking only and applies to a maximum of two passengers, provided both are booked at the same time. The fare displayed on the Select Flights screen will reflect the discount rounded to the nearest dollar.
The discount applies exclusively on published fares for Air Canada, Air Canada Express and Air Canada rouge designated flights. Flight pass purchases are not eligible for the discount and promo codes cannot be combined with other discount codes.
Thank you again for contacting us, Mr. McKendrick. We hope there will be a future opportunity to serve you both again under more pleasant circumstances.
Sincerely,
Robbi
Customer Relations
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Hello Robbi,
Thank you for processing the refund on the Preferred Seats selection.
However, your offer of a 10% discount on a future booking as compensation for not providing expected amenities is insufficient and practically insulting.
Your designation of power ports as "complimentary" is invalid. The power ports of the expected aircraft were a "feature" that was a significant contributing factor which swayed my decision to spend more money to fly with Air Canada out of YVR, instead of a discount airline out of BLI or SEA which does not offer this amenity on their aircraft. The last-minute equipment switch has now cost me both money and productivity, and I expect some reasonable compensation.
By publishing your aircraft's amenities online, Air Canada offered use of specific features for sale. I paid the sales price, and Air Canada failed to make those specific features available. In any retail sales situation, a seller offering goods or services for sale who does not deliver on those goods or services must either provide the goods or services as offered or provide a refund to the buyer for goods and services not received.
As the buyer, I am entitled to a refund for goods and services not received.
If you do not have the authority to issue this refund, please escalate this to higher management who has this authority.
Regards,
Lorne McKendrick
Richmond BC
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Dear Mr. McKendrick:
Thank you for your further email.
We regret your continued disappointment and assure you that your concerns have been reviewed appropriately.
You have received the maximum compensation available for such matters and there is no provision to refund any portion of your fare.
We appreciate the opportunity to review this further on your behalf and regret we were not able to conclude the matter to your satisfaction.
Sincerely,
Robbi
Customer Relations
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Hello Robbi,
As I clearly stated in my previous email, "If you do not have the authority to issue this refund, please escalate this to higher management who has this authority".
As you have demonstrated here, you do not have the appropriate level of authority to handle this issue. You also appear to have no regard for finding an amicable solution to this matter.
Please escalate this issue to higher management who are able to make decisions beyond your level of scripted responses.
= = = = =
Dear Mr. McKendrick:
Thank you for your further email.
I regret your continued disappointment and assure you that your concerns have been reviewed appropriately.
The Customer Relations Department is responsible for responding to customer concerns on behalf of Air Canada. I am sorry that I have been unable to address your complaint to your satisfaction however must advise that no further communication on this matter will be responded to.
Sincerely,
Robbi
Customer Relations
= = = = =
Air Canada has since increased their compensation to bumped travelers. But so far, no compensation to travelers that they screw in other ways.
Monday, July 1, 2013
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