Air Canada review: Customer service

Dear sir/madam or Supervisor or manager or Air Canada CEO,

To Whom It May Concern:

Good afternoon,

Please refer to the messages below and help me in listening our concerns and difficulties. I have made 10 plus calls and spoke with many customer service representatives. They asked me to hold and dropped the calls.

Today 08/18/2023, I called CheapO air and s/w Meill, he transferred the calls to Noel. He stated to call Air Canada directly and request for refund. I told them that I have requested for refund over a month ago but did not receive a call yet. I was told that someone will call you soon but that was over a month ago.

I have called Air Canada today 08/18/2023 at 2: 30 pm, and s/w Stessi. I have provided her the booking number, air Canada number 3YJKIO, but she stated she cannot help further. I asked her to talk to her supervisor or manager, but she said no one is available to talk now. She said someone will call me within 24 hours. Same thing was said over a month ago, but I have never a call yet.

As we faced a very RUDE customer service person at Pittsburgh as well as Toronto airport and we (including my kids) suffered a lot due to lack of communication from them about the plane delay, no answers to our questions. The Air Canada customer service at the gate area at Pittsburgh assured us that the plane will come at 7 pm, as we had scheduled flight for 6:40 pm. She kept changing the schedule to 7:35 pm, 8:15 pm,...something...something and finally said they are boarding the plane at Toronto and the plane will be here soon. It was already past 10 10 at Pittsburgh and she did not know what to answer about the status of the plane.

We were supposed to board at 10 pm at Toronto for Calgary but we were still at Pittsburgh.

Before we boarded finally at Pitsburgh after 10 pm, I asked whether there will be fooding and lodging arranged there at Toronto. She assured me that they will arrange everything there at Toronto when you arrive. I even told her let's make sure now, otherwise we might get in problem there. She stated I already let them know, not sure whether she did or not?

When we reached at Toronto airport, it was past 12 am and my three kids were crying for hunger. When I approached the Air Canada desk (two ladies, one local, one Indian descendent looking and one Indian descendent man) were there. When I asked for the status of our hotel and food, they said no. All hotels were booked and we can't help you guys. When I mentioned that the Pittsburgh customer service lady already called you, she said no, we don't have time to help you, we can't help. They shot out the light and left for the shift, unattended. there were other people also asking for the same, but they neglected all.

I have a question to supervisor or Manager or CEO, how you guys run this huge company with this kind of customer service? Are you not reliable on the liability of the customer? Is this a good practice? Is this the good customer service? Are you (upper level) person know about this kind of customer services? Is this the first time you are listening from me or there are other travelers like me complained you before? Do you have a complaint depart? Did you make any Incident Report about it? If yes, did you work on minimizing this kind of mistakes? Do we have the right to ask for the help? Do you guys only change the passengers and does not attend or help them when they need help?

I am looking for the answers please!

So, we were supposed to reach Calgary the same morning to attend the religious and cultural events, we badly missed to attend with families. Did you think that we suffer a lot due to the negligence of your working people?

We suffered physically, mentally and emotionally, when we were ill-treated at the airports. My kids suffered a lot and got sick too due to bad experiences as well as for not having proper schedule, bad customer service, no food or lodging arranged, and finally not been able to attend our religious and cultural events. Did you realize and think for it?

Therefore, I have asked to refund the money from Pittsburgh to Totonto.

I hope your investigating department investigate it and try to reimburse the amounts we spent during that unprofessional customer services. Also, hope this letter finds your company to an idea about the ways how to manage better in customer services department. Let no passenger will suffer like us in the near future.

I would like to hear from the upper level personal regarding the management of our proposed refundable amounts soon.

I will be waiting to hear from your company soon.

Please feel free to call me at [protected] (direct) or email at [protected]@yahoo.com. I will be happy to answer any questions.

Thank you for listening my concerns.

Tika R. Sapkota

Ph: [protected]

Please make these as your reference from my earlier Communication:

Hello sir/madam,

Thank you for the reply. As we had planned for our religious trip, we were supposed to reach Calgary the same night to reunite with the family members for a mandatory religious ceremony.

As such, we devoted our time with small kids and the way the customer service involved at the Pittsburgh Airport was not fair. They did not update us till the last hours as well as what has been happening for the delay. Otherwise, we could have booked another airline to reach our destination on time, so as not to miss our religious ceremony. The flight was scheduled at 6:40 pm at Pittsburgh International Airport but it did not depart quarter past 10 pm. We were supposed to board the plane at Toronto at 10 pm and reach the destination on time.

When we asked the customer service at Pittsburgh airport about the hotel and fooding at Toronto, one lady stated they will arrange everything when you reach Toronto. But,when we reached Toronto, it was 12 am and when we approached the Air Canada ticketing/Customer service, there were three people (two female and one male). We waited in line to get the information but the lady (in a rude voice shouted saying we had nothing to do with the delay, we don't have any hotel nor fooding arranged). When I requested to listen to whatever the lady at Pittsburgh airport told us but she did not want to listen to it. We had three small kids waiting in the line that time and they did not eat for 10 hours already. My kids started crying saying " why don't you ask them about food or a hotel to sleep in as we are so hungry and tired. Why can't they listen to you dad." I was spellbound listening to my small kids voice and requested the lady with Indian Descendant, but she left unattended. When I requested her to talk to your Supervisor or Manager, she shouted we are done for the shift and no one is available to help you. Perhaps someone from another shift will come and help you later. All of the customer service staff left unattended and there were many more people waiting in the lines.

No one came for 30 to 45 minutes and all the lights at the customer service desk were off. It was over 1 am in the morning and kids were crying of hunger and tiredness.

I have approached a security person nearby but he stated " I don't know how their system works but you can call Air Canada and request for all of your refunds. They must refund all of your money and I can see you have small kids, they are hungry and tired and sleepy. They don't have any hotels available around. I can't help you more, but there is a Seven 11 store downstairs, please have something for your hungry kids and I think you might get chairs to sit in region 15 on the other side of this building.

We had some limited snacks from the store and went to the chair to have them rest. Hardly chairs were available and we just sat on the chairs for the rest of the morning. The place is unattended and how does Air Canada function and help their customers? All my kids got sick due to these activities as well as the sitting environment at the airport and no one attended us checking whether we are doing okay or not.

I have called ample times to Air Canada to inform and file complaints but no one was available to take the calls? Why did you guys write 24/7 customer services? I called and spoke with CheapO Air on 07/06/2023 (our booking website), but a person stated that you can call Air Canada and ask for a full refund.

As I mentioned above, we had a very Bad experience with Air Canada, Customer Services, and overall dealing with the person at the airport. All of our travel time and religious ceremony were messed up due to negligence of Air Canada and most of my kids were sick due to not having fooding ot lodging at the Toronto airport. I have requested calls from Supervisor or Manager, but they have not called yet. Why did they not call the customers? They just want money to be collected as fare and never attend the customers?

I want Air Canada airlines supervisor or Manager or CEO to investigate these above stated negligence activities and get me back within 3 days. Please have someone call me if you have any questions or concerns.

I will be waiting to hear from Air Canada ASAP.

Note: I want to request for all of my fares to be refunded too. I think the CEO must act immediately to identify the cause regarding the problems with the customer Services and improve the customer services relations as otherwise how we people believe and travel through Air canada. How does the ticketing/customer service personnel act in that way? I hope we will hear back as soon as possible.

Thank you.

Sincerely,

TIKA R. SAPKOTA

BLS/CPR AND FIRST AID INSTRUCTOR

PITTSBURGH, PA.

'A candle loses nothing by lighting another candle' -James Keller