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Air Canada review: Customer service

M
Author of the review
2:35 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
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My scheduled departure flight on 15/08/2023 from YDF Deer Lake, Newfoundland was delayed twice. I became aware of the change upon waking the morning of departure and I contacted the 24-hour line to assist me with reconnecting flights. Due to the delays, I would miss my international connection in Vancouver to Sydney Australia and then on to Melbourne. This wasn't just a flight across Canada, it was flying around the world at a premium cost with me travelling business class.

When I explained the situation to the agent on the phone, she said I would have to pay an additional $1400 to get me on another flight or I would have to wait until September 13 for the next available flight. I said it wasn't my fault about the delay and I should be accommodated in getting me home to a paraplegic partner depending on my care. When I asked to speak to a supervisor, she bluntly told me that I would be told the same thing as she did. He came on the phone and was unprofessional, rude and condescending. If I was happy to hand over my credit card, he would happily book a seat. I was questioning why, and he said he didn't have the authority to waive fees, but I could try at the airport ticket counter. He was spelling words and speaking slowly like I couldn't understand or comprehend what he was saying. I hold a master's degree and don't appreciate anyone speaking to me in this manner.

In the end he hung up on me and I had to find another phone number to ring to sort my flights on my own with the help of a lovely representative the second time. Simple fix to rebook and get me out without any mention of a fee. I had to overnight in Vancouver at my own cost and pay a baggage fee twice, but there was no hesitation in Air Canada charging my credit card for upgrades to and from Australia. I wasn't offered any vouchers or booking of a hotel. The flight into Vancouver arrived on the 15.08.23 at 10:00 pm and was departing for Australia on the 16.08.23 at 10:35 pm.

Desired outcome: Please refund the cost of my hotel in Vancouver for the night, my baggage fee that was charged twice, and a credit for future travel.

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