| rev:text
| - January 30
I hadn't heard anything so wrote back asking for a response.
February 1
I got this email from Lisa.
"Thank you for the follow-up email. I am truly sorry you remain dissatisfied with Air Canada.
Although there is little more I can add to my initial explanation, I understand your experience was disappointing. Please be assured Air Canada strives for excellence and we apologize we let you down.
The goodwill travel discount was offered to demonstrate our regret for the lapse in our usual high standard of service. While we realize this does not meet your expectation, we earnestly hope you will accept this in the manner it was intended. Respectfully, we are unable to offer additional consideration as requested.
We would like to thank you, once again, for contacting us. We recognize we did not leave you with a favourable impression on this occasion but we look forward to an opportunity to provide you with a more positive travel experience in the future.
We appreciate the opportunity to review your concerns."
Really?! Basically she has blown me off. What kind of customer service is that? I responded immediately with an email that all I want is my $30 back and I'd be happy.
February 8
I hadn't heard back from Lisa so wrote another email asking WHY I can't have my $30 back.
February 9
I received an email from Lisa ... our "concerns" have been reviewed by a supervisor and Lisa wants me to send her proof of us spending the $30. So this evening I emailed her a screenshot of my VISA online showing the charge.
February 14
I received an email from Lisa. She said that a cheque for $30 will be in the mail shortly. She had the wrong address for me so I sent her an email immediately to correct it (they had my street name as the city and our unit number as our street).
February 29
I got this email from Lisa:
"Unfortunately, the cheque was mailed out before we were able to change the address. Once the correspondence is returned to our office, we will mail the cheque to the correct address."
March 7
I received an email from Celyne, Customer Service Rep, with Air Canada Vacations. Blah blah blah about how they don't practice overbooking and when they do, no one is denied a seat, etc. blah blah blah.
I took offense at this sentence:
"We would like to reiterate that Air Canada Vacations does not practice flight overbooking and it is our understanding that you were not affected by such situation and that each client of your party had an assigned seat."
Affected?? I guess she doesn't consider being told that the flight was fully booked and, even though we had bought seats with our package, there was a chance we weren't going, then having to wait an hour in agony on standby before discovering we had seats "affected"!!
This sentence pissed me off too:
"Upon verification of your reservation file, we noted that your travel agent called on December 31, 2011 at or around 16:07 and instructed Air Canada Vacations to add the prepaid seats selection on your return flight as per your request."
Only because the Air Canada rep in Toronto told us to do this if we wanted to be assured of a flight home!!
March 29
It's been a month today since I received an email from Lisa advising me that the $30 cheque had been sent to an address that doesn't even exist. I just sent her an email asking what the status is since the cheque hasn't arrived yet.
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