| rev:text
| - In thinking of what to write for this review, I ended up being very philosophical. I had to write something about my awful experience with "Air Canada," but my beef is really with the person(s) I encountered that just happened to work for AC. So, if they were working for another company, then I would have just said Company X was bad. Or Company Y. Secondly, I had to think what customer service meant to me. And you know what - it's more than just smiling at me, or giving me juice. Really, it is about going above and beyond without stressing and making clients feel sucky about the awful situation they're already in. And this loops back to my philosophical-ness. Should we expect that from every worker we encounter, or just the basic stuff? If one person working for a company gives you "bad" service, does that tarnish the reputation of the whole company forever? Listen to this tale of woe...
I missed my flight. And I don't mean missing a flight to Ottawa (35 minutes from TO). I mean missing a flight to Puerto Rico (5 hours) to make it to a cruise that was going to leave with or without me. A lot of money was at stake here. For all the checks and balances that NORMALLY would have occurred, none did: the ticket lady didn't mention what time our flight was, my parents and I (ALL!!) didn't check our boarding passes or screens for the time, we couldn't hear the final boarding call because we were in the lounge, we didn't check our flight times the night before, the list goes on.
My point is not how we missed our flight, but what happened when we found out we did. All the AC staff we encountered, before hearing anything, immediately said it was the onus on passengers to check flight times. The staff at Maple Leaf lounge blamed us and told us to go to Customer Service to get our luggage's. The worst encounter was the lady at the desk who said she had to hold the plane for 35 minutes to get our luggage's off the plane, while "we were at the lounge having fun."
Yes lady. We really wanted to miss our flight worth 5 grand (business class), then miss our cruise (worth 10 grand) for shits and giggles. Aw shucks, it's only hard earned money anyways! I can't believe it's not butter!
It was interesting to note that my parents and I were already on "Moving Forward" mode. We asked where we could re-book, who we could talk, and what number we needed to call. The staff at the lounge and customer service didn't provide us any useful information, other than to chastise us again for missing the flight and to say that there was a WestJet flight going to Puerto Rico, but " you guys wouldn't make it so don't bother."
My flight coming back to TO was pleasant on AC though. My wine glasses were re-filled. The stewardess smiled at me. One flight attendant made casual jokes with me. What does this mean? Bad or good? And we were on business class, so naturally, AC doesn't treat "us" any better.
Of course, due to the stress of the situation, I didn't get a hold of Miss Nasty's name, otherwise I would have put in a complaint (about how we were treated) and a suggestion as what NOT to say to customer's when they have missed their flight. But, I know exactly what response we would have received:
Automated Generated Response from the Official Desk of Customer Service Air Canada:
Thank you for your response. We are sorry to hear the unfortunate experience you have encountered. However, it is each passenger's responsibility to check their flight times and boarding information.
We hope this resolves your concern. If not, please find enclosed a cookie baked in-house especially for you.
Thank you
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