| rev:text
| - An open letter to Air Canada customer service phone center....
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This is a complaint about the service provided to me by "Leon" on 15-Jun-2013 at 3pm Eastern time. (Note: Leon refused to give me his last name which is odd since phone reps from other airlines give first and last names to ensure quality of service. Given that the supervisor call back he promised to set up never occurred, this was probably a fake name.)
The original focus of my phone call to "Leon" was to ask about booking an upgrade OR getting a seat with extra leg room. Just before calling him, both of the United and Air Canada customer service departments said they couldn't do this. Both airlines' said I had to contact the other airline to make any seat changes. This was a United flight #, but operated by Air Canada.
When I called Leon, I said to him I'm a bit stuck as neither airline seems to be able to make this change, and then proceeded to ask what he thought I should do next. Leon quickly cut me off and said again why he couldn't help me. At this point, I try to tell him that I'm just trying to see if he can recommend another way to solve my problem, but he kept cutting me off and speaking over me so I never really got the chance. I was very frustrated that he was not hearing what I was saying, so I gave up on trying to make myself heard at all to him.
Next, I thought at least I can pass on the observation of the seat-changing issue to a supervisor. Leon very quickly said there was no supervisor there. I said, "no supervisor is there?" He quickly said no, there were no supervisors anywhere. He paused and said he can arrange a call back from a supervisor within 24 hours, but then quickly said they can't help me either. I told him I understand, but if he can arrange the supervisor call back- as he just offered to- that would be great.
He seemed to get agitated at this point and then said, "OK, but they can't help you either...." and then tells me again in detail why the change can't be made. I tell him, "I understand, you've said that already, but I'd still like the call back." Leon couldn't let it go. He returned to the point over and over of why the supervisor couldn't help me. He really didn't want me to speak to anyone else. He wouldn't move on to take my phone number for this call back. He finally did when I insisted he set it up, but even after he did, he repeated at least 2 more times how no one could help and why. Finally, I asked emphatically, "will you have someone call me back?" He said yes, and I hung up.
Now I am mad about the service received. I wasn't before...Now I am. It's no longer about my original request AT ALL, but Air Canada's poor customer service skills: He speaks over the caller repeatedly, and he didn't care to attempt to solve the problem. He's argumentative and quick to take offense when I asked to speak to a supervisor to simply note the seat issue I was having - not to solve it but just to hear it. I tried very hard to NOT get into an argument about who was right or wrong, but this seems to be exactly what "Leon" wanted. And I never did get a supervisor call back. Again, this is NOT about the seat-changing issue, and all about rude customer service.
Given the first Air Canada rep I spoke to was also a bit condescending explaining why he couldn't help either (I thought I imagined it the first time actually), I'll try to avoid Air Canada in the future when flying. I know there is a big call volume that Air Canada customer service has and your phone reps face long, busy hours, but this is just too much hassle.
Thank you for your time.
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