Complaint
November 27, 2020
Air Canada – Customer Solutions
PO Box 64239,
5512 4th Street, NW
Calgary, AB, Canada
T2K 6J0
Subject: Rescheduled flight
Dear Ms Jones,
In early September, I booked a flight home to Montreal which was originally scheduled to depart three days from today, at 9:00 AM on November 30th, 2020. I have attached the original itinerary and booking confirmation for the flight.
I was informed this morning of an itinerary change, which would add two separate layovers to my flight (originally booked to be non-stop). This is highly inconvenient for me, both given the short notice for the change and the fact that it will add several hours to my travel.
I understand that flight schedules have been disrupted and are currently unpredictable due to the current COVID-19 pandemic, but the change in itinerary is not the service I originally purchased. I am prone to blood clotting and purposefully book short flights as to not be seated in an airplane for longer than I need to be. In addition, I had planned on arriving at a certain time in order to attend an event.
Given the current situation, I would request that my ticket is either refunded, or that my flight is once again rebooked at a date and time convenient for me, and necessarily, as a non-stop flight.
Thank you for your time and consideration, I look forward to a prompt reply.
Sincerely,
Amina Moustaqim-Barrette
Bad news
November 28, 2020
Amina Moustaqim-Barrette
775 Drake Crescent
Prince Rupert BC
Canada
RE: Rescheduled flight – case number CAS-2958285-G8X0Q7
Dear Ms Moustaqim-Barrette,
Thank you for contacting Air Canada in regard to your flights to Montreal. I sincerely apologise for the inconvenience and hope that you are your loved ones are safe and healthy during these unprecedented times.
COVID-19 has disrupted travel plans across the country, and our priority remains to offer the best possible customer service, with flexible refund and rebooking policies.
While we are not able to offer a non-stop flight on the day you originally planned to depart, we can offer you a full refund or travel voucher. We are also happy to help find a non-stop flight on another day, at your convenience. Our agents are available 24 hours a day and 7 days a week and would be happy to help find a travel option that works.
You can find more information regarding these options at aircanada.com, or give us a call at 1-866-584-0380 to speak to an agent. These options are consistent with recommendations from the Canadian Transportation Agency regarding COVID-19 travel disruptions.
Our apologies again for the inconvenience this has caused. Thank you for choosing Air Canada and we hope to welcome you on board soon.
Sincerely,
Catherine Jones
Customer Relations
Leave a Reply