Update to Air Canada Fiasco

So - After sending the letter carefully written with Terms and Conditions quotes and all in the body on September 17th, 2009 outlined in the original post Air Canada Vacations Fiasco- I recieved this reply in return from Air Canada Vacations on the same day from Vivianne Angers:

Ms. ******,
You have reached Air Canada Vacations. This confirms that we have received your correspondence.

Air Canada Vacations’ commitment is to respond to all customers’ concerns within a timely manner following receipt of a letter. Your file will be assigned to a designated representative at Customer Relations. Our current processing time may take up to 8 weeks. You will receive a written response once their investigation is completed. It is not necessary to contact us again. We will do our utmost to respond at the earliest.

We thank you for your understanding while waiting for a subsequent response.

We thought - ok - they are going to look into it....lets be patient and wait and see what is done in response to our concerns.

The NEXT day (September 18th) we get a letter back from Vivianne saying the following:

Mrs. ******,
We have reviewed your correspondence. We can certainly appreciate the inconveniences you may have experienced with respect to the overbooking of flight AC1820 leaving Montreal en route to Varadero on November 22nd, 2008. Allow us to explain that as a tour operator, flight operations (delays, cancellations, rerouting, overbookings, etc.) remain beyond Air Canada Vacations’ jurisdiction. We are unable to provide you with any explanation and/or information regarding that situation as we do not have access to Air Canada’s records. We have therefore forwarded your letter to Air Canada’s Customer Relations for their response. A representative from their service will respond to you directly.

Should you wish to contact Air Canada directly, their email address is: www.aircanada.com/customerrelations.

Thank you, Mrs. ******, for taking the time to write. We hope that your next travel experience will be pleasant and carefree.

Relations Clients - Customer Relations

They obviously didn't even take the time to read the whole letter which went on to explain that our problem was not with service interruption of flights....but all of the problems that we had afterwards! We even quoted their terms and conditions line where they say they will do whatever they can to make a situation right even if it is not their fault.....and that they are responsible for transportation directly to the resort!!!

So I wrote back that same day:

Mrs. Angers,



Overbookings may very well be beyond your control as a tour operator; however, our problem lies in the blatant, continued disregard for the level of service required thereafter and our over all well being.

I quoted several of Air Canada Vacations terms and conditions stating Air Canada Vacations will take measures to correct the issue even if it in their error, and in your response you are saying the exact opposite.

I hope to hear back from you soon with a response that is relevant to the several complaints and concerns that I had NOT with Air Canada flights – but with Air Canada Vacations and its customer service, or lack thereof.

Only to get back SEVERAL days later (September 24th) a carbon copy reply of the first response:

Madam,
We regret to read that our response was unsatisfactory. As per the procedures, we have reopened your clients' file for further review.
Your file will be assigned to a designated representative at Customer Relations. Our current processing time may take up to 8 weeks. You will receive a written response once their investigation is completed. It is not necessary to contact us again. We will do our utmost to respond at the earliest.

We thank you for your understanding while waiting for a subsequent response.

What is going on over there!!!!! First they say they are going to investigate, then they pass blame, then they reply back with the same response that they are going to investigate...again!

Maybe I am being harsh, but I sincerely feel as though this is simply not good enough for a national travel agency and I feel as though I am going to take it a step further.

Wish me luck - comments and story sharing are welcome - my goal is to prevent more people from having to pay good money to be neglected and treated like garbage.

A rekindling of faith in good customer service!

So - I feel like a switch from the Air Canada story - and I wanted to write about the great service that our group got today at Jungle Jims on Topsail Road.

I have been finding lately that good customer service is EXCEPTIONALLY hard to come by these days - as most people will find from following the Blog ishopandtell or tweeting on ShopandTellNL..

So you can imagine my stress with the anticipation of similar events happening to our carefully planned going away lunch for a long employed co-worker.

Due to an extra heavy workload - we had to be sure that we could get out to celebrate during the scheduled lunch hour and we have 11 people going with 10 different orders and alterations to order.

Firstly, we faxed off the menu before hand after looking at their online menu options. Secondly, we made them aware that we were showing up at noon and needed for our food to be ready when we got there. Lastly, we are all paying separately so the bills needed to be kept track of.

There was lots of potential to go wrong. I cannot remember the last time I faxed a menu and got my order back correct. The timing on their part had to be spot on to assure that all of our meals, of different mediums and sizes, were ready at noon and none of them cold. Lastly, to keep all of our orders straight as we adjusted them with drinks, coffees, refills, desserts, sides, etc.

Not A Problem.

Upon receiving the fax I barely had time to get back to my desk from the fax machine when my cell was ringing from Shawn - and his only questions were ones of detail that were my own mistake for leaving out of the order information. His phone manner was very pleasant, upbeat, cheerful and quirky and it made me feel less stressed about the whole thing and I started to consider this may be a good choice.

Not only were all of our orders correct with changes - but Shawn (Sean, Shaun) somehow figured out who had ordered what by the process of elimination and our food was out in front of us in no time flat without incident. Not to mention that as each member of our party showed up they were met with their drink order....also correct.

His demeanor was cool and collected (which surprised me since I made a point of saying how time sensitive and important the lunch was)he was the same cheerful, humorous, complimentary self that I had heard on the phone and this attitude kept up the entire meal and throughout billing.

Our drinks were always refilled, our table promptly cleaned, and we were checked upon just the right amount of time. Everyone was having fun and continuously commenting on how professional and efficient our server was.

Time for the dessert orders. There were split orders, split plates, side plates, extra whip cream, no whip cream....the list goes on. And again - everything provided at the right temperature, the right speed, the same smile and the great service.

All of our tabs were kept straight. He remembered the names of the Credit Card payers and thanked them each by name. He was funny about Interact and tactful about cash.

Above and Beyond is how I would describe it.

All 11 people left full, cheerful, and completely appreciative of the great experience we had.

And to top it all off......HE called ME on my work line to thank me for making his day with the positivity and comments that he received from all of us and to welcome us back again.


So - I guess the moral of the story is that a little bit of professionalism, good service and positivity can go a long long long way in the service industry. In the end it brightened 12 peoples day and we will be saying nice things for weeks to come. It is a lesson to be learned for all businesses. Especially those that allow for low standards of service.

Word of mouth is a powerful thing.

Good or Bad.

Air Canada Vacations Fiasco

Hello Ladies and Gents,

After trying relentless to get some satisfaction from Air Canada Vacations for their behavior - I wrote a "One-Last-Attempt" formal letter and sent it to all relevant parties.

Because I am still getting no reponse or claim of responsibility I have decided to share my experience with the Web World so as to, in some small way, prevent this from happening again.

It goes as follows:

As I begin planning another trip to Cuba for my boyfriend and I, going out of my way to ensure none of our travel plans this time involve Air Canada, I figured now was as good a time as any to inform you of how detrimental our last Air Canada customer service experience was. Please note that the following story is my own. The italicized portion of the following is copied directly from the terms and conditions stated on the Air Canada Vacations Web site (http://www.aircanadavacations.com/en/contact_us/terms_and_conditions).

This time last year, I booked an all-inclusive Air Canada Vacation to Breezes Bella Costa in Varadero, Cuba through Sell Off Vacations. It was a gift for my boyfriend and our first time making such a trip. Instead of being able to relax and enjoy it, it quickly turned into a nightmare.

We had a connecting flight in Montreal, and upon arriving (on time) to the Montreal airport, we immediately realized that the one and only flight going to Varadero had taken off early, leaving without us. We later found out from an Air Canada Vacations representative in Toronto that this was due to the flight having been overbooked. Upon finding out that the flight had taken off without us, we found our way to the Air Canada Vacations representative in the Montreal airport to find a solution. We were bluntly told that there was nothing they could do for us. Not getting any satisfaction there, we next went to the ticket counter to try to correct the problem and save our vacation. First, we were told that the flight could not be rebooked for another full week. Then, thankfully, we ran into a travel agent (who was also left behind by the same flight) who informed us that we could fly into Cuba that weekend, but only if we flew into Havana and not Varadero. The Air Canada ticket agent said that could be arranged, and that it would be a next day flight. We immediately informed the aforementioned Air Canada Vacations representative of our new plans to successfully fly to Cuba the next day and were unbelievably met with the same, unhelpful, and quite frankly rude reception we had received mere minutes earlier. The unbelievable part had to have been the fact that after we had finally found our own way from a city we had never before been in to a country we had never before been in, we were basically told “that’s great, good luck when you get there.”

Reporting of Incidents
Regardless of Air Canada Vacations liability, any incidents including injuries, service cancellation or problem, or dissatisfaction must be reported to an Air Canada Vacations’ destination representative or Customer Care during the event to allow Air Canada Vacations an opportunity to provide assistance in rectifying the situation.

Since Air Canada Vacations offered us no place to stay besides the Montreal airport (an actual suggestion), we cabbed (costing us $44.00), bussed (another $88.74), and then stood in the freezing cold to stay at a relative’s house in Ottawa. We had earlier arranged to get our connecting flight to Toronto from Ottawa.
In all three airports, I went to the Air Canada Vacations service desks and asked for help in figuring out how we were going to get from Havana to Varadero. One representative told me that it was only 15 minutes away and we could get a bus. Another said that there would be an Air Canada representative waiting for us in Havana, but didn’t know the number to call to let them know that we were coming. Yet another said that it was so close we could walk and then when I asked them to call to let them know that we were arriving a day late, she gave ME the number to Cuba to call on my cell phone. To top it all off, the number turned out to be incorrect!

The travel agent who was stuck in the same situation as us informed us that we needed to talk to someone about our late arrival, in case the hotel gave our room away. We spoke to Air Canada representatives in person and on the phone (hours on the phone) over the course of two days. Yet, when we finally arrived in Havana, Cuba, the travel representative for Air Canada had no idea we were coming, had made no travel arrangements for us to get to our hotel, and in the end just flagged us an unmarked van which he claimed to be a cab and sent us on our way. At a cost of 120 Convertible Pesos (approximately $210 Canadian!), and several hours later, we arrived by “cab” at our hotel only to find out that no one had called to let them know we had been delayed and they charged us for the previous night anyway. After all that had happened, we were at least lucky to still have a room waiting for us.

Prices DO Include
Selected combination of flights, accommodation, airport-hotel transfers at destination and/or car rental, and any other inclusions as specified for product selected as confirmed at time of booking.

So, without any reimbursement, we lost a full day and night in Cuba (including orientation). We had to find our own transportation to our resort, which was also supposed to be included in the vacation package. We had to find our own accommodations in Montreal / Ottawa due to the plane taking off early without us. Our safety was in jeopardy because Air Canada Vacations, after having flown us into Havana and not our original destination of Varadero, left us to our own devices to get to where we needed to go without us knowing a word of Spanish.

It is simply not acceptable.

And now, trying to plan another getaway has the added stress of our last experience and of the complete disregard shown by Air Canada Vacations for its customers and its customers’ safety. I feel as though this mistake is very serious and I would like to think it can somehow be corrected. It should also never happen to anyone else ever again. For more information, I can be reached by phone at *** *** **** or by email at *********@hotmail.com. I do hope to hear from you soon.

Sincerely,

Mental Apple

Please consider this circumstance while booking with Air Canada Vacations as they are adamant that none of what happened had anything to do with them and are sticking by the fact that their service was of exceptional value!

Thanks for reading.