[jeneil]

When we arrived at Bradley Airport in Hartford the Air Canada representative immediately warned us that our connection in Montreal was in jeopardy due to mechanical problems. He told us that hew would know for certain in 30-45 minutes and for us to return to the counter at that time. When we returned he was not there, in fact no one was there. We went to the gate and waited at least 30 minutes for him to appear. When he did he told us the repair was being done and we would depart in 45 minutes or so. At that time we knew we would most likely not make our connection so I asked him what our options were. He relayed to me that it was too late to redirect us. This was and remains totally unacceptable.

What should have occurred in Hartford, and would have occurred on other airlines, was that the AC representative should have been prepared when we arrived to offer us alternatives which could have included a flight to New York or Philadelphia to connect to a Paris flight that evening, The planes that fly from Hartford and Providence to Toronto and Montreal are small with a capacity of only 20 or less. He had access to our itinerary and should have been totally prepared when we arrived.

As it turns out, the Hartford Air Canada representative’s ineptitude paled in comparison to the rude Air Canada staff at the ticket counter in Montreal. Their attitude is an embarrassment to Air Canada. They offered nothing beyond the bare minimum. And the bare minimum was not nearly enough. We we booked at the Hilton Garden Inn and given vouchers for only two meals, not the three we needed. Further, the dinner voucher was for only $15.00! The menu at the hotel had appetizers for $15.00 and the average dinner was $25.00-$30.00 plus drinks and desert. To further add fuel to the fire the breakfast voucher was only $7.00! The breakfast buffet was $14.75. I find it impossible to believe that Air Canada does not know this. This too, is totally unacceptable.

When we arrived at the airport the following day we tried to have Air Canada personnel get us on to an Air France flight that would have gotten us to paris two and one-half hours earlier, not great, but better. We were told it could not be justified! And I thought I had heard it all, but in all my years to traveling, that was quite something.

This trip was a bit of a trip of a lifetime. We were visiting one daughter in the midst of a semester abroad and another on a school trip of 10 days. The loss of a day that we should have been spending with children was big, very big. It caused issues and inconvenience and expense with lost hotel accommodations and the loss of a reserved rental car.

Now, we have both travelled enough to know that things do happen and connections are occasionally missed, however, when the missed connection is totally the fault of the airline (and not the weather or the airport) it is imperative that the airline take care of those passengers that have been inconvenienced. Air Canada did nothing. Air Canada offered nothing to ease the pain and the inconvenience caused by its own problem.

Further, to make matters worse, the system for contacting Customer Relations is impossible. As you know there is no way for a customer to reach you immediately, when it is needed most. That is extremely customer unfriendly and very frustrating. I have been a passenger on Air Canada flights before over the years and had always held the airline in high esteem, that has changed unfortunately.

I wrote to them 6 weeks ago, and still have heard nothing.

Avoid this airline.

[Butch Cassidy Slept Here]

Unlike the US Dept. of Transportation, Transport Canada’s Canadian Transport Agency (“TC”) DOES offer a limited consumer advocacy. There are several exceptions to what TC can do on behalf of the passenger. Those exceptions, and a “complaint page,” can be found on TC’s website at:

http://forms.cta-otc.gc.ca/AirCompla...orm_e.cfm?Info

As you will note, TC clearly indicates contact must FIRST be made with the airline. You said you contacted Air Canada about six weeks ago. Before contacting TC, you should be able to prove you did make contact with Air Canada. To do this you will need to send a duplicate of the letter you sent six weeks ago by registered international mail, with a return receipt. Air Canada’s Customer Relations Dept. is based in Calgary. Their mailing address appears on the TC site identified below:

http://www.cta-otc.gc.ca/cta-otc2000...service_e.html

The US Postal Service offers return receipt service on international mail, when it is sent registered. Certified mail service is available only to addresses within the USA. When you get the signed return receipt back, wait 45 days, then, if Air Canada has not even sent you an acknowledgement, contact TC through the first link shown above.

The only section of Air Canada’s Contract of Carriage, which appears to apply to your situation, is as follows:

5. Voluntary changes to your itinerary may require the payment of additional fees and fare upgrades. If you are travelling on a Non-Refundable ticket, Air Canada will be unable to make exceptions in the event of an unexpected trip cancellation or medical emergency. We recommend the purchase of travel insurance.

Based on your comments, it sounds like the “change” to your itinerary was, clearly, NOT “voluntary.” The “…unexpected trip cancellation…” appears to refer, not to cancellations by Air Canada, but a cancellation YOU would make in the event of a personal emergency (medical, or otherwise.) Air Canada might try to put you off by citing this section.

If Air Canada authorized you to stay at that Hilton Garden Inn, rather than a less expensive hotel, then it would seem their vouchers should have been high enough in value to cover, at least, a dinner entrée (excluding appetizer and desert.) As to breakfast—if Air Canada didn’t want to provide enough money to cover breakfast at your hotel, then they should have given you a voucher to cover a full breakfast at the airport (which, possibly, could be as expensive as breakfast at the hotel!)

For future reference, if you are traveling to any member nation of the European Union; your arrival was delayed to the extent you described (sounds like, about, 24 hours); AND, your trip, from the USA, to the EU country was on an airline, registered in the EU, THEN, under EU passenger rights legislation, you should be entitled to monetary compensation, from the airline. Since this compensation is, by EU regulation, a fixed amount, you may be left with some out-of-pocket losses. Air France, of course, is subject to this EU regulation.

Good luck!

[jeneil]

Thank you. I did not send the letter registered, however, I did contact them through the website to alert them it was on the way, perhaps i should send a copy registered?

Your post was very helpful. I will contact TC as well.