[rejilx]

Please note that this is in reference to my booking y on Air Canada on 11th August 2009. My family was holding 4 tickets for BWI, Baltimore, USA via Toronto, for the morning flight at 8.30 AM. However we were not allowed to board on the ground that we did not possess Canadian Visa. Please note that we possessed USA visa. Finally, at a great expense, we had to rush to the
Canadian Embassy to obtain the visas. We were allowed to board the last flight to Toronto but not before Air Canada took another £200 from us for changing flight plan. My wife and the 2 kids had to spend the night in the cold in the airport without any sleep since we had missed the connecting flight thanks to the senseless staff at Heathrow.

I request you to take up the matter with the relevant Air Canada department and reimburse us the cost of financial loss, mental harassment and agony. Air Canada staff, except for one gentleman, at Heathrow was extremely poor in customer handling and treated us badly. In my opinion, Air Canada, committed fraud by demanding additional £ 200

[mars6423]

this has nothing to do with the airline or heathrow, it has to do with the fact that you didn't have the documents that you needed, its not the airlines or airports responsibility, and if you arrive in a country without a visa than the airline gets fined.

Air Canada charged you the change fee, as you weren't on your scheduled flight, since you didnt have the correct documents

did you think that canada was part of the United States? i dont see why you would need a US visa for a connecting flight, unless you had to change airport

You may not have been given the information when you booked the flight either on the internet or through a travel agent, but it says on many of the airlines websites that you need a visa to travel to certain countries, and if you go to your booking referance it will have a link to see any documents you may need.

Its your responsibility to have the correct documents

[PHXFlyer]

mars...If you read the post the final destination was Baltimore (BWI), MD., USA not Canada. I don't think it was necessary to insult the OP's intelligence alleging he missed his geography lessons in school.

That being said, I'm not sure what the nationalities of the passengers were nor what passports and other visas they held but I'm wondering why if they were only transiting Canada they needed visas. I know that post 9/11/2001 Canada has tightened it's borders and now requires visas for many nationalities that didn't require them before. Without knowing the citizenship of the OP and his family I can't check the rules but it's very possible that they may no longer permit transit without visa in his case.

The lesson here is to check and double check the entry and transit requirements of every country you plan to visit. Even if you have proper documentation you can still be reused entry to a country for any number of reasons. The bottom line is that the airlines check for proper documentation prior to boarding only to protect themselves from being fined. If they plug in your citizenship and what passport(s) you hold and the TIMATIC system, which is maintained by IATA, reports that you need a visa which you do not possess they will not board you.

[The_Judge]

Many countries require visas even if you are just transiting. For example, my ex-wife is Thai and everytime we flew from the U.S. to Thailand, we had to get a transit visa for Japan. Even though we were only there a couple hours and never entered the country (passed Japanese immigration) she needed it. This may be the case with the OP and Canada. Like it was said before, without knowing what passport the OP holds, these are only guesses.

[mars6423]

sorry i read wrong, i thought they were going to toronto going through baltimore

[jimworcs]

It is undoubtedly the OP's fault in this case, and it is a bit much to be blaming Air Canada staff. It sounds like they tried t to assist you, but these are government rules. It may seem stupid to you to have to have a visa to transit, but many countries have this rule. (The US is one of them). There are numerous complaints on this board and others where people have misunderstood the rules and then blamed the airline.

The London/US route is probably one of the busiest international air corridors in the world, and the OP would have been well advised to have changed in NY or taken direct flights to BWI, Dulles via BA or even on the dreaded US Airways. Presumably price was a factor in choosing to travel Air Canada.

I do think the change fee in these circumstances might have been "waived"... but it was relatively modest. I am sure if it was Delta that would have cost the family at least $150 change fee per ticket, plus the difference in price between the ticket price on the day and the advance purchase ticket they bought. For 4 people, I am guessing that little mistake would have cost them thousands.

So, undoubtedly a stressful and uncomfortable day for the OP, and one that cost them a bit of money. But certainly not Air Canada's fault.

[The_Judge]

Originally Posted by jimworcs

I am sure if it was Delta that would have cost the family at least $150 change fee per ticket, plus the difference in price between the ticket price on the day and the advance purchase ticket they bought.

Come on now, Jim. DL screws up enough on their own. They don't need any unwarranted negativity. (Although I think you're dead on.)

[rejilx]

To All the Air Canada Sympathisers,

Air Canada does not state in its website or anywhere that that passengers going to USA via Canada need Canadian visa. This is the first time I encountered such problem during my international travel. I have travelled over 20 countries.
Moreover , USA customs' and immigration clearance were done in Toronto itself. If so, why torture international travellers with such stupid rules? Anyway, there was no logic in what the Air Canada did.
Air Canada staff needs lots of training in customer handling from JAL / Singapore Airlines.

[rejilx]

Originally Posted by mars6423

this has nothing to do with the airline or heathrow, it has to do with the fact that you didn't have the documents that you needed, its not the airlines or airports responsibility, and if you arrive in a country without a visa than the airline gets fined.

Air Canada charged you the change fee, as you weren't on your scheduled flight, since you didnt have the correct documents

did you think that canada was part of the United States? i dont see why you would need a US visa for a connecting flight, unless you had to change airport

You may not have been given the information when you booked the flight either on the internet or through a travel agent, but it says on many of the airlines websites that you need a visa to travel to certain countries, and if you go to your booking referance it will have a link to see any documents you may need.

Its your responsibility to have the correct documents

Well , now I think Canada is part of USA cos US immigration check and customs clearance were done in Toronto!

[PHXFlyer]

Originally Posted by rejilx

To All the Air Canada Sympathisers,

Air Canada does not state in its website or anywhere that that passengers going to USA via Canada need Canadian visa. This is the first time I encountered such problem during my international travel. I have travelled over 20 countries.
Moreover , USA customs' and immigration clearance were done in Toronto itself. If so, why torture international travellers with such stupid rules? Anyway, there was no logic in what the Air Canada did.
Air Canada staff needs lots of training in customer handling from JAL / Singapore Airlines.

It's not up to Air Canada to put that information on their website. They are in the business of selling you a ticket and providing transportation to your destination. They are not a travel agency nor are they immigration officials. It is up to YOU to check all visa requirements for your travel. This is how it has always been.

I know that recently Canada has started requiring citizens of Mexico to obtain visas prior to entering Canada. This is a significant change and I'm sure there were others which went into effect at the same time. You knew your were transiting Canada so you should have contacted the local Consulate or visited their website to find out what documentation might be needed. Some airlines (Continental, Northwest, and even Delta suprisingly) have links to IATA's TIMATIC database which can be used to determine what documents might be needed to either transit or enter any country. Here is a link to that portal from Continental's website.

The bottom line is that you keep blaming the airline for refusing to board you without proper documentation. If they had boarded you and you were refused transit in Canada you would have been flown back to London on the first available flight, at Air Canada'a expense, and Air Canada would have been fined. Obviously you didn't take any time to research your travel documentation requirements and you encountered problems because of it. And now you complain and blame others for your failure. Grow up and take some personal responsibility.

[mars6423]

rejilx i misread what you wrote at the beginning, my comment about canada being part of the US was wrong and my mistake

but its still your responsibility for your documents, the airline helped you out there

and i fly singapore airlines alot and i know the customer service is miles ahead of basically everyone else, but than again alot of the asian/far east carriers are much more customer oriented and friendly compared to airlines in europe and america

I know that singapore airlines, cathay pacific, and asiana are the extremes of customer service (in the positive) they are ahead of the curve and everyone should follow them and improve

and there are airlines that dont really care too much about their customers, for example, delta, american, united, bmi (and bmi baby) ryan air, british airways seems to be getting there, and some others

[rejilx]

Originally Posted by PHXFlyer

It's not up to Air Canada to put that information on their website. They are in the business of selling you a ticket and providing transportation to your destination. They are not a travel agency nor are they immigration officials. It is up to YOU to check all visa requirements for your travel. This is how it has always been.

I know that recently Canada has started requiring citizens of Mexico to obtain visas prior to entering Canada. This is a significant change and I'm sure there were others which went into effect at the same time. You knew your were transiting Canada so you should have contacted the local Consulate or visited their website to find out what documentation might be needed. Some airlines (Continental, Northwest, and even Delta suprisingly) have links to IATA's TIMATIC database which can be used to determine what documents might be needed to either transit or enter any country. Here is a link to that portal from Continental's website.

The bottom line is that you keep blaming the airline for refusing to board you without proper documentation. If they had boarded you and you were refused transit in Canada you would have been flown back to London on the first available flight, at Air Canada'a expense, and Air Canada would have been fined. Obviously you didn't take any time to research your travel documentation requirements and you encountered problems because of it. And now you complain and blame others for your failure. Grow up and take some personal responsibility.

I would love to see u turned away cos u did not have a transit visa!

ANy way, jokes apart, If all the airports in the world start checking passengers for transit visa like the foolish Canadians, what chaos we would see in Airport hubs like London, Amsterdam, Frankfurt!
It is people like U who need to grow and think global. Obviously, Canadians are living in their own world. God help them!
I would not touch Air Canada even with a barge pole!

[mars6423]

i still think your missing the point here

visa (document) has nothing to do with the airline and its not their responsibility it is fully yours, in no way shape or form is it air canada's fault

this could/would have happened with any airline

and its not just canada where this has happened, i have seen it happen to people in some major hubs (yes, including heathrow and frankfurt) where a person didnt have the proper documents

and i do think global, born in the UK and live between Singapore and USA and travel to many different places (like you said you have been over 20countries, i have been to over 50) so it doesnt matter how much you travel or where you travel to, you still have to follow that countries guidelines

[jimworcs]

It seems like you have locked onto Air Canada as being at fault, but don't seem willing to accept your part in this.

I think it would be helpful if Air Canada put information about this on their website, but these changes are dynamic in nature and the rules change frequently. If you think about how many countries there are in the world, that is how many different sets of regulations they would be required to monitor. That is just impossible to keep up with. Canada does not require a visa for all nationalities.. some require it, others have a waiver or special arrangements. These are often related to the numbers of people travelling who enter illegally or claim ayslum, or for political reasons.

Either way, you don't seem able to listen to advice, or take any personal responsibility. By the way you have responded here, I can imagine what you would have been like at Heathrow, so unusually for me, I have some sympathy for those Air Canada staff who were probably trying to explain the rules to you and tell you what to do.... and you were no doubt focussed instead on telling them it was all their fault.

People who don't listen, or can't take advice or personal responsibility tend to be the people who repeat their mistakes.... so I look forward to your future posts raging against all and sundry.

[PHXFlyer]

Originally Posted by rejilx

I would love to see u turned away cos u did not have a transit visa!

ANy way, jokes apart, If all the airports in the world start checking passengers for transit visa like the foolish Canadians, what chaos we would see in Airport hubs like London, Amsterdam, Frankfurt!
It is people like U who need to grow and think global. Obviously, Canadians are living in their own world. God help them!
I would not touch Air Canada even with a barge pole!

OK. I was polite but now the gloves are off!

God help YOU! Ill preface my next statement by letting you know that I've visited six continents and Antarctica was one of them! Think Global? Pish posh!!! Idiots like yourself who take no personal responsibility and get yourselves into messes like you did deserve every inconvenience every government and airline can throw your way. Do all of us a favor and STAY HOME! I'm sure there are some lovely slums in your country that you haven't visited yet.

[The_Judge]

Originally Posted by rejix

Air Canada does not state in its website or anywhere that that passengers going to USA via Canada need Canadian visa

This is taken directly from Aircanada.com........It is your sole responsibility to ensure that you - and any child travelling with you - have all the travel documents necessary to enter in, or transit through, each country on your proposed itinerary. Please ensure you verify the requirements for each country as the required documents for the outbound portion of your travel may differ from those required on the return.

Along with the normal travel documents required to enter Canada, additional documents may be required depending on your country of origin, even if they are used solely to land in Canada and re-board a connecting flight.

For extensive details regarding country-specific visa & health entry requirements, you can visit the Star Alliance Visa & Health search tool in order to determine what you will need for your trip.

Not only do they tell you that YOU are SOLELY responsible but they offer you a website to check to see if you have the right documents. Quit blaming the wrong party and look in the mirror.

http://www.aircanada.com/en/travelin...traveldoc.html

[rejilx]

Originally Posted by PHXFlyer

OK. I was polite but now the gloves are off!

God help YOU! Ill preface my next statement by letting you know that I've visited six continents and Antarctica was one of them! Think Global? Pish posh!!! Idiots like yourself who take no personal responsibility and get yourselves into messes like you did deserve every inconvenience every government and airline can throw your way. Do all of us a favor and STAY HOME! I'm sure there are some lovely slums in your country that you haven't visited yet.

Whoever you are , ur words are from the slums, where ever that is. Get lost! Antarctica , my foot! teach yr airlines some manners and customer handling skills before u write! Idiot!

[rejilx]

Originally Posted by The_Judge

This is taken directly from Aircanada.com........It is your sole responsibility to ensure that you - and any child travelling with you - have all the travel documents necessary to enter in, or transit through, each country on your proposed itinerary. Please ensure you verify the requirements for each country as the required documents for the outbound portion of your travel may differ from those required on the return.

Along with the normal travel documents required to enter Canada, additional documents may be required depending on your country of origin, even if they are used solely to land in Canada and re-board a connecting flight.

For extensive details regarding country-specific visa & health entry requirements, you can visit the Star Alliance Visa & Health search tool in order to determine what you will need for your trip.

Not only do they tell you that YOU are SOLELY responsible but they offer you a website to check to see if you have the right documents. Quit blaming the wrong party and look in the mirror.

http://www.aircanada.com/en/travelin...traveldoc.html

U are right about about what is mentioned. In fact, I wrote to Air Canada before my departure. The customer agent had no clue!
Major airports in the world like Singapore, Bangkok, Heathrow, Frankfurt, Amsterdam, Taiwan, Vienna etc do not need transit visas . This is based on my travel experience!

[mars6423]

it doesnt matter if you wrote to air canada or not before, they are not in charge of visas, that is YOUR responsibility, not the airlines

take some responsibility and admit that you are the one that is out of line, not the airline (air canada) if your not gonna take any responsibility than your in trouble

i know this isnt a formal site, but at least try to complete words, and if you are so "global" than you would know what a slum is and know where they maybe.

Also i wouldn't call PHXFlyer and idiot or anyone else an idiot if you dont know them, thats just rude, when they are trying to show you the correct way in the situation, he was, as well as others, were trying to show you that it has nothing to do with the airlines, its on the passengers side to get their own documents, and that Air Canada HELPED you, since you would have been sent back to heathrow if you were allowed on the plane.

so please understand that it is your responsibility to have your own documents, not the airport or airline

[jimworcs]

This guy is just stupid. He is not going to get it. I would give up. He even pesisted when given the direct link in the Air Canada website, advising him what to do. NEXT!

[PHXFlyer]

Originally Posted by rejilx

Whoever you are , ur words are from the slums, where ever that is. Get lost! Antarctica , my foot! teach yr airlines some manners and customer handling skills before u write! Idiot!

Try transiting Turkey with some heroine stashed in your carryon. You'll get what you deserve! Air Canada was probably correct to keep you from transiting so you did not make it to the United States. You are probably a terrorist. As I said before...STAY IN AFGHANISTAN!

[rejilx]

Originally Posted by PHXFlyer

Try transiting Turkey with some heroine stashed in your carryon. You'll get what you deserve! Air Canada was probably correct to keep you from transiting so you did not make it to the United States. You are probably a terrorist. As I said before...STAY IN AFGHANISTAN!

You must me talking from yr experience. After all, USA is the largest consumer of heroin. U must be one of couriers!

There are some members here in this site who think they are holier than the pope!

[Gromit801]

This guy is a perfect example of the "entitlement generation" that was probably given ribbons just for showing up at the sporting event so his self esteem wouldn't be hurt.

Life's a biotch, isn't it?

[mars6423]

rejilx, dont you think its a little odd that NO-ONE agrees with you? maybe it shows that YOU ARE WRONG

and just because people dont agree with you it doesnt make them an airline employee or anything, it just means you dont get your way which is wrong, and your crying about it!

and where did you get your info about heroin? just curious, so you can back it up

oh and its sometimes difficult to understand what your saying...U must be one of couriers! me dun no wah u tlkn bout, you say alot of things that your incorrect about and have nothing to show that your right, you have seen the required documents, and you still wont accept its your fault, please stop crying and saying people think they are holier than the pope when YOU can find the info in 2mins on the airlines website, or the customs website

no one thinks they are holier than the pope, you just think that because no one agrees with you since your wrong and its easily proven

[azstar]

Everyone needs to knock it off. This forum is to post complaints, not to attack the posters and defenders personally!! Let's get civil here, please.