Air Canada review: Customer service

Henry & Sheila Zubajlo
10200 Kelly Rd.
Walkersville, MD [protected]
August 31, 2023
Air Canada
PO Box 64239, RPO Thorncliffe
Quebec, Calgary T2K6J7
Canada
Ref: Booking Confirmation 430KPB
Ticket # [protected]/[protected]
Aeroplane # [protected]

Reservations made for Air Canada flight from (Logan airport Boston - BOS) to Deer Lake YDF Newfoundland for August 9th. Returning from YDF to Baltimore Washington (BWI) on August 25th 2023. Booking was made for business class complete to the end.

After reservations were made a change of aircraft was made by Air Canada. On the return flight from Toronto to BWI our seats were changed to economy. Numerous attempts were made to correct that error and return us to business class seating to include talking with air Canada agents. When we boarded the plane in Toronto there were many business class empty and available. Why we were unable to get two of these seats is beyond comprehension.

Our trip to Newfoundland on the 9th of August was outstanding in every way. Due to a late departure from Boston to Toronto we were about to miss our flight to Deer Lake. The two agents providing wheelchair service did not hesitate to get us to our departure gate which was a very long distance via required checkpoints on time for us to board the plane. We thanked them and offered a tip which they did not take.

Our return trip from Deer Lake to Toronto was great, from Toronto to Baltimore Washington (BWI) unfortunately was in plain words a disaster. We were still unable to get business class seating from Toronto to BWI. When we arrived at the Toronto airport there was no wheelchairs. Had to ask for assistance. Wheelchair service was the worst. Almost missed our flight and ended up walking a good ways due to no chair available. I have neuropathy and walking any distance can be painful. After constant delays finally reached the gate and boarded the plane. There were approximately seven seats available in business class.

After a lengthy wait at the BWI luggage carousel, realized - No luggage. Made out a report with an agent and went home. Got our luggage delivered the next evening.

Suggest some of your employees need additional training in customer relations. Also would like to know why we were unable to get business class seating as originally requested.

Sincerely,

Henry & Sheila Zubajlo

[protected]@icloud.com