Air Canada – Page 24

Hello,

Yesterday, my husband ans I were travelling on a direct flight from Los Angeles to Montreal (flight 798), when we were told by the pilot that for technical difficulties we had to make an unscheduled landing in Toronto and that this is a precaution. We were told soon after that we were likely going to deplane and take another plane to Montreal at gate D34. Up to now all is well. Soon after, we get another announcement that immigration will not allow us to deplane until the plane is cleared so we sit on the tarmak for about 45 minutes. During this time we are getting messages from the Air Canada app, that the reason for this landing in Toronto is due to availability of cabin personnel. The conflicting information begins and this irritates passengers.

Meanwhile, we are hungry as we were hoping to eat something when landing in Montreal. We live about an hour and 15 minutes away from the Airport and we had driven our car to a friends in St-Clet who was supposed to pick us up and drive us to her house where we would pick up our car and drive the other 50 minutes home. Because we didn't know what time we would get in and that this person works in the morning, we told her to leave the keys in the car and that we would Uber to our car.

Before deplaning, we are told that we will be escorted through immigration to gate D34 to take a new flight to Montreal. Once we got off the plane we got a panoply of conflicting information. First we were told we would be escorted through immigration but that we would actually go through customs in Montreal, then we were told we needed to fill the customs document but that we would be escorted, when we asked if we needed to pick up our luggage my husband was answered yes, while was answered no. You could imagine how the conflicting information between a tired hungry couple can soon escalate the level of irritability.

Finally, customs agents just told us to go downstairs and follow the connection signs... lovely. We get to customs, we are still wondering wether we should have our luggage with us or not and Air Canada employees continue to give us and other passengers conflicting information. We choose to forget about our luggage and try and make the 10pm flight, which we received a text about.

It took us a little longer to get through customs as our document was not ready or completed, the level of stress (and the hunger) was not helping matters. When we finally got through customs we still didn't know where to go. When asking Air Canada employees they were not sure either and they would send us further down a hallway. We finally get to the end of a hallway where an Air Canada gentlemen is standing there and tells us to wait in line. We ask whether we should have had our luggage he says no...ok great. We ask him what happens next he says to wait in line. So we wait, and wait, and wait. Meanwhile we are getting information by the app that we are booked on the 10pm flight, but we are told by an Air Canada agent that we need to have our boarding passes re-printed. So we wait, and wait and wait in line. During this time I ask the agent whether there will be food on board, as we are very hungry and it lloks like we will not have time to grab food. She responds that we will likely have time to buy something before we board or Air Canada may have things for purchase on board but there is no guaranty. Lovely! Once we get to 1 person ahead of us, the agent informs us that if we have duty free we will not be able to get through security (which by the way we were told we would not have to go through security again if we followed the instructions provided). So the agent tells us to go upstairs to the 3rd floor, to check in our duty free, free of charge. Really? Why could we have been told this before? This is certainly not the first Air Canada flight that is rerouted. So we rush off to the third floor. Once we get there we realize the information that was provided to us (go to the third floor) is quite incomplete. The third floor is quite big. We see an Air Canada counter, we speak to the agent. She says we are not in the right place, she directs us to another counter. When we get to the other counter, there is only 20 minutes left to our flight, we still have no boarding pass and we have not gone through security.

When we get to the counter, the agent asked why we are there? Who told us to go there to get our boarding pass? There will be np time for you to check your duty free. I very irritably answered that I was sent there, was told that my duty free would be checked so we could make it through security. The agent makes a few calls. They print our boarding passes, we put our duty free in our carry-on suitcase and check it to Montreal. We run to security with 10 minutes to spare. There is no time or place to get something to eat.

We get on the plane. We wait, we wait we wait for others to board. Finally it turns out some passengers do not board and now you need to remove their luggage. So we wait, we wait we wait. Around 10:45 pm we take off. We are more than hungry at this point, I have a mega headache, and we are both very irritable. When we finally get service on the plane (which is late because we are in row 28) all we get is pretzels, that's all they have. Really?

Finally we land in Montreal, what else could go wrong? Well, the suitcase that we had to check in with our duty free (2 bottles of scotch), did not make the trip. Funny, how you can delay a plane to get luggage off, but can't get it to follow the passengers. This means we waited longer to make sure our luggage really didn't make it, it means we are hungrier than hungry. We file a lost baggage with the Air Canada Agent, he tells us our bag is still in Toronto. Frustrating! It is now past midnight, there is no food to be found in the Airport. We order an Uber to take us to St-Clet. The cost $83.78, which I expect you will pay. We then drive home. By the time we got home it was 2:20 am. This morning, I got a call, my bag should be delivered today between 3pm and 6pm.

I am trying to give you a play by play so you can appreciate the frustration. I fail to understand how a rerouting (which is something that likely occurs often) is not better orchestrated. Why don't you have standard procedures for these instances? Why are your agents not aware of crucial pieces of information (pick up luggage or not, security or not)? Why can't you anticipate that some passengers are likely going to have duty free, are going to be hungry, are tired?

As an FYI, I've travelled all over the world and unfortunately, not withstanding Air China, my wort experiences have been with Air Canada.

Dear Air Canada, my wife, Maria Ferrari, and myself, Cosimo Garofalo, we had the tickets (PNA5NM and PMR7BR, respectively) for the AC710 of 2019.10.18, which have been cancelled (reasons: "airport limitations"). My wife's flight re-scheduled for 16.45 of 18th (>4 hrs delay) and mine for 12.55 of 19th (>24 hrs delay) . Both flights were unacceptable to us, because I, firstly, planned a job meeting in LGA airport and, secondly, at 20.25 of the 18th, we had an Alitalia flight (from JFK) to come back to Italy. We lined at your Customer Service of Pearson Airport and we did not receive alternative solutions. We lost our JFK flight and we had to buy new tickets (departure the same 18th) from Toronto to Italy. You informed my wife of a refunding of 7.35 CAD (and nothing for myself). We cannot accept this. I kindly ask you to refund us at least for the cost of the additional tickets: 1402.00 Euro.
Many thanks; kind regards,
Cosimo Garofalo (e-mail: [protected]@gmail.com; phone: +[protected])

I took a flight from Montreal to Tokyo. I ordered a vegetarian meal and was shocked as some of the food was frozen. When I inquired with the agent on board she advised me that she could do nothing and to let it defrost. I have a flight back on the 25th anticipating the same. As their social media relation team was no help, I plan to take this matter higher. After this flight, no more flying with Air Canada.

I watched on the news that Air Canada is refusing to call customers ladies and gentleman, lest they offend the 0.03% of the world that is transgender. It is an appalling policy, and discriminates against 99% of the world population. Also, it is unscientific to the core to claim people can be non - binary or gender fluid. I am sickened to learn this

- October 12 2019
- Customer Service Rep : Houssyn, Client id: HH
- Wife is flying to Brazil and has serious anxiety with flying, seats were booked to be with people we know and she is comfortable with (Seats: 13A, 13C, 12C). When my wife checked into her flight only her seat had changed to 13E. I called Customer support to clarify why this happened, and how this will be resolved. I was trying to explain why we booked the seats and he then proceeded to get short with me and his tone changed to not wanting to deal with this issue. I continued pushing which he then actually looked up the seating with the flight and proceeded to say there was only one seat and there is nothing he could do. I explained how this is unacceptable treatment considering each ticket is over $2000.00 CAD. As i'm telling him this he began to get increasingly aggressive and shut me down as i'm in the middle of speaking. This is absolutely terrible customer service, and when I call with a situation that is not our fault the last thing I expected was a rude and aggressive Employee.

Flew from Toronto to Copenhagen on Oct. 4, 2019. The flight takes 8 hours and I was looking forward to the promised meal. As I was sitting near the back of the plane, my row was one of the last to be served and there were no further meal selections other than pasta. When I removed the foil from the main dish I was disappointed to see a dish of pasta covered with a greasy looking tomato and cheese sauce. There was no taste to it. Served in a side dish was a small amount of couscous or bulgar with a few specks of parsley in it. It was very dry and again, tasteless. A stale bun was served with it along with a pat of very hard butter. Being rather hungry, I wolfed down the accompanied cookie which served as supper for me. When the staff were picking up the trays, I couldn't help but notice the number of trays where the food had barely been touched. This has to be one of the worst meals I have ever been served on an airline and I have flown a lot over the years. It was terrible to see all the food wasted but I wasn't alone in the my opinion of the food. Surely Air Canada can do better! I look forward to your response.

I left Toronto on Sept. 27/19 on AC31 to Hong Kong via Beijing. When I arrived at the
Beiing Airport for my connecting flight on CA117 to Hong Kong, I was informed by ground agent that flight CA117 was cancelled. The ground agent booked me on
CA101 the next day Sept. 29 to Hong Kong and assured me that my checked luggage will be with me on the same flight CA 101 to Hong Kong the next day. As a result, I was required to spend the night in Beijing. But, my checked luggage was not in Hong Kong when I arrived on Sept 29 at 11:30(33 hours later). I reported the missing luggage immediately to the ground agent at the Hong Kong Airport. After numerous calls (3 to 4 calls per day) to find out the status of my loss luggage, I finally received my delayed luggage on Oct 2/19 ( 6 days after leaving Toronto).

The above situation had given me great stress and inconvenience on this trip as I needed to buy the essential items until the arrival of my loss luggage
(6 days later). Please reimburse the out of pocket expenses of HK$932.50 to buy the necessary change of cloths and other personal items until my luggage was located and delivered to me. Also, the airline should compensate the inconvenience of delayed and cancelled flight resulting in an extra (14.5 )hours added to my journey.

David Luk
[protected]@sympatico.ca
Tag #AC239724
Incident report #HKGCA26032
Aeroplan#[protected]
Booking reference MUI8LA
ticket number [protected]

Re: Aeroplan [protected]

To Whom It May Concern:

I have been flying Air Canada as an Aeroplan member since 1988, and have been either Super Elite or Elite 75k for much of the past decade. I am also a million mile member. As a cardiologist and McMaster University professor, I have volunteered medical assistance for countless Air Canada passengers over the years, including just last week on September 24 on AC 171 from Toronto to Edmonton. I now write to you to express my dissatisfaction with a recent Air Canada experience.

I took AC 667 on October 1, 2019 from St. John's to Toronto. The flight was delayed by more than one hour due to a mechanical issue. On arrival in Toronto, due to weather issues, we sat on the tarmac for more than another hour waiting for an open gate. I had a separately ticketed flight (business class) that same day from Toronto to Madrid, Spain (AC 836), which was due to depart at 610 pm. I made it to the gate at 604 pm and was denied boarding as the plane doors had closed. The gate agent was rude and condescending, and refused to identify herself to me. I asked to speak with a premium concierge. She spoke directly with a concierge and told me I would have to wait 40 minutes to meet with the concierge. During this time, the plane was still at the gate. I had no checked luggage, and was still denied boarding.

I then went to the Signature Lounge, where I was told a premium concierge would meet me in 30 minutes to rebook me on a later flight to Madrid. I was unable to get through to anyone on the Elite 75K phone line. I waited in the lounge for 75 minutes before the concierge showed up. He told me that he could not rebook me, but would accompany me to stand in line at customer service. As you can imagine, there was a long line at customer service, which he was not able to bypass. Had I known the concierge would be effectively useless, I would have gone to customer service 75 minutes earlier. As a result, by the time I was able to speak with customer service, there was no flight option for me until the following day. I was due to give a lecture at a conference in Madrid on October 2nd, which I obviously missed.

Having status over 30 years at Air Canada must come with some level of respect in how customers are treated. A million mile member, Elite 75K, seated in business class, should not be denied boarding simply because the ‘flight had closed'. Further, the concierge should have been much more effective.

I have volunteered medical services many, many times on Air Canada flights (check your records). The small price discounts offered on subsequent tickets in no way compensates me for my time, disruption to my travel companions, or risk. Yet I do this partly out of loyalty to Air Canada.

I have had many negative experiences over the years with your airline, but have not complained. With the impending launch of a new loyalty program, the details of which are unclear, and the utter lack of respect and loyalty shown by Air Canada towards me, it seems to be the right time to change loyalties. Hopefully Westjet will soon become a full Delta partner, affording me expanded flight routes and a much superior loyalty program.

Yours sincerely,

Milan Gupta, MD, FRCPC, FCCS

Flight number 1917 departing from Lisbon, Portugal to Toronto on Sept 29, 2019 sat on the tarmac for close to 5 hours. Boarding began at 11:50 am for a 12:50 departure. The flight was OVERSOLD, which I understand to be a regular practice however the removal of bags off the plane took an inordinate amount of time. Over 4 hours. We did not leave Portugal until 5:10 pm.
To make matters worse, the wifi which allows for 'entertainment' was not working throughout the entire trip AND I was charged for wine. Really?

When travelling in the past I have never hesitated in booking with Air Canada - after our last trip - I am afraid that that may no longer be true.

Under the Right to Compensation as outlined in Article 7 of the Regulation(EC)261/2004, I am requesting compensation of 600Euros.

Mohna Scrivens
6 Maberley Cres.
Toronto, ON M1C 3K8

On August 30, 2018 my partner, Scott Lee and I arrived from Toronto in Frankfurt via flight AC872. The plane arrived on time at 6:30am. We were directed to pass security, so did hundred of other passengers from various other planes, and Immigration. An escalator was not working and we had to walk a long distance to another passport control area. Due to a large amount of travelers, we missed our connecting flight LH4 to Hamburg. We approached the Lufthansa booth to explain our situation and were re-directed to Air Canada. The ground staff at the Air Canada ticket booth told us, because we paid our flight partially through Aeroplan, there is nothing she could do and if we book a connecting flight, our return ticket would be nil and void. No solution was offered. We were told to contact Aeroplan in Canada, but the office was closed between midnight and 7am. It was 8am in Germany and we had to wait 5 hours for the office to be opened. Aeroplan told us that Air Canada should have accommodated us with a connecting flight when we originally approached them at 8am. The Aeroplan staff spoke with Air Canada and provided us with tickets to Hamburg for 4pm, as well as informed us that our return tickets are valid and the Air Canada staff should have known this . My partner and I spent over 8 hours at the Frankfurt Airport and lost a full vacation day.
The Canada Air ground staff did not offer a solution, was rude and not accommodating at all, told us false information about our return flight being cancelled and caused extreme anxiety to me and my partner.
I am looking forward to a response from you and how I can be compensated for this extreme inconvenience.
Lisa Peel
[protected] or
[protected]@live.ca

My 13 yr old son, Schneur Mangel was scheduled to fly on flight AC8170 August 27th
From Montreal Trudeau airport to Pittsburgh international airport leaving 14:00 pm
He was brought to the airport together with approximately 150 boys flying home from camp on that day.
Schneur arrives at the airport to find out his flight was cancelled.
Air Canada rebooked his flight for the following day the 28th which was his first day of school in Pittsburgh. As well, the plan was for him to fly with the comfort of many other boys his are going thru security and immigrations together as well as support waiting for his gate.
After I initiated a call to AC by phone,
A wonderful agent rebooked him same day same time but thru Toronto. However, the airline could not get his luggage on the flight in time.
Needless, to say this was a traumatizing day at the airport. I paid more for a direct flight to have the ease and convenience for a 13 yr old flying alone yet with a group on an international flight.
In the end, AC had to rebook him for the 28th at 14:00 not only having him miss first day of school, but leaving him to fly and pass security, customs, and be alone the next day.
As well, I had paid camp quite a bit for transportation to the airport and I had to pay out of pocket for him to get back to the airport the following day and to pay extra for him to be picked up from Pittsburgh on the 28th- since family couldn't pick him up on the 28th.
I am in disbelief that the airline offered no refund or voucher to take responsibility for canceling a flight that was the airlines fault.
It is my hope that AC will deal with this in an appropriate manner and refund me for all the extra out of pocket expenses and for Schneurs inconvenience as well as myself trying to deal with a 13 yr old left at airport to work this out while I'm on phone with an agent from a distance.
Please send appropriate refund to Devorah Mangel
210 Aberdeen Ave
Dayton oh 45419
[protected]@aol.com

First off, I was supposed to board a flight (AC8945) from Saint John to Toronto at 5:15 am to get to final destination in Regina for 9:45 am. My flight was changed and to be arriving in Regina later in the day however I am still sitting in an aircraft in Toronto where I have been waiting an hour to take off due to maintenance issues. What turned from a 6hr travel day to a 24hr travel day, where I missed work hours. This is absolutely ridiculous and the worst airline travel I have ever been on. I would like to be compensated for my missed time.

Booking ref QTGVWZ

We booked our flights through Trailfinders (their booking ref TA2D93), back on 18/10/18.
We were scheduled to fly from Manchester to London, then London to Halifax Nova Scotia.
We were notified on 12/07/18 that flight AC861 LHR to Halifax had been cancelled, and we were offered AC 1931 Manchester to Toronto, followed by AC616 Toronto to Halifax.We were given no alternatives apart from our money back, which was impossible as we had booked accomodation, car hire etc.
Consequently we had to change our accomodation arrangements on the first night as would arrive at the bed and breakfast too late in the evening to check in.We also had to re-arrange car hire pickup.
Now we have been contacted by Trailfinders that our re-arranged flight AC616 Toronto to Halifax has been cancelled, and now we have to wait 5 hours in Toronto to catch flightAC626 Toronto to Halifax which lands at 22.55.
Once again, we have to make arrangements with the car hire company to pick up at a later time.
These flights have cost us £1546.00, a considerable sum.At no time have we received an apology or offer of compensation from Air Canada.It appears that you can mess about your passengers/customers with impunity with no comeback at all!
I thik that is only right that after all the inconvenience you have put us through, that some form of financial compensation is due.David Gayton

My daughter whom suffers from anxiety flew for the first time, unaccompanied to New York from Toronto on Aug 15th 2019. We arrived at the airport 3 hrs in advanced. Flight ended up being delayed getting intoNY. When the Customer service rep told me it was okay to leave the airport at 3pm my daughter called me from the air craft saying the flight was grounded. It was a terrifying experience for an unaccompanied minor. Upon the return it was horrible. She was scheduled to leave at 1900 on Aug 18th... to make a long story short she is now getting home and it is Aug 19th at 2100 hrs. I had to cancel my shift at work. She spent two hours on the runway waiting to leave NY. There was no special assistance check in in NY to assist her. The Customer Service in Toronto told me she was in the air, while at the same time my sister was face timing me with the manager in NY at Air Canada whom said the plane is still grounded. This is a terrifying position to be in especially when it's my child... any child. I sat at the phone waiting to hear .. If I send you the lists of notifications of delayed flights and changes to a flight.. as a mother with a child somewhere out there... it is a very nerve racking experience. I would like this to be streamlined a bit tighter as there are way too many crazy people in the world today. To have a child being delayed and there not being someone allocated to assist them is just horrible. I was told Air Canada is one of the best.. If this is one of the best, I am afraid to find out one of the worst. [protected] [protected]@yahoo.ca My daughters name is Kesia Cowie Bernard. A partial refund would be nice or however you choose to rectify this. Kids are too precious to be left hanging in an unknown place, with unknown people, in an unknown enviornment.

I made a request for a good will gesture from Air Canada. Up until the beginning of July of this year I was in contact with a customer relations person named
Aisha Khan. Since then I have sent tried to contact her but it seems like she is MIA.
I understand that my request is not the norm, however, some professionalism would be nice. Atleast resolved the issue on way or the other.

Here is what has transpired thus far:

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air canada
Good will reimbursement AC:[protected]
Inbox
x
Air Canada Flight 485
Jan 5, 2020-Confirmation #NXP5FK-No Updates
Montreal YUL
6:30 AM
Toronto YYZ
8:02 AM
Air Canada 485
YUL to YYZ Jan 5, 2020, 6:30 AM
Air Canada 1654
YYZ to TPA Jan 5, 2020, 9:30 AM
Air Canada 1619
TPA to YUL Jan 12, 2020, 7:30 PM

Customer Care
Jun 24, 2019, 3:10 PM
Your case number is: CAS-1654736-T9N4T3 Dear Miss Sitahal, Thank you for your correspondence regarding your travel with Air Canada. I have reviewed your booking
2

Sheree Sitahal
Jul 4, 2019, 3:25 PM
I'm sorry I don't understand your request.

Sheree Sitahal
Aug 8, 2019, 3:24 PM (11 days ago)
to Customer

Good afternoon,
I have not heard from you so this email is to confirm that you received the information to proceed with my request.
If you could please contact me to give me an idea as to the status of my file it would be greatly appreciated.
Respectfully,
Sheree Sitahal
[protected]

---------- Forwarded message ---------
From: Sheree Sitahal
Date: Thu, Jul 4, 2019 at 3:25 PM
Subject: Re: Re: Good will reimbursement AC:[protected]
To: Customer Care

I'm sorry I don't understand your request.
Sheree

On Wed, Jul 3, 2019, 5:40 PM Customer Care wrote:
Dear Miss Sitahal,

Please review the requested information and provide it accordingly.

Sincerely,

Aisha Khan
Customer Relations

Air Canada

To serve you best, I kindly ask that you do not change the subject line if responding to this email.

------------------- Original Message -------------------
From: Sheree Sitahal;
Received: Tue Jun 25 2019 09:09:05 GMT-0600 (Mountain Daylight Time)
To: Customer Care Email;
Subject: Re: Good will reimbursement AC:[protected]

Good morning,
Thank you for getting back to me.
I've enclosed the details of our vacation below.
I hope this is what you need.
Regards,
Sheree
View Your Air2Sea Booking
Call us at 1-877-202-4340 or Contact your Travel Agent

AIR2SEA

5 NIGHT WESTERN CARIBBEAN CRUISE
Cruise Reservation ID: 5524577
Ship: BRILLIANCE OF THE SEAS
Package Type: Air/Sea
Holiday Departure Date: 05 JAN 2019
Sailing Date: 07 JAN 2019
Stateroom: 1D 8074 Ocean View Balcony
Record Locator Booking Reference: AC PQH2Y5(Carrier)
AC NXP5FK

ROYAL CARIBBEAN INTERNATIONAL

YOU ARE CLEARED FOR ADVENTURE

To verify your itinerary, please log on to checkmytrip.com, using your record locator booking reference displayed above. Please check your booking details now, to make sure everything is correct.
Have questions about your flight? You can contact the airline in advance for any of these:
Reconfirm your flights
Request seating assignments (Note: May be subject to airlines fees).
Ask about baggage limitations or fees.
Confirm your airport terminal for check-in, verify your recommended arrival time, and print boarding pass.
Confirm which travel documents you'll need and review security measures.
If you arrive at the airport and experience a service issue with your carrier concerning airline tickets, please contact our Emergency Travel Team at 800-256-6649 or 305-539-4107.
If you're unable to locate any of your checked luggage upon arrival, or notice that your luggage has been damaged, you should follow these steps:
Notify your air carrier prior to leaving the airport and file a damaged or missing luggage claim.
Make sure to tell them that you are a Royal Caribbean® guest and the name of the ship you are sailing on.
Provide them with a copy of your Travel Itinerary (found on on the bottom of the page).
Provide them with these phone numbers: 800-256-6649 or 305-539-4107 so they can determine the ship's location.
Upon boarding the ship, notify our Guest Relations Desk representative of your delayed luggage situation.

GUEST 1 & 2 INFORMATION
Name:
SHEREE
SITAHAL

KATHLEEN
LAMBERT
Dining (Waitlist): MY TIME() MY TIME()
Departure Airport: DORVAL INTL(YUL) DORVAL INTL(YUL)

GUEST 3 & 4 INFORMATION
Name: TIFFANY
MENARD KAYA
LAMBERT
Dining (Waitlist): MY TIME() MY TIME()
Departure Airport: DORVAL INTL(YUL) DORVAL INTL(YUL)

CHARGES

Guest #1 Guest #2 Guest #3 Guest #4
Air2Sea Charges ** 350.25 350.25 350.25 350.25
Transfer Charges:
Pre-Cruise Transfer 0.00 0.00 0.00 0.00
Post-Cruise Transfer 0.00 0.00 0.00 0.00
Roundtrip Transfer 0.00 0.00 0.00 0.00
Hotel Charges:
Pre-Cruise Hotel 0.00 0.00 0.00 0.00
Post-Cruise Hotel 0.00 0.00 0.00 0.00
** Air2Sea Cancellation Charges 350.25 350.25 350.25 350.25

TRAVEL ARRANGEMENTS

Arrive Depart
Outbound Travel Arrangements:
05 JAN
05 JAN
05 JAN
05 JAN AC 485-MONTREAL QUEBEC (YUL)
AC 485-TORONTO (YYZ)
AC 1654-TORONTO (YYZ)
AC 1654-TAMPA (TPA), FL
8:02 AM

12:25 PM 6:30 AM

9:30 AM
Pre Cruise Arrangements:
Cruise Itinerary:
07 JAN
08 JAN
09 JAN
10 JAN
11 JAN
12 JAN TAMPA, FLORIDA
CRUISING
GEORGE TOWN, GRAND CAYMAN
COZUMEL, MEXICO
CRUISING
TAMPA, FLORIDA

7:00 AM
10:00 AM

7:00 AM 4:00 PM

3:30 PM
7:30 PM

Post Cruise Arrangements:
Inbound Travel Arrangements:
12 JAN
12 JAN AC 1619-TAMPA (TPA), FL
AC 1619-MONTREAL QUEBEC (YUL)
10:34 PM 7:30 PM
Important Notice:
AC-485 - AIR CANADA - Operated By AIR CANADA
AC-1654 - AIR CANADA - Operated By AIR CANADA ROUGE
AC-1619 - AIR CANADA - Operated By AIR CANADA ROUGE

Cruise itinerary may change without notice as conditions warrant.

You have purchased NON-REFUNDABLE airline tickets through our Air2Sea program; please note that even if the fare allows changes, a fee and other restrictions may apply. Electronic Air Tickets (e-Tickets) are NOT TRANSFERABLE and name changes are NOT ALLOWED. If the reservation is cancelled on/before the originally ticketed departure date the value of the unused original non-refundable ticket may be applied within one year from original date of issue for future travel. All travel must be completed within one year from the original ticket issue date. Any unused ticket segments will have no value unless passenger cancels/changes ticketed flight reservations on/before ticketed departure date. Failure to cancel in advance can/will result in a loss of the entire ticket value.

For information regarding airline baggage fees and allowances that apply to your itinerary, click here: http://bags.amadeus.com.

HAZARDOUS MATERIALS NOTIFICATION: Customer is advised that certain common products, such as aerosol spray deodorants, can be hazardous when transported on aircraft in carry-on and/or checked baggage. Please review the complete list of restricted items provided on your respective carriers' website.

BRAND LOGO

c/o Royal Caribbean Cruises, Ltd., P.O. BOX
025511, Miami, FL, 33102-5511, UNITED STATES,
www.cruisingpower.com

On Mon, Jun 24, 2019 at 3:10 PM Customer Care wrote:
Your case number is: CAS-1654736-T9N4T3

Dear Miss Sitahal,

Thank you for your correspondence regarding your travel with Air Canada.

I have reviewed your booking, and do not see any passenger on it with the name of Tiffany Menard. Please provide the following:

Passenger name/s as per travel document:
Travel date/s:
Ticket number/s:

Once I have this information, I am more suited to review your concerns, and provide a solution.

I look forward to resolving this matter for you shortly.

Sincerely,

Aisha Khan
Customer Relations

Air Canada

To serve you best, I kindly ask that you do not change the subject line if responding to this email.

------ Original Message ------
From: sheree.[protected]@gmail.com
Sent: 2019/06/06 11:51 AM
Subject: Good will reimbursement
I booked and PAID FOR FLIGHT AND CRUISE with Royal Caribbean in January 2019. My stepdaughter, Tiffany Menard, who does not live with me, for some reason stopped communicated with me and I was not able to contact her (still until today). At this point everything was paid for.

As I have saved for quite awhile to afford to take my whole family on a vacation together I would like to ask Air Canada for a gift card in my name to use when I'm able to afford our next family vacation. For some $350 is not allot but for a single mom it makes a difference.

Thanks for you time and consideration,

Skip to content
Using Gmail with screen readers
air canada
Good will reimbursement AC:[protected]
Inbox
x
Air Canada Flight 485
Jan 5, 2020-Confirmation #NXP5FK-No Updates
Montreal YUL
6:30 AM
Toronto YYZ
8:02 AM
Air Canada 485
YUL to YYZ Jan 5, 2020, 6:30 AM
Air Canada 1654
YYZ to TPA Jan 5, 2020, 9:30 AM
Air Canada 1619
TPA to YUL Jan 12, 2020, 7:30 PM

Customer Care
Jun 24, 2019, 3:10 PM
Your case number is: CAS-1654736-T9N4T3 Dear Miss Sitahal, Thank you for your correspondence regarding your travel with Air Canada. I have reviewed your booking
2

Sheree Sitahal
Jul 4, 2019, 3:25 PM
I'm sorry I don't understand your request.

Sheree Sitahal
Aug 8, 2019, 3:24 PM (11 days ago)
to Customer

Good afternoon,
I have not heard from you so this email is to confirm that you received the information to proceed with my request.
If you could please contact me to give me an idea as to the status of my file it would be greatly appreciated.
Respectfully,
Sheree Sitahal
[protected]

---------- Forwarded message ---------
From: Sheree Sitahal
Date: Thu, Jul 4, 2019 at 3:25 PM
Subject: Re: Re: Good will reimbursement AC:[protected]
To: Customer Care

I'm sorry I don't understand your request.
Sheree

On Wed, Jul 3, 2019, 5:40 PM Customer Care wrote:
Dear Miss Sitahal,

Please review the requested information and provide it accordingly.

Sincerely,

Aisha Khan
Customer Relations

Air Canada

To serve you best, I kindly ask that you do not change the subject line if responding to this email.

------------------- Original Message -------------------
From: Sheree Sitahal;
Received: Tue Jun 25 2019 09:09:05 GMT-0600 (Mountain Daylight Time)
To: Customer Care Email;
Subject: Re: Good will reimbursement AC:[protected]

Good morning,
Thank you for getting back to me.
I've enclosed the details of our vacation below.
I hope this is what you need.
Regards,
Sheree
View Your Air2Sea Booking
Call us at 1-877-202-4340 or Contact your Travel Agent

AIR2SEA

5 NIGHT WESTERN CARIBBEAN CRUISE
Cruise Reservation ID: 5524577
Ship: BRILLIANCE OF THE SEAS
Package Type: Air/Sea
Holiday Departure Date: 05 JAN 2019
Sailing Date: 07 JAN 2019
Stateroom: 1D 8074 Ocean View Balcony
Record Locator Booking Reference: AC PQH2Y5(Carrier)
AC NXP5FK

ROYAL CARIBBEAN INTERNATIONAL

YOU ARE CLEARED FOR ADVENTURE

To verify your itinerary, please log on to checkmytrip.com, using your record locator booking reference displayed above. Please check your booking details now, to make sure everything is correct.
Have questions about your flight? You can contact the airline in advance for any of these:
Reconfirm your flights
Request seating assignments (Note: May be subject to airlines fees).
Ask about baggage limitations or fees.
Confirm your airport terminal for check-in, verify your recommended arrival time, and print boarding pass.
Confirm which travel documents you'll need and review security measures.
If you arrive at the airport and experience a service issue with your carrier concerning airline tickets, please contact our Emergency Travel Team at 800-256-6649 or 305-539-4107.
If you're unable to locate any of your checked luggage upon arrival, or notice that your luggage has been damaged, you should follow these steps:
Notify your air carrier prior to leaving the airport and file a damaged or missing luggage claim.
Make sure to tell them that you are a Royal Caribbean® guest and the name of the ship you are sailing on.
Provide them with a copy of your Travel Itinerary (found on on the bottom of the page).
Provide them with these phone numbers: 800-256-6649 or 305-539-4107 so they can determine the ship's location.
Upon boarding the ship, notify our Guest Relations Desk representative of your delayed luggage situation.

GUEST 1 & 2 INFORMATION
Name:
SHEREE
SITAHAL

KATHLEEN
LAMBERT
Dining (Waitlist): MY TIME() MY TIME()
Departure Airport: DORVAL INTL(YUL) DORVAL INTL(YUL)

GUEST 3 & 4 INFORMATION
Name: TIFFANY
MENARD KAYA
LAMBERT
Dining (Waitlist): MY TIME() MY TIME()
Departure Airport: DORVAL INTL(YUL) DORVAL INTL(YUL)

CHARGES

Guest #1 Guest #2 Guest #3 Guest #4
Air2Sea Charges ** 350.25 350.25 350.25 350.25
Transfer Charges:
Pre-Cruise Transfer 0.00 0.00 0.00 0.00
Post-Cruise Transfer 0.00 0.00 0.00 0.00
Roundtrip Transfer 0.00 0.00 0.00 0.00
Hotel Charges:
Pre-Cruise Hotel 0.00 0.00 0.00 0.00
Post-Cruise Hotel 0.00 0.00 0.00 0.00
** Air2Sea Cancellation Charges 350.25 350.25 350.25 350.25

TRAVEL ARRANGEMENTS

Arrive Depart
Outbound Travel Arrangements:
05 JAN
05 JAN
05 JAN
05 JAN AC 485-MONTREAL QUEBEC (YUL)
AC 485-TORONTO (YYZ)
AC 1654-TORONTO (YYZ)
AC 1654-TAMPA (TPA), FL
8:02 AM

12:25 PM 6:30 AM

9:30 AM
Pre Cruise Arrangements:
Cruise Itinerary:
07 JAN
08 JAN
09 JAN
10 JAN
11 JAN
12 JAN TAMPA, FLORIDA
CRUISING
GEORGE TOWN, GRAND CAYMAN
COZUMEL, MEXICO
CRUISING
TAMPA, FLORIDA

7:00 AM
10:00 AM

7:00 AM 4:00 PM

3:30 PM
7:30 PM

Post Cruise Arrangements:
Inbound Travel Arrangements:
12 JAN
12 JAN AC 1619-TAMPA (TPA), FL
AC 1619-MONTREAL QUEBEC (YUL)
10:34 PM 7:30 PM
Important Notice:
AC-485 - AIR CANADA - Operated By AIR CANADA
AC-1654 - AIR CANADA - Operated By AIR CANADA ROUGE
AC-1619 - AIR CANADA - Operated By AIR CANADA ROUGE

Cruise itinerary may change without notice as conditions warrant.

You have purchased NON-REFUNDABLE airline tickets through our Air2Sea program; please note that even if the fare allows changes, a fee and other restrictions may apply. Electronic Air Tickets (e-Tickets) are NOT TRANSFERABLE and name changes are NOT ALLOWED. If the reservation is cancelled on/before the originally ticketed departure date the value of the unused original non-refundable ticket may be applied within one year from original date of issue for future travel. All travel must be completed within one year from the original ticket issue date. Any unused ticket segments will have no value unless passenger cancels/changes ticketed flight reservations on/before ticketed departure date. Failure to cancel in advance can/will result in a loss of the entire ticket value.

For information regarding airline baggage fees and allowances that apply to your itinerary, click here: http://bags.amadeus.com.

HAZARDOUS MATERIALS NOTIFICATION: Customer is advised that certain common products, such as aerosol spray deodorants, can be hazardous when transported on aircraft in carry-on and/or checked baggage. Please review the complete list of restricted items provided on your respective carriers' website.

BRAND LOGO

c/o Royal Caribbean Cruises, Ltd., P.O. BOX
025511, Miami, FL, 33102-5511, UNITED STATES,
www.cruisingpower.com

On Mon, Jun 24, 2019 at 3:10 PM Customer Care wrote:
Your case number is: CAS-1654736-T9N4T3

Dear Miss Sitahal,

Thank you for your correspondence regarding your travel with Air Canada.

I have reviewed your booking, and do not see any passenger on it with the name of Tiffany Menard. Please provide the following:

Passenger name/s as per travel document:
Travel date/s:
Ticket number/s:

Once I have this information, I am more suited to review your concerns, and provide a solution.

I look forward to resolving this matter for you shortly.

Sincerely,

Aisha Khan
Customer Relations

Air Canada

To serve you best, I kindly ask that you do not change the subject line if responding to this email.

------ Original Message ------
From: sheree.[protected]@gmail.com
Sent: 2019/06/06 11:51 AM
Subject: Good will reimbursement
I booked and PAID FOR FLIGHT AND CRUISE with Royal Caribbean in January 2019. My stepdaughter, Tiffany Menard, who does not live with me, for some reason stopped communicated with me and I was not able to contact her (still until today). At this point everything was paid for.

As I have saved for quite awhile to afford to take my whole family on a vacation together I would like to ask Air Canada for a gift card in my name to use when I'm able to afford our next family vacation. For some $350 is not allot but for a single mom it makes a difference.

Thanks for you time and consideration,

Sheree Sitahal
[protected]

I wish to complain about the appalling serive we had at Boston Airport on August 9th and 10th. 2019. Our flight was scheduled to depart August 9th at 8:
50.pm. We departed on Aug 11th at 8.50 am. Our flight Boston to Ottawa was canceled, not once but three times. The worst part about it was hanging around the airport, (9 th and 10th), hours on end with no seating available. That plus the lack of information was stressful in the extreme, considering I had a young child with me.
Twice at the desk our flights were canceled and once we even got to the departure gate before learning that it was canceled.
At first, AIr Canada refused hotel vouchers and claimed the cancellation was due to weather. However, this proved to be not the case. Cancellations and delays were due to staff scheduling. Eventually, we were provided with a hotel reaching there around midnight. The second time ( 10th) it took four hours to get a voucherfrom the time we ( and others) were told that we would get them.
Our return flight 8044 was only half full. Yet on 9th. we had been told this flight was unavailable! I do not trust Air Canada any more.
On return I sent an email to aircanada. No answer. When I phoned ( after waiting on line 45 mins)I was told abruptly told that the turn over for complaints was 60 days. This is totally unaceptable.
I am requesting compensation for two days lost at the airport and canceled family gatherings. The least I expect is what is legally binding in Canada under the new regulations

Eithne Shankar

I want to complain about the horrible flying experience we had recently and my wife with air canada which is called Rouge from Athens to Montreal AC 1935 on July 19, 2019 departing at 14.20 pm
Mr. Hassan Elkhashab ETK T0147344696855 & Mrs. Manal Lamey ETKT [protected]
We ware completely disappointed with the Air Canada Rouge and it was unpleasant experience where there was any entertainment screens, 10.50 hours flight was too much stress and I have already and my wife Hypertension and over 65 of age, even the food was not the same we had since ten years ago.
It was very upsetting experience and today only since I have returned back started to get my health back.
I alway prefer to travel with air canada but this is the first time to know that there is a company's called Rouge .We would like to have the suitable compensation for all what happened during that flight from Athens to Montreal.

August 7, 2019

Charbel El-Hawi
1920 Kilborn Avenue
Ottawa, Ontario K1H 6N4

Consumer's complaint about Air Canada's service, with the U.S. Department of Transportation Aviation Consumer Protection Division:
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Avenue, S.E.
Washington, D.C. 20590
U.S.A.

Dear Sir/Madam,
I have sent a serious complaint to Air Canada's offices in Calgary, hoping that we will not have to escalate, or have the entire family of 800 members who lives in Ottawa, Canada to boycott Air Canada.
As a large Immigrant family, whom Canada has adopted us and was generous to make us Canadian Citizens, where every Citizen has the same rights, under the Canadian Constitution 1982, we always felt Air Canada as our own family, at the end of the day, it does carry the name of the Country of our citizenship, and since the Canadian Government was always courteous and kind to our family, we expect the same from its Air line.
I have to say that we were very disappointed with the letter from Calgary, Air Canada has placed us in a fraud situation, when they issued us false boarding passes to Istanbul and then they a issued the second one, we felt that we were forced into doing illegal activities, just so Air Canada refuses to step up and take responsibility to what has happened.
Once again, and please read the attached letter and documents, hope to get a well-deserved compensation, in lieu of the terrible ordeal Air Canada has put us through.
Once more, we hope that we can reach an amicable resolution,

Sincerely yours,

Charbel El-Hawi

August 7, 2019

Air Canada-Customer relations
P.O Box 64239
RPO Thorncliffe
Calgary, AB, Canada

Reg: Charbel El-Hawi
Ticket #: ETKT 076 [protected]

Disappointment in Air Canada's service?
I truly think that it is still a kind word compared to the despicable and horrible ordeal that my Brother Charbel El-Hawi went through on his vacation to Lebanon, the Misconnect and the unprofessionalism of Air Canada's employees to deal properly with the mentioned issue spanning from June 11, 2019 to June 13, 2019 is beyond Dissatisfaction and severe distress.
I would like you to check the number of flights that El Hawi's family, used Air Canada, domestically and internationally, ( families in Ottawa are related); you will be amazed to find out that at least 4 names, Tressy, Nicolas and Randa, Nicholas El-Hawi and Randa EL-Hawi, used Air Canada Domestically and internationally over +/- 1, 800 times since year 1986.
Even though, we sometimes used other airline, we always considered Air Canada as ours, and we were always at ease, that providing we got in trouble in some foreign Country, Air Canada would be always be there for us, in order to accommodate us, and bring us back home safe.

In order for you to be aware of the grave mistakes Air Canada has committed Toward Charbel El-Hawi, I must write to your attention a summary of what exactly happen; let's start.
June 11th, 2019 Charbel was set to fly Air Canada on Business class to visit and at the same time conference in Beirut, the plane was supposed to take off from Ottawa to Montreal airport around 7:45pm; without any warning or updating him that the plane was delaying for 2 hours not knowing what is happening around him, and why the plane hasn't taken off yet; they should let him know what's going on, especially from an Air Line like Air Canada.
For some reason or another, Air Canada at 10:45pm, finally took off to Montreal
The unforgivable ordeal,
Charbel El-Hawi, , was scheduled to leave Montreal/Geneva and then Geneva /Beirut on June 11, 2019, anxiously to spend quality time with the Family and for the conference, and take advantage of her short off work vacation days.

The flight from Ottawa to Montreal was delayed for 2 hours; contrary to the flight from Montreal to Geneva, the plane was delayed 3 hours; waiting 3 hours in the plane, the problem is that the 3 hours delay in Montreal caused a ripple effect that led to a nightmare, since the Middle East Air Line took off to Beirut without Charbel, a 20 hours trip, that took 3 days from Ottawa to Beirut.

Naturally, anyone in Charbel's shoes, would want to go directly to Air Canada, having confidence that maybe this nightmare won't last for long; Charbel did not anticipate the treatment, the Lying and the deceiving, that Air Canada counter clerks has shown her.

I am emphasizing on the word lying and deceiving, caused by for the following unfortunate events that Air Canada could have easily (in my opinion) solved it quickly,

It first started when Air Canada Counter in Geneva, gave Charbel a "Fake" Air Canada boarding pass, in order to board a plane heading to Istanbul (please see attached); when Charbel reached the gate of the plane heading to Istanbul, Charbel was turned away by the Stewardess, informing that his Boarding pass (Business) is not valid, and that he cannot board the plane that is heading to Istanbul with it.

Again, Charbel went back to Air Canada's counter to inform them of what had happened at the boarding gate of Istanbul, and expected another solution that Air Canada's sole responsibility to resolve and get Charbel to Beirut ASAP in any way possible;

As soon as Charbel started explaining, the Air Canada counter clerks started Shouting and arguing with Charbel that they should've let him board the plane; as you can gather Charbel was in shock, he bought the ticket from Air Canada, and the counter he is trying to seek help from is also Air Canada, yet Air Canada let his hanging not having the slightest idea of what should come next; After a big arguing from Charbel that his have a business class and he should be priority the agent told him ok let me see what I can do
And she put him on the second plane too Istanbul.

Shouldn't be Air Canada responsible for the safety and the accommodation of the passengers; With Charbel's nerves shot, and felt nauseous couple of times caused by the stress Air Canada has put him through, it seemed to Charbel that him ordeal it wasn't going to end soon; and what added more stress onto the stress that was already building on, and on top of that the luggage didn't arrive to Beirut.

Charbel's got finally his Luggage after 6 days from his arrival, but who is going to reimburse the 6 day he lost from his vacation and the delay of his conference, and who is going to calm him down and not talk about his horrible ordeal with Air Canada (up to date of this letter); worst yet, and because Charbel had to come back early to work, and because changing the date, Air Canada made him pay $478, just because of the date changing.

A lot of bad and disturbing things happened with Charbel along this long ordeal, we all try to change the subject to get him to calm down, I am not a Doctor, but anyone can tell that he is still in shock, especially that (he said) he never ever thought of the horrible treatment by Air Canada and its employees.

I am in Government job, and there is a schedule that I must respect and follow, and if I am late a month, there will be consequences that I should pay the price for it.
Finally,

Usually, after a serious complaint, a claim or any form that needs to be addressed between two parties, I never liked or I should say I don't use the title ending with, "Govern Yourself properly", or "please be informed that we will be taken legal action", and other terms that agitate the situation instead of diffusing it;

I talked to Charbel, and he would be happy and satisfied if Air Canada issues him, a first class ticket to Lebanon, since that she went through a lot of grieve, and spent a lot of money during the 6 days he waited for her luggage, plus the $478 that he had to pay A.C in order to change the date on the tickets.

I hope we can solve this issue amicably, all the prove are ready up to request

Yours truly,

Tressy El-Hawi
His sister

I received an email from the Vice President Network Planning Mark Galardo stating that because if the Boeing 737 Max aircraft issue, there is a change on the travel plan and I will be will flying on Air Canada Rouge. He said that I have options if I want, I can rebook another flight or cancel without penalty. He provided a number to call to cancel or rebook. I call the number given and the agent Mariam AW told me that she does not care about the email content and that she is not going to change my flight. I tried to explain to her the email content, but she treated me that this is the last warning she is giving to me, and she is going to hang out the phone. The email does not refer to flight schedule but the change of the aircraft that not provide the same feature that the one I booked. I asked to talk to someone else, and she refused. This is the number I called [protected] at 09:46 pm EST
my contact: [protected], [protected]@gmail.com
HERE is the email:

Booking reference: xxxxx

Hello,

As you may be aware, Transport Canada has closed Canadian airspace to the Boeing 737 MAX aircraft until further notice. Air Canada supports this decision and has grounded its fleet of 24 Boeing 737 MAX aircraft. This has impacted our operations as we carry, on average, nine to twelve thousand customers per day on these aircraft.

We are taking measures to ensure we can still carry our customers safely to their destinations. We are pleased to inform you that an alternate arrangement has been made to maintain your travel plans. As such, you will now be flying on Air Canada Rouge®* for your upcoming flight from Honolulu to Vancouver.

Here are the options available to you:

• Fly with your new scheduled flight - Due to the lack of a seatback entertainment system on your new flight, we would also like to provide a 15% off promotional code** for a future booking (to be issued within 30 days of completion of travel).

• Rebook on another flight. All change fees and charges will be waived if origin, destination, and cabin remain the same and if you rebook within 90 days of the original departure date.

• Cancel your flight - without penalty - for a full refund.

If you accept this change to your new scheduled flight, you do not need to do anything. You will automatically receive a separate email with your new flight information.

Members of Aeroplan® and our partner frequent flyer programs will continue to be eligible to earn miles on this flight.

Please also note, Air Canada Rouge uses in‑flight entertainment streamed directly to your personal device via the Air Canada App or laptop browser. For those using tablets or phones, we recommend downloading the Air Canada App from the Apple App Store or Google Play prior to departure.

If you would prefer to cancel or rebook your flight, please contact Air Canada Reservations [protected]). However, if you purchased your ticket with Aeroplan, Air Canada Vacations® or your travel agent, please contact them directly.

We thank you for your understanding.

Mark Galardo Vice President - Network Planning