Aeroplan.com / ticketing
Recently my daughter and I flew to Guangzhou, China (on aeroplan points) from Charlottetown, PEI. Upon arrival at the Charlottetown airport we were told that our flight no longer existed, thanks to one of the AC agents, she managed to get us on a flight out of Moncton, NB which was a a 2 hour drive from where we were, plus bridge toll and gas and someone having to drive us there.
We were informed that my daughter had recieved an email telling us of the flight change however the account that the points were take from is in my husbands name and every flight we have ever booked on that account t sends an email to him.
My daughter, myself and my husband all check our email accounts and none of us have the email of any changes that were supposedly sent to us.
We just made it to Moncton on time because of the agent in Charlottetown. Upon arrival to TO we ran to our gate to get to Chicago only to be told that we were not permitted on the flight because our luggage didn't make it. (We found this out only after 4 air canada employees decided to stop talking and deal with our matter after eating and with no one else in line for 20 minutes)
Subsequently we had to stay in TO for the night (300)- putting us out a day of our meetings and plans in Guangzhou. We were told to call Aeroplan by Air Canada and then Air Canada by Aeroplan, both companies putting the blame on one another to avoid dealing with us. Finally, after getting disconnected with several agents we got an Air Canada agent on the phone who took care of rebooking us (after being told multiple tomes that nothing could be done about our flight not being rewarded in business but now economy)
When we arrived in Guangzhou our luggage was missing. We received that luggage 5 days into our trip after being told everyday after we were originally told we would receive it that it wasn't coming and they didn't know where it was. This was 2 days before we left, also being told by the airline (Asiana at this point) that it was Aeroplan's fault, and Aeroplan that it was the responsibility of the airline. Not once were we offered compensation for all those days without luggage, and on top of that, we were expected to pick it up (a one our taxi drive) at the airport when it did arrive.
We had a Chinese associate call the airport 2-3 times a day, everyday to check on what the status was of our luggage and what the hold up was. They finally did deliver it 2 days before we left Guangzhou.
It doesn't end there.
When we arrived in Guangzhou on the 21st to depart (in business as originally booked) we were told that we weren't even in the system for the flight, our names were not even on the flight. We were not in the system, and even when showing the supervisors the original confirmation email we were told they could not get us out of Guangzhou for 2 more days in business.
Once again we were told to call Aeroplan, at the same time Aeroplan is telling us we are in the system, the supervisor in front of us was telling us she couldn't print boarding passes for use as we were not.
After 2 hours of being put on hold, running our mobile bill sky high, they got us on the flight (in economy)- at this point we were told we would get the points back from business to economy.
To say the least is has been the worst experience we have ever had with travel. We are extremely disappointed with the service of Aeroplan, Air Canada and the star alliance. The lack of concern for this kind of situation and as many problems we had was unbelievably appalling.
Travel is difficult enough when going long distances like this, to throw extra cost though travel, hotels, phone bills, because no one wanted to take responsibility would be cause for dismissal in any other place of employment. There seems to be a lack of morale we have not seen before. As long standing Aeroplan and Air Canada customers, we are at the mercy of the people who work for the airlines. The right hand doesn't seem to know what the left hand is doing. With the lack of responsibility taken in so many aspects of these events, it leaves you feeling very frustrated and vulnerable. What would a person do if they were not able to persevere and get a satisfactory result?
I couldn't tell you how many times I was told to call ‘the other' responsible party. Excuses and incompetence we certainly the order of this travel experience. I look forward to hearing from you.
Attached our itinerary as we knew it, our economy seats from Guangzhou to Seoul that were originally business. If you require any further information please let us know.
Maureen and Julia Campbell
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