Wednesday, August 24, 2011

Air Canada has the worst customer service I've ever seen!

Location: Ontario, Mississauga
Industry: Tourism
Annoyed By: All customer service representitives

Long story short: Our flight was delay for 9 hours to NYC and we were stuck on the plane for 9 hours until AC finally told us our flight is CANCELED! We were starving and we were not allow to buy food but I see the flight attendant serving drinks and snacks to the executive class customers. I know executive class customer paid a lot more for the flight, so we weren't expecting the snacks to be free, but we can't even purchase food or drinks! After our flight was canceled, they did not provide any instructions for our rescheduled flight, they made us wait for another hour to get our luggage because they forgot to unload the luggage from the plane and when we finally found the Air Canada customer service counter, we had to line up for another 2 hours to find out our flight was rescheduled to the next day at 8 am. By that time it was already pass 12 am, so we have to be back to the airport at 6 am. On our returned flight from NYC, our flight was delay again for 5 hours and like last time AC did not provide any customer service or updates. When I e-mail AC to complaint, this is the e-mail I got:

Dear Ms. Liu,

Thank you for your follow up.

Again to clarify, when we are told to cancel flights by Air Traffic Controllers, we often have no say in the matter and have to do what we are told by these government agencies.

The Executive Class cabin is much smaller than the Economy cabin, which makes a quick clean up much easier and these guests pay a huge premium for additional service. If you are interested in the "extras", you are welcome to purchase a seat in this cabin on future flights. We make no apologies for providing extra service to these high profile customers.

Also, we do not offer compensation for weather problems, simply good will on occasion, therefore we are unable to provide the compensation you are seeking.


What kind of customer service is that? He made it sound like I deserve their bad customer service because I wasn't paying for their executive class service. This is why Air Canada has such a bad rep because they these type of people working for them! You should never be allow to reply to an e-mail like this if you work in the customer service department!


  1. Why did you say no? Do you think customer should be treated like this? Are you Jeremy?

  2. What a dick?!

    The service sucks that's a fact! This Jeremy dude just made it even more unforgiving. I wonder how the guy was raised?! I feel sorry for him because it appears that no one has ever made an apology to him before, probably bad childhood memories! Jeremy, get some help!

  3. What an idiot Jeremy. We are having an upset customer here complaining about her bad experience with your company. Your job is to resolve this issue but not to make it worse. Your company doesn't hire you to bitch at the customers. What you owe is an appology to this lady on behalf of your company for such poor arrangement during the delay and another apology for your poor attutide and naive way in handling this complaint. I hope i don't need to teach you how to do your job but unfortunately, I believe your lack of intelligence is an issue in figuring this out yourself. Please use your brain to think it through before your next reply.

  4. Sometimes the difference between good and bad service is how you communicate the message. There are times when I'm pretty upset but since the person on the other side is being polite and apologetic, sometimes I let it go... but in this case it's ridiculous. Besides the fact that you were on the plane for 9 hours without any food/beverage (even when you are willing to pay), the way Jeremy communicated the message was customer service at the LOWEST level. I suggest Air Canada to re-train (maybe in Jeremy's case, train for the first time!!) their customer service reps on proper communication skills, and perhaps slip in the main lesson CUSTOMER SERVICE into their curriculum.

  5. Air Canada didn't get it that the problem is not the delay, it's how they handle/communicate the delay and customer complaints.

  6. This Jeremy should go back to school. Shame on Air Canada....
    Im just dont have a word for Jeremy....

  7. The problem here is not because of the cancellation of the flight; it’s the services that were provided by AC that were unacceptable. First of all, an AC economy class ticket is not cheap already and people who don’t have enough money to pay a huge premium for an executive class ticket shouldn’t eat or drink for the whole nine hours on the flight? Is this how economy class passengers should be treated ?? Beside we were asking to PURCHASE food or drink on the flight, we WERE NOT asking for free food here!!!! Second, AC didn’t give a clear reason on why they had to cancel the flight (at least not clear enough to hear it on the PA) and AC didn’t give any kind of instruction on what to do after the flight was cancelled nor when we get off the flight. Third, we had to wait for our luggage for more than 2 hour because they had towed the plane away from the gate with our luggage in it. Fourth, after the nine hours wait by the time we got off the flight it was almost 11 0’clock at night, we had to run around the airport trying to figure out what to do because none of the AC crew has given any kind of instruction and finally someone who works at the airport (obviously not an AC crew) told us there is a AC customer service located in the lower level where we can try asking. Then we waited for another two hours just to talk to an AC customer representative at the counter. It was late at night and we were stuck at the airport with no ride home and they didn’t even want to compensate us anything until we opened our mouths and asked for a taxi ride. Can someone please tell me what kind of services that were provided by AC here? We didn’t get the ticket for free here; we did pay for the economy class ticket. We just didn’t pay a huge premium for an executive class ticket and this is how we were treated.

  8. After this unpleasant experience with AC, I don’t think I will be flying with AC in fact I would rather fly with another airline who would appreciate my business. I will also share this unpleasant experience with all my friends, co-workers, family or anyone who is deciding on which airline to go with so they know what kind of services they will be getting if they are going to fly with AC.

  9. "If you are interested in the "extras", you are welcome to purchase a seat in this cabin on future flights. We make no apologies for providing extra service to these high profile customers."


  10. Even if AC is not offering any compensation, at least they should have offered better customer service! I wasn't asking for anything unrealistic. I was only requesting 25K aeroplan rewards, that is the exact amount to redeem a ticket to NYC. We've spent close to 12 hours at the airport and lost one night of non-refundable hotel, I was expecting a little more sympathy instead of telling me to travel with excutive class in the future.

  11. We understand that it was the Air Traffic Controllers who cancelled the flight (information was given by this AC representative named Jeremy after when we emailed AC) but it was AC RESPONSIBLILTIES to provide services to all passengers on that cancelled flight.  But NO!!  No services were provided and when we place a complain and speak out on this unpleasant experience, this JEREMY here who got hired by AC as a representative gave us a response like this.  I know AC don’t offer any compensation for weather problems, but this whole thing has nothing to do with the weather problems.  The problem here is the services that were provided by AC after the flight was cancelled plus the reply from this representative.  I have no idea how AC could of hired someone like Jeremy to be a customer service representative in the first place who doesn’t make their customers more pleasant about situation like this than to make the situation more worst.  I paid my money to AC to purchase the ticket (some of this money probably went to this Jeremy’s pay check), then I should be getting the services even the flight was cancelled by other party.

  12. What an ass!! Air Canada is WAY overpriced as it is and then on top of that crappy service too!!

  13. I would complain to a level up, and post his respond in your email/complain. Also tell them your lawer is going to follow up with a lawsuit if your complain is not handled correctly!!! AC SUCK!! All airlines do tho...

  14. You can't control the weather, that's correct but at least you can control how you response to a customer.
    Not sure what compensation they are seeking but the response for this guy is pretty bad. Even a grade nine can write better letter than they do.

  15. Send this to the Toronto Star or any other newspaper and have them publish it. Then see what AC says then!

  16. Way to go AC, thats the way to win the "Best International Airline - North America" award!

    WTF? How? Why? WHAT?!?!

    Thats just a really big insult to other North American airlines!

    Check this out:

    "Air Canada continues to be the popular choice for North American passengers having won the overall Best Airline North America award in 2010. This repeat win clearly demonstrates that passengers continue to be impressed with the overall quality of product and service provided by Air Canada on International flights."

    Are you out of your freaking mind?

    The words "impressed" and "quality" just simply do NOT match the reality of how AC treat their customers!

  17. You know Air Canada's new Motto is: "We're not happy until YOU'RE not happy!"

  18. right! because weather is the natural. we can not change the air of canada.that way,we will have to face the problem about air canada.

    Mississauga Airport Taxi services

  19. wow, that's the most ridiculous response I have ever read...they pay this guy to be a dick - they love hiring dicks. Never will fly AC again.

  20. You're too kind. My first time flying to Brazil, THREE Air Canada flights in a row were overbooked, so I couldn't get on. When someone kindly swapped tickets with me to get me to the transfer point, the plane there was late arriving, and then broke down (it happens, fair enough) but then AC had no replacement available - in Toronto, yet!!! - and I wound up sleeping on the terminal floor. A $3300 return flight and their incompetence made me miss the first day of my stay.

  21. I have had nothing but similar stories with this transporter who boasts of winning best service awards! What a JOKE! I even sued them in small claims court for messing my family's vacation time over time again.
    The do not know customer service.
    My answer: I depleted my aeroplan account (on hotels and car rentals - not AC flights) My last 3 family vacations and future two have all been booked on other transporters - on purpose!!!
    If every poorly treated customer did the same, they'd finally go out of business - what they deserve!

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  35. I really dislike Air Canada too.. They are litterally the WORST COMPANY when it comes to customer service. I have received half-@$$ed responses when sending business inquiries via email. When I am at the terminals looking to ask the Customer Service reps for questions, they just soo me around the airport. I too will never fly with this air line again.. they treat their customers with zero respect.