Air Canada – Customer Service and Financial Performance

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This topic contains 3 replies, has 3 voices, and was last updated by  KarlMarx 28 Jun 2015
at 19:08
.

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  • Anonymous

    Ardmarnoch
    Participant

    May 12th. “I am delighted to report the best first quarter financial performance in Air Canada’s history,” said Calin Rovinescu, President and Chief Executive Officer”
    I suspect this is very little to do with management, and more to do with monopoly routes and lower fuel prices.
    Being regular travellers to Canada (Halifax) and disappointed with Air Canada’s virtual monopoly service we decided to try Club Class (sic) on Air Transat. Air Transat cancelled our flights and transferred us to Air Canada (economy). Unable to select seats, see reservations or check in online. At T2 ticket desk asked if paid upgrades were available, and advised they were for just over C$2,000 one way. Handed over credit card, only to be told a few seconds later it was not possible.
    It appears that if you are transferred from another carrier to AC you are treated like a leper. Rather than take the opportunity to persuade the passengers of other carriers to switch, AC does exactly the opposite. AC T2 ticket desk told me this happens regularly.
    Hence my amazement at their recent financial performance claims. Here we have a carrier turning away over C$4,000 (return was also available) for nearly no cost (there is little more perishable than an empty airline seat), however also doing their best to dissuade passengers of other airlines to use them and causing serious customer dissatisfaction. If we multiply $4,000 by the numbers suggested by the ticket desk, this is a significant financial loss. Would you run your business this way?
    Writing to AC’s customer relations, after several weeks produced an oxymoron reply “While I wish to assure you that we value your patronage, we are unable to offer further consideration to this matter”!! Sounds like another trip to bankruptcy protection is on the cards….
    Has anyone else experienced similar on AC?


    MrMichael
    Participant

    @Ardmonach, I am amazed they are still going if that is how they manage new customers. As you say, an excellent chance to impress a new (and possibly reluctant) customer and get them to switch. I have never flown AC, and have seen little positive about them on this forum. If I do go to Canada, I am likely to avoid.


    KarlMarx
    Participant

    No doubt Air Transat paid Air Canada a fare that was non-upgradeable.

    Your ire should be reserved for the carrier that cancelled your flight and booked a lower class of travel.

    If you flew from Europe, did you claim under EU261 for 75% of your ticket cost?

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