Air Canada followup

[cellio]

I sent copies of my Air Canada complaint to the CEO/President, Chairman, and Senior VP of Customer Relations (with suitable wrapper text to explain why they were getting this). Yesterday I got email from an assistant for Mr. Rovinescu, the CEO/President. She hasn't given me permission to publish the letter, so I will summarize:

She is disheartened to hear of my experience. Given my description, she can understand how frustrating that was. She regrets that their call center let me down and is sorry for the poor impression their discourteous employees left me with. As a gesture of goodwill, she would like to offer me 40% off the base fare for my next Air Canada trip, provided I complete it within a bit less than a year. They do not cover consequential expenses, but nonetheless require my original receipts for same for auditing purposes.

That does not help at all, and since it's not a voucher for a fixed amount I don't think I could sell it usefully. (I haven't read the fine print and don't know if it's even transferable.) This is the reply I sent:

Thank you for your reply. Unfortunately, I'm an infrequent traveler; I've only flown three times in the last decade and would not be able to use a discount in the next year. (Even if I could, I'm sure you can understand my reluctance to book my next trip with your airline.) A discount on future travel also doesn't help me with expenses incurred now. Is there anything better you can do to remedy this terrible episode?

(Belately I see that there is one error in that. I now realize I've flown four times, not three. This does not change the substance.)

VISA is prepared to dispute the charge if I can't settle the problem with the airline, but of course we would both like to try the direct approach first. I'm not yet sure of the process should VISA get involved; do we go to some sort of arbitration or what? Air Canada already has my money, but I guess VISA can take it back.

Comments

[dragonazure.livejournal.com]

I feared this is the type of response you would get. Your return volley is appropriate.

I suspect that your "carrier contract" probably spells out an arbitration process--just like it manages to suspend the Bill of Rights in order to perform an "administrative search" of your luggage and person prior to boarding a flight.

[magid.livejournal.com]

I agree with the previous comment.

Also, I know it's small, but if they're not going to reimburse you for incidental expenses, why the [blank] would they ask for your receipts for them. I mean, you might have another way to get them reimbursed (theoretically, that is; I know it's not relevant in this case). If it's just to have information, they could just as easily ask for the amounts, without the actual receipts. It's odd to me, and I don't like it because I don't see a reason for it that could be at all helpful to you.

[goldsquare.livejournal.com]

Do not give them receipts. Give them copies. If you feel you must, have the copies notarized as "true copies".

What they have offered you is nothing to them. A flight minus their profit, on a plane that would have empty seats.

Huzzah.

Do check what rights you have under US Law for missed connections and meals. Insist upon that.

If Visa is like American Express, they have their own process for negotiating, which is spelled out in their agreements. You could let them handle the ticket, of course.

BTW, your reply said "you are not losing a revenue source if you lose me as a customer - best of luck".

If I were you, and if I had enough wind in my sails, I would do the following:
1. Small Claims, directly, for the consequential damages.
2. Visa for the tickets.
3. Use a card that offers free travel benefits and insurance next time, or purchase travel insurance.

[dagonell.livejournal.com]

SF Writer Robert Sawyer recently missed a full day of Comic-Con due to Air Canada screwing up his reservations as well. I would send him an email with Subject: Air Canada just to compare notes. A two-pronged attack is often a good strategy.
-- Dagonell

[moose]

late to the party, but, try Chris Elliott, elliott.org.