I booked a flight leaving YUL today for the midwest, which of course is a total *mess* due to snowstorms across all significant United States. I ended up waiting in line for 2 hours at the reservations line and I was the first person to even get to the counter on a booked flight to OHARE when the lady looked at me surprised and said "oh, the flight to Chicago was canceled? Greatttt."

This woman proceeded to take 45 minutes to "help" me as she was one of 3 workers at the time and there was a line about 60 people deep behind me. I was not an outlier, each CUSTOMER took at least 20 minutes each. On multiple occasions the woman answered personal cell phone calls and talked for at least 5 minutes each call. Her final resolution was that "sir, there is just nothing I can do for you, there is no way I can get you to MSP today or tomorrow, you will have to wait until after the weekend."

Her incompetence was obviously getting me nowhere fast, so I said *OK* (by accepting the ticket) leaving and reaching for my cell phone. Noting that the line was approximately a 6 hour wait (no joke) and dialed up Air Canada's reservation line. After being on hold for 30 minutes and explaining my situation in a more than unhappy tone, I was able to book a 3 part flight the next day to my destination. Still not optimal but better than being stranded for 2 days.

My conclusion is that Air Canada customer service is ...., I will use up my boatload of Aeroplan miles and do everything I can to avoid the airline at all costs. Yes they have nice planes, but don't tempt the Great North's winter.