This thread shows why little guys like us get screwed and why Air Canada really needs to rethink it's customer service :-
My luggage was already on this new, delayed flight. The agent claimed there was "no way" I could get it pulled off. (I later learned this isn't correct.)
So either the agent didn't know (possible) or didn't care (more likely) and just wanted to get rid of a customer with concerns.
"We don't do that here," she said. "Go to Customer Service." Which was way back through the airport, towards security.
I've dealt with this too. Can't you call the "customer service" if it's something they have to decide? It's more about passing the buck than doing the right thing for the customer.
As I approached the counter, an agent was sighing to her colleague, "It's been like this since I started at 3 o'clock. Customer after customer, complaining."
I've experienced similar attitude where the "customer service" staff considers your genuine concerns "complains" and .....es about you. It's like they dont want to be there. If you hate dealing with people then you shouldn't work the customer service.
See, when a person attached to media tweets a complains openly and gets an attention, it doesn't necessarily mean that you or I would. Also, they shouldn't have to take it to social media and complain to the world. By now the guy had talked to agents, customer service staff and refund department before tweeting. That's pathetic service.
How it should be:
1. Agents should be able to handle common sense issues. They should be able to contact customer service. However, they must NEVER misinform a customer by telling them something that's not true.
2. Customer service staff doesn't have to put red carpet out, but they shouldn't make a person feel that they're wasting their time. We all know about customers that really deserve to be cut lose, but as a customer, you shouldn't be made feel like that on initial interaction.
3. In this case it was clear that the person could (and did) get a refund. So customer service should've been able to make a decision ("yes we agree, here's the refund" or "sorry sir, we can't refund it"). It shouldn't be "yes we agree but we wont do anything about it, go complain to the refund department".