Flight/Origin-Destination: YYZ-ORD (AC 501)
Date: 2013-08-02
Cabin: Y

Pre departure
Was check in quick and efficient? NO. Check-in was a disaster. Originally scheduled on the previous day, that flight was cancelled and I had to rebook for the following morning. The flight status tool (web) indicated the flight was cancelled, but the tool said the flight was on time. Had to call RES, who asked me to go online and cancel my own check-in, which didn't work. Waited on hold for 25 minutes while the agent called help desk whom called airport to have my check-in cancelled. I was then rebooked and told to go online or on my phone and checkin, which I did Friday night.

Arriving at YYZ the next day, I was unable to get mobile BP so went to the Kiosk, which told me my reservation had been cancelled. I went to queue for an agent and was told by a uniformed Air Canada employee I could not queue, that I first had to dry a different Kiosk, as they're "always acting up". I tried another Kiosk, which produced the same error. I told the employee that I was already checked in, and only needed to have my BP printed. Again, I was sent away from the Queue to try another Kiosk, while the Queue Master observed. The kiosk produced the same error again. Now having wasted almost 20 minutes playing this game, the Queue Master checked her watch and declared that with only 58m to departure now "the whole system has shutdown, there is nothing anyone can do. You have to go to the agent at the far right (end of isle G) to rebook. If you re-book before your scheduled flight time its only a $200 fee instead of paying for a new flight." I respectfully stated that I disagreed, that I was a frequent flier and I'm certain an agent can print my BP. A second agent approached and again confirmed the first agents statements, without bothering to listen and understand my actual problem. When I moved to the queue, I was told, the agent raising her hand and blocking my path, to remain put, and that she would check with "a full time agent". The employee blocked the queue entrance with the stanchion/tape and left me with the second agent. The agent the returned and again stated her original theory that by now my reservation had been cancelled and I must see a ticketing agent. I asked her how she could possible know this without seeing my personal details, etc. but seized the opportunity to queue for an agent as she opened the line again. I was first in line, but it took almost 15 minutes to see an agent as only agent at ticketing was having a great conversation with a client, reviewing photos on the customers iPhone with them. By this time I was frustrated and the only thought in my mind was "I hate Air Canada. Why do I bother flying with these idiots? They're lucky they have half-decent planes or there would be NO reasons left to fly with them". Thankfully, a second agent came on shift and called me forward. Now with 18 minutes to departure, I explained the situation to her. Immediately, she entered my surname in to the computer, glanced at the screen and flatly stated "They're wrong, your're checked in, there is NO PROBLEM" and surprise *zerp* out came my boarding pass. "You have NEXUS, run, you can probably make it. I'll call the gate and tell them you're going to run for it". So with 14 minutes to departure, I ran. Thankfully I'm young and fit with little concern for my own dignity and as such airport athletics aren't a major issue for me.

With that, here is my feedback. Kindly instruct your staff to refrain from parroting misinformation to your clients before they so much as bother to understand the client's problem. Had an agent so much as given the slightest care to LISTEN / pay attention to a small thing like "I'm ALREADY CHECKED IN", this whole situation could have been avoided. The dismissive attitude of the staff watching the queues is unacceptable and did nothing but serve as a reminder as to why Air Canada has the humorous motto "We're not happy until your not happy". These people and their attitude serve only to run your brand into the ground. You need more people like the lady at G14....only people like the one at G14... with a can-do, how-can-I-help attitude.

Did you use priority security (if eligible) and if so, was it quick and efficient? I used NEXUS line. It was plugged up by the same people that were doing iPhone slideshows with the ticket agent. They really need a whip-cracker here to keep people moving.
Did you use the Maple Leaf lounge and if so, any feedback in regards to service, food and drinks? I would have, but I was delayed at checkin.
Was priority boarding offered (if applicable to your status) and efficient? Boarding had just begun when I arrived at the gate (0715). There was a great deal of drama on board over bin space. A passenger was still standing in the isle fussing with a bag as the plane pushed back.
If there was a delay, did the gate agent provide timely updates? N/A, push was close to on time.

Onboard - Y cabin:
Were the crew professional & well groomed? If by professional you mean blunt then maybe.
If there was a delay, were you provided with timely updates? N/A
Was the IFE activated on the ground? During taxi. Was unable to select "Dance" music channel, kept betting "hits" instead. (side note: I was able to select it on my flight home and I was probably better off without it as it was pretty horrible content)
Approximately how long after take off did it take for the first meal service/Onboard cafe to begin? It was well over an hour into the flight before service reached me.
How was the quality of the meal/Onboard cafe? The tea had obviously been made with water made in a coffee pot as it tasted like coffee.
Did the cabin crew offer water regularly throughout the flight? Once, 20 seconds after I got a tea.

Post departure
If you have checked baggage, did it arrive within reasonable period of time? No checked bags.