Hello Air Canada board. I was hoping I could get some advice for a relative that just had an unpleasant experience with Air Canada. Here is a brief version of what happened last week...

My relative was flying the return portion of a Rouge/AC DUB-(YYZ)-LGA when she accepted a bump offer at check-in in DUB. Apparently the AC flights out of DUB had been oversold for a couple days and for her to give up her seat, the Swissport agent in DUB offered:

• $600 Euro cash
• a next day return via FRA (EI in Y to FRA, LH in J to EWR
• Accommodations for the overnight at DUB

The problem happened when she arrived in FRA and tried to check in to the LH flight. LH said the reservation was made on their flight, but had not been ticketed by AC - so sent her to the AC main check-in desk.

The AC agent their told her that DUB made a mistake and that they would not be able to fix it. The agent apparently said "That is a mistake and I would have never booked you like that. You need to talk to Swissport in DUB to fix it." and would not help her any further. She persisted but the agent would not budge, saying there is no way they could get her out of FRA that day, much less in biz class.

She then lined up at LH again and pleaded with them to please accept her booking. They put her on standby on the EWR flight, on which she eventually boarded.

So...
She was treated pretty badly by AC (and I supposed AC's agent Swissport) by being offered a compensation for volunteering that was not honored, and further was quite simply ignored by AC in FRA. Yes, she made it home with the financial compensation she was promised - but that was only part of the offer. The experience in FRA was incredibly trying and inconvenient and the promised business class was not at all delivered. She would not have accepted the offer if it did not include the more comfortable return home.

I think she should complain to AC and follow up with the European Consumer Centre. Any AC experts here have any advice?