Good day all- I'm a bottom feeding basic looking for advice . Two Sundays ago, (the night of the big snowfall in YYZ) my flight to YYC (9p.m.) was first delayed 45 min due to late incoming aircraft, then delayed a further 90 min as it was determined they had to change a tire, then finally cancelled as the pilots timed out. (By this time it was 12:30 am and the gate agents said they couldn't get 2 more pilots). The humungous lineup formed at the cust serv desk near gate 22.
(I was about 30 from the front) After about 30 min in line, it was announced that they could not rebook everyone at that time but to continue to queue for hotel voucher. As I got to the desk, they ran out of hotel vouchers. The agent there told me to book a hotel & send in the bill to customer service. I was given a brochure & told to call an 800 number to assist with finding a hotel at a preferred AC rate. I waited on hold for 25 min, then gave up. I called Hilton as I am an Hhonors member and got a room at the Airport Hilton. I received an e-mail from AC rebooking me on the 8 am Monday flight about 1 am.
I sent in my note to CS, uploaded the Hilton invoice. I received the following
reply today . The first paragraph is corporatespeak then a code for 25 % off next flight. Zero mention of the Hotel bill. Is it worth my time to pursue the hotel charge or do you think they are blaming the weather for not being able to operate the flight? Opinions?


Dear Mr. Muskoka,

Thank you for writing about your experience with us. We are really sorry for disappointing you. We know our customers expect to arrive on time and enjoy a comfortable flight, while also being provided exceptional customer service during all interactions with us.

From what you’ve described, we can understand why you wanted to contact us. We appreciate you taking the time to write because your feedback gives us the chance to improve. Your comments have been shared with the appropriate management team for their review and action.

As a goodwill gesture, we would like to offer you a one-time discount of 25% off the base fare on your next booking at aircanada.com. Below, we have provided your Promotion Code and instructions on how to receive your discount.

We hope to have the opportunity to welcome you on board in the future.

Sincerely,
Air Canada Customer Relations

(To their credit, they quickly had 6 CS agents manning the counter to deal with the pax - a 767 load) We were rebooked on an upgauged 777 slaveship Mon 8.m.)