Originally Posted by
SparseFlyer
I don't understand ACs approach though.
They cancelled, but they have all the details of the reservation. Flights, fares, amounts charged, etc. Why can't they just say "oh, looks like you did book this legitimately, give us your CC and we will reauthorize the ticket".
Why does it have to be "oh, looks like it was legit after all, but hey nvm, now pay us 2x original fare or you're not going anywhere". I think that is the main issue that needs to be fixed. And if the government needs to step in, so be it.
I can't believe no one has thought of this at AC. This makes no sense.
The reason is they don't trust there employees or they can't design their software to make that work.
Ran into the same thing at 7/11 yesterday.
In front of my is a teen and his mom. The teen has some online coupon for a free coffee on his app. However for whatever reason it does not scan. They key trying. They zoom in, the zoom out. Kid says can't you just type in the number. Finally the cashier (who also is a teen), says to the customer I have seen these before, they are legit. You should get the free coffee. But it is against the rules for my to type in the number or give you the coffee. I am only allowed to do it using the bar code scanner. I will get in trouble. Can you please pay the $1.10
Standing in line, listening to this for 10 minutes. Finally come to the conclusion what crappy customer service.
Same problem with Air Canada. The gate agent or check in agent probably knows the correct thing to do is issue a new ticket at the old price. Either, the policy does not let them do it, the software does not let them do it, or they have not been trained how to do it.
Air Canada needs to rethink their technology and culture. Hopefully the CBC will continue to help drive that point home. Has the CBC been distracted by Trump, it is been a few days without a AC customer story.