Originally Posted by annehamnitz

Had a wonderful holiday in Grenada, bookended by. a couple of miserable travel days.
Started with a cancelled connecting flight to Toronto. We had planned an overnight in Toronto before the morning flight south. Heavy fog was the obvious cause. Was eventually rebooked on a flight next day which could not make the twice weekly connection. Drove instead and was lucky to find a reasonable one way rental. Spent quality time on hold making sure the remaining flights weren't touched. This was a points trip so will just try to get a few of those refunded.
Trip home took longer. The flight to Grenada was delayed several times with reasons listed as waiting for connecting passengers (!!) , then crew availability issues for a total of 4 hours delay. Returned trip of course delayed the same four hours which caused us to miss the last connecting flight home. Automatically rebooked for the next morning. Real disappointment was to arrive in Toronto at 2am to a complete absence of Air Canada employees so no vouchers or ability to rebook rebooked flight a little later to gain some sleep time. Was traveling with friends who did not want to pay $250 for a 4 hour hotel room. Wandered the airport for 3 hours then found the lounge (which at least had hot food and no qualms about our 4 guests). Arrived home only 8 hours late but unhappy. Will fill out the compensation form for this one.

Stuff happens. It was the really poor communication and the obvious lack of any interest in our wellbeing that made things more difficult.
I work in a field where being proactive with unhappy customers, even when it is not my fault, goes a long way to keeping folks satisfied.