Refused transport because of 8.5lb dog... why?
Jun 12, 2019, 9:33 am
#121
Original Poster
Join Date: Aug 2015
Location: YYZ
Posts: 57
I suggest that you have nothing to lose with a CTA complaint. Yes, it is a bureaucratic exercise, and yes the agency can move slower than a snail on Xanax, but you have a solid case and it is your right to seek a remedy. I have read this thread since the time you first posted, and my feeling is that the GA and local management screwed up. No, the airline keeps obfuscating, delaying etc. because it has backed itself into a corner. Hopefully, the case reaches the desk of senior legal counsel and she/he says enough, let's do the right thing. I don't think Air Canada was expecting someone as restrained, calm and organized as you to keep at this. Stay the course and see it through. And with each passing month that Air Canada delays in providing fair compensation, it puts itself in a more difficult position.
What is so incredibly frustrating is that I was able to get the contact details for AC’s General Manager and Managing Director of Customer Relations. Several emails and voicemails later and they have not responded (last response was in April same day Global contacted them). And the BS of not being able to rebook me (how do they know I wouldn’t be able to find an alternate carrier? Borrow from a friend? Walmart?)
From: Customer Care <[email protected]>
Date: April 15, 2019 at 2:26:39 PM EDT
To: XXXXXXX
Subject: Denied Boarding AC:0000XXXXX
Your case number is: CAS-xxxxxxxx
Dear Ms XXX
Thank you for your follow-up email. As mentioned in my earlier correspondence, our airport staff were concerned with the fact that your dog Whiskey was unable to stand up and turn around in the carrier. This was supported by the photographic evidence you submitted to us, and also confirmed by our Quebec City personnel.
Dogs taken in the cabin must be able to stand up and turn around in the kennel. As you may appreciate, we are unable to make an exception to this regulation. In addition, the kennel must meet the size standards for carry-on baggage. All of this information is listed on our website.
Alternate flights would not be available if you were taking Whiskey in the same carrier, for the reasons mentioned above.
We are in the process of refunding the unused ticket coupons (Quebec City to Toronto) for you and your husband, and also the "Pet in Cabin" fee.
I appreciate this opportunity to review your case.
Sincerely,
Paul K
Customer Service Manager
Customer Relations
Jun 12, 2019, 9:36 am
#122
Join Date: Jan 2010
Posts: 698
Thanks everyone for the info! Submitted the complaint to CTA... we will see what happens.
What is so incredibly frustrating is that I was able to get the contact details for AC’s General Manager and Managing Director of Customer Relations. Several emails and voicemails later and they have not responded
but I would've done that before going public...
Jun 12, 2019, 11:41 am
#123
Original Poster
Join Date: Aug 2015
Location: YYZ
Posts: 57
...to this day I have not received a call back nor email.
Jun 12, 2019, 11:43 am
#124
Join Date: Jan 2010
Posts: 698
This incident occurred the evening of April 7th. By Wed April 10th I had the contact details of the executive office and had left a voicemail and sent emails (can PM you the names). The media was not involved until the weekend of April 13.
...to this day I have not received a call back nor email.
Jun 12, 2019, 11:48 am
#125
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Location: YYZ
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...and a separate one to a male: Managing Director, Call Centre & Customer Relations
Will PM you the names I dont know if I’m breaking any rules by posting them. Also called and used the directory to leave them voicemails.
...I again sent them emails in early/mid May and called them again.
NO reply via email or telephone.
Jun 12, 2019, 11:57 am
#126
Join Date: Jan 2010
Posts: 698
That is exactly what I did- addressed to female individual with the title is:General Manager, Customer Relations & Executive Centre
...and a separate one to a male: Managing Director, Call Centre & Customer Relations
Will PM you the names I dont know if I’m breaking any rules by posting them. Also called and used the directory to leave them voicemails.
...I again sent them emails in early/mid May and called them again.
NO reply via email or telephone.
you are missing my point
i suggested emailing or contacting one of the chief executives
general manager is not a chief executive
managing director of customer relations sounds like they are senior but they are not a chief executive and unfortunately that person did not respond
i would've contacted CEO/COO/etc
Jun 12, 2019, 12:00 pm
#127
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tcook052
AC forum mod.
Jun 12, 2019, 12:03 pm
#128
Join Date: Aug 2007
Posts: 82
I guess once AC has been chastised by the media in public, they have little incentive to deal with the individual customer - unless their PR department comes up with a brilliant idea how to turn the mud on their hands into gold with the help of a nice little make good for story.
Jun 12, 2019, 12:46 pm
#129
Original Poster
Join Date: Aug 2015
Location: YYZ
Posts: 57
you dont need to pm me the names
you are missing my point
i suggested emailing or contacting one of the chief executives
general manager is not a chief executive
managing director of customer relations sounds like they are senior but they are not a chief executive and unfortunately that person did not respond
i would've contacted CEO/COO/etc
you are missing my point
i suggested emailing or contacting one of the chief executives
general manager is not a chief executive
managing director of customer relations sounds like they are senior but they are not a chief executive and unfortunately that person did not respond
i would've contacted CEO/COO/etc
Lucie Guillemette
Executive Vice President and Chief Commercial Officer
Twyla RobinsonGeneral Manager, Customer Relations & Executive Centre
Anthony Pizzolongo
Director, Customer Relations & Executive Centre
https://www.aircanada.com/ca/en/aco/...raphies.html#/
Edit: should also mention I contacted the last individuals first. Then emailed executive VP (before going to the media). I am not naive to expect to be contacted by her and figured I would get a response from someone lower on the food chain assigned to the task from the higher ups. The fact is, NOBODY has contacted me.
Last edited by Blondie85; Jun 12, 2019 at 12:54 pm
Jun 12, 2019, 12:49 pm
#130
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@Blondie85
You've done what you can... just wait it out and let your legal team sort it out.
You're not the first here in saying how slow AC is with things, including similar legal matters as yours, and you won't be the last, unfortunately.
You've done what you can... just wait it out and let your legal team sort it out.
You're not the first here in saying how slow AC is with things, including similar legal matters as yours, and you won't be the last, unfortunately.
Jun 12, 2019, 2:41 pm
#132
Original Poster
Join Date: Aug 2015
Location: YYZ
Posts: 57
I’ve had the usual suspect of issues that arise when you fly: delayed bags/ cancelled or delayed flights/ overbooking but have never ruled out any airline as they have always made things right within their control.
Im not looking for a payday and anything I will get back will be minimal. At least the compensation for the car rental/8 hour drive and hard cold evidence that the flight was NOT overbooked (as I believe given the events its fair as I was well within the airline’s guidelines and had everything on hand to prove that even for the most junior AC employee).
If anyone can chime in...
In regards to what has transpired from me writing to them and asking for IBD compensation/questioning if the flight was overbooked.... also factoring in when Global News contacted them and the statement they gave. Is there some reason (or previous case) where they say would confirm the flight was indeed NOT overbooked. Is that something they can acknowledge? I just find it odd that they have chosen to just ignore me or not even bother to address my allegations. Wouldn’t that just be easier? (Don’t the privacy/legal aspect of that or if that is info are allowed to volunteer?)
Jun 12, 2019, 2:46 pm
#133
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I never thought I would say that but I’m just shocked how this has been handled since April 7th.
I’ve had the usual suspect of issues that arise when you fly: delayed bags/ cancelled or delayed flights/ overbooking but have never ruled out any airline as they have always made things right within their control.
Im not looking for a payday and anything I will get back will be minimal. At least the compensation for the car rental/8 hour drive and hard cold evidence that the flight was NOT overbooked (as I believe given the events its fair as I was well within the airline’s guidelines and had everything on hand to prove that even for the most junior AC employee).
If anyone can chime in...
In regards to what has transpired from me writing to them and asking for IBD compensation/questioning if the flight was overbooked.... also factoring in when Global News contacted them and the statement they gave. Is there some reason (or previous case) where they say would confirm the flight was indeed NOT overbooked. Is that something they can acknowledge? I just find it odd that they have chosen to just ignore me or not even bother to address my allegations. Wouldn’t that just be easier? (Don’t the privacy/legal aspect of that or if that is info are allowed to volunteer?)
Jun 12, 2019, 3:17 pm
#134
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Well... the first 6 words of my reply are accurate. Maybe the next 6 as well. But who knows whether you have a security file now, and what's in it.
Jun 12, 2019, 3:30 pm
#135
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Just a FYI in case you weren't aware: A run-of-the-mill IDB/VDB due to overbooking would imply that the IDB'd passenger would receive a denied boarding compensation receipt, and the subsequent compensation for the denied boarding, and then "re-accommodated" on a near-future flight. AFAIK, none of that occurred for you.
It isn't conceivable that AC would have a policy, official or back channel, to find people with borderline dogs to not-quite-IDB to save $1000. What you got here wasn't a well thought out conspiracy, it was a run of the mill power-tripping GA.