Question: Misconnected at YYZ, full of confused people, no help, can't get thru, what to do?
Jul 1, 2019, 7:38 pm
#31
Join Date: Apr 2000
Posts: 3,125
I think it's reasonable to expect an airline to provide basic rebooking information at no additional charge.
Jul 1, 2019, 7:54 pm
#32
FlyerTalk Evangelist
Original Poster
Join Date: May 2001
Posts: 10,967
OP- thanks for sharing the experience.
Did you try to rebook yourself via the AC IRROP web tool and got the error? AFAIK, award ticket shouldn't matter as you have an AC locator. I always try web first, then phone, then stand in line... If the web tool isn't working, then it truly is org incompetence vs staff at one particular airport.
Did you try to rebook yourself via the AC IRROP web tool and got the error? AFAIK, award ticket shouldn't matter as you have an AC locator. I always try web first, then phone, then stand in line... If the web tool isn't working, then it truly is org incompetence vs staff at one particular airport.
I left almost 3 hours at YYZ - even enough time to catch the next-to-last flight to YUL if my incoming was on-time. My original YYZ-YUL flight also had a late inbound and ended up left late. However, it still showed on-time when I got to YYZ and had to make a decision.
The www.aircanada.com/cancelledflight thing did not work for me. It said my itinerary was not eligible but I did not meet any of the disqualifying reasons listed (group, SSR, AC Vacation). As I mentioned, the connecting segment was not in my PNR for some reason (but the first segment was). I suspect the segment was removed by the GA of my original YYZ-YUL flight since I suspect it was oversold.
I also got 2 additional phone numbers that is not the standard 888-AIR-CANA number. Tried all 3 and got nowhere.
My understanding was that YYZ-YUL on Sunday was heavily booked because of the problems. The SE agent said if I did not get my WL flight, the earliest confirmable flight was "much later" on Sunday. Since I was #2 on the WL, I thought I could get on. It took some convincing for them to help me so I didn't want to push my luck to ask her to confirm me also.
I guess I still don't understand how they can funnel their biggest hub's rebooking to agents who are not there all the time and grossly under-staff the position (there were 4 positions but only 2 were staffed Sunday morning).
Oh, the other strange thing... US carriers are not responsible for weather and ATC delay hotel/meals. It seems AC was? On my shuttle to the hotel, a bunch of people were from PHL and missed their connection because of weather. They all had vouchers!
At least I made it and was able to attend the Canada Day activities today!
Thanks.
Jul 1, 2019, 9:28 pm
#33
Join Date: Feb 2005
Posts: 7,156
Whether to purchase On My Way or not is a personal choice.
If one wants to save a few $$ and plays the lottery but loses, one should just be patient and wait for one's turn to get service.
As it has been pointed out here many times before, travel insurance will cover the incidental out-of-pocket expenses caused by the missed connection, it would not help you to get to an AC customer service agent any faster. Only OMW gives you priority access to an AC customer service agent. Available seats are always on a first come first get basis.
If one wants to save a few $$ and plays the lottery but loses, one should just be patient and wait for one's turn to get service.
As it has been pointed out here many times before, travel insurance will cover the incidental out-of-pocket expenses caused by the missed connection, it would not help you to get to an AC customer service agent any faster. Only OMW gives you priority access to an AC customer service agent. Available seats are always on a first come first get basis.
Jul 2, 2019, 1:01 am
#34
Join Date: Feb 2004
Location: USA
Programs: AC SE100K, F9 100k, NK Gold, UA *S, Hyatt Glob, Bonvoy Titanium
Posts: 5,194
They function more as independent travel agents and will book you on the next flight, (almost) any airline even competitors paid ticket. Unlike an AC hotel voucher, they can book many other hotels just not a low contracted rates sometimes far away from the airport.
Jul 2, 2019, 5:06 am
#36
Join Date: May 2003
Programs: UA Silver
Posts: 1,931
Interesting experience at YTZ so it was all worth the trouble (but lost a day to attend all the activities in Montreal). Even with a cancelled flight, my YTZ-YUL flight was not full.
What I am really curious are the following:
4 - how can there be no rebooking agent at the entire airport during a big IRROP? Did someone screw up or this is really how they do things?
Thanks.
What I am really curious are the following:
4 - how can there be no rebooking agent at the entire airport during a big IRROP? Did someone screw up or this is really how they do things?
Thanks.
Last edited by respectable_man; Jul 2, 2019 at 5:20 am
Jul 2, 2019, 5:29 am
#37
Join Date: May 2015
Location: EXT, sometimes NYC/LON/YQT
Programs: Aeroplan, SPG/Marriott, Radisson Rewards
Posts: 774
OMW is all nice and dandy, except I can hardly ever purchase it, since it is not available to/from international destinations. What if OP had misconnected from CDG, for example. It's not a solution; even if I was willing to buy it, AC will not sell me it.
Jul 2, 2019, 6:43 am
#39
Join Date: Mar 2011
Location: Canada
Programs: Star Alliance G*, Marriott Bonvoy Titanium,
Posts: 3,585
connecting @ YYZ
Two FTs have raised YTZ. IMO, that is irrelevant.........
Misconnects @ YYZ have become endemic due to AC's successful efforts to sell tix. with a YYZ connection and inadequate staffing. I wish they would announce these en route. No surprises? Increasingly, rebooking is done online.
As a UA G* myself, I would be inclined to call them first. They can re-book based on priority status.
Misconnects @ YYZ have become endemic due to AC's successful efforts to sell tix. with a YYZ connection and inadequate staffing. I wish they would announce these en route. No surprises? Increasingly, rebooking is done online.
As a UA G* myself, I would be inclined to call them first. They can re-book based on priority status.
Jul 2, 2019, 7:11 am
#40
FlyerTalk Evangelist
Original Poster
Join Date: May 2001
Posts: 10,967
Two FTs have raised YTZ. IMO, that is irrelevant.........
Misconnects @ YYZ have become endemic due to AC's successful efforts to sell tix. with a YYZ connection and inadequate staffing. I wish they would announce these en route. No surprises? Increasingly, rebooking is done online.
As a UA G* myself, I would be inclined to call them first. They can re-book based on priority status.
Misconnects @ YYZ have become endemic due to AC's successful efforts to sell tix. with a YYZ connection and inadequate staffing. I wish they would announce these en route. No surprises? Increasingly, rebooking is done online.
As a UA G* myself, I would be inclined to call them first. They can re-book based on priority status.
Everyone from FA to GA meeting the flight to the connection agents to the check-in counter is focused on kicking the can down the road to the rebooking people who are either not there or are overwhelmed.
As a UA *G, we have no access to their elite lines. Calling regular lines in an IRROP is useless as you can't get through quickly - many also do not have Canadian roaming on their phones so it can be costly. AC is essentially in IRROP the entire time now with the 737 MAX problems.
UA App marks your PNR in IRROPS and lets you do a lot of stuff with it. In my case, not only the App was useless, the aircanada.com/cancelledflight site also did not work. As I said earlier, I suspect my YYZ-YUL segment was removed by the GA for that flight since it was oversold.
Jul 2, 2019, 8:40 am
#41
Join Date: Mar 2011
Location: Canada
Programs: Star Alliance G*, Marriott Bonvoy Titanium,
Posts: 3,585
what to do??
Dude, you asked for advice on what to do? Then you argued about my suggestions?
Do me a favour............if you don't want the advice, don't ask for it. Please.
Do me a favour............if you don't want the advice, don't ask for it. Please.
Jul 2, 2019, 9:57 am
#42
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,803
May be, maybe not? My point remains, if you "unbundle" that service, most people will elect not to pay for it... So they don't seem to agree with you, no? Of course these folks are not your typical FT demographics. But can you blame airlines when they oblige? AC's financial results seem to strongly correlate with the race to the bottom. What does that tell you? (And no, I don't own stock, and I don't necessarily like it. But reality is reality. And it won't go away any time soon.)
Jul 2, 2019, 12:07 pm
#43
Join Date: Aug 2010
Posts: 3,130
May be, maybe not? My point remains, if you "unbundle" that service, most people will elect not to pay for it... So they don't seem to agree with you, no? Of course these folks are not your typical FT demographics. But can you blame airlines when they oblige? AC's financial results seem to strongly correlate with the race to the bottom. What does that tell you? (And no, I don't own stock, and I don't necessarily like it. But reality is reality. And it won't go away any time soon.)
This "Pax are cheap" narrative is getting old now. Other airlines have better service recovery without resorting to this level of nickel and diming. Maybe it's time to stop clutching at those well worn straws and attribute responsibility to the only actor with any power to dictate outcomes in these situations: AC.
I mean, "self-congratulating profitable airline lacks resources to provide basic services" is more accurate than "Pax are cheap" here. But acknowledging that admittedly requires one to give up some dogmas. Which can be difficult.
Jul 2, 2019, 12:15 pm
#44
Join Date: Apr 2015
Location: YVR
Programs: UA Premier Platinum
Posts: 3,759
May be, maybe not? My point remains, if you "unbundle" that service, most people will elect not to pay for it... So they don't seem to agree with you, no? Of course these folks are not your typical FT demographics. But can you blame airlines when they oblige? AC's financial results seem to strongly correlate with the race to the bottom. What does that tell you? (And no, I don't own stock, and I don't necessarily like it. But reality is reality. And it won't go away any time soon.)
Every airline in the world provides, or at least claims to provide, timely rebooking assistance to passengers during IRROPs. It's unreasonable to expect Air Canada passengers to be responsible to know that Air Canada apparently will not do this except for an extra surcharge, which is payable at booking and only on a small subset of itineraries (within NA) and when booking directly with Air Canada.
If Air Canada wants to unbundle to this extent it's their right to do so but it should be done in a way that is clear, consistent and understandable for passengers, and OMW is none of that.
The large portion of travelers who book through Air Canada's authorized agents may not even be aware of the existence of OMW.
International itineraries aren't eligible for OMW.
OMW does not even help with tasks that can only be completed by an airport agent.
OMW is marketed as a convenient add-on not a basic requirement for acceptable service.
Jul 2, 2019, 4:52 pm
#45
FlyerTalk Evangelist
Original Poster
Join Date: May 2001
Posts: 10,967
Two FTs have raised YTZ. IMO, that is irrelevant.........
Misconnects @ YYZ have become endemic due to AC's successful efforts to sell tix. with a YYZ connection and inadequate staffing. I wish they would announce these en route. No surprises? Increasingly, rebooking is done online.
As a UA G* myself, I would be inclined to call them first. They can re-book based on priority status.
Misconnects @ YYZ have become endemic due to AC's successful efforts to sell tix. with a YYZ connection and inadequate staffing. I wish they would announce these en route. No surprises? Increasingly, rebooking is done online.
As a UA G* myself, I would be inclined to call them first. They can re-book based on priority status.
What you said is the sensible thing to do but contradicted with my experience this time where employees just kicked the problem downstream, online re-booking did not work and I could not get through on the phone.