AC gets one right; full marks to AC staff after multiple delays AC 865 LHR-YUL
Jul 26, 2019, 12:39 pm
#1
Original Poster
Join Date: Jun 2008
Posts: 39
AC gets one right; full marks to AC staff after multiple delays AC 865 LHR-YUL
Given all the bad experiences posted of late, I thought FT readers might be interested in one where AC seems to have gotten it right. I was recently scheduled to fly AC 865 LHR-YUL in PE, departing at 1405, with connection to YOW. (Direct flight has no PE.) Three times we attempted to take off, and three times the captain cut power after starting the take-off run. Captain and crew were great about keeping us well informed regarding what had gone wrong, and how they were attempting to solve the problem. After two attempts to fix things (computer issue, apparently) we were required by EU policy to deplane. By the time buses were organized to convey us to the terminal, it was 1800. AC distributed food vouchers as we deplaned, but also kept the ML lounge open (all other AC flights had departed), and even brought in fresh food. After we re-boarded. and experienced the third failed attempt, about 2030, the flight was finally cancelled. (Applause from passengers at that announcement.) Numerous AC staff were on hand to meet us as we again deplaned, re-entered the UK, and re-collected luggage. I was directed to the Hilton hotel connected to terminal 2. There, a buffet dinner was also provided at a fairly late hour. At that point I called the AC E50K line, answered after 20 minutes, and I re-booked through YYZ the next morning.
Even before cancellation I received a message from AC apologizing for the delay and providing a 30%-off code. The next day they followed up with a $500 flight credit, and further invited me to select the mandatory EU compensation of 600 Euros cash or 900 in credits. This morning I received a phone call once again apologizing, and providing me the code for the latter. Although it was clearly an equipment malfunction, and hence their responsibility, I thought that for once the response was very appropriate by all involved. Full marks for handling the situation competently and professionally. Pity that it can't always be like this.
Even before cancellation I received a message from AC apologizing for the delay and providing a 30%-off code. The next day they followed up with a $500 flight credit, and further invited me to select the mandatory EU compensation of 600 Euros cash or 900 in credits. This morning I received a phone call once again apologizing, and providing me the code for the latter. Although it was clearly an equipment malfunction, and hence their responsibility, I thought that for once the response was very appropriate by all involved. Full marks for handling the situation competently and professionally. Pity that it can't always be like this.
Jul 26, 2019, 1:18 pm
#3
Join Date: Oct 2015
Location: YVR TLS
Programs: Air France Flying Blue, Altitude SE-100k, AAdvantage, United Mileage Plus, WS rewards, BonVoy Titan
Posts: 912
Good report, thanx for posting. Communications is always so vital in these IROP events and even though it didn't mitigate the delays you were kept informed and most importantly "compensated"
Kudo's to the flight crew and ground staff!
Kudo's to the flight crew and ground staff!
Jul 26, 2019, 2:53 pm
#5
FlyerTalk Evangelist
Join Date: Feb 2000
Posts: 12,068
Discount code go something like this?
The maximum number of passengers per booking is 2.
The maximum number of allocations is 2.
An allocation is defined as a single passenger trip.
For Example - An Authorization Id with 2 allocations permits the following options:
1 Booking with 2 passengers.
2 Bookings with 1 passenger each.
Still have a few of these from last winters delays/cancellations
The maximum number of passengers per booking is 2.
The maximum number of allocations is 2.
An allocation is defined as a single passenger trip.
For Example - An Authorization Id with 2 allocations permits the following options:
1 Booking with 2 passengers.
2 Bookings with 1 passenger each.
Still have a few of these from last winters delays/cancellations
Jul 26, 2019, 4:52 pm
#7
Original Poster
Join Date: Jun 2008
Posts: 39
Yes, discount code is one booking for 2 or two bookings for 1, valid 12 months. Agreed that status and PE fare probably had something to do with the level of compensation, but professional treatment obviously applied to all pax. Sadly, i have also witnessed total chaos in such situations, which is why i was pleasantly surprised.
Jul 26, 2019, 6:28 pm
#8
Join Date: Nov 2013
Programs: AA Lifetime Platinum; Amex Plat; Four Seasons; Fairmont; HH; etc.; "Retirees-In-Training"
Posts: 658
Yes, discount code is one booking for 2 or two bookings for 1, valid 12 months. Agreed that status and PE fare probably had something to do with the level of compensation, but professional treatment obviously applied to all pax. Sadly, i have also witnessed total chaos in such situations, which is why i was pleasantly surprised.
All of those are too frequent these days.
This is really nice.
Thanks for sharing.
GC
Jul 27, 2019, 9:06 am
#9
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,719
The one time I experienced a serious problem on AC longhaul (LHR-YOW 767, aircraft malfunction on climbout, return to LHR with equipment standing by), everyone at AC was terrific. The captain and FO toured the cabin after touchdown to answer questions, and when we finally reached YOW hours late, I was met on the jetway with hotel / food vouchers and a BP for a new connecting flight first thing next morning. I was truly impressed, as day-to-day anecdotal coverage of AC, here and other places, is so scathing when it comes to customer service and service recovery.
Jul 28, 2019, 12:13 am
#11
Join Date: Jun 2012
Location: YYT
Programs: AC P25
Posts: 269
Might this thread actually belong under a scary incident over Winnipeg?
since when are three aborted take-offs something to celebrate?
after the first de-boarding no way would I be getting on this aircraft again !
maybe the exceptional attention by ground staff might really be Toronto ops control trying to deflect attention from the risk passengers faced here.
ps...EC courts have ruled that mechanicals are actually foreseeable events, reflecting insufficient maintenance practices before departure. May be a passenger on this flight should be making a complaint to Transport Canada about what happened here.
since when are three aborted take-offs something to celebrate?
after the first de-boarding no way would I be getting on this aircraft again !
maybe the exceptional attention by ground staff might really be Toronto ops control trying to deflect attention from the risk passengers faced here.
ps...EC courts have ruled that mechanicals are actually foreseeable events, reflecting insufficient maintenance practices before departure. May be a passenger on this flight should be making a complaint to Transport Canada about what happened here.
My IRROPS experiences with AC have been above average to horrific, so it’s nice to hear that exceptional exists.
Jul 28, 2019, 2:29 am
#13
Join Date: Jun 2012
Location: YYT
Programs: AC P25
Posts: 269
there are procedures for this kind of thing to bring greater attention. If you have some evidence that ac isn't following those procedures I would be happy to rethink my position, but I wouldn't rush to condemn them based on my armchair knowledge base.
Last edited by tcook052; Jul 28, 2019 at 5:43 pm Reason: edit quote