An Ancient Story
How many pages can be written about the inefficiency, the rudeness, the unmitigated gall of Air Canada?
I'm currently in Vancouver, on my way today to Naramata, via Penticton. The story unfolds like so:
I left Toronto last Thursday, and attempted to check-in using the self-service kiosk at the airport. The kiosk didn't recognize my Aeroplan number, nor my booking reference. So I had to get in the unbearably long line-up to get to an agent, who said that everything looked fine with my reservation. So she gave me my boarding card and I rushed off to security, now much later than I wanted to be. I look closer at my boarding card and see that I don't have the same seat that I paid 15 bucks for online when i made the reservation. Puzzled, I go to the gate agent, who is also puzzled, as she says that my original seat is still free, and she switches things for me.
Finally, things are back on track, except that I haven't eaten and have no time to get any food, so I have to (gulp) purchase from the on-board restaurant :-\
So here's where it gets good: last night, i attempt to check in from the little kiosk that is provided in my hotel. And I get the same message - to speak to a self-service agent (now there's a fun job title). So I decide to do the most dreadful thing imaginable: this morning, I call Air Canada, to try to resolve this dilemma. And the conversation (following a 20 minute wait) goes something like this:
- Good morning, Air Canada
- Hi, I'm in the middle of a trip and have been having problems checking in. I tried using the kiosks at the airport both in Toronto and in Vancouver, and they aren't recognizing my Aeroplan number, nor my booking reference.
- Well, it sounds like a problem with the kiosk
- No, I don't think so, I've tried using this at several kiosks and I get the same response each time.
- Well then, you just need to go to the check-in counter and they can help you there
- That's not going to help me with my ongoing issue though; clearly something is wrong with the system if it's not accepting my information
- Sir, you need to deal with this at the airport where the problem is occurring, you should try using another kiosk, or just go to the counter
- See, I don't think you're hearing me - it's not just about checking in, if the problem is happening at every kiosk I use, then there's something else going on
- I have your information here, and you are booked for a flight to Penticton this afternoon, so your reservation is fine.
- Yes I know my reservation is fine, I got through ok when I came here from Toronto, but there is still an ongoing problem in trying to check in
- Well sir, if the problem is happening at the airport, there's not much help I can offer you from this end.
- Well that's obvious, you've been no help at all, thanks for nothing!
And I do what i always do, hang up; I don't ask for her supervisor or to speak to another agent, or get her name. I get so angry that I can't think straight and just cut off human contact.
PLEASE don't offer me comments on "just don't use Air Canada anymore". I appreciate that they are a hell-sent demon meant to torment all travelers in Canada, but they are also the only option for certain dates and destinations.
I'm currently in Vancouver, on my way today to Naramata, via Penticton. The story unfolds like so:
I left Toronto last Thursday, and attempted to check-in using the self-service kiosk at the airport. The kiosk didn't recognize my Aeroplan number, nor my booking reference. So I had to get in the unbearably long line-up to get to an agent, who said that everything looked fine with my reservation. So she gave me my boarding card and I rushed off to security, now much later than I wanted to be. I look closer at my boarding card and see that I don't have the same seat that I paid 15 bucks for online when i made the reservation. Puzzled, I go to the gate agent, who is also puzzled, as she says that my original seat is still free, and she switches things for me.
Finally, things are back on track, except that I haven't eaten and have no time to get any food, so I have to (gulp) purchase from the on-board restaurant :-\
So here's where it gets good: last night, i attempt to check in from the little kiosk that is provided in my hotel. And I get the same message - to speak to a self-service agent (now there's a fun job title). So I decide to do the most dreadful thing imaginable: this morning, I call Air Canada, to try to resolve this dilemma. And the conversation (following a 20 minute wait) goes something like this:
- Good morning, Air Canada
- Hi, I'm in the middle of a trip and have been having problems checking in. I tried using the kiosks at the airport both in Toronto and in Vancouver, and they aren't recognizing my Aeroplan number, nor my booking reference.
- Well, it sounds like a problem with the kiosk
- No, I don't think so, I've tried using this at several kiosks and I get the same response each time.
- Well then, you just need to go to the check-in counter and they can help you there
- That's not going to help me with my ongoing issue though; clearly something is wrong with the system if it's not accepting my information
- Sir, you need to deal with this at the airport where the problem is occurring, you should try using another kiosk, or just go to the counter
- See, I don't think you're hearing me - it's not just about checking in, if the problem is happening at every kiosk I use, then there's something else going on
- I have your information here, and you are booked for a flight to Penticton this afternoon, so your reservation is fine.
- Yes I know my reservation is fine, I got through ok when I came here from Toronto, but there is still an ongoing problem in trying to check in
- Well sir, if the problem is happening at the airport, there's not much help I can offer you from this end.
- Well that's obvious, you've been no help at all, thanks for nothing!
And I do what i always do, hang up; I don't ask for her supervisor or to speak to another agent, or get her name. I get so angry that I can't think straight and just cut off human contact.
PLEASE don't offer me comments on "just don't use Air Canada anymore". I appreciate that they are a hell-sent demon meant to torment all travelers in Canada, but they are also the only option for certain dates and destinations.