[jeneil]

When we arrived at Bradley Airport in Hartford the Air Canada representative immediately warned us that our connection in Montreal was in jeopardy due to mechanical problems. He told us that hew would know for certain in 30-45 minutes and for us to return to the counter at that time. When we returned he was not there, in fact no one was there. We went to the gate and waited at least 30 minutes for him to appear. When he did he told us the repair was being done and we would depart in 45 minutes or so. At that time we knew we would most likely not make our connection so I asked him what our options were. He relayed to me that it was too late to redirect us. This was and remains totally unacceptable.

What should have occurred in Hartford, and would have occurred on other airlines, was that the AC representative should have been prepared when we arrived to offer us alternatives which could have included a flight to New York or Philadelphia to connect to a Paris flight that evening, The planes that fly from Hartford and Providence to Toronto and Montreal are small with a capacity of only 20 or less. He had access to our itinerary and should have been totally prepared when we arrived.

As it turns out, the Hartford Air Canada representative’s ineptitude paled in comparison to the rude Air Canada staff at the ticket counter in Montreal. Their attitude is an embarrassment to Air Canada. They offered nothing beyond the bare minimum. And the bare minimum was not nearly enough. We we booked at the Hilton Garden Inn and given vouchers for only two meals, not the three we needed. Further, the dinner voucher was for only $15.00! The menu at the hotel had appetizers for $15.00 and the average dinner was $25.00-$30.00 plus drinks and desert. To further add fuel to the fire the breakfast voucher was only $7.00! The breakfast buffet was $14.75. I find it impossible to believe that Air Canada does not know this. This too, is totally unacceptable.

When we arrived at the airport the following day we tried to have Air Canada personnel get us on to an Air France flight that would have gotten us to paris two and one-half hours earlier, not great, but better. We were told it could not be justified! And I thought I had heard it all, but in all my years to traveling, that was quite something.

This trip was a bit of a trip of a lifetime. We were visiting one daughter in the midst of a semester abroad and another on a school trip of 10 days. The loss of a day that we should have been spending with children was big, very big. It caused issues and inconvenience and expense with lost hotel accommodations and the loss of a reserved rental car.

Now, we have both travelled enough to know that things do happen and connections are occasionally missed, however, when the missed connection is totally the fault of the airline (and not the weather or the airport) it is imperative that the airline take care of those passengers that have been inconvenienced. Air Canada did nothing. Air Canada offered nothing to ease the pain and the inconvenience caused by its own problem.

Further, to make matters worse, the system for contacting Customer Relations is impossible. As you know there is no way for a customer to reach you immediately, when it is needed most. That is extremely customer unfriendly and very frustrating. I have been a passenger on Air Canada flights before over the years and had always held the airline in high esteem, that has changed unfortunately.

I wrote to them 6 weeks ago, and still have heard nothing.

Avoid this airline.