[gar_net]

Here is what I sent to Air Canada, hope I get something back from them:

Let me start with some context before telling this unpleasant story.

Our 11 month baby girl was diagnosed by the doctors at Toronto Sick Kids hospital with infantile spasms, and brain injuries. She is 11 month old but still cannot lift her head due to the injury and developmental delays. Basically, she is being treated by the doctors as a person with disability.

We decided to send Mom and baby to Beijing to see doctors there and get some 2nd opinions after we learned from doctors here there is nothing much they can do. Unfortunately I cannot go with them for work reasons.

We paid extra $240 after we booked the flight to make sure we get a seat with ample room for Mom and baby, we got seat 30G. And, as a frequent traveller myself, I told wife that for sure the friendly Air Canada staff would help her on the way based on my past experience and impression, she should not have to worry too much travelling with baby alone.

However, when I talked to wife after they arrived in Beijing, I learned some shocking things happened on the plane:

First of all, before boarding the plane, the staff refused to help her fold the portable stroller, she had to ask another passenger which was a total stranger to help her hold the baby so that she can fold the stroller and pass to your staff.

After that, the staff refused to help her carry the small dipper bag to her seat, she struggled and hurt baby's back during the short walk, baby suffered and started crying really bad.

Once she got to her seat (30G), she realized that there was not much extra room at all (which is not what I was told when I called Air Canada for extra reservation and paid for). And the flight attendant again, in a not friendly tone, told her there is no way she can put baby on the floor at any time during the flight, and there's not much they can do.

During the flight, the temperature in the cabin got really low, she asked for blanket to wrap the baby and cover herself, the flight attendant provided one blanked upon request, but ignored her request on the 2nd blanket even after she buzzed a few times. She was basically holding the baby and sobbing, to the point the passengers sitting by her got outraged and told her she should file official complaints to Air Canada for the poor treatment.

As a frequent traveller myself, I understand the job in the air is stressful, I understand many passengers don't really behave, and/or deserve all the respect, especially when you flying to a 3rd world country, I understand there are probably lots of policies around what can or cannot be done, and I also understand nothing is perfect. HOWEVER, none explains the poor services wife and baby received, where fundamentally showed your staff simply don't care, and extremely COLD. I am a sales guy, I know there is million ways to say no without hurting people's feeling, unfortunately, your staff don't seem to know.

Neither me nor wife are the type like to complain, we are good citizens following rules and do things that make common sense. And we expect others to do the same and show respect. This whole trip with Air Canada has turned out to be TOO MUCH! What would you say if it is your family members go on a already stressful trip seeking medical help overseas and have a GREAT start like this????

I would demand and insist someone to look into the matter and provide some comments/resolution, will call your Complaint Resolution Official (CRO) as well to discuss details. Simply put, no passenger deserve this kind of service, and I will do my part to help make sure it does not happen again, whatever it takes.

Wish me luck.....