[marsjanco]

I have been in an argument with a Dave Jones from AC 'customer realtions' for over a month now. I am listing below a detailed version fo the email sent, followed by his reply. His follow up replies just continue to state AC position remains 'unchanged'. I have sent out an email executive carpet bomb as well, and am really wanting to punish AC now:

Upon arrival at Newark airport, I was informed my flight to London via Toronto had been canceled. This was despite my checking the website constantly before leaving for the airport ( a 2 hour drive away), and signing up for the SMS text messaging service (I, to this date, have still never received an sms telling me the flight I was booked on was canceled).
I was told I could be booked on a flight via Montreal which would get me into London at the same time as flying via Toronto. I agreed to this flight, and the lady then told me I would not be able to get my Kosher meal, so I ordered vegetarian. This request was approved.

At the gate, I waited for the best part of 2 hours before hearing my name being announced for presentation at the gate. I arrived at the gate and was told the flight had been delayed and they could now book me on the 10:55 p.m. flight to London from Montreal as it was unlikely I would make the 7:45 flight to London. This was completely unacceptable to me, as I had prior arrangements for the whole day and asked what else could be done. She told me 'nothing' in an extremely rude manner, and I suggested perhaps she could speak to some other airlines to see if Air Canada could make some arrangements to get me to my destination at the planned time. She refused to do this, and instead offered that I 'go and collect my baggage, walk to the international terminal, present my AC ticket to all the different airlines, hear them all tell me no, and then come back to AC by which point I will have missed my flight to Montreal as well.' I was absolutely astounded at the rudeness of the disinterested woman behind the desk, and asked for the supervisor. Of course, no one was available to speak to me, and instead another AC 'customer service relations' person came to sit behind the desk. When I informed her of my displeasure with the situation, I was told I was 'foolish for booking an afternoon flight out of Newark when EVERYONE knows there are ground delay programs in effect, and if I wanted to get to my destination on time I shouldn't have flown on AC from Newark in the afternoon and she gets hundreds of people in the same situation as me every day.' When I pointed out I wasn't advised this at time of booking, I had some papers shoved under my nose as 'proof'. Whilst I continued to stand and argue with them, they started tapping away on the computer and I thought they were helping me. I stood there for ten minutes, completely ignored, until, to my horror, the woman looked up again and asked 'what are you waiting for??' I would like to mention these individuals by name, however, neither one of them were wearing name tags and they refused to give me their names.
Fortunately, despite their assurances to the contrary, I made the 7:45 p.m. flight to London.
The situation onboard from Montreal to London did not get any better. I was not given a vegetarian menu, and was told if I had wanted one I needed to book 48 hours before. I tried to explain and show my ticket and the man steward said 'you could have 50 tickets with vegetarian menu written on but it wouldnt make a blind bit of difference. If you wanted a vegetarian meal you should have ordered one 48 hours before.' The gentleman next to me was so shocked with the rudeness in which I was spoken to that he asked the steward to be polite next time he addressed me. As this point, I had gone without food for 7 hours as I had not brought anything as I had been assured a vegetarian menu. When the breakfast eventually came round, I asked for a simple yoghurt. The steward tried to put a whole snack pack infront of me, although I told him I was Jewish and unable to eat non -kosher meat. He got very upset upon hearing that I wanted only a yoghurt without the snack pack and said very loudly and rudely 'if you can't eat the snack pack, how can you eat the yoghurt.' Again, I mentioned I did not understand the need for rudeness, and declined to take a yogurt at that time. Of course, in true AC fashion, the man also was not wearing a name tag and refused to divulge his name.

I Would like to say this was the end of my nightmare that was traveling with AC. It was not. Upon arrival at LHR, I noticed my baggage did not appear to be coming round. I was told to keep waiting and waiting, although I had expressed I was in a hurry. Finally after 1 hour of waiting, I insisted someone check where my baggage was. It had not made the journey, and I was told AC would deliver it but I would need to wait in all day for it.
My queries to AC are as follows.
1) Why advertise and allow booking on a flight that never takes off, according to your staff?
2) Who gives your staff the right to be so rude to the very people who indirectly pay their salary?
3) Why was I promised, and ticketed, with a Vegetarian meal when none arrived?
4) Why was no one waiting for me to advise me my luggage didn't make the flight resulting in a total waste of my time, the person picking me ups time and an added increase in parking costs due to AC negligence?

Dave jones reply:
Dear Ms. xxx:

Thank you for your email. We appreciate the time you have taken to write to us and are pleased to address your concerns. On behalf of Air Canada, I offer my sincere apologies for the inconveniences that you experienced.

We are truly sorry to learn of the difficulties you experienced on September 10. We are aware that our operation is judged primarily by the image and service of our public contact personnel. All employees are expected to perform their duties in a courteous, friendly and efficient manner with a full appreciation of our customers' needs. Air Canada recognizes the value of customer satisfaction and therefore, we continually monitor and address the performance levels you should expect to receive from us.

The attitude displayed by some of our agents in Newark is most regrettable and we apologize. Some of the information you were advised was not factual or misleading and the agent who advised you that a vegetarian meal could be provided on the Montreal to London flight was incorrect. The statement given by the In-flight onboard was factual but certainly not provided in a courteous and professional manner. We are glad that despite the initial delay you were able to arrive at your destination London at the approximate time of your original flight. We are disturbed to learn of the problems you have encountered with the processing of your baggage. The methods we employ to handle our customer’s property are designed to prevent situations such as this, however, we are not always successful in
doing so. Your concerns will be included in reports sent to the Customer Service Managers at the Newark and London airports as well as the In-flight Service Manager for internal review.


Once again, we sincerely regret the inconveniences you have encountered and assure you we are working hard to earn your continued loyalty.

Sincerely,

Dave Jones

Mr Jones has refused to offer me any compensation or refund towards travel. What a pathetic excuse for an airline. I am thinking of suing in a small claims court for discrimation, and money taken without providing a proper service.