• Report: #728158

Complaint Review: Air Canada

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  • Submitted: Wed, May 11, 2011
  • Updated: Thu, May 12, 2011

  • Reported By: toggle57 — Mississauga Ontario Canada
Air Canada
Internet United States of America

Air Canada Double Charged for Flight cant find, Internet

*Author of original report: Like you know me

*Consumer Comment: Your right...

*Author of original report: We disagree, get over it.

*Consumer Comment: Not how it works.

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The report below is an email chain between me and an Air Canada representative named Rick that handled my complaint report. Because it is sourced from email it should be read from the bottom upwards.

//////////////////////////////////////////////////////////

Rick,

I was told no such thing when speaking with US Airways, simply the incremental cost of $1100 to change the ticket - so the rest of your explanation (while informative) does little to help me.

Lastly... and just to be precise... it is not that Air Canada is "unable" to offer me compensation... they are "unwilling" to offer compensation. More semantics to be sure... but it leaves me thinking I understand Air Canada's position only too well.

How difficult would it have been for Air Canada to simply offer a future flight credit and maintain a customer? I will be sure to let my wallet speak for me in future, as I have some choice which airlines I fly with.

Your response is unsatisfactory,

Bill G,

On 5/10/2011 6:31 PM, support@help-aircanada.com wrote:

===============================================================
Please do not change the Subject Line - Veuillez ne pas modifier le Sujet de ce courriel
===============================================================

Dear Mr. G:

I apologize for the confusion. Had your original ticket been exchanged, the value of the unused flights would have been deducted from the cost of the new ticket purchased. Unfortunately, you would still be subject to a change fee and difference in fare since the new cost is determined by the availability of remaining flights to destination. Each airline's flights have several different fare levels, priced from low to high. Each price level is allocated a specific number of seats, and as the lowest priced fares always sell out the quickest, the next seats available are priced at the next higher level. For this reason, last minute purchases usually mean higher prices as the lower fares are often sold out.

Respectfully, we are unable to offer compensation in this instance and we hope you will understand our position. We do thank you again for this opportunity to review your concerns.

Sincerely,

Rick

------   Previous Message   ------
From: bill@withheld.com
To: support@help-aircanada.com;
Sent: 10/05/2011 07:16:32 PM

Subject: Issue#:ABDA-AY6M0M:05/08/2011 20:46:13:Double charged for missed flight.

Rick,

I do not understand what you mean by "would have utilized the value of the original flight segments".

I was told that the *incremental* cost to change my ticket by US Airways was more than $1100 dollars. The cost to buy a completely new ticket at Air Canada was just over $1000. The choice of what I should have done is simple math.

Charging "same day" prices to a customer for a new ticket when one knows that it is actually a replacement ticket (for which one has already received full payment) is simply wrong.

I appreciate that you have forwarded my complaint to US Airways. Am I to assume that you consider this matter closed and that no compensation will be forth coming from Air Canada?

Bill G,

On 5/10/2011 2:29 PM, support@help-aircanada.com wrote:

===============================================================
Please do not change the Subject Line - Veuillez ne pas modifier le Sujet de ce courriel
===============================================================

Dear Mr. G:

Thank you for your follow up email.

While I acknowledge that you contacted USAir, an exchange of their ticket would have been a simple process for them and would have utilized the value of the original flight segments.

Respectfully, regulations governing most fare types stipulate that although re-issuing is permitted, any additional fare calculated at the time of re-booking will be charged. Any assumptions as to the cost of flight changes should be avoided as only the actual price at the time of re-booking will apply, and our employees are unable to manipulate these
additional fees. Rules applicable to each ticket determine the associated costs involved when flight changes are made, as does fare availability at the time of re-booking.

We appreciate your continued patience in this matter while you await USAir's response.

Sincerely,
Rick

------   Previous Message   ------
From: bill@withheld.com
To: support@help-aircanada.com;
Sent: 10/05/2011 05:32:34 PM
Subject: Issue#:ABDA-AY6M0M:05/08/2011 20:46:13:Double charged for missed flight.

Rick,

As I stated in my original email to you US Air *WAS* contacted and their charge to modify the existing booking was over 1100 dollars... which iswhy they advised me to ask what Air Canada could do for me.

I continue to assert that regardless of how this ticket was purchased (and the associated semantics) I have been massively overcharged and feel taken advantage of by Air Canada.

In my view the airlines should consider the *context* under which a "new" ticket is issued and charge appropriately - I simply got the shrugged shoulders and the "Nothing we can do" speech.

Bill G,

On 5/10/2011 12:56 PM, support@help-aircanada.com wrote:

===============================================================
Please do not change the Subject Line - Veuillez ne pas modifier le Sujet de ce courriel
===============================================================

Dear Mr. G:

Thank you for contacting our office.

We regret the difficulties you encountered at the San Francisco airport on May 7th. As your ticket was issued on USAir stock, USAir should have simply processed an exchange of your unused ticket and re-booked you onto the next available flight(s) between San Francisco and Toronto. Although, a change fee and additional collection would still be required, this would have eliminated the remaining unused segments you now have on their ticket - 0375148321309.

Mr. G, I have taken the liberty of forwarding your file to USAir for review, handling and requested that they respond directly to you. Should you wish to contact USAir, I have included a link to their
Customer Relations Dept. as follows:

http://www.usairways.com/Forms/CustomerRelations.aspx

Sincerely,
Rick

------   Original Message   ------

From: bill@withheld.com
Sent: 08/05/2011 08:46 PM
Subject: Double charged for missed flight.

On May 7th at 6am I was scheduled to fly from SFO, stopping at Denver, and then arriving in YYZ Toronto. Unfortunately I misread my itinerary and only saw the departure time of the Denver to Toronto flight... so I ended up arriving at SFO late and missed the flight. This is clearly 100% my fault and I accept full responsibility for this.

I had purchased my tickets through Expedia, and the flight described above was my return flight... I had flown from Toronto to San Franciscoon April 24th with US Airways.

When I arrived late in San Francisco on May the 7th and realized my error, I immediately contacted Expedia, who advised me to contact US airways - as they apparently "owned" the booking. US Airways advised me that a rebooking would cost upwards of $1100 and suggested I contact AirCanada because they (US Airways) had a 2 hour policy on late arrivals,
and perhaps Air Canada would have a similar policy and be able to help me. US Airways also told me that a ticket from SFO to YYZ should cost about $273 dollars.

When I got to the Air Canada desk I was advised that because my tickets were purchased through a 3rd party that there was nothing they could do but issue a brand new ticket, and that the price of this new ticket would be at the rates that anyone would pay wanting to purchase a same day flight - No consideration would be given to the fact that I had already paid for a missed flight.

As a result I paid Air Canada approximately $300 for the original missed flight, and another 1000 for the same day flight. I consider this treatment outrageous, and heres why.

1. While I fully understand that purchasing a same day flight should demand a price premium - the context of that ticket purchase should be considered. This was a missed flight re-issuing of a ticket and is NOT the same thing.

2. The excuse that I used a 3rd party (Expedia) is just "semantics" from a customer perspective. All I will remember as a result of this experience is that when I was stuck in an airport that it was Air Canada that took advantage of my situation.

I am requesting a full refund for the second flight ticket, either in cash of future flight credits. I trust this letter will find its way to a person who is authorized to make this kind of decision.

Sincerely,
William G

This report was posted on Ripoff Report on 05/11/2011 03:39 PM and is a permanent record located here: http://www.ripoffreport.com/r/Air-Canada/internet/Air-Canada-Double-Charged-for-Flight-cant-find-Internet-728158. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 2Consumer 0Employee/Owner
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#1 Author of original report

Like you know me

AUTHOR: toggle57 - (Canada)

Missing the original flight is 100% my fault.

What I was looking for was a rebooking of an existing prepaid ticket. Not a reissuing of a new one. This happens all the time, when tickets are purchased directly from the airlines... so clearly there is recognition even from the Airlines that it is not the same thing.

Furthermore, I even recognize that some penalty or premium is appropriate in my case. But 3 times the original fare is not appropriate.

I am exercising the same right that everyone who feels unreasonably treated can - registering a complaint. The other folks who miss flights and don't complain are simply choosing not too (for their own reasons - not necessarily because they feel fairly treated).

You can continue to make claims (like you know me) that I feel special or above taking responsibility... you are certainly right about not being able to change my mind.


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#2 Consumer Comment

Your right...

AUTHOR: Robert - (U.S.A.)

All of the answers to your questions are in my original post.
-
In your original post you admited that it was 100% YOUR FAULT that you misread the itinerary.  Yet you want someone else to compensate you for your mistake.

1. While I fully understand that purchasing a same day flight should demand a price premium - the context of that ticket purchase should be considered. This was a missed flight re-issuing of a ticket and is NOT the same thing.
- Of course you don't think it is the same thing.  You think you are special and should be the exception to the rules that everyone else follows because you are not like everyone else who misses their flight. 

You can disagree with it all you want, and nothing written by anyone who disagrees with you is going to change your mind.  But if you think you can go through life and make mistakes(which everyone does), and then have someone else take the responsibility for them you are going to have several very tough times.
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#3 Author of original report

We disagree, get over it.

AUTHOR: toggle57 - (Canada)

All of the answers to your questions are in my original post. Put simply, I disagree with you. Get over it.

And that goes for all the other hard line trolls out there.
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#4 Consumer Comment

Not how it works.

AUTHOR: Flynrider - (USA)

  I'll assume that your original ticket was a non-refundable bargain ticket, both because of the low price and that fact that they didn't offer to change the original.    That's what happens when you buy a non-refundable ticket.  If you don't show up, it's gone.  If you don't want to take that risk, you should spend more on refundable tickets.

  As for the price of a same day ticket, why do you think Air Canada should give you a break on the price?   They had nothing to do with your missing the original flight.   The revenue they made on your original $300 ticket went to pay for expenses on the flight you missed.  In case you weren't aware, the non-refundable tickets are sold so that an airline can guarantee a certain amount of income going towards the expenses of a particular flight.   It doesn't matter if you weren't on board. 

   In short, when you missed the first flight, as far as the airline was concerned, it was the same as if you'd made the first flight.  The second ticket was not a "replacement ticket" is was a brand new same day ticket.

"it is not that Air Canada is "unable" to offer me compensation... they are "unwilling" to offer compensation."

  Of course they are unwilling.  Compensation implies that they owe you something.  They do not.  

  I see this happeing more and more as people act as their own travel agent.  They make mistakes that a travel agent wouldn't normally make (i.e. a real agent would have printed you a nice, clear, concise itinerary).  Then they want to be compensated.   Not going to happen.

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