Air Canada Double Charged for Flight cant find, Internet

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.

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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:

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

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

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