Air Canada communication over cancellations frustrating for travellers

Airports across Saskatchewan sat virtually empty on Saturday after Air Canada flight attendants walked off the job, disrupted many people’s travel plans.

One family from Prince Albert who travelled to Ottawa for a vacation, have found themselves scrambling to find a way home.

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PaNOW reporter Nigel Maxwell and his daughter were supposed to fly back to Saskatchewan on Saturday night, but found out on Saturday morning their flight was cancelled.

“I’ve been following the Air Canada updates because there’s a mobile app,” he said. “Up until (Saturday) morning my flight was still green lit,” he said.

Maxwell said it was frustrating because he was watching other flights get cancelled and he just wanted to know if he was good to go.

“You still want to get your refund, and make sure that you’re eligible for compensation,” he said.

“You’re having to wait until after your flight is officially cancelled, meanwhile days ahead you’re starting to hear that your flight may actually not be taking place at all.

“Every day that passed, anxiety and the tensions were rising,” said Maxwell. “I’m not just thinking about myself here, but I’m also travelling with a young daughter.”

Communication with travellers from Air Canada has not been stellar, according to Maxwell, who at the time of publication had not been able to get in contact with an Air Canada representative.

“That’s the most frustrating part, I have yet to speak to an actual agent after my flight was cancelled,” he said.

“Continuous calls in with Air Canada just kept saying ‘our lines are busy, goodbye.’ They put you away and there’s no actual agent, nobody talking to me about what’s happening or what options may be available to me.”

Maxwell said he’s thankful he has a place to stay in Ottawa while he waits for answers.

“I don’t know what the next two days are going to look like,” he said. “It’d be nice to just actually hear a human voice tell me ‘here’s some options available to you’.”

Maxwell has been trying to find another way home before the end of the weekend.

“I’ve been advised to take things into my own hands, and I’m tentatively looking right now at flying with WestJet,” he said, adding he had been offered a compensation package.

“Basically through a text message … they say we’ll offer you a full refund on your unused portion of your ticket,” he said.

“A lot of business experts are right now telling all passengers don’t accept the refund through Air Canada, (because) through your passengers rights you’re eligible for a full compensation.”

Maxwell said Air Canada has told him there are no available flights on Saturday.

“I understand that, but how about you look at your next three, four days,” he said. “I don’t feel like they’re actually looking like they care about the passengers.”

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