A Toronto kinsfolk wants answers after Air Canada barred them from their cloud, forcing them to spend an extra $4,000 on new tickets to take the after all is said flight the following day.
When CBC News asked Air Canada for an explanation, spokesperson Peter Fitzpatrick replied in an email, «I cannot get into identified with issues.»
«They’re not willing to acknowledge that they’re in the wrong,» responds Shanty Thivakaran.
Her family’s ordeal began on June 27 when Thivakaran, her calm Thiva Maheswaran, their two young boys and Maheswaran’s mother attained at Toronto’s Pearson airport. They say they showed up about 2.5 hours earlier their Air Canada flight to London.
From London, they were record to fly on Air India to Sri Lanka for a family vacation. It would be Maheswaran’s first offer to his homeland in 17 years.
But their excursions plans started to unravel when an Air Canada agent directed the blood to the wrong check-in line.
About one hour and 40 minutes in advance of takeoff, they were redirected to the correct line, where they watch overed three passengers in front of them check in for the London flight.
An factor started checking in the family of five, but stopped when a manager claimed, «A family of five is a no-go,» says Thivakaran.
«We were so upset,» thinks Maheswaran. «My mom’s crying, the boys started crying. I was almost crying. It was an excitable scene.»
The family assumed the plane was overbooked and they had been bumped. But Air Canada told CBC Newscast there were actually eight empty seats when the flat took off. It didn’t say why the family wasn’t offered any of them.
‘I never get so helpless’
Instead, the family was directed to a ticketing line where they hope for an Air Canada agent would rebook their flight. But after they waited for an hour, the desk necked at 11 p.m., leaving them stranded.
Air Canada then directed the kith and kin to another check-in agent, who told them she couldn’t help because she wasn’t chained on ticketing issues.
«At that point, I didn’t know whether to horse laugh or cry,» says Thivakaran. «I never felt so helpless. I felt like I was banging my direct against the wall.»
She says the same manager they dealt with before understood them to go home, and that it shouldn’t be a problem for Air Canada to book them on another exodus the next day.
The family progressive the airport at 12:45 a.m. and returned at 9 the following morning. They stood in the ticketing cable for two hours this time, but when they finally got to speak to an factor, she said she couldn’t help them.
Thivakaran says the agent bid her that the family had been designated a «no-show,» meaning that they didn’t pretentiousness up for their flight the previous day.
The agent also said that because the tickets were obtained through a travel agency and marked as a «private fare,» they’d attired in b be committed to to get the agency to resolve the matter.
The family found the explanation confusing. «I up c released rightfully for this ticket. I didn’t buy it off the black market,» says Thivakaran.
‘No grounds why we should be ripped off’
Thivakaran and her husband visited their travel power that same day. They say he too was perplexed why Air Canada didn’t just rebook the class’s flight.
He told the couple their only option was to get a refund and list another flight themselves.
The agent arranged the refund and sold the forefathers five new tickets on an Air Canada flight for that day. They had to pay extra for replacement fees plus the added cost for last-minute tickets.
In total, they availed $12,326.38 for their trip — $5,345.83 more than the cost of their master tickets.
«This is money we worked hard to earn, and there’s no think why we should be ripped off,» says Thivakaran.
After the family returned from their vacation, Thivakaran groused to Air Canada and asked for compensation. The airline offered them a voucher for 25 per cent off their next Air Canada engaging «as a goodwill gesture.»
«I just fumed,» says Thivakaran. «That deed on their part was just too little too late.»
The family has just erudite their travel insurance will cover the $1,350 they played out in change fees. They’re now considering legal action to try to recoup the appurtenance $3,995.83 they paid for their last-minute tickets. They pass on also like an apology from Air Canada and a full explanation for their hang around chaos.
«I’m never travelling on Air Canada again,» says Thivakaran. «Disregarding nevertheless if I was on my death bed and I needed immediate treatment in U.S., I’d rather die than go on Air Canada.»