Customer service

I am sitting in Ottawa airport. I was scheduled to return with Air Canada to Vancouver at 14.05. I had tried to return one day earlier since my business in Ottawa was done. I was told that it would cost $285 to change my reservation since I had booked early and received a special low rate. I would have to pay the new higher rate if I changed my return flight. I was staying with good friends so I decided not to change my return flight although I would have preferred to do so.

When I checked in today using the automatic check-in machine I learned I was flying at 17.55, almost 4 hours later than my schedule said. I was a little upset that no one had told me. I questioned the Air Canada service person. She explained that schedules regularly change depending on plane availability or the convenience of the airline. She claimed that Air Canada informed my Travel Agent, which the travel agent denies. Who knows? In any case it appears that the airline can change schedule, but I cannot.

I asked if I could use the business class lounge since I had been inconvenienced by Air Canada. She said "I see no reason why". This reply got me a little upset and expressed my displeasure with Air Canada, an airline notorious in Canada for their poor service. Her answer to me was that if I raise my voice she cannot deal with my complaint. How can you lecture your customer on how loud he is allowed to talk? Is that what they teach in their training courses? I certainly was not shouting, but I was obviously not pleased.

I said "if you cannot deal with my problem please let me talk to your supervisor". The supervisor then did put me in the business class lounge where I am accessing this computer.

Perhaps it is my experience in Japan. I believe the customer is the lifeblood of the company. Without good customer service any business will, or at least should, fail. I was seriously inconvenienced. It costs the airline nothing to let me use the business class lounge for 4 hours to make amends.

At least that is my view. And now I will get ready to board and return to Vancouver.

Comments

[Tony]

I think this phenomenon is not rare at all in every industry. At least in Vancouver. So far, I am quite happy with Shaw Cable and TD Canada Trust, ant that's about it.

[Chris]

That's pretty disgracefull, however unfortunately lousy service is, as Tony said, not uncommon. The service, for example, at LA and New York customs was rated as the worst in the world.

I was told about a guy who was thrown up against a wall by one of the customs officers, and then locked up in a separate room on the plane, because he spoke out when a pregnant woman was ignored after asking a question.

Fortunately when I went there in Janurary, I didn't have too much of a problem.