Complaint / review text:
This ticket was a major Christmas gift for my daughter to visit her sister and it was her first time flying. She was to arrive in Windsor on flight AC7791 at 11:59PM on Dec 26/08. The flight was turned back from Windsor to Toronto because of fog (understandable). However, the way the situation was handled by Air Canada from the time the plane was turned back is appalling and in my opinion inexcusable. -after the flight was turned around, there was an announcement indicating that the passengers should not be concerned that all passengers were being rebooked onto another flight at 6:00AM -the passengers were then told that (instead of the 6:00AM flight) Air Canada was adding some seats to a 9:50AM flight (simple math suggests 10 extra seats) but they were not told who would get on that flight and who would not -they were then told there would be another flight at 12:00noon that some passengers could take -
The passengers were disembarked (dumped into the Toronto airport) with a piece of paper and instructions to call to rebook -there was no Air Canada staff at the airport to handle inquiries or rebooking -my daughter (and other passengers) spent more than 2 hrs (until shortly before 3:00AM) on a pay phone (on hold) trying to reach someone at the 1-888 number to get a definitive answer about when/if Air Canada was going to get her to Windsor -hungry, scared and exhausted, with the help of a more experienced passenger she found a bus to Windsor (approx 4:00AM to 10:00AM on Dec 27/08) that cost $80.00
If I had for one minute thought that Air Canada was not going to follow through on their commitment get her to Windsor, I would have arranged ground transportation from Toronto to Windsor myself rather than paying the flight fee ($136) for that portion of the trip. If anyone at Air Canada had had the decency to let her know when exactly she was going to be rebooked to Windsor, she would not have taken a bus.
My husband and I have reconsidered booking an Air Canada prepackaged vacation for this winter with the apparent risk of being dumped in an airport with no answers. I respectfully request a refund for the flight from Toronto to Windsor (approx $136) or at the very least reimbursement for the $80 bus ticket.
- $80 bus fare approx $136 for flight that didn't go and was not rebooked - emotional/physical duress (fear, worry, lack of sleep, lodging and food - restaurants closed) - safety - abandoned at Toronto airport in the middle of the night with a bunch of strangers in a strange city with no transporation, information or Air Canada employees available for consultation/information (only cleaning staff at the airport when passengers disembarked)