To paint the whole airline with one brush because of one person's actions would be wrong and misleading. This is the more consistent experience I had with Air Canada and I can say, while terrible at the time, the one bad experience I had was due to one gate agent who lacks the ability to think and takes joy in making people's lives miserable and not Air Canada as a whole. On the way back, this original gate agent, the poor excuse for a human being, had put notes in the file and cancelled my pet in cabin ticket however once again, when checking in at the airport, I explained the whole situation and the extremely nice and accommodating gate agent checked me in with the pet in the cabin. She promptly checked me in with my little guy in cabin and even checked with her supervisor just to be sure who concluded that the carrier was fine (I just ended up checking the big kennel as a bag since I had brought it with me). ![]() I explained everything that happened to the agent at the time, who was super nice and did not see an issue with my pet in the in-cabin carrier. After being denied boarding by the gate agent noted above, I showed up for my rebooked flight with a carrier appropriate for use under the plane as well as my normal in-cabin carrier. I wanted to post a follow-up to a review I posted on Oct 14 because my negative experience, as I have learned now, was due to an over-zealous, joyless, miserable human being of a gate agent and not Air Canada as a company. Their attitude was very much one of ‘we don’t care’ so disappointing after so many years Customer service was absolutely terrible and no one had any interest in helping us out at 6:00 am. We have been flight pass customers for many years but we will never fly with Air Canada again. Once again we explained that this dog is quite comfie in her cage and is able to turn around, move around and sleep comfortably Honestly if it was up to the young agent we first had we would have been fine and able to fly but the second agent was rude, uncaring and officious. We explained the dog is a regular flyer but this second agent refused to let the dog fly. Another agent walked over and said “ that dogs ears are too tall for the cage”. The young agent immediately asked us to make the dog stand up in its cage which we did. The customer service was quite shocking to us. When we explained that the dog was a regular flyer she responded with “ they can deal with it… not me”. We have a 14 pound mini terrier that is 9 inches tall that has flown 14 times with us on Air Canada between Toronto and multiple locations We arrived at the airport on November 12 at 5:30 am and were immediately met with an agent corralling people into lines who approached us by saying “that dog cannot fly”. Unbelievably negative service and customer care ![]() Several agents ignored questions from passengers waiting to check in which was extremely unprofessional and even had my dog been allowed I would never fly with them again. The agents were rude and unhelpful to everyone. The only good thing that came from my experience was that I was able to get my money back however I will never be flying with air canada again with or with out my dog. The customer service agent was rude and acted as though he knew more about my dog and what was best for him than I did. ![]() In addition, a week after we were supposed to fly it came out that air canada had misplaced a dog flying cargo and the dog was found in the corner of an airport unattended hours after the flight had landed so I’m not sure how this guy thought that my dog sitting at my feet for a one hour flight was inhumane when air canada losing a dog for hours was not but I guess air canada has different rules for logic than the rest of society. I did not further question the agent about my dog being allowed to fly in cargo in a soft sided carrier because I would never have allowed that but he very much gave me the impression that he did not know that dogs in cargo cannot be in soft sided carriers. ![]() Another review also noted that this happened to them. The customer service agent told me that it was more humane for my dog to be separated from his owner under the plane despite the fact he was in a soft sided carrier which is not permitted for dogs going in cargo. Despite the fact that my dog is comfortable in his carrier and jumps in immediately without me asking, I was told that it was inhumane for him to be under the seat and that he would need to fly under the plane. I have flown with my toy Australian shepherd on both WestJet and American Airlines with no issue but when I got to the check in with air canada, staff told me he was too large for his carrier and could not fly in cabin. Horrible customer service and not dog friendly
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