Feds urge Air Canada to fix booking problems as travel season approaches

Feds urge Air Canada to fix booking problems as travel season approaches

The airline introduced the new reservation system more than three weeks ago

Transport Minister Marc Garneau said Wednesday he has spoken with Air Canada about problems continuing to plague its new booking system on the cusp of holiday travel season, but that resolving them is beyond his reach.

“We’ve let them know that we’re hearing from a lot of customers that they’re very frustrated and that they’re also having trouble getting through a customer relation site at Air Canada,” Garneau said.

“They’re doing their best to fix it. It is something that is in the hands of Air Canada. Transport Canada cannot do anything.”

The airline introduced the new reservation system more than three weeks ago, triggering a barrage of social media complaints from passengers who had difficulty accessing their booking information or reaching customer service agents.

Calls to the customer service line Wednesday went straight to a voice recording from department director Jean-Francois Loignon, who apologized for the “delay” and asks customers not flying within 24 hours to consult their travel plans online.

“Due to current volumes, I apologize that we are not able to place you on hold at this time,” he said.

Air Canada said in an email Wednesday that it is “working to resolve the issues as soon as possible.”

“This was a massive IT project, which occurred over two years and involved 700,000 hours of development. With an IT project of such complexity, issues are inevitable,” the airline said.

Many concern passengers who are changing their bookings, but “most customers have not been impacted and they continue to travel normally.”

The second phase of a new set of passenger rights rules is set to come into effect on Sunday, but passenger rights advocate Gabor Lukacs says they are “toothless” when it comes to the latest problems.

“Air Canada cannot avoid its obligations to passengers by making itself unreachable,” he said.

The upcoming batch of regulations mandates compensation of up to $1,000 for delays and other payments for cancelled flights.

The rules impose no obligation on airlines to pay customers for delays or cancellations if they were caused by mechanical problems discovered in a pre-flight check — walking around the aircraft before takeoff looking for defects — rather than during scheduled maintenance.

The issue came to the forefront after a 2017 incident in which two Montreal-bound Air Transat jets were diverted to Ottawa due to bad weather and held on the tarmac for up to six hours, leading some passengers to call 911 for rescue.

The Canadian Transportation Agency is responsible for ensuring air carriers abide by their tariffs — airlines’ contract with customers — Lukacs noted. Air Canada’s tariff stipulates that “the carrier will effect a change in the routing…travel dates or will cancel a reservation” at the passenger’s request.

“If Air Canada frustrates that process, it is not doing its part of the bargain,” Lukacs said.

This report by The Canadian Press was first published Dec. 11, 2019.

Companies in this story: (TSX:AC)

The Canadian Press

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

From now to November, WildsafeBC will be educating the public through its various programs in the community of Bella Coola. (Black Press Media file photo)
Bears are back, and so is WildSafeBC

Rae will be working hard to reach out to community members in new and innovative ways

Bella Coola’s new WildSafeBC co-ordinator, Rae Kokeš, has spent the last 10 years in Africa working in lion, human, conflict, and is a wildlife biologist by trade. (Photo submitted)
From the savannas of Africa to the Bella Coola Valley

New Wildsafe BC coordinator ready to tackle wildlife conflict

RCMP crest. (Black Press Media files)
Stolen truck found broken down on Highway 97C, Williams Lake suspect arrested near Ashcroft

A security guard first noticed the truck, and thought it looked suspicious

This will be the second year the Bella Coola Valley Rodeo won’t take place due to the pandemic. (Michael Wigle file photo)
Bella Coola Valley Rodeo cancelled for 2021

Club organizers say next year’s rodeo will be bigger and better than ever

(The Canadian Press)
Trudeau won’t say whether Canada supports patent waiver for COVID-19 vaccines

‘Canada is at the table to help find a solution’

Edmonton Oilers’ Connor McDavid (97) celebrates his 100th point this season with Leon Draisaitl (29) against the Vancouver Canucks during second period NHL action in Edmonton on Saturday, May 8, 2021.THE CANADIAN PRESS/Jason Franson
Edmonton superstar McDavid hits 100-point mark as Oilers edge Canucks 4-3

NHL scoring leader needs just 53 games to reach century mark

Nuns of Mother Teresa’s Missionaries of Charity, carry some of her relics during a vigil of prayer in preparation for the canonization of Mother Teresa in the St. John in Latheran Basilica at the Vatican, Friday, Sept. 2, 2016. In which city did she do much of her charitable work? (AP Photo/Gregorio Borgia)
QUIZ: How much do you know about these motherhood issues?

In honour of Mother’s Day, take this 10-question quiz

A map showing where the most number of cases were recorded from April 23 to 29. This map, revealing a breakdown of infections by neighborhood, was pulled from a data package leaked to the Vancouver Sun last week (and independently verified).
36 Abbotsford schools flagged for COVID-19 exposures in the last 2 weeks, shattering record

Clearbrook Elementary recorded an ‘exposure’ on all 11 school days

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

Canada’s chief public health officer is reminding Canadians even those who are fully vaccinated are not immune from transmitting the COVID-19. THE CANADIAN PRESS/Adrian Wyld
Canada’s top doctor warns full vaccination does not equal full protection from COVID-19

Post-inoculation, Theresa Tam says the risk of asymptomatic infection and transmission is far lower but not obsolete

The dash cam footage, taken May 7 at 8:18 a.m. belonged to the driver of a southbound vehicle that recently travelled out of the tunnel. (Reddit/Screen grab)
VIDEO: Dash cam captures dramatic rollover crash on Highway 99

Only one person sustained injuries from the collision, says B.C. Ambulance Services

Chevy stranded on a ledge above a rocky canyon at Mimi Falls near Logan Lake, April 28, 2021. (Photo credit: Margot Wikjord)
Police officer and fire chief team up in risky rescue of stranded dog near Logan Lake

Chevy, a rescue dog, needed rescuing again after getting stuck on a ledge above rocky canyon

Most Read