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Air Canada Poor Customer Service Attitude

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I just sent the following to Air Canada related to a recent unsatisfactory phone conversation with an agent. Is this a typical attitude?

Subject: Very poor customer service
Message: Unfortunately my husband became ill and we needed to cancel our flights. I called Air Canada, cancelled the non-refundable ticket, and then asked for a document that stated the reservations were cancelled and that the seat assignment charge was also indicated as a non-refundable. I needed that document to file with my travel insurance claim. I was told such a document was not possible; I repeated my request; and the agent continued she was unable to provide such a document.

I asked to speak with a Supervisor and was told "Our supervisors do not take phone calls!" I expressed my frustration and the agent then told me "I am going to disconnect this call!" Which she did. The concept of customer service was absent throughout this phone transaction. She was snappy and rude, and I was angry!

You can rest assured that I will NEVER consider flying on Air Canada and will post the contents of this message on Fodor's travel forum and TripAdvisor. As a comparison, when I called JetBlue to cancel my husband's flight and make a different reservation for me to get back home to care for him, JetBlue was considerate and applied the cost of his ticket (non-refundable) to my new reservation - that's the customer service I expect from a service provider. Shame, shame on Air Canada's rude and inconsiderate attitude - all I wanted was a document to send to my travel insurance provider!

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