Customer headaches persist over Air Canada booking system ahead of travel season

Edmonton resident Ray Stuive tried to cancel an upcoming flight home from Las Vegas after Air Canada notified him that his trip would be rerouted through Montreal on an overnight layover, which would land him back in Edmonton about 20 hours later than planned.“I’m trying to phone in and cancel a flight. I’m not getting any help,” said Stuive, 55.

“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 e-mail Wednesday that it is “working to resolve the issues as soon as possible.” 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 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.

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