Air Canada - Setting Expectations

Right, I know what you are thinking. You are thinking, here comes a blog post that will be a dump on Air Canada.  It's not, keep reading.

Last Wednesday, I was heading out on the 6:15p flight to LAX.  The airport was pretty crowded and the two ladies at the gate were pretty rushed.   I typically try to hang out by the desk to watch the customer interactions, people's reactions, and to try and watch somebody scam an upgrade with a story I've never heard/used before.

While watching the preparations for this flight, one of the ladies paged the Anderson's up to the desk.  The couple promptly scooted up, exchanging worried glances.

Air Canada Staff: "I'm terribly sorry but the audio in the seats you have isn't working.  The flight is really crowded but if you hang out until we check everybody in, we can try to find you seats with some working audio.  I will tell you, tho, you've got these exit seats and they have more leg room. You might want to keep those seats. Let's wait until we get people on board and see what we have, shall we?"

The people basically said no big deal, we play cards, we like leg room.

Lesson for your Start Up: Set expectations.

Nothing is more gratifying to a customer then having expectations set.  Note that I didn't add the standard 'exceed them', nope, that's the advanced class. The first rule you need to master is simply setting the expectations.  We hate to find out after the fact or be left with zero choice.  Air Canada knew there was a problem on the plane and simply tried to make the best of it with the customers.  They knew before going on the plane, they were involved in the choice, etc.  It seems like nothing but I can't stress this enough, set expectations. Talk to your customers and you'll be pleasantly  surprised with the outcome even when it is a problem you are dealing with.

Comments

[Tom Whitaker]

I find it interesting that you started your post by saying that this not a rant on Air Canada. This would have been a far more common scenario. I have flown AC a lot and I have never been really impressed with their service. I guess they are finally getting their act together to compete with Westjet.

Air Canada is just hanging on in the air travel market in Canada, other than setting expectations, what do you think that need to do to survive? Could their be lessons for start-ups that may have lost their way as well?

[Craig Fisher]

Recently I flew on Air Canada. I chose to do this because I thought AC was getting better at customer service. IMHO, this is not the case.

Before going forward with my story, may I extend my appologies to the several excellent front line staff I met in my quest to obtain a fair solution to this problem.

I booked return tickets on line at AirCanada.com to travel from Saskatoon to Las Vegas via Calgary and Las Angeles. Three legs of the trip included code shared flights with United. Aha ... that sounds good because, I think, Air Canada is finally becoming more business like.

First, we arrived at the check in counter in Saskatoon on Sat Feb 24/07 with my usual 2 pieces of luggage plus an oversized trade show display. They insisted the display be repackaged as 2 pieces because it was over 70 pounds. Because I've flown with this display several times on other airlines, including Air Canada (although not recently), I asked when the rules had changed. I was told the rules have been this way for several years and are consistent in the industry. I explained to the counter person about previous travel history to no effect. So we broke the item down into 2 pieces and, as was appropriate, paid the extra charges.

Next, on the return leg from San Francisco to Calgary via United, the flight was 23 minutes late arriving. Our display did not arrive, in spite of having paid extra to include it on the flight. So, I sought out the help of the Air Canada baggage agent and explained that we were very tight for time, particularly since our flight arrived late. He responded that we must fill out Customs claim form immediately and before we proceed to our flight. So, we did this.

Next, there was no Air Canada agent at the connecting counter, instead a sign said to proceed to the ticketing counter. Not being familiar with the Calgary airport we needed to ask directions. So we followed signs and asked directions once we found someone.

In summary, we missed our flight home.

We asked the Air Canada agent what to do, and were told that there were no available seats that day nor the next day. Initially, we were also told that it was United's fault that we missed the flight. According to the flight records, the United flight left 4 minutes early and arrived 23 minutes late. I know weather did not hamper this. However, I believe the flight took off late and that the records are suspect on this point.

Hmm .. I wonder why Air Canada would not take the time to realize that their passengers, who booked flight through their web site, did not make the connection when in fact the boarding passes had been issued.

Finally, we rented a car and returned home.

Now, as I proceed through trying to get a refund for the last leg of the flight, their phone in numbers, as given on their business cards are impossible. For example, the number marked 'Air Canada - Past Travel Issues' at 1-866-584-0380 is answered by a fax.

There are numerous other such 'gotchas' on trying to claim a refund or talk to someone about this. For example, the website to claim for luggage does not accept a United claim ticket. Their counter agent says that it is not Air Canada's fault because Air Canada was simply a booking agent (like a travel agent) in arranging our flights. I sure don't see it that way. When phoning to obtain a refund at 204-941-2851 an automated attendant announces they cannot deal with a person because they need our ticket information and proof of identity first. Yes, they were able to take my money and credit card over the internet, but cannot talk to me about refunds.

Overall, this approach to customer service is a disgrace to our country Canada. As a Canadian, I believe we should _not_ allow Air Canada to use our country's name in their business name unless and until they can offer better service. We certainly should not subsidize this company any further.

And further, to treat their front line staff this way is a disgrace. They do not seem to give their customer service people the tools to deal with problems.

Well, the marketplace will take care of this. I for one am unwilling to fly Air Canada. And, upon asking friends and aquaintances about this I find a _very_ disgruntled majority.

So, travellers, avoid Air Canada.

I appologize to the people who work the front lines for Air Canada ... during the quest for satisfaction on this matter I found many good ones. I believe Air Canada management has not provided them with adequate tools or training to handle people. It seems to me that the leaders of our beloved(?) Air Canada are unfamiliar with customer service or with caring for their customer.

[Ernie]

Hi: You may or may not have time to read my e-mail below to Air Canada. However, if you are traveling on Air Canada beware. From my experience they take poor customer service to an entirely new level. Hopefully everything will go well but if they treat their planes like they treat their customer’s maintenance must not be very good either. Ernie

Regarding your 7:40am flight from Calgary to Abbotsford on Tuesday, April 10, 2007.

Cancelled due to weather. I am AMAZED! that your people at the airport can look me straight in the eye and tell me the flight is cancelled due to weather while we both look out the window and see every flight from every airline operating as normal. Then they have the nerve to tell me I can get on a flight going to Vancouver 30 minutes later. The weather in Abbotsford was fine, I checked. Every size aircraft was leaving including the smaller commuter jets. Your agent then was careful to explain that because of weather related cancellation that the airline was not responsible to get me to my final destination. He at least wished me luck once I arrived in Vancouver.

Once on the flight to Vancouver I took the initiative to ask the flight attendant to announce that anyone having to get to the Abbotsford airport meet at the desk at the top of the jet way so at least we can split the cab fare to Abbotsford. (I thought I would help you with your customer service) There were 3 of us that took the 1 1/2 hr ride and split the $115.00 cab fare between us.

To top it off once arriving back in Calgary on a almost full flight we were made to sit in the aircraft (about 60 of us) until the sky check luggage (about 12 or 15 bags) were unloaded and pushed to the door of the aircraft. Over 5 more minutes standing shoulder to shoulder in your airplane for nothing.

Last time you cancelled my flight from Abbotsford and offered me a flight leaving 20 hours later. West Jet flight to Calgary left right on schedule. You took over 3 months to respond to my concern and offered nothing such as another stand by flight, hotel or even a meal.

I still have not received a reply from an e-mail over 2 years ago when you cancelled my flight out of Vancouver due to your computers going down in the east.

You people are obviously really struggling to operate your business.

I guess at Air Canada poor customer service is the norm.

I'm not expecting you to offer me anything for my inconvenience. I'm just another ticked off customer who will absorb cab fare, extra hotels and lost time while you lie to my face. I still am in awe, cancelled due to weather, yeah right!