Just had the most terrible flight experience with
@AirCanada, but the person suffering it was my unfortunate friend.
I travel a lot, so as a result I've racked up points and miles with different programs. I've flown with the 3 major airline alliances (OneWorld, SkyTeam, and Star Alliance), and have frequent-flier memberships in many programs. I've been very happy with
@staralliance, especially with
@FlyANA_official and
@Flyasiana because they're superb, but this time I can't say any good thing about Air Canada.
I'm currently in Shanghai for a month-long cultural and technology exploration program. After being here for a couple of weeks, I thought my friend may like it, so we discussed and planned the trip together for her to come. While I was searching around for the tickets, I happened to find a round-trip reward ticket via Air Canada with the perfect timing for my friend. I proceeded to transfer my points to Air Canada frequent-flier program called
@Aeroplan and booked the ticket and paid the required fees (I still have receipts) with my card. Afterwards, I forwarded all the trip and booking information to my friend.
1 day before the flight, she was able to go online and did her online check in with All Nippon Airways (ANA) since it was a code-share flight. On the day of her flight, she came to the airport early (4-5 hours before her flight) and was able to check in at the counter smoothly with ANA ground staff. She proceeded to go through immigrations, and waited at the gate for her flight.
About 50 minutes before her flight, she texted me saying: "Lam, I cannot get on this flight, did something happen?" I was bewildered by her sudden question. I did not know how to respond, because when I checked online the day before (see image below), all the information was correct. I called her briefly and told her that I'd try to figure out what was going on. I rushed to go on Air Canada, and I saw that my miles came back to me with a banner saying that I needed to contact Air Canada customer service.
I proceeded to call Air Canada customer service number to see if I can resolve this situation and get her on the flight, but the 15-minute wait was the longest wait I experienced since I knew my friend was panicking and she was stuck at the airport. When I got on the line with the representative and after giving the Air Canada representative lady most of my personal information including my home address, DOB, and Aeroplan number, she told me that their fraud department had suspected that this was a fraudulent booking, so they proceeded to cancel it last-minute WITHOUT informing me anything. I was livid beyond imaginable after hearing that, but remained calm with the representative to see if we could resolve anything since I knew she was just a messenger. She told me that I have to send my document and proof of address to their fraud department email address. I asked her if this can be resolved in 30 minutes so that I could still fix the situation for my friend, but she told me that it'd take days, or even weeks.
The next several hours was me in frantic mode trying to figure out alternative flights for my friend since
@AirCanada just left her stranded. I cannot even begin to imagine the face of my friend when she went to the gate with the boarding pass in her hand but was told that she couldn't board this flight that she had successfully checked in few hours earlier.
In the end, I don't know whether it was AI or human that flagged the ticket in Air Canada system at the very last minute, but this whole experience left me with an impression that among Star Alliance, Air Canada has the worst travel experience possible. I don't think this message will get anywhere, but I just needed to rant to inform other travelers and passengers.
On a good note, kudos to the
@FlyANA_official ground staff at the Haneda airport for assisting my friend professionally.