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

Supporters gather during a rally against measures taken by government and health authorities to curb the spread of COVID-19 at the Whistle Stop cafe in Mirror Alta, on Saturday May 8, 2021. The Whistle Stop was shut down by AHS for not complying with COVID-19 rules. THE CANADIAN PRESS/Jason Franson
Police hand out tickets to dozens leaving anti-lockdown protest in Alberta

Hundreds gathered outside the Whistle Stop Café in the hamlet of Mirror, Alta.

Oval Race track at Central Alberta Raceway. (Photo Submitted)
Central Alberta Raceways in Rimbey delays opening after health restrictions expand

Central Alberta Raceways had originally planned to open for the season at the end of May

People line up outside an immunization clinic to get their Oxford-AstraZeneca COVID-19 vaccine in Edmonton, Tuesday, April 20, 2021. Alberta leads the Prairie provinces in being the first to take COVID-19 vaccine bookings for pre-teens. THE CANADIAN PRESS/Jason Franson
Alberta leads Prairie provinces in accepting COVID vaccine bookings for pre-teens

The province begins accepting appointments for kids as young as 12 starting today

Asymptomatic testing will now be available for "priority groups" who are most likely to spread the COVID-19 virus to vulnerable or at-risk populations. File photo by THE CANADIAN PRESS
File photo
Arrest made for armed robbery in Millet, Wetaskiwin RCMP continue to investigate

Wetaskiwin RCMP are investigating an armed robbery took place May 4, 2021 in Millet, Alta.

Dr. Karina Pillay, former mayor of Slave Lake, Alta., is shown at her medical clinic in Calgary on Friday, April 16, 2021. THE CANADIAN PRESS/Jeff McIntosh
10 years later: Former Slave Lake mayor remembers wildfire that burned through town

Alberta announced in 2011 that an unknown arsonist had recklessly or deliberately ignited the forest fire

The body of Brenda Ware, 35, was found along Highway 93 in Kootenay National Park on Thursday, May 6, 2021. (RCMP handout)
RCMP ask for tips after woman travelling from Alberta found dead in B.C. park

Brenda Ware was found along Highway 93 in the park, 54 kilometres north of the town of Radium

A caribou grazes on Baffin Island in a 2008 file photo. A last-ditch attempt to save some of Canada’s vanishing caribou herds is a step closer after a scientific review panel’s approval of a plan to permanently pen some animals and breed them to repopulate other herds. THE CANADIAN PRESS/AP-Kike Calvo via AP Images
Parks Canada captive caribou breeding proposal gets OK from scientific review panel

Wolf density in Jasper is low enough that the animals would not be expected to be a major threat

People pass the red hearts on the COVID-19 Memorial Wall mourning those who have died, opposite the Houses of Parliament on the Embankment in London, Wednesday, April 7, 2021. On May 3, the British government announced that only one person had died of COVID-19 in the previous 24 hours. THE CANADIAN PRESS/AP-Kirsty Wigglesworth
For a view of a COVID-19 future, Canadians should look across the pond

Britain, like Canada, is one of the only countries in the world to delay second doses for several months

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

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

Jennifer Coffman, owner of Truffle Pigs in Field, B.C., poses beside her business sign on Thursday, May 6, 2021, in this handout photo. Her restaurant and lodge have been hit hard by a closure of a section of the Trans-Canada Highway and by the British Columbia government discouraging Alberta residents from visiting during the pandemic. THE CANADIAN PRESS/HO-Jennifer Coffman, *MANDATORY CREDIT*
‘Why we survive’: B.C. boundary towns struggle without Albertans during pandemic

Jennifer Coffman’s restaurant is located in the tiny community of Field, which relies on tourism

Most Read