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Monday, May 28, 2007

Another response from Air Canada

Poor service from Air Canada: April 19, 2007

Discussion Thread
Response (Marian Greenan) - 05/28/2007 03:30 PM
Dear Ms. {name withheld},

Thank you for your e-mail and your patience while awaiting our response.

Please accept our apologies for the inconveniences you and your son experienced when traveling with us on April 19, 2007. Your email is a clear indication of your disappointment and we regret the poor impression we may have created during your recent travel experience. Customer Relations' primary role is to review and respond to concerns regarding many aspects of our service. Although we have not addressed your concerns in detail, I am pleased to bring your valuable comments to the attention of our senior management team.

We are aware that our operation is judged primarily by the image and service of our public contact personnel. All employees are expected to perform their duties in a courteous, friendly and efficient manner with a full appreciation of our customers' needs. Air Canada recognizes the value of customer satisfaction and therefore, we continually monitor and address the performance levels you should expect to receive from us.

In order to review your request for reimbursement for the meals and cab, please forward the original receipts for the meals purchased for yourself and your son on April 19, along with the original receipt for the cab fare between airports to my attention at:

Canada Customer Relations
P.O. Box 64239
5512 4th Street NW
Calgary, AB
T2K 6J0

Of necessity, a transportation company’s liability for expenses incurred due to schedule interruptions is limited. While a ticket provides a guarantee of transportation, the schedule itself is not guaranteed. Consequently, airlines do not accept responsibility for consequential expenses incurred as a result of such a delay or intangibles such as loss of time or enjoyment. Respectfully, we must decline the request for reimbursement of pay for the lost day of work.

We look forward to receiving your receipts at your earliest convenience.


Marian Greenan
Customer Relations