Carol from Toronto was rebooked by Air Canada via TAP Air Portugal after missing her Frankfurt connection due to a two-hour delay. She completed her European trip but was stranded in Barcelona when Air Canada incorrectly canceled her return flight. At 3:50 a.m., Lufthansa agents told her Air Canada had 'suspended' her itinerary.
She spent hours calling Air Canada, only to be directed to try later due to 'high call volume.' By noon, she bought a replacement flight for 1,138 Canadian dollars. Air Canada initially offered confusing refunds of 842 and 212 Canadian dollars but later confirmed a 212 dollar tax refund and agreed to reimburse the remaining 926 dollars. Air Canada also provided 10,000 Aeroplan points as a goodwill gesture.
The airline acknowledged a ticketing error that incorrectly canceled her return flight and is reviewing its processes with agents and call centers.
Source: New York Times Business · Summarized by HeadlinesBriefing