…and the Air Canada response robot responds!

I put together a nice little note and package for Air Canada after last week’s fiasco outlining the frustrations I faced, and a copy of the web post I made along with the pictures and audio clips. Here’s the obviously mail merged response I received a few minutes ago -

Subject
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Issues on December 22nd in Ottawa

Discussion Thread
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Response (Jan Sagmoe) – 01/08/2009 05:33 PM
Dear Joshua Van Tassel:

Thank you for choosing Air Canada and for taking the time to write to us.   We know that Christmas is a special time of year and that travel during this period carries special meaning as families and friends unite.

As you know, Mother Nature was not very cooperative this year and we experienced severe weather conditions all across Canada.  While trying to transport more than 100,000 passengers each day, we did our best to operate as many flights as possible.   Nevertheless, we recognize we disappointed many customers and, for that, we offer our sincere regret and our heartfelt apologies.

Customers have told us that we could have done much better in taking care of their needs while they were in our care.  Our employees, both the frontline and behind the scenes, worked very hard but we certainly agree that we could and should have provided better customer service.  We would like to let you know that we are reviewing the feedback received by our customers and employees to look for ways to improve our service when our operation is challenged.

Although we normally do not offer compensation or reimbursement of expenses for the situation you mentioned, as a gesture of goodwill and concern we are pleased to offer you a one time saving of 25% off of a future booking on www.aircanada.com.  It is our hope that you will take advantage of this offer and fly with us again to one of our many worldwide destinations.

Simply make your booking between January 7, 2009 and January 6, 2010.  All travel must be completed by January 6, 2010.

To receive your 25% discount, enter the one time use Promotion Code XXXXXX in the Promotion Code box on www.aircanada.com.  This offer is available on a new booking only and applies to a maximum of four passengers, provided all passengers are booked at the same time, for the same dates and destinations.

The 25% discount applies exclusively on Air Canada published fares and cannot be combined with any other discount or used for a Flight Passes or Multi-city purchase.  Please note the fare displayed on the Select Flights screen will reflect the 25% discount rounded to the nearest dollar.

If you have any unused transportation on your Air Canada ticket, we have asked our Refund Services Department to review this for you.

Thank you again for contacting us and all the best for 2009!

Sincerely,
Jan Sagmoe
Customer Relations

Well then. I’m not letting them off the hook yet, but it’s a start. An apology, and better yet, acceptance of the fact that they did a poor,poor job dealing with the multiple situations in multiple cities. But don’t go blaming an omni present fictional Mother type figure. I’m a forgiving man, but a discount won’t do me much good if never intend to fly with them ever again.
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