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Airline complaints range from bad attitudes to bland fruit cups
May 11, 2006
Worth repeating from CBC
Air passengers filed about 20 per cent more complaints
with the Canadian Transportation Agency last year, griping about
everything from the attitude of airline employees to lost baggage.
The federal watchdog, which deals with complaints that can't be
sorted out between travellers and airlines, says in a new report
about to be released that it handled more than 1,300 issues in 2005.
A spokesman, Jadrino Huot, said the agency successfully resolves
more than two-thirds of all complaints it hears, but some are beyond
its ability to fix.
He cited the example of one man whose luggage
was lost while he was travelling from Halifax to Toronto. It was
found four days later – but
neither the bag nor the live lobsters it
contained survived the delay.
"There's not a lot we can do about that, and
that passenger will fall into the category of not being happy
with the settlement."
Passengers should be aware of their rights, Huot said, but they
should also know their responsibilities, and that includes not putting
live crustaceans in their suitcases.
In another case, he said, "a passenger wanted
two round-the-world tickets because the different melons all tasted
the same in his fruit cup."
Huot said the top source of complaints was the attitudes of both
ground staff and crew members on planes.
In second place was anything to do with flight disruptions, including
delays and cancellations. Complaints involving lost and damaged
baggage came in third.
Huot points out that the number of complaints filed with the Canadian
Transportation Agency is small compared to the hundreds of thousands
of people who take flights in Canada each year.
In many cases, he said, passengers who file complaints are looking
for an apology, not compensation.
The 2005 complaints report is due to be released in June.
In the past, the agency has dealt with complaints that ended up
changing airline policy.
For example, it sided with a man who said Air Canada should not
have denied his two sons the right to board a plane when they arrived
45 minutes before their flight. Staff had said the boys should have
shown up an hour in advance for the May 2005 flight from Montreal
Craig McIntyre had to buy two full-fare
tickets to let the boys travel on a later flight.
Air Canada had to give him the money for those
the agency's ruling that passengers must
be allowed to board as long as they arrive
at the departure gate 25 minutes before their flight's scheduled
via: CBC News
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murmur categories: travel, service
tags: consumers consumer news consumerism travel, service, airlines airplanes
posted by Tessa | 10:35
AM (ET) | Permalink