Dear Calin Rovinescu @AirCanada

February 11, 2011

Calin Rovinescu
President and Chief Executive Officer of Air Canada
7373 Côte-Vertu Blvd.
West Saint-Laurent, Quebec
H4S1Z3

Dear Mr. Rovinescu,

I decided to write to you, Mr. Rovinescu, rather than write to someone in customer relations. I’ve done that in the past and sometimes I get a response and sometimes I don’t. I would like a response in a timely manner and through lots of years of experience feel it’s best to go to the top.

The reason I’m writing to you is because of a recent frustration. A big frustration. One where I felt powerless.

I booked a flight using my hard earned points on Aeroplan, 355 days out, for a flight from Vancouver to Santiago, Chile via Toronto return. I paid an additional $50 each way for a seat with extra legroom (for a total of $200 + tax) for my husband and myself all the way through from Vancouver – both on the outbound and the return flight. All was well getting to Santiago. Thank you.

It was not so good coming home.

I checked in the day before and found that our seats on the Santiago to Toronto flight (a 10 hour flight) were now middle seats and my husband and I were 20 rows apart. How does that happen when you’ve paid for an upgrade? How do you correct it from afar?

My husband called the Air Canada office in Santiago and we got the predictable response – nothing we can do. Nice.

Then I emailed my daughter in Toronto who is very good at getting things done. I gave her all the information – aeroplan numbers, booking references… hoping she could work her magic. She didn’t get my email that night but the next morning she jumped on the problem and spoke with a very sympathetic woman at Air Canada. After forty five minutes on hold off and on, she got us seats with extra legroom and we were seated together again. After all, this was a trip to celebrate our 30th anniversary.

Mr. Rovinescu I am writing to ask you what you would suggest to someone caught in our situation if they didn’t have someone in Canada to help them out? And how do seats, especially ones that were upgraded and paid for in the summer get so badly jumbled?

There are a few other issues I would also like to raise with regards to flying on Air Canada.

First the things I think you do well.

  • Your Air Canada website is easy to use if you can remember your Verified by Visa password.
  • I like not paying for checked baggage.
  • The in- flight entertainment system is excellent.
  • I appreciate that there are now electrical outlets available with most seats.

I think you could make improvements on the following.

  • Sometimes when I phone Air Canada I am put on hold for over an hour. Really. But usually in the evening, I get a live body very quickly. It would be nice if you could let people know what their expected waiting time could be.
  • Your food on international flights has gone downhill. It’s verging on terrible. I have flown on two smaller airlines recently – Air Kenya between Kampala, Uganda and Nairobi, Kenya and on Sky Airlines between Santiago and Calama in Chile. Guess what? On flights less than 90 minutes we got fed…for free. The food wasn’t great but it was pretty close to what we get fed on an Air Canada international economy flight.
Chile Agentina 2011 Pentax 047 Dear Calin Rovinescu @AirCanada

Sky Airline meal - on a 2 hour flight

  • An AOL travel story today on five things airlines don’t want you to know suggests that at least in the US sand bags are being used as ballast to balance the plane. Perhaps those two free checked bags weren’t such a bad idea and something you could revisit.
  • Safety is one of my pet peeves. In Canada I mostly fly on Air Canada and I have been on flights where people who were very obviously not capable of responding to an emergency were seated in the emergency row exit. On my flight from Santiago to Toronto (January 15, 2011) I sat beside a very lovely bright young woman from Brazil who spoke no English. Would she be able to read the safety card or understand the directions handed out in English in an emergency? I don’t think so.
  • We are all told on every flight to note where the emergency exit rows are located. But NEVER are we told what row numbers they’re in. We’re told the exits are over the wing. Great – but what rows are those? Yes we can look around but most people don’t – so why not tell them.
  • Air Canada’s on-time performance is the pits. My husband has been commuting every other week between Vancouver and Calgary – and what should be a hopper flight – is rarely taking off on time. I checked your website and only 78.4% of your flights were on time in the third quarter 2010. Late departures stress me especially when I have a connection. On time performance is important. Please make it a priority.
  • The price differential between Tango and Tango Plus fares is ridiculous and seems to be rising far faster than oil prices or inflation. It’s now $65 plus tax extra each way to accumulate status points on Air Canada. I’ve given up and instead spend the money on nicer accommodation. Needless to say my husband lost his status.  Over the course of the year (averaging 2 flights per week every other week right now) I figure that I can save a minimum of $3000 plus tax.

Mr. Rovinescu – please recognize that it is the customer and not the shareholder that keeps Air Canada flying.

I would appreciate a response on how to get action from Air Canada when you are not in Canada. I would like not to have a repeat performance on my next flight where I have booked and paid for extra leg room – which by the way is from Vancouver to Geneva and back via Milan and Toronto this summer.

I look forward to hearing from you.

Your sincerely,

Leigh McAdam

www.hikebiketravel.com

Aeroplan #541370508

Posted by Hike Bike Travel | Filed Under Airlines, airports & air tickets | 9 Comments 

17 Websites for Travelers

September 21, 2010

Here are 17  great websites for travelers that are invaluable for trip planning.

Transportation

  • The Man in Seat 61 Mark Smith is the man behind this website – a career railwayman who intimately knows the train business. He provides information about trains and ferries for journeys all over the world though Europe is definitely his focus. Train and ferry tickets can be bought from him online. If you’re planning a trip by train then make this your go to site.
  • Worldwide Airlines The website lists and links all airlines worldwide.
  • The Guide to Sleeping in Airports Over 6500 airport reviews provide the information you need to find the best and worst airports to sleep in.
  • I Hate Taxis Find transportation options from major arrival locations including airports, cruise ship, ferry and train terminals.
  • About Airport Parking You can find and reserve airport parking at every major airport in the United States.

Accommodation

  • Trip Advisor Trip Advisor is a useful site for recommendations on hotels, restaurants and things to do though reports are not unbiased.  I recommend using Trip Advisor as a first pass for finding out what, for example hotels or B&B’s are in a city. Then go to the specific websites for more details.
  • Housecarers Find house sitters worldwide who can water your plants and look after your pets. I’ve used them three times with great success.
  • Bedbugger Find out how to travel without being bitten by bedbugs. Learn what you can before you’re bitten by bedbugs. Bedbugs are a problem in all classes of hotels.

Travel Blogs

  • Journeywoman Evelyn Hannon’s website is one of the best out there for female travelers. Look for hundreds of travel tips plus information on what to wear, what to pack, where to shop… That just scatches the surface of the categories she covers. Readers are encouraged to send in travel tips and the best are published.
  • Traveldudes The traveldudes website is written by travelers for travelers.  You’ll find travel and accommodation tips on countries all over the world. Much of the information on the website is not what you would find in guidebooks – much more like an insider’s take on a place. The website is easy to navigate too.

Packing

  • One Bag Doug Dyment teaches you how to lighten your load when traveling. Look for tips on what to pack and how to pack it, what type of bag is best, tips for traveling with kids, security tips and a comprehensive list of resources.

Health and Embassy Contacts

  • World Health Organization International travel and health information for most countries is provided. Also find out what vaccinations are recommended and what infectious diseases are currently a problem.  Get information on travel risks and precautions.
  • Embassy World All embassies and consulates for nations worldwide are listed on this site in an easy to navigate format.

Money, Weather, Time, Electric Guide

  • Currency Converter The XE currency conversion website is easy to use, accurate and provides the exchange rates for 85 countries with live rates.

International Weather:

Please let me know via the comment section on the website if you have any must use travel websites – especially with regards to airlines. Thank you.

Leigh McAdam

www.hikebiketravel.com

Posted by Hike Bike Travel | Filed Under Airlines, airports & air tickets, Miscellaneous travel tips | 16 Comments 

Seven Reasons to Love Airports

April 9, 2010

Most of us are becoming a bunch of traveling whiners where airports are concerned, not that there isn’t lots to rant about. This week stands out in particular with threats of charges for bathroom use and for carryon luggage.

But today I would like to focus on the positive.

  • If I’m at the airport it means I’m heading somewhere. Robert Louis Stevenson said “For my part, I travel not to go anywhere but to go. I travel for travel’s sake. The great affair is to move.” I’ll second that.
  • I have time to read and browse through book stores without feeling guilty doing it.
  • I am likely heading off on either an adventure or to visit family and friends. That’s something to celebrate though I do understand that excess business travel can dull your senses.
  • I actually get excited every time I go to the airport, especially the big ones. Watching the board and looking at all the exotic cities fuels my imagination and desire for even more travel.
  • People watching can be a lot of fun especially in large multicultural centers. It can be an emotionally fragile time for many so you end up being a bit of a voyeur, for better or worse.
  • An extended layover in a foreign country can be used to your advantage. In Seoul I had 8 hours, enough time to have a city tour and go out for lunch. It was fantastic.
  • You can meet some very interesting people while you’re waiting…if you’re open to the experience.
    • Chile Agentina 2011 Pentax 045 Seven Reasons to Love Airports

    Luggage as art in the Santiago airport

    Hopefully there are enough reasons here to change your attitude the next time you head to the airport.

    Bon voyage.

    Leigh McAdam

    www.hikebiketravel.com

    Posted by Hike Bike Travel | Filed Under Airlines, airports & air tickets | 1 Comment 

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