The summary of the situation that occurred on March 13-15 is set out below and a draft letter is attached. I would like feedback on the letter and my requested remedy. Thanks in advance for your help.
- I booked two business class tickets through Air Canada from Nanaimo, BC to Rio de Janeiro, Brazil. I used Aeroplan miles to book these seats, paying credit card fees for several years in order to save sufficient miles for business class seats.
- The United Airlines flight from Vancouver to Denver was cancelled due to weather, however, we could have been back on schedule to our destination that day if not for poor Air Canada customer service (sending us away for an hour and then when we returned, refusing to assist us, telling us we had to go to another line-up for United Airlines).
- Air Canada cancelled our re-booked business class flights from Vancouver to Rio de Janeiro, citing a flaw in United Airlines method of attaching the ticket to the booking. United Airlines denies that there was an error, but regardless of the situation, Air Canada should not have cancelled our booking without notice either to United Airlines or to me. I had no knowledge of the cancellation until I went to choose our seats. According to one Air Canada agent I spoke to “the seat was needed for another customer.”
- I spent all night on the phone on March 14-15th between Air Canada and United Airlines seeking assistance to rectify the problem, which I had no part in creating. Air Canada’s customer service was, for the most part, extremely poor. Rather than acknowledging responsibility for the ticket cancellation and trying to correct the situation, I was repeatedly told that it was United Airlines problem. This was despite issues with their reasoning - e.g. Air Canada told me that United Airlines assumed control over our tickets when re-booking our flights due to the weather delay, yet Air Canada somehow managed to assume control over our tickets when cancelling the flights.
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