I don’t even know where to start with the absolute disaster that was my recent travel experience with your airline. My original flight from Toronto to Edmonton was canceled, so I rebooked from London to Edmonton instead. You then switched me to Air Canada—except you didn’t actually do it properly, and Air Canada had no record of the switch. Fortunately, I had saved the transcript of my chat with your agent, so I had proof that you were, in fact, lying.
After yet another round of calls (doing your agents’ job for them, I might add), I finally got rebooked to fly from Toronto to Edmonton the next day—only for that flight to be delayed by another 2.5 hours. At this point, I’m genuinely wondering if you run an airline or a very elaborate social experiment to test human patience.
Throughout this entire ordeal, I was the one finding flights and suggesting options while your agents floundered. If I wanted to book my own travel while dealing with incompetence, I’d have let Expedia’s chatbot handle it. What exactly do your agents do if passengers have to solve their own problems?
This was an embarrassing, frustrating, and completely unacceptable experience.