Air Canada customer service… or lack thereof?

VANCOUVER (NEWS1130) – A marketing expert feels Air Canada should be doing more to reassure passengers and win back travellers annoyed with all the disputes.

What is the company doing to reassure those affected by this so called “sick in“?

“We are offering customers the opportunity to make changes to their travel plans. They can postpone their travel to another day, if they wish and they can do so without penalty,” says Angela Mah with Air Canada.

What about discounts or vouchers or any other kind of incentive? “Our focus today is getting our customers to where they need to get to as soon as possible. And remember that from YVR flights are departing as scheduled. The impact at YVR has been minimal.”

Lindsey Meredith with SFU says the airline’s PR tactics are not working well. “Air Canada is on the wrong side of the PR fence these days. Too many issues related to labour problems, customer service issues, where from a marketing standpoint, some of their policies are tragic.”

“From a marketing standpoint, fair enough you are going to let the customer reschedule. But it is kind of the equivalent of saying ‘Look you came into my store and couldn’t get the product that you paid money for… so I’m going to be a real good guy and give you your money back.’ Be still my heart.”

He adds this is all looking very good for Air Canada competitors.

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