Air Canada steps up its customer service, for a fee
Travel Weekly, 4/2/2008
Air Canada will go the extra mile to assist customers affected by flight delays and cancellations, but the airline isn't doing it for free.
A new service called On My Way provides customers with "speedy phone access to specially trained Air Canada customer service agents who will provide travel and accommodation solutions for customers whose plans have been disrupted by factors such as adverse weather conditions or airport and air traffic delays," said the airline.
The service costs $25 for short-haul flights and $35 for long-haul flights, each way. It is available for all Air Canada and Jazz flights within Canada as well as to and from the U.S. (including Hawaii and Alaska).
Air Canada said it will find alternate flights on Air Canada or other airlines for On My Way customers, and will provide complimentary hotel accommodations and meals "if required."
"We know how frustrating it can be when travel plans are disrupted by factors beyond the airline's control, such as bad weather or airport and air traffic delays. With the introduction of On My Way, Air Canada is going beyond what other airlines offer," said Ben Smith, Air Canada's executive vice president and chief commercial officer.
"On My Way service gives customers peace of mind knowing they will have access to dedicated customer service agents who will assist them to get them on their way more quickly and smoothly when these situations occur."