I totally agree that it's best to be friendly to CSRs and to work with them on finding a solution. They're just employees and have no power on company policy, and they are not out to get you. In fact, I think that is generally the best way to conduct ourselves in life, to be cordial with people and give them the benefit of the doubt, unless they are personally rude to you. I do a lot of traveling myself and ran into my share of problems, and I always thank and show my appreciation to the CSRs and agents that try to help me. And usually they do try their best to help you.Absolute wrote: ↑ I don't disagree at all - companies get away with these things because people aren't willing - or in such a large country with few transportation options, able to - boycott them to force change. They're big, one of the only options, and they knew it. It's why those new "Canadian Air Traveler Rights" were written the way they were; the original versions protected PAX, the final versions have the airlines fingerprints all over it. Fairness doesn't matter to AC - look at the CBC articles about those same passenger protection rights, where a husband was given money due to a delay, while they told his very own wife on the same flight that it wasn't eligible for compensation. Kinda a comedy, if it wasn't screwing over customers.
You're right about the publicity and outrage they want to avoid, but regarding the conditions of what the OP bought, as I mentioned, they state in there that the airline can make whatever changes they want, providing they get them from point A to point B. Those conditions aren't fair - they're legal-speak and burried deep, but it wasn't a change of agreed upon conditions.
I'm all for the OP posting, but that's why I wrote only after the OP said "All I want is to get their customer service". If the OP said they also wanted to vent, see if someone else experienced the same thing, wanted to confirm AC can legally do this, or ask for ways to publicize the issue and speak to journalists, etc., then awesome! If the OP did only want that... then our approach of advising them of ways to contact AC, and how they can legally do this (so they don't get AC on the phone, and claim it's illegal, not allowed, etc. which would immediately cause the CSR to hang up or invoke their legal department for protection) has accomplished their goal.
I'm probably more biased, spending more time on planes and dealing with airlines than most people on here, where I've seen how little we can change as individuals, and that the best policy is to talk to the CSR as friends, asking for help, and ensuring you don't talk in anger/frustration or ask them to do something impossible.
But yeah the state of the airline industry, the system itself, is very flawed, and Canada even more so due to the lack of competition. They try to get away with as much crap as possible in their legalese agreements and conditions, and they know it; that's why if you ask and push a little they usually offer something to you, it's just that you have to play the game, and it's not consistent with what others can get. I think despite the seemingly impossibility of changing the state of things, we shouldn't settle, we all just want to be fair to both them and for ourselves.
And I see OP got it worked out, glad it did!