Air Canada: A Terrible Example Of Customer Service
In the past month I have been The Travel Diva.
I was in Barbados presenting at a conference, then off to Montreal to be trained about Global Warming from Al Gore (a volunteer project I’m doing), off to Chicago and then back to Edmonton to emcee a local 2-day conference.
I had many fabulous experiences but I also had 1 noteworthy brutal customer service experience as well.
This is a company who definitely does not read anything from www.sethgodin.com or your very own www.salesdivas.com!
Which company am I referring to??
Air Canada.
They take the cake for conducting their business in complete denial. (never, ever use this airline by the way!) The ways they screwed up were too long to identify here - however - when I contacted their Customer Service and Complaint Department - they said they would get back to me in approx. 5-6 weeks.
Wow - how is that for a speedy resolution?
As a Canadian - I would love to be able to brag about our wonderful national airline. But I can’t. Their staff are rude, condescending, lacking in responsibility and they have given me enough fodder for a million seminars in the future.
However, I CAN brag about another Canadian airline that is doing EVERYTHING RIGHT.
www.westjet.com is the “little airline that could” and has been growing leaps and bounds in Canada over the past decade.
They get it.
If you want friendly customer agents who treat their customers as guests, positive problem-solvers who are given flexibility to make decisions and who CONSISTENTLY provide exceptional service on every level…then www.westjet.com is the airline to use.
Have a look within your own market and your industry. I would bet there are 2 companies who represent both sides of the scale. One is doing amazing things for its customers and the other….well - they are big but they are dying a slow, “monopolizing” death.
Make sure you know which side your company represents.
So there.
I can’t stand Air Canada. I think they get an Employee of the Month award for who can be the rudest to customers. I have too many examples to share, so I’ll post something to my blog. Actually, I think I may already have a post there somewhere.
I love Westjet, but I don’t fly with them that often. The last time I flew Westjet was about 4 years ago on a flight from Calgary to Toronto. I remember being greeted at the counter so loudly and so enthusiastically, I thought there was something more than just sugar in their coffee. Plus, the fact that there’s no first class, all the chairs are leather and there’s AMPLE leg room makes Westjet my first choice.
However, Westjet flies to limited places and their ticket prices then to be $50 to $100 more than Air Canada. This often makes Air Canada my only choice on many trips.
Air Canada doesn’t care. Nor do I. I just board the plane, sit in the window seat and pray that I get to my destination safely. I would never do anything more than that for Air Canada since Air Canada doesn’t care about me.
Comment by Leesa Barnes — April 21, 2008 @ 11:34 am
I know what you mean, Kim. I’ve stopped flying AC all together, and devote myself entirely to Westjet. I love the way they make me feel as a customer. Both airlines appeal to different people, of course - I love the friendly customer service, the airmiles and the jokes they tell. I ESPECIALLY love the little tvs in the back of the seats and the real live person answering the phone… It’s a real lesson in a company that makes its customers feel special and is easy to do business with.
Leigh Clements
The Mystery Maiden
Shot In The Dark Mysteries.com
PS Our Alberta weather stinks, but I hear it will get better on Thursday!
Comment by Leigh Clements — April 21, 2008 @ 12:49 pm