WE booked a trip to India, leaving on November **th from our home in Edmonton and comin...

GetHuman-moelitma's customer service issue with Air Canada from November 2018

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The issue in GetHuman-moelitma's own words
WE booked a trip to India, leaving on November **th from our home in Edmonton and coming back (to Toronto) on November **th (followed by a return to Edmonton, approximately one week later). Our current confirmation code is MEWNQZ. Our trip back to Canada was scheduled to be a flight from Mumbai to Toronto. We received a notification from Air Canada that this flight was cancelled and that we were now returning two days later. We could not afford two more days in India. Moreover, there was a family event, for the birth of a new grandchild that we had to attend in Ontario on December *nd. Accordingly, we had to change our return flight to leave from Dehli on the night of the **th. That also meant that we had to get from Mumbai to Dehli on the **th to catch our flight back to Canada. What we were not told, and were shocked to learn today, is that our seat assignments for all of our flights, including our flight from Toronto to India (which was not changed) were cancelled and that, accordingly, had to be re-book our seats. We were also not told what our India Air flight confirmation number from Mumbai to Dehli. We were very, very uhappy to learn that we (my wife and I) could not book seats together. We paid for premium economy seats and, at least with respect to myself, would not have done so had I not been able to sit beside my wife. I'm not even sure that my wife would have been prepared to pay the difference between economy and premium economy had she known we could not sit together. Moreover, though the process of booking our seats today was relatively straightforward, time consuming but straightforward, that was not the case for the Air India leg between Mumbai and Dehli. Avion told us to call Air India to book these seats. When we did so, we were shocked to learn, according to the Air Indian agent, that we were not booked on that flight. After some time, we called Air Canada. The agent from Air Canada told us that we were indeed booked on the flight but that seats could only be selected by Avion. I expressed discomfort with that because the actual carrier, Air India, whom we had just spoken with, indicated that we were not booked on the flight and hence could not select seats. After some discussion, when I urged the agent to call Air India, the agent indicated that we should call Avion, which we did. Avion also confirmed that we were on the flight and did so after speaking with Air India. An Air India confiration number was provided to me at that point and with that I was finally able to get Air India to confirm that we were indeed booked on the flight & could and did select our seats. Several stressful hours of the day were occupied by this "circus" and we are still left with having paid for premium economy, not getting that on two legs of our flights itinerary and not being able to sit together on the two very long flights, to and from India. This is incredibly unfair and unpleasant and not a problem of our making. It has put a significant pahl over a trip we were so much looking forward to. Ordinarily we travel economy because that is what we can afford. We splurged to make this long trip to India more pleasant but at the end of the day, we are certainly not getting what we reasonably thought we were paying for. I provide my email below but if someone at Air Canada wishes to call me, I can be reached at ***-***-****.

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Air Canada

Customer service issue
Reported by GetHuman-moelitma
Nov 8th, 2018 - 4 years ago
Not resolved
Seen by 16 customers so far
Similar issue to 1104 others
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GetHuman-moelitma started working on this issue
Nov 8th, 2018 12:52am