Matt Molnar
2008-04-03, 09:04 PM
Air Canada to charge for customer service (http://www.thestar.com/Business/article/409330)
Airline adds fee to aid customers when flights delayed or disrupted due to weather, traffic
Apr 03, 2008 04:30 AM
Chris Sorensen
Business Reporter
It was bound to happen eventually: Air Canada now wants you to pay extra for better customer service.
In an era of continued cost-cutting, the country's largest airline yesterday rolled out a new service called "On My Way" that, for a fee, promises to help passengers cope with delays and cancellations beyond the airline's control, including bad weather or airport traffic.
"This is something that many airlines used to do in-house," said Rick Erickson, a Calgary-based airline consultant. "But since the advent of the low-cost carrier, everybody wants cheap fares."
Air Canada said passengers who opt to pay an additional $25 one-way on short-haul flights and an extra $35 one-way on long-haul routes within North America will receive "speedy" access to "specially-trained" customer service agents who will help rebook flights on Air Canada or other airlines, as well as pay for hotel stays and meals, if necessary. [Full Story (http://www.thestar.com/Business/article/409330)]
This doesn't really explain when you would pay the fee, when you book or at the time you actually need to talk to someone. Either way it seems more like travel insurance than "customer service." Meals and hotel for $25 sounds good to me.
Airline adds fee to aid customers when flights delayed or disrupted due to weather, traffic
Apr 03, 2008 04:30 AM
Chris Sorensen
Business Reporter
It was bound to happen eventually: Air Canada now wants you to pay extra for better customer service.
In an era of continued cost-cutting, the country's largest airline yesterday rolled out a new service called "On My Way" that, for a fee, promises to help passengers cope with delays and cancellations beyond the airline's control, including bad weather or airport traffic.
"This is something that many airlines used to do in-house," said Rick Erickson, a Calgary-based airline consultant. "But since the advent of the low-cost carrier, everybody wants cheap fares."
Air Canada said passengers who opt to pay an additional $25 one-way on short-haul flights and an extra $35 one-way on long-haul routes within North America will receive "speedy" access to "specially-trained" customer service agents who will help rebook flights on Air Canada or other airlines, as well as pay for hotel stays and meals, if necessary. [Full Story (http://www.thestar.com/Business/article/409330)]
This doesn't really explain when you would pay the fee, when you book or at the time you actually need to talk to someone. Either way it seems more like travel insurance than "customer service." Meals and hotel for $25 sounds good to me.