Nice to see that not much has changed with Air Canada since I left. I was an Elite member of their frequent flyer club at one point, however, since moving to Hong Kong, I have switched to Cathay Pacific - never been happier - and the service is fantastic.
The switch was actually done at the recommendation of an Air Canada customer service representative. My family and I were returning from Hong Kong in 2002, and wanted to sky check a baby stroller. They told me that I could not because of Hong Kong airport regulations. I was told I would have to check it at the check-in desk. Since we had been in Hong Kong for 4 months, we had a lot of luggage to bring back - but I made sure we are not over the limit by posting back any excess. After checking in the stroller, they told be the excess baggage charge would be HK$900 (Approx Cdn$180). I was shocked. I told them that no airline including theirs charged for a baby stroller as excess baggage. After arguing for 30 minutes, I agreed to pay and take the issue up back in Toronto.
Upon my return to Toronto, I tried to phone customer service - no can do - there is no phone to customer service - only email or fax. I tried to visit their head office in the Air Canada center - no customer service there. I went to the airport - no customer service there. The only customer service was in Calgary - and only by phone or email. This actually worked to my advantage.
I emailed CS in Calgary - and was told that it was indeed Air Canada's policy to charge for baby strollers. I was also told that I would not be getting a refund. I informed them that their competition does not charge, a fact they disputed. I then sent a note to Cathay Pacific asking their policy. Not only did Cathy confirm that they do not charge, they also confirmed that you are allowed to gate check the stroller in Hong Kong. I emailed Air Canada back with this information, and asked why they have a very non-competitive policy in place. The response, and I quote from the written email:
Well - I did. Commuting between Toronto and Hong Kong at least once per month, the next number of flights was done on Cathay. On the very first fligth, they upgraded me from Business Class to First Class. After 6 months, I had my new Sapphire card from One World - equivalent to Air Canada Elite. I pulled out the old email from the Air Canada customer service representative - and proceed to respond as follows:
I cc'd the note to Robert Milton as well. That was the last I ever heard from Air Canada, and have not stepped on an Air Canada jet since.
The switch was actually done at the recommendation of an Air Canada customer service representative. My family and I were returning from Hong Kong in 2002, and wanted to sky check a baby stroller. They told me that I could not because of Hong Kong airport regulations. I was told I would have to check it at the check-in desk. Since we had been in Hong Kong for 4 months, we had a lot of luggage to bring back - but I made sure we are not over the limit by posting back any excess. After checking in the stroller, they told be the excess baggage charge would be HK$900 (Approx Cdn$180). I was shocked. I told them that no airline including theirs charged for a baby stroller as excess baggage. After arguing for 30 minutes, I agreed to pay and take the issue up back in Toronto.
Upon my return to Toronto, I tried to phone customer service - no can do - there is no phone to customer service - only email or fax. I tried to visit their head office in the Air Canada center - no customer service there. I went to the airport - no customer service there. The only customer service was in Calgary - and only by phone or email. This actually worked to my advantage.
I emailed CS in Calgary - and was told that it was indeed Air Canada's policy to charge for baby strollers. I was also told that I would not be getting a refund. I informed them that their competition does not charge, a fact they disputed. I then sent a note to Cathay Pacific asking their policy. Not only did Cathy confirm that they do not charge, they also confirmed that you are allowed to gate check the stroller in Hong Kong. I emailed Air Canada back with this information, and asked why they have a very non-competitive policy in place. The response, and I quote from the written email:
Well - I did. Commuting between Toronto and Hong Kong at least once per month, the next number of flights was done on Cathay. On the very first fligth, they upgraded me from Business Class to First Class. After 6 months, I had my new Sapphire card from One World - equivalent to Air Canada Elite. I pulled out the old email from the Air Canada customer service representative - and proceed to respond as follows:
I cc'd the note to Robert Milton as well. That was the last I ever heard from Air Canada, and have not stepped on an Air Canada jet since.
... but the only appealing tickets ($ and times) were with AC....but in checking further the 9h35pm flight leaving Orlando was suddenly changed to 16h40 so I'm pretty much stuck with what I have. 
