Air Canada is so overwhelmed with coronavirus it can't handle the phone calls
Air Canada is fighting to keep its head above water as coronavirus wreaks havoc on flights across the world.
Not only did Air Canada lose $200 million after being forced to cancel all flights to China due to the epidemic, but the airline also recently came under fire for having a passenger with coronavirus on one of their Montreal-Vancouver flights.
And now, Air Canada is struggling to even pick up the phone.
Hello Darryl, we apologize for the long wait on the phone. We do have agents answering as it is a 24 hour line service. We are simply extremely busy due to the weather and the Coronavirus outbreak. Please refer to your DM as we answered your message from there. Regards /Nick— Air Canada (@AirCanada) February 27, 2020
Air Canada customers urgently re-booking flights are being forced to wait hours to reach a customer service agent — and that's if they're lucky enough to get through at all.
The airline even recorded a message on Thursday warning customers that they wouldn't be able to take their call due to coronavirus re-bookings.
Way to go @AirCanada . Calling the contact center using the 800 number yields a message saying you're soooooooo busy with Coronavirus problems you can't even put us on hold. *But* calling the toll number? No problem! We'll make you wait as long as it takes.— Jamie Fraser (@jamiefraser1968) February 28, 2020
Air Canada was so overwhelmed with calls that they couldn't even put passengers on hold.
@AirCanada I understand the increased call volumes due to coronavirus, but how can a major airline have a recorded message that passengers cannot hold to speak to a representative??— Christopher Smart 🇯🇲 (@SmartCsmart) February 27, 2020
In fact, the airline refused to speak with passengers over the phone unless their departure time was in the next 48 hours.
Air Canada: Our call volumes are signficantly higher due to coronavirus. We can't help you unless your flight is 48 hrs away. 🤷♀️— Melissa Carrier (@Jemstaa) February 27, 2020
And considering that the email response time is 30 days, customers were being left with few options.
@AirCanada we would like to reschedule or refund our plane ticket to japan due to the coronavirus situation. But no one is answering the phone number and the email response time is 30 days. What is the best way to reach a live agent to resolve this issue? Thanks— Minerva Jus (@tsang_cassandra) February 26, 2020
One customer that managed to get through to the airline was disappointed after Air Canada hung up on her.
No she told me she’s had a busy day and with corona virus she doesn’t want to hear me out. Either I going to rebook or not, and I said “pardon me?! You’re being rude and then she said no I’m not. And then hung up on me.”— rookz ♖ (@rookzie) February 28, 2020
And this customer had the same experience.
@AirCanada— Jade Kwong (@jadorxe) February 27, 2020
Tried to get a customer service rep to speak to yesterday on the phone, was placed on hold for almost 2 hrs to have them hang up on me. Would like to rebook Japan trip due to coronavirus. CDC issued Level 2 advisory. Please advise, thank you!
With Air Canada officially extending its cancellation of all flights between Canada and China to April 10 due to coronavirus, customers should brace themselves for more frustrating wait times over the next few months.
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