Baggage fees refund AC:000648000000543

6 messages

Customer Care <CustomerCare@aircanada.ca> Sun, Aug 18, 2019 at 3:18 PM

To: Jaskaran Pal Singh Lnu <jas.bal29@gmail.com>

Your case number is: CAS-1736216-X3S7J0

Dear Mr. Lnu,

Thank you for contacting us. We are really sorry for the inconvenience you experienced while trying
to get to Edmonton from New Delhi in July.

Your itinerary certainly shows you were entitled to two complimentary bags. However, as it states
in your itinerary, AC6398 was a codeshare flight operated by Air India. On codeshare flights, the
baggage policies of whichever carrier operates the longest segment will often apply. In this case,
that was Air India.

Each airline also has its own terms and conditions of carriage. That's why it's important to
familiarize yourself with the operating carrier's terms and conditions, including those regarding
checked baggage. We must respectfully decline your request for a refund of your baggage fees.
For more information, please visit the link below.

https://www.aircanada.com/ca/en/aco/home/plan/baggage/checked.html?ac_altitude_
status=object%3A72&ac_class_of_service=object%3A79#

However, I have forwarded your email to them and asked for their consideration of a refund of the
baggage fee you paid.

We appreciate your patience as we wait to hear from them. As a gesture of goodwill for your
inconvenience, I would like to offer you a 15% discount code. Please see the details of this offer
below.

Again, thank you for contacting us. We hope to have another opportunity to welcome you on board
in the future.

Sincerely,

Bolade Eyo
Customer Relations

To serve you best, I kindly ask that you do not change the subject line if responding to this email.  
 YOUR PROMO CODE IS:
E7KH8VX1

By way of saying thank you, we are pleased to offer you a one-time saving promo code of 15% off
the base fare on your next booking at www.aircanada.com.

To receive your discount, enter the one-time-use promo code above in the Promo Code box at
aircanada.com when you make your booking. If booking with your travel agent, they may enter the
code at aircanada.com/agents.

This discount offer is valid for one year from today. This means you must complete the booking
and travel within one year. You may use your discount for a new booking only, not an existing
booking. The discount applies to a maximum of four passengers, provided all passengers’ tickets
are booked at the same time and on the same reservation.

The discount applies to the base published fare for Air Canada, Air Canada Rouge and Air Canada
Express designated flights. 

The final base fare can be found on the screen ‘Fare Summary’. To the right, displayed in red, you
will find ‘See fare details’. Please note that when you see the fare displayed on the Select Flights
screen, the discount has already been applied.

Promo codes cannot be combined with other promo codes and are not valid on Air Canada
Vacation packages.

------   Original Message   ------

From: jas.bal29@gmail.com 
Sent: 2019/07/14 4:36 PM
Subject: Baggage fees refund
After rescheduling the flight I was sent a ticket with one complimentary baggage. But on enquiring
with air Canada customer representative, I was informed that I am allowed two complimentary
baggages as my ticket was originally bought in December 2018, before the new baggage
allowance rule came into effect. I was sent a confirmation email showing two complimentary
baggage allowance and was told to check the same under MY BOOKING tab in AIRCANADA.COM,
which showed I am allowed 2 complimentary baggages. The representative told me to show the
ticket at check Inn counter when I get to the airport to board the flight and they will accept two
bags. On arriving at the airport Air India didn't accept my second baggage and told me on the
system it only shows one and I have to pay for the second baggage otherwise the can't let me on
the plane. Or I could take up the matter with Air Canada. I called air Canada customer care and
was on the phone for 2 hours on 2 separate occasions and spoke to 4 different people but no one
helped and kept saying there is nothing we can do about it. I was told to pay for the baggage and
get refund after arriving in Canada.

Jaskaran Bal <jas.bal29@gmail.com> Sun, Aug 18, 2019 at 4:46 PM

To: Customer Care <CustomerCare@aircanada.ca>

Dear Bolade,

Thanks for your response but I am not happy either with your service or response to my refund request and the time it
took for you guys to get back to me. I would like you to check your information and facts before giving an invalid reason
for refusing me the refund. If as per your information the baggage policies of whichever carrier operates the longest
segment will often apply, even then it was Air Canada not Air India, please refer the itinerary and you will see that flight
 duration from DEL to NRT was 8 hours and from NRT to YVR was 8 hours and 35 minutes. Just in case you don't have
access to my itinerary, I will attach the copy of it in this email.
I bought the ticket via Air Canada official website and customer representative and if Air Canada official document shows
2 complimentary baggage allowance then that should be honored by the airline regardless code sharing or not, because
ticket was issued by Air Canada, I didn't buy it from Air India, so I hold Air Canada for any inconveniences I suffered. If this
issue is not solved quick enough, unfortunately I will have to take a legal advice on the matter.

Regards
Jaskaran Pal Singh. 

Air_Canada_Booking_Confirmation_R62FGR.pdf
172 KB

Customer Care <CustomerCare@aircanada.ca> Tue, Aug 20, 2019 at 7:03 AM

To: Jaskaran Pal Singh Lnu <jas.bal29@gmail.com>

Dear Mr. Lnu,

Thank you for your email. I understand your frustration. However, there is little more I can add to
my explanation. These fees were paid to Air India and they are the ones who will need to refund it.
As I mentioned in my previous email, I have asked Air India to refund the bag fee. They have
forwarded my request to the airport in New Delhi for review.

As your itinerary clearly states, on code share flights, their baggage rules may apply. This is
beacuse they may have different carriage rules than Air Canada does.

We sincerely appreciate your patience as we wait to here from the Air India New Delhi airport team.

Sincerely,

Bolade Eyo
Customer Relations

To serve you best, I kindly ask that you do not change the subject line if responding to this email.  

[Quoted text hidden]

Jaskaran Bal <jas.bal29@gmail.com> Tue, Aug 20, 2019 at 4:28 PM

To: Customer Care <CustomerCare@aircanada.ca>

Dear Bolade,

Thank you for your prompt reply. Personally no hard feelings at all, it's just that you are represeting Air Canada and are on
the other side of the communication. That being said I know it was a code share flight and yes I was aware of the
baggage allowance rules of Air India, before checking in and know for a fact that Air India allows 2 complimentary
checked in baggages on its flights to Canada. Air India baggage handling manager, he told me if it was Air India travel
ticket, I would have been allowed 2 complimentary bagages by default or if it was an issue on their end he could have
made changes on their system, but it's was an issue on Air Canada end, showing only one complimentary baggage
 allowed and he said, he has to go with what it says on the system otherwise he will have to pay Air Canada from his
own pocket and suggested me contacting Air Canada because only Air Canada can make changes on their system, which
again makes Air Canada liable. I called Air Canada, not once or twice but five times and representatives told me, there is
nothing he/she can do to change the system and I will have to pay Air India the money to check in second baggage which
I can get refunded from Air Canada when I arrive in Canada. Please find attachment in this email confirming the baggage
allowance of Air India and my call log.

I am surprised that you guys very respectfully declined my refund request and are not even admitting that it was an issue
on your end. It looks like Air India and Air Canada not only has a code share on flights buts also a code share on poor
customer service and blame game. I just want my money back and an apology letter from Air Canada and Air India for my
harassment and inhumane treatment.

Regards 
Mr LNU, Jaskaran Pal Singh
[Quoted text hidden]

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Jaskaran Bal <jas.bal29@gmail.com> Tue, Aug 20, 2019 at 4:30 PM

Draft To: Customer Care <CustomerCare@aircanada.ca>

On Sun, Aug 18, 2019, 3:18 PM Customer Care <CustomerCare@aircanada.ca> wrote:

Your case number is: CAS-1736216-X3S7J0

Dear Mr. Lnu,

Thank you for contacting us. We are really sorry for the inconvenience you experienced while
trying to get to Edmonton from New Delhi in July.

Your itinerary certainly shows you were entitled to two complimentary bags. However, as it
states in your itinerary, AC6398 was a codeshare flight operated by Air India. On codeshare
flights, the baggage policies of whichever carrier operates the longest segment will often apply.
In this case, that was Air India.

Each airline also has its own terms and conditions of carriage. That's why it's important to
familiarize yourself with the operating carrier's terms and conditions, including those regarding
checked baggage. We must respectfully decline your request for a refund of your baggage fees.
For more information, please visit the link below.

https://www.aircanada.com/ca/en/aco/home/plan/baggage/checked.html?ac_altitude_
status=object%3A72&ac_class_of_service=object%3A79#

However, I have forwarded your email to them and asked for their consideration of a refund of
the baggage fee you paid.

We appreciate your patience as we wait to hear from them. As a gesture of goodwill for your
inconvenience, I would like to offer you a 15% discount code. Please see the details of this offer
below.
Again, thank you for contacting us. We hope to have another opportunity to welcome you on
board in the future.

Sincerely,

Bolade Eyo
Customer Relations

To serve you best, I kindly ask that you do not change the subject line if responding to this
email.  

YOUR PROMO CODE IS:

E7KH8VX1

By way of saying thank you, we are pleased to offer you a one-time saving promo code of 15% off
the base fare on your next booking at www.aircanada.com.

To receive your discount, enter the one-time-use promo code above in the Promo Code box at
aircanada.com when you make your booking. If booking with your travel agent, they may enter
the code at aircanada.com/agents.

This discount offer is valid for one year from today. This means you must complete the booking
and travel within one year. You may use your discount for a new booking only, not an existing
booking. The discount applies to a maximum of four passengers, provided all passengers’
tickets are booked at the same time and on the same reservation.

The discount applies to the base published fare for Air Canada, Air Canada Rouge and Air
Canada Express designated flights. 

The final base fare can be found on the screen ‘Fare Summary’. To the right, displayed in red, you
will find ‘See fare details’. Please note that when you see the fare displayed on the Select Flights
screen, the discount has already been applied.

Promo codes cannot be combined with other promo codes and are not valid on Air Canada
Vacation packages.

------   Original Message   ------

From: jas.bal29@gmail.com 
Sent: 2019/07/14 4:36 PM
Subject: Baggage fees refund
After rescheduling the flight I was sent a ticket with one complimentary baggage. But on
enquiring with air Canada customer representative, I was informed that I am allowed two
complimentary baggages as my ticket was originally bought in December 2018, before the new
baggage allowance rule came into effect. I was sent a confirmation email showing two
complimentary baggage allowance and was told to check the same under MY BOOKING tab in
AIRCANADA.COM, which showed I am allowed 2 complimentary baggages. The representative
told me to show the ticket at check Inn counter when I get to the airport to board the flight and
 they will accept two bags. On arriving at the airport Air India didn't accept my second baggage
and told me on the system it only shows one and I have to pay for the second baggage otherwise
the can't let me on the plane. Or I could take up the matter with Air Canada. I called air Canada
customer care and was on the phone for 2 hours on 2 separate occasions and spoke to 4
different people but no one helped and kept saying there is nothing we can do about it. I was told
to pay for the baggage and get refund after arriving in Canada.

Customer Care <CustomerCare@aircanada.ca> Wed, Aug 28, 2019 at 10:59 AM

To: Jaskaran Pal Singh Lnu <jas.bal29@gmail.com>

Dear Mr. Lnu,

Thank you for your patience. Unfortunately, Air India declined our refund request. As I previously
explained we are unable to refund fees given to another airline and their baggage rules may apply
on code share flights.

The goodwill 15% promo code was given as compensation for this incident.

We are truly sorry for the disappointment an we appreciate your understanding in this matter.
[Quoted text hidden]