A passenger who got stuck in a very long Air Canada check-in line causing her to miss the flight is now suing the airline after she was supposed to sit multiple rows away from her 3-year old daughter on a later flight.
Air Canada rebooked the passenger onto a later flight after their long check-in lines caused the passengers family to miss the check-in deadline despite being at the airport on time.
According to a Small Claims Court lawsuit filed in Nova Scotia the passenger and her family arrived at the airport 1:30h prior to the flights departure, yet was unable to check in due to long lines and insufficient staffing.
She was then told that she won’t be able to make her flight as booked and rescheduled to a later flight only to find out just before the flights departure that her 3 year old daughter was seated several rows away from her. Being pressured yet again by Air Canada agents the entire family then chose to fly the following day.
The story was available in the Globe and Mail (access here).
A woman who was moving to Halifax with her young children says she’s suing Air Canada partly after having to choose between sitting rows away from her three-year-old daughter on a plane or missing the flight.
Nicole Paine, who was with her twin newborns, three-year-old daughter and mother, says she was moving from British Columbia to Nova Scotia on a 1 p.m. flight that connected in Toronto on Dec. 14, 2016.
She says in a notice of claim filed on Feb. 22 in the Small Claims Court of Nova Scotia that there were no Air Canada agents free to help them after she arrived at 11:30 a.m.
Paine says they were told they would make the flight, but were then told the flight had ended the check-in period and they were booked on another flight that would depart later the same day.
She said her family were only able to board last and found out they had been booked in seats several rows away, so opted to stay there overnight and fly the next day.
The notice says they’re seeking $2,400 plus costs, but Air Canada told Global News it could not comment since the matter is before the courts.
The article doesn’t give much information about the exact route but I have seen the Economy Class Check-In back home in Vancouver and it’s a zoo during the peak hours. 90 minutes to spare should be sufficient time though considering it’s a domestic flight and I wouldn’t put the responsibility on the passenger in this case based on the timely arrival at the airport.
Air Canada (and any other airline) is responsible for managing their check-in and lineup in an orderly and efficient manner. That includes having staff attend to the line and inquiring with passengers what flights they are checking in for if the lines are really bad on a particular day.
Once the family was rebooked and received new boarding passes they should have spotted their seat assignments and noted that they aren’t seated together. With no status it’s obvious why they were only able to board the aircraft last (depending on the location of their seats).
The reaction of the Air Canada ground staff to pressure the family to fly regardless of the situation (having a 3 year old girl seated between strangers, rows away from her guardians supervision) is unacceptable. Especially with other molestation cases in the air that made the rounds in the past 12 months.
I think Air Canada dropped the ball here on multiple occasions. The way the situation was handled has been horrible from beginning to end and I don’t believe the passengers would get anywhere with Air Canada Customer Relations which is absolutely horrible.
As far as the lawsuit goes I’m not sure what they’re basing their claim on. Small Claims Court usually recovers financial damages but is unable to award punitive damages. They likely need a very sympathetic judge to decide in their favor if they seek a complete refund of their tickets for a flight they eventually ended up taking. For sure they’d be able to recover out of pocket expenses for meals, hotel night, cancellation/rebooking fees (if any). Good luck to them!