Air Canada - flight from Denver to London via Toronto - told needed to have a transit visa to fly via Canada - so unable to take flight via Toronto

# 6 for October 9, 2003

Complaints.com received the following on October 8, 2003:

From:

RE: Air Canada - flight from Denver to London via Toronto - told needed to have a transit visa to fly via Canada - so unable to take flight via Toronto

To:

Air Canada - Customer Solutions

PO Box 64239,

5512 4th Street, NW

Calgary, AB, Canada

T2K 6J0 Sub: Air Canada refused to fly me back home. Sir/Madam, This is to bring to your attention the inconvenience and the humiliation caused to me when Air Canada refused to fly me back home on a flight from London to Denver via Toronto. This is the second letter to Air Canada in this regard. I am an employee of Ciena Corporation and I fly on business quite often. I booked the economy class tickets to London via American Express. Since I am a premier member (0308734ssss) of the United mileage plus program, I prefer to travel on United & its partners. Amex had to book me on Air Canada on my return flight because there was no economy class ticket available on United. They gave me following tickets: 1. Denver-Chicago-London on United 958 on July 27, 2003

2. London-Toronto-Denver on Air Canada 857 on Aug 04,2003 When I was returning from London, Air Canada issued the Boarding pass to me, but at the Gate, they refused to fly me back home. They told me that I needed to have a transit visa to fly via Canada.

They also accused me:

1. That I was trying to illegally enter Canada

2. I tried to distract the agent who issued me the boarding pass so that he won't look if I had a visa to Canada. They kept me waiting for almost an hour and did not let me call anyone from the gate. After about an hour or so, when I was told that I can not fly, I asked them to make the alternative arrangement for me (direct flight to US). Air Canada told me that they are not in a business of making alternative arrangements for anybody. When I told them that they are putting me through hell, I was told that this is what I deserve.

When I asked them why I deserve this, I was told that I tried to cheat Ticket agent not to look at my passport and my visa for Canada. I kept telling them I am not going to Canada and Amex has not informed me that I needed a visa; they accused me that I might have lied to Amex also. After about an hour or so wait, I was escorted by another Air Canada senior staff out of airport, who asked 100 questions. Finally, Air Canada gave me two options: 1. Either I apply for transit visa to Canada, which can be approved in a couple of days or so, and then they can let me fly, if my visa is approved. 2. Or I make my own arrangements. I chose to make my own arrangements and bought a business class ticket on United for a price of $4991.14, since there was no economy seat available. After coming back I have contacted American Express and Air Canada. Air Canada refuses to talk to me after the first apology letter. I have also requested for Air Canada policy for need of transit visa in this case. Air Canada has refused to respond on that either. I have also left messages to Air Canada Regional Sales Manager and have not heard from her either. American Express has also been unsuccessfully trying to contact Air Canada in this regard for a long time now. I need following answers from Air Canada:

1. Why Air Canada refused to fly me back home? If there is a need of transit visa in this case, I need to see the policy? If there is no need, I need to find out what action has been taken by Air Canada, so that future Air Canada passengers are not harassed the way I was harassed.

2. My company has refused to pay me $4991.14 as Ciena does not pay for business class travels. Who is going to bear the cost?

3. What about the harassment, inconvenience and sufferings caused to me due to Air Canada? I have not been able to recover from the harassment till now. I still fear that for some unknown reason I may be refused to fly on just about any flight. I request Air Canada to look into this matter and address my issues as soon as possible. Please find attached. [not posted here]

1. Air Canada Boarding Passes

2. Amex Travel Itinerary

3. United Business Class ticket Regards, Manish Shrivastava