Seneca College COM101 - Air Canada Complaint Letter Evaluation

This document presents a student's complaint letter to Air Canada, addressing a series of negative experiences during a flight from Venice to Los Angeles. The letter details a five-hour flight delay due to mechanical issues, missed connecting flights, inadequate hotel accommodations, and subsequent delays caused by further mechanical problems. The student criticizes the airline's customer service, lack of assistance, and the poor condition of replacement aircraft. The letter emphasizes the contrast between Air Canada's performance and Canadian values, urging the airline to improve its response to crisis situations and prioritize customer satisfaction. The assignment is part of Seneca College's COM101 course, focusing on persuasive writing and proposal letters.

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1010 Easy Street
Ottawa, Ontario P0J 4L8
March 1, 2020
Calin Rovinescu, Air Canada
Air Canada’s Office
2 Queen St E
Toronto, ON M5C 3G5,
Canada
Dear Mr. Rovinescu,
My name is Alison Mori, and the reason I am writing to you is because of a nerve
wrecking experience that I had with Air Canada during my flight from Venice, Italy, to Los
Angeles, California, USA on 02/02/2020 to 02/03/2020. The flight we were supposed to
board on from Venice to Toronto on 02/02/2020 got delayed by 5 hours, and as a result of it,
my friend and I missed out connecting flights. Although I was previously warned about the
harrowing experiences of passengers flying with Air Canada, but I was left with no other
options as it was a situation of emergency.
Air Canada should symbolise the values and ideals of Canada
Unfortunately, the mechanical failure was found right at the moment of take-off.
Although we are thankful for the glitch to be found, the question still remains- how was it not
checked before boarding of the passengers? Moreover, on our arrival in Toronto, we
discovered that there were no outgoing flights that would route through Los Angeles that very
evening. There were no other option but to lay-over. The airline booked us a local hotel as we
claimed our luggage. The wait timing for the shuttle to arrive was more than 40 minutes.
Along with it, the carrying capacity was only 1/3 of the people who were forced to lay-over.
Hence we were forced to book an Uber for $60 for avoiding the waiting time at the curb side
of the airport. On our arrival at the hotel, no representatives of Air Canada were present to

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provide proper assistance for the passengers. The hotel was located in a questionable area,
and had no room service. Since it was quite late in the night, no hotels and restaurants were
open and McDonald’s were our only option. However, they did not accept the food vouchers
that was given to us by Air Canada. This too added to our expenditure. At the time of
rebooking, we did not have any say regarding the time of flights. The next morning, shuttle
arrived fifteen minutes before the scheduled time and did not bother to wait, and this was
confirmed by the hotel authority. They helped us in booking a cab to the airport, and this is
something Air Canada should take a lesson from. On arrival, the new flight from Toronto to
LAX was again delayed due to mechanical issues and had to be replaced as it could not be
fixed. It does not end here. The replacement aircraft was also faulty (which made it the third
faulty aircraft of Air Canada). The cabin crew had to be replaced at they were working past
their shift timings while we were not allowed to deplane. The waiting time on-board was over
an hour as the aircraft got fixed. The customer service was hardly empathetic.
Air Canada, a priority for the country
It goes without saying that the airline is a complete contrast to what we Canadians are
known for in the rest of the world. Whereas Air Canada fails to meet the basic requirements
for an airline company. As a frequent flyer, I know about the unexpected delays and glitches.
However, the manner in which one responds to crisis situations speak volumes about their
ethics and values.
I hope that you understand and consider this letter from the perspective of a good
Samaritan who wants the better of the resources of her country. I also believe that you would
look into the matter as we all share the same vision.
Yours sincerely,
(Name of the Student)