Michelle and Paul Barter vacationed in Cancun, Mexico last month. (Submitted by Michelle Barter)
A relaxing vacation to Cancun, Mexico soon turned into a harrowing experience for a couple from Port au Basque when their flight home was canceled and delayed for a week.
What should have been a two-hour flight ended up costing Michelle and Paul Barter an entire week of travel time. Their flight from Montreal to Deer Lake was canceled not once, but four times in a row and then delayed for another three days after that.
Michelle Barter said the fourth cancellation in as many days was too much for her.
“I was in shock, in disbelief, crying,” Barter said.
Staffing problems and chaotic conditions at Canadian airports made diverting to different airports a risky venture. Barter says booking agents advised against trying to reroute to get home faster, because flying to Toronto to get to Deer Lake could cause a whole new cycle of problems.
In an emailed statement, Air Canada’s media relations team acknowledged the recent widespread dysfunction in Canadian air transport.
“The global air transport industry is currently facing challenges due to issues with airports and third-party providers of such services as passenger screening, customs and air navigation,” they wrote.
“We know that travel disruptions are very frustrating and frustrating for our customers and we deeply regret when these situations arise. We can assure you that we are working hard with our industry and government partners to resolve these issues that affect our performance.”
Michelle and Paul Barter saw scenes of chaos and disorganization for five days at Montreal-Pierre Elliott Trudeau International Airport. (Submitted by Michelle Barter)
Barter says she and her husband were on their own when it came time to find a place to sleep in Montreal, a city they were unfamiliar with.
They were able to get hotel rooms that cost them over $300 a night. All expenses such as hotel stays, food and taxis landed on the couple’s credit cards, totaling nearly $3,000 during the unexpected travel time.
“I am forever changed by this experience”
After the fourth refusal, Barter says they’ve had enough. They rebooked a flight from Montreal to Sydney, North Carolina, and then took the Marine Atlantic ferry to their home in Port-au-Basque.
Barter says the flight reservation from Montreal to Deer Lake could not be canceled, leaving the couple on the hook to pay for two different flights home each.
Barter also says the emotional stress of the whole ordeal has left her with an anxiety hangover that’s hard to shake. “I think I’m forever changed by this experience,” Michelle Barter said.
“Even the sound of a text message on my phone makes me panic,” she said, adding that text messages about flight delays and cancellations made her very nervous during their travels.
Michelle and Paul Barter were enjoying their Mexican vacation until they ran into trouble due to canceled flights in Montreal. (Submitted by Michelle Barter)
Their vehicle and all their luggage would not be picked up for another three days, when Paul could arrange transportation to take him to Deer Lake, more than 150 miles away. Paul’s suitcase, full of clothes, arrived wet and moldy, according to Michelle.
On more than one occasion, Barter says, Air Canada reservations officials told her the airline would reimburse her and her husband for the extra costs caused by the cancellation, saying there was nothing to worry about.
So far, the only correspondence they have received from Air Canada has been in automated replies. Barter submitted complaints to the airline’s online flight disruption portal and was met with emails saying complaints would be dealt with within 30 days.
“Right now I have no desire to travel anywhere that requires a flight,” Barter said.
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