A winter storm over the past few days has complicated the plans of many travelers, with hundreds of passengers queuing for hours at Montreal-Trudeau airport just to speak to an Air Canada employee on the phone.
It’s hard to miss the crowd gathered in front of the airlines kiosk upon reaching the departure area. At the end of the endless line of over a hundred people, including many sitting on their suitcases, we noticed an unusual sight.
As the company’s switchboards were all busy, a folding table was added to their side as disgruntled customers flooded in. A dozen white telephones were placed there, by empty bottles and cans left over from the day.
Photo by Josie Desmarais, The Press
After waiting in line for hours, Air Canada customers whose flights have been delayed or canceled pick up the phone to speak with an airline representative.
And the faces are long. Manpreet was waiting in line for more than five hours. The young woman and her friend, Sydney, alternate behind the handset after canceling their morning flight, desperate to return to Nova Scotia.
If we can talk to someone, exchange information. There are employees [d’Air Canada] Passing through, but they don’t know what they’re talking about.
Manpreet, waiting for a flight back to Nova Scotia
Photo by Josie Desmarais, The Press
Willie Ntetu and Joey Gaudreault (left) chat with other passengers.
Arriving from Quebec in late afternoon on a storm-delayed flight, Willy Ntetu, Joey Gaudreault and their two children apparently missed their transfer to Cancun. The couple, who were hoping to get a taste of the Mexican sun in time for Christmas, have now been stuck in line for four hours with their two children.
“At first, we thought we were going to talk to an Air Canada representative at the end of that line, but we realized it was just for talking on the phone, blamed Willy Ntetu. Most of the people in the line didn’t even know it was for talking on the phone, there were no signs. »
Photo by Josie Desmarais, The Press
On Sunday afternoon, more than a hundred people lined up outside the Air Canada booth.
“Use Online Tools”
Air Canada said in an email Sunday that “a number” of flights scheduled for today had to be canceled “in the past” due to “weather conditions, reduced airport capacity and other operational limitations.”
“We will continue to monitor the situation as it develops and we will adapt to changes in weather conditions throughout the day,” the carrier continued.
Air Canada said it has implemented “comprehensive goodwill procedures” for those who no longer wish to travel, so they can cancel their flight online and receive a full refund or voucher.
“Customers must use online tools to get their refund or their travel voucher or amend their booking. If having a confirmed flight, we strongly advise them to go to the airport only if its status indicates that it is operated.
A system
Of the 477 scheduled flights (departures and arrivals) at Montreal-Trudeau Airport this Christmas Day, only 23 were canceled, mainly domestic flights.
Photo by Josie Desmarais, The Press
Dozens of flights were delayed or canceled due to weather conditions.
“With a weather system that has affected the entire northeastern United States, there will be delays,” explained Anne Marcotte, director of public relations at Aéroports de Montreal. “It’s all a system. Flight not departing from [l’aéroport] La Guardia cannot reach Montreal and therefore cannot leave. »
The latter noted that despite difficult weather conditions over the past few days, operations at the Montreal-Trudeau airport have been maintained.
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