Originally Posted by
Beagle
Some contrition that they acknowledge they have caused customers heaps of difficulty with their lack of call centre staff and inequitable credit system would be a start. Then going on to say we are looking at making it a lot easier for people to use their credits which can be applied to flights for whomever the credit holder chooses and these credits no longer have an expiry date would be far more fair and reasonable. People should be able to, for example, hold on to their business class return airfare credit to Vancouver until they feel its safe to travel their again, not if and when AIR ever allows them too. I really think someone needs to run a test case through the consumer guarantees act and / or fair trading act. You pay for a service, the supplier can't provide that service in a reasonable timeframe, my understanding is you're entitled to a full cash refund under the CGA. The CGA covers both goods and services. To say AIR have an "outstanding reputation for care, compassion and heart" is a gross and extremely misleading representation of how they're currently treating customers.
Why not just come clean and simply say we'd go broke if we refunded everyone but we are introducing flexi credit, use it as and when you like with no time limit for whomever you like. I suppose its too much to ask for honest talk and fair play ?