The suspension of Air Canada’s direct flight from Fort McMurray-Toronto is causing chaos and stress among passengers, and some say they will not use the airline again in the future.
Nathalie Bertlo says her flights have been changed nearly a dozen times. She is trying to get back home to New Richmond, Quebec to see her siblings and parents for the first time in three years.
Her travel plans originally had her stopping in Toronto and Montreal and finishing in Bathurst, New Britain
She booked her flight in February, with the first change coming on April 28.
In his original flight schedule, Berthelot made sure to have long layovers. She plans a 24-hour layover in Montreal so she can visit her aunt.
That plan included a direct flight from Fort McMurray to Toronto, which was canceled.
“I was devastated,” Bertlo said. “I just started crying because I miss my mom, my family, and I want to go back.”
She usually visits her family every year, she said.
“This is my therapy.”
Last week, Air Canada announced it would cut dozens of daily flights this summer as it grapples with a series of challenges and rising travel demand.
The airline will reduce its schedule by 77 round trips – or 154 flights – on average each day in July and August.
In an email, Air Canada said the route between Toronto and Fort McMurray has been temporarily suspended.
“We fully appreciate the frustration and inconvenience caused by the schedule changes to customers and are doing everything we can to mitigate these inconveniences,” the statement said.
Canceled flights frustrate travelers in Fort McMurray
After Air Canada canceled its direct flight to Toronto from Fort McMurray for two months, many are scrambling to make new travel arrangements.
Passengers are notified when flights are canceled and rebooked if possible.
“Customers may also request a refund to the original payment method at any time and where compensation is due, Air Canada will comply with its [Air Passenger Protection Regulations] obligations,” the announcement said.
Bertlo said her latest cancellation came as a surprise because she didn’t receive an email notification.
He just happened to check his reservation and found it was gone. She said she spent 3.5 hours waiting to speak to someone from Air Canada.
She said she wakes up in the night to check if her flight is still on.
“I don’t trust them,” Berthelot said, adding that this will likely be the last time he flies Air Canada.
She’s asking people who shouldn’t be traveling not to get on a plane.
“Give a chance to people who really need it.”
Danielle Danis holds a photo of her family. She deals with canceled flights and has spent hours on the phone trying to change her flights. (Jamie Malbeouf/CBC)
Danielle Danis, another Fort McMurray resident, has several trips booked. All of them are affected by schedule changes and cancellations.
“They tell you when you get the email to go online to try to change it yourself, but … you can never get online.”
She has a trip booked to Portugal with her niece and another trip to Timmins, Ontario to see her family so she can take her husband’s ashes to a memorial.
His celebration of life is scheduled for August 6. Her father-in-law still hasn’t had a chance to get closure.
“It’s not like I’m missing a funeral, we’re part of the funeral,” Danis said.
Danis said she spent about 24 hours on hold with Air Canada for all flights.
Her new reservation includes nights where she will have to pay for a hotel.
“I’m very disappointed with the additional cost, the level of stress,” Danis said.
She is still crossing her fingers that she will be able to reach her destinations. She was not compensated for her travel changes or hotel expenses.
“I hope it gets better for everyone soon.”
Diana De Sousa, executive director of the Fort McMurray Chamber of Commerce, said the initial impact of the cancellations was chaotic. Currently, she sees this as a bigger obstacle to personal travel than to business travel.
Sales at the chamber’s trade shows are still strong. And De Sousa expects more people to drive to Fort McMurray instead of flying.
She said more people may stay instead of flying out of Fort McMurray or may choose to drive to larger centers to fly.
Add Comment