Fiona Mascarenhas was excited to use Air Canada’s free airport-to-airport shuttle bus, until the airline foiled her plans. “They rope you in and then it’s complete lunch-bag let down,” she said. “I bought the Air Canada ticket to use the service and I can’t.
” The Landline shuttle connects Waterloo regional airport to Pearson International Airport in Toronto. The airline promotes it for passengers who do not want to drive a car or hire a driver to get to Pearson. “Travelling to Toronto to the airport, it’s horrible,” Mascarenhas said.
The Kitchener resident has been unable to secure a free seat on the bus for her September flight to Europe. The reason: she booked her flight using Expedia, an online service . Air Canada has not told passengers they can’t use Expedia.
However, it launched shuttle buses in May before finalizing a deal with the booking agency. “We are working to finalize an agreement with Expedia,” Air Canada spokesperson Peter Fitzpatrick said by email. Other outside agencies are able to book shuttle seats for passengers.
That’s how 20 per cent of Landline bookings were made in July. Mascarenhas has spent hours on the telephone trying to book her free bus seat. Air Canada told her to call Expedia.
Expedia told her to call Air Canada. She’s been on hold. She’s been disconnected.
All she has to show for her effort is exhaustion. “Nobody is taking accountability,” she said. It’s not the only customer service glitch that has frus.