The winter storm of the past few days has complicated the plans of many travelers, including the hundreds who line up for hours at Montreal Trudeau Airport, just to be able to speak to an Air Canada employee on the phone.
It’s hard to miss the crowds gathering in front of the airline’s kiosk as it arrives at the departure area. At the end of an endless line of more than a hundred people, including many sitting on their bags, we observe an extraordinary sight.
As the company’s consoles were fully occupied, and disgruntled customers stormed, a folding table was added to their side. Dozens of white phones are placed there, through the empty bottles and cans left over throughout the day.
Photo by Josie Desmarais, Press
After hours waiting in line, Air Canada customers whose flights have been delayed or canceled pick up the phone to speak to an airline representative.
And the faces are long. For more than five hours now, Manpreet has been waiting in line. The young woman and her friend, desperate to get back to Sydney, Nova Scotia, after their morning flight is cancelled, take turns behind the phone.
If only we could talk to someone, if there was an exchange of information. There are employees [d’Air Canada] They pass by, but all they say is that they don’t know.
Manpreet, who was waiting for his flight back to Nova Scotia
Photo by Josie Desmarais, Press
Willy Ntito and Joy Goudreau (left) chat with other travelers.
They arrived from Quebec at the end of the afternoon on a flight that departed late because of the storm, with Willy Ntitu, Joy Gudrault, and their two children clearly missing their transfer to Cancun. The couple, who were hoping to get a taste of the Mexican sun in time for Christmas, were still stuck in line with their two children for four hours.
“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 talking on the phone,” Willy Ntito laments. “I think a lot of people in the line don’t even know he’s talking on the phone, there are no signs. »
Photo by Josie Desmarais, Press
On the arrivals floor, the baggage of travelers who have lost their ties piles up.
Using online tools
By email, Air Canada said Sunday that it had “previously” had to cancel “a certain number” of flights scheduled for today “due to weather conditions, reduced airport capacity and other operational limitations.”
“We continue to monitor the situation as it evolves, and will adapt to changes in weather conditions throughout the day,” the carrier continues.
Air Canada says it has implemented “comprehensive goodwill policies” for those who no longer want to travel, so they can cancel their trip online and receive a full refund or voucher.
“Customers should use online tools in order to get a refund or travel voucher, or to amend their booking. We strongly advise them to go to the airport only if they have a confirmed flight whose status indicates that it is operating.
System
Of the 477 flights scheduled (departure and arrival) this Christmas Day at Montreal Trudeau Airport, only 23 have been cancelled, most of them domestic flights.
Photo by Josie Desmarais, Press
More than a hundred people lined up in front of the Air Canada cabin on Sunday afternoon.
“With the weather system affecting the entire northeastern United States, there will be delays,” explains Anne Marcotte, director of public relations for Aéroports de Montréal. “It’s all system. Journey never departed from.” [l’aéroport] La Guardia will not be able to get to Montreal and therefore will not be able to leave. »
The latter specifies that despite the difficult weather conditions of the past few days, activities have been maintained at Montreal Trudeau Airport.
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