Tourists shaken by botched robbery
Air Canada travellers will get more action by writing the CEO
James and Maureen Chapman had an unsettling experience on their first day at a Mexican resort as guests of Air Canada Vacations. When they returned to their hotel room around noon, they found the door ajar and a hotel employee inside the room.
“He immediately slammed the door in my face. Another employee outside the room ran away upon our approach,” James Chapman said.
“I used the electronic key to re-enter the room. I was forcibly pushed out of the way while the inside employee made his escape through the entryway.”
They found the closet door open. The safety deposit box in the room was also open — and the lock was missing.
While nothing was stolen (passports, wallet, credit cards or cash), they concluded that the timing of their entry had foiled an attempted theft.
The couple considered leaving the Bahia Principe Riviera Maya in Tulum. But having gone there to attend a wedding a few days later, they felt they had to stay.
After reporting the incident to hotel managers and a security expert, they were assured that a full investigation would take place, but they did not receive an update during their stay.
Chapman is a retired vice-president at Dell Canada’s corporate business group. Here is what he told his travel agent when he returned:
“Despite a career that took me travelling all over the world, I have never been more afraid than at that moment in our hotel room.
“Part of our vacation package was a secure lock with only one key for the in-room safe. We became very guarded about our safety, as the room was clearly not secure.
“Maureen was very shaken up by the experience. Her anxiety over this traumatic event caused her to become ill for two days.”
His travel agent, Krystyn Lounsbury at the Flight Centre, wrote to the Bahia resort in Tulum in early May. The response seemed to brush off the couple’s story.
“Our security department and staff attended their room to verify who had access. The results showed the maid was the only person who had entered the room in that moment,” a representative said.
“The customers indicated that the maid was not the person they had seen. They requested another lock, which was
“I really expect more from Air Canada than being ignored.” JAMES CHAPMAN FREQUENT FLYER
properly delivered without extra charge.”
Lounsbury followed up with Air Canada Vacations, but was still waiting for a response after one month. Chapman then wrote to Craig Landry, president of Air Canada’s leisure group.
“Before my retirement in 2009, my executive responsibilities made me both a busy Air Canada client as well as a supplier to your firm,” he said. “I really expect more from Air Canada than being ignored.”
As a result, Air Canada Vacations offered a $200 credit on a future trip. Chapman refused to accept it, saying the primary vendor must accept responsibility for its hotel partners.
Françoise Casciaro, Air Canada Vacations’ customer relations manager in Montreal, wrote to Chapman after I contacted her. She insisted that a tour company could not be held responsible for a hotel’s operations.
“ACV does not own, manage, control or operate any aircraft, ground transportation, hotel, resort, cruise ship, restaurant or other suppliers associated with the assembly of your package,” she said.
“ACV deals with the Bahia chain since several years and the chain has a well established reputation. As a goodwill gesture, we have offered you a $200 reduction on a future booking.
“Upon reviewing all aspects of the matter, we regret the outcome is not the one you were looking for. However, in view of the foregoing, we conclude that we cannot accede to your request.”
In a previous column (Oct. 23, 2012), I talked about ACV’s successful appeal of a small-claims court decision that refunded the cost of a trip to a dissatisfied customer of a Cuban resort.
A resort is an independent contractor and the tour operator is not liable for its negligence under the law, Air Canada argued. The Ontario Superior Court justice agreed that a tour operator was not responsible for supervising a resort’s operations on a daily basis.
Despite that ruling, I believe Air Canada Vacations erred by taking too long to respond to the complaint and by offering a token discount on a trip the Chapmans would never take, given their distaste for the treatment they received.
The couple’s daughter is a corporate lawyer and frequent Air Canada flyer. In the past year, she received a $100 voucher after a flight delay made her late for an important meeting in the U.S.
“Apparently, a crime committed against a guest on a resort sponsored by Air Canada means little more than a late flight departure,” Chapman told Casciaro in an email, again refusing the offer.
“It’s always sad for any client to discover how little value is placed on the customer experience by what is supposedly a world class corporation.” Ellen’s advice When dealing with Air Canada or its subsidiaries, skip the customer service department and write to the CEO, Calin Rovinescu.
In my experience, customers who reach for the top at this airline have a better chance of receiving a fast response, an independent review and a possible overturning of a previous decision. Ellen Roseman’s column appears each Tuesday in Smart Money. You can reach her at eroseman@thestar.ca.