Air Canada dings Calgary man with $200 change fee after mother dies
Chris Lade, 25, angry about his treatment from airline representatives
A Calgary man says he will avoid flying Air Canada at all costs after he was slapped with a $200 change fee and treated rudely by staff following the death of his mother.
Chris Lade had been flying back and forth from Calgary to Toronto for the past month and a halfto be with his mother Susan, who was diagnosed with interstitial lung disease.
Lade, 25, and his younger sister werespending long days at Toronto General Hospital, visiting their mother every day.
Because of her illness, Lade says he switched his flight a number of times with WestJet with no fees or hassles.
"They were super awesome about it. They treated me wicked, and were able to do it over the phone in 45 seconds and expressed their condolences."
Thendoctors said his mother's condition had worsened, and advised him to fly back as soon as possible to say his goodbyes.
"In the hurry of everything, I booked through Air Canada thinking it was the cheapest, which in hindsight, I shouldn't have done," he told CBC News from Toronto.
After his mother died on Aug. 18, he stayed on to arrange the funeral, sort out herestate, and help comfort his sister, who wasn't coping well with the loss.
But Lade says when he tried to switch his flight home to a later day, he was met with a much different approach from Air Canada despite havingcancellation insurance.
"[I] was treated pretty rudely on the phone by one of Air Canada's representatives. She didn't help me at all, told me there's a fee no matter what," Lade said, adding that it amounted to $200.
"[She] put me on hold for half an hour. Came back and told me there's still no way around it."
Lade said hesent them his mother's death certificate and still nothing changed. When he talked to a another representative on Facebook for two hours, there was still no apology and very little changed, he said.
Air Canada replied to CBC's request for an interviewwith a written statement, extending sympathy for Lade's loss, but directing him to his insurance company or travel agent.
"We extend our sincere sympathies to Mr. Lade for the loss of his mother," the statement reads.
"Ticket change fees vary according to the terms and conditions of the various fare types available for purchase. As travel insurance is purchased via a third party provider, Mr. Lade would contact his insurance company for any claims regarding his travel, and his insurance company will advise what is covered and how to submit a claim for reimbursement," it said.
"Mr. Lade's travel agent, who he purchased his ticket through, would also be able to assist him with his insurance claim," it added.
Lade says his insurance with Manulifewillcoverthe cost, but he's upsetAir Canada showed so little sympathy during such a sad and difficult time for him and his family.
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