Frustrated and stressed at not being able to cancel an airline flight, Sydney resident Lorraine MacKinnon says it’s time for companies to end their automated customer service lines and return to services offering a real, live human being. CAPE BRETON POST PHOTOSYDNEY — After several frustrating and annoying days of trying to cancel an airline flight, Sydney resident Lorraine MacKinnon has a holiday wish for corporate Canada, particularly Air Miles.
MacKinnon and her partner planned to travel from Halifax to Vancouver to visit family for the holidays. She was unable to fly from Sydney because she couldn’t use her Air Miles points so all 22,000 points were used on the Halifax flight.Days prior to the departure, MacKinnon began feeling unwell and three days before departure, she decided it was best to cancel the flight.
“They called me back some three hours later telling me they were too busy to speak with me and I could reschedule within a week. It was an automated call.” She also tried the chat category but was advised by an automated voice that staff were busy attending a staff meeting and she would have to call back.