Siok Har Lim faced apprehension before her journey to Europe in November. The Montreal resident, not accustomed to traveling, embarked on a trip to countries she had never visited, with limited English proficiency.
Lim encountered a setback at the Budapest airport on her return leg from Germany and Hungary when she discovered Air Canada had canceled her flight. Despite boarding the Munich to Berlin flight, Air Canada marked her as a “no-show,” leading to the cancellation of her return ticket.
Stranded in a foreign land with communication barriers and only an hour before departure, Lim had to purchase a new ticket for $2,550, causing significant stress for the senior citizen on a fixed income, as stated by her niece, Ai Li Lim.
Multiple other incidents have surfaced where Air Canada incorrectly labeled passengers as “no-shows,” resulting in flight cancellations despite evidence proving the passengers had boarded earlier flights. Such errors raise concerns about passenger tracking accuracy, crucial for airline safety during emergencies.
Air Canada attributed these incidents to human errors or technical malfunctions, emphasizing that airport security checks and gate validations were conducted for all passengers. However, the airline’s failure to acknowledge boarding evidence or address emergency situation implications has sparked criticism.
Upon returning to Montreal, Lim sought compensation from Air Canada but was directed to Swiss Air, the operating airline, receiving only a $100 coupon as a goodwill gesture. Efforts to provide evidence, including boarding passes and travel receipts, were futile in obtaining reimbursement.
Similarly, incidents involving passengers like Garth Jackson and Dejan Ratkov, who were wrongly marked as “no-shows,” led to financial burdens and disputes with Air Canada. Legal actions, such as Christopher Bailey’s small claims court case, highlighted the airline’s reluctance to acknowledge passengers’ boarding despite substantial evidence.
While Air Canada expressed regret and promised corrective measures for such rare incidents, Transport Canada emphasized its commitment to investigating any safety-related concerns. Lim, still awaiting full reimbursement, expressed reluctance to travel again after her distressing experience.
The series of mishaps have raised questions about airline passenger tracking accuracy and accountability, leaving affected travelers wary of future journeys.