✅ Verified Review
My partner and I were returning from a trip from Asia, a 15 hour flight. We were to get a connecting flight in EWR with Air Canada and return to YYZ at 6pm. We made it to EWR with plenty of time to spare and as we were in line to check our baggage, we get a notification that the flight had been cancelled with no further information. There was an AC employee in the area and we asked her about the cancelled flight, she mentioned in passing that the flight got cancelled all the time but we needed to stand in the assistance line to figure out what to do next. We got in line and there was only one rep dealing with an entire cancelled flight. One would think that if a flight gets cancelled, the company would bring on more staff. So, after waiting in line for nearly 2 hours, mind you there were only 4 or 5 people ahead of us, we finally got to the rep, who was incredibly dismissive and borderline rude to us. We were told that because of weather, the flight was cancelled, no other information other than that. I can accept weather can cancel a flight but based on our experiences and the information I found, I suspect we were being lied to. I asked if there was any other information and all I got was a blunt 'No'. All they could do would be to put us on standby for a flight at 9.35pm and we would have no idea if we could get on that or not. If that failed, the next flight we could be on was 8.35am the next day. When I asked if there were any other airlines that AC could put us on, a blunt 'No'. When I asked if AC would put us up in a hotel, another blunt 'No'. When asked if there was any compensation, he blurted out 'nope' in almost a happy way. Absolutely horrible customer service. My partner has priority pass, so we thought we could wait in the AC lounge. We showed up at the lounge, tried to get in, the rep there informed us in a way that he almost seemed to take pleasure from, that the lounge was only open to priority pass members until 3pm. The next flight, ended up getting delayed, we asked the rep at the counter a couple times if there was any status on the standby list, the last time we asked, which was close to 11pm, they told us they would tell us in two minutes, 30 seconds later they called out at list of names, didn't explain what it was and left us completely in the dark. It turns out that everybody that was on standby, except for us got a seat on the plan. When I went up to ask what was going on, they told me that the plane was full, maybe, just maybe if we waited a little while longer, we might be able to get on. It turns out there was another couple waiting on standby that had already been bumped 4 times before us that day. We waited until probably around 11.30pm. The rep found that two people hadn't checked in so we did have seats! He rushed us on board and we got into the first two seats that were available, they happened to be in business class. They seemed a bit confused at first and then realised that the tickets were for seats in economy, the first rep told us not to worry about it but then this horribly unfriendly flight attendant came up to us and told us that we we would have to move. We said okay, grabbed our belongings quickly and started to look for our seats, at this time the flight attendant yells out at us 'just take your seat, we'll sort it out in the air' - well that's great, she is the one that forced us to move, meanwhile embarrassing us in front of everybody in the plane. Awful experience.