A relaxing vacation in Cancun, Mexico soon turned into a harrowing experience for a Basque couple from Port aux when their flight home was canceled and delayed for an entire week. What was supposed to be a two-hour flight ended up costing Michelle and Paul Barter an entire week of travel. Their flight from Montreal to Deer Lake was canceled not once, but four times in a row, and then delayed for another three days after that. Michelle Barter said the fourth cancellation in as many days was too much for her to handle. “I was in shock, disbelief, crying,” Barter said. Staffing issues and chaotic conditions at Canada’s airports made changing routes at different airports a risky endeavor. Barter says booking agents were advised not to try a new route to get home faster, as flying to Toronto to get to Deer Lake could cause a whole new cycle of problems. In an emailed statement, Air Canada’s media relations team acknowledged the recent widespread disruption in Canadian air travel. “The global aviation industry is currently challenged by issues with airports and third-party service providers such as passenger screening, customs and air navigation,” they wrote. “We know that travel disruptions are very frustrating and frustrating for our customers and we deeply regret when these situations arise. We can assure you that we are working hard with our industry partners and governments to resolve these issues affecting our performance.” Michelle and Paul Barter saw scenes of chaos and disorganization during five days at Montreal-Pierre Elliott Trudeau International Airport. (Submitted by Michelle Barter) Barter says she and her husband were on their own when it came time to find a place to sleep in Montreal, a city unknown to them. They managed to get hotel rooms that cost them over $300 per night. All expenses, including hotel stays, meals and taxis, added up to the couple’s credit cards, totaling nearly $3,000 during the unexpected trip.
“I have been forever changed by this experience”
After the fourth cancellation, Barter says they’ve had enough. They booked a new flight from Montreal to Sydney, New York, then took the Marine Atlantic ship home to Port aux Basques. Barter says the reservation to fly from Montreal to Deer Lake could not be canceled, leaving the couple on the hook to pay for two different flights each. Barter also says the emotional anguish of the whole ordeal has left her with an anxiety hangover that’s hard to shake. “I think I’ve been forever changed by this experience,” Michelle Barter said. “Even the sound of the text message on my phone sends me into a panic,” she said, adding that text messages about flight delays and cancellations make her anxious during their travels. Michelle and Paul Barter were enjoying their vacation in Mexico until they were swamped by flight cancellations in Montreal. (Submitted by Michelle Barter) Their vehicle, and all their luggage, would not be collected for another three days, when Paul could arrange a ride to take him to Deer Lake, over 250 kilometers away. Paul’s suitcase full of clothes arrived wet and moldy, according to Michelle. More than once, Barter says, she was told by Air Canada reservations staff that the airline would reimburse her and her husband for extra expenses caused by the cancellations, saying she had nothing to worry about. So far, the only correspondence they have received from Air Canada has been in automated replies. Barter submitted complaints to the airline’s online flight cancellation portal and was met with e-mails saying complaints would be addressed within 30 days. “Right now I have no desire to travel anywhere that requires flying,” Barter said. Read more articles from CBC Newfoundland and Labrador
