Original Itinerary:
I booked Air Canada flight from Las Vegas to Toronto via Vancouver. This scheduled flight was supposed to leave Las Vegas at 7:35 am, reach Vancouver at 10:17 am. Later leg of my journey from Vancouver was at 2:00 pm reaching Toronto at 9:25 pm. Layover time in Vancouver was 3 hrs 43 min.
Cancellation Notice:
I received a text message from Air Canada at 2:35am saying Vancouver leg is cancelled due to technical issues. AC was going to rebook me.
The rebooked flights were on United airlines, which is star alliance partner airline. In brief this was taking me into Baltimore and the connecting flight to Toronto was scheduled for the next day.
Air Canada Check in Desk at Las Vegas:
I went to Air Canada (AC) check in desk agent at the Las Vegas airport and gave my passport. After swiping my passport, they said I was booked on United flight. Particularly, their system was not showing any reservations on AC flights.
Going Nuts part:
Air Canada asked me “where I had made my booking from”?. I said I booked it through Chase Ultimate Rewards portal. They asked me to call the booking/ticket issuer and ask them to “Retransmit the ticket associated with reservation”. So, I called Chase travel rewards (1-800-436-7970) and asked them for the ticket number associated with my reservation. Chase agent actually gave me two separate ticket numbers associated with my reservation.
Explanation of 2 ticket numbers:
In this case the agent gave 2 ticket numbers because she had the original ticket number of my AC flights and the rebooked ticket number for United flights.
Confusion:
I went back to Air Canada agent at the airport and gave them both the ticket numbers. They were quite sure they had only the rebooked United flights ticket number showing up on their system. Original AC ticket number was not showing on Air Canada system. They told me, as the ticket was now under United Airlines control, United Airlines is the only Airline that could make changes to my itinerary/tickets”. Though I did say to them that my original booking was with AC and not with United Airlines.
Running between United and Air Canada Airlines:
Now, the confusion was clear to me. Imagining myself being stuck at Vegas airport the whole day, only landing in Toronto the next day, did not seem like a fun Friday I imagined. I took Air Canadas (1-888-247-2262) number from the Airline check in agent and made a call to AC. I am kept on hold. Meanwhile, I walked to United Airlines check in desk, looking at google flights for alternate routing, that could take me to Toronto the same day.
United Airlines:
United airlines checked me in at the kiosk, with my new ticket, which was taking me to Toronto only the next day via Baltimore. I told the agent at the kiosk that I need help from an agent to look for alternate routing/ flights as Air Canada rebooked me to United Airlines for next day arrival in Toronto. The agent was super helpful. She found alternate flights on united airlines that would take me into Toronto the same day. But, she said she couldn’t book it for me as Air Canada is the original issuer of my ticket. Armed with this new alternate flights in my hand, I started my walk back to Air Canada check in desk.
Back to Air Canada:
All this time I was still on hold my Air Canada call. As I approached the AC check in desk, after 40 minutes of waiting, I heard Air Canada customer agent on the phone. I explained to Air Canada Agent on the phone that I am at Nevada Airport running between AC and United Airlines check in desks.
The Best Agent Ever:
The agent took my original booking number and told me I have an alternate Air Canada flight that takes me into Toronto the same day via Montreal. Though, she wanted to book me she said she couldn’t do it as I was checked into my rebooked United Airlines flight. She asked me to go to United Airlines desk and request them to uncheck me from the United flight.
Running Back to United:
AC agent was on hold for me now, I ran back to United check in counter requested them to uncheck me from the rebooked United flight.
Happy Landing in Toronto:
After I was unchecked from the United flight, the Air Canada agent on phone was able to rebook me to Toronto flight. With this change I was arriving the same day.
This time the flight would go to Toronto via Montreal.
Finally, I arrived at 10:05pm in Toronto, after 2 hours of rolling delay on my flight into Toronto from Montreal.
Conclusion:
This ordeal sheds light on being persistent and to try out all the venues at your disposal to get to your destination. Flight cancellations can throw wrench in my plans, but being better informed could lead for odds be in my favor. So, sharing my experience here as I did hear similar stories with other Air Canada travelers.