Consumer Tale - Air Canada Vacation - Cuba
SITUATION:
We recently went on vacation to Cuba, which we had booked through Air Canada
Vacations. In preparation for our trip, we had carefully read the Cuba
vacation document that we had received with our tickets. The document
contained a list of personal use items we were allowed to bring with us,
and walkie-talkies were on this list. We felt that walkie-talkies would
be great to have with us since the vacation resort complex, Playa
Pesquero, at which we were staying, was quite large and our
walkie-talkies would make staying in touch much easier, while we
participated in various daily activities.
Upon arrival at the airport in Holguin, Cuba, every passenger had their hand luggage x-rayed by an airport security employee, and hence, they determined that we had walkie-talkies in our possession. We were advised that walkie-talkies were not permitted and they were confiscated (n.b. The walkie-talkies were ultimately returned to us prior to boarding our return flight home.) The confiscation resulted in some anxious moments and a great deal of paper work. The situation was unpleasant and the ensuing paper work, involving a customs official and me, was very time consuming. This was not the best way to start a vacation.
ACTION TAKEN:
Upon arrival at the Playa Pesquero resort, we advised the Air Canada Vacations
representative what had transpired. In addition, upon returning home, we
emailed Air Canada Vacations' customer service department, providing all
appropriate details concerning the walkie-talkie confiscation,
indicating it was a direct result of an error in their Cuba vacation
document.
RESULT:
Some three weeks later, we received a letter of apology from Air Canada
Vacations, thanking us for pointing out the misinformation with respect
to walkie-talkies. They promised that their Cuba vacation document would
be corrected, as soon as possible. Enclosed with their letter were three
$100.00 travel credit vouchers, one for each member of our travel party,
to be used within one year of issue, towards the cost of our next Air
Canada Vacations package.