An online offer for inexpensive air travel had a number of customers chomping at the bit to plan their future flights, but their purchases were quickly voided and their funds returned, over an oversight on the part of the airline.
Earlier this week, Air Canada’s website offered a package deal where customers could pre-purchase 10 flights within Western Canada for a total cost of approximately $800 before GST.
John Risdon and Chris Adam thought they hit the jackpot when they noticed the advertised deal. Both men quickly snapped up the promotion.
“Maybe it’s a seat sale,” Risdon said of the low price he paid. “Maybe it’s a promotion they’re offering. It’s advertised on their website. I’ve got to get it!”
The purchased of Risdon and Adam were completed and each received a confirmation number and a receipt.
The following day they attempted to book a trip and discovered there was no history of their purchases on their Air Canada accounts.
“I called the consumer line and the call centre agent wasn't exactly helpful,” said Adam. “(They) said there had been an error and these wouldn't be honoured.”
The package deal was to be priced at $8,000, ten times higher than the posted price, but officials with Air Canada say a computer glitch resulted in the display of an incorrect price.
Customers purchased a number of the packages before Air Canada realized the pricing was incorrect. Air Canada cancelled all transactions but, according to an emailed statement to CTV Calgary, will honour bookings made through the purchased packages.
On the evening of August 25, a computer loading error resulted in a temporary mispricing of a Western USA Flight Pass product for Business Class travel. The product, good for 10 flight legs, was displayed at CAD800 instead of the correct price of CAD8,000. Once Air Canada became aware of the error on the evening of August 26, the passes were withdrawn from sale and the booking of flight credits was inhibited. Air Canada is contacting purchasers to apologize and provide a refund. However, any flight pass credit bookings already made using the passes will be honoured.
Customers are furious the airline rescinded the offer and there is discussion of a class action lawsuit.
“I dont' think they can charge you for something, advertise a certain price, take your money, give you a receipt for it and then unilaterally change their policies to suit their mistake,” said Risdon of his unrequested refund.
“There was an offer, there was an acceptance, there is a binding contract,” explains Vancouver based attorney Chris Rhone. “Now, the onus shifts over to Air Canada to prove some defense to that, such as it was a mistake.
“In a written contract that can be fairly difficult or they can say there are other terms of this contract.”
Air Canada declined an on-camera interview request and would not disclose how many of the packages had been purchased.
With files from CTV's Chris Epp
