Since I haven't received my promised compensation within the promised time frame, I decided to go to the website on the sheet and email Customer Relations. I filled out the form on the site, with a brief description of my problem, and hit submit. I then received the following email:
WHAT.
I've already waited just over two weeks to receive compensation, and now I will have to wait an additional 15 days?
This was not acceptable, so I looked up the customer service number for Air Canada and called it. I went through the IVR, selected number 6 ("for all other inquiries") and was met with a 26-32 minute wait. Fine. Half an hour seems short when compared to waiting 15 days for an answer.
My wait ended up being 40 minutes; a woman named "Wendy" answered. I explained to her that I was calling because I hadn't received compensation in the promised time frame of two weeks. She asked how I was told I would receive compensation, and when I told her I was to receive a cheque of $400, she was taken back. Wendy stated that she had never heard of customers being compensated by cheque and that people are usually given travel vouchers. I told her that I had received a sheet from the customer service woman at the airport and read to her what it said (view the image here).
Wendy said she could not help me, as she was general booking customer service and had no way of accessing any of that information. Frustrated, I explained that I had pressed "6" for "all other inquiries" and thought I would get to customer service. She explained that she was customer service, but the people I wanted to speak to was customer relations and there was no phone number for them. She then asked for my flight information and asked me to hold.
I was on hold for about 10 minutes before Wendy came back. She asked if I had given my mailing address and I explained that I had to fill out a form with all my contact information. She then told me that she could see in my history that a cheque was to be sent out, but that it would take longer than two weeks to receive it.
Understandably, I was very irritated by this. I re-read the sheet to her, stating that it said "Please allow up to two weeks for receipt". She said that she understands that's what the sheet says, but reiterated that it would take longer than two weeks to receive the cheque. She had no way of giving me any sort of time frame. I asked Wendy if there was any other department I could speak to, and she explained that the people I want to speak to is Customer Relations and they don't have a phone number, stating "they don't put their phone number out there because if they did, they would have tons of people calling them and never get any work done."
I thanked Wendy for her help and said goodbye.
Apparently, I'm stuck with waiting another 15 days before I receive any sort of feedback as to what is going on, and hopefully, they'll have an answer for me then. I can't say that I'm very optimistic.
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