A friend of mine is currently in Cuba and was due to return to the UK on 2 April travelling Holguin> Montreal with Air Canada, and onwards to London Gatwick with BA (single PNR, booking made direct via the Air Canada website).
Yesterday she received an email cancelling her flight but without giving any alternative. Long-distance communication from Cuba can be difficult, so far she has been unable to contact the airline to find out if they will re-book her on an earlier flight.
I have tried to help her from the UK, but the ‘manage my booking’ option just directs me to a toll free number that doesn’t connect. I tried calling their Customer Services number in Canada but, unsurprisingly I suppose, could not get through.
FWIW, she is a UK citizen married to a Cuban citizen/resident but will need to try to extend her 60 day visitor visa (usually the maximum allowed) if she is trapped in Cuba. She is a 15 hour bus journey away from Havana and if possible needs to depart from Holguin. Only a few airlines fly into Holguin, the only realistic alternative would be Condor via Frankfurt, then Lufthansa to UK.
To date I don’t recall seeing many questions about Air Canada and flight cancellations. I am aware that they are offering a flexible change policy right now.
My question is:
- has anyone else been in this situation with Air Canada since the COVID-19 emergency erupted? Given that her cancelled flight was more than 48 hours away, can we expect Air Canada to email her again in the next couple of days with information about an alternative flight? Any advice (apart from the obvious around continuing efforts to contact the airline)?