Nathalie Berthelot says her flights have changed nearly a dozen times. She is trying to get home to New Richmond, Que., to see her siblings and parents for the first time in three years. Originally, her travel plans had her stop in Toronto and Montreal and finish in Bathurst, NB She booked her flight in February, with the first change coming on April 28. In her original flight schedule, Berthelot made sure to have long breaks. She planned a 24-hour layover in Montreal so she could visit her aunt. That plan included the nonstop flight from Fort McMurray to Toronto, which was canceled. “I was devastated,” Berthelot said. “I just started crying, because I miss my mom, my family, and I want to go back.” She usually visits her family every year, she said. “It’s my therapy.” Last week, Air Canada announced it would cut dozens of daily flights this summer as it faces a series of challenges and growing demand for travel. The airline will reduce its schedule by 77 round-trip flights — or 154 flights — on average, each day in July and August. In an email, Air Canada said service between Toronto and Fort McMurray has been temporarily suspended. “We fully appreciate the frustration and inconvenience the schedule changes are causing customers and are doing everything we can to mitigate these unfortunate situations,” the statement said.
Flight cancellations frustrate Fort McMurray travelers
With Air Canada canceling its nonstop flight to Toronto from Fort McMurray for two months, many are scrambling to make new travel arrangements.
Passengers are notified when flights are canceled and rebooked if possible.
“Customers can also request a refund to the original payment method at any time and where compensation is required, Air Canada will honor [Air Passenger Protection Regulations] obligations”, the announcement states.
Berthelot said her latest cancellation came as a surprise as she did not receive an email notification.
Just happened to check her reservation and found she was no longer there. She said she spent 3.5 hours on hold waiting to speak to someone from Air Canada.
She said she wakes up in the night to check that her flight is still on.
“I don’t trust them,” Berthelot said, adding that this will likely be the last time she flies Air Canada.
It asks people who don’t need to travel not to get on a plane.
“Give a chance to people who really need it.”
Danielle Danis holds a photo of her family. She faced flight cancellations and spent hours on the phone trying to change her flights. (Jamie Malbeuf/CBC)
Danielle Danis, another Fort McMurray resident, has booked several trips. All of them have been plagued by schedule changes and cancellations.
“They tell you when you get the email to go online to try to change it yourself, but … you can never go online.”
She has booked a trip to Portugal with her niece and another trip to Timmins, Ont., to see her family so she can have her husband’s ashes in a memorial.
A celebration of his life is planned for August 6. Her father-in-law hadn’t had a chance to close yet.
“It’s not like I’m missing a funeral, we’re part of the funeral,” Danis said.
Danis said she has spent about 24 hours on hold with Air Canada for all flights.
Her new reservation includes overnight stays, where she will have to pay for a hotel.
“I’m very frustrated with the added cost, with the stress level,” Danis said.
She is still crossing her fingers that she will reach her destinations. She had no compensation for changes to her travel or hotel expenses.
“I hope it gets better soon for everyone.”
Dianna De Sousa, executive director of the Fort McMurray Chamber of Commerce, said the initial impact of the cancellations was chaotic. He currently sees this as a bigger barrier to personal travel than business travel.
Chamber reports are still going strong. And De Sousa expects more people to drive to Fort McMurray instead of flying.
He said more people may be taking layovers instead of flying out of Fort McMurray or may choose to drive to larger centers to catch flights.
