A Special Testimonial

A service experience never to be forgotten
It was a very cold, wintery, snow laden morning on March 5th 2008 as my family of seven waited to head to the airport from our home in Burlington, Ontario. We were all excited to be heading to Montego Bay, Jamaica for a week of family time and R&R. It was going to be 30 degrees Celsius in Jamaica that week and nothing but sunshine.. With the snow falling for a straight 7 hours the roads were a mess and over one hundred flights had been cancelled or delayed from Pearson airport that morning. A great day to head out on vacation one would think.

We had arranged for the new Burlington based limousine service, Town Car Limousine Inc to transport us to the airport. ( www.towncarlimousine.ca ). Town car sent over two cars to transport our family of seven and all our luggage to the airport. We were 40 minutes late leaving our home due to the road delays earlier that morning and it took us over 85 minutes to get to Pearson Airport (a run that is normally only 30 minutes). We had allowed three hours before departure but with our delays that time was shortened. Jack Morton, a co-owner of Town Car got us safely to the airport. We arrived at Pearson airport all excited to be heading to Jamaica and headed over to the first class check in desk with Air Canada. We had booked 7 first class tickets on Air Canada and had pre-printed our boarding passes. This was a special celebration for our family to commemorate our eldest daughters engagement. At the desk we were informed by the agent that Air Canada had closed the gate 8 minutes ago and we were no t going to be able to check our eight pieces of luggage. YES.......EIGHT MINUTES AGO!!!!
I pleaded and pleaded with them to show some compassion and consideration given the treacherous weather conditions outside coupled with the fact we knew this flight was most likely going to be delayed due to the weather. They told us we were out of luck. I asked them to put our bags on the next flight then and we would get them then. They advised that was not possible as we had to fly with our bags. I asked them if they could seat us on the next flight (which was the next day) and they advised that they could not as space was not available. So here I stood with all my family...my wife and daughters distraught and in tears and Air Canada was doing absolutely nothing to assist us. I asked what they suggested I do. They advised I could store the eight bags at the airport in a lock up and pick them up when we returned from Jamaica (this was a 20 minute process to store these bags and if we did that we would not even be able to board our flight) I had never heard such a thoughtless and ridiculous suggestion.
It was obvious that Air Canada could not even spell the word service let alone provide it. We took action into our own hands.

I sent my five children to the gate to board the plane. I called Jack Morton at Town Car and had him circle back to the airport (he was now twenty minutes away and we would be gone before he would get back to get our bags). I found an airport porter and pleaded with him to load up our bags and wait for Jack by the doors. I left him a handsome tip and then Bonnie and I ran for our plane. While running I called Jack and gave him the porters information and location. Jack told me he would look after everything and would call me when he had a plan. He had no idea how he would to get our bags to us in Jamaica but he was determined to figure it out and he would not let me down. He asked me to trust him.

If that was not enough stress for one morning my wife and I arrived at our gate to find out that Air Canada in its customer service brilliance had now given our seats away...even though our five children were seated on the plane and had advised them we were running for the gate. Refusing to listen to this nonsense from the gate agent I proceeded to the plane to speak with the captain. Needless to say they then saw the light and seated us in our first class seats so we could sit with our children. So finally on board...totally stressed out...family in tears but calming down...we were finally going to be off on our relaxing vacation to Jamaica......now all we needed was for the plane doors to close and get off on our way to sunny Jamaica and.........there we sat, and sat and waited. Seventy five minutes later we were in the air and boy was I ready for a drink.

He we were on our way to Jamaica...all the family together and safe thank God but with absolutely NO LUGGAGE. Now it if was just myself and my sons we may have managed for the week but that is simply out of order to expect the ladies in my life, my beautiful wife and our three amazing daughters to go without their "stuff" for a week. (not to mention the Rx mediations that were also in that luggage). I had no idea what we were going to do to fix this problem Air Canada created. We landed in Jamaica and I called Jack. First Jack gave me the bad news......all the courier companies he had contacted couldn't get the bags to Jamaica for 3 + days. Jack sensed my anguish and then outlined his plan to save the day.

While we were in the air on our flight to Jamaica Jack had his daughter (a travel agent) arrange to fly Jack to Montego Bay where he had planned to personally hand deliver our eight (yes eight) pieces of checked baggage the next day. I was blown away!!!!! I updated Bonnie and the girls and they were brought to tears. I asked Jack to come and stay with us for a few days at the villa we had rented as we had plenty of room but unfortunately he had his business to run and had to be back to take care of his other customers. Jack simply told me that he would be in Montego Bay personally by 12:30pm tomorrow to hand deliver our luggage. We were simply speechless!!! The next day Jack delivered the bags and then jumped on a plane to head home. When I returned home the following week and caught up with Jack I discovered what he went through.

Now get this.....................

Jack drove to Buffalo Wednesday evening March 5th (in blizzard like conditions). He flew from Buffalo on US Air to LaGuardia in New York City arriving very late in the evening with eight pieces of HEAVY luggage. His flight out of LaGuardia was an early morning flight and he had to check the bags at 5am so he SLEPT in the terminal (if you can call that sleeping). He ate a bad and expensive airport sandwich at 1am and then dozed off when he could until the 5am luggage check in. He then flew from LaGuardia in New York to Charlotte, North Carolina where he had to de-plane. Some time later he re-boarded and then flew from Charlotte, North Carolina to Montego Bay, Jamaica. He then personally delivered our luggage and then boarded a flight and took a three leg plane journey to Buffalo where he then picked up his car and drove back to Burlington....totally exhausted after his journey.

...oh, and by the way...did I mention Jack is a young minded 72 years of age. Jack has recently started up his limousine service with the support of his family and friends. With Jack's unquestioning dedication to incredible customer service I am convinced he will build his business to be an amazing success. If any of you reading this have the opportunity to use a limousine service in the Burlington/Hamilton/Oakville/GTA area I strongly encourage you to call Town Car at (905) 383-5466 or (888) 383-4566. Julia runs the office and will take first class care of you.

As for Air Canada....well what can I say.......they were an absolute disappointment all around....I am embarrassed at the deplorable service our so called National Airline provides. Have I complained to them......no not at all......what would be the point.........they have no interest whatsoever in listening to customers. Ironically the company I own spends over $250,000 a year flying around the world. It is not that Air Canada does not have some good people........they certainly do......they are simply mired in the bureaucracy of an organization that makes them feel powerless to help a customer.

I run a company as the Chief Executive Officer and have over 15,000 employees across eight countries. Effective leadership is about teaching our people on how to be responsive to the customer and doing all you can to take care of them....even if they are eight minutes late due to a blizzard. Perhaps Air Canada needs to bring in a consultant to teach them how to mobilize their workforce to be responsive to their customers. I could not think of a better resource for them to bring in than Jack Morton, owner of Town Car Limousine Inc. Now there is man that truly understands how to take exceptional care of his customers. A man I have the utmost respect for.

Best regards,

Sean P. Davoren
President and Chief Executive Officer
WIS International

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