My complaint:
Since I wrote this complaint below, (June 7, 2022) I sat in my local RBC branch until I was able to to speak in person with someone who was able to put me in contact with a branch manager. The manager put me in contact with a RBC Client Care person in Toronto (Deena). I reiterated my story as below three more times to each of these people. I waited for 2 weeks to receive a call from Deena. She was going to follow up with West Jet and I waited another 10 days for Deena to tell me there was not going to be a resolution; i.e. no refund and no reinstated RBC Travel reward points. I explained I was not accepting this result. Deena said she was forwarding my complaint one more time to yet another panel of people who had some decision making power to determine my case. As of July 18, another 2 weeks have passed and there is no word. This lack of response is not acceptable.
Good morning, (time frame March -July 2022)
I have been on the phone with RBC support and West Jet for several hours over the past few months. I have made calls to customer service, west jet, RBC travel, honestly any number I can find on the internet. Once I have repeated my situation I have been punted off to other people in other departments only to be on hold for up to 1 hour in between. Yesterday I spoke with Shanelle in Florida, and Hector and Lisa in Quebec. Just another day i spent many many hours of time without any response. I need this issue resolved The original ticket number is 8383733584612.
Below is the original email I sent to customer service following the suggestion of an RBC travel customer service representative. I have spoken to so many people and been told so many things to no avail and have even been informed I will receive a call back. I am extremely frustrated with the lack of response.
first message to RBC.
I purchased this west jet flight (ticket number is 8383733584612) on Jan 9, 2020 at 7am PST and cancelled the flight within 3 hours. I requested a refund, however I was informed I was only eligible for a credit. I was caught up in a communication vortex with West Jet and RBC Rewards, as different representatives passed me back and forth trying to untangle my issue.
Issue: On Jan 9, 2020, My AC flight was cancelled last minute on the day of travel. I then went to West Jet (WJ) and purchased a flight similar to the AC departure and arrival times. As soon as I had checked in, I received notice from RBC Travel that AC had rescheduled my flights. Great, however in the meantime I had purchased a last-minute flight on WJ for $1155.50. Even though I cancelled the WJ flight within 3 hours of purchasing it, I was informed that WJ policy only allows for a credit that is good for 12 months to date of purchase.
I have now just been informed that West Jet should have provided a refund because it was cancelled within 24 hours. (West Jet Sales and Service Support Agent Call Centre). Each time I spoke with a representative I received different responses. There was much confusion whether it would be a refund or credit.
Last year, when I called West Jet, I was informed my credit would be extended past Jan 2021 because of the COVID pandemic. In the phone call the agent said Don’t worry credits have been extended until the pandemic is over and travel is safe again. At no time did I receive written notice or a call that my credit would expire on Jan 9, 2022.
In March 2022, I began to make some new travel plans using the $115.55 credit. RBC Rewards informed me the credit no longer existed.
Please assist me with this request. I need this credit reinstated on my account
Suggested solution:
Stop wasting my time punting me back and forth and immediately reinstate the total of my West Jet C$1155.55 credit.
