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Survente de sièges : Air Canada ne dit pas tout à ses clients

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Selon un ancien agent du service à la clientèle et un agent formateur toujours à l’emploi du transporteur, la politique d’Air Canada obligerait ses employés à ne pas prévenir les voyageurs, dès leur arrivée au comptoir, qu’ils risquent de ne pas avoir de place dans l’avion.

Air Canada demanderait plutôt à ses employés de diriger malgré tout les passagers vers la porte d’embarquement où ils n’apprendront qu’à la dernière minute qu’il n’y a pas de place pour eux dans l’appareil.

« Ce n’est jamais amusant d’avoir à mentir aux gens, de les duper », a déclaré un ancien agent du service à la clientèle, qui a travaillé au comptoir d’enregistrement d’Air Canada à l’aéroport international de Vancouver pendant plusieurs mois avant de démissionner, il y a un peu plus d’un an.

La survente est une pratique répandue dans l’industrie de l’aviation. Elle consiste à vendre plus de billets qu’il n’y a de places disponibles dans l’avion afin de compenser pour les voyageurs qui ne se présentent finalement pas à l’aéroport.

Cette pratique est autorisée au Canada et ne vise que les voyageurs qui n’ont pas payé pour réserver leur siège au préalable ou qui profitent des aubaines de dernière minute.

Or, Air Canada manquerait de transparence dans son application, selon un agent de services à la clientèle qui est aujourd’hui devenu formateur chez Air Canada.

On voit un comptoir dans un aéroport au dessus duquel on peut lire Air Canada.Les clients qui se présentent au comptoir d’enregistrement seraient tous dirigés vers la porte d’embarquement même si l’avion est plein. Photo : Radio-Canada / Martin Toulgoat

« J’explique aux nouveaux agents qu’ils ne pourront gérer des confrontations toute la journée au comptoir », raconte le formateur qui a lui aussi requis l’anonymat.

« Je leur dis : “Si quelqu’un a les lettres GTE [pour Gate] sur sa carte d’embarquement, cela signifie qu’il n’a pas de siège. Mais si tu leur expliques ça, ils vont s’énerver. Alors, envoyez-les à la porte d’embarquement.” », dit-il.

Je forme les gens à duper les passagers.

Propos d’un agent formateur du service à la clientèle d’Air Canada qui a requis l’anonymat

Le jour où il s’est entretenu avec l’équipe de CBC, il a dit avoir dirigé des douzaines de clients d’Air Canada vers une porte d’embarquement en sachant pertinemment qu’ils n’avaient pas de siège.

Son ex-collègue de la billetterie de Vancouver avait aussi été clairement prévenu, lors de sa formation, de ne pas informer les clients au comptoir d’enregistrement qu’il n’y avait pas de place pour eux dans l’appareil.

Il affirme avoir quitté son emploi parce qu’il n’en pouvait plus d’induire des clients en erreur toute la journée.

Ils étaient stricts à ce sujet. Nous sommes formés pour leur dire qu’ils n’ont pas à s’inquiéter.

Propos d’un ex-agent de service à la clientèle d’Air Canada ayant requis l’anonymat

L’homme raconte par exemple l’histoire d’une famille excitée de voler pour la première fois. Mais à leur arrivée, leurs cartes d’embarquement n’avaient pas de place assignée.

« Je me sentais mal à l’aise, mais j’ai dû dire qu’ils allaient faire un bon voyage et les pousser jusqu’à la porte d’embarquement », relate l’ex-agent du service à la clientèle.

« Ils n’ont jamais embarqué. C’était le dernier vol de la journée. »

Selon l’ancien agent d’Air Canada qui s’est entretenu avec CBC, la façon de s’assurer d’avoir bel et bien un siège dans un avion est de se connecter au site Internet d’Air Canada 24 heures avant le vol pour réserver son siège ou encore de payer des frais pour la sélection des places au moment de l’achat de votre billet.

Air Canada affirme agir dans les règles

Interrogée par l’équipe d’enquête de CBC sur ses politiques en cas de survente, Air Canada a refusé d’accorder une entrevue au micro ou à la caméra.

Le transporteur a cependant réagi dans un courriel où la porte-parole de l’entreprise, Angela Mah, a rejeté plusieurs de ces allégations.

Selon elle, « la survente de billets représente moins de 1 % des réservations. », écrit Mme Mah qui précise qu’Air Canada a transporté 51 millions de passagers l’an dernier.

Or, même si 1 % de 51 millions représente tout de même 510 000 billets vendus en trop, seule une fraction de ces billets survendus entraînent un refus d’embarquement, précise-t-elle. Elle affirme par ailleurs que plusieurs millions de clients par année ne se présentent pas à l’embarquement.

La survente est « une pratique courante chez de nombreuses compagnies aériennes du réseau international pour s’assurer que le nombre maximal de sièges est atteint sur un vol »,dit-elle.

Des voyageurs récupèrent leurs bagages à l'aéroport d'Ottawa, en 2017.Des voyageurs récupèrent leurs bagages à l’aéroport d’Ottawa, en 2017. Photo : La Presse canadienne / Justin Tang

Qui plus est, explique-t-elle, « la survente est bénéfique pour les clients en maintenant des tarifs bas et en permettant aux compagnies aériennes d’exploiter des routes moins fréquentées. »

La clientèle d’affaires d’abord

Pour Fred Lazar, analyste de l’industrie du transport aérien et professeur agrégé d’économie à la Schulich School of Business de l’Université York, une bonne partie des problèmes de survente s’explique par le fait qu’Air Canada se concentre sur la clientèle d’affaires du pays.

Cette clientèle d’élite qui voyage beaucoup exige un réseau international de vols étendu et paie souvent des tarifs très élevés pour pouvoir modifier leur vol de dernière minute.

La compagnie aérienne va se plier en quatre pour les accommoder, même si ça veut dire chasser quelques passagers de la compagnie et supporter la mauvaise publicité pendant un court moment.

Fred Lazar, analyste de l’industrie du transport aérien et professeur agrégé d’économie à la Schulich School of Business de l’Université York

Les passagers les plus susceptibles d’être supplantés ou expulsés d’un vol sont selon lui ceux qui voyagent peu souvent et en classe économique.

Compensations monétaires

Les passagers qui sont expulsés d’un vol ont néanmoins des recours. Les compagnies aériennes doivent en effet chercher des volontaires pour renoncer à leur siège avant de refuser l’embarquement de quiconque sur un avion.

Les passagers qui sont involontairement expulsés ou privés de leur vol ont droit, en vertu des règles en vigueur, à une indemnisation pouvant atteindre 1350 $ selon la compagnie aérienne, la destination et la durée du retard.

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Grocery wars intensify anew as Whole Foods to cut prices on hundreds of items by 20% starting tomorrow

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Whole Foods, the high-end grocery store bought by Amazon in 2017, plans to cut prices on hundreds of items by as much as 20 per cent as of Wednesday, including at locations in Canada.

Amazon says most of the cuts will come in produce and other fresh items and will amount, on average, to about 20 per cent in savings where they are in effect.

It’s the third such round of widespread cost cutting since Amazon bought the chain in the fall of 2017.

The takeover at the time came as a bit of a surprise, since it was the marriage of two companies with vastly different strategies and markets.

Amazon started as an online bookstore and soon grew to become the largest online retailer of just about everything else by focusing on cutting costs while expanding selection and offering delivery speeds that other sellers struggled to match.

Its Amazon Prime service, where customers can get same-day delivery on millions of products for an annual fee in Canada of $79, has helped them cement customer loyalty even more.

Whole Foods, meanwhile, began as a health food store in Austin, Texas, in 1980 that steadily grew across the U.S. and then into Canada by catering to health-conscious shoppers who didn’t mind paying more for items they deemed to be healthier.

When Amazon bought the chain, many wondered what the long-term plan was, and Wednesday’s move seems to suggest the company may bring its ruthless approach to cost cutting to the bricks-and-mortar world of retail. And the company claims it can do that without sacrificing the quality that won the grocer fans in the first place.

“Whole Foods Market continues to maintain the high-quality standards that we’ve championed for nearly 40 years, and with Amazon, we will lower more prices in the future, building on the positive momentum from previous price investments,” Whole Foods co-founder and CEO John Mackey said. “We will continue to focus on both lowering prices and bringing customers the quality they trust and the innovative assortment they expect from our brand.”

‘Seismic impact’

Whole Foods has about 300 U.S. locations and 14 in Canada — mainly in and around Toronto and Vancouver, but also one location in Victoria and one in Ottawa.

Strategy adviser Mark Satov, with Satov Consultants, says it’s less likely the decision will kick off a move to turn Whole Foods into a discount grocery chain, and more likely Amazon is simply using the chain to figure out how a new business works. “They bought it to learn how to be in the food business,” he said.

“I think they’re just experimenting and marketing to draw a few more people into the store,” he added. The store’s price point is still out of reach for most Canadians, but by targeting items that people tend to benchmark prices on — things like fresh vegetables — the chain is hoping to win a few more customers for its more expensive items, too.

“Once you are inside the store, a couple of things happen,” Satov said. “You go and say the milk is $3.69 … I can afford that, and then you’ll buy the freshly ground peanut butter for $18 a tub.”

Whole Foods currently has more than a dozen locations across Canada. (Lynne Sladky/Associated Press)

But Bruce Winder, co-founder and partner at Retail Advisors Network, says the move is a much bigger deal for the hyper-competitive world of Canadian grocery.

“It’s going to cause a fairly seismic impact,” he said in an interview. While he acknowledges the Whole Foods footprint is relatively small in Canada, “it fires a shot over the bow of traditional grocery,” he said.

The move likely won’t cause a flood of people to change their grocery store, he said, but “it’s going to wake up some people to consider a switch.”

If it gets enough of them through the door — and possibly buying new Prime memberships — Winder says it’s worth it.

That’s because most people shop one or two times a week, “and if they can get that customer coming in, invite them into the ecosystem, get them to use Prime — and suddenly you’ve got a strong rewards system there that keeps the customer within the Amazon world,” he said.

And ultimately, anything that causes the rest of the industry to take a look at its own businesses is a good thing for everyone.

“The consumer wins,” Winder said.

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What I Learned at the Opening of Toronto’s First Legal Weed Store

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Perhaps it was fitting that Ontario’s weed stores finally opened their doors on April Fool’s day—because the province’s retail rollout has arguably been a joke.

In the end, only ten of the 25 private cannabis retail operators selected via lottery were able to open Monday. There was one store open in Toronto, a city of 2.6 million, where more than 100 illicit dispensaries were in operation prior to legalization.

VICE visited the Toronto store, called The Hunny Pot, located downtown near Queen Street and University Ave. Here are a few key takeaways from the experience:

People give a shit

When we showed up at 8:45 AM—about 15 minutes before The Hunny Pot opened, there were dozens of people already in line. This despite temperatures being below 0 degrees Celsius [32 degrees Fahrenheit] and the fact that you can order weed online. Cannabis lawyer Caryma Sa’d and a few others parked a tent in front of The Hunny Pot at 10 AM Sunday to ensure they’d be first in line. Sa’d told VICE she can’t order weed through the Ontario Cannabis Store website because it doesn’t accept Visa debit cards, so she wasn’t able to buy weed on October 17. “Obviously Ontario has been extremely slow to open brick and mortar stores and it was something of a second chance to be first.” The line only got busier as the day progressed, and the three levels of the store’s interior were jammed the entire time we were there.

The owner doesn’t smoke weed

The Hunny Pot owner Hunny Gawri is a real estate agent who told VICE he has consumed cannabis only on rare occasions. He has, however, run a bunch of different types of shops, including cell phone stores and an indoor kids’ playground.

“I think I might be able to speak more for people who haven’t tried it and are curious now that it’s legal,” he said, noting he wants more education on the effects various strains will have on him. “There’s a lot of enthusiasts out there and I’m looking forward to understanding it more, learning more about it as we go through the process.” Advertisement

Gawri said his retail experience is what allowed him to build the store in a short period of time. He said he was in part attracted to selling weed because it’s “definitely going to be a lucrative industry,” especially given Ontario’s population. Many of the other weed operator lottery winners in Ontario have partnered with larger retailers in licensing deals, but The Hunny Pot is independent.

People are pissed about this tone-deaf shirt

Staff at The Hunny Pot were outfitted with uniforms that had jokey slogans on the back, including “baked fresh daily,” and “I’m high on life.” However one of the staffers—a white woman—wore a shirt that said “I run on weed & gangsta rap.” People were not amused when I tweeted a photo of it. That’s because it seemed a little tone deaf, considering that black people are disproportionately arrested for weed crimes, and vastly underrepresented in the legal weed industry.

“There are about 500,000 Canadians w/ marijuana convictions on their record. Black folks were targeted for these offenses & are wildly over-represented in that number. But YUK YUK isn’t this tee so cute? Everybody wanna be Black but nobody wanna be Black,” tweeted Jared A. Walker, a Toronto-based writer and communications consultant. Yeah, might be a good idea to pull that shirt out of the rotation.

golden-joint

A golden joint (left) and a “CBD dominant” strain (right). Photos by the author

The weed isn’t cheap

I paid $51 [$38 USD] for 3.5 grams of San Rafael Pink Kush—an indica containing 21 percent THC. Online, that quantity is priced at $42.85 [$32.08 USD] plus a $5 [$3.75 USD] shipping fee, though it’s sold out currently. Owner Gawri told VICE grams at his store range from $9.50 [$7.11 USD] to $22 [$16.47 USD]. It goes without saying that black market weed is still cheaper, especially if you buy weed in larger quantities. But being the only legal weed store in Toronto, The Hunny Pot is still going to get a lot of traffic.

There’s an Apple Store vibe

The Hunny Pot is aesthetically very sleek. It’s 3,500 square feet with a lobby area, and three levels where cannabis is displayed in sensory jars that allow you to smell the various strains and examine them through a magnifying glass. Each customer is greeted by a budtender who walks them through their options and then places orders through an iPad. Once you’re done placing your order you wait in a line to pay and pick up the weed at the cashier.

There was a Christian man protesting weed

After spending a few hours at the store, we walked outside to find a protester across the street holding up a sign that said “there’s no hope in the dope. John 8:36.”

It turns out that’s not actually what that bible verse says. The guy was shouting “it’s corrupt, it’s dirty, it’s vile, it’s not God’s will” into a microphone. And I took that as my cue to go home.

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Two Ontario pot shops appear to be violating building code and accessibility laws

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Toronto’s only licensed, up-and-running, brick-and-mortar cannabis store was open for business on April 1. But some customers with disabilities encountered difficulties when attempting to access the Hunny Pot Cannabis Co. near Queen Street West and University Avenue—there was no ramp to facilitate access for users of mobility devices such as wheelchairs and walkers.

Global News reports that Jordan Dragiz went to the Hunny Pot on Monday to pick up a few cannabis products. After a long wait in line, Dragiz arrived at the front–only to realize that there was no ramp to the front door. In order to be served, Dragiz was forced to leave his wheelchair sitting on the sidewalk and had to be brought in and out of the shop without the device, via staff assistance.

“I wasn’t shocked. I was kind of expecting this. But I wasn’t sure if there’s going to be a ramp or not. I’m more shocked they don’t have a ramp,” Dragiz told Global News. “All these buildings are pretty old … I was wondering what I was going to do, how I was going to get in. But good thing they were nice enough to help me in.”

Staff at the Hunny Pot Cannabis Co. went on the defensive when asked by Global News to explain the lack of accessibility.

“We fully accommodated those individuals. Today, up to four individuals came through with accessibility needs including wheelchair and each were able to purchase product,” Kate Johnny informed Global News in a statement on Monday night. Johnny added that the shop’s owner is working with consultants to identify and correct accessibility issues.

“We do have a temporary ramp that we can bring in to let them come into the store and the ability for our budtenders to bring the point-of-sale and products directly to the individual who currently cannot access the third and fourth floor retail spaces,” says Johnny.

Global reports that upon attending the store on Monday to view the temporary ramp, a rep informed them that the store could not display the ramp due to the influx of clients.

The Hunny Pot Cannabis Co. appears to be in violation of the Ontario Building Code and accessibility laws.

1a Fire Flower 0378 e1554218398428 Two Ontario pot shops appear to be violating building code and accessibility laws
Ottawa’s Fire & Flower is also currently inaccessible to potential clients with mobility issues. Wayne Cuddington/ Postmedia

“I can tell you that all businesses need to adhere to the Ontario Building Code, which says that any new or considerably renovated building needs to be accessible for people with disabilities,” Minister for Seniors and Accessibility Raymond Cho said in a statement.

“I am reviewing the matter immediately and will be working very closely with my colleague, the Minister of Municipal Affairs and Housing, as well as my other colleagues who are engaged on this issue on ensuring that we take a full government approach to accessibility.”

Hunny Pot is not the only Ontario dispensary catching criticism for a lack of accessibility. Ottawa’s Fire & Flower is also currently inaccessible to potential clients with mobility issues, although Ottawans have other options at their disposal that are accessible such as Hobo and Superette.

Global reports Fire & Flower spokesperson Nathan Mison says that a “wheelchair ramp, a chair lift, a wider front doorway and wider hallways” were originally planned as part of the store. Because the shop is located in a heritage building, he says, any major renovations would require municipal approval.

As a result, plans to make the store accessible to all clients had to be delayed in order to open by April 1. Because of that, and the tight timeline the company faced before opening day, plans to make the building fully accessible had to be delayed, says Mison, who claims Fire & Flower is working with the city of Ottawa and hopes to have changes implemented over the next few months.

“It’s still in process and we’re still working that through,” he said.

It is unclear whether Hunny Pot or Fire & Flower will face repercussions for flouting provincial disability laws.

Want to keep up to date on what’s happening in the world of cannabis?  Subscribe to the Cannabis Post newsletter for weekly insights into the industry, what insiders will be talking about and content from across the Postmedia Network.

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