Missed family Disney cruise after Air Canada flight canceled
- A couple and their two children have missed a Disney cruise after Air Canada canceled their flight.
- Instead, they spent three days traveling and slept “on benches” at the airport overnight.
- Their daughter tested positive for COVID in the ER a few days later, her father told Insider.
A family of four missed a long-awaited Disney cruise after Air Canada delayed and canceled flights over Independence Day weekend – among hundreds who saw their vacation plans dashed by the chaos of this summer’s travels.
“Our children are devastated,” their father, Nathan Morris, told Insider. “We had planned the trip several months ago and had talked about it almost every day since.”
The week-long $5,500 cruise to Alaska was meant to be a birthday treat for the family’s six- and 10-year-olds, who instead spent the holiday weekend at multiple airports.
The family’s first flight from Baltimore to Toronto took off two hours later than scheduled and sat on the tarmac for more than an hour waiting for baggage staff, Morris said. This caused them to miss their connecting flight to Vancouver, where the cruise was brought.
Air Canada then rebooked the family’s flights for early the next morning with an additional stopover in Montreal, flight documents seen by Insider show.
“A customer service person even said if we had looked at the news we would have known this was going to happen,” Morris said, adding that the airline does not offer hotel accommodation.
The couple and their two young children had to sleep “on benches under the Toronto airport escalators,” he told Insider.
The passengers were “herded like cattle…without even apologizing”.
The flight from Toronto to Montreal was delayed the next morning, according to Morris. Then, the connecting flight from Montreal to Vancouver was delayed by three and a half hours due to “an unforeseen aircraft maintenance issue”, according to documents. At noon, the flight to Vancouver was canceled entirely.
The next available flight would not depart until the following day, meaning the family would not be able to reach the Port of Vancouver before the cruise departed. After two full days of traveling with children, the couple decided to book the next flight home.
Throughout the rebooking process, Morris said they were “herded like cattle from one customer service desk to another without even apologizing.”
“To make matters worse, we were notified that we had been exposed to someone with COVID on our flight home,” he told Insider. “Our daughter, a few days later, tested positive after going to the ER with a high fever that we couldn’t control and constant vomiting.”
Air Canada did not immediately respond to Insider’s request for comment. An airline spokesman said last week that the industry is “currently facing issues with airports and third-party providers of services such as passenger screening, customs and air navigation”.
“We are working hard with these partners and governments to address these issues as they affect airline performance,” the spokesperson added.
Morris submitted a refund request online for the $1,500 airfare and was able to receive a partial refund for the $5,500 Disney cruise, he said. The only response he received from Air Canada was an automated message that an agent might not be available for 30 days, he added.
The family also lost hundreds in airport parking, transportation, a kennel for their dog and an unused hotel room. Morris and his wife had taken days off, leaving those vacation days wasted.
“My wife and I are still in shock. Not only because we missed a much anticipated and expensive cruise and gift for our children (we don’t have a lot of money – both working parents) but how much we were treated,” he said. said in an email to Insider.