I ve endured through the worst travel experience o...

I ve endured through the worst travel experience of my life here. I ve sent the following email complaint to them a week ago and still no response. I m beyond frustrated and cannot believe that no resolution has taken place yet.

Hi there,

Due to overcrowding at PVG airport on May 30, 2019, this caused our flight (CA 922) to be stuck on the runway for about an hour and prevented us from disembarking on time. We were supposed to arrive at 2:50pm. Instead, we did not disembark and get to customs in China until 3:50-3:57pm. Additionally, with having to go through customs in China as well as pick up baggage to re-check in, my husband and I were not able to check in to our connecting flight (as the check in booth was closed 1hr before departures). We did not get to the booths at China Air (operated by Air Canada), which was our connecting airline, until around 4:45pm. Our flight (CA 7457) was supposed to depart for Toronto at 5:15pm. It was impossible to make it to our flight because of PVG airport inefficiencies.

We spoke to an agent at the airport who advised us that a refund and change to our flight could be made if our flight had indeed been delayed, however, because the arrival time in PVG airport s system indicated that our plane had arrived at 2:47pm instead of the time we had actually disembarked from the plane and got to customs (approximately 3:50/3:57pm), we were not able to get a refund. We had to change our flight which cost us almost 19,660 CNY! Our frustration stems from the overcrowding and disorganization of plane arrivals and departures, customs procedures, picking up and re-checking in of baggage, the fact that the monitor did not even indicate where the baggage from our flight was to be claimed (we had to ask the staff to find out which conveyor belt our luggage was located at), and the fact that the transfer airline closes check-in booths 1 hr before check in time.

I am attaching our original tickets from KIX to PVG, the receipt which shows the time stamp of our arrival into customs in China to prove that we did not get there till almost 4:00pm (connecting flight was supposed to depart at 5:15pm), as well as the receipts for when we had to rebook our tickets ($3950.08 CAD) in order to get home. We are beyond upset, frustrated and tired; financially, emotionally and physically; because of all the issues we have experienced as a result of the problems caused by PVG airport. In the least, what we want is a refund for the cost that we had to additionally pay 19,660 CYN ($3950.08 CAD). Please let me know what can be done to resolve this issue. We have been travelling for almost 24hrs now. This was supposed to be our honeymoon and this was not how we imagined our honeymoon would turn out.

Thank you,

Karen Manzo