Australian visa help? | GTAMotorcycle.com

Australian visa help?

Nick_f

Well-known member
Site Supporter
Hello GTAM, i have an issue and looking to see what actions i can take against Air Canada

My wife and I were to fly to Sydney Australia on Saturday the 18th.

When we showed up to the airport, we checked our bags, and made it past security check. We were told to go to the Air canada help desk to have our electronic Visa's issued. It was a $25 charge.

We get to the desk, and the employee had no issue doing it. He started getting all the info at the same time talking to another employee about shop talk sort of thing. After issuing my wife visa, he issues mine. But than his eyes go very wide open, and a look of panic in his eyes and body language.
When you apply for a visa, the question asks "do you have a criminal record" Well the employee checked yes, instead of no.
Now my visa is rejected, and essentially 'locked out' I would be denied entry into Australia.
He quickly got on the phone and started calling a help desk, and everyone who can help.
The end result is that my wife could board, but i can't. My wife did not want to fly without me, so they had to get our bags off the flight.
He was apologizing like crazy, saying it was a flick of the wrist mistake.
He printed off 2 $25 food credits, and offered to pay for a hotel for the night. We declined the hotel, because we only live an hour out.
They re booked our flight for Tuesday night, in hopes that we get everything sorted out.

The reason for the Tuesday flight is because, i have to go to an Australian high commission, and get my name cleared, and since Monday is a holiday it would be Tuesday.

Australian high commission is in Ottawa, so i have to drive out to Ottawa for Tuesday morning with a criminal record check, and get a paper visa. Drive back to Toronto and board the flight. I went to the local OPP in Fergus, and they were able to give me a record check, showing no criminal convictions.

Now, we have missed 3 days of our holiday, 3 nights in a hotel in Sydney (hotwire, so no refunds)
Hours of driving time, plus extreme embarrassment of being escorted through the air port. We waited 2 hours to get our bags off the flight, plus another 2 hours for the park n fly to get our car, since it was parked off site due to the length of our trip (not there fault)
Our flight was at 7pm, and we got home to Fergus around midnight.

This trip is 3 weeks, and since my line of work, i can't just ask for an extra week off work.


I have sent emails off to complain about this, called the call centre, and i'm all out of options. In the last 11 years, i can only think of my wife in tears a few times, and last night was pretty hard to take, because someone didn't do there job right.

The trip was suppose to be a tour of Australia, and even a track day at philip island, and now it our itinerary is just got messed up because someone ticked the wrong box.

What actions can i take against Air canada? A meal credit i don't think is going to cut it.

Anyone have something like this happen?

Possibly a news outlet that can help me?
 
Sorry to hear about all of your troubles.

Given that you want to head out Tuesday, it would likely have to be after the fact to start legal proceedings, but you can get 30 minutes of free legal advice on what direction to take from the Law Society of Canada. This would be a civil suit. Just note that you need to prove damages, which seems credible, but things like outright aggravation and wasted time likely don't fall under that category. The advice we received when we sued someone, shoot for the stars, the court will only bring the amount down.

I have no experience with news outlets, but its worth exploring, cbc, ctv national, something with good exposure.
 
Where's Silverman Helps when you need him....LoL
But regardless that's a ****** issue and I feel for you as a family member was denied entry to Canada due to a similar F-up in Poland. However he didn't bother fighting it.

I'd keep going up the chain of command until you get resolution (whichever it may be fair to you). If that doesn't work, I'd hit the social media route. I don't typically agree with making a lot of public noise over an issue, but this is a major F-up by the employee and $50 in food vouchers should not make you go away. Decide what you think is fair compensation, and go for that. Settle on when you think you're compensated for your issue.
 
Best of luck , my Air Canada dispute is going on 8wks. I got two auto reply emails that an agent would be in touch soon. Its been 8 wks. They are absolutely among the worst airlines operating right now, and that's saying something.

Its not the equipment or the logistics, the routes are good, the pilots are outstanding. Its the support staff and in aircraft flight crews.

I fly a lot and the Air Canada help people are not much help.
 
You have actual monetary damage as a result of this screw up. This isn't a typical "my flight was delayed because of weather" that some people think an airline should compensate them for (because apparently they'd rather risk dead flying in poor weather vs being a bit late), but it's an actual you-destroyed-my-vacation scenario. It also put you into an embarrassing situation trying to clear your name wrong (again, all at your time and $ expense) as a result.

If it was me, I'd start by writing a letter to the office of the president of AC. Tactfully mention that you don't wish to "pursue the matter further" (leave that open to their interpretation, you have several options) but would like a resolution to make you whole. IMHO I'd want to be compensated for every dime I spent and/or lost as a result of that screwup and a

If that doesn't work I'd slip the social media route - for a big company like an airline there's a million people tripping over each other to try to drag them through the mud online for much lesser things and you're likely just going to get lost in the static.

Then, well...I'd find a lawyer that's willing to write up a letter suggestive of the fact you are still looking to settle but reserve the right to litigation. I've seen this scare tactic method (so long as you're willing to back it up and they know that) work when the company understands they're in the wrong, would likely lose in court, and decide it's cheaper to just settle.

Lastly, well....get said lawyer to file a suit. Toss your costs into the dollar figure you're requesting.
 
Post this story and a link to this page on facebook and twitter. That will get their attention...

Also start recording all your costs incurred as a result of this **** up; gas to Ottawa and back, any meals you had to get on the way, the criminal record check, the missed nights in the hotel etc
 
Last edited:
Don't go to social media until you consult a lawyer ... and they may request that any such posts be taken down. (We will do so about this thread if requested)
 
wow that totally sucks *** !!!!!!!!!!!!! i don't really have anything to offer then that situation you are in sucks ...

I travelled to Aussie a few years ago and I just did the visa myself through the Australian government website directly... why didn't you just do that ? just curious.
 
Driving out to Ottawa was unsucssefull in order to obtain a visa. The consulate requires 30 days to process the request at a cost of $140. It will clear my name with Australia immigration, but we won't be going this year. This is a tough pill to swallow as I keep feeling i did something wrong, but it was an error with Air Canada employee that made this mistake. Years of planning, and around $10,000 spent, all wiped away with a 'flick of the wrist' (that is exactly what the employee said when it happened)
We haven't even got a phone call back from Air Canada regarding this, and that is after 6 phone calls, and being told that it has been escalated. We were tol get a phone call back in under 6 hours.
I feel so bad for my wife as she is devastated about this. Planning and posting of Facebook, and dream about to come true, but a nightmare in the end.
A tough pill to swallow was me removing my motorcycle gear from my suitcase for an upcoming motorcycle track day on Philip Island.
Now we are in stages of canceling all the AirBNB's, interior flights, and see what we can re coupe from this disaster.
We will be in contact with a lawyer this week to sue Air Canada for this mistake.





You have actual monetary damage as a result of this scr........
thanks for the great info, we really appreciate it

Post this story and a link to this pa....
we tried contacting air canada through Facebook and just a generic response. I send an email out to a local news company, but nothing back.

Don't go to social media until you consult a lawyer ... and they may request that any such posts be taken down. (We will do so about this thread if requested)
thanks brian. Just the od post on Facebook for friends and family to know what's going on.

Air Cana......
thanks for the links!

Best of luck , my Air Can......

we have been told this has been escalated by the call centre, and that someone will be in contact with us in the next 6 hours. that was a day ago......

Where's Silverman Helps wh......

we won't be going easy into the night, that's for sure
Sorry to hear about all of yo........

thanks randy :)

wow that totally sucks *** !!!!!!!!!!!!! i don..

Honestly , we didn't even know about the visa until the airpot check in. We do travel frequently to a lot of different countries over the last 7 years, and thinking that we are a common wealth nation, and being canadian, i wouldn't think it would be an issue.

The rep at Air canada, was very polite saying that it takes 2 mins, and not to worry about the visa, right before he ticked 'yes' to me having a criminal record. You would think there would be fail safe, prompting you to make sure you ticked yes.
 
Last edited:
I'm a bit surprised there isn't a fail safe on the electronic form, like a review and confirm your answers click. I'm equally surprised you can get a travel visa at the airport while you stand there, the Australian consulate needs 30days.

Sincerely best wishes and please do sue the crap out of them for all your owed plus damages and emotional wear. It may be the only way they might learn, they truly are awful at customer service and resolutions. I'm going on a couple of months now.......I just want to hear somebody say sorry, we ****ed that up.
 
The Australian visa is stupid simple to get when I went back about 8 years ago, especially for Canadians. The travel agent set it up when I bought the ticket and she got the visa at the same time.

As as for your case OP I'm genuinely sorry, it would've been an awesome trip. I hope you sue these ****s, and get hats deserved.

i joke about 'Silverman Helps', but I'm quite sure on of the local stations has a new version of it. Might be CBC or something, but I've seen it on the news in the last few weeks. Try MarketPlace, they've gone after firms that screw people over. Good luck.
 
Isn't it the responsibility of the traveler to obtain visas?

I am surprised it wasn't mentioned when you planned this trip AND also that someone else a)filled it out and then b) couldn't fix their own mistake when they were filling out the form.
 
I'm a bit surprised there isn't a fail safe on the electronic form, like a review and confirm your answers click. I'm equally surprised you can get a travel visa at the airport while you stand there, the Australian consulate needs 30days.

Sincerely best wishes and please do sue the crap out of them for all your owed plus damages and emotional wear. It may be the only way they might learn, they truly are awful at customer service and resolutions. I'm going on a couple of months now.......I just want to hear somebody say sorry, we ****ed that up.
It takes 30 days because of the original input. Usually it is automatic. we are still waiting for someone to call us back. We will be in contacts with a lawyer this week to see what actions we can take. I assume a company that size has an error and emission insurance.

The Australian visa is stupid simple to get when I went back about 8 years ago, especially for Canadians. The travel agent set it up when I bought the ticket and she got the visa at the same time.

As as for your case OP I'm genuinely sorry, it would've been an awesome trip. I hope you sue these ****s, and get hats deserved.

i joke about 'Silverman Helps', but I'm quite sure on of the local stations has a new version of it. Might be CBC or something, but I've seen it on the news in the last few weeks. Try MarketPlace, they've gone after firms that screw people over. Good luck.
For my wife it went smooth as silk, and everyone we spoke too. Even on the website it says it is instant.
we did everything online so no travel agent, or mention of a visa. We literally had everything book, so knowing something like a needed visa we would have got months before.

Isn't it the responsibility of the traveler to obtain visas?

I am surprised it wasn't mentioned when you planned this trip AND also that someone else a)filled it out and then b) couldn't fix their own mistake when they were filling out the form.
We honestly didn't know about the visa.

We booked everything online, and no mention of it asking for visa or emails saying so.
It would be a different story if we went to check in, and the air canada rep said you need to go online before you board the flight and get a visa.
Than it would be on me, but the help desk said they can do it, and they do it all the time.

the employee at the help desk called everyone he could for an hour to correct this, but the system will lock you our right away as a fail safe.
 
My wifes client is a lawyer in town, and he is helping us out with this.

He believes that air canada is not calling back yet because they are discussing this with there 'in house law team/comity'

He suggested the best route is just to take Air Canada to small claims court, and sue for any cost occurring to us, and this should be resolved in a year.
(air line tickets, visa costs, hotels, etc)

If we decide to actually sue Air Canada, it could be a long drawn out process taking years, and thousands of dollars in legal fees.

He is willing to help us out for free in small claims court (just review paper work, and suggest course of actions, etc)

We were told to give air canada one more phone call on friday for resolve, and than take them to small claims court. He believes they will just offer a credit of flights, which would be unacceptable. He believes with the info we provided that we will see all our money back from our trip plus expenses.

I belive he said they have 30 days to respond to our request, and essentially forcing there hand.
 
Sounds good, but is the limit on small claims not $10,000? Does this actually cover your losses and expenses?

In the end I appreciate that if it's the easiest method for a timely solution that it's the best solution though.
 
Small claims is $25000 and has been for a while which should be plenty

Sent from my Nexus 5X using Tapatalk
 
Cool. That'll work for sure, but I always thought it was $10k.
 
scuba steve is right at $25000, but we will be under that.

I could sue, and my wife could sue also, making it a total of $50,000

At this time we are just looking for money out of our pocket, (flights, hotels, excursions, etc)

We aren't asking for pain and suffering, just money out of pocket.

We will be tallying up the bills and it should be around $9000.
 
scuba steve is right at $25000, but we will be under that.

I could sue, and my wife could sue also, making it a total of $50,000

At this time we are just looking for money out of our pocket, (flights, hotels, excursions, etc)

We aren't asking for pain and suffering, just money out of pocket.

We will be tallying up the bills and it should be around $9000.

It sounds like you are proceeding the right way. Be careful if you want to head down the road of your wife suing as air canada didn't actually prevent her from flying.

I would be furious if this happened to me. I would consider suing just to make it a large enough hassle that AC would bother fixing their computer system so simple mistakes couldn't cause such big problems. For 10K, AC will pay and not learn anything, if they lose 50K+, they may pay someone to implement a system that asks for comfirmation.
 

Back
Top Bottom