A family of four missed a long-awaited Disney cruise after Air Canada delayed and canceled their flights over Independence Day weekend.
Nathan Morris told Insider that their children are devastated. We had planned the trip a long time ago and had been talking about it for a long time.
The family's six and ten-year-old children spent the holiday weekend in multiple airports instead of receiving a birthday gift from their family.
Morris said that the family's first flight from Baltimore to Toronto took off two hours late and sat on the tarmac for over an hour. They missed their connecting flight to the port.
Flight documents viewed by Insider show that Air Canada rearranged the family's flights for early the next morning with a stop in Montreal.
Morris said that one person at customer service stated that if they had been watching the news, they would have known about it.
He said that the couple and their two young children had to sleep on benches underneath the escalators.
Morris said that the flight from Toronto to Montreal was delayed. The connecting flight was delayed for three and a half hours because of an unforeseen aircraft maintenance issue. The flight toVancouver was canceled by noon.
The next available flight wouldn't leave until the next day, meaning the family wouldn't be able to get to the port in time for the cruise to depart. The couple decided to book the next flight home after traveling with their children for two days.
Morris said they were "herded around like cattle from one customer service desk to another without apology."
He told Insider that they were exposed to someone with carbon dioxide on their return flight. After visiting the emergency room due to a high temperature, our daughter tested positive for it and we were unable to control her vomiting and nausea.
Air Canada did not reply immediately. The airline said last week that the industry is challenged due to issues with airports and third-party providers.
These issues are affecting the performance of airlines and we are working hard with our partners and governments to find a solution.
Morris was able to get a partial refund for the Disney cruise after submitting an online request for a full refund. An automated message from Air Canada said an agent might not be available for another 30 days.
Hundreds of dollars were lost on airport parking, transportation, a kennel for their dog, and an unused hotel room. Morris and his wife took days off from their jobs.
We are still shocked. He said in an email that they missed out on a cruise and gift for their children because of how they were treated.
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