CAA Thunder Bay

I had the unfortunate dealing with this particular branch of CAA - I booked a virtual online appointment with Breanna Reilly who did not show up at the time of the appt. and did not at least, msg me she is going to be late until I emailed her questioning why she is not showing up for the appt. She called at 12:49 and the appt. was at 12:30 by that time I was already with another travel agency booking my flight. I asked for her manager who gave me more excuses and the dismal customer service. Save the headache and do not book with this CAA branch.

If you’re trying to contact them by phone, forget it. Phones are likely silenced as when you go in, you never hear a phone ring. When you ask why they don’t pick up, they tell you to leave a message and they’ll get back to you, maybe, eventually. Changing policy details require a personal visit, great if you don’t live out of town. No longer help with trip planning, no longer supply maps but if you want an overpriced hat…. One star because most of the staff are friendly and the parking lot is accessible, other than that, use Canadian Tire Roadside Assistance.

I went to CAA to alleviate my stress about booking hotels, planes etc. Caitlyn messed up our hotel reservation so we paid for the same room 3 times. We are still waiting to hear if CAA managed to get my $800 back. It was the hotel clerk who investigated the mistake done by Caitlyn and found where the money went. Still waiting... Needless to say, my travel anxiety is Really High now. Next time I will book it myself. I can mess it up for free.

At the office, I had an okay experience. They helped me get a telephone appointment with an insurance agent. But the phone call with this agent was really bad; he started asking for information that I said was in my email. Then he started being rude, saying, "If you make an appointment, you should be organized and have all the information ready." I asked why he was talking to me like that, and he kept saying that I should be organized and be ready to provide all the information. I told him that I had the information, and he said, "But you said you didn't have it." Then I told him that I didn't like the way he was speaking to me, and he hung up. Worst customer service ever!

Absolutely delightful staff in the Thunder Bay location. I came in this morning for a passport picture and everyone in the office was wonderful to deal with. Totally professional and a very happy and helpful staff! The tow truck drivers are equally as helpful and professional in my experience. Thank you CAA Thunder Bay!!