I have recieved a phone call asking me to attend a focus group with regards to my AC experinces...

Its next week in YVR, anyone been asked.?

I guess its one of these marketing companies doing it, i did'nt quite catch the name as it was on my cell.

I will let you all know what happens.....

Are you going to get anything in return?

Hopefully better service for all.

Had a call two weeks ago while I was on the road. My SO took it and told them to call back in a few days when I returned.

They never did. Not sure what triggered the call, but it was not important enough to follow up.

I have lots to tell them about customer service and expectations. How do I get heard? There is no way of contacting them using technologies of the new millenium. Even CP had an e-mail address they would respond to. They are hiding behind outdated snail-mail and voice-mail jail. H*ll, they were even hiding behind 1-800 technology overload the other day at he E-AP desk.

[This message has been edited by I'llMissCP (edited 07-02-2001).]

I'llMissCP, write them a letter. Send it to their customer solutions address. Be specific, polite, and clearly address one or two of your main points. They will pay attention. I wrote to them about the zoo in YYZ last Christmas when I missed a connection. I received a standard form letter reply stating they were looking into it, and my letter would be forwarded to the appropriate departments. They did forward the letter, because later on I received three separate apologies: one from some customer service person, a second from a YYZ manager, and a third from Air Ontario.

As a person who works with the latest technology, I hate using outdated snail-mail.

Besides, I have written, and never received an acknowledgement Customer Solutions is a poor name for this department. It's more like "Ignore the customer" department. I have even felt that from the front line employees. No-one has the authority to do anything. "Not my department" is their new motto.

I too have received replies from AC whenever I wrote them. 2 letters so far this year (1 compliment and 1 complaint) and I got a reply for both letters within a month.


I'llMissCP: All of us here admit that AC are improving in terms of responding to complaints (whether it's form letter and personal response), if you have a problem, write to them (I don't care whehter you work with latest tech, I bet you are just too lazy, what's the difference between email and typing up a letter to send it in? A stupid stamp cost you $0.50, yes, we know that AC is not as high tech as we would like them to be, but if you are Elite, you have an exclusive email to use and most Elites here will tell you that they do get a response).

Until you actually do something, i would say stop complaining and don't make it sound like AC owe you something on every single one of your trips. (Although AC is not exactly my best friend, i couldn't stand the way you complaint over the last couple of days and especially the way you are wording it)!

Excellent point about the Elite e-mail, Empress.

On the three or four times I have used it, I have recieved a response within 4 hours. I believe this is even fater than the SuperElite email service!

AC did not respond to my complaint re: missing National credit. It had been a very long time, ie. 5 months since the rental and promise after many promises still no credit. I had also written to National. I received a reply from National's president's office within 2 weeks and now they will post 1500, instead of 500 miles for the rental. National and AC had each blamed each other throughout and said it was being dealt with (prior to my letter). In my opinion CP was way better at responding to comments and complaints than AC is.

Elite e-mail? What Elite e-mail? I thought that only SEs have an e-mail address to write to. Do you know something we don't, Fisch?

I have had lots of luck emailing Air Canada using

http://aircanada.custhelp.com/cgi-bi...nduser/ask.php

I usually have a response within 24 hours.

If there is a SPECIAL ELITE email address please share!

Thanks

Email's have been sent to those who requested it!

At this point, I'm just "witholding judgement."

This weekend(Sat-Mon) I was back home in YEG. On Monday as I was packing for the airport, I got a call from a survey company regarding Air Travel. Normally I am not one to answer these things. But with this thread in mind I asked who the survey was for. The reply as I expected as AC.
I played along and the answered the question regarding the flight leg(YYZ-YEG). Maybe this why I got the operational u/g on this flight Interstingly he didn't know I flew ALB-YYZ to connect. He asked a raft of questions regarding cabin crew, gate staff and meal service etc.
After I answered his questions he asked if I would be interested in participating in other surveys, etc I said yes. So we shall what happens.