Aeroplan revamps IVR system
Jun 23, 2000 | 6:05 am
#1
Original Poster
Join Date: Jan 1999
Location: YYZ
Posts: 1,154
Aeroplan revamps IVR system
Aeroplan has completely changed their IVR system. I never did like the old one too much, but the new one required an awful lot of keystrokes to get the good goods. Also had an automatic fax-back feature to provide you with a list of recent transactions.
It did crap out on me though, as I had it play back my transactions since the last statement. I know there were five items, when it got to the third (kiosk bonus) it flung me over to an agent.
Oh well, that system hasn't changed since I became a member ('92), so it was probably due for an overhaul.
It did crap out on me though, as I had it play back my transactions since the last statement. I know there were five items, when it got to the third (kiosk bonus) it flung me over to an agent.
Oh well, that system hasn't changed since I became a member ('92), so it was probably due for an overhaul.
Jun 24, 2000 | 8:02 am
#2
FlyerTalk Evangelist
Join Date: Mar 2000
Location: Southern Alberta
Posts: 20,547
I tried yesterday for the first time. I too find it complicated and cumbersome. It requires a lot in inputs to get information. IMHO, the improvement is not user friendly. Perhaps my reaction is just resistance to change...
Jun 27, 2000 | 12:43 pm
#3
Join Date: Dec 1999
Programs: UA Plat/1MM, AC 25K, Marriott LT Platinum
Posts: 467
Does anyone know what number sequence to use to speak to an agent? In the old system I was offered Elite Express service - e.g. press 1 to continue with AeroService or 2 to speak to an agent. Today I used the new system for the first time and never got that option, and in fact, never got any option to speak to an agent. I only got an agent by restarting the call and pressing * as if I wasn't an Aeroplan member. I then spoke to an agent right away.
Jun 27, 2000 | 2:30 pm
#4
Join Date: Feb 2000
Location: Charlottetown/Ottawa, Canada
Posts: 346
Logically-designed systems should take you to a human (or, more likely, have you sit on hold waiting for a human) if you hit O.
Unfortunately, way too many systems are not logical. I'm not sure about Aeroplan's, although I think I've been able to get an operator in the past this way.
Unfortunately, way too many systems are not logical. I'm not sure about Aeroplan's, although I think I've been able to get an operator in the past this way.
