Could this be the start of something great?
Air Canada has put someone in charge of SE complaints. I think it’s called the Customer Solutions Department. Now I have not closed the loop on my most recent escapades but what has crossed this desk has produced results and my response so far nothing short of customer delight!
The short version is an AC Concierge showed up at my house today with a new suitcase as well as a lovely bouquet of flowers for my wife, personalized note and all. Now the new suitcase was my dream date from a complaint YESTERDAY but if I was successful in my complaint (someday) I expected to go buy it and bill AC. However they did everything and personally delivered it (on Sunday!)
The thing with the flowers was very unexpected, not required, but made me look good and made my wife feel much better about what she had been through.
I hope this is the start of a new trend, we sure need it.
Any one else notice this new role’s impact yet? I understand it has been around less than two weeks.

Great to hear about it Halifax Bouy... Just wondering did you get any compensation for the things lost in the suitcase?

It'll certainly be interesting to see whether my complaint about my last 2 flights gets any reply.

Halifax buoy


You are sooo lucky!

I complained to " Air Canada customer solution" on March 12th, followed up as I had no reply on March 26th, April 12th, April 19th and finally on April 28th I had a reply, so roughly 6 weeks !


My original complaint was due to the fact that I was charged $655.00 to change a ticket to an earlier flight, then due to the ever increasing delays by AC the flight I had changed to was late, resulting in me arriving 10 mins earlier than my original ticket before I paid the up charge.!

AC just sent me a short letter, (standard) with a MCO for the $655.00....

I still am not happy as, 1. it took 6 weeks, 2. I wanted the charge put back on my CC, as its hard to show MCO on the business.


I do hope you are right that this is things to come, but as previously posted so many times before its inconsistent!!

PS. Iam also waiting for replies to 2 other letters, one from Feb 19th, the other from March 5th....

I sent a letter to AC in the middle of November and I have still not received a response. Granted, I'm no SE, but this is ridiculous.

(Note a complimentary letter I sent garnered a response in less than three weeks. Hmm...)

I recently had AC regional finalize a delayed baggage claim from February. They paid it in full to the tune of approx $250, albeit in 2 portions as the second part for $90 took a little encouragement! Overall, not bad service.

Yes - I too had a great experience with the concierge service a few weeks ago. Have not had any dealings with the Customer Solutions Department though.

Good to hear stuff like this though!

See my posting at http//www.flyertalk.com/forum/Forum5/HTML/002312.html for info if you're intrested

I have been informed that the Customer Solutions Department is an amalgamation of the Customer Services Departments of AC and CP; with headquarters in Calgary (at least for non SEs)?

Can someone from AC verify this, and give us the address, phone number, fax number, and email address of the department, if available?

Air Canada Customer Solutions
PO Box 64239
Thorncliffe Outlet
5512 4th Street NW
Calgary AB Canada

FAX. 1 866 584 0380 or 403 569 5333


Hope this helps

The CP customer service did have an email address; the old AC customer service department did not have an email address.

Does this new department have an email address?

I don't think they have an email address... however, since E/SE (P?) all have a seperate email address to use, I think that might be better than the standard one email address that CP has.

I always assumed that the email address that I have as an elite is valid for aeroplan only issues?

With CP, there was a separate email address for Canadian Plus, and for customer service.

FWIW,

I faxed a letter to the Customer Solutions office about a recent complaint: E and SE were not given advanced boarding and I was therefore caught without overhead space to place my Laptop bag...unfortunately I need the space under seat in front of me for my legs...

Within a few weeks, I received a delivery of a "Fruits and Passion" giftbasket and an apology letter.

It's interesting that AC doesn't publicise their Customer Solutions office. I had to do a site search to find it in the Contact Us page, which doesn't seem to be listed anywhere on the main site.
They also mention that they prefer mail or fax because they often neend supporting documents

Oops. It is on the main site. All you need to do do is go from Home -> Assistance -> Air Canada -> Contact Us -> List of Contacts -> Customer Relations. Quite easy, really.

Unfortunately, my complaints about my last 2 flights have only came back with a form letter.

"blah blah.... you this does not reflect Air Canada's usual level of service... blah blah".

Yeah right....