Jun 3, 2014, 1:34 pm
Last edit by: Jasper2009
Dear AC forum members,
We're sure most of you have been following New AC Presence on FT which has received a huge amount of responses.
In order to better manage the discussion and to ensure the AC representatives have a chance to read and reply to all the comments and questions, we've decided to slightly modify the format of the discussion:
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(2) FTers are welcome to reply to any of the AC representatives' posts.
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(4) If you have any suggestions regarding this thread, kindly contact any of the moderators via PM or send a message using the RBP button.
(5) Should you not have received a reply to a question raised in the previous AC presence thread, you may re-post it in the new thread.
Thanks for your cooperation.
And, by multiple requests from forum members, this thread is now a sticky!
Air Canada forum moderators
We're sure most of you have been following New AC Presence on FT which has received a huge amount of responses.
In order to better manage the discussion and to ensure the AC representatives have a chance to read and reply to all the comments and questions, we've decided to slightly modify the format of the discussion:
(1) The core purpose of this thread is to allow a dialogue between FTers and AC management. As in the previous thread you may ask questions and provide feedback to AC management and the AC representatives will do their best to reply to the feedback/questions posted.
(2) FTers are welcome to reply to any of the AC representatives' posts.
(3) We kindly ask that FTers refrain from replying to other FTers' posts. The goal is to have a more streamlined Q&A thread.
(4) If you have any suggestions regarding this thread, kindly contact any of the moderators via PM or send a message using the RBP button.
(5) Should you not have received a reply to a question raised in the previous AC presence thread, you may re-post it in the new thread.
Thanks for your cooperation.
And, by multiple requests from forum members, this thread is now a sticky!
Air Canada forum moderators
Official AC Representative Q&A Thread
Oct 21, 2014, 11:41 am
#1051
Join Date: Jun 2009
Programs: Air Canada Aeroplan
Posts: 1,748
This goes without saying. However, the split between YQ and base fares affects many other things, like discount codes and award redemptions. This is where the use of YQ amounts to deceptive advertising - that 15% discount code turns into 3% on final prices, and your "free flight" is actually close to $1000. But you also knew that.
Oct 21, 2014, 12:51 pm
#1052
Suspended
Join Date: Dec 2010
Posts: 4,153
I don't think we're self-congratulating anything - we are well aware of our shortfalls, whether or not you see us referencing them on here, and are doing what we can to address them.
This is actually a fair point, I grant you that. Times have changed and so have fare constructions. YQ was once purely based on the fuel spiking, and now has become just another fare component (which is why so many governments, ours included, have mandated that fares be all-inclusive - and rightfully so, IMHO). The reason it's broken out on us is the same reason it's broken out on so many other carriers: when we sell tickets through the GDS (travel agents, etc.) carriers are listed based on base price only, surcharges aren't included. If we were to absorb YQ into our base prices, we would be hugely uncompetitive. One should always be comparing the final prices in order to get a true apples-to-apples basis when shopping for fares across airlines.
I've had a mix of good and bad, but I agree things can be better. As I mentioned above, we are working on ways to fix this, among other things Also there are seat covers on the new J seats (787 spec).
This is actually a fair point, I grant you that. Times have changed and so have fare constructions. YQ was once purely based on the fuel spiking, and now has become just another fare component (which is why so many governments, ours included, have mandated that fares be all-inclusive - and rightfully so, IMHO). The reason it's broken out on us is the same reason it's broken out on so many other carriers: when we sell tickets through the GDS (travel agents, etc.) carriers are listed based on base price only, surcharges aren't included. If we were to absorb YQ into our base prices, we would be hugely uncompetitive. One should always be comparing the final prices in order to get a true apples-to-apples basis when shopping for fares across airlines.
I've had a mix of good and bad, but I agree things can be better. As I mentioned above, we are working on ways to fix this, among other things Also there are seat covers on the new J seats (787 spec).
Oct 21, 2014, 2:17 pm
#1053
Flying Blue Director
Join Date: Jul 2006
Location: CDG/AMS
Posts: 1,864
Just wanted to comment on a few suggestions I've seen thus far (on here and in the Suggestion Box) that ask for int'l J pax to have easier access to Concierge:
The mandate for Concierges is to assist int'l J pax in the same way they would assist SEs, and we have sent a reminder to them after a few of you on here mentioned they weren't exactly willing to do this. That said, I just confirmed with Ben S that the spec for int'l J pax is to have the same level of service as SEs, except for being able to contact them in advance (i.e. phone numbers). This is an aspect of the service we will continue to reserve for our SE pax only, and it's not something we plan on changing in the near future.
The mandate for Concierges is to assist int'l J pax in the same way they would assist SEs, and we have sent a reminder to them after a few of you on here mentioned they weren't exactly willing to do this. That said, I just confirmed with Ben S that the spec for int'l J pax is to have the same level of service as SEs, except for being able to contact them in advance (i.e. phone numbers). This is an aspect of the service we will continue to reserve for our SE pax only, and it's not something we plan on changing in the near future.
Oct 21, 2014, 6:00 pm
#1054
FlyerTalk Evangelist
Join Date: Mar 2000
Location: Southern Alberta
Posts: 20,550
Just wanted to comment on a few suggestions I've seen thus far (on here and in the Suggestion Box) that ask for int'l J pax to have easier access to Concierge:
The mandate for Concierges is to assist int'l J pax in the same way they would assist SEs, and we have sent a reminder to them after a few of you on here mentioned they weren't exactly willing to do this. That said, I just confirmed with Ben S that the spec for int'l J pax is to have the same level of service as SEs, except for being able to contact them in advance (i.e. phone numbers). This is an aspect of the service we will continue to reserve for our SE pax only, and it's not something we plan on changing in the near future.
The mandate for Concierges is to assist int'l J pax in the same way they would assist SEs, and we have sent a reminder to them after a few of you on here mentioned they weren't exactly willing to do this. That said, I just confirmed with Ben S that the spec for int'l J pax is to have the same level of service as SEs, except for being able to contact them in advance (i.e. phone numbers). This is an aspect of the service we will continue to reserve for our SE pax only, and it's not something we plan on changing in the near future.
Oct 21, 2014, 10:20 pm
#1055
Company Representative - Air Canada
Join Date: May 1999
Location: Canada
Posts: 24,215
Hi Bens
I posted a comment on Sunday in the North American Meal thread, but it might be easier to ask the question here. On Sunday, flying YOW-YYZ RT, catering in J consisted of a fruit plate with warm croissant and yogourt for breakfast and the cheese plate was back as the snack. I asked the SD on one of the flight who said that AC has just implemented this change so that they have enough time to cater to the needs of Y passengers. Also, less important as most of us have our own but no headsets were offered on either flights.
Is this change permanent? Is this route specific? (Rapidair) or does it apply to all short-haul (less than 1h59)
Thanks
I posted a comment on Sunday in the North American Meal thread, but it might be easier to ask the question here. On Sunday, flying YOW-YYZ RT, catering in J consisted of a fruit plate with warm croissant and yogourt for breakfast and the cheese plate was back as the snack. I asked the SD on one of the flight who said that AC has just implemented this change so that they have enough time to cater to the needs of Y passengers. Also, less important as most of us have our own but no headsets were offered on either flights.
Is this change permanent? Is this route specific? (Rapidair) or does it apply to all short-haul (less than 1h59)
Thanks
Oct 22, 2014, 3:38 am
#1056
Join Date: Sep 2006
Location: YOW
Programs: AC*SEMM, *G, Hilton Diamond, Marriott Gold
Posts: 898
Official AC Representative Q&A Thread
Andrew
Thanks for confirming the change in catering on Rapid air flights. Disappointing but under stable given the new FA/pax ratios. Given that this is not really filling, any thoughts on catering extra pastries - don't really have time to use the lounge on those 6am flights to fill up!!
Thanks for confirming the change in catering on Rapid air flights. Disappointing but under stable given the new FA/pax ratios. Given that this is not really filling, any thoughts on catering extra pastries - don't really have time to use the lounge on those 6am flights to fill up!!
Oct 22, 2014, 7:57 am
#1057
Join Date: May 2014
Posts: 319
To the Bens and Andrew,
This morning I needed to cancel a reservation for next week. It was for a fully refundable J-class ticket from the US to YUL that was made and paid for online about 2weeks ago. After sitting on the AC toll free number for 15 minutes I managed to find and use the out of Canada/US phone number to do the cancellation and recieved very quick and efficient service. At the end of the conversation I asked the agent to confirm that the refund would be credited back to my credit-card...it was only then, when I asked about the refund, that I was informed that I would have to either 1) send an email to Air Canada requesting the refund or 2) call the Canadian office of Air Canada to request the refund.....and we all know how long one can sit on the phone waiting for an agent! Now for the best part...since I now assume nothing when it comes to Air Canada I asked the agent for the email address to get my refund.....imagine my surprise when it wasn't a simple head-office email but a...wait for it...... [email protected] address! .mex???? Really!?
My problems with this whole episode are:
#1) the agent should have, at the very least, pro-actively asked me if I wanted the ticket price applied back to my credit-card or towards a future travel credit, not wait for me to ask for it.
#2) once I told the agent that I wanted the refund credited back to my card she should have been able to do so simply on her computer. I, the client, should not have to jump through additional hoops such as having to email or phone in the refund request...failing that, she should have been proactive in giving me the the email address instead of my having to ask, especially since the address is so not obvious.
The whole situation is sneaky and deceitful. I, fortunately, knew to ask the 2 key questions I did, to confirm the refund, only because I lost a refund last year because I just assumed that that it would be automatic upon cancellation of the flight. I particularily find having to send an email to a support.mex address very sneaky considering the ticket was booked through the main Air Canada site , from within Canada and paid for using a Canadian credit-card!
This morning I needed to cancel a reservation for next week. It was for a fully refundable J-class ticket from the US to YUL that was made and paid for online about 2weeks ago. After sitting on the AC toll free number for 15 minutes I managed to find and use the out of Canada/US phone number to do the cancellation and recieved very quick and efficient service. At the end of the conversation I asked the agent to confirm that the refund would be credited back to my credit-card...it was only then, when I asked about the refund, that I was informed that I would have to either 1) send an email to Air Canada requesting the refund or 2) call the Canadian office of Air Canada to request the refund.....and we all know how long one can sit on the phone waiting for an agent! Now for the best part...since I now assume nothing when it comes to Air Canada I asked the agent for the email address to get my refund.....imagine my surprise when it wasn't a simple head-office email but a...wait for it...... [email protected] address! .mex???? Really!?
My problems with this whole episode are:
#1) the agent should have, at the very least, pro-actively asked me if I wanted the ticket price applied back to my credit-card or towards a future travel credit, not wait for me to ask for it.
#2) once I told the agent that I wanted the refund credited back to my card she should have been able to do so simply on her computer. I, the client, should not have to jump through additional hoops such as having to email or phone in the refund request...failing that, she should have been proactive in giving me the the email address instead of my having to ask, especially since the address is so not obvious.
The whole situation is sneaky and deceitful. I, fortunately, knew to ask the 2 key questions I did, to confirm the refund, only because I lost a refund last year because I just assumed that that it would be automatic upon cancellation of the flight. I particularily find having to send an email to a support.mex address very sneaky considering the ticket was booked through the main Air Canada site , from within Canada and paid for using a Canadian credit-card!
Oct 22, 2014, 8:44 am
#1058
Suspended
Join Date: Jun 2009
Location: YYZ
Programs: AC E50K (*G) WS Gold | SPG/Fairmont Plat Hilton/Hyatt Diamond Marriott Silver | National Exec Elite
Posts: 19,284
Hey Ben,
What's the rule for serving alcohol? Is it similar/the same as smart serve in restaurants? Is there an intentional (seemingly) discrepancy between mainline/express when it comes to serving booze? I have had good success getting 4 g + t's at one shot on mainline but never can get served more than 2 at a time on express.
Not sure if you can chime in on this..
Thank you!
What's the rule for serving alcohol? Is it similar/the same as smart serve in restaurants? Is there an intentional (seemingly) discrepancy between mainline/express when it comes to serving booze? I have had good success getting 4 g + t's at one shot on mainline but never can get served more than 2 at a time on express.
Not sure if you can chime in on this..
Thank you!
Oct 22, 2014, 5:28 pm
#1061
Flying Blue Director
Join Date: Jul 2006
Location: CDG/AMS
Posts: 1,864
Hey Ben
1) Are you able to share why Iced Tea is not offered on board? Is it a cost reason and can AC take a look into offering my favorite non alcoholic beverage?
2) Are special meal requests the same in Y as in J. Aka if I order a NLML in Y on an intl' flight, is it the same entree that i'll get in J?
Thanks!
1) Are you able to share why Iced Tea is not offered on board? Is it a cost reason and can AC take a look into offering my favorite non alcoholic beverage?
2) Are special meal requests the same in Y as in J. Aka if I order a NLML in Y on an intl' flight, is it the same entree that i'll get in J?
Thanks!
2) No, they are different meals. The J ones are (should be) more elaborate and fitting for a J cabin.
Oct 22, 2014, 5:29 pm
#1062
Flying Blue Director
Join Date: Jul 2006
Location: CDG/AMS
Posts: 1,864
Ben and Ben
I've tried to resolve this via phone with the SE desk, but no luck.
I have a flight pass, with 1 available credit. I can't book on it though, as it gives a system error.
The 1 available credit is from a flight booking that I cancelled. Normally, the credit goes back in the wallet on cancellation. But I've learned that when the credit shows and you can't book, that someone needs to do some 'magic' to put it back; AC SE desk usually puts me through to the "web team." There seems to be two steps to get the credit back.
In this case, they can't seem to help, but since this was from an Aug/Sept booking they seem confused as to what to do.
I have the flight pass number, screen shots, etc. Can you help?
I've tried to resolve this via phone with the SE desk, but no luck.
I have a flight pass, with 1 available credit. I can't book on it though, as it gives a system error.
The 1 available credit is from a flight booking that I cancelled. Normally, the credit goes back in the wallet on cancellation. But I've learned that when the credit shows and you can't book, that someone needs to do some 'magic' to put it back; AC SE desk usually puts me through to the "web team." There seems to be two steps to get the credit back.
In this case, they can't seem to help, but since this was from an Aug/Sept booking they seem confused as to what to do.
I have the flight pass number, screen shots, etc. Can you help?
Oct 22, 2014, 5:33 pm
#1063
Flying Blue Director
Join Date: Jul 2006
Location: CDG/AMS
Posts: 1,864
Heard back - We have a protocol (and audit frequently) for gating of RapidAir flights on preferred gates. It is generally followed however there are times when gates are out of service due to construction, maintenance, etc., but I heard that 80-90% of the time (with a high degree of confidence) we are compliant. It is, unfortunately, impossible to gate these flights on our preferred gates 100% due to the aforementioned reasons, and the fact that at certain peak times of day the D pier is at 100% capacity....all that to say these flights shouldn't always be at D26/D28.
Oct 22, 2014, 5:55 pm
#1064
Join Date: Dec 2007
Location: Toronto - YYZ
Programs: Aeroplan/Hilton Gold/Marriott Bonvoy Titanium/Accor/Hyatt Gold Passport
Posts: 5,899
1) Not sure it's intentional, but I believe the contract is with Coke so get a selection of their beverages. I'm sure Andrew will take note of the requests for iced tea!
2) No, they are different meals. The J ones are (should be) more elaborate and fitting for a J cabin.
2) No, they are different meals. The J ones are (should be) more elaborate and fitting for a J cabin.
accordingly. We used to board Gin & Tonic units on flights to the UK, but over time, drinking habits have changed and they are no longer required. It's never a perfect science, but the current offering and ratios are pretty close to meet demand. Still...I'd love to see Arizona or Snapple
Oct 22, 2014, 6:46 pm
#1065
Company Representative - Air Canada
Join Date: May 1999
Location: Canada
Posts: 24,215
Andrew
Thanks for confirming the change in catering on Rapid air flights. Disappointing but under stable given the new FA/pax ratios. Given that this is not really filling, any thoughts on catering extra pastries - don't really have time to use the lounge on those 6am flights to fill up!!
Thanks for confirming the change in catering on Rapid air flights. Disappointing but under stable given the new FA/pax ratios. Given that this is not really filling, any thoughts on catering extra pastries - don't really have time to use the lounge on those 6am flights to fill up!!