Aeroplan booking warning
Feb 18, 2015, 2:35 am
#1
Original Poster
Join Date: Dec 2009
Location: YVR
Programs: 100K
Posts: 444
Aeroplan booking warning
Most of you probably already know this but make sure you check the status of your flight as well as your seat assignment with every single carrier that's on your Aeroplan ticket. Make sure you phone each carrier a couple month before as well as a week or so before the flight to confirm your itin.
I didn't do this on my last trip and was halfway through a connecting flight when I was informed mid travel that one my segments was cancelled- apparently two months ago. The carrier claimed they updated the eticket and contacted Aeroplan two months ago as well.
No email or notice from Aeroplan and the flight was unchanged on the Aeroplan site. When I phoned and inquired about this the Aeroplan agent said something like "Oh ya... looks like that segment was cancelled and moved two months ago."
I didn't do this on my last trip and was halfway through a connecting flight when I was informed mid travel that one my segments was cancelled- apparently two months ago. The carrier claimed they updated the eticket and contacted Aeroplan two months ago as well.
No email or notice from Aeroplan and the flight was unchanged on the Aeroplan site. When I phoned and inquired about this the Aeroplan agent said something like "Oh ya... looks like that segment was cancelled and moved two months ago."
Feb 18, 2015, 3:19 am
#2
Join Date: Apr 2011
Location: YEG
Posts: 3,717
Pretty standard especially with multi carrier itinerary's..
AE is definitely hit and miss with updates... sometimes a 5min change will trigger a schedule change.. other times when a flight is canceled or moved several days later... nothing.
I called AE about a schedule change on my ticket... they claimed they knew nothing about it. I called Egypt air who confirmed the change (flight went from 7x weekly to 5x weekly). They confirmed it was canceled and told me to contact AC. I called AE back who again denied anything (and the worst part there was space on a better flight that was opened) and they would not allow the change without a fee.
I told them to escalate it to the sched change department. Luckily for them the space remained and they snagged replacement flights to no cost to them selves and I won because I turned a 20h connection into a 38h connection.
But the lack of communication and arrogance at AE is appalling.
AE is definitely hit and miss with updates... sometimes a 5min change will trigger a schedule change.. other times when a flight is canceled or moved several days later... nothing.
I called AE about a schedule change on my ticket... they claimed they knew nothing about it. I called Egypt air who confirmed the change (flight went from 7x weekly to 5x weekly). They confirmed it was canceled and told me to contact AC. I called AE back who again denied anything (and the worst part there was space on a better flight that was opened) and they would not allow the change without a fee.
I told them to escalate it to the sched change department. Luckily for them the space remained and they snagged replacement flights to no cost to them selves and I won because I turned a 20h connection into a 38h connection.
But the lack of communication and arrogance at AE is appalling.
Feb 18, 2015, 6:12 am
#3
Suspended
Join Date: Dec 2010
Posts: 4,153
Pretty standard especially with multi carrier itinerary's..
AE is definitely hit and miss with updates... sometimes a 5min change will trigger a schedule change.. other times when a flight is canceled or moved several days later... nothing.
I called AE about a schedule change on my ticket... they claimed they knew nothing about it. I called Egypt air who confirmed the change (flight went from 7x weekly to 5x weekly). They confirmed it was canceled and told me to contact AC. I called AE back who again denied anything (and the worst part there was space on a better flight that was opened) and they would not allow the change without a fee.
I told them to escalate it to the sched change department. Luckily for them the space remained and they snagged replacement flights to no cost to them selves and I won because I turned a 20h connection into a 38h connection.
But the lack of communication and arrogance at AE is appalling.
AE is definitely hit and miss with updates... sometimes a 5min change will trigger a schedule change.. other times when a flight is canceled or moved several days later... nothing.
I called AE about a schedule change on my ticket... they claimed they knew nothing about it. I called Egypt air who confirmed the change (flight went from 7x weekly to 5x weekly). They confirmed it was canceled and told me to contact AC. I called AE back who again denied anything (and the worst part there was space on a better flight that was opened) and they would not allow the change without a fee.
I told them to escalate it to the sched change department. Luckily for them the space remained and they snagged replacement flights to no cost to them selves and I won because I turned a 20h connection into a 38h connection.
But the lack of communication and arrogance at AE is appalling.
Feb 18, 2015, 6:18 am
#4
Original Poster
Join Date: Dec 2009
Location: YVR
Programs: 100K
Posts: 444
Feb 18, 2015, 8:33 pm
#6
Join Date: Jun 2010
Location: GVA
Programs: CX-DM, BA-GGL, Marriott-TI, HHonors-DM
Posts: 269
We had a flight last year on SQ booked 6 months out. Flight schedule was changed months before departure but no notice from AE. We arrived at the airport early (due to young child) and was luck that the flight was still open. If we arrived 5 mins later, we would have missed the flight...
So the lesson is always double check your flights.
So the lesson is always double check your flights.
Feb 19, 2015, 4:50 am
#8
Original Poster
Join Date: Dec 2009
Location: YVR
Programs: 100K
Posts: 444
Feb 19, 2015, 6:06 am
#9
Join Date: May 2010
Posts: 29
Most of you probably already know this but make sure you check the status of your flight as well as your seat assignment with every single carrier that's on your Aeroplan ticket. Make sure you phone each carrier a couple month before as well as a week or so before the flight to confirm your itin.
I didn't do this on my last trip and was halfway through a connecting flight when I was informed mid travel that one my segments was cancelled- apparently two months ago. The carrier claimed they updated the eticket and contacted Aeroplan two months ago as well.
No email or notice from Aeroplan and the flight was unchanged on the Aeroplan site. When I phoned and inquired about this the Aeroplan agent said something like "Oh ya... looks like that segment was cancelled and moved two months ago."
I didn't do this on my last trip and was halfway through a connecting flight when I was informed mid travel that one my segments was cancelled- apparently two months ago. The carrier claimed they updated the eticket and contacted Aeroplan two months ago as well.
No email or notice from Aeroplan and the flight was unchanged on the Aeroplan site. When I phoned and inquired about this the Aeroplan agent said something like "Oh ya... looks like that segment was cancelled and moved two months ago."
Feb 19, 2015, 9:18 am
#10
Join Date: Dec 2011
Location: West
Posts: 3,357
Feb 19, 2015, 9:25 am
#11
Join Date: Oct 2008
Location: YYC
Posts: 4,035
If there is a change the reservation should update on AC.com and not be visible on AP.com (their online system don't know what to do with changes). If there is a change that hasn't been addressed, both the old and proposed replacement flights show up.
I can't guarantee that always works, but I've had AC, UA, US, LH, OZ, NH, TG and LX all change/cancel segments on me and every one has showed up when I check AC.com.
I can't guarantee that always works, but I've had AC, UA, US, LH, OZ, NH, TG and LX all change/cancel segments on me and every one has showed up when I check AC.com.
Feb 19, 2015, 9:25 am
#12
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Canada
Programs: UA*1K MM SK EBG LATAM BL
Posts: 23,308
Pretty standard with AE.
If the change is on AC metal - you ll get an update for even a 5 minute change - but on partner metal - you most likely never will get any notification.
On aircanada.com, you can see changes... if you have duplicates or all of a sudden a "1" in the stops column - something has changed and the ticket needs cleaning up - which most of the time you have to initiate
If the change is on AC metal - you ll get an update for even a 5 minute change - but on partner metal - you most likely never will get any notification.
On aircanada.com, you can see changes... if you have duplicates or all of a sudden a "1" in the stops column - something has changed and the ticket needs cleaning up - which most of the time you have to initiate
Feb 19, 2015, 9:29 am
#13
Original Poster
Join Date: Dec 2009
Location: YVR
Programs: 100K
Posts: 444
So the warning is don't trust Aeroplan, verify your hotel, flight or whatever directly with the carrier.
Feb 19, 2015, 9:41 am
#14
Join Date: Nov 2001
Location: Ontario, Canada
Programs: AC*SE MM, Hilton Gold, Marriott Gold, IHG Plat Amb
Posts: 3,439
The whole point is I did check my itin with Aeroplan - the ticketing agent. They didn't update the itin correctly. If they were a normal travel agency they'd be out of business with this level of service.
So the warning is don't trust Aeroplan, verify your hotel, flight or whatever directly with the carrier.
So the warning is don't trust Aeroplan, verify your hotel, flight or whatever directly with the carrier.
