AC Check-In agents unaware of how to process gift cards
Apr 25, 2015, 7:42 am
#1
Original Poster
Join Date: Sep 2014
Programs: AC SEMM
Posts: 1,379
AC Check-In agents unaware of how to process gift cards
I gave my son an AC gift card to pay for his checked luggage fees at YHZ yesterday.
The check in agent there had no idea how to process this and "had never seen it before". After a long time and a lot of hassle it was eventually processed by a method that was probably incorrect (involving setting the gift card up as a credit card with a fake expiry date) but which nevertheless worked.
Why don't these folks get proper training - at least in how to read the manual on such unusual circumstances (assumes the manual is complete and easily searchable!!)???
Incidentally there was no way to use this gift cert at OLCI either
The check in agent there had no idea how to process this and "had never seen it before". After a long time and a lot of hassle it was eventually processed by a method that was probably incorrect (involving setting the gift card up as a credit card with a fake expiry date) but which nevertheless worked.
Why don't these folks get proper training - at least in how to read the manual on such unusual circumstances (assumes the manual is complete and easily searchable!!)???
Incidentally there was no way to use this gift cert at OLCI either
Last edited by Geoflying; Apr 25, 2015 at 7:43 am Reason: Add comment about OLCI
Apr 25, 2015, 8:20 am
#4
Join Date: Jul 2013
Location: MLL / AC Cafe
Programs: It's hard to get status when the website won't let me book flights.
Posts: 5,706
These kinds of things happen all the time with front level staff (not an excuse, just a fact). And it's not just AC (not defending, just a fact). Happens to me at Tim Hortons at least 2x a month when I want to pay with my iphone passbook.
FYI: if you ever want to pay with your iPhone passbook and the tim hortons person doesn't know how. Just tell them to select the regular gift card like they would if it was physically there to swipe, and then just use the scanner instead. Yup - I found it easier to learn myself and tell them than to rely on them.
FYI: if you ever want to pay with your iPhone passbook and the tim hortons person doesn't know how. Just tell them to select the regular gift card like they would if it was physically there to swipe, and then just use the scanner instead. Yup - I found it easier to learn myself and tell them than to rely on them.
Apr 25, 2015, 8:57 am
#6
Join Date: Oct 2011
Location: YVR
Programs: AC S100K
Posts: 978
"Procedures we need to train check-in agents."
Top of my list is how to SDC a latitude flight pass.
Apr 25, 2015, 9:22 am
#7
Join Date: Jan 2011
Location: YYZ
Programs: Accor ALL Diamond, AC Aeroplan 25K, Nexus/GE
Posts: 2,728
These kinds of things happen all the time with front level staff (not an excuse, just a fact). And it's not just AC (not defending, just a fact). Happens to me at Tim Hortons at least 2x a month when I want to pay with my iphone passbook.
FYI: if you ever want to pay with your iPhone passbook and the tim hortons person doesn't know how. Just tell them to select the regular gift card like they would if it was physically there to swipe, and then just use the scanner instead. Yup - I found it easier to learn myself and tell them than to rely on them.
FYI: if you ever want to pay with your iPhone passbook and the tim hortons person doesn't know how. Just tell them to select the regular gift card like they would if it was physically there to swipe, and then just use the scanner instead. Yup - I found it easier to learn myself and tell them than to rely on them.
Poor training on the front lines seems to exist everywhere.
Apr 25, 2015, 10:57 am
#9
Join Date: Apr 2015
Location: Toronto, ON, Canada
Programs: AC Altitude 50K, BA Blue, SPG Platinum, Marriott Platinum, DVC, NEXUS
Posts: 52
Funny - I only considered the gift card usable for flights. I never thought of the option for baggage fees. 
Sounds like something I could consider giving people for Christmas! *GRIN*
Sounds like something I could consider giving people for Christmas! *GRIN*
Apr 25, 2015, 11:51 am
#10
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
Apr 25, 2015, 1:22 pm
#11
Join Date: May 2005
Programs: AC - SE, SPG - Platinum, HGP - Diamond
Posts: 369
AC Check-In agents unaware of how to process gift cards
At least twice per year in YYC I get a priority check in agent unsure how to remove baggage charges for a SE travelling on an AE ticket. Given this issue has been around for years, you would think agents would know how to do this.
Apr 25, 2015, 2:24 pm
#12
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
Apr 25, 2015, 3:58 pm
#13
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,302
These kinds of things happen all the time with front level staff (not an excuse, just a fact). And it's not just AC (not defending, just a fact). Happens to me at Tim Hortons at least 2x a month when I want to pay with my iphone passbook.
FYI: if you ever want to pay with your iPhone passbook and the tim hortons person doesn't know how. Just tell them to select the regular gift card like they would if it was physically there to swipe, and then just use the scanner instead. Yup - I found it easier to learn myself and tell them than to rely on them.
FYI: if you ever want to pay with your iPhone passbook and the tim hortons person doesn't know how. Just tell them to select the regular gift card like they would if it was physically there to swipe, and then just use the scanner instead. Yup - I found it easier to learn myself and tell them than to rely on them.
JF-AEROPLAN_NUMBER*AC
When I want to do something that's illegal to book through the FP system but legal for a SDC (i.e. extend a connection past 4 hours), I've just emailed the concierge right at midnight and asked for it. Then even if they don't know how to do it, they can ask around or look it up, and I don't have to wait on the phone. Although I guess you have to be SE for that.
Apr 25, 2015, 4:55 pm
#14
Join Date: Oct 2011
Location: YVR
Programs: AC S100K
Posts: 978
I've never had an issue with that. If I'm changing to a legal FP routing, I've just called reservations to process it as a regular change. They can do it in 30 seconds.
When I want to do something that's illegal to book through the FP system but legal for a SDC (i.e. extend a connection past 4 hours), I've just emailed the concierge right at midnight and asked for it. Then even if they don't know how to do it, they can ask around or look it up, and I don't have to wait on the phone. Although I guess you have to be SE for that.
When I want to do something that's illegal to book through the FP system but legal for a SDC (i.e. extend a connection past 4 hours), I've just emailed the concierge right at midnight and asked for it. Then even if they don't know how to do it, they can ask around or look it up, and I don't have to wait on the phone. Although I guess you have to be SE for that.
Apr 25, 2015, 7:02 pm
#15
Join Date: Oct 2010
Location: YOW
Programs: TK*S, SPG Gold
Posts: 714
I was going to say, nothing ever seems to be "easy". They're always eager to introduce these new streams of revenue (gift cards, charges for checked bags on more itineraries, etc.) without having a proper system in place. Want to use an AC gift card to pay for checked luggage fees? Too bad!
Want to use your gold status from another airline to avoid paying for a checked bag on an AE redemption? Too bad! You'll have to pay the fees and then contact AC following your trip for a refund.