Long wait time calling Aeroplan
Aug 11, 2016, 3:15 pm
#31
Join Date: Jun 2009
Location: YYZ, MNL, WAW
Programs: Marriott Titanium, Lifetime Plat, (now an AC nobody)
Posts: 1,978
I hope they are aware of this issue ... if it is the system that screws up, then the reps must be doing nothing ... or may be they just have 1 person answering the phone? even with just 1 person answering, the wait time should not be this long ...
Is there a way to contact the management of the company other than going public?
Is there a way to contact the management of the company other than going public?
Do you have status with AP/AC?
Aug 11, 2016, 3:17 pm
#32
Join Date: Jan 2012
Location: yow,yvr,yxx
Programs: aeroplan airmiles priorityclub choiceprivilege asiamiles spg bw
Posts: 317
Aug 11, 2016, 3:24 pm
#33
Join Date: Jun 2009
Location: YYZ, MNL, WAW
Programs: Marriott Titanium, Lifetime Plat, (now an AC nobody)
Posts: 1,978
That's the lowest AP status level. If you were SE, your calls would be picked up rather quickly. I'm assuming your calls would be picked up more quickly as a Diamond as well but I'll leave that to others to comment.
Aug 11, 2016, 4:42 pm
#35
Join Date: Aug 2011
Location: YUL
Programs: Skymiles Silver Medallion
Posts: 955
Part of the reason the wait times are so unreasonable for non-status pax is that those with status continually jump ahead of them in the queue. So let's say you call up and you were 10th in line. If, in that time, 10 people call up with status, they'll all go ahead of you, so at the end of 10 people down, you'll still be 10th in line.
I don't have a problem with one of the perks of status being priority call handling. But there ought to be a certain minimum standard for people without status, particularly since sometimes time is of the essence if you're travelling and stranded somewhere.
I don't have a problem with one of the perks of status being priority call handling. But there ought to be a certain minimum standard for people without status, particularly since sometimes time is of the essence if you're travelling and stranded somewhere.
Aug 11, 2016, 4:53 pm
#36
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: 44,323
Part of the reason the wait times are so unreasonable for non-status pax is that those with status continually jump ahead of them in the queue. So let's say you call up and you were 10th in line. If, in that time, 10 people call up with status, they'll all go ahead of you, so at the end of 10 people down, you'll still be 10th in line.
I don't have a problem with one of the perks of status being priority call handling. But there ought to be a certain minimum standard for people without status, particularly since sometimes time is of the essence if you're travelling and stranded somewhere.
I don't have a problem with one of the perks of status being priority call handling. But there ought to be a certain minimum standard for people without status, particularly since sometimes time is of the essence if you're travelling and stranded somewhere.
You enter your Aeroplan number, and it pops up all your information on the agent's screen.
Why not also look up your booked itineraries, and scheduled flights. If you have a flight within 24 hours, you could get the equivalent of dDiamond priority.
If you have a flight within 4 hours, you could get a special priority that's only for "immediate" travel, above even dDiamond.
That solves the "help I'm stranded" issue while still giving absolute priority to the dDiamond who wants to make a change for a flight six weeks out, over other people calling about similar issues.
Aug 11, 2016, 8:18 pm
#37
Join Date: May 2016
Posts: 2,494
I'm actually surprised they aren't smarter with this.
You enter your Aeroplan number, and it pops up all your information on the agent's screen.
Why not also look up your booked itineraries, and scheduled flights. If you have a flight within 24 hours, you could get the equivalent of dDiamond priority.
If you have a flight within 4 hours, you could get a special priority that's only for "immediate" travel, above even dDiamond.
That solves the "help I'm stranded" issue while still giving absolute priority to the dDiamond who wants to make a change for a flight six weeks out, over other people calling about similar issues.
You enter your Aeroplan number, and it pops up all your information on the agent's screen.
Why not also look up your booked itineraries, and scheduled flights. If you have a flight within 24 hours, you could get the equivalent of dDiamond priority.
If you have a flight within 4 hours, you could get a special priority that's only for "immediate" travel, above even dDiamond.
That solves the "help I'm stranded" issue while still giving absolute priority to the dDiamond who wants to make a change for a flight six weeks out, over other people calling about similar issues.
Aug 12, 2016, 11:23 am
#38
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: 44,323
I just got through within 10 seconds of entering my Aeroplan number and PIN.
I recognize I'm dDiamond, but no hold here.
I recognize I'm dDiamond, but no hold here.
Aug 12, 2016, 2:40 pm
#41
Join Date: Sep 2009
Location: YYZ
Programs: AC SE MM, Bonvoy Plat, Hilton G,Nexus, Amex MR Plat,IHG Plat
Posts: 4,422
I'm actually surprised they aren't smarter with this.
You enter your Aeroplan number, and it pops up all your information on the agent's screen.
Why not also look up your booked itineraries, and scheduled flights. If you have a flight within 24 hours, you could get the equivalent of dDiamond priority.
If you have a flight within 4 hours, you could get a special priority that's only for "immediate" travel, above even dDiamond.
That solves the "help I'm stranded" issue while still giving absolute priority to the dDiamond who wants to make a change for a flight six weeks out, over other people calling about similar issues.
You enter your Aeroplan number, and it pops up all your information on the agent's screen.
Why not also look up your booked itineraries, and scheduled flights. If you have a flight within 24 hours, you could get the equivalent of dDiamond priority.
If you have a flight within 4 hours, you could get a special priority that's only for "immediate" travel, above even dDiamond.
That solves the "help I'm stranded" issue while still giving absolute priority to the dDiamond who wants to make a change for a flight six weeks out, over other people calling about similar issues.
I still think there should be minimum service levels. 1hr wait time even with no status is unreasonable.
As a E50 I got thru in 10 mins and a email response was less than 24 hrs (less than 12hrs I believe).
Aug 12, 2016, 3:29 pm
#42
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: 44,323
I'm not even sure if SE gets priority any more.
Aeroplan Diamond does, but it's VERY unlikely to be AC SE and not AP Diamond, since the 100% bonus counts toward Distinction.
Aug 12, 2016, 3:53 pm
#43
Join Date: Sep 2009
Location: YYZ
Programs: AC SE MM, Bonvoy Plat, Hilton G,Nexus, Amex MR Plat,IHG Plat
Posts: 4,422
Sorry, should have clarified. I am E50 (E75 if they ever fix my missing credit) but am also ddiamond which is likely why I got priority.
Aug 12, 2016, 5:05 pm
#44
Join Date: Jan 2012
Location: yow,yvr,yxx
Programs: aeroplan airmiles priorityclub choiceprivilege asiamiles spg bw
Posts: 317
Well, I was on hold for more than 60+ minutes, and then I heard a lady's voice came on for a split second, then the phone dropped dead and the dial tone came back on ...
I immediately called back, and well ... was on hold again ... this time for over 90 minutes ...
Luckily, I was able to speak to a person ....
Today, I received an email with the title:
"We are sorry for not providing you with the level of service you deserve. "
Honestly, I am extremely dissappointed with aeroplan ... its time to look at alternative ...
They misinformed me about certain rule ... so I ended up waiting for over 2.5 hrs to speak to a live person only to be told there is a $90 charge for making a minor change ... Imagine having to wait so long and then having to paid for a change which I was told there would be no charge just a couple of weeks ago ... I asked the lady to listen to the tape ... but she refused ... and told me that it was my responsibility to read ALL the T&C ... before accepting it ... duh ...
Anyway, for those without status (obviously silver does not seem to count for anything ...) the wait time will get worse as more people are getting into the diamond status ... This status thing seems to be divide the the aeroplan members into different classes ... and i think the majority of the members are status-less ... and treated like .... ...
Aug 12, 2016, 5:08 pm
#45
Join Date: Jan 2011
Location: YYZ
Programs: Accor ALL Diamond, AC Aeroplan 25K, Nexus/GE
Posts: 2,732
Priority call wait times are about the only significant benefit of Aeroplan diamond status. Kind of sad when one has to achieve that in order to receive the basic service they should be able to offer to everyone. I can't imagine telling my clients that we're only going to answer the phone if you're one of our best clients.
The automatic hang-up after a recorded message when all lines are full is really annoying, but a couple of quick redials normally gets into the queue. I've never had to wait more than about 2 minutes for an agent once in the queue.
The automatic hang-up after a recorded message when all lines are full is really annoying, but a couple of quick redials normally gets into the queue. I've never had to wait more than about 2 minutes for an agent once in the queue.