Long wait time calling Aeroplan
Aug 12, 2016, 5:28 pm
#46
Join Date: Jan 2012
Location: yow,yvr,yxx
Programs: aeroplan airmiles priorityclub choiceprivilege asiamiles spg bw
Posts: 317
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.
Would it not put your back to the end of the queue?
Aug 12, 2016, 5:35 pm
#47
Join Date: Jan 2011
Location: YYZ
Programs: Accor ALL Diamond, AC Aeroplan 25K, Nexus/GE
Posts: 2,729
I mean that when the lines are full and you get the recorded message to call back again. You don't get into the queue no matter what your status is. It just takes a couple of re-dials before the lines aren't full (the queue may be nearly full, but there is at least an open line), and then I get the chance to enter my AE number and wait on hold. Once in the holding pattern, the diamond status give you a priority sequence, and I normally get connected within a minute or so.
Aug 12, 2016, 7:05 pm
#48
Join Date: Aug 2011
Location: YUL
Programs: Skymiles Silver Medallion
Posts: 955
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 16, 2016, 5:52 pm
#49
Join Date: May 2005
Posts: 103
Bad weather--Tim Hortons closed?
Am I missing something in Canada at the moment that is causing me to be on hold for the Aeroplan center for errr...lets see now 1 hour and 25 minutes? Is this normal? If there is a "weather event" ok...but my quick check shows none. Normal service---I shudder.
Aug 16, 2016, 6:08 pm
#50
Join Date: Mar 2014
Location: Canada
Programs: AC SE100k, Marriott Titanium Elite, Accor Platinum, National Executive Elite
Posts: 349
Sounds about normal to me. Best way around it is to not use aeropesos or get status which may place you at the front of the call queue.
Aug 16, 2016, 6:19 pm
#51
Join Date: Oct 2013
Location: YOW
Programs: AC SE, FOTSG Platinum
Posts: 5,725
they are experiencing a higher than average volume of calls.
Aug 16, 2016, 6:28 pm
#54
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,797
Aug 16, 2016, 6:28 pm
#55
Join Date: Aug 2011
Location: YUL
Programs: Skymiles Silver Medallion
Posts: 955
Aug 16, 2016, 7:25 pm
#56
Join Date: Jan 2016
Location: YYZ
Programs: FOTSG Tangerine Ex E35k (AC)
Posts: 5,612
It's like the TTC, you may (will) experience longer than normal travel times ... well if it's always longer than normal, presumably the service is continually getting worse.
I don't get the Tim Hortons reference, where in Canada are you?
Aug 16, 2016, 7:29 pm
#58
Join Date: Jan 2016
Location: YYZ
Programs: FOTSG Tangerine Ex E35k (AC)
Posts: 5,612
Aug 16, 2016, 7:39 pm
#59
Join Date: Aug 2011
Location: YUL
Programs: Skymiles Silver Medallion
Posts: 955
A website with operating hours, on the other hand, is one of those things that makes absolutely no sense. And yet, it seems like there's an epidemic of them, especially here in Quebec. Government and major corporate websites that have operating hours and "close" at night and weekends makes me believe that someone really doesn't understand how the internet works.
Aug 16, 2016, 8:49 pm
#60
Join Date: Jan 2016
Location: YYZ
Programs: FOTSG Tangerine Ex E35k (AC)
Posts: 5,612
Call centre closing hours I can (almost) understand -- admittedly they're frustrating when you're in transit in different time zones and stranded somewhere, but at least there's a logic behind having operating hours at call centres are staffed by humans.
A website with operating hours, on the other hand, is one of those things that makes absolutely no sense. And yet, it seems like there's an epidemic of them, especially here in Quebec. Government and major corporate websites that have operating hours and "close" at night and weekends makes me believe that someone really doesn't understand how the internet works.
A website with operating hours, on the other hand, is one of those things that makes absolutely no sense. And yet, it seems like there's an epidemic of them, especially here in Quebec. Government and major corporate websites that have operating hours and "close" at night and weekends makes me believe that someone really doesn't understand how the internet works.
For me, on the East, isn't not a major issue. But I'm in their timezone when at home. Canada has about 6 timezones, NL is 1.5h ahead of me and BC 3h behind. So it closes at 9pm in BC... and opens 8:30 in NL. This is not good service.