My wife and son have J class one way reward tickets to Toronto from Nagoya at Christmas but Air Canada have pulled out of Nagoya effective October.
They also have two roundtrip economy class tickets from Toronto-YVR-Nagoya in Jan with an open return. These are wholesale tickets (IT).
Air Canada has told me that they are rebooked on the Narita flights but they will not fly them from Nagoya to Narita to make the connection. I am not happy because I thought I had a contract of carriage from them to get my family from Nagoya to Toronto. Can they do this? They have offered me a full refund but nothing else.
Is this normal procedure to not put passengers on an alternative carrier? ANA have a shuttle service between NGO and NRT - why can't they be put on that?
davistev it is amazing AC won't make the necessary arrangements to get you to NRT. This is incorrect. It actually upsets me when I hear this because is this what a "World class" airline would do? They know this happens but they don't tell their employees what they pax is entitled to?
Advise the agent to read CIC*77. I'm looking at a copy as we speak. I may be in MAA but it always is close to me!
CIC*77:
-Following Guidelines apply to both revenue & Aeroplan bookings, (my bold) including consolidators bookings.
- These have been established to address protection of customers affected by schedule changes initiated more than 48 hours prior to departure. Departure within 48 hours refer to CIC*99/2
- Customers perception of schedule changes is that airlines unilaterlly make changes, with no consideration to how distruptive they can be to customer. Many times this can have a negative effect on the airline's image. Although from an airlines' perspective schedule changes are standard industry practices, we should not add to the negative perception by appear to be inflexible
yada yada yada
- always book the original class of service. If original class of service is not available, use following guidelines: For H class and lower book up to B class. For B,T, and M class book up to Y class. For J cabin, book up to J class
- Aeroplan bookings: Always protect in W/D Class. If Aeroplan space is not available, book revenue up to B class and quene to yield for conversion. Yield has agreed to change KK status to HK and reappend any special servcies. PNR will not be quened back to Aeroplan. Add a ticketing timeline of 5 business days. If time does not permit, call yield for conversion.
- If customer has accepted the protection and then wishes to make a change once the paper/etkt has been reissued, at this point s/he is subject to the change fee.
- readh CIC*77/81 for complete details on how to protect due to Skch and how to queue files to yeild mgt
yada yada yada.
- as per general manager call centers, expenses incurred due to schedule change protection, (i.e. protection on OAL [my comment: Other airlines], overnight, hote etc), must be charged to the department id/account number of call center handling the customer
- tkted customers** AC is repsonsible for protecting ticketed customers only.
yada yada yada...
- if suitable protection is still no found, agent may offer the followiing, depending on the circumstance of travel and type of ticket:
- Protection on OAL: 1. Star Alliance and 2. OAL with which we have signed protection agreement (refer to specific agreement page in CIC*77) (my bolding) Note: Aeroplan bookings are limited to carriers, with which AC has frequent flier redemption agreements.
- overnight hotel
-refund
yada yada yada....and then it ends.
You basically can choose any airline if what AC gives you does not work out. As far as your aeroplan reward, it has to be a star carrier but the carrier does not have to have inventory available in a reward class. So you can take ANA.
I also had this happen to me on an Aeroplan booking. Ended flying on AA on my own because I did not find this until after my trip.
I could scan and e-mail this to you? It's 18h45 and I'm rushing out but I'll do it tomorrow.
I have the full contract of carriage rules as well...can go through there later tonight but CIC*77 encompasses it.
Thank You Sing Along. Great info. I feel "protected". Air Canada also said that for my revenue "consolidator" tickets that I would have to call the travel agency to make other arrangements. Is this true?
davistev, I'm still here...phone call from YYZ kept me from going!
CIC*77 says its AC's responsibility. AC is probably scared that they would have to pay a carrier to get you to NRT and on a consolidator's they won't make very much.
To go into some more details:
Ticket Customers **
AC is responsible for protecting ticketed customers only. Definition of ticketed customer:
-tkt issued prior to Skch
-revenue booking with credit card payment on file, prior to skch, however ticket not yet issued by ftd
-Aeroplan booking processed for OSS, prior to Skch, however ticket not yet issued by FTD.
You have ticket in hand. He can't say anything. Besides..how can an airline toss it back to the consolidator?! AC made the change.
Now...I really have to go!..need to meet up with someone as I leave for SIN on Friday and then BKK on Tuesday.
Glad I could help...but it should be me saying "Thanks a 'Million, five'" !!
Cheers!
[This message has been edited by sing-along (edited 09-18-2002).]
I am not suprised to see AC trying to shrug off it's responsibility by suggesting you call your travel agent. I deal with this kind of conduct on a daily basis. A client who was flying on the AC YYZ-ZRH nonstop which was discontinued was offered only YYZ-MUC and I had to prod them into including the LH connectors to/from ZRH.
Do not believe AC when it tries to pass the buck. It's been a source of much irritation that AC expects us agents to do their jobs for them while paying us zero.
__________________
2009 Q miles: UA 28166 NW 6818 WS 1008 YouTube Jukebox: ArcadiaGoodbye Is Forever
*** AIR CANADA ***
CHAP 77-SKCH PAGE 39-XXLN YVR-NGO
-------------------------------------------------------------
UPDATE: TUESDAY SEPTEMBER 17, 2002
**REMINDER**
ALL TICKETS CAN BE REISSUED WITHOUT PENALTY WHEN DUE TO
SKED CHANGE AND IROP. THIS INCLUDES NETT FARES, NO FARES,
BULK TICKETS AND PUBLISHED FARE TICKETS.
UPDATE: FRIDAY AUGUST 23RD, 2002)
YVR-NGO-YVR HAS BEEN CANCELED FROM OCT 2002 TO FEB 2003
SUGGESTED PRO IS AS FOLLOWS:
POLICY**
- VALID FOR TRAVEL BETWEEN 26OCT-28FEB
- PROTECT CUSTOMERS VIA YVR TO/FROM NRT ON AC
- TRAVEL BETWEEN NRT - NGO - NRT SHOULD BE ON AC CODESHARE
FLIGHT WITH NH (BOOK NH)
- ALTHOUGH THIS FLIGHT IS ALWAYS CLOSED FOR SALE NH HAS
ADVISED THEY WILL WORK WITH US TO CONFIRM FROM WAITLIST)
- WAITLIST USING DIRECT SEGMENT BOOKING
NH3205 (NRTNGO) MUST BE BOOKED WITH ĪLLĪ STATUS AND SEND
QUEUE TO QEP/TYO/01 FOR ADDING THOSE PNRS TO THE SPREAD
SHEET. RETURN FLIGHTS CAN BE BOOKED THRU AVAILABILITY.
*******************************************
AND HERE IS THE SUBJECT OF DISCUSSION. PRINT IT OFF, BOYS AND GIRLS - IT TOOK A BIT OF TIME TO COPY AND PASTE THIS THING!
*** AIR CANADA ***
CHAP 77-SKCH PAGE 81-SKCH-STEP BY STEP
------------------------------------------------------------
OVERVIEW**
*READ CIC*77/1, STANDARD SKCH GUIDELINES, BEFORE CONTINUING* {This file is not available for viewing by travel agents -thefareguru}
THE FOLLOWING STEP BY STEP PROCESS ON HOW TO ACTION SCHEDULE
CHANGE QUEUES APPLIES TO BOTH REVENUE AND AEROPLAN BOOKINGS
THAT HAVE TICKET NUMBERS.
FOR BOOKINGS THAT HAVE BEEN PROCESSED WITH A CREDIT CARD OR
OSS, BUT ARE PENDING TICKETING, AND ARE AFFECTED BY A SKCH,SEE: ** QUEUING FILES TO YIELD ** PARAGRAPH
THIS PROCESS ADDRESSES THE PROTECTION OF PASSENGERS AFFECTED
BY SCHEDULE CHANGES INITIATED MORE THAN 48 HOURS PRIOR TO
DEPARTURE. FOR DEPARTURES WITHIN 48 HOURS REFER TO CIC*99/2.
WHEN TO CONTACT CUSTOMERS**
-NEW FLIGHT OPERATES AT A DIFFERENT TIME
-NEW FLIGHT OPERATES AT THE SAME TIME BUT IS OPERATED
BY A DIFFERENT CARRIER. CUSTOMER MUST BE ADVISED TO CHECK-IN
WITH THE OPERATING CARRIER.
*** IF NEW FLIGHT IS OPERATED AT THE SAME TIME AND BY
SAME CARRIER, THE CUSTOMER DOES NOT NEED TO BE
CONTACTED.
-ORIGINAL FLIGHT(S) DIRECT, PROTECTION NOW INVOLVES STOP OR
CONNECTION
-CHANGES CAUSE MISSED CONNECTIONS
-TIME CHANGE MORE THAN 5 MINUTES EARLIER THAN ORIGINAL
DEPARTURE.
-TIME CHANGE MORE THAN/EQUAL TO 35 MINUTES LATER THAN
ORIGINAL DEPARTURE.
-ORIGINAL CLASS OF SERVICE CHANGED DUE TO EQUIPMENT CHANGE.)
*** NOTE: FOR CUSTOMERS THAT DO NOT FALL INTO ANY OF THESE
CATEGORIES, MAKE NECESSARY CHANGES AND ADD
REMARKS: *PSGR NOT ADVD OF MINOR SKCH*
REFUNDS**
REFUND POLICY DUE TO SCHEDULE CHANGE:
-IF A PROTECTION CANNOT BE OFFERED WITHIN 2 HOURS OF
CUSTOMER,S ORIGINAL DEPARTURE OR IF NEW ARRIVAL TIME IS
NOT WITHIN 2 HOURS OF ORIGINAL ARRIVAL, CANCELLATION WITH
REIMBURSMENT WILL BE PERMITTED WITHOUT PENALTY. AS PER) THE ORIGINAL FORM OF PAYMENT ONLY, THIS INCLUDES AEROPLAN
REWARDS.
THE FOLLOWING ARE EXAMPLES ELIGIBLE FOR REFUND:
ORIGINAL DEP 1800 ARR 2100
NEW DEP 2030 ARR 2330
OR
ORIGINAL DEP 1800 ARR 2100
NEW DEP 1800 ARR 2330)
THE 2 HOURS IS A GUIDELINE, IF THE SUGGESTED PRO IS NOT
SUITABLE TO THE PAX, HE/SHE IS ENTITLED TO A FULL/PARTIAL
REFUND WHETHER THE SCHED CHANGE IS MINOR OR MAJOR
-IF CUSTOMER WANTS A FULL REFUND, ADD A PROTECTED REMARK:
*I.E. MR SMITH NOT SATISFIED WITH SKCH, REQUESTS FULL
REFUND* CANCEL ITIN AND BOOK AN OPEN SEGMENT IN QQ STATUS.
-REFUNDABLE TICKETS:
-CAN ONLY REFUND AC 014 STOCK)
-IMMEDIATE REFUNDS CAN ONLY BE MADE IF A FARE APPEARS ON
TICKET (NET FARE AND SUCH, MUST BE DEFFERED)
-FORM OF PAYMENT CHEQUE CAN ONLY BE REFUNDED 2 WEEKS AFTER
ISSUE AND VERIFICATION WITH SELLING OFFICE.
-PROCEDURE:
-TOTALLY UNUSED TICKETS: REFUND THE WHOLE AMOUNT
-PARTIALLY USED TICKETS: REFUND THE COUPON VALUE
-ENROUTE STOPPAGE: REFUND LOWEST O/W FARE POSSIBLE
EG: ORD X/YYZ YOW FLT CNCLD YYZYOW
REFUND COUPON YYZYOW USING THE MOW)
FARE (LOWEST BETWEEN THESE 2
POINTS)
THE OTHER ALTERNATIVE IS TO RETURN
CUSTOMER TO ORD VIA AC OR OAL AND
THEN REFUND WHOLE TRIP.
OVERNIGHT HOTEL**
-PAYMENT OF OVERNIGHT HOTEL ACCOMODATIONS ARE SUBJECT TO
MARKETING GUIDELINES AND ARE ONLY OFFERED IF IT IS
IMPOSSIBLE TO PROTECT CUSTOMERS THROUGH TO THEIR FINAL
DESTINATION ON THE SAME DAY. IF NO SPECIFIC GUIDELINES ARE AVAILABLE, REFER TO LOCAL OPERATIONAL SERVICES DEPARTMENT,
LEADS OR CSM FOR AUTHORIZATION OF HOTEL ACCOMODATION.
SEE CIC*77/13
REVENUE AND AEROPLAN ONLINE**
-FOR REVENUE AND AE ONLINE (FOR AE OAL SEE BELOW)
STEP 1 - SIGN INTO 2 WORK AREAS
STEP 2 - SIGN INTO SKCH QUEUES: 04, 05, 06, OR 07
(ACTION FILES IN QUEUE 04 FIRST. WHEN QUEUE 04 IS
EMPTY MOVE TO QUEUE 05, THEN 06 AND FINALLY 07)
STEP 3 - READ THE PNR. IDENTIFY:
ADVICE CODES ON AFFECTED SEGMENTS (WK/SC)
SPECIAL SERVICES AND SEAT REQUESTS ON AFFECTED SEGS
DOWNLINE MISCONNECTIONS
SIGNATURE LINE (AC OR OTHER CRS PNR)
*** NOTE: IF A FONE FIELD IS ADDED TO A CRS PNR AND A SKCH
OCCURS, THE PNR WILL FALL INTO AN AC QUEUE AND THE TRAVEL
AGENCY WILL NOT BE AWARE OF THE SKCH:
* CALL THE TRAVEL AGENCY TO ADV OF SKCH
* AGENCY MUST BE ENCOURGED TO PROCESS THE SKCH IN
THERE CRS.
* IF THE AC AGENT PROCESSES THE SKCH, THE TRAVEL
AGENCY WILL NOT SEE THE PROTECTION.
STEP 4 - ACTION THE SCHEDULE CHANGE
* REMOVE THE SEGMENT SHOWING WK
QUEUE KEYPAD
CELL 3: CHANGE SEGMENT
CHOICE 7: STATUS CHOICE 9: XK - REMOVE SEGMENT FROM PNR
* REDISPLAY THE PNR
* CHANGE STATUS OF SC SEGMENT TO HK
QUEUE KEYPAD
CELL 3: CHANGE SEGMENT
CHOICE 7: STATUS
CHOICE 1: HK - HOLDS CONFIRMED
*** NOTE: RESIII WILL NORMALLY AUTO-PROTECT PASSENGERS ONTO
ANOTHER AC FLIGHT USING AN SC SEGMENT. THE AUTO-
PROTECTION DOES NOT NECESSARILY CONSIDER THE CUSTOMERS ITINERARY (CONNECTIONS AND ORIGINAL
FLIGHT TIMES) AND THEREFORE IS NOT ALWAYS THE MOST
SUITABLE PROTECTION.
STEP 5 - IF YOU NEED TO CHANGE THE PROTECTION OFFERED BY
RESIII, BOOK AN ALTERNATE FLIGHT IN THE SAME CLASS
OF SERVICE OR:
-FOR H CLASS AND LOWER, BOOK UP TO B CLASS
-FOR B, T AND M CLASS, BOOK UP TO Y CLASS
-FOR J CABIN, BOOK UP TO J CLASS
AEROPLAN BOOKINGS SHOULD ALWAYS BE PROTECTED IN
W OR D CLASS. IF AEROPLAN SPACE IS NOT AVAILABLE,
BOOK REVENUE SPACE: (SEE QUEUING FILES TO YIELD**)
-FOR W CLASS: BOOK LOWEST AVAIL UP TO B CLS
-FOR D CLASS: BOOK C, UP TO J.
-DO NOT BOOK DURING A BLACKOUT PERIOD UNLESS ALL
OPTIONS HAVE BEEN EXHAUSTED.
CODESHARES ARE NOT ELIGIBLE FOR AEROPLAN PROTECTION
ONLY IN EXTREME CIRCUMSTANCES (I.E. ROUTE) ABANDONMENT) WILL THE CUSTOMER NOT BE AUTOMATICALLY
PROTECTED. IN THESE CASES, REFER TO MARKETING
GUIDELINES FOR OAL PROTECTION. IF NO GUIDELINES
ARE AVAILABLE, CONTACT OPERATIONAL SERVICES, YOUR
CSM OR LEAD.
PREFERENCE SHOULD BE TO REBOOK CUSTOMERS ON AC/AC
REGIONALS AND STAR ALLIANCE CARRIERS AND TO AVOID
OVERNIGHT HOTEL EXPENSES.
STEP 6 - ACTION CONNECTING FLIGHTS
* IF THE RESULTING CONNECTION TIME IS TOO LONG,
REBOOK THE CUSTOMER ON A LATER FLIGHT THAT OFFERS
A BETTER CONNECTION.
* IF THE RESULTING CONNECTION TIME IS ILLEGAL,
REBOOK THE CUSTOMER ON A LEGAL CONNECTION.
* FORCING A MISCONNECTION IS STRICTLY PROHIBITED.
STEP 7 - VAT SKCH *MANDATORY*
INCLUDE THE AFFECTED FLT/DATE/CITY PAIRS
STEP 8 - CALL CUSTOMER:
-ADVISE CUSTOMER OF SCHEDULE CHANGE.
OR
-LEAVE MESSAGE ON VOICE MAIL.
(** CUSTOMER IS NOW CONSIDERED CONTACTED **)
OR
-IF UNABLE TO CONTACT CUSTOMER OR UNABLE TO LEAVE A
MESSAGE:
* VERIFY: AREA CODE IS CORRECT FOR THAT AREA
PHONE NUMBER WITH OPERATOR (XXX-555-1212)
* ADD DETAILED REMARKS ADVISING THE NEXT AGENT:
-WHAT FLIGHTS WERE ORIGINALLY BOOKED
-WHAT FLIGHTS HAVE BEEN ARRANGED FOR PROTECTION
-INCLUDE *UNCTC PAX NO V/M TO ADV SKCH*
* ENSURE THAT PROTECTION IS AT SAME TIME OR LATER
THAN ORIGINALLY SCHEDULED
* QUEUE TO: Q68 (CALL BACK DURING DAY)
Q69 (CALL BACK DURING NIGHT)
OF THE APPROPRIATE CALL CENTRE, AS FOLLOWS:
YVR - WEST OF/INCLUDING MANITOBA AND NORTHWEST
ONTARIO (807 AREA CODE)
YTO - ONTARIO AND YYT (EXCEPT YOW)
YMQ - QUEBEC, YOW AND THE MARITIMES (EXCEPT YYT)
TPA - USA (QUEUE TO Q00 NOT Q68/69)
*AEROPLAN QUEUE TO:
YVR Q51 (CALL BACK DURING DAY)
YVR Q52 (CALL BACK DURING NIGHT)
YUL Q53 (CALL BACK DURING DAY)
YUL Q54 (CALL BACK DURING NIGHT)
*THE LENGTH OF TIME THAT THE PNR IS LEFT IN
Q68/69 OR AEROPLAN Q51/52 Q53/54 OR THE NUMBER OF
TIMES THAT WE ATTEMPT TO CONTACT THE CUSTOMER IS
AT THE DISCRETION OF THE OPERATIONAL SERVICES
AGENT.
* IF THE OPERATIONAL SERVICES AGENT CATEGORIZES THE
CUSTOMER AS UNREACHABLE:
-REMOVE THE PNR FROM QUEUE
-ALERT CKIN AGENT WITH CKIN APFAX
SPECIAL SERVICES KEYPAD
CELL 14 - AIRPORT SERVICES
CHOICE 5 - INFORMATION TO AIRPORT
ENTER - UTR PAX TO ADV SKCH PRO ON YY123/DATE
STEP 9 - ADD REMARKS
QUEUE KEYPAD
CELL 7: RETAINED/PROTECTED/ITIN/IMPORTANT RMKS
*** THIS STEP IS MANDATORY ***
SEE STANDARD REMARKS PARAGRAPH BELOW
STEP 10 - REINSTATE SPECIAL SERVICES AND SEAT REQUESTS ON THE
AFFECTED SEGMENTS. IF PNR CONTAINS MEDA SSR WITH
OXYGEN, STRETCHER OR INCUBATOR REQUEST, CONTACT
MEDA DESK IN CASE NEW REQUEST IS REQUIRED.
STEP 11 - TAKE APPROPRIATE ACTION ON E-TICKET WHEN APPLICABLE
I.E. REVALIDATE, EXCHANGE OR NO ACTION
STEP 12 - END THE PNR
RECEIVED FROM: NAME OF PERSON WHO WAS ADVISED
AEROPLAN PNRS WITH OAL SEGMENTS**
* NOTE: CODESHARES ARE NOT ELIGIBLE FOR AEROPLAN PROTECTION
-IF SKCH OCCURS ON THE AC SEGMENT, PROCEED AS ABOVE.
IF CUSTOMER NOW MISCONNECTS TO OAL REDEMPTION FLIGHT:
-REBOOK A SUITABLE AC FLIGHT. IF W/D NOT AVAILABLE BOOK
REVENUE SPACE.
OR
-IF NO SUITABLE AC FLIGHT EXISTS, REQUEST AN ALTERNATE
OAL FLIGHT * IN REDEMPTION CLASS ONLY *
(SEE CIC*101/YY/BOOKING)
OR
-IF NO SUITABLE AC OR OAL FLIGHT EXISTS, YOU MAY PRO THE
CUSTOMER FROM ORIGIN STRAIGHT THROUGH TO DESTINATION,
ALL ON AC. IF W/D NOT AVAILABLE BOOK REVENUE SPACE.
* THIS OPTION IS ONLY AVAILABLE IF SKCH IS BY AC *
-IF SKCH OCCURS ON THE OAL SEGMENT:
-OAL WILL PROVIDE PRO IN MOST CASES WITH:
UN - NOT OPERATING
KK - PASSENGER NOW CONFIRMED
-IF OAL DOES NOT PROVIDE PRO, CALL OAL DIRECTLY TO VERIFY
IF CUSTOMER IS PROTECTED IN THEIR SYSTEM. IF CUSTOMER
IS PROTECTED ENTER INFO SEGMENT. IF CUSTOMER IS NOT
PROTECTED, ARRANGE PRO WITH OAL AGENT.
-IF OAL PRO RESULTS IN A MISCONNECTION:
-IF MISCONNECTION IS TO/FROM AC FLIGHT, REBOOK SUITABLE
AC FLIGHT. IF W/D NOT AVAILABLE BOOK REVENUE SPACE.
OR
-IF NO SUITABLE AC FLIGHT EXISTS OR IF PNR IS ALL OAL,
REQUEST AN ALTERNATE OAL FLIGHT * IN REDEMPTION CLASS
ONLY * (SEE CIC*101/YY/BOOKING)
OR
-IF NO SUITABLE AC OR OAL FLIGHT EXISTS, REBOOK THE
CUSTOMER ON A NEW ITINERARY THROUGH A DIFFERENT OAL
HUB/GATEWAY. * REDEMPTION CLASS ONLY FOR OAL SEGMENTS *
(SEE CIC*101/YY/HUBS)
STANDARD REMARKS**
EXAMPLES OF STANDARD REMARKS:
MR SMITH ADV ASC AC123/10NOV NOW OP 0930/1132 AND AC110/22NOV
NOW OP 1655/2224
UTR MS CUNNINGHAM ASC AC120/12DEC NOW OP 1230/1757..IN Q06
MRS SINCLAIR ADV ASC AC119/29NOV YYZYYC NOOP PRO AC193/29NOV
YYZYWG 0830/1006 CNX AC197/29NOV YWGYYC 1040/1150/INVOL RRTE
MR BRADSHAW NOT ADV ASC AC105/05NOV FLT DEP ONLY 20 MINS
LATER
LMTC WITH SECRETARY ASC AC910/12DEC NOOP PRO AC918/12DEC
UTR NO ANSWER ASC AC189/30NOV NOOP SUGG PRO AC193/30NOV
QUEUING FILES TO YIELD**
-REVENUE FILES THAT HAVE ALREADY BEEN TICKETED MUST NOT BE
QUEUED TO THE ROUTE CONTROLLERS. THESE FILES SIMPLY REQUIRE A * VAT SKCH * AND DOCUMENTED REMARKS.
-AEROPLAN PNRS MUST BE QUEUED TO YIELD FOR CONVERSION
REGARDLESS IF TICKET IS ISSUED OR NOT. YIELD HAS AGREED TO
CHANGE KK STATUS TO HK AND REAPPEND ANY SPECIAL SERVICES.
BEFORE QUEUING AEROPLAN PNRS TO YIELD:
-IF E-TICKET NEEDS TO BE REVALIDATED, ADD A TIME LIMIT OF 3
BUSINESS DAYS FOR QUEUE 00 WITH MESSAGE ĪPLS REVAL TKTĪ.
ONCE PNR IS IN Q00 THE E-TICKET WILL BE REVALIDATED.
-IF E-TICKET NEEDS TO BE EXCHANGED, PROCESS THE EXCHANGE AND ADD THE APPROPRIATE TICKETING TIME LIMIT OF 3 BUSINESS DAYS
-IF TRAVEL IS WITHIN 2 BUSINESS DAYS, CALL YIELD FOR
CONVERSION.
EXCEPTION:
CUSTOMERS WHO HAVE COMMITTED THEMSELVES TO HAVING THEIR
TICKET ISSUED WITH A CREDIT CARD ARE CONSIDERED TICKETED,
EVEN IF FTD HAS NOT FTD HAS NOT YET ISSUED TICKET. THESE
CUSTOMERS ARE THEREFORE ENTITLED TO ALTERNATE PROTECTION ON
AC WHEN THEIR ITINERARY HAS BEEN AFFECTED BY A SKCH.
IF THE ALTERNATE PROTECTION IS NOT AVAILABLE IN THE ORIGINAL
CLASS OF SERVICE, THE PNR MUST BE QUEUED TO YIELD MANAGEMENT
FOR CONVERSION TO THE ORIGINAL BOOKING CLASS. THIS WILL
ENABLE FTD TO ISSUE THE TICKET IN THE CORRECT CLASS OF
SERVICE AND AT THE CORRECT FARE.
STEPS TO FOLLOW:
STEP 1 - BOOK THE SEGMENT(S) IN THE LOWEST AVAILABLE CLASS OF SERVICE
STEP 2 - ADD REMARKS
E.G. ATTN R/C PLS CONVERT AC123 20MAY
YUL/YYZ TO L CLASS DUE TO SKCH.
STEP 3 - VAT SKCH MANDATORY
INCLUDE AFFECTED FLIGHT/DATE/CITY PAIRS
STEP 4 - QUEUE THE PNR TO Q05 OF THE APPROPRIATE FLIGHT/
ROUTE CONTROLLER.
* F3: QUEUE POPUP
* ENTER CHOICE: 2 - QUEUE TO ROUTE CONTROLLER
* ENTER CHOICE: 2 - QUEUE TO ROUTE CONTOLLER
* ENTER FLIGHT NUMBER: FLIGHT THAT NEEDS CONVERSION
* QUEUE NUMBER: 05
* AIRLINE CODE: AC/QK/GX/ZX/
STEP 5 - MONITOR THE PNR
ONCE ROUTE CONTOLLER HAS CONVERTED THE SEGMENT(S):
* REINSTATE SEATS AND APFAXS (IF NECESSARY)
* REINSTATE ORIGINAL FARE QUOTE
davistev, I remember your encouraging words when I was new to the forum and was working on getting RG included in the *A European Airpass. This was done for you. If you need more, let me know by e-mail.
Thanks Fareguru and Singalong for the excedllent information. I am now relaxed knowing that Air Canada DOES have a responsibility to honour their tickets. I am very surprised that I have been given incorrect information from two agents.
Agent 1: Too bad, go to NRT or get a refund.
Agent 2: Sched will call about Aeroplan ticket BUT call travel agent for my rev tickets???
CIC is an abbreviation for the areas in
AC's computer where information is kept....
don't as me what it is an acronym for as I don't remember and it wasn't too interesting
to beging with.
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by davistev: Agent 2: Sched will call about Aeroplan ticket BUT call travel agent for my rev tickets???</font>
When they cut my HKG-YVR flight last year, the ticket that I booked through my travel agent was automatically protected on the next available flight. So try calling back and get a different agent. Also try calling your TA as they might be able to get something done for you.
