I think AE should segregate actual Q miles from ESSO/Sobey/HH miles when deciding on points level required for IKK only and possibly only J seats. The issue managment has faced is that there are many aeroplan members who never fly AC, except on points, and they expect the same access to those who have actually paid AC for seats along the way.
The airline has done the right thing in certain respects in handling IKK but should simply fine tune it for their best customers.
First, having flown AC steadily for the past 15 years of business travel, the service and outlook from the employees I have encountered has been the best during that period.
- What about the use of miles to upgrade. YYZ-EZE has no J available from Jan 1 - April 17th (I was told yesterday), but is J9 C9 for all of the flights I look at. I would happily use points on top of a T+ fare to have my wife accompany me in J.
- Lifetime status
- The very occasional op-upgrade. Even once a year on a one-hour flight where meal service is limited. United has op-upgraded me twice this year as an Elite member and even given me COS bonus. It goes a long way. The gate agents equipped to do it feel like they are handing out gold and you can see their happiness when a weary traveler reacts with unexpected joy.
Otherwise, I think keep up the good work.
__________________
Elite, but I have aspirations...
I think you guys are on the right track so far!!!!
Here are couple of my suggestions – in no particular order…
*** I think Air Canada should have a prominent displayed vision/mission statement something along the lines of the Avis “We try harder”. It has to be short, catchy, motivate your employees while at the same time send a positive message to your customers.
Instead of paying big bucks to a consultant to develop this statement have a contest asking employees to suggest a catchy phrase to use in your advertizing. You would be amazed by the responses! At the same time you will be building important employees buy-in on the new "Calin’s Air Canada".
Have a small management/employee committee to select the winner(s) and have a bit of fanfare rolling it out to both your employees and the public.
I have seen a bit of advertizing recently about Air Canada being the best airline in North America. I venture to say a lot of people take this with a grain of salt today…. I realise it is not easy being a big company and popular with the public at the same time but it is nevertheless a great goal to work towards.
*** When sh*t hits the fan – own up to it and quickly too!
At times, no matter how well things are planned they will go wrong. I know you have no control over weather, equipment break downs, labour disputes etc. It is how you respond to these difficult situations that makes them better or worse as far as the public is concerned.
Witness Michael McCain of Maple Leaf Foods how he handled the Listeria recall. Right away he took personal ownership without any excuses by saying the buck stops here. Michael communicated regularly and very honestly with the public, admitted Maple Leaf Foods was at fault and shared what they were doing from preventing this happening again.
I venture to say the public’s perception of Maple Leaf Foods today is better than ever because of Michael’s honesty.
And don’t you just love Maple Leaf’s vision/mission statement???
passionate people:
Passionate about food
*** Do a simple survey with passengers – with just one question:
Air Canada cares about your opinion – please tell us how can we serve you better...
This can be done both online and by giving all passengers a postage paid postcard they can fill out and drop into a mailbox.
The front of the postcard could be an Air Canada destination and you could offer some Air Canada Vacations as randomly drawn prizes thereby not only getting some good feedback directly from your customers but getting some advertizing in at the same time.
*** I have just retired from 42 years in IT and find the biggest and costliest mistake is that a company allows IT to run their department in a “It’s my way or the highway” fashion not realising that IT is there to support the BUSINESS not the other way around.
Systems should be customer focussed, friendly and very easy to use. The testing of systems and new features should be done by non IT people to make sure the “customer interaction” part is clear and easy to use.
The same applies to the computer systems your employees use. They too should be easy and user friendly.
I always summed it up to my staff as follows – It is a BUSINESS PROJECT with an IT component NOT an IT PROJECT with a business component!!!
Not just IT staff but all Air Canada employees should remember that their salaries are paid for by customers and if there were no customers there would not be an Air Canada either….
Thanks for listening…
__________________ When the plane you are on is late, the plane you want to transfer to is on time....
Programs: AC SE,HH Gold,SPG Gold,Hyatt Diamond,PC Plat,Fairmont Plat,A|Club Plat
Posts: 899
Quote:
Originally Posted by jeffdoucette
2) Adjust meal service in J class so that the ordering priority goes to paying customers of any status first, then SE, then E upgraders. I have benefited from this glitch in the past but paying customers should always get the meal they want first instead of a SE upgrader.
5) Clarify operating procedures for Priority Boarding lane. This is a great initiative but the execution often breaks down. Call children and assistance passengers first, then board Biz, *G and then others. Display row numbers on the boarding screens. Huge operational gains to be made here through more efficient boarding.
11) Make upgrades available by fare paid first then by status. Not fare class but actual dollars paid.
No, no, no.
Upgraded Es and SEs should precede people who buy J.
If I ran a company, I would treat my constantly loyal customers BETTER than those who make an occasional big purchase!!!!
Concerning point 5 above, I would board SE first, then Biz, E and *Gold, then kids, then Y. This is what SQ is doing in Asia.
I think AE should segregate actual Q miles from ESSO/Sobey/HH miles when deciding on points level required for IKK only and possibly only J seats. The issue managment has faced is that there are many aeroplan members who never fly AC, except on points, and they expect the same access to those who have actually paid AC for seats along the way.
The airline has done the right thing in certain respects in handling IKK but should simply fine tune it for their best customers.
I am one of those who only fly J or F on points but remember Aeroplan does pay Air Canada for those seats too = they are not free seats.
__________________ When the plane you are on is late, the plane you want to transfer to is on time....
Overall I think AC is doing much better in the last year or so. I agree with many of the suggestions above. A few additional thoughts on how things could be improved (not a complaint post at all, just helpful suggestions as requested):
1. In all but the smallest Jazz stations, it should be possible to create a priority check-in lane.
2. Continue to work on the improvement of staff relations, it should go a long way to alleviating many of the problems with customers - happy staff can mitigate many situations (eg. reporting a lost bag after 12 hrs of travel would be a lot easier when you don't have to track down the staffer from a backroom conversation who then treats you as if it's your fault for traveling and losing your own bag!)
3. Priority baggage and baggage generally - Priority baggage seldom comes out ahead of regular bags, perhaps there is a supervisory issue here for those loading/unloading bags - on baggage generally, the cuts made in the past few years seems to have had a significant impact on the length of time it takes to get bags at major Cdn airports. 40 mins to get bags regularly is unacceptable off an E190/A320. As per number 2 above, perhaps happier staff will result in less damanged bags, I tend to go through a full set or two every year!
4. Upgrades - As a government worker who flies enough business/leisure to qualify for Elite each year, the updgrade certificates are useless to me because my employer does not allow me to purchase Latitude fares. I understand the reasoning for the current system, but I'd be happier with 4 SSWU/yr than a stack of those I can't use. I think this summer's promotion is great, but recognize it may cut Latitude fare purchases if it were kept longer term. Perhaps a middle road would be creation of SNAU's in a more limited number as an option to replace the stack.
5. Seating - It bothers me to no end as a priority customer that the middle seats are filled in the front of the plane before the middle seats in the back. I think the system should be programmed to only offer middle seats ahead of row 18 on the narrow-body fleet once all others are full. There may be a weight/balance issue here, but I doubt it. This is a small item that most non-priority customers wouldn't even notice, yet it would go a really long way to make frequent customers happy.
6. Flight Passes - I am just about finished with my twins traveling for free, but it has bothered me to no end over the past two years using my flight passes with infants and having to call up to have the infants added to tickets (to the US is the main problem) and it taking almost an hour on the phone with staff that usually have no idea how to do this.
7. Aeroplan - I recognize that AC doesn't have control over AP these days, but I really question the shift that was made in the last few years to offer seats at higher redemptions. I can understand if there was one option at a higher redemption amount (eg. a 25,000 classic sold at 100,000 miles), but the current options provided at a series of different levels is nothing more than an insult for most people who go in and see this everytime...it is demoralizing at best and will hurt when WS starts its own program.
8. Food Selection - I still don't think the food selection is where it could be in the economy cabin. The sandwiches are often stale, soggy, etc. and many selections are often unavailable (I always sit in row 12/13, so they're not sold out for me!). Simple is better, complicated sandwiches with sauces that don't appeal to the general populace should be dumped (and in fairness most have).
9. Advertising - The industry is obviously shifting with the internet, but I can't keep track of what is a sale and what isn't these days. E-mail bursts every single day or at least 4-5 times a week are a little overkill. I also notice that I can't look up sale fares from my city (YZF - not a big station I know), but the computer should be able to automatically allow you to look up sample fares from any city in the network you'd think.
Sure I might think of more things later. I'm sure others may agree/disagree with some/all of these.
No one should ever be denied boarding because the GA doesn't have time to process a change fee as happens all the time in the T1 basement. (I cannot think of a single phrase that harms my impression of AC more than "Can't do it; I don't have time to charge your credit card because I'm going on break in a few minutes [so you can sit in the lounge for an extra 2 hours]"). If AC doesn't have time to take my money, the change should be free.
I can see the problem that everyone would wait till the last minute to ask for the change, but there must be a workaround.
On a related note, tweak the $75 same day change fee for T+ to a maximum $75 per journey, not per flight (this matters a lot for multi-segment commuters. Often I can only change the first segment at my point of departure due to illegal connection/no availability. When I get to the connection airport (YYZ), I am generally able to make a better connection. It irks to be charged $75 a second time.) I can see why AC charges for changes ($75 is high, but I can live with it). But $150 makes me feel ripped off.
I don't think this sticky will last very long or have much cred with AC management if it evolves into a whining and complaining board.
Here are some things that I would investigate doing if I ran AC:
...
6) Investigate adapting a HON Circle tier inside Aeroplan.
...
I would prefer the investigation into adapting a PPS Status à la SQ, which recognises the flyers who are spending a significant amount of $$$ rather than collecting a huge amount of miles on AC. This would also be beneficial to the flyers who have to buy comparatively expensive fares for short flights.
I am not sure why J Aeroplan ticket holders who have one leg in Y cannot standby for a J seat at the airport any more - full points were paid for the ticket.
There have been complaints of empty J seats on flights when a J class Aeroplan ticket holder had to sit in Y.
Prior to this Aeroplan ticket holders had the lowest priority for upgrades so upgrading them did not impact anyone else.
A reversal here would also go a long way in customer relations.
__________________ When the plane you are on is late, the plane you want to transfer to is on time....
To the vast majority of flyers Air Canada, Aeroplan, Jazz and the other affiliated regional airlines are all Air Canada.
It would be nice if employees of each of these seperate entities would help each other out if there are problems and provide seamless problem resolution to the traveller.
__________________ When the plane you are on is late, the plane you want to transfer to is on time....
electronic upgrade certificates (how hard could this be?) use of upgrade certificates in summer for tango - like they did this year Don't nickle and dime Treat people with respect, treat people the way you'd want to be treated if you were flying. improved communication = improved customer service
Honestly if the GA or FA or pilot or ticket agent has no idea what is going on then they should be honest and say that they don't know - heck, make an announcement. The more you know about a situation - even if the only thing you know is that no one knows anything - is better than being kept in the dark.
It will also save the employees from answering the same questions hundreds of times if they just have regular announcements during weather/traffic/mechanical problems
Overall I think AC is doing much better in the last year or so. I agree with many of the suggestions above. A few additional thoughts on how things could be improved (not a complaint post at all, just helpful suggestions as requested):
1. In all but the smallest Jazz stations, it should be possible to create a priority check-in lane.
2. Continue to work on the improvement of staff relations, it should go a long way to alleviating many of the problems with customers - happy staff can mitigate many situations (eg. reporting a lost bag after 12 hrs of travel would be a lot easier when you don't have to track down the staffer from a backroom conversation who then treats you as if it's your fault for traveling and losing your own bag!)
3. Priority baggage and baggage generally - Priority baggage seldom comes out ahead of regular bags, perhaps there is a supervisory issue here for those loading/unloading bags - on baggage generally, the cuts made in the past few years seems to have had a significant impact on the length of time it takes to get bags at major Cdn airports. 40 mins to get bags regularly is unacceptable off an E190/A320. As per number 2 above, perhaps happier staff will result in less damanged bags, I tend to go through a full set or two every year!
4. Upgrades - As a government worker who flies enough business/leisure to qualify for Elite each year, the updgrade certificates are useless to me because my employer does not allow me to purchase Latitude fares. I understand the reasoning for the current system, but I'd be happier with 4 SSWU/yr than a stack of those I can't use. I think this summer's promotion is great, but recognize it may cut Latitude fare purchases if it were kept longer term. Perhaps a middle road would be creation of SNAU's in a more limited number as an option to replace the stack.
5. Seating - It bothers me to no end as a priority customer that the middle seats are filled in the front of the plane before the middle seats in the back. I think the system should be programmed to only offer middle seats ahead of row 18 on the narrow-body fleet once all others are full. There may be a weight/balance issue here, but I doubt it. This is a small item that most non-priority customers wouldn't even notice, yet it would go a really long way to make frequent customers happy.
6. Flight Passes - I am just about finished with my twins traveling for free, but it has bothered me to no end over the past two years using my flight passes with infants and having to call up to have the infants added to tickets (to the US is the main problem) and it taking almost an hour on the phone with staff that usually have no idea how to do this.
7. Aeroplan - I recognize that AC doesn't have control over AP these days, but I really question the shift that was made in the last few years to offer seats at higher redemptions. I can understand if there was one option at a higher redemption amount (eg. a 25,000 classic sold at 100,000 miles), but the current options provided at a series of different levels is nothing more than an insult for most people who go in and see this everytime...it is demoralizing at best and will hurt when WS starts its own program.
8. Food Selection - I still don't think the food selection is where it could be in the economy cabin. The sandwiches are often stale, soggy, etc. and many selections are often unavailable (I always sit in row 12/13, so they're not sold out for me!). Simple is better, complicated sandwiches with sauces that don't appeal to the general populace should be dumped (and in fairness most have).
9. Advertising - The industry is obviously shifting with the internet, but I can't keep track of what is a sale and what isn't these days. E-mail bursts every single day or at least 4-5 times a week are a little overkill. I also notice that I can't look up sale fares from my city (YZF - not a big station I know), but the computer should be able to automatically allow you to look up sample fares from any city in the network you'd think.
Sure I might think of more things later. I'm sure others may agree/disagree with some/all of these.
#3 ...Priority Baggage is a waist. It is perticular bad at CDN airports and furthermore I'll point out that YYZ is the worst! This may be a GTAA issue and not AC but it would help if AC weighed in on this issue!
Programs: AC*E, HHonors Gold, SPG Gold, Hertz Presidents Circle
Posts: 562
Quote:
Originally Posted by jeffdoucette
11) Make upgrades available by fare paid first then by status. Not fare class but actual dollars paid.
I agree with most of your suggestions, however - this one is a little tricky. Most corporate customers have CORP fare rates which are cheaper than retail. By this suggestion, most CORP rates would fall to the bottom in terms of priority for upgrades. I would guess that it would be in AC's best interest to keep corp flyers happy. Not sure this satisfies that requirement.
Programs: AC*E, HHonors Gold, SPG Gold, Hertz Presidents Circle
Posts: 562
I'd like to humbly suggest bringing the J class food and drink up a couple notches. Service and seating is great these days (esp when compared to other NA carriers). However, food and drink is just disgraceful.
I understand we won't be having seat-side hand carved roast beef, but a much better effort should be made with meals.
Drink selection is also weak. You have a J class and no single malt scotch or real champagne? I understand you won't be popping open bottles of Mcallan 30 yr old, but something above the blended stuff would be a nice effort.
electronic upgrade certificates (how hard could this be?)
