Flight/Origin-Destination: YUL -> LHR, AC864
Date: Sep 28
Cabin: J
Status: Elite
Pre departure
Was check in quick and efficient? : I did web checkin. Arrived very early, walked right up to the agent, she had everything tagged up before I finished juggling my luggage and I was on my way.
Did you use priority security (if eligible) and if so, was it quick and efficient? : Yes I did, it was not efficient, as non-priority customers were walking in and having to be directed elsewhere. The signage needs to be BIG AND BOLD because passengers have a lot on their minds and are dumb anyway. They need to be lead out. Also flagging priority security as "VIP" in some airports means one thing, others in other airports. I suggest you flag them for what they are "Business Class Passengers, and ..." instead of just saying VIP. I'm sure the guard there gets tired of hearing "can I go here if..."
Did you use the Maple Leaf lounge and if so, any feedback in regards to
service, food and drinks?: The guinness hit the spot. Internet worked great. Was just happy to have it as always.
Was priority boarding offered (if applicable to your status) and efficient? This is my major recent complaint and this was semi-botched again by the gate agents. Here's how it went down: first, there was no announcement for boarding whatsoever. The two agents behind the desk just didn't seem really clued into what was going on. The cluster of people started building with one very non-business looking passenger standing right in the middle of the priority carpet staking this out as his territory. Anyone starting to cluster, this is when the gate agents have to go get them and shoo them back. Defeat the ball of passengers before it forms. Anyway, the agents were aware of some groups with preboarding needs, went and fetched them and brought them in (this was good). But the rest of the passengers didn't know what was going on so the cluster started to build. Then at some point one of the gate agents said "anyone else wanna preboard?" then the lines formed in earnest, Js and elites know where they have to go, and economy passengers just start going for anywhere they can get. They do not see the carpet, they do not see the sign saying this is for priority boarding Note: they do not know what priority boarding is because they have not had it. You need to flag a lane as being for economy passengers. Then they know where to go .
Now good stuff started happening just as the system broke down, a third clued in agent started checking some people at random in the lines and saying, no you're in the wrong line, you have to wait and sending them out. And then said a couple of times "this is for priority boarding." But again, half of the customers do not understand they are not *entitled* to priority boarding. So it really has to be something like "business class over here" then in the fine print "plus elites" and "economy class over here". She booted three people from the line that were in front of me that had no reason being there, and they were all part of the cluster that built up in front of the gate making it hard for everyone to board. So this is an improvement but I think a lot still got through and the cluster should be shot down as it starts to build up. This is a start though and I was happy to see it. Those people booted now know and will sit. Note though no boarding was even announced for business class customers, or elites. The only announcement between "anyone else want to board?" said not over the microphone and the rush to the lines was eventually "Starting boarding at row 28"... so, kind of a screwed up approach to boarding this aircraft.
If there was a delay, did the gate agent provide timely updates?: Yes there was a delay, boarding time was 18:45 and the plane did not board until about 18:35. After about 30 minutes the gate agent got on and mumbled something about catering being late. We were given no estimated time to board, then a few people trickled on from time to time as they were fetched by the agents, then the free for all. The agent booting people from the lines was the only person who seemed to have it under organized, and she wasn't doing any of the announcements and didn't look like this was her desk to be working at.
Onboard - J cabin:
Were the crew professional & well groomed? Yes. Very friendly. I sat near the door so I hear all the passengers greeted by name. A few funny moments. Light hearted and this was without being put on just good people.
If there was a delay, were you provided with timely updates? No delay once we got the plane loaded.
Was the IFE activated on the ground? I don't think so, there was an announcement after were were up in the air, but turbulence delayed staff activities between takeoff and about 45 minutes of flight. It came on as soon as staff was able to move.
Was a pre-departure beverage offered on the ground? Yes.
Did crew offer to hang your jacket? I had nothing for them to hang.
Were newspapers & menus distributed and meal orders taken (Please specify when meal orders were taken - on the ground or in the air)? Yes to all and orders taken on the ground.
Did crew offer a hot towel prior to the meal service? Yes. Both times.
Approximately how long after take off did it take for the first meal service to be completed? (From takeoff to all items collected) I lost track, there was a delay because of turbulence but once that was over it was prompt.
How was the quality of all the meals? Surprisingly good.
Did the cabin crew continiously top up the beverage of your choice throughout the flight? Yes when applicable, I converted to sleep mode ASAP so there was not much of an option for them.
Post departure
If you have checked baggage, did it arrive within reasonable period of time? It was waiting off the carousel in Heathrow, but it also took an hour to pass customs in Heathrow.
Overall experience/any other comments[/QUOTE]
Would be nice if the staff made a bit of effort to be more quiet once the passengers convert to sleep mode. If you can only grab 3-4 hours of sleep you want to get everything. Hearing a lot of talk and laughing is generally nice because the crew is in high spirits and that helps them do their job well. But when lights out, it would be nicer to be more quiet... I was however right next to the galley so lost on the lottery.
Overall another great flight on AC.
Just solve that gate problem, pop the bubble before it forms!