Originally Posted by tyberius

I would just temper that by saying they are generally clueful.

They are just:

1. not empowered by AC or AP to do anything useful

2. saddled with the marketing department's hand waving that lets people think they are connecting to an Air Canada Super Elite help desk agent via email, when what they are getting is an Aeroplan agent.

The combination of bad information and lack of empowerment of the employee ends up being dumped on the end user and I am more than sure that M.B. of Aeroplan is sick to hell of having to write that letter indicating that someone should call in as we are of getting it from Aeroplan when we need Air Canada assistance.