Just changed a latitude ticket to a flight that takes off 2 hours later... for a flight to take place in a few days. Took exactly me 20 min and 29 seconds on the superelite line.

Spent 20 min 29 seconds on the phone. Not because I was on hold reaching an agent - the phone was answered immediately when I dialed the superelite line (note: she didn't say you reached the superelite desk). But because the agent put me on hold as she tried to figure out how to do it. She even said she was looking up the fare rules to ensure that the change is allowed... on Y-class Latitude ticket!

I find that the experience of agents is very wide. Some are really good and know what you want. Some are really bad/slow and have no idea what they are doing. And unfortunately, it is usually the friendly/enthusiastic ones that have less experience.

Air Canada need to sort this problem out.... in addition to the long wait times for the regular reservation lines.