Originally Posted by Sean Peever

There are new people for sure. Tonight I spent just over 15 min cancelling a latitude ticket on the SE line. He was friendly, and was talking while reading so I could hear what he was doing " ok let me look up the fare rules for Y, latitude". " ok so latitude is fully refundable, so no problem there". And then he processed it, pretty quick. But then he put me on hold for quite awhile to verify with someone that he did it correctly.

If he didn't put me on hold I would have been able to tell him he did because immediately I got an expert flyer notification on my phone that a Y seat opened on my flight ( was oversold). But I waited on hold for the 15ish min to be polite

Had to call in because I booked the ticket on the air canada iPhone app and therefor can't make any changes via the website.

Not complaining, he was friendly, polite, completed what I had asked him to. Overall happy, just clearly new.