Originally Posted by
segacs
Part of the reason the wait times are so unreasonable for non-status pax is that those with status continually jump ahead of them in the queue. So let's say you call up and you were 10th in line. If, in that time, 10 people call up with status, they'll all go ahead of you, so at the end of 10 people down, you'll still be 10th in line.
I don't have a problem with one of the perks of status being priority call handling. But there ought to be a certain minimum standard for people without status, particularly since sometimes time is of the essence if you're travelling and stranded somewhere.
I'm actually surprised they aren't smarter with this.
You enter your Aeroplan number, and it pops up all your information on the agent's screen.
Why not also look up your booked itineraries, and scheduled flights. If you have a flight within 24 hours, you could get the equivalent of dDiamond priority.
If you have a flight within 4 hours, you could get a special priority that's only for "immediate" travel, above even dDiamond.
That solves the "help I'm stranded" issue while still giving absolute priority to the dDiamond who wants to make a change for a flight six weeks out, over other people calling about similar issues.