I was booking a domestic trip earlier this month - long story short, but there was an Aeroplan economy reward available, and I had a bunch of eupgrade credits, so I figured I'd book economy and then use some of my eupgrade credits (plus co-pay) to request an upgrade to J. It was a fixed mileage reward (X) class, which was listed in the upgrade charts as 10 credits plus a $150 co-pay.
I do OLCI, and the only option there was an upgrade purchase ($525, no thanks), and it didn't give me an option to request an eupgrade. I was able to add my Aeroplan number to the booking, though. I called reservations and they said that if it wasn't offered at OLCI, it could only be requested with an airport agent. I go to the airport and try the check-in desk. Agent says "this in an Aeroplan ticket, it's not possible to use eupgrade credits." I show her the wording from the AC website, and ask her to try to request it. She does, and comes back with "computer says no." I ask if she can check with the resource desk, and get a bunch of crap about how there's nothing further that can be done, and I need to talk to Aeroplan if I want to request an eupgrade, as it's an Aeroplan ticket (complete BS). I asked both the MLL agent and CS desk, and both were adamant that it's not possible to request an eupgrade for an Aeroplan ticket, even though it's published on the website and the upgrade charts. Even when I showed them the upgrade charts, they said their system hadn't been updated and "computer says no," and came up with a bunch of crap about how this is probably due to AC and Aeroplan parting ways (complete BS again). Very frustrating when AC advertises a new feature or promotion, and agents deny it's possible, and then say that there's nothing they can do. All 3 agents I spoke to insisted the only way to upgrade an Aeroplan fixed mileage reward (X) is via a paid LMU.
Another example of the "I work at the airport, you're wrong" mentality among front-line staff. I've moved a lot of my travel away from AC this year, and to be honest, it's stuff like this that makes me glad that I have.
Here's the
link and wording from the website, and it's even in the eupgrade charts, even though 3 separate agents insist it's not possible:
Limited-time eUpgrade offers
With our special limited-time offers, you now have more ways than ever to elevate your flight experience.eUpgrades on Tango fares and Aeroplan Fixed Mileage Flight Rewards
You now have until January 8, 2018, to request an upgrade from Tango fares, as well as Aeroplan Fixed Mileage Flight Rewards by using eUpgrade credits in conjunction with an add-on.
This limited-time offer* is valid until January 8, 2018 for eUpgrade requests made to Business Class and Premium Rouge on flights operated by Air Canada, Air Canada Express and Air Canada Rouge, for travel within Canada and between Canada and the U.S., as well as for requests made to Business Class on flights operated by Air Canada for travel to International destinations.