Not sure whether this belongs in an existing thread, so feel free to move, Mods.
Was booked on AC825 AMS-YYZ and AC753 YYZ-SFO today (11/30). This booking was made pre-Amadeus, and just last night, I messaged my friend who works at AC that I was rather impressed that the booking reference transfer, bid upgrade for AC825, eUpgrade for AC753, mobile check-in, and mobile boarding pass issuance all went through without a hitch. Spoke too soon.
Woke up this morning to learn that not only was AC825 delayed by 4+ hours, causing me to misconnect, it was also switched to one of the
ex-SQ/TP birds. So I call the Concierge line to see if I can be rerouted.
As my hold time approached 1 hours and 30 minutes, I started to wonder whether the line was being staffed at all and decided to call the regular SuperElite line. Connected in less than a minute! Unfortunately, this agent was not very helpful, and told me with an attitude of total indifference that any rerouting would be in the original booking class irrespective of the fact that I paid for my upgrades using cash (AC825) and eUpgrade credits (AC753). Just as I was getting ready to make my case, the Concierge line was finally picked up. I immediately switched over and was greeted by a sincerely apologetic and incredibly helpful Concierge agent, who promptly rebooked me to route AMS-FRA-YYC-SFO, all confirmed in business and getting me into SFO actually slightly before my original arrival time. She also asked for my phone number so she could call back in case the line dropped, inquired whether I want to hang up and have her call back to avoid incurring long distance charges, proactively worked to get me my preferred seating, and insisted on staying on the line while I confirmed that the mobile check-in went through smoothly.
The difference between the two agents... night and day. Sadly, the total call time ended up at 1 hour and 52 minutes.