Originally Posted by
Sammysllu
If I have a choice, I will never fly Air Canada again! Following are the reasons why:
...snip
Facts:
1) The person that sent e-mails to me is an idiot. If the e-mail address is no longer valid, one would get a “MAIL-DAEMON” failure delivery notice within couple minutes. Why did this idiot keep sending to the wrong e-mail address? My phone # & residential address is still 100% correct.
2) If you have any complain, you can only communicate to the Air Canada Customer Relation by fax @ 1-866-584-0380. The response time is between 15 to 20 business days. Furthermore, I asked to communicate to the manager, I was told this is the highest level one can get. If one can not get the customer service level one’s requested, one is running at the dead end street.
3) Have you ever try to redeem your miles; it took me 4 hrs to reach an operator by keep dialing the same phone numbers every 1 minute by speed dialing. And the phone line was always busy.
In Conclusion:
-I think the “Customer Service Suck”
-I think the “Equipment/Technology Suck”
-I think their staffs are high school drop-outs
snip...
You eventually received a letter before the miles expired, did you do anything about it?? Isn't it partly your responsibility to update email addresses that are no longer valid?
1. A person didn't send you an email, an automated system did. But, with such a significant program change they should have sent regular mail as well. However, if people don't update their email with AP what is to say AP should presume that physical mail addresses are valid?
2. Yes, communication with AP customer service is bad (this is AP not AC you want to contact by the way).
3. Your method of using repeat speed-dial to get through a queued automatic phone system is wrong, I'm surprised you got through at all. You need to call, put the line on speakerphone (if you have one) and wait for an answer, worst I've ever had is 45 minutes, generally less.
Conclusions:
The first two are generally correct, the last conclusion is not meaningful. However, you didn't help yourself when you had the chance even though the AP changes were distasteful.