Apparently procedures have now changed. I was speaking to an Aeroplan agent yesterday (07MAR) and I explained what happened to me last week. Specifically, I was trying to book two tickets for my wife in D (J) class before her Super Elite status expired (I am her registered travel planner). The web was just hanging and after spending 40 minutes I called Aeroplan. The agent in YUL said she could make the booking but I would be charged the $30. I refused to pay the amount and she said she would have to transfer to techincal support. I said to her, the only thing the technical support person is going to do is send me right back to you with your authorization code.

AC/Aeroplan, being the customer service focused organization, basically said I don't care if you are a SE and you have been trying to use our website for 40 minutes, if you want to have the fee waived you must go through techincal support.

I'm transferred to technical support and get a message that indicates that call volumes are very high and the wait will be long and that I should call back again later. Many thanks for help AC/Aeroplan! ^

In any event, in speaking with the Aeroplan agent yesterday (07MAR), I found out that Aeroplan agents now have the authority to waive the $30 fee depending on the circumstances. In addition, there are now Leads working most hours so you can escalate if you require.

I was also very surprised to find out that there are 14 agents per Lead -- seems very high for a call centre.

Happy Travels
Cheers