Originally Posted by mugatu

Many of us have shared our stories about dealing with Air Canada Customer Solutions and their responses/lack of responses/response time/type of responses. We'll, on Monday morning I experienced a first - I actually received a personal phone call from the AC Customer Solutions agent who handled my original "query".

My query was in reference to missing AP points for purchases I had made on aircanada.com - at the time, I had not traveled on those flights yet, but from previous purchases the points made for the purchase had always made it into my AP within a reasonable time after the point of purchase (before flying). The CS agent told me "2-to-4 weeks after travel completion", so I said "OK - I'll double check then". When my trips were completed and I waited the stated "2-to-4 weeks", and still nothing appears. This is the 3rd time in 2008 that purchases from aircanada.com didn't post to my AP account, so I followed up my original email stating that the allotted period of time had well been exceeded and I was interested if/when the points would be posted.

Email sent 2pm PST Friday, June 6th.
Phone call, from the original respondent AC CS agent - received at 6am PST on Monday, June 9th, addressing the issue......

Apparently, some time between my email and the phone call, the AP points had "magically" been posted to my account for 1/2 my travel that I was following up on, but the other 1/2 was still "magically" missing.

I didn't bother to point out to the agent that it was 6am PST and I was still half asleep, because I was shocked that she took the time to call and follow up. I quick look out the window did not reveal any flying pigs or signs of a looming apocalypse, so I was convinced I was having a dream......

So, it was a pleasant surprise, and shows that AC can indeed respond to queries in real time should they choose too - and I believe that all customers should receive the same treatment I did, regardless of their status with AC. I hope that my experience isn't unique, and that fellow FTers (and non-FTers) receive the same courtesy.