Heads Up: Ridiculous Hold Times for Air Canada Reservations
Mar 10, 2019, 4:43 pm
#136
Join Date: Jun 2008
Location: YYT
Programs: Altitude SEMM
Posts: 412
Spent 30 minutes on hold with the concierge number this evening. Tried the SE line, and the person I spoke to was just RUDE!
Mar 24, 2019, 7:18 pm
#137
Join Date: Apr 2013
Location: YVR
Programs: Ice Cream Club, AC SE MM, Bonvoy Life Plat
Posts: 2,803
On hold for 45 minutes right now, SE line. Maybe they know I'm calling for a refund... I miss the old music...
Edit: Right after posting this, got an agent... FT Works!
Edit: Right after posting this, got an agent... FT Works!
Jun 20, 2019, 10:20 am
#138
Join Date: Oct 2009
Location: YUL
Programs: AC SE (*A Gold), Bonvoy Platinum Elite, Hilton Gold, Amex Platinum / AP Reserve, NEXUS, Global Entry
Posts: 5,691
What's going on? I've noticed a significant turn for the worse over the past few weeks with hold times rarely less than 25-30 minutes on the E50 line.
Is it just me?
Is it just me?
Jun 20, 2019, 10:28 am
#139
Join Date: May 2014
Location: YYJ/YYT
Programs: AC 75K (*G), NEXUS
Posts: 652
Jun 20, 2019, 10:39 am
#140
Join Date: Oct 2009
Location: YUL
Programs: AC SE (*A Gold), Bonvoy Platinum Elite, Hilton Gold, Amex Platinum / AP Reserve, NEXUS, Global Entry
Posts: 5,691
I found "regular" hold times on the E50 line had improved to anything in a single-digit time range, but my call today was answered after 36 minutes. Agent said I can't imagine how busy they are.
Jun 20, 2019, 11:08 am
#141
Join Date: Jan 2016
Location: YYZ
Programs: FOTSG Tangerine Ex E35k (AC)
Posts: 5,612
Jun 20, 2019, 11:34 am
#142
Join Date: May 2014
Location: YYJ/YYT
Programs: AC 75K (*G), NEXUS
Posts: 652
Maybe it's all the FOTSGs calling in to ask FOTSG questions. After all, it is their peak travel season!
Jun 20, 2019, 2:13 pm
#143
Join Date: Mar 2010
Location: Canada
Programs: *G
Posts: 2,304
Late this morning, non priority call to AC, 90 min hold, WS 3 mins (exactly as shown on their website).
This evening, 45 mins on so called E50 line, but a very helpful and cheerful agent who successfully completed the required booking change.
This evening, 45 mins on so called E50 line, but a very helpful and cheerful agent who successfully completed the required booking change.
Last edited by fin 645; Jun 20, 2019 at 6:50 pm Reason: New information
Jun 20, 2019, 7:36 pm
#144
Join Date: Dec 2010
Location: YYZ
Programs: AC*E
Posts: 20
June 19 morning, around 5am Eastern time, took over 20 min on E50 line to get an agent. June 20 morning, around 5am, took over 30 min. I asked what was taking so long, and the response was that it was a particularly busy morning. I also asked what would be the best time in the day to call, and was told the early morning hours are best.
Jun 21, 2019, 12:58 am
#145
Join Date: Jul 2017
Location: YVR
Programs: AC SE 100K
Posts: 9
I called the SE 100 line at 23:20 PT. It is a 24/7 line supposedly dedicated for SE 100 members. Waited 26 min for response. Once answered, my change request was processed fine (a change that could not be made on line). All was good. But the wait time is not acceptable.
Jun 21, 2019, 10:50 am
#146
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,358
I called the SE 100 line at 23:20 PT. It is a 24/7 line supposedly dedicated for SE 100 members. Waited 26 min for response. Once answered, my change request was processed fine (a change that could not be made on line). All was good. But the wait time is not acceptable.
Jun 22, 2019, 8:45 am
#147
Join Date: Sep 2014
Location: sqrt(-united states of apologist)
Programs: *$ Green
Posts: 5,403
June 19 morning, around 5am Eastern time, took over 20 min on E50 line to get an agent. June 20 morning, around 5am, took over 30 min. I asked what was taking so long, and the response was that it was a particularly busy morning. I also asked what would be the best time in the day to call, and was told the early morning hours are best.
Jun 22, 2019, 9:57 am
#148
Join Date: Jan 2017
Location: Halifax
Programs: AC SE100K, Marriott Lifetime Platinum Elite. NEXUS
Posts: 4,571
Have they figured out how to do callbacks yet?
Jun 22, 2019, 10:32 am
#149
Join Date: Sep 2014
Location: sqrt(-united states of apologist)
Programs: *$ Green
Posts: 5,403
AC does do call backs. I think they've been doing it for several years now.
But they disable it when lines are too long because call back queues can grow to unmanageable levels very quickly.
But they disable it when lines are too long because call back queues can grow to unmanageable levels very quickly.
Jun 25, 2019, 9:05 am
#150
Join Date: Sep 2005
Programs: AC MM E50 , Former SPG, now Marriott LT Plat
Posts: 6,268
Last week 40 minutes on the E50 line to make a booking, and 30 minutes to change it after getting incorrect confirmation.
Today 25 minutes and counting
I guess business is too good - all the $200 trips can be done online, and the $5000++ trips that must be called in are not important enough for humans to handle
in a timely manner.
Today 25 minutes and counting
I guess business is too good - all the $200 trips can be done online, and the $5000++ trips that must be called in are not important enough for humans to handle
in a timely manner.