Heads Up: Ridiculous Hold Times for Air Canada Reservations
Jan 3, 2010, 11:17 am
#16
Join Date: Jul 2001
Location: YYZ
Programs: AC SE100K, HH G
Posts: 2,454
Jan 3, 2010, 2:50 pm
#17
Join Date: Dec 2009
Location: YYC - not the centre of the universe
Programs: AC*S100K 1MM, LH FTL, Hyatt Globalist, Accor Plat
Posts: 4,768
I was successful in doing an U/G 3 hours before the technical time. 
Hurray!
Hurray!
Jan 3, 2010, 7:28 pm
#18
Join Date: Jun 2007
Location: SFO/SJC
Programs: AC E
Posts: 644
Found this while thread while I was waiting on the phone... for 45mins. I was 20mins in before I even thought of the Priority Line so I figured just to wait then hang up and phone back. After I was done the agent even said "btw, do you know as an Elite member you have access to a priority line?".
Jan 3, 2010, 9:35 pm
#19
Join Date: Nov 2009
Location: YYZ
Posts: 63
Hmm I called New Years Eve and waited no more than 30 seconds on the E line.
Jan 3, 2010, 10:22 pm
#20
Join Date: Jan 2006
Posts: 142
I can explain a little bit of what caused such delay in phone answering. Major winter storm in Saint John New Brunswick starting Saturday afternoon and into the overnight. Left the overnight shift with only a couple of agents that managed to make it in to work. I know it doesn't help alleviate anyone's frustrations. I just hope it clarifies a bit of what happened.
Jan 3, 2010, 11:06 pm
#21
Join Date: Nov 2006
Location: SJC
Programs: A3 *G, Marriott Plat, AS 75K
Posts: 995
Jan 3, 2010, 11:22 pm
#22
Original Poster
Join Date: Oct 2006
Location: YYZ/DLC
Programs: AP, HHonours Diamond
Posts: 3,722
I can explain a little bit of what caused such delay in phone answering. Major winter storm in Saint John New Brunswick starting Saturday afternoon and into the overnight. Left the overnight shift with only a couple of agents that managed to make it in to work. I know it doesn't help alleviate anyone's frustrations. I just hope it clarifies a bit of what happened.
It would be prudent that perhaps Air Canada maintain at least two physically separate locations for their call centers perhaps to avoid similar issues and other possible issues that could affect one location. Oh well, I guess we can dream, can't we?
Jan 4, 2010, 9:51 am
#23
Join Date: Nov 2005
Location: Winnipeg
Posts: 271
Glad to see you around RESGIRL and thank you very much for the clarification, that actually makes a lot of sense.
It would be prudent that perhaps Air Canada maintain at least two physically separate locations for their call centers perhaps to avoid similar issues and other possible issues that could affect one location. Oh well, I guess we can dream, can't we?
It would be prudent that perhaps Air Canada maintain at least two physically separate locations for their call centers perhaps to avoid similar issues and other possible issues that could affect one location. Oh well, I guess we can dream, can't we?
Jan 4, 2010, 10:10 am
#24
Join Date: Oct 2004
Programs: Aeroplan, Delta, Starwood, Fairmount
Posts: 2,312
Glad to see you around RESGIRL and thank you very much for the clarification, that actually makes a lot of sense.
It would be prudent that perhaps Air Canada maintain at least two physically separate locations for their call centers perhaps to avoid similar issues and other possible issues that could affect one location. Oh well, I guess we can dream, can't we?
It would be prudent that perhaps Air Canada maintain at least two physically separate locations for their call centers perhaps to avoid similar issues and other possible issues that could affect one location. Oh well, I guess we can dream, can't we?
Last edited by Yukonprince; Jan 4, 2010 at 10:17 am
Jan 4, 2010, 10:13 am
#25
Join Date: Jun 2007
Location: YUL
Posts: 2,283
Allow users to actually modify the bookings and such online without the continual error messages or blocked access and perhaps less folks would be calling?
Jan 4, 2010, 10:35 am
#27
FlyerTalk Evangelist
Join Date: Sep 1999
Location: Toronto, Ontario, Canada
Programs: OWEmerald; STARGold; BonvoyPlat; IHGPlat/Amb; HiltonGold; A|ClubPat; AirMilesPlat
Posts: 38,186
A whole minute on the SE line this morning after getting through all the filter questions. Saturday and Sunday were killer days with weather in New Brunswick, as noted, and also at secondary centres like Montreal and Toronto (Sunday morning). This would have reduced staff on hand to take calls, and increased calls from those forced to change bookings due to cancellations and delays. I figured my upgrade request could wait 24-hours. Too bad overseas upgrades can't be done online. This is the real problem AC has, but I can see the logic in restricting some forms of online changes as these result in fare changes, added fees and other matters the average person would not be expected to comprehend.
Jan 4, 2010, 10:47 am
#28
Join Date: Jul 2001
Location: YYZ
Programs: AC SE100K, HH G
Posts: 2,454
As someone else suggested, an automated announcement explaining the situation would have done a world of good, with little cost to AC.
Jan 4, 2010, 2:52 pm
#29
Original Poster
Join Date: Oct 2006
Location: YYZ/DLC
Programs: AP, HHonours Diamond
Posts: 3,722
Although at the end I got a very through and excellent agent to handle my multiple requests, had the fare gone up in the 3 days I was trying to reach AC, I would NOT have been a happy camper. I still intend to file a complaint with AC, however can't seem to get their email complaint form working so I've resorted to sending out a snail mail.
Jan 4, 2010, 4:27 pm
#30
Join Date: May 2008
Location: PHL (kinda, no airport is really close)
Programs: AA Exp, but not sure for how long. Enterprise Platinum woo-hoo!
Posts: 4,550
They were just swamped due to bad weather. My girlfriend flew home last night and her flight was delayed 3 hours. (Then when she got home, there was a huge snafu at the airport with luggage, and to top it off, loads of people arriving late and no cabs. She usually takes the subway home and gets home at 10; this time she took a cab and got home at 2:30.) I think reservations was just dealing with people having to rebook due to weather.