I think it's because of Canadian winter, and also the airports are causing it.

I can thing of a dozen things that the website and app cannot do that require agent support.

And a Priority Line will 45 min hold times is a misnomer to me.

So if people stop using the website and app call times should be signicicantly reduced.

A while back, I called the SE line, and it quoted something like 30 minute waits. I almost hung up. They picked up with 15 seconds.

They don't tailor the automated messages to match the status of the pax calling in. It all goes to the same same. But you knew that already.

But being a relatively new E75K, I can tell you that there is a marked difference between that and S100K service levels... so a 30 minute wait for E50/E75 is not unusual.

Outside of changing a ticket, main reasons I call:

• get a codeshared PNR
• link two PNRs / split a PNR
• cancel an upgrade

The first they've actually added to the web site itineraries now, which is great. The second might be a bit confusing to offer on the web site to non-FFs. The third I believe they don't do in case your original fare class isn't available, but they should just allow you do it if it is, and have you call in otherwise.

Sure, but my point was that longer waits for the lower levels is not uncommon; wasn't saying this happens all the time for us E75/E50K-ers. :)

Now I know why I have to wait sometimes. They let the SE agents talk to the commoners :p

Memo to Michael Tremblay:

Instead of spending your time recording inane and redundant messages telling us something we already know (i.e. you haven't got enough people on duty to answer the number of calls coming in), why don't you spend your time hiring more people and anticipating the need as weather events are forecast? :mad:

Just waited 43 minutes on the E line. Agent put me on hold to check something then managed to disconnect :mad::mad::mad:!!!

I was on hold for the concierge to move my flight due to a cancellation and weather waiver. After 10 minutes, I decided to try the online rebooking tool, which I assumed wouldn't work.

I was in Standard G, upgraded to R. The tool kept me in R even though the flight I wanted was only J1.

I guess I'm part of the problem with hold times, because I've just grown accustomed to the self-service tools not working.

Just waited another 40 minutes, same thing happened ! :mad::mad::mad::mad::mad:

@Sopwith
Small bit of advice and likely too late but.....
Whenever I call either AC or Aeroplan and they have to put me on hold to check with someone else, their help desk or rates' department, I say, can you please take my number should we get disconnected. I sometimes do the same right at the start of a call. I assume they will be professional about it and call back. And I always ask for the agent's name..