aeroplan call centre
Jun 17, 2010, 12:49 pm
#1
Original Poster
Join Date: Feb 2009
Location: YYZ
Programs: AC E, UA Gold
Posts: 62
aeroplan call centre
This has never happened to me before so I'd like to share the story.
As discussed before, when booking reward tickets, AE always assign seats to the back of the cabin regardless of your status. There's no exception this time when I booked my ticket last night. So as always, I picked up the phone and called the Elite Contact Centre to change my assigned seat. Here is the conversation:
Agent: Hello.
Me: Hi, I have a reservation and would like to select my seat.
Agent: Did you book with us?
Me: I booked through Aeroplan. It's a reward ticket.
Agent: You have to call Aeroplan. We cannot do it.
Me: Really? I have done this before by calling the general reservation line.
Agent: No, we cannot touch aeroplan's file. NEVER. (you can figure our his tone the entire time).
Me: Was the rule changed recently?
Agent: (silence)
Me: Hello?
Me: Hello?
Agent: (silence)
I guess I was hung up some time ago.
I have never encountered such a rude agent when calling the elite line. Seriously, if I had booked with aircanada.com, I would have selected my seat online by myself. I don't need to call. If I had booked with air canada over the phone, I would have selected my seat in the first place. I don't know what he would say if I told him I booked with expedia!
Before reaching E, I called to select my seat all the time without any problem (or attitude). No one ever asked where/how I booked my flight as long as the ticket is paid, nor did anyone hang up on me. I was shocked by such a service.
Anyhow, I called again and spoke to another agent. As usual, no question was asked and my seat was selected (12C). Perfect.
As discussed before, when booking reward tickets, AE always assign seats to the back of the cabin regardless of your status. There's no exception this time when I booked my ticket last night. So as always, I picked up the phone and called the Elite Contact Centre to change my assigned seat. Here is the conversation:
Agent: Hello.
Me: Hi, I have a reservation and would like to select my seat.
Agent: Did you book with us?
Me: I booked through Aeroplan. It's a reward ticket.
Agent: You have to call Aeroplan. We cannot do it.
Me: Really? I have done this before by calling the general reservation line.
Agent: No, we cannot touch aeroplan's file. NEVER. (you can figure our his tone the entire time).
Me: Was the rule changed recently?
Agent: (silence)
Me: Hello?
Me: Hello?
Agent: (silence)
I guess I was hung up some time ago.
I have never encountered such a rude agent when calling the elite line. Seriously, if I had booked with aircanada.com, I would have selected my seat online by myself. I don't need to call. If I had booked with air canada over the phone, I would have selected my seat in the first place. I don't know what he would say if I told him I booked with expedia!
Before reaching E, I called to select my seat all the time without any problem (or attitude). No one ever asked where/how I booked my flight as long as the ticket is paid, nor did anyone hang up on me. I was shocked by such a service.
Anyhow, I called again and spoke to another agent. As usual, no question was asked and my seat was selected (12C). Perfect.
Jun 17, 2010, 2:48 pm
#3
Join Date: Jun 2002
Location: YYZ
Posts: 955
My bet is it is a union 'issue' mate.......happened to me a few times.
Amazing how unhelpful some employees can be and they should be ashamed. Hiding behind a veil of 'union respect' when they should be servicing those who contribute to their companies overall health.
Can only hope that Karma is going to come along soon and bite them in the a$$....
Amazing how unhelpful some employees can be and they should be ashamed. Hiding behind a veil of 'union respect' when they should be servicing those who contribute to their companies overall health.
Can only hope that Karma is going to come along soon and bite them in the a$$....
Jun 17, 2010, 3:09 pm
#4
A FlyerTalk Posting Legend
Join Date: May 2002
Location: YEG
Programs: HH Silver
Posts: 56,466
My bet is it is a union 'issue' mate.......happened to me a few times.
Amazing how unhelpful some employees can be and they should be ashamed. Hiding behind a veil of 'union respect' when they should be servicing those who contribute to their companies overall health.
Can only hope that Karma is going to come along soon and bite them in the a$$....
Amazing how unhelpful some employees can be and they should be ashamed. Hiding behind a veil of 'union respect' when they should be servicing those who contribute to their companies overall health.
Can only hope that Karma is going to come along soon and bite them in the a$$....
Jun 17, 2010, 3:35 pm
#5
Join Date: Jan 2001
Location: YXU, ON Canada
Programs: AC LT E50K; AC*MM; SPG LT Gold
Posts: 4,665
Just a thought. When I book AE tickets I usually call AE to change the seat assignments. Having said that, I've never had a problem calling AC when there's a mix of Award and Revenue tickets and I want to change one or both. Guess you unlucked out.
Jun 17, 2010, 4:29 pm
#6
Original Poster
Join Date: Feb 2009
Location: YYZ
Programs: AC E, UA Gold
Posts: 62
Most of the time, the agents are friendly and helpful. But one bad agent can destroy the a good company's reputation quickly. I know I was unlucky to get that agent. I don't know the reason he hung up on me. It's just not professional in any workplace. If you read my first posting, he didn't even tell me his name. I guess he only planed to talk to me till his shift ended. 