Aeroplan Fee Scam
#1
Original Poster
Join Date: Jun 2009
Location: On the Road
Programs: Air Canada Aeroplan, Delta SkyMiles, Southwest Rapid Rewards
Posts: 486
Aeroplan Fee Scam
My buddy went to aeroplan.com to book a simple, straight-forward YUL-LGA/EWR-YUL. He is given several flight options, it confirms that he can get a Priority Reward as SE, he hits "Book", and keeps getting "we are unable to book this itinerary online", and to call the res centre...where, despite this message, and after waiting an interminably long time, they keep saying "not our problem", and ding him for a service fee.
What a profitable scam...have a crappy website maintained by the Troll Family in Outer Mongolia, that can't book this and can't book that...and then charge a service fee for the privilege of their incompetence and ineptitude. What a way to encourage a member to stay loyal. Bad enough he spent as much time on the phone as the flight itself will take...but then to tell him, "tough luck"...PO, AC and Aeroplan.
What a profitable scam...have a crappy website maintained by the Troll Family in Outer Mongolia, that can't book this and can't book that...and then charge a service fee for the privilege of their incompetence and ineptitude. What a way to encourage a member to stay loyal. Bad enough he spent as much time on the phone as the flight itself will take...but then to tell him, "tough luck"...PO, AC and Aeroplan.
#4
Original Poster
Join Date: Jun 2009
Location: On the Road
Programs: Air Canada Aeroplan, Delta SkyMiles, Southwest Rapid Rewards
Posts: 486
Update
I told him the universal proviso of call centres...call back and speak to somebody else. Sure enough he did...and the next person he talked to at Vancouver Centre waived the fee without argument once he read the error message he received...which the previous agent AND Supervisor could have done IF they had wanted to be customer-oriented.
#5
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,742
#6
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
I told him the universal proviso of call centres...call back and speak to somebody else. Sure enough he did...and the next person he talked to at Vancouver Centre waived the fee without argument once he read the error message he received...which the previous agent AND Supervisor could have done IF they had wanted to be customer-oriented.
I recently had some issues with a booking on the AC website, called the res line, got a very helpful agent who tried solving the issue and finally gave in and booked the flights on the phone without charging the telephone booking fee.
Was very impressed and actually sent in a compliment to AC about the great service the agent provided.
(Of course one could argue its a little sad that taking repsonsibility for an issue is worthy of a compliment note, but thats another story)
#7
Join Date: Jun 2005
Programs: BA Gold, O6*G, WS Gold
Posts: 250
Don't believe AC charges a fee anymore when booking over the phone. Aeroplan still does though.
#8
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
So the Canadian/US call centres dont charge a booking fee anymore?
#9
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
I came across the NYC - JFK/EWR/LGA 'system glitch' about 2 months ago and the lead agent I spoke with at Aeroplan was apologetic and explained that they new 'enhancements' were causing issues but this one of co-terminals is beyond the website's capabilities. She was great, and waived the $30 fee as one-time exception which I appreciated but why can ANA get it right quite easily and AP manage to cause grief and then blame us when we call in?
Lately, I have been getting error message on many searches and told to call in which is futile as I've posted before. The PEI out sourced call centre needs to be closed, they are horrible.
Lately, I have been getting error message on many searches and told to call in which is futile as I've posted before. The PEI out sourced call centre needs to be closed, they are horrible.
#10
Join Date: Oct 2006
Location: YYZ/DLC
Programs: AP, HHonours Diamond
Posts: 3,722
If you paid the fee, I'd definitely get in touch with AC and demand a refund!
P.s: Congrats on the Mod status. ^ Couldn't think of a better person for the job.
#11
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
They presumably removed all booking fees since May 2009, including booking/changes done through local/regional call centers.
If you paid the fee, I'd definitely get in touch with AC and demand a refund!
P.s: Congrats on the Mod status. ^ Couldn't think of a better person for the job.
If you paid the fee, I'd definitely get in touch with AC and demand a refund!
P.s: Congrats on the Mod status. ^ Couldn't think of a better person for the job.
No, I didnt end up paying the fee as the first agent said Id have to pay the fee despite the AC site error, so did the usual trick: hang up politely, call again and found a nice agent who waived the fee.
Do you happen to have alink to the announcement on the AC website that AC doesnt charge any booking fees? May come in handy...
#12
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Da Amb, Hyatt Glob
Posts: 15,471
I've run into this issue before. The problem is with multi-city bookings. The AP website will let you look at a ticket, but will not allow you to book it. You have to call in and pay the booking fee.
#13
Join Date: Oct 2006
Location: YYZ/DLC
Programs: AP, HHonours Diamond
Posts: 3,722
#14
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874