AC gives no leeway on tickets
May 16, 2012, 8:31 pm
#1
Original Poster
Join Date: Jul 2000
Location: AC Million Miler & long time SE; StarwoodPlat for 10+ yrs & lifetime Gold; Hilton Honours Diamond; IC Ambassador; AMEX Plat;Avis Presidents Club; Airmiles GOLD; and just about everything else!
Programs: aeroplan & 25+year loyalty
Posts: 3,822
AC gives no leeway on tickets
Today I checked in for my LHR-YYZ-YOW flight when I noticed the direct non stop LHR-YOW left 15 min later. It used to leave much earlier which never really worked for me.
So I politely asked if I could be moved to that flight. Yes but with a change fee of some $150 or was it GBP? Having already paid a big change fee for my outbound, I was not about to pay another fee for this flight but I was surprised and disappointed with ACs tough stance on changing tickets as I thought my request was very reasonable esp for a SE and AC MM. No dice!
So I politely asked if I could be moved to that flight. Yes but with a change fee of some $150 or was it GBP? Having already paid a big change fee for my outbound, I was not about to pay another fee for this flight but I was surprised and disappointed with ACs tough stance on changing tickets as I thought my request was very reasonable esp for a SE and AC MM. No dice!
May 17, 2012, 6:22 am
#5
FlyerTalk Evangelist
Join Date: Feb 2000
Posts: 12,068
The OP was not about to pay "another change fee". You did pay originally and got what you wanted based on the fare that you paid.
Being polite is great as is being reasonable. ^
IMHO,ACs response is also reasonable.Were they polite?
Being polite is great as is being reasonable. ^
IMHO,ACs response is also reasonable.Were they polite?
May 17, 2012, 8:22 am
#6
Join Date: Sep 2005
Location: YOW
Programs: AC E75K *G
Posts: 7,106
One thing I like to do is look at the various flight options when I am actually booking the tickets.
In my experience that is the best time to decide which flights are the most desirable ones for me to take.
That way, I won't show up at the airport and realize that I didn't buy what I really wanted to buy, expect the airline to correct my error in a way that ignores the contract I purchased from them, and then embarrass myself on the internet when I complain about it.
In my experience that is the best time to decide which flights are the most desirable ones for me to take.
That way, I won't show up at the airport and realize that I didn't buy what I really wanted to buy, expect the airline to correct my error in a way that ignores the contract I purchased from them, and then embarrass myself on the internet when I complain about it.
May 17, 2012, 8:43 am
#7
Join Date: Dec 2007
Location: Body in Downtown YYZ, heart and mind elsewhere
Programs: UA 50K, refugee from AC E50K, Marriott Lifetime Plat
Posts: 5,132
I agree with above comments. That said, OP is AC MM. I would think AC could show a little more flexibility in this case assuming space is available on the other flight and there's still adequate time to do the change.
The rules are the rules and AC is right to stick by them. But status should have benefits and MM status in my mind should (within reason obviously) offer things like same-day change. To do otherwise is to imply that a MM is an E just the same as any other E which is simply not true.
The rules are the rules and AC is right to stick by them. But status should have benefits and MM status in my mind should (within reason obviously) offer things like same-day change. To do otherwise is to imply that a MM is an E just the same as any other E which is simply not true.
May 17, 2012, 8:48 am
#8
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I agree with above comments. That said, OP is AC MM. I would think AC could show a little more flexibility in this case assuming space is available on the other flight and there's still adequate time to do the change.
The rules are the rules and AC is right to stick by them. But status should have benefits and MM status in my mind should (within reason obviously) offer things like same-day change. To do otherwise is to imply that a MM is an E just the same as any other E which is simply not true.
The rules are the rules and AC is right to stick by them. But status should have benefits and MM status in my mind should (within reason obviously) offer things like same-day change. To do otherwise is to imply that a MM is an E just the same as any other E which is simply not true.
Buying non-changeable tickets is always a gamble. If it works 90% of the time and 10% of the time you get nicked for change fee(s), it's still a good deal. If you are the type of traveler who makes routine changes, it's better to buy the more flexible fare.
May 17, 2012, 3:44 pm
#9
Join Date: Oct 2006
Location: YYZ/DLC
Programs: AP, HHonours Diamond
Posts: 3,722
OP has a pattern of love/hate with AC. It's quite comical actually.
Just last week:
Got the Day liner today from YYZ to LHR, piece of cake. I think AC is the best. The meals were terrific and so was the service.
(s)he forgot to post the LMU price (what the LMU thread is all about!) at the end though...
Just last week:
Got the Day liner today from YYZ to LHR, piece of cake. I think AC is the best. The meals were terrific and so was the service.
(s)he forgot to post the LMU price (what the LMU thread is all about!) at the end though...
May 17, 2012, 4:52 pm
#10
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
Try this sometime...
Go to Ruth's Chris Steak House. Order an appetizer, salad, and steak. Try to estimate when they will start cooking your steak. Then, about 5 minutes after that, call the waiter and ask if you can change your order. If they let you, they will at best have to hope another patron ordered the same steak around the same time and sort it our, or else just throw away the steak.
I'll bet they say "Sure, you can change your order."
Meanwhile, an airline can accommodate a passenger at zero cost, a regular customer, and they say "F*** off."
In another thread, a poster mentioned a delayed flight YOW-YYZ with an international connection, that led to a missed meeting in HKG. I'm reminded of a line from the movie "Full Metal Jacket" where Gunnery Sergeant Hartman says "Private Snowball, I think you're the kind who would" and I won't finish the line because it's way too graphic, but it continues "and not even have the courtesy to..." Yes, AC (and all the other airlines) aren't afraid to ... and not even have courtesy.
Where's the trade-off? For every time they can do something nice at no cost to themselves, there is a time a pax gets f***ed, perhaps not because of something AC did, but somehow somewhere something was in their control, and they give a crocodile tear over it. Who wants FF points, how about inconvenience points? How about a point for every hour that AC doesn't get you where you were going on time, they owe you an hour they go out of their way to get you there. What if the OP's YYZ-YOW connection is delayed or cancelled. Will he get another crocodile tear? Will they make up for the night he doesn't get to put his kids to bed? No, he'll get the phone number for "distressed passenger hotel rooms" in YYZ.
Where is Gunnery Sergeant Hartman when we need him?
Go to Ruth's Chris Steak House. Order an appetizer, salad, and steak. Try to estimate when they will start cooking your steak. Then, about 5 minutes after that, call the waiter and ask if you can change your order. If they let you, they will at best have to hope another patron ordered the same steak around the same time and sort it our, or else just throw away the steak.
I'll bet they say "Sure, you can change your order."
Meanwhile, an airline can accommodate a passenger at zero cost, a regular customer, and they say "F*** off."
In another thread, a poster mentioned a delayed flight YOW-YYZ with an international connection, that led to a missed meeting in HKG. I'm reminded of a line from the movie "Full Metal Jacket" where Gunnery Sergeant Hartman says "Private Snowball, I think you're the kind who would" and I won't finish the line because it's way too graphic, but it continues "and not even have the courtesy to..." Yes, AC (and all the other airlines) aren't afraid to ... and not even have courtesy.
Where's the trade-off? For every time they can do something nice at no cost to themselves, there is a time a pax gets f***ed, perhaps not because of something AC did, but somehow somewhere something was in their control, and they give a crocodile tear over it. Who wants FF points, how about inconvenience points? How about a point for every hour that AC doesn't get you where you were going on time, they owe you an hour they go out of their way to get you there. What if the OP's YYZ-YOW connection is delayed or cancelled. Will he get another crocodile tear? Will they make up for the night he doesn't get to put his kids to bed? No, he'll get the phone number for "distressed passenger hotel rooms" in YYZ.
Where is Gunnery Sergeant Hartman when we need him?
May 17, 2012, 7:11 pm
#11
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Try this sometime...
Go to Ruth's Chris Steak House. Order an appetizer, salad, and steak. Try to estimate when they will start cooking your steak. Then, about 5 minutes after that, call the waiter and ask if you can change your order. If they let you, they will at best have to hope another patron ordered the same steak around the same time and sort it our, or else just throw away the steak.
I'll bet they say "Sure, you can change your order."
Meanwhile, an airline can accommodate a passenger at zero cost, a regular customer, and they say "F*** off."
In another thread, a poster mentioned a delayed flight YOW-YYZ with an international connection, that led to a missed meeting in HKG. I'm reminded of a line from the movie "Full Metal Jacket" where Gunnery Sergeant Hartman says "Private Snowball, I think you're the kind who would" and I won't finish the line because it's way too graphic, but it continues "and not even have the courtesy to..." Yes, AC (and all the other airlines) aren't afraid to ... and not even have courtesy.
Where's the trade-off? For every time they can do something nice at no cost to themselves, there is a time a pax gets f***ed, perhaps not because of something AC did, but somehow somewhere something was in their control, and they give a crocodile tear over it. Who wants FF points, how about inconvenience points? How about a point for every hour that AC doesn't get you where you were going on time, they owe you an hour they go out of their way to get you there. What if the OP's YYZ-YOW connection is delayed or cancelled. Will he get another crocodile tear? Will they make up for the night he doesn't get to put his kids to bed? No, he'll get the phone number for "distressed passenger hotel rooms" in YYZ.
Where is Gunnery Sergeant Hartman when we need him?
Go to Ruth's Chris Steak House. Order an appetizer, salad, and steak. Try to estimate when they will start cooking your steak. Then, about 5 minutes after that, call the waiter and ask if you can change your order. If they let you, they will at best have to hope another patron ordered the same steak around the same time and sort it our, or else just throw away the steak.
I'll bet they say "Sure, you can change your order."
Meanwhile, an airline can accommodate a passenger at zero cost, a regular customer, and they say "F*** off."
In another thread, a poster mentioned a delayed flight YOW-YYZ with an international connection, that led to a missed meeting in HKG. I'm reminded of a line from the movie "Full Metal Jacket" where Gunnery Sergeant Hartman says "Private Snowball, I think you're the kind who would" and I won't finish the line because it's way too graphic, but it continues "and not even have the courtesy to..." Yes, AC (and all the other airlines) aren't afraid to ... and not even have courtesy.
Where's the trade-off? For every time they can do something nice at no cost to themselves, there is a time a pax gets f***ed, perhaps not because of something AC did, but somehow somewhere something was in their control, and they give a crocodile tear over it. Who wants FF points, how about inconvenience points? How about a point for every hour that AC doesn't get you where you were going on time, they owe you an hour they go out of their way to get you there. What if the OP's YYZ-YOW connection is delayed or cancelled. Will he get another crocodile tear? Will they make up for the night he doesn't get to put his kids to bed? No, he'll get the phone number for "distressed passenger hotel rooms" in YYZ.
Where is Gunnery Sergeant Hartman when we need him?
May 17, 2012, 7:23 pm
#13
Join Date: Apr 2005
Location: YUL
Programs: AC SE
Posts: 2,103
I agree with above comments. That said, OP is AC MM. I would think AC could show a little more flexibility in this case assuming space is available on the other flight and there's still adequate time to do the change.
The rules are the rules and AC is right to stick by them. But status should have benefits and MM status in my mind should (within reason obviously) offer things like same-day change. To do otherwise is to imply that a MM is an E just the same as any other E which is simply not true.
The rules are the rules and AC is right to stick by them. But status should have benefits and MM status in my mind should (within reason obviously) offer things like same-day change. To do otherwise is to imply that a MM is an E just the same as any other E which is simply not true.
May 17, 2012, 8:39 pm
#14
Join Date: Jan 2009
Location: YYZ
Posts: 223
I'm with OP. Make the customer happy. It costs nothing to AC. Probably even saves them a few bucks in fuel. If there's a free seat on the direct flight, let him have it.
They stand to lose a lot more than $150 in revenue if OP decides to fly BA or UA next time.
They stand to lose a lot more than $150 in revenue if OP decides to fly BA or UA next time.
May 17, 2012, 9:29 pm
#15
Join Date: Oct 2010
Posts: 9
Today I checked in for my LHR-YYZ-YOW flight when I noticed the direct non stop LHR-YOW left 15 min later. It used to leave much earlier which never really worked for me.
So I politely asked if I could be moved to that flight. Yes but with a change fee of some $150 or was it GBP? Having already paid a big change fee for my outbound, I was not about to pay another fee for this flight but I was surprised and disappointed with ACs tough stance on changing tickets as I thought my request was very reasonable esp for a SE and AC MM. No dice!
So I politely asked if I could be moved to that flight. Yes but with a change fee of some $150 or was it GBP? Having already paid a big change fee for my outbound, I was not about to pay another fee for this flight but I was surprised and disappointed with ACs tough stance on changing tickets as I thought my request was very reasonable esp for a SE and AC MM. No dice!
Arbitrarily waiving any fee published in the tariffs is viewed as an attempt to garner competetive advantage over another (competing) airline.
As a result, if it were discovered it could attract fines for the airline doing it.
I believe this is why AC must uphold certain tariffs to avoid anti-competion complaints.
