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Question: Who to contact for Manage My Bookings problem?

Question: Who to contact for Manage My Bookings problem?

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Old Jul 9, 12, 2:54 pm
  #1  
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Join Date: Aug 2009
Programs: United, SIA, Delta, Emirates, BA, Continental, etc.
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Who to contact for Manage My Bookings problem?

I cannot retrieve my reservations by Aeroplan number or ticket reference code at the Air Canada Manage My Bookings webpage. This is the error message I get:

Flight Booking
We are temporarily unable to process your request.
If the problem persists, please contact Website Assistance and provide this error message number. (9102)

I have both e-mailed and called Air Canada - twice - about this problem. Although AC confirms over the phone that I have reservations, they have not resolved the problem over the past week. Who should I contact at AC? E-mail would be preferred. Thanks.
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Old Jul 9, 12, 4:03 pm
  #2  
 
Join Date: Dec 2011
Location: Vancouver, Canada
Programs: StarAlliance (Aeroplan)
Posts: 498
Originally Posted by wildyorkie View Post
I cannot retrieve my reservations by Aeroplan number or ticket reference code at the Air Canada Manage My Bookings webpage. This is the error message I get:

Flight Booking
We are temporarily unable to process your request.
If the problem persists, please contact Website Assistance and provide this error message number. (9102)

I have both e-mailed and called Air Canada - twice - about this problem. Although AC confirms over the phone that I have reservations, they have not resolved the problem over the past week. Who should I contact at AC? E-mail would be preferred. Thanks.
(I just re-read your message and noticed you were having problems with AC manage my bookings and not AP manage my rewards which is what I had difficulties with. Please ignore #2 below)


I've had this problem many times and although I was told it would be fixed it never was. It seems to happen when you make a change to a booking which involves a change in fees or taxes.

1 - You can call Aeroplan at any time and ask them to email your booking.

2 - You can go to AirCanada.com and see your booking (Go to Manage My Bookings) with the Aeroplan Booking code. This will work even if you do not have any AirCanada flights on your booking.

3 - If you have other carriers on your booking call each of them and ask them for your booking code (it will be different than the Aeroplan Code). With this code you can login to each carrier's website (Manage my bookings) and you will see this carrier's flights. Also sometimes one carrier will show other carrier's flights as well.

4 - With the Aeroplan code (Usually this doesn't work but it might) or with any of the other codes you received in #3 above go to:
www.checkmytrip.com and you will see most (if not all) of your flights.


WARNING:

If you see an error in #2 above, (you may see the same flights appear twice or it will say Change of Airport required) You should call Aeroplan as there was a change to your flights.


You mentioned you prefer emails, I don't think emailing the carriers will work as you have to give them private information and usually companies don't respond to emails very quickly (2-3 days at best). If you are out of the country and calling Toll Free #'s are not convenient or even possible use SKYPE as they will let you call North American Toll Free Numbers for free.

If the Aeroplan account is not in your name, call 1 time with the person that it belongs to and ask them to add you to the account, after this you can call on their behalf.




I hope this helps,

I.T.

Last edited by InsaneTravel; Jul 9, 12 at 4:11 pm Reason: Re-read original post and realized the problem was NOT with AP but AC manage my bookings. Adjusted my post.
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Old Jul 9, 12, 7:16 pm
  #3  
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Originally Posted by InsaneTravel View Post
I've had this problem many times and although I was told it would be fixed it never was. I.T.
You might think that the Air Canada I.T. Dept. might hire a precocious 12 year old to figure this out.

In the meantime, is there anyone at AC you might suggest contacting?
Thank you.
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Old Jul 9, 12, 8:24 pm
  #4  
 
Join Date: Mar 2005
Location: Calgary
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Posts: 2,338
Originally Posted by wildyorkie View Post
You might think that the Air Canada I.T. Dept. might hire a precocious 12 year old to figure this out.

In the meantime, is there anyone at AC you might suggest contacting?
Thank you.
This used to be a very common problem with AC.com. Almost every time there was a schedule change or someone made a change ("touched") your file, it would no longer display online. AC.com has become much better at displaying bookings, but failures still occur (AE.com is completely useless for retrieving bookings...it fails more often than it works IME).

IIRC there is a number they tell you to call when you get this error message. You end up with a completely clueless bunch of people in PEI who tell you it's a known problem. They offer no solution to make it work again.

Best advise I can give is to call AE and have them 'clean' your file of any schedule changes. This often makes your PNR viewable online again.
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Old Jul 9, 12, 8:25 pm
  #5  
 
Join Date: Dec 2011
Location: Vancouver, Canada
Programs: StarAlliance (Aeroplan)
Posts: 498
If it's an Aeroplan redemption I would call Aeroplan and ask them if they can re-issue the ticket, this should help.

If this is a revenue ticket you will have to deal with Air Canada. Ask them to re-issue the ticket, if the PNR changes the booking should show up on the AC Manage my bookings.

If they can't re-issue the ticket, see if you can get a Paper Ticket (You may have to go to the airport to get it). This won't fix the website problem but it will re-assure you that the booking is valid.
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Old Jul 9, 12, 9:17 pm
  #6  
ABG
 
Join Date: Mar 2004
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Originally Posted by InsaneTravel View Post
If they can't re-issue the ticket, see if you can get a Paper Ticket (You may have to go to the airport to get it). This won't fix the website problem but it will re-assure you that the booking is valid.
a paper ticket would also require a time machine since they vanished in 2008
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Old Jul 9, 12, 9:24 pm
  #7  
 
Join Date: Dec 2011
Location: Vancouver, Canada
Programs: StarAlliance (Aeroplan)
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Originally Posted by ABG View Post
a paper ticket would also require a time machine since they vanished in 2008
Strange.... in late 2010 my wife used her Lastname+Mylastname on an Aeroplan ticket and it was deemed too long, they told us to go to the airport to get what I thought was a "Paper Ticket". Perhaps it was something else?



What's the opposite of an E-Ticket?
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Old Jul 11, 12, 1:06 am
  #8  
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Question for Andrew Yiu AC representative

Originally Posted by yycworldtraveler View Post
there is a number they tell you to call when you get this error message. You end up with a completely clueless bunch of people ...
Hi Andrew - I'm looking forward to flying with AC. I like your program for small businesses and your fares and schedules are better than expected.

When I tried to upgrade to preferred seats, I ran into a problem - my reservation record disappeared from the Manage My Bookings webpage.

I soon discovered from reading this forum that lots of people have experienced similar problems - for years. And the problem never gets fixed.

If AC were a start-up airline or a third world airline, these problems might be expected. But AC is supposed to be the top ranked North American airline.

Who at AC is accountable for this systemic failure of your reservation system and why isn't AC doing anything to fix this chronic problem?
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