Check in agent not giving priority to priority queue
Jan 11, 2013, 5:34 pm
#1
Original Poster
Join Date: Nov 2012
Location: An airport somewhere
Programs: AC*E, HH gold
Posts: 4
Check in agent not giving priority to priority queue
Just had a bizarre experience. Sitting in the sudbury airport and, due to weather, flight gets cancelled. it happens, right?
About 30 people pour out of the gate area and into the ticketing desk area. There are 2 counters, both open. There is a queue of approximately 25 people, and I notice the elite/super elite lane is open with no queue. With our elite cards in hand, My colleague and I stand in the empty line.
I understand rebooking takes time and everyone is frustrated. The agent takes someone from the regular line, then someone from the regular line again. We don't say anything, thinking he just hasn't looked up to notice. After this happens 4 times, we politely ask if we are in the right place or if we should rejoin the pther queue. The agent, fairly rudely, tells us to relax and that he will get to everyone eventually.
We decide to call AC reservations and rebook there. I get a seat, my colleague does not. If he had taken from the priority line as is designed to be done(??) we would have both gotten seats.
I just don't understand - Is the line not for that purpose? Anyone flown through Sudbury and had a similar problem? The gate agent's name is Garnet.
About 30 people pour out of the gate area and into the ticketing desk area. There are 2 counters, both open. There is a queue of approximately 25 people, and I notice the elite/super elite lane is open with no queue. With our elite cards in hand, My colleague and I stand in the empty line.
I understand rebooking takes time and everyone is frustrated. The agent takes someone from the regular line, then someone from the regular line again. We don't say anything, thinking he just hasn't looked up to notice. After this happens 4 times, we politely ask if we are in the right place or if we should rejoin the pther queue. The agent, fairly rudely, tells us to relax and that he will get to everyone eventually.
We decide to call AC reservations and rebook there. I get a seat, my colleague does not. If he had taken from the priority line as is designed to be done(??) we would have both gotten seats.
I just don't understand - Is the line not for that purpose? Anyone flown through Sudbury and had a similar problem? The gate agent's name is Garnet.
Jan 11, 2013, 5:43 pm
#2
FlyerTalk Evangelist
Join Date: Mar 2005
Location: YYZ
Programs: AC*SE 2MM
Posts: 16,650
Yes AC should have taken from the priority line, but you've also learned a valuable lesson - calling the E/SE line is usually far faster and more effective than standing in line when a flgiht is delayed/cancelled.
Jan 11, 2013, 6:31 pm
#3
Join Date: Nov 2011
Location: Canada
Programs: AC E50K (*G), Westjet Gold
Posts: 788
during irrops/delays, everything can crumble. Yes, the agent should have helped you first and been polite, but of course, they were faced with an angry mob, so manners can dissappear 
Status/J pax are usually told to go to the MLL and find an agent there, or call their priority contacts/concierge for help, as agents at the gates get overwhelmed quickly. Whenever something like this happens to me, first thing I do is call. The agent in a cibicle on the other end of the line isn't as stressed as the agent facing a line of furious, tired pax!
Status/J pax are usually told to go to the MLL and find an agent there, or call their priority contacts/concierge for help, as agents at the gates get overwhelmed quickly. Whenever something like this happens to me, first thing I do is call. The agent in a cibicle on the other end of the line isn't as stressed as the agent facing a line of furious, tired pax!
Jan 11, 2013, 6:32 pm
#4
Join Date: Dec 2010
Location: YYZ
Programs: AC 50K, Marriott Lifetime Platinum
Posts: 1,548
+1 Never stand in line Call the E/SE line, rebook, grab a coffee and when the line is empty, go get your boarding pass.
Jan 11, 2013, 6:43 pm
#5
Join Date: Sep 2010
Location: YVR
Programs: AC*SE MM, Marriott Lifetime Titanium
Posts: 4,604
Echoing sentiments above to just call in.
But shouldn't status pax be given priority during IRROPS? Your colleague should write in regarding this (great that you have the name), especially if a) agents were not using priority line b) was rude to you.
I'd be pissed, and if all the above means he missed a flight then I think they'll probably throw him a discount code.
But shouldn't status pax be given priority during IRROPS? Your colleague should write in regarding this (great that you have the name), especially if a) agents were not using priority line b) was rude to you.
I'd be pissed, and if all the above means he missed a flight then I think they'll probably throw him a discount code.
Jan 11, 2013, 7:54 pm
#6
Join Date: Dec 2000
Location: Seat 1A
Programs: Non-status paid F/J (best value for $$$)
Posts: 4,124
According to a staff member of a major US carrier whom I met (also an FTer), during IRROPS, everything is pretty much on a first come first served basis.
Status only comes into play when the pax needs to be waitlisted on a flight.
Status only comes into play when the pax needs to be waitlisted on a flight.
Jan 11, 2013, 8:18 pm
#7
FlyerTalk Evangelist
Join Date: Mar 2005
Location: YYZ
Programs: AC*SE 2MM
Posts: 16,650
Jan 11, 2013, 8:30 pm
#8
Join Date: May 2003
Location: YEG
Programs: AC E50 MM, WJ Gold, Marriott Titanium Elite Lifetime
Posts: 3,082
Just had a bizarre experience. Sitting in the sudbury airport and, due to weather, flight gets cancelled. it happens, right?
About 30 people pour out of the gate area and into the ticketing desk area. There are 2 counters, both open. There is a queue of approximately 25 people, and I notice the elite/super elite lane is open with no queue. With our elite cards in hand, My colleague and I stand in the empty line.
I understand rebooking takes time and everyone is frustrated. The agent takes someone from the regular line, then someone from the regular line again. We don't say anything, thinking he just hasn't looked up to notice. After this happens 4 times, we politely ask if we are in the right place or if we should rejoin the pther queue. The agent, fairly rudely, tells us to relax and that he will get to everyone eventually.
We decide to call AC reservations and rebook there. I get a seat, my colleague does not. If he had taken from the priority line as is designed to be done(??) we would have both gotten seats.
I just don't understand - Is the line not for that purpose? Anyone flown through Sudbury and had a similar problem? The gate agent's name is Garnet.
About 30 people pour out of the gate area and into the ticketing desk area. There are 2 counters, both open. There is a queue of approximately 25 people, and I notice the elite/super elite lane is open with no queue. With our elite cards in hand, My colleague and I stand in the empty line.
I understand rebooking takes time and everyone is frustrated. The agent takes someone from the regular line, then someone from the regular line again. We don't say anything, thinking he just hasn't looked up to notice. After this happens 4 times, we politely ask if we are in the right place or if we should rejoin the pther queue. The agent, fairly rudely, tells us to relax and that he will get to everyone eventually.
We decide to call AC reservations and rebook there. I get a seat, my colleague does not. If he had taken from the priority line as is designed to be done(??) we would have both gotten seats.
I just don't understand - Is the line not for that purpose? Anyone flown through Sudbury and had a similar problem? The gate agent's name is Garnet.
Jan 11, 2013, 8:31 pm
#9
Join Date: May 2003
Location: YEG
Programs: AC E50 MM, WJ Gold, Marriott Titanium Elite Lifetime
Posts: 3,082
[QUOTE=The Lev;20029344]I think On My Way pax are the ones who get priority.
The MLL in YSB is lovely.
[/QUOTE
Don't run down the little cafe upstairs, spent many an hour there.
The MLL in YSB is lovely.
[/QUOTEDon't run down the little cafe upstairs, spent many an hour there.
Jan 12, 2013, 12:05 am
#10
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
Just had a bizarre experience. Sitting in the sudbury airport and, due to weather, flight gets cancelled. it happens, right?
About 30 people pour out of the gate area and into the ticketing desk area. There are 2 counters, both open. There is a queue of approximately 25 people, and I notice the elite/super elite lane is open with no queue. With our elite cards in hand, My colleague and I stand in the empty line.
I understand rebooking takes time and everyone is frustrated. The agent takes someone from the regular line, then someone from the regular line again. We don't say anything, thinking he just hasn't looked up to notice. After this happens 4 times, we politely ask if we are in the right place or if we should rejoin the pther queue. The agent, fairly rudely, tells us to relax and that he will get to everyone eventually.
We decide to call AC reservations and rebook there. I get a seat, my colleague does not. If he had taken from the priority line as is designed to be done(??) we would have both gotten seats.
I just don't understand - Is the line not for that purpose? Anyone flown through Sudbury and had a similar problem? The gate agent's name is Garnet.
About 30 people pour out of the gate area and into the ticketing desk area. There are 2 counters, both open. There is a queue of approximately 25 people, and I notice the elite/super elite lane is open with no queue. With our elite cards in hand, My colleague and I stand in the empty line.
I understand rebooking takes time and everyone is frustrated. The agent takes someone from the regular line, then someone from the regular line again. We don't say anything, thinking he just hasn't looked up to notice. After this happens 4 times, we politely ask if we are in the right place or if we should rejoin the pther queue. The agent, fairly rudely, tells us to relax and that he will get to everyone eventually.
We decide to call AC reservations and rebook there. I get a seat, my colleague does not. If he had taken from the priority line as is designed to be done(??) we would have both gotten seats.
I just don't understand - Is the line not for that purpose? Anyone flown through Sudbury and had a similar problem? The gate agent's name is Garnet.
). Of course, this does not mean that how you were treated by the agent was right. I'm just saying that's my way of making my life easier... never deal with the monkeys (sorry if I insulted any monkey out there)
Jan 12, 2013, 8:10 am
#11
Join Date: Jan 2013
Location: Moscow
Programs: Aeroplan, Hyatt, AA
Posts: 40
Very typical for AC sadly
A normal trip really
- flight delayed
- flight canx
- wait in endless line
- rude service
- give up and use the phone
- post on flyer talk
- most everyone has had a similar Air Canastrophe
I'm to the point that if isnt a US airline flying me into or out of my destination and if isn't Westjet flying me internally then I'll rent a car. I just can't risk the AC lottery of bad experiences
A normal trip really
- flight delayed
- flight canx
- wait in endless line
- rude service
- give up and use the phone
- post on flyer talk
- most everyone has had a similar Air Canastrophe
I'm to the point that if isnt a US airline flying me into or out of my destination and if isn't Westjet flying me internally then I'll rent a car. I just can't risk the AC lottery of bad experiences