Launch Update: Air Canada Altitude

Old Feb 27, 13, 7:18 am
  #1  
No longer with Air Canada
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Join Date: Dec 2011
Posts: 88
Launch Update: Air Canada Altitude

Hi everyone

We're heavily in the midst of preparation for launch of Altitude on Friday. As previously communicated, Altitude status will become effective March 1.

A few points to clarify:
  • Altitude packages All Altitude membership packages were deployed as of last Friday (February 22). We had begun shipping them 10 days before that. As some of you have noticed, Elite 50K and Elite 75K kits were dropped first. Despite much discussion to the contrary, the kits were deployed very strategically, to ensure that packages being shipped internationally were sent out first (they would take the longest to reach their destination), while those being sent close to our fulfillment source (Ontario & Quebec) would be last. Therefore, we are confident that almost all members will find their packages in their mailbox by Friday.

  • Traveling on or after March 1 Should you be in transit, or otherwise unable to have your new Altitude membership card in hand, don't worry. We'll ensure that you're still eligible for the priority services & membership privileges to which you're entitled. We expect that in most cases, your status will appears seamlessly on your airport documents, such as boarding passes. If not, agents at the airport will be able to remove & re-enter your Aeroplan Number on your reservation to ensure that the latest status information appears. For Maple Leaf Lounge access, our agents are aware of this issue and will validate your status in our system if you aren't able to produce a card. Similarly, we have communicated this message to our Star Alliance partners, particularly within our key hub airports, and we will be doing our best to ensure they have the information required grant you lounge access.

  • Choosing your Select Privileges As previously communicated, selection will begin the week of February 25. For various technical reasons, at this point, we expect it to commence on Friday, March 1. We will begin deploying Selection Invitation e-mails to members, but not to all members simultaneously, as this could impact the performance of the website. However, there's no need to wait for the e-mail as soon as we advise that the altitude.aircanada.com site is live, you can go on to make your selection immediately. We'll let you know here once the site is ready.

  • eUpgrades As part of choosing your Select Privileges, you will have the option to choose eUpgrade Credits. As many of you are aware, it typically takes approximately 24 (but in some cases, up to 48) hours to have the credits deposited in your account. Therefore, the more quickly you select, the more quickly you will receive your new eUpgrade Credits.
As we approach the official launch of Altitude, we appreciate your understanding as we are trying to manage a myriad of complex technical and operational issues. Please know that we are doing our absolute utmost to ensure that Altitude meets your expectations when we launch in just a few days time.
Air Canada Altitude is offline  
Old Feb 27, 13, 7:24 am
  #2  
 
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Thanks for the communication. You could have prevented a lot of hand wringing with this message two weeks ago. Better late than never I suppose.
LockheedElectra is offline  
Old Feb 27, 13, 7:26 am
  #3  
 
Join Date: Jul 2006
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No, you do not have my understanding.

There is really no excuse to leave things till last minute like this. Leaving this till the last minute is absolutely poor planning, and now you guys seem to blame further delays for ON and PQ on weather. There is nothing strategic about a self-imposed emergency.

Since some people are indeed traveling March 1 or soon after, consider, as a goodwill gesture, extending otherwise expiring eUpgrade credits for a week until your mess is sorted out.
mudd_stuffin is offline  
Old Feb 27, 13, 7:26 am
  #4  
 
Join Date: Sep 2009
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Shipping out the packages to the SEs last does not seem terribly strategic. Take care of your most frequent flyers last?

Thanks at least for clarifying that some effort will be made to communicate with partner lounges. This would have been a real slap in the face to your elites.

Still doesn't help those trapped in eupgrade limbo (though I'm one of the lucky ones who avoided it)
YULforever is offline  
Old Feb 27, 13, 7:28 am
  #5  
 
Join Date: Sep 2011
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The mistake that AC made from the perspective of the frequent flyer is that we should have been able to select our benefits on February 19th in order to make the March 1 date seamless.

If it takes up to 48 hours for E upgrade credits to be deposited into accounts and SE's can request an upgrade 7 days before their flight AC should have allowed a minimum of 9 days prior to March 1 for people to select their privileges.

I would suggest that now that AC has admitted that this has taken longer than it should have that at a minimum those of us who still have 2012/13 credits should have the use of those extended to March 9th (assuming the website goes live on March 1).
MQS007 is offline  
Old Feb 27, 13, 7:28 am
  #6  
 
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Originally Posted by YULforever View Post
Shipping out the packages to the SEs last does not seem terribly strategic. Take care of your most frequent flyers last?

Thanks at least for clarifying that some effort will be made to communicate with partner lounges. This would have been a real slap in the face to your elites.

Still doesn't help those trapped in eupgrade limbo (though I'm one of the lucky ones who avoided it)
To me, taking case of most frequent flyers last = slap in the face.
mudd_stuffin is offline  
Old Feb 27, 13, 7:29 am
  #7  
 
Join Date: Jan 2013
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This is preceisely why I joined FT - thanks for the update.

Originally Posted by Air Canada Top Tier View Post
As previously communicated, selection will begin the week of February 25. For various technical reasons, at this point, we expect it to commence on Friday, March 1.
Translation: "The IT Guy was in a mood."
TravellingGypsy is offline  
Old Feb 27, 13, 7:30 am
  #8  
 
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Originally Posted by Air Canada Top Tier View Post
Hi everyone

We're heavily in the midst of preparation for launch of Altitude on Friday. As previously communicated, Altitude status will become effective March 1.

A few points to clarify:
  • Altitude packages All Altitude membership packages were deployed as of last Friday (February 22). We had begun shipping them 10 days before that. As some of you have noticed, Elite 50K and Elite 75K kits were dropped first. Despite much discussion to the contrary, the kits were deployed very strategically, to ensure that packages being shipped internationally were sent out first (they would take the longest to reach their destination), while those being sent close to our fulfillment source (Ontario & Quebec) would be last. Therefore, we are confident that almost all members will find their packages in their mailbox by Friday. We intentionally ignored that fact that some of our Top Tier members might actually be frequent flyers and don't care that they won't have credentials on hand while travelling.

  • Traveling on or after March 1 Should you be in transit, or otherwise unable to have your new Altitude membership card in hand, don't worry. We'll ensure that you're still eligible for the priority services & membership privileges to which you're entitled. We expect that in most cases, your status will appears seamlessly on your airport documents, such as boarding passes. If not, agents at the airport will be able to remove & re-enter your Aeroplan Number on your reservation to ensure that the latest status information appears. For Maple Leaf Lounge access, our agents are aware of this issue and will validate your status in our system if you aren't able to produce a card. Similarly, we have communicated this message to our Star Alliance partners, particularly within our key hub airports, and we will be doing our best to ensure they have the information required grant you lounge access. We fully realize that our Star Alliance partners will refuse to grant you access to the lounges without a valid card, but that's not our problem.

  • Choosing your Select Privileges As previously communicated, selection will begin the week of February 25. For various technical reasons, at this point, we expect it to commence on Friday, March 1. We will begin deploying Selection Invitation e-mails to members, but not to all members simultaneously, as this could impact the performance of the website. However, there's no need to wait for the e-mail as soon as we advise that the altitude.aircanada.com site is live, you can go on to make your selection immediately. We'll let you know here once the site is ready. To summarize, selection of your privileges is expected to commence after you should already be benefitting from them.

  • eUpgrades As part of choosing your Select Privileges, you will have the option to choose eUpgrade Credits. As many of you are aware, it typically takes approximately 24 (but in some cases, up to 48) hours to have the credits deposited in your account. Therefore, the more quickly you select, the more quickly you will receive your new eUpgrade Credits. Don't expect to be able to use our award-winning eUpgrade program before April.
As we approach the official launch of Altitude, we appreciate your understanding as we are trying to manage a myriad of complex technical and operational issues. Please know that we are doing our absolute utmost to ensure that Altitude meets your expectations when we launch in just a few days time. Our editor spent too much time trying to put a sympathetic spin on our incompetence that we didn't bother to check our grammar.
Here, I fixed it.
ffsim is offline  
Old Feb 27, 13, 7:50 am
  #9  
 
Join Date: Apr 2011
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Originally Posted by mudd_stuffin View Post
No, you do not have my understanding.

There is really no excuse to leave things till last minute like this. Leaving this till the last minute is absolutely poor planning, and now you guys seem to blame further delays for ON and PQ on weather. There is nothing strategic about a self-imposed emergency.

Since some people are indeed traveling March 1 or soon after, consider, as a goodwill gesture, extending otherwise expiring eUpgrade credits for a week until your mess is sorted out.
Agree.
At least, extending the current e-upgrade for 2 weeks.
I don't have any travel beginning of March but would be very angry to not be able to upgrade if I did.
Yul_voyager is offline  
Old Feb 27, 13, 7:54 am
  #10  
 
Join Date: Oct 2009
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Originally Posted by Air Canada Top Tier View Post
Hi everyone

We're heavily in the midst of preparation for launch of Altitude on Friday. As previously communicated, Altitude status will become effective March 1.

A few points to clarify:
  • Altitude packages All Altitude membership packages were deployed as of last Friday (February 22). We had begun shipping them 10 days before that. As some of you have noticed, Elite 50K and Elite 75K kits were dropped first. Despite much discussion to the contrary, the kits were deployed very strategically, to ensure that packages being shipped internationally were sent out first (they would take the longest to reach their destination), while those being sent close to our fulfillment source (Ontario & Quebec) would be last. Therefore, we are confident that almost all members will find their packages in their mailbox by Friday.

  • Traveling on or after March 1 Should you be in transit, or otherwise unable to have your new Altitude membership card in hand, don't worry. We'll ensure that you're still eligible for the priority services & membership privileges to which you're entitled. We expect that in most cases, your status will appears seamlessly on your airport documents, such as boarding passes. If not, agents at the airport will be able to remove & re-enter your Aeroplan Number on your reservation to ensure that the latest status information appears. For Maple Leaf Lounge access, our agents are aware of this issue and will validate your status in our system if you aren't able to produce a card. Similarly, we have communicated this message to our Star Alliance partners, particularly within our key hub airports, and we will be doing our best to ensure they have the information required grant you lounge access.

  • Choosing your Select Privileges As previously communicated, selection will begin the week of February 25. For various technical reasons, at this point, we expect it to commence on Friday, March 1. We will begin deploying Selection Invitation e-mails to members, but not to all members simultaneously, as this could impact the performance of the website. However, there's no need to wait for the e-mail as soon as we advise that the altitude.aircanada.com site is live, you can go on to make your selection immediately. We'll let you know here once the site is ready.

  • eUpgrades As part of choosing your Select Privileges, you will have the option to choose eUpgrade Credits. As many of you are aware, it typically takes approximately 24 (but in some cases, up to 48) hours to have the credits deposited in your account. Therefore, the more quickly you select, the more quickly you will receive your new eUpgrade Credits.
As we approach the official launch of Altitude, we appreciate your understanding as we are trying to manage a myriad of complex technical and operational issues. Please know that we are doing our absolute utmost to ensure that Altitude meets your expectations when we launch in just a few days time.
Wow, what a screwup!! So why don't we get extensions on our E-upgrades? What if we get refused in a star alliance lounge, how can we get reimburse by AC?
blockerca is offline  
Old Feb 27, 13, 7:54 am
  #11  
 
Join Date: Feb 2009
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Originally Posted by ffsim View Post
Here, I fixed it.
This made me laugh a lot!
quank is offline  
Old Feb 27, 13, 8:03 am
  #12  
 
Join Date: Dec 2010
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Posts: 635
I guess this is why the new name for the program is "Attitude"....
hazcaddy is offline  
Old Feb 27, 13, 8:03 am
  #13  
 
Join Date: Feb 2005
Posts: 7,128
Originally Posted by Air Canada Top Tier View Post
Hi everyone

We're heavily in the midst of preparation for launch of Altitude on Friday. As previously communicated, Altitude status will become effective March 1.

A few points to clarify:
  • Altitude packages All Altitude membership packages were deployed as of last Friday (February 22). We had begun shipping them 10 days before that. As some of you have noticed, Elite 50K and Elite 75K kits were dropped first. Despite much discussion to the contrary, the kits were deployed very strategically, to ensure that packages being shipped internationally were sent out first (they would take the longest to reach their destination), while those being sent close to our fulfillment source (Ontario & Quebec) would be last. Therefore, we are confident that almost all members will find their packages in their mailbox by Friday.

  • Traveling on or after March 1 Should you be in transit, or otherwise unable to have your new Altitude membership card in hand, don't worry. We'll ensure that you're still eligible for the priority services & membership privileges to which you're entitled. We expect that in most cases, your status will appears seamlessly on your airport documents, such as boarding passes. If not, agents at the airport will be able to remove & re-enter your Aeroplan Number on your reservation to ensure that the latest status information appears. For Maple Leaf Lounge access, our agents are aware of this issue and will validate your status in our system if you aren't able to produce a card. Similarly, we have communicated this message to our Star Alliance partners, particularly within our key hub airports, and we will be doing our best to ensure they have the information required grant you lounge access.

  • Choosing your Select Privileges As previously communicated, selection will begin the week of February 25. For various technical reasons, at this point, we expect it to commence on Friday, March 1. We will begin deploying Selection Invitation e-mails to members, but not to all members simultaneously, as this could impact the performance of the website. However, there's no need to wait for the e-mail as soon as we advise that the altitude.aircanada.com site is live, you can go on to make your selection immediately. We'll let you know here once the site is ready.

  • eUpgrades As part of choosing your Select Privileges, you will have the option to choose eUpgrade Credits. As many of you are aware, it typically takes approximately 24 (but in some cases, up to 48) hours to have the credits deposited in your account. Therefore, the more quickly you select, the more quickly you will receive your new eUpgrade Credits.
As we approach the official launch of Altitude, we appreciate your understanding as we are trying to manage a myriad of complex technical and operational issues. Please know that we are doing our absolute utmost to ensure that Altitude meets your expectations when we launch in just a few days time.
It appears that AC has deliberately ignored those members flying on a Latitude Flight Pass or Latitude fare who want to confirm their upgrade at time of booking on trips after Feb. 28, 2013.
Clipper801 is offline  
Old Feb 27, 13, 8:15 am
  #14  
 
Join Date: Oct 2012
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Originally Posted by Clipper801 View Post
It appears that AC has deliberately ignored those members flying on a Latitude Flight Pass or Latitude fare who want to confirm their upgrade at time of booking on trips after Feb. 28, 2013.
Latitude flight pass should still have complimentary upgrade 48 hours prior (closer to 72 hours for evening flights) from J space rather than R space.

I just made 2 upgrades this week
Kodeslinger is offline  
Old Feb 27, 13, 8:21 am
  #15  
 
Join Date: Jul 2006
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Thank You Top Tier with the update. I'm one of thous traveling over the handover and I wasn't concerned one bit.
No matter when you may have sent this. You just couldn't satisfy all.
Silvercity is offline  

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