Best CS contact info?
Jun 24, 2013, 12:30 pm
#1
Original Poster
Join Date: Mar 2013
Programs: Marriott Titanium
Posts: 285
Best AC CS contact info?
Good evening
I've contacted customer services twice through the website form about an issue I had with IDB. I left ten days between each contact and have not received a reply apart from the automated "we have received your feedback" message.
Does anybody have a better e-mail to force a reply? Or do people have much luck with AC on Twitter? Or something else?
I'm based in the UK so calling is not an option unless through Skype, but I'd rather leave this as a last resort as it is not particularly clear.
Thanks!
I've contacted customer services twice through the website form about an issue I had with IDB. I left ten days between each contact and have not received a reply apart from the automated "we have received your feedback" message.
Does anybody have a better e-mail to force a reply? Or do people have much luck with AC on Twitter? Or something else?
I'm based in the UK so calling is not an option unless through Skype, but I'd rather leave this as a last resort as it is not particularly clear.
Thanks!
Last edited by PTY1K; Jun 24, 2013 at 12:38 pm
Jun 24, 2013, 12:42 pm
#2
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
If you have status with AC youll usually get a response pretty fast, but if dont its not uncommon to have to wait for 1-2months for a reply.
Calling generally doesnt help as the CS agents are not trained/allowed to deal with CS isssues, particularly when it comes to compensation.
If you dont get a response within 4-6 weeks, Id recommend contacting them via Facebook or Twitter.
Calling generally doesnt help as the CS agents are not trained/allowed to deal with CS isssues, particularly when it comes to compensation.
If you dont get a response within 4-6 weeks, Id recommend contacting them via Facebook or Twitter.
Jun 24, 2013, 12:51 pm
#4
FlyerTalk Evangelist
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum
Posts: 11,874
Well, the AC website feedback form has "Star Alliance Silver" as an option when selecting your status, so your request may get some priority. But considering it can take 1-2weeks to get a response as a SE, I would expect a waittime of at leat 1 month for a *S member.
Jun 24, 2013, 2:51 pm
#7
Join Date: Sep 2012
Location: YYZ (YUL/LHR)
Programs: AC - E50, CX - G, Accor Plat, SPG Gold
Posts: 903
Investigation time has to be added to the general processing time. The ten days would refer to a simple case that they can close down with an adaptation of a standard form letter.
Is it a statutory IDB case? If so, you will likely have to elevate, frontline have proven clueless to me but have received very good resolution up the food chain.
Is it a statutory IDB case? If so, you will likely have to elevate, frontline have proven clueless to me but have received very good resolution up the food chain.
Jun 24, 2013, 3:11 pm
#8
Original Poster
Join Date: Mar 2013
Programs: Marriott Titanium
Posts: 285
I am asking for ORC so maybe it's a bit more complicated but the first e-mail was sent 4 weeks ago. Maybe I'm being optimistic but I would have expected some kind of contact since then. How would I elevate it with AC?
Jun 24, 2013, 3:56 pm
#9
Join Date: Sep 2012
Location: YYZ (YUL/LHR)
Programs: AC - E50, CX - G, Accor Plat, SPG Gold
Posts: 903
I don't think exec would get involved in ORC, it is not an entitlement by law or tariff.
I'd await CSR reply, if not happy try twitter but I believe AC rarely if ever credit it.
I'd await CSR reply, if not happy try twitter but I believe AC rarely if ever credit it.
Jun 24, 2013, 8:47 pm
#10
A FlyerTalk Posting Legend
Join Date: Sep 2012
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I'm going to be putting in a request for some ORC in a week or two, but it's more of a hopeful wish than an expectation that I'll get anything.