To assist remi in this research (and I'm not being sarcastic), why don't we post the basic numbers for these other carriers (FF plan and/or revenue) that are so much better? Then remi can call them all without having to look them up.

I don't know if I have current numbers for any of them, but I'm sure people here do.

andrew

I think someone else said Wal-Mart was a bad analogy for AC, and this is an example why. Although I'm not a Wal-Mart shopper, and I don't like the effect they have on some cities' shopping district, I _do_ perceive them as very service oriented (not just greeters, which annoy me no end, but having the inventory, lots of registers open to keep lines, short, etc.), with a major technology infrastructure to support them.

andrew

Andrew Webber none of the good points you mention about WalMart are what AC were referring to when they made the comparison. Or so we all surmise.

I believe they were referring to the low cost, no frills, available to everyone type format.

NeverAtHome, you're right, but if AC is looking at Wal-Mart as popular and successful just because Wal-Mart is cheap, they're deluding themselves. Cheap is not enough.

andrew

What if convergence is already in place and all is now ready to start capitalizing on this infrastructure with great customer benefits... eh what if?? Do you really think AC does not care? Do you really think thousands of employees go to work every day thinking, gees.. I wonder how I can turn off another customer today? Blame the speed to market perhaps, but not the effort and will.

I believe the consistent message in this entire forum is that we as frequent flyers don't blame the staff (excepting the odd one or two), but we do lay alot of the blame for the resulting mess firmly on the doorstep of the management at AC.

Most of the comments, although sounding harsh and critical at time, are really the result of our frustration at not being able to influence the outcome of an airline we have all invested a lot of time and money in.

I don't think any of us want to see AC go under, but on the other hand, we don't want to put up with inferior service at an inflated price when we have an option to go elsewhere.

My previous points were that going to the level of service you were suggesting in terms of next generation call centre solutions will take alot of money and dedication on the part of AC management, and quite frankly, I don't see that happening in the near future, but it sure would be nice if it did. http://www.flyertalk.com/forum/smile.gif

Personally Remi, I wish you all the luck in the world in improving the service at AC's call centres - we all know first hand how badly they need the help.

I just got off the phone with AP and booked a flight for my daughter using my AP account. I waited exactly one ring and all went perfectly smoothly - the agent was especially courteous and helpful. She said she has had times when there were 15 minute waits. I tried the web site first - it got me down some blind alleys (selecting flights that I hadn't marked) and then I couldn't select a passenger other than myself. So I went to the phone and all is well. Maybe Good Friday has a special meaning at Aeroplan. Actually it is Excellent Friday.

The Aeroplan booking website is actually wonderful when it works... (although it sometimes return some bizzare connections)

I hope the new website that they are launching will allow us to do multi-city bookings (so we can add our stopovers in without having to call Aeroplan) and make use of the no capacity control benefit online as E and SE.