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Turn Around Time for Response for Email Customer Issues?

Turn Around Time for Response for Email Customer Issues?

Old Sep 24, 13, 6:59 pm
  #1  
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Join Date: Sep 2000
Location: Ottawa, Ontario, Canada
Programs: Aeroplan SE AND 1MM, HHonors Gold, Marriott Rewards Gold, Fairmont President Club Platinum
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Turn Around Time for Response for Email Customer Issues?

When I send an email through the AC web site on some flight issue, I do get an automatic response stating it may take 15 days (is that actual days or working days?) for the response to come back.

As a SE, I have (at least over the last 12 months) seldom noticed a response more than 2 working days later after forwarding my question to AC.

I sent a question on behalf of my wife (E35K), in her own name, 13 days ago. I am still awaiting for the response.

So, what is the average response time to passengers with the following Altitude/Aeroplan status?

S100K (have the response times to me been the norm for SEs?)
E75K
E50K
E35K
P25K
Basic
FlyerGoldII is offline  
Old Sep 24, 13, 7:10 pm
  #2  
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I once received a phone call first thing the next morning.

Mind you, issue was serious and I probably could have filed a complaint for tariff violation.
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Old Sep 24, 13, 8:32 pm
  #3  
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Originally Posted by Stranger View Post
I once received a phone call first thing the next morning.

Mind you, issue was serious and I probably could have filed a complaint for tariff violation.
Interesting. I submitted a form to United the other day for an issue of similar severity, but have heard nothing yet.

As for AC, I've found it varies heavily. Less than a week to several weeks.
canadiancow is online now  
Old Sep 24, 13, 8:40 pm
  #4  
 
Join Date: Jan 2013
Programs: Aeroplan Diamond, SPG Plat, Hilton Gold, Marriott
Posts: 1,820
Mine took about 20 days to get a reply for a compensation issue.
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Old Sep 24, 13, 9:44 pm
  #5  
 
Join Date: Sep 2008
Location: YVR
Programs: AC*SE-MM, BA Silver, Marriott Titanium
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Any time I've emailed it's been to [email protected] and they've told me they can't help me with anything except reward tickets.

Emails to the concierge are answered very quickly and actioned properly too, though.
krayZpaving is offline  
Old Sep 25, 13, 12:05 am
  #6  
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Join Date: Jan 2010
Location: Calgary, Alberta
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Email responses I've received from airlines take upwards to 20 or 30 days. Terse responses..

I'd rather talk to someone over the phone regarding compensation and complaints. Email, the airlines just leave for some time, and then drop a nice refusal to help with anything reasonable it seems.
Ancien Maestro is offline  
Old Sep 25, 13, 7:45 am
  #7  
 
Join Date: Jul 2006
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I sent a direct question to AC Altitude on Twitter and my response was within a minute.
Silvercity is offline  
Old Sep 25, 13, 8:06 am
  #8  
 
Join Date: Oct 2012
Location: MUC
Programs: AC*SE100(pending) Hertz Gold
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The superelite email still goes to Aeroplan, and as noted above, they are only interested in Aeroplan issues. They forward to Air Canada to some unknown address. When will the modify the process now that it is two separate programs, Altitude and Distinction?
EuroRob is offline  
Old Sep 25, 13, 8:24 am
  #9  
 
Join Date: Aug 2012
Programs: AC Altitude E75K (*G), NEXUS
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+1 on Twitter. Both AirCanada and ACAltitude have been prompt and they actually can make things happen. May not deal with compensation, I guess, but for things like "I can't select my seat" or "can you have someone meet my flight for special assistance", they have been great.
flyquiet is offline  

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