Last edit by: yyznomad
For those intending to post in this thread...
To help provide up-to-date context, if you are posting about your wait time(s), please include the following information (in the example) to the best of your ability:
As of July 2022, AC has established a special line for those dealing with delayed or cancelled flights: 1.888.440.5641
Please use this number only for problems on the day of travel.
To help provide up-to-date context, if you are posting about your wait time(s), please include the following information (in the example) to the best of your ability:
Here's a good sample point, for once
Date and Time of Call-In: January 25, 2024, 14:35 Eastern
Elite Status Input: E75K
Department: Award/Errorplan
Hold Time: 4 Mins
Call Centre: Montreal
Comments: 15 Minutes to change a Priority Reward booking (Unflown), Beta Site wouldn't process changes.
Date and Time of Call-In: January 25, 2024, 14:35 Eastern
Elite Status Input: E75K
Department: Award/Errorplan
Hold Time: 4 Mins
Call Centre: Montreal
Comments: 15 Minutes to change a Priority Reward booking (Unflown), Beta Site wouldn't process changes.
As of July 2022, AC has established a special line for those dealing with delayed or cancelled flights: 1.888.440.5641
Please use this number only for problems on the day of travel.
Long Call Centre Wait Times
#482
Join Date: Jan 2021
Location: YYZ
Programs: Aeroplan SE, MB Gold, ALL Gold, Hilton Gold
Posts: 54
Data point from me; 1.5 hours (starting at 6:30pm Toronto time) as an SE... longest I have previously waited was 30 seconds or so. Wasn't urgent so i didn't care much and went about my business while waiting.
First FT post!
First FT post!
#484
Join Date: Aug 2019
Posts: 123
Called at 6:05am ET and had to wait 2 hours to get connected. At this point, all flights seem to be perpetually delayed because a 4hour delay on one flight would result in 4hr delays for all subsequent flights when there is not enough buffer in between scheduled flights, and all passengers that need to be accommodated are just continuously adding to the call centre queues.
#485
Join Date: Mar 2007
Location: Charlottetown, PE YYG
Programs: AC*SE, Bonvoy Lifetime Titanium
Posts: 303
Same. Gone from 90 seconds to 90 minutes plus. If they aren’t going to take care of their highest spend customers what’s the point. When you’re doing same day return flights you don’t have time to wait hours.
#488
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Over an hour on hold for a client with the AC Concierge two mornings ago, finally gave up on them.
Kudos for the quick very quick response from Customer Relations, but these online tools for changes for delayed or cancelled flights actually need to work so we dont have to call in:
Dear Mr XYZ,
Thank you for taking the time to write to us regarding your recent flight from Calgary to Toronto.
We are very sorry to hear that your original flight was delayed, and for the long wait when you attempted to reach our concierge team.
We know that the service we offer our Super Elite customers is important, and we are very sorry that we let you down on this occasion. We sincerely apologize for the wait that occurred when you tried to reach our Concierge team by phone, and for any inconvenience that this caused. They have been receiving a high volume requests lately, and we are working to reduce the wait times associated with contacting them.
As a goodwill gesture, we would like to offer you an Air Canada eCoupon in the amount of $200 CAD to use towards future travel with Air Canada. Please see below for more details.
We very much appreciate your continued loyalty and support, Mr. XYZ, and we hope we’ll have the opportunity to welcome you on board again in the near future.
The eCoupon was unexpected, as the request was for a refund of the same-day change fee due to the flight delay.
#489
Join Date: Mar 2004
Location: Toronto, Canada
Programs: Altitude 100K Super Elite; AC Million Miles; Emirates Gold; Bonvoy lifetime Platinum Elite;
Posts: 350
#491
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Canada
Programs: UA*1K MM
Posts: 23,293
#492
Join Date: Oct 2012
Location: YYC
Programs: AC SE
Posts: 2,341
SE spouse has been waiting on hold for >75 mins for either the concierge or SE reservations (called from 2 separate phones) to deal with an IRROPS situation. No auto-rebooking and self-service tools didn't offer anything. Finally got through to concierge after 75 mins.
#493
Join Date: Apr 2008
Location: Ottawa
Programs: Altitude E50K / *G
Posts: 924
Self service tools useless. Can't do anything.
#494
Join Date: Oct 2009
Location: YUL
Programs: AC SE (*A Gold), Bonvoy Platinum Elite, Hilton Gold, Amex Platinum / AP Reserve, NEXUS, Global Entry
Posts: 5,691
This is my biggest gripe… you have no choice but to wait on hold (about 70 minutes as an E75 in my most recent experience) because you’re so limited in what you can do on your own. On the plus side, the agents I’ve ultimately connected with have been resourceful and efficient, so at least there’s that.
#495
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Gave up on the E75K line after an hour on hold listening to our of date messaging about QR code uploading and testing on arrival. BA levels of service lately.