Mauricio23

Done. Though, by the looks of it, this is a systemic problem and not something that "fell through the cracks" (a phrase Ben has been using a lot lately).

PLeblond

Agreed.

I appreciate the input from upstairs from the AC people. I would hate for people to us them as a fix for their personal gripes.

Maybe advise them of the issue so it can be fixed/improved/resolved through regular channels, but in no way would I want their presence here to make them personal problem solvers for FTers. As much over-entitlement as I sense around here, I would hope members understand that they are not here to be personal valets.

My 2 cents.

Geoflying

+1

SparseFlyer

inb4 "Benjamin Lipsey, Manager and Flyertalk Concierge at Air Canada"

Ben Lipsey

LOL ^

Mauricio23

Just an update - Ben took care of the issue.
There was some confusion because I first purchased two preferred seats, which were refunded because of a schedule change. I then purchased a second set of preferred seats. When these were also not honored, either the system or the person in charge got confused by the first set of refunds. Still sloppy, but more understandable.

Mauricio23

Second update - I just received a response from an @help-aircanada.com email address - not sure if this is customer relations or refund services. It contains a personalized apology, and a $100 Air Canada gift card.

I am truly impressed. This is the kind of gesture that gets a customer to come back after a screw-up (hint: not a 5% coupon off the base fare). Owning up to mistakes is good karma - I will be using that gift card soon. (And Ben, if it is your hand behind this, you should find a way to make it policy).

Royal Flusher

This is very interesting to me. I have a similar, but kind of weird case.

I purchased a business class upgrade on Rouge. Due to weather issues at my originating airport, my Jazz flight arrived at YYZ late and I missed the Rouge flight and AC rebooked me through to ORD, and then on a United flight from ORD to LAS.

I was in business class on the AC flight from YYZ to ORD, but United put me in economy.

So I didn't get business class from YYZ to LAS as I had paid for and I've applied for compensation.

It's been almost 4 weeks since I filed the complaint.

Meanwhile, United coughed up a $50 voucher (based on other unrelated complaints on that leg of the flight that had nothing to do with AC). It took them 9 days to set the matter straight with me.

swonder

Just adding a data point here:

- Purchased preferred seat for a flight in February
- Involuntarily reseated to a regular seat due to an equipment swap
- Asked agent -- Will I receive a refund for my preferred seat? ("yes"); Will it happen automatically? ("yes")
- There was no automatic refund
- Filed a request for refund with Customer Relations (NOT refund services, as per instructions on website for preferred seat refunds)
- Response promised within 20 business days
- Still waiting, just checked and currently at business day 23. And counting.