July 2015 - New AC Listens survey on customer complaints
Jul 7, 2015, 6:11 pm
#3
FlyerTalk Evangelist
Join Date: Mar 2005
Location: YYZ
Programs: AC*SE 2MM
Posts: 16,678
I also did the survey. Suggested response in under 24 hours is what is expected (can't believe they offered timelines going on for weeks and think people would find that reasonable.
In my comments I chastised them for arbitrary decision that contradict what AC has said/written with no explanation.
In my comments I chastised them for arbitrary decision that contradict what AC has said/written with no explanation.
Jul 7, 2015, 7:34 pm
#4
Join Date: Feb 2007
Location: YVR
Programs: Erstwhile Accidental AC E35K
Posts: 2,925
It seems to me that the world would be a better place if AC spent their time and energy improving the service instead of improving how they respond to and compensate complaints. 
Disney training for the staff?
Disney training for the staff?
Jul 7, 2015, 9:34 pm
#8
Join Date: Oct 2008
Location: YYC
Posts: 4,035
I read that question as referring to a final conclusion, not initial response, so I put 2-4 days. I think if they are actually trying to get the needed information to investigate and solve a problem, and not just randomly compensate, then a couple emails back and forth is expected, and I don't have a problem with that stretching over a few days.
Jul 8, 2015, 10:37 am
#10
Join Date: Jan 2010
Location: YVR
Posts: 2,120
Maybe I'm just being nit-picky, but how exactly do they expect us to respond post travel through the "Web App available via the in-flight entertainment system"?
To me, questions like that imply they aren't even paying attention to what they are asking, and doesn't exactly give credence to the idea that they will pay attention to the answers we give.
To me, questions like that imply they aren't even paying attention to what they are asking, and doesn't exactly give credence to the idea that they will pay attention to the answers we give.
Jul 8, 2015, 10:34 pm
#11
Join Date: Jul 2004
Programs: AC.SE
Posts: 2,578
Jul 9, 2015, 2:58 am
#12
Suspended
Join Date: Dec 2010
Posts: 4,153
Or one of the 0.0000001% who have been told publicly that their opinion doesn't count at all.
Last edited by FlyerTalker683455; Jul 9, 2015 at 4:55 am
Go figure!!!!
Jul 10, 2015, 12:48 pm
#14
Join Date: Nov 2011
Location: CYYC
Programs: Aeroplan, Westjet
Posts: 182
It's not necessarily the Customer Relations department directly that's the issue, its the fact that it can take a dogs age for the staff there to get the info they need for their investigations. If you think AC CR Canada is bad, the UK/Europe is 5x worse..
I've seen the volume of files those agents deal with, it's not as easy as some may think.. On the flip side if people stopped complaining about the small things, the wait times wouldn't be as bad.
I've seen the volume of files those agents deal with, it's not as easy as some may think.. On the flip side if people stopped complaining about the small things, the wait times wouldn't be as bad.
Jul 10, 2015, 1:10 pm
#15
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,416
It's not necessarily the Customer Relations department directly that's the issue, its the fact that it can take a dogs age for the staff there to get the info they need for their investigations. If you think AC CR Canada is bad, the UK/Europe is 5x worse..
I've seen the volume of files those agents deal with, it's not as easy as some may think.. On the flip side if people stopped complaining about the small things, the wait times wouldn't be as bad.
I've seen the volume of files those agents deal with, it's not as easy as some may think.. On the flip side if people stopped complaining about the small things, the wait times wouldn't be as bad.
Sounds way too subjective.