clipclop

Thanks

canadiancow

I have found Twitter to be very useful for upcoming travel, promotions, etc.

I know there was a deaf FTer who used Twitter all the time to make seat changes or anything else that required a phone call. I've had good luck with them looking into issues of mine, and even making "one time exceptions" to help me out

I didn't know there was an online chat.

Fax is so outdated they just need to eliminate it. It's great that they support it, but I had to fax Aeroplan a document once. There was no email option. So annoying....

For email, are you referring to the SE address, or something else? I've only ever emailed aeroplan.documents, but that's the only way to deal with those issues.

Telephone has worked well for me for new bookings, existing reservations, changes, cancellations, refunds, etc.

I am not going anywhere near Facebook for communicating with them

Face to face is hit or miss. The times I've seen (in person) people get really frustrated are with questions like "Why didn't I get a new Elite card this year?" as if the MLL agent has any idea.

If you use the appropriate medium for your request, it's a lot less stressful

superangrypenguin

I email Ben. He has been fantastic. <Both Bens>

Ia Ora

Ditto. Used it only a couple of times, but responses were almost immediate.

I found the e-mail address to be very efficient for inquiries. Have turnaround times of well under 48 hours and always very knowledgeable responses.

canadiancow

Oh. Those email addresses.

Yeah I've sent an email or two that way, but those weren't really communications I would have had if I hadn't met Ben.

Frequentlander

I used on-line chat to track a lost bag about a year ago when I was till flying AC all the time. It worked very well. Resolved the issue in 20 minutes.

superangrypenguin

Indeed. I've had it where either of the Bens would email me back well into the evenings and on weekends. It's one of the few reasons why I still have hope for Air Canada ^ Dedicated hard working employees like them (as well as Stephen K, Calin R, and a few others) who have welcomed my feedback and constructive criticism. Otherwise I'd be a jaded pissed off poster by now

Went to school with one of them (just didn't know it at the time - different grades, but same school) I don't see how meeting them in person would change anything. They've both been very helpful! I think I have both of their #'s, I haven't called them yet though, and if I do, it's because I'm literally up poops creek with something

Ia Ora

Had a major issue recently with Air India not crediting miles for a J ticket.

Called AP - superbly helpful agent. She said she would elevate it.
Called me back < 24 hours and said she learned that best approach would be to use the SE e-mail address.
Did so, had an acknowledgment < 24 hours and resolution in < 72.

Most efficient handling of this issue. Very impressed.

canadiancow

Because most of the interaction I've had could have been done over FT PMs, and I doubt I would have used any of their email addresses if they hadn't given me a card with it or asked me to email them.

I'm sure they'd all love a call from me at 3am because I didn't get the beef. Or because I was hungover and missed my flight.

superangrypenguin

With both scenarios I would not have contacted either of the Bens....but hey that's just me.

canadiancow

I just can't think of any scenario where airport staff would not be able to help me but a call to either Ben would get it resolved.

superangrypenguin

Just because you can't think of them doesn't mean it doesn't exist

PlaneWatcherYYC

The social media side of things has changed drastically due to the new Management behind it.. It used to be a lot more helpful, but because of this its gone downhill. If you want to know more feel free to PM me..

clipclop

Thanks

SparseFlyer

I think Social Media communication has become a complete joke.

So many times I have faced customers saying "you better do X or I will take this to social media".

Please.

Also, as a manager in a company that had social media presence, I would receive emails from the SM department when .... hit the fan with my underlings. 95% of the time, it was exaggerated BS and the employee had actually followed protocols and government regulations.

What really sucks is for the 5% who actually have a legitimate concern.

But with 95% of the communication being crap from people looking to make a buck, I am not surprised some companies are just going F it, and only give a basic presence on SM.