Aeroplan - Simple ticket change challenges unbelievable
Nov 11, 2016, 6:51 pm
#1
Original Poster
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,105
Aeroplan - Simple ticket change challenges unbelievable
Simple change to an award ticket. I'm super-elite
- she starts to make the change and seems to succeed
- then her computer crashes.
- so I'm put on hold while she figures this out
- 10 minutes later, she's back
- credit card authorization is done
- I'm told it's declined
- I do it again
- then I notice it has come through as a transaction on my iPhone (linked via Apple Pay to my Amex)
- she asks me to use another card, I indicate I see that it has gone through
-she puts me on hold to talk to a supervisor
- while on hold, the 2nd charge comes through (see again on my iPhone)
-- still on hold
Seriously, this is the worst company on the planet.
I dread to discover what I am going to have to do to get the 2nd charged voided
Time elapsed: 15 minutes so far. For a simple frickin' flight change.
- she starts to make the change and seems to succeed
- then her computer crashes.
- so I'm put on hold while she figures this out
- 10 minutes later, she's back
- credit card authorization is done
- I'm told it's declined
- I do it again
- then I notice it has come through as a transaction on my iPhone (linked via Apple Pay to my Amex)
- she asks me to use another card, I indicate I see that it has gone through
-she puts me on hold to talk to a supervisor
- while on hold, the 2nd charge comes through (see again on my iPhone)
-- still on hold
Seriously, this is the worst company on the planet.
I dread to discover what I am going to have to do to get the 2nd charged voided
Time elapsed: 15 minutes so far. For a simple frickin' flight change.
Nov 11, 2016, 7:23 pm
#2
Join Date: Apr 2005
Location: Toronto
Programs: AC SE MM, Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,101
In my experience charges show on Apple Pay as authorizations but then are dropped automatically if they don't fully process, so I don't think you'll have a double charge. But agree overall, apparently they had a big payment systems "upgrade" today 
Nov 12, 2016, 10:29 pm
#4
Original Member
Join Date: May 1998
Location: Vancouver, Canada
Posts: 6,222
Or enhancement?
Nov 13, 2016, 10:53 am
#5
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,777
This sounds like a crappy experience, but given how awful Aeroplan consistently is, I don't see how this is "unbelievable".
Nov 13, 2016, 10:55 am
#6
Join Date: Jun 1999
Location: YVR
Programs: ACSEMM QRGold SPGLifetimePlat FairmontPlat HyattD AMEXCenturion SerenaPlat TalkBoard Founding Member
Posts: 8,963
