No rebooking in MLL: another "enhancement?"
Apr 7, 2017, 12:35 am
#18
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: 44,316
I've been told to basically screw off in:
YVR DOM
YOW DOM
YYC DOM (read the entire adventure in More attitude from YYC MLL staff)
I've been given amazing assistance in:
YYC DOM
YVR TB
YYZ TB
YYZ DOM
YEG DOM
YWG DOM
YHZ DOM
It's not about the lounge, it's about who's working. And the majority of them are great. But some of them are simply ridiculous.
YVR DOM
YOW DOM
YYC DOM (read the entire adventure in More attitude from YYC MLL staff)
I've been given amazing assistance in:
YYC DOM
YVR TB
YYZ TB
YYZ DOM
YEG DOM
YWG DOM
YHZ DOM
It's not about the lounge, it's about who's working. And the majority of them are great. But some of them are simply ridiculous.
Apr 7, 2017, 6:47 am
#21
Join Date: Jan 2017
Location: Halifax
Programs: AC SE100K, Marriott Lifetime Platinum Elite. NEXUS
Posts: 4,567
The very helpful concierge who works the Sunday afternoon shift in YHZ I see hanging out in the MLL about 50% of the time.
Stranded in EWR last night, I rebooked with AC on the phone for a flight today. Went to talk to the UA agent in their lounge, expecting a hotel voucher, and ended up being rebooked on their direct flight home, I guess its seats emptied out as inbound PAX were not.
Stranded in EWR last night, I rebooked with AC on the phone for a flight today. Went to talk to the UA agent in their lounge, expecting a hotel voucher, and ended up being rebooked on their direct flight home, I guess its seats emptied out as inbound PAX were not.
Apr 7, 2017, 8:17 am
#22
Join Date: Sep 2009
Location: YYZ
Programs: AC SE MM, Bonvoy Plat, Hilton G,Nexus, Amex MR Plat,IHG Plat
Posts: 4,422
I keep wondering why AC cannot install a bank of phones for customers to connect directly with the call centre. Pax at the airport are likely in need of immediate assistance. Since there are rarely more than 3-4 agents at the desk airside at least they can staff up the call centre. There are many international/TB pax that may not have access to a phone or even know whom to call combined with the wait times on hold.
Apr 7, 2017, 2:50 pm
#23
Join Date: Jan 2009
Location: YOW
Programs: AC-SE100K, AC-3MM, Marriott- LT Titanium, SPG RIP
Posts: 2,958
i never, ever think of asking for changes at the MLL. I just don't consider that to be among the services they offer... ( unlike the United Club).
I did two routing changes this week to avoid the runway construction at YYZ, but no requests were done at the MLL.
I did two routing changes this week to avoid the runway construction at YYZ, but no requests were done at the MLL.
Apr 7, 2017, 3:34 pm
#24
Join Date: Apr 2013
Location: YVR
Programs: Ice Cream Club, AC SE MM, Bonvoy Life Plat
Posts: 2,803
Upon reviewing this site, nowhere does it mention (now) that the MLL has any agents capable of helping with rebookings, ticketing, day-of-flight issues:
https://www.aircanada.com/ca/en/aco/...f-lounges.html
I have, as recently as January, had the YYZ DOM MLL make changes for me (SDC to earlier flight) on a J booking. Walked up, was denied lounge access, told her I wasn't interested in lounge access but wanted to make a SDC, was further denied being directed to service desk downstairs. Turned around, lined up again, went to neighbouring agent, asked her to make SDC... she did the change (literally within earshot of first agent), and out of habit scanned new BP into lounge system... system told her to deny access to lounge, but she waved me in after reading the silly ex-RCMP authored message...
Dunno... YMMV I suppose... first agent appeared new, second agent I've seen for years at YYZ in both TB and DOM, never in INT (in my experience)... those who have met me in person might say I am identifiable by appearance alone.
Edit: I did not bother going in to the MLL (as I repeatedly said to both agents) as the new flight was departing shortly. Access was ancillary; the change was what I wanted.
https://www.aircanada.com/ca/en/aco/...f-lounges.html
I have, as recently as January, had the YYZ DOM MLL make changes for me (SDC to earlier flight) on a J booking. Walked up, was denied lounge access, told her I wasn't interested in lounge access but wanted to make a SDC, was further denied being directed to service desk downstairs. Turned around, lined up again, went to neighbouring agent, asked her to make SDC... she did the change (literally within earshot of first agent), and out of habit scanned new BP into lounge system... system told her to deny access to lounge, but she waved me in after reading the silly ex-RCMP authored message...
Dunno... YMMV I suppose... first agent appeared new, second agent I've seen for years at YYZ in both TB and DOM, never in INT (in my experience)... those who have met me in person might say I am identifiable by appearance alone.
Edit: I did not bother going in to the MLL (as I repeatedly said to both agents) as the new flight was departing shortly. Access was ancillary; the change was what I wanted.
Last edited by DrunkCargo; Apr 7, 2017 at 4:49 pm
Apr 7, 2017, 6:46 pm
#26
Join Date: Jan 2008
Location: YYZ
Programs: All Accor Plat, 1865 Voyager, AE E35K, HH Gold,Hyatt, Hrtz Gold, Marriott Gold, NEXUS
Posts: 1,669
No longer have status. Last week an AC IRROPS was nightmare. This week I took Delta through Atlanta (a mess), but I got lounge access through my AMEX Plat, having just passed the Delta Customer desk lined up forever, the agent in the lounge worked with me for a half hour or so and found me alternative routing (through an alliance partner, Aeromexico) at no charge . What a difference!
Apr 7, 2017, 7:55 pm
#27
Join Date: Mar 2009
Programs: AC-SEMM, AA-Gold
Posts: 962
The very helpful concierge who works the Sunday afternoon shift in YHZ I see hanging out in the MLL about 50% of the time.
Stranded in EWR last night, I rebooked with AC on the phone for a flight today. Went to talk to the UA agent in their lounge, expecting a hotel voucher, and ended up being rebooked on their direct flight home, I guess its seats emptied out as inbound PAX were not.
Stranded in EWR last night, I rebooked with AC on the phone for a flight today. Went to talk to the UA agent in their lounge, expecting a hotel voucher, and ended up being rebooked on their direct flight home, I guess its seats emptied out as inbound PAX were not.
Apr 8, 2017, 8:43 pm
#28
Join Date: Jul 2013
Location: MLL / AC Cafe
Programs: It's hard to get status when the website won't let me book flights.
Posts: 5,706
You can't compare the AC lounge agents and help they provide to the UA and AA ones. The UA and AA ones are in a totally different league than the AC ones.
Apr 8, 2017, 10:06 pm
#30
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: 44,316