No rebooking in MLL: another "enhancement?"
Apr 6, 2017, 5:37 pm
#1
Original Poster
Join Date: Jun 2008
Location: YYZ
Programs: AC SE
Posts: 310
No rebooking in MLL: another "enhancement?"
IRROPS at YYZ, as per usual today.
Tried to rebook with the lounge dragon, was told that they could not help me and that I was to call the phone number or go to AC service desk.
I have fond memories of being helped to rebook here. New policy? New staff who doesn't know what to do? Would love to hear. In fairness, haven't had IRROPS for a while, so maybe I've just been spoiled...
l.
Tried to rebook with the lounge dragon, was told that they could not help me and that I was to call the phone number or go to AC service desk.
I have fond memories of being helped to rebook here. New policy? New staff who doesn't know what to do? Would love to hear. In fairness, haven't had IRROPS for a while, so maybe I've just been spoiled...
l.
Apr 6, 2017, 5:39 pm
#2
Join Date: Dec 2010
Location: YQB
Programs: AC MM E50, AF Flying Blue
Posts: 572
IRROPS at YYZ, as per usual today.
Tried to rebook with the lounge dragon, was told that they could not help me and that I was to call the phone number or go to AC service desk.
I have fond memories of being helped to rebook here. New policy? New staff who doesn't know what to do? Would love to hear. In fairness, haven't had IRROPS for a while, so maybe I've just been spoiled...
l.
Tried to rebook with the lounge dragon, was told that they could not help me and that I was to call the phone number or go to AC service desk.
I have fond memories of being helped to rebook here. New policy? New staff who doesn't know what to do? Would love to hear. In fairness, haven't had IRROPS for a while, so maybe I've just been spoiled...
l.
Apr 6, 2017, 5:44 pm
#3
Join Date: Apr 2011
Location: YYC
Programs: AC 50k 1MM, Marriott LT Titanium Elite
Posts: 3,400
Well you can't deny that it's a good policy to disempower other staff when the concierges are overburdened and undertrained. How else are they supposed to make a bad situation worse for their customers?
Apr 6, 2017, 6:40 pm
#5
Join Date: Sep 2011
Location: Ideally YOW, but probably not
Programs: AC SE*MM
Posts: 1,826
Apr 6, 2017, 6:45 pm
#7
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: 44,331
Until they're willing to put priority lines at the airside customer service desks, they absolutely should expect people with status to use the MLL agents.
Apr 6, 2017, 6:46 pm
#8
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
IRROPS at YYZ, as per usual today.
Tried to rebook with the lounge dragon, was told that they could not help me and that I was to call the phone number or go to AC service desk.
I have fond memories of being helped to rebook here. New policy? New staff who doesn't know what to do? Would love to hear. In fairness, haven't had IRROPS for a while, so maybe I've just been spoiled...
l.
Tried to rebook with the lounge dragon, was told that they could not help me and that I was to call the phone number or go to AC service desk.
I have fond memories of being helped to rebook here. New policy? New staff who doesn't know what to do? Would love to hear. In fairness, haven't had IRROPS for a while, so maybe I've just been spoiled...
l.
However, many of you by now have seen the customer service sign hanging above on the right side when you enter the YYZ Domestic MLL... if they don't rebook for you, then what is the use of that line?
With all the recent YYZ IRROPS and the runway closure, that line has been somewhat long the last few days.
Apr 6, 2017, 6:57 pm
#9
Join Date: Sep 2000
Location: Ottawa, Ontario, Canada
Programs: Aeroplan SE AND 1MM, HHonors Gold, Marriott Bonvoy Platinum , L'Accor Platinum
Posts: 9,580
One thing I do like about the UA clubs at their major hubs - they have a separate and special desk for reservation (booking/re-booking) issues. I wish that the MLLs at AC major hubs offered that service.
Apr 6, 2017, 7:01 pm
#10
Join Date: Sep 2011
Location: Ideally YOW, but probably not
Programs: AC SE*MM
Posts: 1,826
And they'll seemingly try and do anything for you. Used the one at IAH this week, they were fantastic (and super friendly).
Apr 6, 2017, 7:06 pm
#11
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: 16,774
Apr 6, 2017, 7:36 pm
#12
Join Date: Jan 2015
Location: YHZ | YYZ | YHM
Programs: AC 50K (*G), Hilton Gold, Bonvoy Gold
Posts: 636
Edit: Maybe not on TB side.
Apr 6, 2017, 7:45 pm
#13
Join Date: Dec 2004
Location: YYZ
Programs: AC SE MM, Hyatt Globalist, SPG Platinum, hhonors Gold
Posts: 3,421
Has been that way for a long time. I find it ironic that they installed signs in the YYZ TB lounge that say Customer Service. Not clear what service they actually provide.
Apr 6, 2017, 8:37 pm
#14
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
The purpose of the line is to line up for 30 minutes only to be told, when it's your turn, that they can't help you.