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No rebooking in MLL: another "enhancement?"

No rebooking in MLL: another "enhancement?"

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Old Apr 6, 17, 5:37 pm
  #1  
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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.
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Old Apr 6, 17, 5:39 pm
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Originally Posted by lowdown View Post
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.
Call concierge. May experience long wait as I did earlier this week.
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Old Apr 6, 17, 5:44 pm
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Originally Posted by run&fly View Post
Call concierge. May experience long wait as I did earlier this week.
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?
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Old Apr 6, 17, 5:55 pm
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Originally Posted by run&fly View Post
Call concierge. May experience long wait as I did earlier this week.
alas. I failed to update my profile. No longer SE:.. Back to E50k. I do miss concierge....
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Old Apr 6, 17, 6:40 pm
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Originally Posted by lowdown View Post
alas. I failed to update my profile. No longer SE:.. Back to E50k. I do miss concierge....
I just spent 40 mins on hold on the E50K "priority" line ... good luck.
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Old Apr 6, 17, 6:40 pm
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I've actually never (since 2011) been able to receive rebooking help in the YYZ domestic MLL. I've had much better luck at the YUL domestic MLL.
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Old Apr 6, 17, 6:45 pm
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Originally Posted by gateguard0 View Post
I've actually never (since 2011) been able to receive rebooking help in the YYZ domestic MLL. I've had much better luck at the YUL domestic MLL.
I find it's hit or miss.

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.
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Old Apr 6, 17, 6:46 pm
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Originally Posted by lowdown View Post
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.
IIRC, this was a "enhancement" a couple years back?

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.
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Old Apr 6, 17, 6:57 pm
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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.
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Old Apr 6, 17, 7:01 pm
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Originally Posted by FlyerGoldII View Post
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.
And they'll seemingly try and do anything for you. Used the one at IAH this week, they were fantastic (and super friendly).
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Old Apr 6, 17, 7:06 pm
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Originally Posted by FlyerGoldII View Post
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.
Not just UA but DL and AA as well.
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Old Apr 6, 17, 7:36 pm
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Originally Posted by canadiancow View Post
I find it's hit or miss.

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.
The good news is most of the major AC stations now have priority customer service lines. Saw them in YVR, YUL, YYZ last month.

Edit: Maybe not on TB side.
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Old Apr 6, 17, 7:45 pm
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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.
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Old Apr 6, 17, 8:37 pm
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Originally Posted by yyzgigi View Post
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.
Same as the YYZ Dom MLL.

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.
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Old Apr 6, 17, 9:03 pm
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I had no trouble in the YVR Dom MLL for IRROPS last month.
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