circky

Looking to see if anyone has had past experience with something similar below:

I flew YYZ-FRA-JNB back in May, and noticed on my Altitude account that I received mileage for all legs of my flight except the initial YYZ-FRA portion. I submitted a request on Aeroplan and it got denied. After some long conversations with Aeroplan and Air Canada support, they could not explain why, but for whatever reason, AC agents were making changes to my ticket until boarding, and the last change that was made indicated that I wasn't on the plane, when clearly I was.

I was told to send an e-mail to customer relations, and they've responded by apologizing (of course) for taking so long to get this fixed. It's been two weeks now and after sending a follow up e-mail last week, I still haven't heard back. Anything else I can do but wait?

The smallest state

They ask for 30 days to respond to submissions to that group. Its ridiculous I agree.

This is simply a good example of some basic testaments of bad customer service.............

◾Lack of manners
◾Rude discourteous behavior
◾Long waits in line
◾Lack of knowledge of the product or policy PARTIAL CHECK
◾Lack of follow-through CHECK
◾Not resolving a complaint PARTIAL CHECK
◾Unresponsive technology or not knowing how to use it CHECK
◾Making customer perform other tasks to solve problem when company notified CHECK
◾Unfulfilled promises, lies and other deceptions

Sounds like you got 3 hits and 2 partial hits. Another AC success story goes online.

canadiancow

The only time this happened to me, I got it fixed on arrival by a concierge, but it took him quite a while.

I imagine you're going to have to wait.

Do you need the AQM urgently?

BenSenise

so if you were supposedly offloaded from the YYZ-FRA segment, how come the remaining segment(s) weren't cancelled?

canadiancow

Because it doesn't work that way, contrary to the beliefs of all our resident experts.