tcook052

The linked article quoted in post 12 says pax made booking with AC agent over the phone so not only did the AC agent that made the reservation err so did the second agent who looked at the file when the pax called in later to double check all was okay.

MSPeconomist

The link in the OP doesn't work for me, although it seems to work from the quote.

NoTravelIsFree

I too suspect that she may be less than forthcoming with all the details. AC has prominently displayed these rules on their website for at least 7 years (my daughter is 7) and I suspect well before my own precious bundle came into being. I've never been able to book a lap baby online with AC and as you need to enter the DOB on the child's passport in the booking form, unless you enter it incorrectly to force the record to reflect a 2 year old or older, the system does indeed pop up with an error message (that a child is between 2 and 11 yrs) and you cannot proceed with the booking. I too seriously doubt AC leapt into action to reprogram basic logic so quickly.

YYCCL3

I mentioned it. Guess it got buried in the other discussion.

stinger

You are not able to book it online so she called and booked through an AC agent. Regardless, less than forthcoming with what? She was able to book the ticket, confirmed with multiple agents, showed up at the airport where they checked her bags, presumably printed boarding cards before there was an issue? What more should she have done in your opinion? And what was she less forthcoming with?

Diabeetus

It sounds like she tried her best to make sure she was following all rules and regulations.

AC made a mistake.

AC is doing it's best to correct the mistake.

stinger

Agreed, was just trying to understand how one accuses the lady of not being forthcoming with information. Nice to see AC trying their best to make things right.

NoTravelIsFree

With all of the discussions that were had with AC - she called twice after all so she was clearly anxious about it. This is not a new policy and the computer will not allow the seats to be sold - it will return an error if you try and book an infant as a child in a separate seat once you enter the infant's DOB. Who knows - there would have had to be a reason for a manual override of the system and only the parties involved know - perhaps the agent thought it was not an enforced policy and made assurances to that. Perhaps the parent said another adult on a separate PNR would be joining her?? I don't know. What I do know is that it is never usually as cut and dried as reported.

NoTravelIsFree

I gather you accept all articles and claims at face value. There was obviously something wrong somewhere - I would be surprised if AC agents could override their system but stranger things have happened. Sorry if it offends you that I "accused" this women of not necessarily providing all of the information. If we are not supposed to discuss and dissect issues that happen with AC, just post this stuff for informational purposes and don't allow comments.

The smallest state

I have to admit, I think AC handled this pretty well. Yes, there was a mistake but to be fair it was a Transport Canada rule, not an AC one.

I wonder if all the CBC articles are starting to impact their cognitive abilities and they are changing to become more proactive, or, did this lady find a rare but excellent customer service person who got in front of the issue.

I'd say good job AC.

.........too bad for me, I was hoping to jump on the "bash-AC bandwagon" again. But good for AC and the customer.

Canuckian

I was in an extremely similar position a number of years ago. I was trying to book tickets for my two children to fly unaccompanied, ages nine and seven. Short flight, less than an hour. Kicker was that the older son had a severe peanut allergy, and carried an epipen. Well-versed in how to use it, etc., etc.

I phoned Westjet first, and they said kids with epipens couldn't fly unaccompanied. Then I phoned AC reservations, and they said yup, no problem. Even made a note on the reservation that I would speak to the gate agent and FA to go over things. All good.

Except I get to the gate and am told, uh, no, it's against policy for kids with epipens to fly unaccompanied. So, clearly someone at the AC call centre screwed up by selling me the ticket without knowing the full regulations, and caused me a great deal of distress (I may have made a scene, and I still remember my youngest kid bursting into tears: "You mean, we can't go see Grandma????")

So, long story short, kids didn't board the flight. I went and bought a ticket at the airport and flew with them and then turned around and flew back. Happy ending, though...after some back-and-forth, AC compensated me for the ticket I purchased for myself, airport parking, a day of lost wages, and some flight credits. I can't fault the airline for its response.

tcook052

I would very much disagree.

In front of the issue? You mean the issue that AC created themselves? Seems to me and it's merely MHO they were playing catch-up from the very first reservation error.

stinger

I think it is more the AC can do no wrong attitude you have, I've been around a long time, AC has both gone above and beyond with me and at times has fell short, I don't harbour any ill will towards AC and still enjoy their service where it makes sense for me...just get a little sick and tired of people always blaming the pax, she must have known, she was probably trying to game the system, etc. Mistake was made, take responsibility and move on

NoTravelIsFree

Not entirely sure where you are getting that from. I too have been around quite sometime - despite having a 7 year old later in life. I don't think AC can do no wrong - I travel quite a bit and I've seen both good and bad. Given the fact that this is a long standing rule and the added complexity of booking infants in a separate seat without the corresponding number of adults, I simply suspect that there is a little bit more to the story than presented. Please note too that the article is strictly from the passenger's POV - not that I would expect anything but the most bland statement from AC regardless.

While my initial sympathy is almost always for the passenger/customer, I've learned to approach most of these stories with a little bit of cynicism. The customer is not always right, the "evil" corporation is not always wrong, the world is not black and white.

flyquiet

That is also a pretty good resolution. We don't tend to hear effective and responsive service recovery cases, just the service fails and recovery fails.