Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > Air Canada | Aeroplan
Reload this Page >

Award bookable by phone but not online

Award bookable by phone but not online

Old Aug 19, 17, 5:29 pm
  #1  
Original Poster
 
Join Date: Dec 2009
Location: DCA
Posts: 806
Award bookable by phone but not online

The can see the award I want to book on the United and ANA websites. The Aeroplan website however, only shows a route with an extra stop and 2 legs in economy. I called Aeroplan and the agent sees the award route I want. She wants to charge me a phone booking fee! I think this is outrageous when she tried to pull up my itinerary online and also could not. Even multi-city completely failed. She would not waive the phone fee and even escalation to a supervisor was useless. I told him other *Alliance websites showed the award and that their website did not work. He insisted the website works the way it is supposed to and this is the first he ever heard of it not finding an award other websites showed. So, has anyone ever had luck getting the phone fee waived? Do itineraries that initially failed to show up eventually show up in a day or two? Is my only option to pay this stupid fee?
Montacute is offline  
Old Aug 19, 17, 5:36 pm
  #2  
FlyerTalk Evangelist
 
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, Bonvoy Tit, HH Diamond, Hyatt Glob, Accor Gold, UA Silver
Posts: 34,703
Yes, but not under these circumstances.
No.
Yes.
canadiancow is offline  
Old Aug 19, 17, 5:48 pm
  #3  
Original Poster
 
Join Date: Dec 2009
Location: DCA
Posts: 806
Concise and helpful. Thanks.
Montacute is offline  
Old Aug 19, 17, 8:44 pm
  #4  
 
Join Date: May 2016
Posts: 2,494
Someone needs to take them to small claims court over this.
Nazdoom likes this.
quantumofforce is offline  
Old Aug 19, 17, 9:52 pm
  #5  
ski
 
Join Date: Nov 2002
Posts: 343
Does the airline have a web support desk? Web support desk is usually able to do the booking without phone charge, when unable to get it to book online. Have done this with both United and Delta. Maybe United web support desk could help you.
ski is offline  
Old Aug 19, 17, 9:55 pm
  #6  
FlyerTalk Evangelist
 
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, Bonvoy Tit, HH Diamond, Hyatt Glob, Accor Gold, UA Silver
Posts: 34,703
Originally Posted by ski View Post
Does the airline have a web support desk? Web support desk is usually able to do the booking without phone charge, when unable to get it to book online. Have done this with both United and Delta. Maybe United web support desk could help you.
We're talking about Aeroplan.

Not United, not Delta. Not even an airline
canadiancow is offline  
Old Aug 20, 17, 1:10 am
  #7  
 
Join Date: Nov 2009
Location: YVR
Programs: Non-status bottomfeeder
Posts: 826
Originally Posted by quantumofforce View Post
Someone needs to take them to small claims court over this.
What specific damages would you claim? $30?

Not even worth the time of a retired lawyer to do out of boredom.
zoobtoob is offline  
Old Aug 20, 17, 3:03 am
  #8  
 
Join Date: May 2016
Posts: 2,494
Originally Posted by zoobtoob View Post
What specific damages would you claim? $30?

Not even worth the time of a retired lawyer to do out of boredom.
I know the filing fee would be more than the damages, but force it through small claims court for precedence... then do a class action afterwards.
quantumofforce is offline  
Old Aug 20, 17, 6:37 am
  #9  
 
Join Date: May 2012
Location: Calgary
Programs: Aeroplan (Silver), Air Miles, IHG Rewards (Platinum)
Posts: 598
It does not make sense but it is the way it is. I now give up and just pay $30 everytime. My itinerary is always available, but never available online. Nothing more I can do. Aeroplan knows this and this is an easy money grab. So why would they waive it?

P.S. I always love when Aeroplan calls out their ad campaigns and advertises that it one of their myths that all awards can be booked online. Clearly they can't. So what do you call a myth that is actually true?
YYC009 is offline  
Old Aug 20, 17, 6:46 am
  #10  
 
Join Date: Nov 2004
Location: YYZ, HKG, MFM
Programs: AC25K, AS MVP, WS Silver, Marriott Plat, Hyatt-Explorist, DL,BA,KE
Posts: 1,949
Originally Posted by YYC009 View Post
P.S. I always love when Aeroplan calls out their ad campaigns and advertises that it one of their myths that all awards can be booked online. Clearly they can't. So what do you call a myth that is actually true?
A lie or BS?
Jma12 is offline  
Old Aug 20, 17, 7:21 am
  #11  
 
Join Date: Jul 2001
Posts: 361
Sometimes OK...
Fixed Mileage Reward showed on website leaving today and returning Wed. Clicking to Book gave just "Updating Information" with 2 computers using 2 browsers.

Called Aeroplan who answered on first ring. Their screen only showed Market Fares so I offered to send screen shot. Long pause. He contacted his IT department. Longer pause. On return to my call he offered to book it manually.

I told him the "taxes" amount showing on the browser page. That is what was charged to my credit cared. No "booking fee" or even a discussion of a charge.

Last edited by Ew/oQ; Aug 20, 17 at 7:45 am
Ew/oQ is offline  
Old Aug 20, 17, 8:23 am
  #12  
 
Join Date: Jan 2011
Location: YYZ
Programs: AC
Posts: 380
Even manual booking is getting harder these days. It took me 3 calls to get YYZ-ORD-FRA-HEL that did not show up online.

First agent reluctantly ("we don't usually do this") agreed to check specific route I offered and then claimed it's illegal. HUACA. Second agent flat out refused going beyond simple O-to-D search. Another HUACA, and voila: route booked. I've had some clueless agents, but have never double HUACA'd before for a one-way.
TelFunku is offline  
Old Aug 20, 17, 10:00 am
  #13  
 
Join Date: Mar 2001
Location: Toronto, ON
Programs: AC E35K
Posts: 5,159
Originally Posted by quantumofforce View Post
Someone needs to take them to small claims court over this.
Since you suggested it, why don't you?
ChrisA330 is offline  
Old Aug 20, 17, 10:02 am
  #14  
FlyerTalk Evangelist
 
Join Date: Jun 2003
Location: YYC
Posts: 22,470
Originally Posted by quantumofforce View Post
I know the filing fee would be more than the damages, but force it through small claims court for precedence... then do a class action afterwards.
Do small claims make a precedent?
Stranger is offline  
Old Aug 20, 17, 10:27 am
  #15  
 
Join Date: Sep 2009
Location: YYZ
Programs: AC S100K, SPG G, Hilton G,Nexus/GE, Amex MR Plat, Hyatt Plat,IHG Plat E
Posts: 3,756
Originally Posted by canadiancow View Post
Yes, but not under these circumstances.
No.
Yes.
Yup. I have also had the fee waived but they first sent it to IT who had to confirm that there was an issue then they waived it. Took almost 45 mins I believe. But this was for an award showing on the AE site that I could not book online, not what could be seen on other airlines awards.
vernonc is offline  

Thread Tools
Search this Thread
Search Engine: