svirac

You might want to urgently investigate this. The last time I had a wrong email address in the app it's because my Aeroplan account was hacked. The person with the faulty address used my account to book multiple flights and hotel stays, paying everything (fees too) with points. They change the email so you don't get notifications. Sure, it may be a glitch, but it may very well be you've been hacked - worth a quick check.

wayner92

Is this AC/Aeroplan integration turning into a disaster? I tried to book a flight yesterday and the system was really screwy, but I was finally able to get it done.

Today I now have to change my flights. The online flight change doesn't appear to be working and when you call in it says:"AC has adopted a new system and our agents are busy and I apologize you that I can't place you on hold. If you are travelling within 72 hours then please call back."

This is seriously bad customer service - they are telling you to go away unless your flight is within 72 hours. Seriously!

Anyone have any ideas on what to do? I work in downtown Toronto - is there an office in downtown T.O. I can visit?

Seat13F_AC_CRJ

If it has been less than 24 hours since your original booking, you can cancel for a full refund and start over.
--
13F

yyznomad

You get that response calling the SE line? Did they not let you stay on hold? And if so, how long did you wait before giving up?

I'm an E75 and I got through during peak hours last night (albeit, a long wait, but still got through and everything sorted out by a competent agent).

wayner92

Sorry, I am not SE any more. I used to fly a lot and was SE for many years, now I am just E50K due to my MM status.

Rundosrun

Fly Westjet or Porter for a few weeks if possible?

FrequentFlyerYYZ

I checked and everything is in order. Either my travel agent entered something wrong or a lookup table malfunctioned. My guess is the latter.

wayner92

Hard to fly porter to LHR.

wayner92

My cancellation fee is $150 so I booked new tickets and I will cancel the old tickets. I actually have two people travelling, booked separately, and one of the bookings was less than 24 hours ago. But I will call when things calm down and try to get the $150 cancellation fees refunded.

Bohemian1

That's why it's "Business as usual" according to their COO!

That guy wouldn't be getting his bonus where I work but then we have different actual standards for customer satisfaction and service levels.

ridefar

In fairness, NONE of the issues discussed here may be Amadeus issues. It is entirely possible that 100% of the issues are due to AC's front end tools.

yyznomad

Which I would consider in part of the migration plans. So yeah, what Bohemian1 says.

AskTravis

Thanks, glad I'm not special

Currently at the LHR MLL, they had a boarding pass ready to go for me, so all good.

yyznomad

You might not be, but there are some special snowflakes in this forum.

Glad it worked out for you.

Bohemian1

Yeah I had some similar e-up weirdness that I should mention.

Booked a transborder FP trip before the migration. Return trip with a stop in YUL both ways. When I went to secure the upgrades this week, the good news was that there was positive R space on all legs. The annoying thing was that I couldn't just upgrade the whole outbound / return 14 days in advance. I had to do each segment separately no earlier than T-14 exactly for each flight. So four separate upgrades.

In the past, once the first flight on the outbound or return was at T-14 I could confirm upgrades for all legs to / from my destination. But that no longer works, at least for me and at least for this trip.

I also got hosed on the credits used since I didn't get the reduced rate I've seen in the past for upgrading two or more segments. It was full pull (4 credits each) for all of them, likely because the new system can't figure out how to stitch them together. Or something. And of course the e-up calculator appears to be gone so I can't double check what I should have 'paid'.

Overall, a royal pain and more 'expensive' in terms of e-up burn. But I'd be interested to see if this is the new normal.

I'd call and complain but I have day job and it's highly likely I'll end up cancelling anyway due to another travel conflict. Not that I really need them, but I will be watching for the return of those unused e-up credits like hawk.

Oh yeah, and I got my 25 20 'promo' credits for 2020 as well.