Air Canada moving to Amadeus; Communication issues with AP/AC post-migration result
#1171
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,776
So AC now wants a bunch more information on the other passengers you can store in your profile. Why not learn something from a good airline and do what DL does, where you just need to store their SkyMiles number and then it pulls all that info automatically from their profile?
#1172
Join Date: Apr 2011
Location: YYC
Programs: AC 50k 1MM, Marriott LT Titanium Elite
Posts: 3,402
So AC now wants a bunch more information on the other passengers you can store in your profile. Why not learn something from a good airline and do what DL does, where you just need to store their SkyMiles number and then it pulls all that info automatically from their profile?
#1173
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,776
This isn't app-specific, it's the same on the AC and AE websites. And yes, AC has a long way to go. But while they were making major changes, why not simplify? Seems like a clear win for them to have a lot less data to handle.
#1174
Join Date: Oct 2012
Location: YYC
Programs: AC SE
Posts: 2,342
Minor item, but I think you mean YSJ? AC’s NB call Center is in Saint John AFAIK. The YSJ Center has been in operation for many years, and I do find the agents there generally quite friendly and knowledgeable.
#1175
Join Date: May 2013
Location: YYT/YYC/TPE
Programs: AC SE, UA, National Exec Elite, Nexus, GE
Posts: 1,810
Regardless, let's just say the NB based reservations agents are wonderful.
#1176
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 6,232
#1177
Join Date: May 2013
Location: YYT/YYC/TPE
Programs: AC SE, UA, National Exec Elite, Nexus, GE
Posts: 1,810
Exactly, which was why I asked upthread that everyone be nice and courteous to CS agents. The other day at YYZ I was talking to a CS agent who said she nearly broke down in tears earlier that day dealing with an irate customer, but she had just returned from her vacation and all of a sudden Amadeus was dropped on her. These agents are all new to this, and are facing multiple times the problems we face. Many of them were only given a manual and told to just go do it.
#1178
Join Date: Apr 2007
Location: Toronto, Ont., Canada
Programs: Aeroplan; Marriott Platinum; IHG Platinum; Best Western Diamond
Posts: 2,165
Exactly, which was why I asked upthread that everyone be nice and courteous to CS agents. The other day at YYZ I was talking to a CS agent who said she nearly broke down in tears earlier that day dealing with an irate customer, but she had just returned from her vacation and all of a sudden Amadeus was dropped on her. These agents are all new to this, and are facing multiple times the problems we face. Many of them were only given a manual and told to just go do it.
#1179
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Did you guys get your AQD already for flights between November 15 & up?
I had a flight November 16 and AQDs havent posted yet. Also is the missing AQD form broken? i tried to press submit but it wont submit.
Thanks!
I had a flight November 16 and AQDs havent posted yet. Also is the missing AQD form broken? i tried to press submit but it wont submit.
Thanks!
#1180
Join Date: Aug 2018
Location: YYC
Programs: Air Canada SE100K, Westjet Platinum, Marriott Platinum Elite, NEXUS
Posts: 144
I have been reading many of the comments in this thread and except for a few serious issues, most of the items people are bringing up are relatively minor.
Moving to a new system is a significant investment for any company. I’m sure staff were sufficiently trained. However, there will always be glitches that the teams on the ground won’t be able to (initially) resolve as quickly as they could before. Once the glitches are ironed out, staff have gained experience, etc. the new system will work just fine.
I think we need to keep our expectations in line.
#1181
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Canada
Programs: UA*1K MM SK EBG LATAM BL
Posts: 23,309
Not answering phones, and 2+ hour wait times for top tier. Yes, relatively minor to other world issues. Relatively major to how a self-proclaimed 4* airline should operate.
I guess we need to keep our expectations in line. Reaching a phone agent is just ridiculous to ask for.
I guess we need to keep our expectations in line. Reaching a phone agent is just ridiculous to ask for.
#1182
Join Date: Aug 2018
Location: YYC
Programs: Air Canada SE100K, Westjet Platinum, Marriott Platinum Elite, NEXUS
Posts: 144
Not answering phones, and 2+ hour wait times for top tier. Yes, relatively minor to other world issues. Relatively major to how a self-proclaimed 4* airline should operate.
I guess we need to keep our expectations in line. Reaching a phone agent is just ridiculous to ask for.
I guess we need to keep our expectations in line. Reaching a phone agent is just ridiculous to ask for.
#1183
Join Date: May 2015
Location: Vancouver
Programs: Aeroplan, Mileage Plus, WestJet Gold, AMEX Plat
Posts: 2,026
It is frustrating, but moving to a new reservation system is not exactly like upgrading your personal computer’s operating system. These are short-term problems that will eventually be resolved. Every company that moves to new systems will have operational issues in the short term. How many issues do people have each time Apple releases the latest and greatest iOS? Usually after a month or two, issues are resolved.
#1184
Join Date: Nov 2013
Location: YOW
Programs: AC SE, Marriott Platinum
Posts: 395
I haven’t had any AQD post for flights from Nov 13th onward.
#1185
Join Date: Jan 2017
Location: Halifax
Programs: AC SE100K, Marriott Lifetime Platinum Elite. NEXUS
Posts: 4,569