Air Canada moving to Amadeus; Communication issues with AP/AC post-migration result
Dec 1, 2019, 4:49 pm
#1231
Join Date: Nov 2012
Location: BGI (ex-YYC, YYZ)
Programs: AC*G-E100K (once again)
Posts: 1,701
And an IT stupidity event in Air Canada which is compounding the delays as well - people HAVE to call to rebook: Self-Service Rebooking Tool for IRROPS / cancellations removed? - no more self serve!!
Dec 1, 2019, 5:08 pm
#1232
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,804
And an IT stupidity event in Air Canada which is compounding the delays as well - people HAVE to call to rebook: Self-Service Rebooking Tool for IRROPS / cancellations removed? - no more self serve!!
Dec 1, 2019, 5:35 pm
#1233
Join Date: Jan 2017
Location: Halifax
Programs: AC SE100K, Marriott Lifetime Platinum Elite. NEXUS
Posts: 4,569
Hi all. I usually fly United, but am making a trip up to Canada in a couple weeks. I am booked on a flight ticketed by United, operated by Air Canada (Express/Jazz). I was assigned a seat automatically, but want to change it. When I try to change, I get an error: "We weren't able to assign your seats for this flight. (SS_SEAT_001)."
I tried calling reservations but I get the standard greeting that they are unable to take my call due to high call volume and I cannot hold for an agent. I tried selecting different seats (possibly the seat I am trying to get is now occupied), but same situation. Does anyone know what to do about this?
I tried calling reservations but I get the standard greeting that they are unable to take my call due to high call volume and I cannot hold for an agent. I tried selecting different seats (possibly the seat I am trying to get is now occupied), but same situation. Does anyone know what to do about this?
Dec 1, 2019, 5:39 pm
#1234
Join Date: Jan 2016
Location: Tel Aviv (TLV), Chicago (ORD)
Programs: United Premier 1K, Starwood/Marriott Gold
Posts: 248
Thanks! I appreciate the sarcasm. I asked if there is anything to do about this. I was not asking why this is happening. I happened to read a thing or two about the migration so I knew this was happening. Thanks for being so helpful!
Dec 1, 2019, 5:45 pm
#1235
Join Date: Aug 2012
Programs: AC E35K, NEXUS
Posts: 4,368
There are many, many things that we cannot do with the current state of the migration. And as a result of that, bazillions of us (me excluded) are trying to reach AC on the phone, and therefore you cannot even do those things by phone much of the time.
It may very well be that the only things to do about it are wait on hold on a phone (if you are lucky), try at the airport, or try to like the seat you have.
It may very well be that the only things to do about it are wait on hold on a phone (if you are lucky), try at the airport, or try to like the seat you have.
Dec 1, 2019, 5:49 pm
#1236
Suspended
Join Date: Sep 2014
Programs: AC SE100K-1MM, NH, DL, AA, BA, Global Entry/Nexus, APEC..
Posts: 18,877
Hi all. I usually fly United, but am making a trip up to Canada in a couple weeks. I am booked on a flight ticketed by United, operated by Air Canada (Express/Jazz). I was assigned a seat automatically, but want to change it. When I try to change, I get an error: "We weren't able to assign your seats for this flight. (SS_SEAT_001)."
I tried calling reservations but I get the standard greeting that they are unable to take my call due to high call volume and I cannot hold for an agent. I tried selecting different seats (possibly the seat I am trying to get is now occupied), but same situation. Does anyone know what to do about this?
I tried calling reservations but I get the standard greeting that they are unable to take my call due to high call volume and I cannot hold for an agent. I tried selecting different seats (possibly the seat I am trying to get is now occupied), but same situation. Does anyone know what to do about this?
As you are aware, we're in a bit of a very messy spot. I'd be more graphic, but this is a family forum.
You mention you are ticketed on UA, so 016 stock I assume. Did you try calling UA to get your seats changed?
As for reaching AC, I am one of many with status and have spent hours well until past 2:00am on hold trying to reach both the concierge line which we SEs have access to, as well las on hold with AC reservations. As many of us note, we are only calling because we can't do things we used to on the website eg. check-in, do seat selection or change seats, upgrade our flights using our own upgrade credits; some here had flights cancelled and the online rebooking tool is missing or broken.
This is the current state and thus while I would offer you an alternative, I don't have any to offer.
You can keep trying or cancel the ticket and fly someone else or try to change seats at check-in.
Perhaps someone else here has more suggestions.
Good luck.
Dec 1, 2019, 7:56 pm
#1237
Join Date: Apr 2007
Location: Toronto, Ont., Canada
Programs: Aeroplan; Marriott Platinum; IHG Platinum; Best Western Diamond
Posts: 2,165
Hi all. I usually fly United, but am making a trip up to Canada in a couple weeks. I am booked on a flight ticketed by United, operated by Air Canada (Express/Jazz). I was assigned a seat automatically, but want to change it. When I try to change, I get an error: "We weren't able to assign your seats for this flight. (SS_SEAT_001)."
I tried calling reservations but I get the standard greeting that they are unable to take my call due to high call volume and I cannot hold for an agent. I tried selecting different seats (possibly the seat I am trying to get is now occupied), but same situation. Does anyone know what to do about this?
I tried calling reservations but I get the standard greeting that they are unable to take my call due to high call volume and I cannot hold for an agent. I tried selecting different seats (possibly the seat I am trying to get is now occupied), but same situation. Does anyone know what to do about this?
As you have experienced, many people have not been able to reach anyone at the call centres. I'm not hopeful seat selection/changes can happen in 30 days when I travel.
Dec 1, 2019, 8:11 pm
#1238
Join Date: Apr 2013
Programs: Yes, I belong.
Posts: 361
Booked a min-RTW recently and learning new things:
- PNRs were changed: new PNR matches up with other airlines now. Yay!
- Can't access reward seats: currently on hold now for 2.5h to change a segment form Y to J. It's available on expertflyer and AP website.
- 1st call: "I am sorry, but sometimes it shows available but it isn't" "Can you provide me a more technical reason?" "Well, sometimes you see it's available, but then when you go to book it, it isn't"
Definitely an agent to HUCA - Interim: use AP app to go all the way to the payment page. Looks like it's available.
- 2nd call: Same as above, but agent more knowledgable. Says that she's sending it off to ticketing, but it'll be 90 mins. She puts me on to another agent, since her shift is ending in 20 mins.
- 3rd (current) call: Seemingly knowledgeable agent. I attempt to purchase again on the app -- he doubts it'll work -- and I actually proceed though to payment and receive an e-ticket and PNR! However, he's unable to take those seats and use them for my original booking, which he informed me of before I completed the purchase. He puts me on hold and returns to tell me the reason he's unable to is because I am only attempting to change one segment, but the system is trying to look for availability for the entire leg (i.e. 3 segments) in J. Placed on hold again. After refunding that new purchase, he comes back and says that he'll try again but now he can't access those seats, despite me being able to initiate yet another checkout. He uses language from first call, which gets me a little stern: "It's not that the seats aren't there and can't be booked. We just tested if they are available and were successful in making a purchase -- you saw this yourself. And I'm able to initiate another purchase. It's not magic, we empirically tested if they are actually available and they are." Now on hold for supervisor, since we have other flights in our itinerary that we might change for the same reason. Uggh!
I called again today (75 mins on hold -- I got some work done while waiting). Same result.
Will try again tomorrow.
Also, United Mileage Plus is showing the same availability as EF. Does United use a different system?
Dec 1, 2019, 11:36 pm
#1239
Join Date: Dec 2007
Programs: AC 100k, Star Alliance Gold, Fairmont Platinum, Westjet Gold, Starwood Gold, Hyatt Platinum
Posts: 125
In today's frustrations, I was booked on AC to travel CVG-YYZ-YYC. I had checked in and signed up for notifications and about 2 hours before the flight, I checked the app to see if everything was running on time, to see that the CVG-YYZ flight had been cancelled. I didn't receive a call, text, email, or app notification to let me know. As usual, I couldn't get through on the phone to the 100k line or the 100k concierge line and no one at CVG had half a brain cell. Out of frustration, I jumped on an allegiant flight to LAS with my partner as I figured best to be on the west coast and not have to pay for a hotel in Cincinnati bc the cancellation was due to weather so AC wouldn't be covering it. By time I landed in Vegas, I still hadn't received any info from Air Canada despite emailing the national concieerge and the Calgary concierge. I finally got a notification from AC that I'd been re-booked on a flight 2 days from now. Wow...if I'm 100k and waiting 2 days, I'd hate to be someone with no status. I finally got a call from the concierge a few hours later telling me that they'd refunded my flight as requested.
NEXT...I used my Southwest Sun Flight Pass to book LAS-YVR-YYC in the morning. It showed upgrades were available on LAS-YVR but that there isn't a J class on the YVR-YYC flight. I quickly checked the AC page to see that there is in fact J on that flight and seats available. Regardless, I can survive in Y for the short jump to Calgary and proceeded with my upgrade from LAS-YVR, which showed that it cleared successfully. However, when I went to check-in, it still shows me in Y. I went into my eupgrade account to find that the credits had been taken out and then returned. I tried it all over again, same thing. Another funny note is that despite the upgrade page saying J isn't available on YVR-YYC, when I go to check-in, it offers me a paid upgrade to J on that leg. OLCI is offering paid upgrades on both legs but not offering me the ability to use credits. So now I'm unable to upgrade nor get anyone on the phone (55 mins so far on hold) to sort this out. Any geniuses out there have any idea what's going on?
NEXT...I used my Southwest Sun Flight Pass to book LAS-YVR-YYC in the morning. It showed upgrades were available on LAS-YVR but that there isn't a J class on the YVR-YYC flight. I quickly checked the AC page to see that there is in fact J on that flight and seats available. Regardless, I can survive in Y for the short jump to Calgary and proceeded with my upgrade from LAS-YVR, which showed that it cleared successfully. However, when I went to check-in, it still shows me in Y. I went into my eupgrade account to find that the credits had been taken out and then returned. I tried it all over again, same thing. Another funny note is that despite the upgrade page saying J isn't available on YVR-YYC, when I go to check-in, it offers me a paid upgrade to J on that leg. OLCI is offering paid upgrades on both legs but not offering me the ability to use credits. So now I'm unable to upgrade nor get anyone on the phone (55 mins so far on hold) to sort this out. Any geniuses out there have any idea what's going on?
Dec 2, 2019, 2:43 am
#1240
Join Date: Jan 2005
Location: YOW
Programs: AC SEMM; AA,DL, Hyatt and Starwood. Ex-status:SQ PPS,CSA,Hilton,AA,UA
Posts: 743
Today's mild frustration. I'm in Australia, on a points ticket (in J) accompanying spouse (in paid PE). 7 day upgrade window opened up for the return; spouse is my nominee. But can't eup online, says not eligible. Phoned in, waited 20 mins to speak to agent. According to agent, "none of us have been able to figure out how to do nominee upgrades yet". Agent is able to upgrade spouse on spouse's own credits, which ought not be possible since my credits were used on the outbound. But whatever; mission accomplished, or reasonable facsimile thereof.
Dec 2, 2019, 5:29 am
#1241
Join Date: May 2013
Location: YYT/YYC/TPE
Programs: AC SE, UA, National Exec Elite, Nexus, GE
Posts: 1,810
I called the SE desk this morning, and got through in one minute! I was so shocked that I had to double check I was speaking to a real human!
Apparently now if there is a schedule change in any of your flights, no matter how minor, you need to have an AC agent confirming the schedule change before you are able to see the options such as "Change Flight" , "Change Seats" , "Cancel Booking" (for bookings made on AC website), "eUpgrade" , "Add Travel Options", and "Air Canada Stopover" (for international tickets) appearing again. This is in line with what yyznomad mentioned a few days ago.
Apparently now if there is a schedule change in any of your flights, no matter how minor, you need to have an AC agent confirming the schedule change before you are able to see the options such as "Change Flight" , "Change Seats" , "Cancel Booking" (for bookings made on AC website), "eUpgrade" , "Add Travel Options", and "Air Canada Stopover" (for international tickets) appearing again. This is in line with what yyznomad mentioned a few days ago.
Dec 2, 2019, 7:50 am
#1242
Join Date: Dec 2002
Location: Toronto, ON, CANADA
Programs: AC SE100K, Marriott Bonvoy LTE
Posts: 1,881
NEXT...I used my Southwest Sun Flight Pass to book LAS-YVR-YYC in the morning. It showed upgrades were available on LAS-YVR but that there isn't a J class on the YVR-YYC flight. I quickly checked the AC page to see that there is in fact J on that flight and seats available. Regardless, I can survive in Y for the short jump to Calgary and proceeded with my upgrade from LAS-YVR, which showed that it cleared successfully. However, when I went to check-in, it still shows me in Y. I went into my eupgrade account to find that the credits had been taken out and then returned. I tried it all over again, same thing. Another funny note is that despite the upgrade page saying J isn't available on YVR-YYC, when I go to check-in, it offers me a paid upgrade to J on that leg. OLCI is offering paid upgrades on both legs but not offering me the ability to use credits. So now I'm unable to upgrade nor get anyone on the phone (55 mins so far on hold) to sort this out. Any geniuses out there have any idea what's going on?
Dec 2, 2019, 8:37 am
#1243
FlyerTalk Evangelist
Join Date: Feb 2000
Posts: 12,068
I called the SE desk this morning, and got through in one minute! I was so shocked that I had to double check I was speaking to a real human!
Apparently now if there is a schedule change in any of your flights, no matter how minor, you need to have an AC agent confirming the schedule change before you are able to see the options such as "Change Flight" , "Change Seats" , "Cancel Booking" (for bookings made on AC website), "eUpgrade" , "Add Travel Options", and "Air Canada Stopover" (for international tickets) appearing again. This is in line with what yyznomad mentioned a few days ago.
Apparently now if there is a schedule change in any of your flights, no matter how minor, you need to have an AC agent confirming the schedule change before you are able to see the options such as "Change Flight" , "Change Seats" , "Cancel Booking" (for bookings made on AC website), "eUpgrade" , "Add Travel Options", and "Air Canada Stopover" (for international tickets) appearing again. This is in line with what yyznomad mentioned a few days ago.
Dec 2, 2019, 8:44 am
#1244
Join Date: May 2013
Location: YYT/YYC/TPE
Programs: AC SE, UA, National Exec Elite, Nexus, GE
Posts: 1,810
Dec 2, 2019, 8:45 am
#1245
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,804
I called the SE desk this morning, and got through in one minute! I was so shocked that I had to double check I was speaking to a real human!
Apparently now if there is a schedule change in any of your flights, no matter how minor, you need to have an AC agent confirming the schedule change before you are able to see the options such as "Change Flight" , "Change Seats" , "Cancel Booking" (for bookings made on AC website), "eUpgrade" , "Add Travel Options", and "Air Canada Stopover" (for international tickets) appearing again. This is in line with what yyznomad mentioned a few days ago.
Apparently now if there is a schedule change in any of your flights, no matter how minor, you need to have an AC agent confirming the schedule change before you are able to see the options such as "Change Flight" , "Change Seats" , "Cancel Booking" (for bookings made on AC website), "eUpgrade" , "Add Travel Options", and "Air Canada Stopover" (for international tickets) appearing again. This is in line with what yyznomad mentioned a few days ago.