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Air Canada moving to Amadeus; Communication issues with AP/AC post-migration result

Air Canada moving to Amadeus; Communication issues with AP/AC post-migration result

Old Dec 3, 19, 4:39 am
  #1276  
 
Join Date: Dec 2002
Location: Toronto, ON, CANADA
Programs: AC SE100K, Marriott Bonvoy LTE
Posts: 1,657
Originally Posted by aubreyfromwheaton View Post
So i found this thread after spending an excessive amount of time on the phone and givingup/failing trying to buy a new ticket for someone (minor) to join us on an itinerary.

After that bad experience I accidentally gave my last name and confirmation number to a likely scammer at a fake air canada phone number (my wife picked a phone number that popped up on a google search and handed me the phone, i got suspicious after already giving the info, and then the rep called back instantly, i hung up again and called the number from another phone and asked is this American Airlines and the rep said yes we are consolidator for AA.... So mad I gave them info)

When I checked my reservation again, the confirm number had changed, I kind of panicked but perhaps all confirm numbers changed with the migration.

Anyway, I then tried calling back to the real AC to ask if there’s anyway to secure the reservation with requiring more personal info, so the scammers wouldn’t be able to mess with the ticket.

Since it’s impossible to get through on phone and twitter didn’t respond, I still don’t know the answer to that.

I also noticed that my name went from First Middle Last to a concotenated weird version FirstMr Last. I wonder if the weird name change is a source of problems with upgrades and reps not finding reservations.

I did Skype to the New Zealand AC number off the AC website and asked about the reservation, but in typical fashion they said “there’s nothing to worry about they can’t do anything” which I don’t believe is true still.

I then asked the NZ rep to book the tickets (I now needed to book 2 minor tickets) since the cyber sale was going on.

The NZ rep said she couldn’t right now but I would get a call back in 30 minutes. She took the names and DOB for my proposed pax. I never received a call back.

So basically I think one major issue is the way the Pax names were imported are totally different than before
The passenger name is the least of your worries. LAST/FIRSTMR is normal and nothing to worry about. And yes, booking references will change since the legacy booking references were specific to RESIII. Once they migrated a reservation from RESIII to Amadeus, the booking reference had to change to reflect the new record in Amadeus.
Jebby_ca is offline  
Old Dec 3, 19, 5:07 am
  #1277  
 
Join Date: Aug 2000
Location: Edmonton, AB, Canada
Programs: Amex Platinum, SPG Gold, Hertz 5*, Hyatt Platinum
Posts: 9,503
How does one on line check in without the new res number? Why did they not email the new res numbers to all passengers? This process will likely hit them in earnings as so many things have gone wrong...
Altaflyer is offline  
Old Dec 3, 19, 7:45 am
  #1278  
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Join Date: May 1998
Location: yvr
Programs: AC
Posts: 556
I've read through masses of emails here. Has anyone been able to eupgrade through their account online? Is everyone forced to call?

If someone has, can they please post their status if okay.

thanks,

Lornag
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Old Dec 3, 19, 7:51 am
  #1279  
 
Join Date: Sep 2019
Location: YYZ, LGA
Programs: AC SE100K, Bonvoy Titanium, Nexus
Posts: 31
Originally Posted by Lornag View Post
I've read through masses of emails here. Has anyone been able to eupgrade through their account online? Is everyone forced to call?

If someone has, can they please post their status if okay.

thanks,

Lornag
I’ve eupgraded 6 flights post migration. All had positive R space.
flyquiet, canadiancow and RangerNS like this.
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Old Dec 3, 19, 7:52 am
  #1280  
 
Join Date: Nov 2012
Location: YWG
Posts: 2,145
Originally Posted by Lornag View Post
I've read through masses of emails here. Has anyone been able to eupgrade through their account online? Is everyone forced to call?

If someone has, can they please post their status if okay.

thanks,

Lornag
Yes it can be done online - did it about 45 mins ago
Not as user-friendly as the previous eUp site unfortunately
hydrogen is online now  
Old Dec 3, 19, 8:35 am
  #1281  
 
Join Date: Dec 2002
Location: Toronto, ON, CANADA
Programs: AC SE100K, Marriott Bonvoy LTE
Posts: 1,657
AC SE100K members have reported long wait times on the phone, but has any super elite members received the can't place you on hold message? Just got that message while calling the super elite line right now to make a change...

Nevermind... the number provided by the concierge email auto response wasn't actually the SE100k line. SE agent picked up in under 30s.
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Old Dec 3, 19, 9:03 am
  #1282  
 
Join Date: Aug 2015
Location: YYZ
Programs: AC SE; SPG Plat
Posts: 335
You got an answer that fast? Wow. I gave up on one call yesterday after an hour. Second call got answered after 40 minutes. Then, to do what used to take a minute took about 15 minutes. That said, the phone agent was fantastic - offered to call me back once she had completed it, which she did; better, the same thing needs to be done tomorrow for another flight, she offered to make a note and just do it rather than requiring me to call in.

She said things are gradually getting better. Also, if I heard her right, she said they had actually temporarily redirected the SE line to the general line because the wait was so bad for SE's. Presumably jumping the "call us later, we won't even put you in the queue" part of the general line.
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Old Dec 3, 19, 9:06 am
  #1283  
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Originally Posted by Lornag View Post
I've read through masses of emails here. Has anyone been able to eupgrade through their account online? Is everyone forced to call?

If someone has, can they please post their status if okay.

thanks,

Lornag
@Lornag

Despite the success posted by others of being able to upgrade on the AC eUpgrade page, I am among those who had to call AC at the upgrade window for each flight, wait on hold for 1 hour+, to have it done manually as the eUpgrade page stated my flights were not eligible. (My flights/fare and status were all certainly eligible). As I posted upthread with screen shots, even after the flights were upgraded, the page for that booking still showed the flights as not eligible for upgrading.

Datapoint: This was a booking made pre-migration and the upgrade window was post migration

I am happy for those who have had success, but many do not share that experience.

I have another trip also booked pre-migration which I may just cancel and get refunded rather than deal with the hassle. Sure AC would lose some coin, but I'm sure they'll be happy to sell the seat to someone else.

I appreciate that this was a major system move and many, many things are broken. I just find the time wasted on hold, the time used up by concierges, just to do an upgrade, is not a good use of their time or mine - especially well past zero dark thirty.
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Old Dec 3, 19, 9:08 am
  #1284  
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Join Date: May 1998
Location: yvr
Programs: AC
Posts: 556
Okay. You are se100k. And all the flights had some R before flying and you were able to upgrade online. Thanks.
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Old Dec 3, 19, 9:09 am
  #1285  
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Join Date: May 1998
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Originally Posted by hydrogen View Post
Yes it can be done online - did it about 45 mins ago
Not as user-friendly as the previous eUp site unfortunately
What is your status please and what was the positive r space if any?
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Old Dec 3, 19, 9:10 am
  #1286  
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Originally Posted by Lornag View Post
Okay. You are se100k. And all the flights had some R before flying and you were able to upgrade online. Thanks.
Are you replying to me? If so, then your reply is not correct.
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Old Dec 3, 19, 9:24 am
  #1287  
 
Join Date: Nov 2012
Location: YWG
Posts: 2,145
Originally Posted by Lornag View Post
What is your status please and what was the positive r space if any?
100K, R9 domestic flight
hydrogen is online now  
Old Dec 3, 19, 9:48 am
  #1288  
 
Join Date: Apr 2017
Posts: 5
Aeroplan booking

Has anyone been able to successfully make a reservation on aeroplan with points?

I've been trying since the migration and have been unsuccessful. I can't even do a search for an itinerary It errors out before even showing me results.

I tried on my wife's newly created account and she can do the search but I'm worried about transferring points into her aeroplan account and not being able to book.

Any suggestions?
zerbaxa is offline  
Old Dec 3, 19, 10:34 am
  #1289  
 
Join Date: Nov 2002
Programs: AC; Fairmont Plat; Accor Plat; SPG Plat, BA Gold; A3*G; AB Gold;
Posts: 222
Originally Posted by zerbaxa View Post
Has anyone been able to successfully make a reservation on aeroplan with points?

I've been trying since the migration and have been unsuccessful. I can't even do a search for an itinerary It errors out before even showing me results.

I tried on my wife's newly created account and she can do the search but I'm worried about transferring points into her aeroplan account and not being able to book.

Any suggestions?
I have successfully canceled an itin, needing the points from that cancellation to rebook another and everything went perfectly. Points refunded immediately, fee refund processed accurately, and new itin booked successfully. This was on Thursday last week.
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Old Dec 3, 19, 10:43 am
  #1290  
A FlyerTalk Posting Legend and Moderator: Air Canada Aeroplan, Canada & Manufactured Spending
 
Join Date: May 2002
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https://toronto.citynews.ca/2019/12/...ations-delays/

Air Canada lambasted online for lack of communication over flight cancellations, delays

Air Canada is facing a barrage of complaints online from frustrated travellers who say they’ve been unable to contact the airline over a slew of weather-related cancellations and flight schedule changes.

The airline recently migrated to a new reservation system, and Air Canada spokesperson Peter Fitzpatrick said the change has led to some delays, but cited weather as the main factor.

“Like other carriers, we had to cancel flights at the request of the airport due to de-icing requirements (some aircraft are waiting up to an hour or more to get through deicing),” Fitzpatrick told CityNews. “Additionally, there are continuing impacts from the weather in the US North East, where we operate a large number of daily flights.
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