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Originally Posted by YYT82
(Post 31801451)
I addressed this issue, also intrinsic to Amadeus, in post #1198. The flight coupon goes to airport control much earlier now compared to the RES III days. Unable to select seats for close in bookings is just one of the many headaches we will face.
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Hard enough to call Air Canada/Aeroplan so why not stay open longer hours?
It’s bad enough that one cannot reach Air Canada/Aeroplan.. but for those of us out west (vancouver) the only time the office is even open to try and get through is from
4 AM until only 9 PM.., why would they not stay open longer hours??? |
Originally Posted by D582
(Post 31802892)
This is a temporary limitation which will be fixed once DCS is migrated early next year.
Not all airlines that use Amadeus allow OLCI at T-47h, as individual airlines can still stipulate when they want OLCI to begin. I have a feeling AC will stick with 24 hours while simultaneously having forgotten about the coupon status issue, since it only affects the FF community for the most part. |
Originally Posted by rearle
(Post 31802937)
It’s bad enough that one cannot reach Air Canada/Aeroplan.. but for those of us out west (vancouver) the only time the office is even open to try and get through is from
4 AM until only 9 PM.., why would they not stay open longer hours??? As this is your first post, welcome to FT. Aeroplan has had their hours set like the for many years. Most everyone is quite annoyed at them for not having a 24/7 call centre and for closing their international call centre. They aren't open past 9pm your time because they don't want to be. Maybe they will change it, maybe not, but they made that decision. For reference related to difficulty calling either AC or Aeroplan now, as you know, this is the current main reason why https://www.flyertalk.com/forum/air-...madeus-90.html These are some of the other already existing threads related to calls: https://www.flyertalk.com/forum/air-...ct-centre.html https://www.flyertalk.com/forum/air-...ge-phones.html https://www.flyertalk.com/forum/air-...ugh-phone.html https://www.flyertalk.com/forum/air-...-aeroplan.html |
CBC: Air Canada’s customer service hits turbulence
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On the bright side, as of this morning, I can now see all my bookings (a mix made on AC.com, flight pass and Aeroplan) on my AC.com account. ^
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Originally Posted by jasdou
(Post 31803485)
On the bright side, as of this morning, I can now see all my bookings (a mix made on AC.com, flight pass and Aeroplan) on my AC.com account. ^
However, I booked a new trip today via my corporate travel agent, and eupgraded successfully online. It shows up on aircanada.com, but not in the app. Another trip booked through the same travel agent shows up in both the app and on the website, but hasn't been eupgraded yet. |
Any call center with long hold times should do two things
1) provide periodic updates of estimated hold time during the hold 2) call back when customer reached head of queue. |
Originally Posted by rufflesinc
(Post 31803506)
Any call center with long hold times should do two things
1) provide periodic updates of estimated hold time during the hold 2) call back when customer reached head of queue. 3) hire more staff 4) fix their IT so that people can do things online without calling in But, given this is AP/AE we're talking about the answer is simply they don't want do (or can't) any of these things because they require money. Which means less profit and therefore they won't fix it unless it starts losing them significant customers. Which, as long as we have limited options on many routes is highly unlikely to occur. |
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Not sure if this is related to the migration? But has anyone who has a flight pass and chose "eUpgrade Credits for eligible Flight Pass activities" gotten their bonus credits? Each month my Unlimited NA FP renews on the 23rd. I always have the 12 credits by the 1st of the month at the very latest. But still nothing. I was going to open a support ticket but didn't know if it was just me or a system wide issue?
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10 days since cut over and AC still can't get a handle on the call center. Volumes are so heavy, they can't even put calls into a queue.
Business / revenue is being lost. This is going to materially impact 4Q revenues a quarter that at, best, is marginal to begin with. It'll make an interesting short / buying opportunity when they sneak 4Q numbers out, my guess, on Feb 14th, the Friday before the Feb Stat Holiday in most of Canada. There's nothing like a three day holiday to help investors forget dismal earnings. |
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Originally Posted by BarrieTravelGuy
(Post 31803870)
Not sure if this is related to the migration? But has anyone who has a flight pass and chose "eUpgrade Credits for eligible Flight Pass activities" gotten their bonus credits? Each month my Unlimited NA FP renews on the 23rd. I always have the 12 credits by the 1st of the month at the very latest. But still nothing. I was going to open a support ticket but didn't know if it was just me or a system wide issue?
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Originally Posted by skybluesea
(Post 31803709)
We are NOT Amadeus customers, AC has made a lot of choices here that relate to the service level offering - that with sufficient planning and resource execution would have been prepared for the transition.
I might even go so far to suggest that this Forum contributes to the problem indirectly- should instead of the vast numbers of posts here that basically are venting for sake of venting, how about folks consider putting every problem in form of complaint to AC instead of posting here. How about a flood of complaints that starts to cost AC serious coin in compensation! Did my part and received 25% future ticket purchase voucher, and my next complaint coming re lack of access to change fully refundable Latitude fare. in short, get on AC case rigorously and with NO tolerance, the alternative is not effective, IMHO My question is how much responsibility does Amadeus as an integration partner have in these failures? And I would contend that a large number of posters here also submit complaints. Maybe not to TC, FAA, IATA, and the UN like you, but certainly to AC directly. At least I have and do. But back to my question.... |
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