Contacting AC - not accepting calls
Mar 12, 2019, 12:51 pm
#1
Original Poster
Join Date: Dec 2012
Location: YVR, HNL
Programs: AS 75k, UA peon, BA Bronze, AC E50k, Marriott Plat, HH Diamond, Fairmont Plat (RIP)
Posts: 7,834
Contacting AC - not accepting calls
Trying to contact AC about an upcoming flight. I get a recording from the lovely Michael Trembley who proudly says he is responsible for AC call centres around the world saying they cannot answer my call nor even put me on hold for the next available agent and I should call back another time.
WTH? What kind of call centre can’t even put you on hold? So how is one supposed to get assistance for something that cannot be done online?
WTH? What kind of call centre can’t even put you on hold? So how is one supposed to get assistance for something that cannot be done online?
Mar 12, 2019, 12:55 pm
#2
Suspended
Join Date: Aug 2018
Posts: 669
Trying to contact AC about an upcoming flight. I get a recording from the lovely Michael Trembley who proudly says he is responsible for AC call centres around the world saying they cannot answer my call nor even put me on hold for the next available agent and I should call back another time.
WTH? What kind of call centre can’t even put you on hold? So how is one supposed to get assistance for something that cannot be done online?
WTH? What kind of call centre can’t even put you on hold? So how is one supposed to get assistance for something that cannot be done online?
Mar 12, 2019, 12:57 pm
#3
Original Poster
Join Date: Dec 2012
Location: YVR, HNL
Programs: AS 75k, UA peon, BA Bronze, AC E50k, Marriott Plat, HH Diamond, Fairmont Plat (RIP)
Posts: 7,834
Ok, I get high call volume. But put me on hold and give me the choice to wait, or offer me a callback. Don’t just tell me to go away. And if it is urgent? Not everyone is calling about something months in the future.
Mar 12, 2019, 1:00 pm
#4
Suspended
Join Date: Aug 2018
Posts: 669
But that are how phone systems work. There are only so many lines. Once max is reach, you are lucky even to get a message. Usually the phone line will ring busy or drop.
Mar 12, 2019, 1:04 pm
#5
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Not just AC. I don't think people understand that one can't just "put someone on hold." At some point, even large systems reach capacity. Besides, I am not certain that there is a value in expanding a system so that it can put callers on hold for 3+ hours.
Mar 12, 2019, 1:58 pm
#6
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,353
I ran an Asterisk server in my home when my connection was 5Mbps, and I certainly had 5+ active calls simultaneously. And with 5Mbps, I'm sure I could have done 50 without any degradation in quality.
My connection is now closer to 500Mbps, and I'm sure I could handle 5000 (actually, that might start to hit CPU limits on my server). Someone who runs a call center as a core part of their business should be able to handle 50,000 active calls without much issue. The vast majority would be on hold forever, but that's not a system limitation.
Mar 12, 2019, 2:35 pm
#7
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
"Asterisk" - wow that came up in a conversation I had at lunch.
I was discussing ancient technology (PBX) with my head architect.
I was discussing ancient technology (PBX) with my head architect.
Mar 12, 2019, 2:44 pm
#8
Formerly known as newbie elite
Join Date: Feb 2002
Location: YUL
Programs: IHG Diamond Ambassador, Accor Platinum, AC50K
Posts: 2,928
I was discussing ancient technology (PBX) with my head architect.
Don't understand why the callback function would not work (worked very well during IRROPS a few weeks ago but used the french line which is vastly quicker overall), as said above, given AC IT prowess it is unsurprising that there phone system is a steaming pile.
Mar 12, 2019, 4:54 pm
#9
Join Date: Mar 2017
Programs: AC E50K *G - Amtrak SelectPlus
Posts: 231
If "there are only so many lines", then they're using decades-old phone system technology.
I ran an Asterisk server in my home when my connection was 5Mbps, and I certainly had 5+ active calls simultaneously. And with 5Mbps, I'm sure I could have done 50 without any degradation in quality.
My connection is now closer to 500Mbps, and I'm sure I could handle 5000 (actually, that might start to hit CPU limits on my server). Someone who runs a call center as a core part of their business should be able to handle 50,000 active calls without much issue. The vast majority would be on hold forever, but that's not a system limitation.
I ran an Asterisk server in my home when my connection was 5Mbps, and I certainly had 5+ active calls simultaneously. And with 5Mbps, I'm sure I could have done 50 without any degradation in quality.
My connection is now closer to 500Mbps, and I'm sure I could handle 5000 (actually, that might start to hit CPU limits on my server). Someone who runs a call center as a core part of their business should be able to handle 50,000 active calls without much issue. The vast majority would be on hold forever, but that's not a system limitation.
Mar 12, 2019, 5:33 pm
#10
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,105
Trying to contact AC about an upcoming flight. I get a recording from the lovely Michael Trembley who proudly says he is responsible for AC call centres around the world saying they cannot answer my call nor even put me on hold for the next available agent and I should call back another time.
WTH? What kind of call centre can’t even put you on hold? So how is one supposed to get assistance for something that cannot be done online?
WTH? What kind of call centre can’t even put you on hold? So how is one supposed to get assistance for something that cannot be done online?
Until then, well, you're on your own.
Mar 12, 2019, 6:35 pm
#11
Join Date: Jan 2013
Location: YYC
Programs: AC-E50K, *G, WS-Gold, Nexus, HH-Diamond, Marriott-Gold, Hertz-PC
Posts: 182
There’s no point to keeping an infinite number of callers on hold, with a finite number of agents to take those calls.
Mar 12, 2019, 6:40 pm
#12
Join Date: Aug 2018
Programs: SkyPesos -> MVP Gold 100K
Posts: 680
The only time I had to call AC Reservations I got the same message as well. This was before this 737 Max 8 issue and I don't believe there was any travel alert going on that time, so just a random spike.
Gave up, dealt with an agent at the airport instead.
Gave up, dealt with an agent at the airport instead.
Mar 12, 2019, 6:50 pm
#13
Original Poster
Join Date: Dec 2012
Location: YVR, HNL
Programs: AS 75k, UA peon, BA Bronze, AC E50k, Marriott Plat, HH Diamond, Fairmont Plat (RIP)
Posts: 7,834
Same here. I went out to the airport this afternoon and dealt with this. When I got home, I canceled all my upcoming AC bookings. It will mean a more expensive flight with a less desirable routing with AS but at least I get excellent service both on the ground and in the air. A failed experiment at switching to AC.
Mar 12, 2019, 7:47 pm
#14
Join Date: Mar 2008
Programs: AC SE MM, Marriott Titanium
Posts: 904
Mar 12, 2019, 7:57 pm
#15
Join Date: Aug 2018
Programs: SkyPesos -> MVP Gold 100K
Posts: 680
Yeah, I have come to that conclusion. Pretty pathetic. AS is my regular airline and their customer service is stellar. I would even settle for bad from AC. But this is beyond abysmal.
Same here. I went out to the airport this afternoon and dealt with this. When I got home, I canceled all my upcoming AC bookings. It will mean a more expensive flight with a less desirable routing with AS but at least I get excellent service both on the ground and in the air. A failed experiment at switching to AC.
Same here. I went out to the airport this afternoon and dealt with this. When I got home, I canceled all my upcoming AC bookings. It will mean a more expensive flight with a less desirable routing with AS but at least I get excellent service both on the ground and in the air. A failed experiment at switching to AC.
Jokes aside, for me I feel like UA has better service than AC, and that's saying a lot given the state of US-based airlines right now.