Question: Misconnected at YYZ, full of confused people, no help, can't get thru, what to do?
Jul 3, 2019, 8:28 pm
#61
Join Date: Dec 2009
Posts: 306
I'm still shocked that Air Canada does not automate rebookings during irrops. United is no saint, but when I had irrop with them several years ago, I was automatically rebooked and if I didn't like the flight I was rebooked on, I could change it myself through their app without speaking with anyone.
Air Canada seems to love to automate everything else. They're quite forceful in making sure you use attempt to use the check-in machine before you even are allowed to speak with a check in agent and they have the automated machines that accept your luggage now at YYZ and other stations. I'm sure they could make the business case to have the IT infrastructure to make rebooking automatic.
Air Canada seems to love to automate everything else. They're quite forceful in making sure you use attempt to use the check-in machine before you even are allowed to speak with a check in agent and they have the automated machines that accept your luggage now at YYZ and other stations. I'm sure they could make the business case to have the IT infrastructure to make rebooking automatic.
Jul 3, 2019, 8:37 pm
#62
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,810
Also, airlines market their rock bottom still using the myth that flying is fancy. But then again, do people ever learn?
Jul 3, 2019, 11:11 pm
#63
Join Date: Mar 2014
Programs: AC SE; SPG Platnium; HH G
Posts: 551
so at what point is basic service expected like rebooking when there is a missed connection versus having to pay extra for it.
an example could be the issue with deflagate. If that is the norm that you get a seat that deflates maybe there should be an extra charge to get one that doesn’t.
of course that is silly, but not much difference than assuming you should not have to pay extra to be rebooked in a timely manner.
an example could be the issue with deflagate. If that is the norm that you get a seat that deflates maybe there should be an extra charge to get one that doesn’t.
of course that is silly, but not much difference than assuming you should not have to pay extra to be rebooked in a timely manner.
Jul 4, 2019, 2:19 am
#64
Join Date: Jun 2012
Location: YYT
Programs: AC P25
Posts: 269
Im not sure about you but I am under no illusion that flying is fancy. No one I know expects more than the smallest seat on the plane, no meal, pay for luggage, etc. But they don’t expect a flight attendant surcharge. Or an unbundled fee to pay for having an armrest. These are the basics included in all tickets. Rebooking when a flight is cancelled or severely delayed should not be an add on or luxury service. Period.
Jul 4, 2019, 8:35 am
#65
Join Date: Sep 2009
Location: YYZ
Programs: AC SE MM, Bonvoy Plat, Hilton G,Nexus, Amex MR Plat,IHG Plat
Posts: 4,429
To be fair to AC, I have seen agents at the top of the jetbridge handing out new BPs for late incoming passengers who misconnect. Not all the time, just sometimes.
I do agree that I wish they would provide more options to rebook, specially online on in-app. My flight yesterday on UA was late with a possible misconnect and I could choose multiple rebooking options in the app - ne need to lineup or call anyone.
As I have stated before, I wish AC would also install a bank of phones that connect direct to the call center near their customer service desk. They never seem to have more than 3 CSRs at the desk and a phone bank would speed things up instead of having a 100 people line up. Also anyone already at the airport is likely more in need of urgent rebooking assistance.
I do agree that I wish they would provide more options to rebook, specially online on in-app. My flight yesterday on UA was late with a possible misconnect and I could choose multiple rebooking options in the app - ne need to lineup or call anyone.
As I have stated before, I wish AC would also install a bank of phones that connect direct to the call center near their customer service desk. They never seem to have more than 3 CSRs at the desk and a phone bank would speed things up instead of having a 100 people line up. Also anyone already at the airport is likely more in need of urgent rebooking assistance.
Jul 4, 2019, 9:56 am
#66
Join Date: Feb 2005
Posts: 7,156
May be, maybe not? My point remains, if you "unbundle" that service, most people will elect not to pay for it... So they don't seem to agree with you, no? Of course these folks are not your typical FT demographics. But can you blame airlines when they oblige? AC's financial results seem to strongly correlate with the race to the bottom. What does that tell you? (And no, I don't own stock, and I don't necessarily like it. But reality is reality. And it won't go away any time soon.)
Jul 4, 2019, 10:20 am
#67
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,810
Im not sure about you but I am under no illusion that flying is fancy. No one I know expects more than the smallest seat on the plane, no meal, pay for luggage, etc. But they don’t expect a flight attendant surcharge. Or an unbundled fee to pay for having an armrest. These are the basics included in all tickets. Rebooking when a flight is cancelled or severely delayed should not be an add on or luxury service. Period.
I don't necessarily disagree with that. OTOH, arguing that there is a rationale for airlines not providing resources for a proper handling in extreme cases.
Jul 4, 2019, 10:20 am
#68
Join Date: Mar 2001
Location: Toronto, ON
Programs: AC 75K
Posts: 6,363
I'm still shocked that Air Canada does not automate rebookings during irrops. United is no saint, but when I had irrop with them several years ago, I was automatically rebooked and if I didn't like the flight I was rebooked on, I could change it myself through their app without speaking with anyone.
Jul 4, 2019, 10:24 am
#69
Join Date: Apr 2008
Location: Ottawa
Programs: Altitude E50K / *G
Posts: 924
From what I had to deal with last week, the training seems to be - give the customer a phone number for them to call and show them where the exit is
Ok - I am still cranky
Jul 4, 2019, 10:29 am
#71
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,810
Im not sure about you but I am under no illusion that flying is fancy. No one I know expects more than the smallest seat on the plane, no meal, pay for luggage, etc. But they don’t expect a flight attendant surcharge. Or an unbundled fee to pay for having an armrest. These are the basics included in all tickets. Rebooking when a flight is cancelled or severely delayed should not be an add on or luxury service. Period.
Again, the FT demographics are very different compared with the bulk of airline customers.
Jul 4, 2019, 11:25 am
#74
Join Date: Jun 2016
Programs: air miles
Posts: 284
Unbundling has been the pandora's box, though its difficult to say if the airlines introduced this or if passengers requested it. How many here have said that they don't eat the meal or drink on the plane so they don't want to pay the 1/300'th of the cost to cater the whole plane, or say that the don't check a bag and so why should i pay 1/300th of the cost of having baggage handling for the flight. AC has latched on to this to the nth degree with fuel charges (we need fuel to fly) airport charges (we need to land at our destination airport) etc etc etc. All costs that SHOULD be baked in the basic price of providing the service. After all starbucks doesnt charge you extra for the milk or honey you place in your tea/coffee, its part of their price calculation.
Alas without oversight and guidlines as to what a minimum level of service should be this practice will continue.
Alas without oversight and guidlines as to what a minimum level of service should be this practice will continue.