Simple Nominee Upgrade - 43 minutes - What a joke
Jan 12, 2020, 6:17 pm
#1
Original Poster
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,098
Simple Nominee Upgrade - 43 minutes - What a joke
- an upgrade for my SE nominee on an INTL flight
- R is 1
- can't do online, flight is tomorrow night ; hence, <36 hours, and things are broken, right?
- call Concierge. 10 minutes of waiting and of course they don't answer the phone
- call SE line
- they confirm upgrade is available. Tries to push it through. Can't do it
- calls help desk
- comes back after 15 minutes
- then they do the credit card thingy. Remember there was that thing where you punched in the number? It's now verbal. I guess that broke too
- then she goes away ... comes back. Credit card thing won't work. Trying to match his name to name on my credit card, and it fails
- has to call help desk again ; now on hold another 5 minutes
I puke every time I get on board one of their planes and hear them boast about how they are one of the world's top airlines etc.
I'm now at 47 minutes. Still don't know if we got the upgrade.
Things are so broken.
- R is 1
- can't do online, flight is tomorrow night ; hence, <36 hours, and things are broken, right?
- call Concierge. 10 minutes of waiting and of course they don't answer the phone
- call SE line
- they confirm upgrade is available. Tries to push it through. Can't do it
- calls help desk
- comes back after 15 minutes
- then they do the credit card thingy. Remember there was that thing where you punched in the number? It's now verbal. I guess that broke too
- then she goes away ... comes back. Credit card thing won't work. Trying to match his name to name on my credit card, and it fails
- has to call help desk again ; now on hold another 5 minutes
I puke every time I get on board one of their planes and hear them boast about how they are one of the world's top airlines etc.
I'm now at 47 minutes. Still don't know if we got the upgrade.
Things are so broken.
Last edited by InTheAirGuy; Jan 12, 2020 at 6:17 pm Reason: addition
Jan 12, 2020, 6:20 pm
#2
Join Date: Dec 2007
Location: YYJ
Programs: AC SE*MM, Bonvoy LT Plat, HH Gold, National EE, Sixt Plat, Hz 5*
Posts: 2,438
I tried to book a ticket with the FP app included in the FP region. Error -2046 IIRC...so I try to use the website on my PC. Another error. So I call reservations, they get it done in only 1hr.
Jan 12, 2020, 7:57 pm
#6
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
Jan 12, 2020, 8:00 pm
#7
Suspended
Join Date: Sep 2014
Programs: AC SE100K-1MM, NH, DL, AA, BA, Global Entry/Nexus, APEC..
Posts: 18,877
Oh, and I was on hold for part of this call while someone went to fix stuff that's broken.....or try
Jan 12, 2020, 8:12 pm
#8
Join Date: Dec 2007
Location: YYJ
Programs: AC SE*MM, Bonvoy LT Plat, HH Gold, National EE, Sixt Plat, Hz 5*
Posts: 2,438
To be fair, I didn't have to wait on hold to first talk to reservations. It just took them an hour to get my flight booked.
I checked my call log. I called the concierge line at 3am eastern on the 4th of Jan and it only took 26 minutes to complete my call, mostly hold time.
I checked my call log. I called the concierge line at 3am eastern on the 4th of Jan and it only took 26 minutes to complete my call, mostly hold time.
Jan 12, 2020, 8:22 pm
#9
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
To be fair, I didn't have to wait on hold to first talk to reservations. It just took them an hour to get my flight booked.
I checked my call log. I called the concierge line at 3am eastern on the 4th of Jan and it only took 26 minutes to complete my call, mostly hold time.
I checked my call log. I called the concierge line at 3am eastern on the 4th of Jan and it only took 26 minutes to complete my call, mostly hold time.
As for the OP's request, that's definitely something that should be relatively "quick"...
Jan 12, 2020, 8:25 pm
#10
Join Date: Dec 2007
Location: YYJ
Programs: AC SE*MM, Bonvoy LT Plat, HH Gold, National EE, Sixt Plat, Hz 5*
Posts: 2,438
You don't think booking a single segment itin on a flight pass should be quick? I did also need the complimentary upgrade.
Jan 12, 2020, 8:29 pm
#11
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
Jan 13, 2020, 2:41 am
#12
Join Date: Jun 2018
Location: YVR
Programs: AC SE100K, Bonvoy Platinum Elite, IHG Gold, Hertz 5*
Posts: 2,132
I gave up on the concierge line after 46 minutes today and chose to press 1 for the SE line. They answered quickly but from there it was over 50 minutes of various "please hold"s.
All simple crap I could have accomplished in 6 minutes on my own previously.
Still trying to understand the advantages of this change...
All simple crap I could have accomplished in 6 minutes on my own previously.
Still trying to understand the advantages of this change...