GS4ACUSA

As a gate agent at a non-hub airport I'm going to chime in:
a) More often than not if there's a discrepancy on the boarding zone the affected customer will raise it in advance and we'll correct it if necessary
b) If someone boards in a zone other than the one that's printed on the b/pass I'll politely ask them to board with the correct zone
c) If they insist then I'll ask for "proof" why? (Usually they'll have the relevant card out already), If they just feel entitled to board out of order I will not board them.
d) I wear my brevette so my name is always available

When I do ask someone to leave the line and board in the correct zone often the two or three customers behind that person thank me for respecting the zone.

Just my two cents, adjusted for inflation.

jugaadkabaap

Can you correct the Boarding Zone of this particular case without re-assigning seats ?

I am genuinely curious as I was told umpteen times that this is not possible. Would like to have your opinion.

Also, did you knew that cobranded CC can get Zone 2 boarding or it is not communicated at all during training / similar work communications ?

Here the GA is stating without doubt that the card doesn't give Zone 2 boarding where as AC documentation states Zone 2 is for cobranded CC (https://www.aircanada.com/ca/en/aco/...g-by-zone.html)

RangerNS

I would raise the issue, but I'd raise it when I noticed the discrepancy in the very important document I was handed, when I was handed it. Id raise it with a lounge dragon, and I'd raise it with a concierge. I'd not wait until the last minute - no, during the last instant - to raise it.

If several rounds of trying to get it fixed before the gate did not fix it, I'd ask again, at the gate, before boarding. Once boarding has started, I'd board as allowed on the BP because the time to fix that has passed.

canadiancow

Also, in that case, literally pointing at the status on the BP is sufficient. Being SE is sufficient for zone 1.

Having an Aeroplan credit card is not sufficient for zone 2. Nothing that can be quickly flashed to a GA is sufficient in this case.

RangerNS

Suppose it's really important to check that before it means annoying 100 people you will be stuck on a metal tube with for 2 hours.

garykung

I would have to say it is necessary.

OP's card benefit is restrictive, i.e. OP can enjoy certain AC benefits only when OP's travel qualify. IIRC, OP can only enjoy BG2 with award travel on AC only.

Because BP does not mention anything about award travel. So the only way to identify OP's eligibility for BG2 is the BP. Showing the card IS NOT sufficient due to the restrictive nature of the benefit.

As said above, OP's card benefit is restrictive. So not every AC travel qualifies for BG2. Unless OP's BP has any specific coding identifying OP was on award travel, the GA denial of BG2 was justified.

Attitude? Yes - the GA had issues.

I start to have my own doubt once I know the restrictive nature of the benefit. But again, my focus was on this. I express no comment whether OP had abused this in the past.

Again - per the benefit wording, this is not enough.

There was nothing adequate to justify the override, i.e. OP's BP did not specify it was an award travel.

canopus27

+1000

yscleo

Thank you so much for sharing this. So you were also told to show you CC at the time of boarding, and no qualms to date with GAs.

In the past I had contacted AC, aeroplan, and the CC issuer, and they all pointed fingers at each other (about the BP not printing zone 2)

Thank you again. It is the same experience. AC and ae know the BP should've printed zone 2, and told us to go boarding when zone 2 is called and show the CC.

Again if the GA didn't know the rule and politely said no, that would've been alright. The male GA's rude berating and arm-waving, was upsetting. It was then shocking that after asking for his name, his explosive reaction (which was not backed up by his female GA partner) I was truly worried he will actually deny me boarding, separating my wife and I, merely for asking his name.

MSPeconomist

Someone upthread suggested that the GA needs to be retrained. IMO this GA needs to be fired.

jugaadkabaap

I beg to disagree - for a trained GA - in 90% of cases BP alone is required as award travel is booked in specific fare class.

Example - award travel on economy is booked on X and on business class is booked on I. The only exception is when an IRROP occurs and the pax gets rebooked to a revenue fare class.

Edit : The BP will clearly show the fare class & as such a quick look will show whether it is an award travel. (BP only shows cabin class)

Plus, scanning the BP at Gate Check shows enough and more info regarding the pax including fare code, who booked it (like an AE booking) and what not.

I am puzzled on what makes you believe that this is an abuse; tbh I am quite shocked on how you arrive at assumptions.

YXUhomebase

If as SE you were told just show your card and you can board with group one regardless of what BP says I think we all would. I know I have been told that and have done that. And had no issues. If the GA raised a fuss I would comply but also note their name.

s0ssos

In situations like this I wish OP were someone important. Too bad, cause then the gate agent would have messed with the wrong person and gotten fired (and hopefully worse).
Another thing that would have been nice is for this interaction to be videotaped and then the gate agent can see the power of the internet.

canadiancow

BP doesn't have fare class.

And it has to be booked from your account and you have to be the primary cardholder.

PNR remarks can confirm it was redeemed from your account. I'm not sure how to determine primary cardholder.

s0ssos

"You and your companions travelling on the same reservation can enjoy the convenience of priority boarding when traveling on Aeroplan flight rewards¹ redeemed from your Aeroplan account. Where zonal boarding is available, your priority boarding benefit will upgrade you to Zone 2."
From the webpages you linked. So, how is OP's flight not applicable? Aeroplan redemption. Are you saying OP used someone else's miles?

jugaadkabaap

Sorry my bad it shows only cabin class and not fare class.

Agreed on this observation that it will be difficult for GA / AC staff to affirm that the pax is a primary cardholder. They might be able to verify as I think lounge dragons were able to see if my Aeroplan account had any active Cobranded CC - so I am guessing AC staff also have potential access to this info. But i am not sure - i may be wrong.

Regardless, given that its a known issue, there should be some internal comms which suggest them to give benefit of doubt. Otherwise, why do you think some of the AE & AC staff advising pax (including me) to flash the BP at Gate in case of issues like this.

AC should have uniform policy; if majority says pax can access the Zone 2 by flashing my card even if BP says otherwise and suddenly if one employee contradicts it - as many others mentioned - pax will be inclined to ask the employee his name so that it is addressed properly. And GA being hostile on such situations is not helping the case