New low on email customer support?
Feb 18, 2020, 11:29 am
#1
Original Poster
Join Date: Jun 2009
Location: YYZ/LHR
Programs: AC E50K, BA Silver
Posts: 34
New low on email customer support?
I wrote an email to Air Canada (not Aeroplan). I've edited out some of the details, but here is what I wrote. In the online form, I had specified which specific route, my booking reference number, etc. (so it is not in the body of the message).
And I get this answer back within 24hrs:
How in the hell is that an acceptable answer?
Subject: No hot breakfast
I fly this route about 75% in Business class. In the past month, there has always been hot breakfast served on this specific flight. On February XX, there was nothing, with no explanation.
Is this a new level of service? Because the only reason I buy Business class tickets is because of the breakfast, which I will stop buying if this is a change of service.
I fly this route about 75% in Business class. In the past month, there has always been hot breakfast served on this specific flight. On February XX, there was nothing, with no explanation.
Is this a new level of service? Because the only reason I buy Business class tickets is because of the breakfast, which I will stop buying if this is a change of service.
Thank you for taking the time to contact us.
We are sorry to learn of your disappointment with Air Canada. We always work hard to try to meet expectations and we regret we were unsuccessful.
Our customers judge us by our products and services and we appreciate when they give us feedback.
From what you’ve described, we can understand why you wanted to contact us. Your comments give us the chance to improve and you can be assured they have been shared with our Management Team.
Sincerely,
<Name redacted>
Customer Relations
We are sorry to learn of your disappointment with Air Canada. We always work hard to try to meet expectations and we regret we were unsuccessful.
Our customers judge us by our products and services and we appreciate when they give us feedback.
From what you’ve described, we can understand why you wanted to contact us. Your comments give us the chance to improve and you can be assured they have been shared with our Management Team.
Sincerely,
<Name redacted>
Customer Relations
Feb 18, 2020, 12:48 pm
#4
Join Date: Apr 2008
Programs: Aeroplan 25K, Marriott Plat
Posts: 343
I doubt there's been a change. Probably some screw-up with the catering, so they're trying to apologize. They should have sent you a discount code or something.
And as above, I'd figure the FAs would know more about the missing food than the people who answer the email complaints. So if the FAs didn't know why there was no breakfast, then I can't see someone from Customer Service trying to track down a reason after the fact.
And as above, I'd figure the FAs would know more about the missing food than the people who answer the email complaints. So if the FAs didn't know why there was no breakfast, then I can't see someone from Customer Service trying to track down a reason after the fact.
Feb 18, 2020, 4:40 pm
#5
Join Date: Aug 2012
Programs: AC E35K, NEXUS
Posts: 4,368
That is one where I would write back and ask for a response to the specifics of my comment, as nothing in there even acknowledges any part of the experience. It's like they opened a template and hit send before entering any customization.
Feb 18, 2020, 6:44 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: 44,302
For reference, AC is absolutely horrible when it comes to meal issues after the fact. While a lack of compensation seems odd, I only got a $50 CAD eCoupon for a P fare on SFO-YYZ, which is almost certainly a more substantial meal than your route (but it's hard to say with such a vague post).
Feb 18, 2020, 7:27 pm
#7
Join Date: Feb 2018
Location: YYT
Programs: M-Bonvoy Platinum Elite, Aeroplan 50K, DragonPass, AMEX MR, NEXUS
Posts: 1,715
I sent an email two weeks ago for a separate issue and still haven't heard back. I was overcharged for a flight over the phone and while I challenged the agent, she was unable to figure out why it was $300 higher for her than the website was showing.
I told her to just book it (open-jaw routing and the website wouldn't let me use 20% off code), so this was my only option. Hoping that they refund the difference because that is not acceptable!
I told her to just book it (open-jaw routing and the website wouldn't let me use 20% off code), so this was my only option. Hoping that they refund the difference because that is not acceptable!
Feb 18, 2020, 7:51 pm
#9
Join Date: Feb 2018
Location: YYT
Programs: M-Bonvoy Platinum Elite, Aeroplan 50K, DragonPass, AMEX MR, NEXUS
Posts: 1,715
Feb 18, 2020, 7:56 pm
#10
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: 44,302
I don't know if they're really capable of doing a refund like that.
Not that I would ever condone this, but the going rate for a 20% code in the grey market is well over $300 CAD.
Not that I would ever condone this, but the going rate for a 20% code in the grey market is well over $300 CAD.
Feb 18, 2020, 10:52 pm
#12
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,302
And I have personally experienced Y FAs telling SEs in Y that there are no leftovers, when there actually were. Why would they want to go through the hassle of bringing J food to Y when they can just say no?
Feb 19, 2020, 3:56 am
#13
Join Date: Sep 2014
Location: sqrt(-united states of apologist)
Programs: *$ Green
Posts: 5,403
That being said ,if AC sells the J omelette for $11, I have a hard time seeing them issue any kind of sizeable compensation for not having it on board a 45m flight 🤷♂️
I'd love to see a commuter claim 50x$11 in eCoupon for 2 months of missing omelette though haha
Feb 19, 2020, 5:56 am
#14
Join Date: Jun 2004
Location: I'm From Here
Programs: AC*SE & MM/*Wood Gold/HHonors Diamond/Marriott Silver/AirMiles Gold
Posts: 4,564
Feb 19, 2020, 6:43 am
#15
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,096
I wrote an email to Air Canada (not Aeroplan). I've edited out some of the details, but here is what I wrote. In the online form, I had specified which specific route, my booking reference number, etc. (so it is not in the body of the message).
And I get this answer back within 24hrs:
How in the hell is that an acceptable answer?
And I get this answer back within 24hrs:
How in the hell is that an acceptable answer?
AI bot generated, shiny new toy.