Phone Lines Customer Service Concierge
Mar 3, 2020, 9:51 am
#4
Join Date: Apr 2004
Location: Ottawa
Programs: Cessna TTx Self-Fly
Posts: 2,982
The issue predates Coronavirus by several months. I agree that the virus will be making things worse, but it's no excuse. I've had no issues getting through on the phone to agents of other airlines in the last week.
Mar 3, 2020, 10:05 am
#5
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,104
Air Canada recently implemented a new leadership structure, and the newly appointed Vice President of Excuse Generation is hard at work. I imagine it will be sometime before we hear from them though.
And always remember - things are never their fault, its' yours!
And always remember - things are never their fault, its' yours!
Mar 3, 2020, 10:17 am
#6
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Canada
Programs: UA*1K MM SK EBG LATAM BL
Posts: 23,305
Whoa! I wonder who from this forum got hired for that job! Congrats!
Mar 3, 2020, 6:16 pm
#7
Join Date: Aug 2019
Location: Montreal & Nashville
Programs: Aeroplan SE100K, Accor Platinum, Bonvoy Titanium Elite, BW Diamond, Hertz President's Circle
Posts: 391
Coronavirus certainly not helping.
I was stuck in ICN because all flights to Vietnam were cancelled while I was airborne YYZ-ICN and I cannot thank enough the concierge for getting us on a flight via Tokyo for our family of 5.
Then they helped us find our bags as they did not transfer.
I was stuck in ICN because all flights to Vietnam were cancelled while I was airborne YYZ-ICN and I cannot thank enough the concierge for getting us on a flight via Tokyo for our family of 5.
Then they helped us find our bags as they did not transfer.
Mar 3, 2020, 8:21 pm
#8
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,140
Mar 3, 2020, 11:37 pm
#9
Join Date: Jul 2017
Location: YVR
Programs: UA 1K
Posts: 975
I was on hold for the longest time, then got disconnected. Called back and by that time it was over my 24hr change fee waived window. Agent refused to do anything and said 'supervisors do not take calls' when I requested to escalate.
Then I remembered why it's been years since I've flown with AC. Too bad I have gift cards I need to burn.
Then I remembered why it's been years since I've flown with AC. Too bad I have gift cards I need to burn.
Mar 4, 2020, 7:17 am
#10
FlyerTalk Evangelist
Join Date: Feb 2000
Posts: 12,068
Personally, no issues with hold times and or getting calls answered. Have had numerous opportunities to call as many of my booking pre-date Amadeus changeover
and many of my bookings have changed.
Have 3 flights Monday coming and will be updating with AC.
and many of my bookings have changed.
Have 3 flights Monday coming and will be updating with AC.
Mar 4, 2020, 10:54 am
#12
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,804
This may well be a case of going to your credit card. Case of AC violating contractual conditions.
Mar 4, 2020, 5:30 pm
#14
Join Date: Feb 2004
Location: USA
Programs: AC SE100K, F9 100k, NK Gold, UA *S, Hyatt Glob, Bonvoy Titanium
Posts: 5,195
go to the news, and ask AC to take a second look via Twitter. Show them photos of your timestamped phone logs.
Since 95% of people in your shoes just give in, only the squeaky wheel gets the grease. Even if this alienates many customers who leave AC for a few years, they have plenty of others willing to give them $.
Mar 5, 2020, 10:57 am
#15
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
The thread title says "Phone Lines Customer Service Concierge", so I am wondering if the OP is also referring to getting through to a concierge via the central concierge number?