canadiancow

I'm (essentially) never offered an upgrade unless I go on the website and click the button. You need to be willing to take some basic level of responsibility, such as asking for it.

I have no real issue with it not being proactive. I take issue with them not knowing about the benefit.

streetcircusdan

YYC-YWG last night, AC Express, I asked for a drink. The FA brought the payment machine out and as she leaned in I said: "Oh, I'm SE- I think that should cover it!" and I apologized for not mentioning before she got the machine out. So- the FA said that's not correct, and when I insisted it was, she called the SD over from J who then pored over the service manual in front of me- then said it was for mainline only, then said it must be for just mainline and Rouge- and then after I said it included Express, she replied (with a TON of attitude):

"I've been here 21 years and never heard of that. I'm fine to give it to you just this once, though." in that I WORK HERE SO I KNOW EVERYTHING tone. Just made me feel like a grade-a shite-head, like I was begging for something. It all ended up feeling pretty embarrassing. Then they said "Write in to customer service about it, then.", served me the drink and then they both disappeared.

I was so taken aback by this that I actually got onto the WiFi and showed them on aircanada.com exactly where it listed the benefit, and they both took pictures of it with their phones and re-iterated that it "was new to them". No apology or anything.

Super bummed out after a really really great crew on SFO-YVR who went above and beyond.

Ratsy

IMO, you should do just that. Write it exactly as you've written it here. I have written in about a similar experience twice regarding this benefit, and both times I've received a dollar-value coupon with an apology. We need to keep telling AC about this, 'cause It's the only way the training will get pushed through to ALL the FAs & SDs.

streetcircusdan

Literally just did. We'll see what they say.

Rundosrun

I kind of want to start handing out little printed cards that have an image of the Super Elite benefit page on it and just give it to all the FAs on my future flights that I encounter in Y so I can slowly educate the whole workforce.

Bohemian1

I already have a little printed card that says I'm a Super Elite. Really, the should be the most that is required, and only in exceptional circumstances.

Okay, delusional of me, I know.

streetcircusdan

Got a pretty standard apology and assurance that it would be reviewed with the flight crew.

... And 3000 miles.

kenlor

Miles (like SQM’s), or AE points?

I’d give up a Kit Kat for 3000 SQM 😀

streetcircusdan

Not sure yet- it wasn't specified. I'll let everyone know when the miles are credited.

TTC900Rocket

What's awkward is that when I do MRs and the same crew works both flights, I have to do the "I'm S100K"/"I'm SE!" twice.

Makes me look like a DYKWIA in the eyes of my row mates.

What's funny is that they even recognize me when I board the return flight - "Hey! Weren't you just on our flight?".

expert7700

Clearly AC needs to solve this once and for all by just writing that SE100k in Y get a snack and drink on the AC buy onboard menu. They already have a note that comfort fares get a snack and drink.

//But, seeing how the flights I was on this week advertised enjoy a captain morgan rum on the IFE, which they don't offer in J (maybe even not Y), I am not holding my breath...

Bohemian1

Exactly. This would be a very solid step towards solving this problem. It would just require whomever owns that 'menu' to update it and distribute it.

Okay, maybe that's not entirely simple or without cost, but it's a heck of lot more deterministic than training every FA properly.

InTheAirGuy

I should go into business making big name tags for everyone.

Good thing I quit drinking 6 years ago. I can avoid all this stress.

Nitehawk

T-shirts would work well too!

Bohemian1

I think that has already been done, albeit in a more summarized form.