AC Website (aircanada.com) Experiences/Complaints/Issues (Nov 2020 onwards)
May 29, 2023, 1:42 pm
#1561
Join Date: Mar 2023
Posts: 1
Aeroplan redemption issues
Yesterday I was trying to browse point redemption flights on aeroplan.com and noticed there were so many award flights that did not have a point redemption amount attached to them, nor were they bookable despite being advertised as "lowest price"
If the flights aren't available to book, why does AC have them on the search page to begin with? I was chatting with someone else and they managed to see the point amount in incognito mode but not after they logged in.
If the flights aren't available to book, why does AC have them on the search page to begin with? I was chatting with someone else and they managed to see the point amount in incognito mode but not after they logged in.
May 29, 2023, 4:06 pm
#1562
Join Date: Nov 2008
Location: YYC
Programs: Aeroplan SE 100 IHG Plat Amb Nexus
Posts: 670
Yesterday I was trying to browse point redemption flights on aeroplan.com and noticed there were so many award flights that did not have a point redemption amount attached to them, nor were they bookable despite being advertised as "lowest price"
If the flights aren't available to book, why does AC have them on the search page to begin with? I was chatting with someone else and they managed to see the point amount in incognito mode but not after they logged in.
If the flights aren't available to book, why does AC have them on the search page to begin with? I was chatting with someone else and they managed to see the point amount in incognito mode but not after they logged in.
Update... Just tried again with another flight on Thai, previous attempt was with flight on Ethiopian Airlines,
flight showed on the AE Agents site (not on AC site) but was unbookable when he tried to book a seat.
Update 2 nearly midnight Monday, I thought I would give the app one more try. Success, I'm booked. Flight pass system now seems to be operating.
Last edited by folkart; May 29, 2023 at 11:29 pm Reason: Update
May 29, 2023, 4:29 pm
#1563
Join Date: May 2023
Location: YUL find me in Montreal
Programs: Air Canada SE, Bonvoy Gold, Hotels.com Gold
Posts: 671
Still think it's kind of bananas that FP booking hasn't been integrated into the main site after all this time. I feel like I should be using Windows XP with that old clunker.
May 30, 2023, 12:00 pm
#1565
Join Date: Nov 2018
Location: Vancouver
Programs: AC SE100K 1MM, FB Platinum, Bonvoy Platinum Elite, IHG Gold Elite, Hilton Gold
Posts: 1,626
Every single time I use Air Canada's website and attempt to do anything, it prompts me to log in with my credentials: enter email address and password. Fine - I'm OK with that (pretty standard, and easy enough: it has set a cookie in my browser, so I can readily pull up the password). So far, so good. But then it requires me to enter a 6-digit verification code, which it sends me via email.
Is there any way to get it to stop requiring this so frequently?
I'm accessing the website from my home on a desktop computer, which is quite secure - not from a stolen phone in a sketchy neighborhood in Moscow or Pyongyang. While I do appreciate the need to ensure an appropriate level of security for customers (even clueless customers) and for the company's protection, too, being asked for authentication beyond my login credentials every single time I log in seems excessive. My accounts at banks and other financial institutions are a lot less intrusive. Go ahead and validate me after a long absence or a browser switch or a OS update or when (gasp) logging in via a phone, but puh-lease can we just dispense with requiring the 2FA codes every fricking time I'm there?
Is it just me that Air Canada has singled out? Is there some way to get it to relax just a little, and let me log in with, you know, my login credentials, if I've stepped away from the screen for a few minutes? Seems crazy to me to be that insistent on constant 2FA codes...no?
/rant
Is there any way to get it to stop requiring this so frequently?
I'm accessing the website from my home on a desktop computer, which is quite secure - not from a stolen phone in a sketchy neighborhood in Moscow or Pyongyang. While I do appreciate the need to ensure an appropriate level of security for customers (even clueless customers) and for the company's protection, too, being asked for authentication beyond my login credentials every single time I log in seems excessive. My accounts at banks and other financial institutions are a lot less intrusive. Go ahead and validate me after a long absence or a browser switch or a OS update or when (gasp) logging in via a phone, but puh-lease can we just dispense with requiring the 2FA codes every fricking time I'm there?
Is it just me that Air Canada has singled out? Is there some way to get it to relax just a little, and let me log in with, you know, my login credentials, if I've stepped away from the screen for a few minutes? Seems crazy to me to be that insistent on constant 2FA codes...no?
/rant
May 30, 2023, 12:26 pm
#1566
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: 44,487
I actually enquired about this. AC has apparently had significant security breaches and fraud (maybe not surprising based on their IT) and as a result require the 2FA for every log in if you have 2FA active. It is very similar to sites like CRA that ask for it every time.
The most secure systems need to be easy enough to use that people don't try to bypass the annoying security.
May 30, 2023, 12:27 pm
#1567
Join Date: Nov 2018
Location: Vancouver
Programs: AC SE100K 1MM, FB Platinum, Bonvoy Platinum Elite, IHG Gold Elite, Hilton Gold
Posts: 1,626
Yes it is amusing...and kind of dumb (but also not surprising).
May 30, 2023, 1:54 pm
#1569
Join Date: Sep 2011
Location: Ideally YOW, but probably not
Programs: AC SE*MM
Posts: 1,842
Which is amusing, because the result is that everyone turns it off. NIST stopped recommending quarterly password changes, because it resulted in either "password23Q1", "password23Q2", etc., or people just writing it on a post-it.
The most secure systems need to be easy enough to use that people don't try to bypass the annoying security.
The most secure systems need to be easy enough to use that people don't try to bypass the annoying security.
I end up using the AC app on my phone most of the time because I don't have this problem there. I only use the website when I have to do something complex.
May 30, 2023, 2:02 pm
#1570
Join Date: Oct 2015
Location: Canada
Programs: Aeroplan E50/MM, HH gold, Nat Exec Elite, Kimpton Karma
Posts: 2,362
May 30, 2023, 2:05 pm
#1571
Join Date: Mar 2016
Programs: AC SE
Posts: 1,515
May 30, 2023, 10:23 pm
#1572
Join Date: Oct 2007
Location: Vancouver Island
Posts: 318
Had a schedule change, picked new flights, the app errored out when accepting the change.
Called into AC, they accepted the change for me, and now when I log in all my flights look like the are an hour off (flight numbers match).
Is this "normal" for flight times to be an hour off?
Called into AC, they accepted the change for me, and now when I log in all my flights look like the are an hour off (flight numbers match).
Is this "normal" for flight times to be an hour off?
May 31, 2023, 3:03 pm
#1573
Join Date: May 2020
Posts: 141
Welp - finally had a run in with AC's OLCI. Booked with UA as a codeshare flight.
Have been having weird problems with my booking ever since I had a schedule change that had to be resolved through UA a few months ago (my outbound leg completely vanished, and I was left only with an inbound leg). I've since been unable to view it under "My Bookings", unable to select seats, etc. on AC's website. Any activity on AC's website with the AC PNR yielded an error, "please contact us to request a refund", or something. Prior to the schedule change, this was never an issue.
Contacted AC, and they assured me everything was good to go with the booking. OLCI opens, and now saying that my flight is not available for check-in. Frustrating, as I was planning a fairly late arrival at the airport tomorrow due to work commitments... doesn't leave much room for whatever surprises I end up encountering at the airport.
Have been having weird problems with my booking ever since I had a schedule change that had to be resolved through UA a few months ago (my outbound leg completely vanished, and I was left only with an inbound leg). I've since been unable to view it under "My Bookings", unable to select seats, etc. on AC's website. Any activity on AC's website with the AC PNR yielded an error, "please contact us to request a refund", or something. Prior to the schedule change, this was never an issue.
Contacted AC, and they assured me everything was good to go with the booking. OLCI opens, and now saying that my flight is not available for check-in. Frustrating, as I was planning a fairly late arrival at the airport tomorrow due to work commitments... doesn't leave much room for whatever surprises I end up encountering at the airport.
May 31, 2023, 3:19 pm
#1574
Join Date: Nov 2008
Location: YYC
Programs: Aeroplan SE 100 IHG Plat Amb Nexus
Posts: 670
I've found the not available for online check-in often happens on cross border and international flights due to document checks. May just be that.
Welp - finally had a run in with AC's OLCI. Booked with UA as a codeshare flight.
Have been having weird problems with my booking ever since I had a schedule change that had to be resolved through UA a few months ago (my outbound leg completely vanished, and I was left only with an inbound leg). I've since been unable to view it under "My Bookings", unable to select seats, etc. on AC's website. Any activity on AC's website with the AC PNR yielded an error, "please contact us to request a refund", or something. Prior to the schedule change, this was never an issue.
Contacted AC, and they assured me everything was good to go with the booking. OLCI opens, and now saying that my flight is not available for check-in. Frustrating, as I was planning a fairly late arrival at the airport tomorrow due to work commitments... doesn't leave much room for whatever surprises I end up encountering at the airport.
Have been having weird problems with my booking ever since I had a schedule change that had to be resolved through UA a few months ago (my outbound leg completely vanished, and I was left only with an inbound leg). I've since been unable to view it under "My Bookings", unable to select seats, etc. on AC's website. Any activity on AC's website with the AC PNR yielded an error, "please contact us to request a refund", or something. Prior to the schedule change, this was never an issue.
Contacted AC, and they assured me everything was good to go with the booking. OLCI opens, and now saying that my flight is not available for check-in. Frustrating, as I was planning a fairly late arrival at the airport tomorrow due to work commitments... doesn't leave much room for whatever surprises I end up encountering at the airport.
Last edited by Adam Smith; Jun 1, 2023 at 7:30 am Reason: Fixed quote
May 31, 2023, 3:40 pm
#1575
Join Date: May 2020
Posts: 141
I'm guessing there's no way to get seats selected prior to this being resolved at the airport? Would be nice to guarantee our party sitting together.