AC Social Media Support - Success, Failures, Response Times, etc
Feb 25, 2023, 2:39 pm
#1
Original Poster
Join Date: Mar 2016
Programs: AC SE
Posts: 1,506
AC Social Media Support - Success, Failures, Response Times, etc
I have often been impressed with Air Canada’s customer support via Twitter direct messages. I suspect many AC customers call in and sit on hold waiting for customer support for non-urgent requests that could easily be handled via Twitter. So I thought it might be worthwhile to 1) remind people that AC is often quite responsive to Twitter requests and 2) to share some of the requests that have been successfully handled that way.
First, though, when you get in touch with AC via Twitter DM, make sure you include your booking reference with any requests. And if your identity is not clear from your Twitter account, include your first and last name as well.
Recently I have successfully used Twitter DM to:
I was not successful in having them clear an eUpgrade when R space was available but I wasn’t being upgraded—they told me to write to the SuperElite email for that.
I think it would be helpful, now, to have you share some other successful (and/or unsuccessful) attempts at customer support through Twitter DM. And maybe we can reduce the load on the phones just a little bit…
(Note: I had far more success stories back when there was a dedicated account for people with Altitude status, but that’s ancient history now.)
First, though, when you get in touch with AC via Twitter DM, make sure you include your booking reference with any requests. And if your identity is not clear from your Twitter account, include your first and last name as well.
Recently I have successfully used Twitter DM to:
- have seats assigned when the web site wouldn’t allow it for some reason;
- have an eUpgrade applied to my Nominee’s booking when the web site wouldn’t allow it for some reason;
- inquire about a Status Pass when it was not showing up properly on a friend’s booking;
- apply a Status Pass to a booking made through Lufthansa when the first flight was on AC.
I was not successful in having them clear an eUpgrade when R space was available but I wasn’t being upgraded—they told me to write to the SuperElite email for that.
I think it would be helpful, now, to have you share some other successful (and/or unsuccessful) attempts at customer support through Twitter DM. And maybe we can reduce the load on the phones just a little bit…
(Note: I had far more success stories back when there was a dedicated account for people with Altitude status, but that’s ancient history now.)
Feb 25, 2023, 3:42 pm
#3
Join Date: Apr 2012
Location: Canada
Programs: AC E50k, A3*G, UA*S, MR Titanium, HHonors Gold, Carlson Gold, NEXUS
Posts: 3,669
I found FB messenger super helpful with anything that didn't require an adcol (eg partner PNRs, seat assignments, FF# changes) up until a couple years ago, at which point they stopped responding to messages, although I admittedly haven't tried contacting them through that route in ~2-3 years
Feb 25, 2023, 9:04 pm
#7
Join Date: Jan 2016
Posts: 101
No examples but from my work experience I can say large companies tend to take social more seriously than any other customer service method by far (not even close) because any complaint could blow up into a PR nightmare.
My method of choice, if reg reps don't get it done, is to look up a VP or above email and send them my complaint.
Works 100% of the time. Again from experience you would not believe the effort that goes into solving anything that comes from VP or above. However if that does not work then that's not a company you want to do business with as any exec who does not pay attention to client complaints is indicative of a culture issue.
My method of choice, if reg reps don't get it done, is to look up a VP or above email and send them my complaint.
Works 100% of the time. Again from experience you would not believe the effort that goes into solving anything that comes from VP or above. However if that does not work then that's not a company you want to do business with as any exec who does not pay attention to client complaints is indicative of a culture issue.
Feb 26, 2023, 6:09 am
#8
Join Date: Aug 2007
Location: YYZ
Programs: HHonors Silver, AC Altitude 35K, AAdvantage, SkyMiles, Bonvoy Silver and a few more
Posts: 565
I sent AC a DM on Twitter about the lack of choice for meals flying in J from MSP-YYZ. Wasn't expecting anything. Got a 15% off code which I then used for a YYZ-BGI trip. 5 minute note/DM = $700 savings. Time is money.
Mar 1, 2023, 9:20 am
#12
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 6,233
Maybe there's some weather chaos that they are dealing with today?
Mar 12, 2023, 12:29 pm
#13
Join Date: Aug 2006
Programs: AC 50k, Marriott Titanium
Posts: 30
My best success (out of many) was on December 23rd last year YOW-YYZ during the huge snow storm we had. Almost everything was being cancelled. When I woke up, I saw my flight had been cancelled and the hold times were over 2 hours long. Went on twitter and they were able to get me the last seat on one of the 2 flights that left that day within about 10 minutes.
I was really appreciative since the alternative would've had me sitting in a train for 18 hours (my backup plan was the train that got stuck somewhere between Kingston and Toronto).
I was really appreciative since the alternative would've had me sitting in a train for 18 hours (my backup plan was the train that got stuck somewhere between Kingston and Toronto).