On a Rapidair flight pass, I have used 19/20 credits.
I just went to book the last flight for later this week, and was intending
to purchase a new one to use for the return.

When I went to my flight pass, it showed " Name of Pass - NULL"
and available credits as " N/A". It will not allow me in to view previous
bookings.

First call to India - agent suggests that I elimate my cookies, and start
over.

Second call to India - agent suggests I exit browser, and start over.

Third call to India - agent suggests a reboot.

Fourth call to India - speak to supervisor - he tells me all 20 credits
have been used ( They have NOT, at least, not by me). But he cannot
tell me why I cannot get into the pass to view past bookings.

This has now been escalated to " Montreal", who are supposed to call me
back within 3 hours.

two weeks ago, when I made my last bookings, there were definitely
3 credits left. I used 2, should be one left.

Any suggestions? Should I get the SE desk involved?

I have had this issue myself. YUL will need to create a new flightpass for you. Its a flaw in their systems.

M

Sounds familiar

I cancelled a flight from my pass today, with well more than 2 hours before departure. The message to me said that the booking had been cancelled and the credit returned to my flight wallet. Alas, no credit has been returned so far. I need to book a flight for departure tomorrow, and really don't want to buy another ticket.

I'd rather not call the help line since I have already cleared my cache, cookies and rebooted. Any ideas?

[QUOTE=acysb87]They really need to address their website tech support. I'm sure it handles the 80% of calls that are lost passwords, first time users, etc. But they seem utterly incapable of quickly identifying when the problem is at their end and "booting it upstairs" in a timely fashion.

I've received the exact same advice as above a couple of times - once it turned out my cc company's fraud detection software had kicked in and was refusing online transactions. Reservations eventually sorted that out for me. Recently I was unable to buy a flight pass for Mrs Tax Dude and it took 3 calls to India before they fixed it. Other times I've just given up and phone reservations to do things manually.

Last weekend, an AC reservations guy and I spent 1/2 hour venting at each other about their web tech support. They're pretty frustrated too.

Just an update - I called SE desk this morning, they verified only 19/20 coupons used
to date, but despite asking a lot of questions, were unable to help. But they did
call me back a few minutes later and gave me the IT support number in Montreal -
apparently it is the French language tech support number ( this does NOT go to India!). As the techie was working through it, he mentioned that they just received
the referral from India.

Problem is not solved yet, but they are "working on it".

But for anyone having website problem, I suggest changing to French, and your
call will go to Montreal right away i/o India.

Aprart from prejudice, what's the problem with India? Do you really expect the people in Montreal will know any better? Don't you think you'll just get the same canned answers (AC for dummies, I guess) but in French?

To get answers to real problems you need to be able to get through folks who understand the system. These may not even be AC employees.

Remember, the onus is supposed to be on AC to resolve the problem. If you need access to the pass within the hour, the onus is on them to get it to work. Otherwise their is a failure on their part to fulfill their legal obligations. You bought alreasdy, noe it's for them to deliver. You don't want to hear or care about what a disaster their computers are. You want a boarding pass on the flight you are entitled to. How they cook their own food should be entirely up to their own kitchen, end of the story.

I guess if all fails, buy a walk up fare and have them pay back. Or better, just ask your CC to reverse the charge on the bill for the pass, on the basis of nonperformance. That will get their attention quick.

Just got an email confirming that my booking was made directly by the IT dept, followed by a phone call from them 30 seconds later telling me about it.

Apparently it is NOT just me, they are having this problem with a lot of flight
pass holders not being able to access the passes.

When I asked about how I am supposed to U/G this segment if I cannot access
the wallet, the agent said he would do it himself manually tomorrow AM.

So, to answer Stranger's question:
"what's the problem with India? Do you really expect the people in Montreal will
know any better? Don't you think you'll just get the same canned answers (AC for
dummies, I guess) but in French?"

Obviously not - the Montrealers were able DO something, and act proactively,
instead of just telling me to clear my cookies and revoot.