aircanada.com/aeroplan.com - Experiences/Complaints/Issues
Jul 3, 2017, 10:22 am
#3601
Join Date: Dec 2014
Location: Providence RI
Programs: American Exec Plat, Hyatt Refugeeist, Marriot Gold, Air Canada Cattle Class, Korean Air Morning Plat
Posts: 988
Wait a minute. They won't bring a supervisor on? This goes against all call center training.
Jul 3, 2017, 11:57 am
#3602
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Yep, the guy said it is against Air Canada policy. Talk about being lazy and inept. Had to call concierge to ask for some assistance on escalating the issue to help desk.
Jul 3, 2017, 2:29 pm
#3603
Join Date: Nov 2011
Location: YUL
Programs: AC SEMM, NEXUS
Posts: 858
Are you guys still experiencing this issue?
Ive called the super elite desk on July 1 and 3 (which just happens to route you to general reservation) and they keep on saying that there is nothing wrong with the eupgrade site. One silly guy even said that in order for you to log on to your eupgrade account, you need to be within your booking window.
They refuse to escalate the call to a supervisor or even help desk so what are some of us supposed to do? Call everytime we want some info on your eupgrade account or to upgrade?
Ive called the super elite desk on July 1 and 3 (which just happens to route you to general reservation) and they keep on saying that there is nothing wrong with the eupgrade site. One silly guy even said that in order for you to log on to your eupgrade account, you need to be within your booking window.
They refuse to escalate the call to a supervisor or even help desk so what are some of us supposed to do? Call everytime we want some info on your eupgrade account or to upgrade?
Raised the issue on Twitter, apparently the IT team is aware of the issue and working on it.
Jul 3, 2017, 5:35 pm
#3606
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: 44,347
My educated wild guess:
There was a field in the database for status. It showed S (Super Elite), SM (SE MM), D, DM, etc.
They wanted to indicate something like "high spender" or whatever, so they appended "$" to certain peoples' status. That results in "S$" SM$", etc.
The eUpgrade system explodes when it parses an "unknown" status.
There was a field in the database for status. It showed S (Super Elite), SM (SE MM), D, DM, etc.
They wanted to indicate something like "high spender" or whatever, so they appended "$" to certain peoples' status. That results in "S$" SM$", etc.
The eUpgrade system explodes when it parses an "unknown" status.
Jul 5, 2017, 8:49 am
#3607
Join Date: Apr 2007
Location: Toronto, Ont., Canada
Programs: Aeroplan; Marriott Platinum; IHG Platinum; Best Western Diamond
Posts: 2,165
aeropeso down again.
Service Temporarily Unavailable
The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later.
But this is not the nightly outage time, it's 10:45am EDT.
Service Temporarily Unavailable
The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later.
But this is not the nightly outage time, it's 10:45am EDT.
Jul 5, 2017, 9:31 am
#3608
Join Date: Dec 2014
Location: YVR
Programs: AC SE100K, Marriott Titanium & LTP, NEXUS
Posts: 613
Anyone else have issues logging in to manage bookings on aircanada.com? I can login fine the first time, but after that, signing in does nothing for me. I need to clear all cookies & local storage, and then login again.
Not sure if this is related to ....... or something else, but quite annoying.
Not sure if this is related to ....... or something else, but quite annoying.
Jul 5, 2017, 11:39 am
#3609
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
AC consistently dismisses concerns that, if solved in the timely fashion, would reduce call volume, increase sales and make for happier customers. But no.
Jul 5, 2017, 9:03 pm
#3610
Join Date: Mar 2016
Location: HKG
Programs: AC E25k, NEXUS
Posts: 51
I thought it's just me but reading the thread it seems like some (but not all) of you are also experiencing the eupgrade login problem.
I'm been having trouble for almost a week. Does anyone have any update? I need to request an upgrade tomorrow. Shall I just call in if it doesn't get resolved?
I'm been having trouble for almost a week. Does anyone have any update? I need to request an upgrade tomorrow. Shall I just call in if it doesn't get resolved?
Jul 5, 2017, 9:18 pm
#3611
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: 44,347
Call in.
Jul 5, 2017, 9:58 pm
#3612
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
[/B]
The conversation I had with that male agent really left a sour taste in my mouth. I just dont get what this "super elite priority #" is all about when all it does is jump you to the front of the queue with general reservations. And what really bugged me when the guy wouldnt escalate the call to a supervisor or help desk, he had the balls to connect me to the baggage department.
I wasnt trying to escalate the call because of his dismal customer service. All i wanted is to escalate the call to have this "Eupgrade Exception" taken a look at as he (and help desk apparently) said that in order for you to access your eupgrade account online, you have to be within your booking window.
No matter how many new planes or new livery AC does, theyll never be best in class with this kind of customer service
This has been AC policy for quite some time now, even on the supposed Priority Line. The agents are supposed to offer a callback which is spotty at best. Just a few days ago I had an agent advise me that she had no idea what I was requesting (for the record it was a clueless Tampa call centre agent).
AC consistently dismisses concerns that, if solved in the timely fashion, would reduce call volume, increase sales and make for happier customers. But no.
AC consistently dismisses concerns that, if solved in the timely fashion, would reduce call volume, increase sales and make for happier customers. But no.
I wasnt trying to escalate the call because of his dismal customer service. All i wanted is to escalate the call to have this "Eupgrade Exception" taken a look at as he (and help desk apparently) said that in order for you to access your eupgrade account online, you have to be within your booking window.
No matter how many new planes or new livery AC does, theyll never be best in class with this kind of customer service
Jul 5, 2017, 10:40 pm
#3613
Join Date: Aug 2010
Location: YQR
Programs: AC*E35 and decreasing
Posts: 664
This is a good one. I'm in Russia right now. When I open AirCanada.com on my mobile browser, I get this:
If I click the "browse" link the same message appears. For me, I know how to spoof an IP address, and I can use my computer at home remotely. But, what is the regular user supposed to do? Call AC and be told by the recording that it is better to use the website?
If I click the "browse" link the same message appears. For me, I know how to spoof an IP address, and I can use my computer at home remotely. But, what is the regular user supposed to do? Call AC and be told by the recording that it is better to use the website?
Jul 6, 2017, 1:18 am
#3614
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
This is a good one. I'm in Russia right now. When I open AirCanada.com on my mobile browser, I get this:
If I click the "browse" link the same message appears. For me, I know how to spoof an IP address, and I can use my computer at home remotely. But, what is the regular user supposed to do? Call AC and be told by the recording that it is better to use the website?
If I click the "browse" link the same message appears. For me, I know how to spoof an IP address, and I can use my computer at home remotely. But, what is the regular user supposed to do? Call AC and be told by the recording that it is better to use the website?
to aircanada.com/us/en...
Jul 6, 2017, 8:04 am
#3615
Join Date: May 2016
Posts: 64
Then I just wrote in to the ombudsman and that was the end of the story.