aircanada.com/aeroplan.com - Experiences/Complaints/Issues
Jan 14, 2020, 10:49 pm
#5371
Join Date: Jul 2015
Location: YYZ
Programs: AC E35 / Marriott Gold
Posts: 45
Jan 15, 2020, 12:40 am
#5373
Join Date: Nov 2015
Posts: 95
Please help!!! I just transferred 58,000 MR points to Aeroplan to book a TK flight in October 2020 not even 1 hour ago. The points are stuck there and I keep getting "Flight Redemption Failure." I started a claim with AMEX to request a reversal of the transfer. What should I do? I'm thinking of calling them at 7 AM EST as soon as the lines open up but I'm worried. Should I just give up at this point or try to book over phone? I'm worried that they're just going to cancel the itinerary which seems to be a common concern on this thread...
Jan 15, 2020, 8:50 am
#5374
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,809
Please help!!! I just transferred 58,000 MR points to Aeroplan to book a TK flight in October 2020 not even 1 hour ago. The points are stuck there and I keep getting "Flight Redemption Failure." I started a claim with AMEX to request a reversal of the transfer. What should I do? I'm thinking of calling them at 7 AM EST as soon as the lines open up but I'm worried. Should I just give up at this point or try to book over phone? I'm worried that they're just going to cancel the itinerary which seems to be a common concern on this thread...
Anyway, at this point you probably have no choice but trying to call Aeroplan and book on the phone. If you manage to get through that is. Be prepared that it might take days or weeks of trying, and that availability might have disappeared by then. BTW did you try on another device, another browser, a private window? I have had no problems getting rewards recently, and I suspect it's related to some browser issues, privacy protections, cookies and the like.
Mind you, that a relatively small amount, you can always use it later.
Jan 15, 2020, 9:13 am
#5375
Join Date: Aug 2012
Posts: 423
Want to make a change to my itinerary. 9:12 am mst right now and I've been listening to AP's hold music for 1h35m.
Update: got thru at the 2h10m mark
Update: got thru at the 2h10m mark
Last edited by seks; Jan 15, 2020 at 10:18 am
Jan 15, 2020, 11:30 am
#5376
Join Date: Jan 2017
Location: Halifax
Programs: AC SE100K, Marriott Lifetime Platinum Elite. NEXUS
Posts: 4,571
Is it even possible to have status and not be an Aeroplan member?
Jan 15, 2020, 11:44 am
#5377
Join Date: Jan 2011
Location: YVR to SEA
Posts: 2,536
Suddenly got kicked out of my Aeroplan account and unable to log back in. Anybody else having similar problems?
Jan 15, 2020, 2:51 pm
#5378
Join Date: Feb 2006
Location: YUL
Programs: Super Elite 100K
Posts: 830
I received an e-mail on Friday that a connection flight to YYZ from YUL had been moved from a comfortable 8:00 am departure to a less-comfortable 7:00 am departure.
"One or more flights in your itinerary cannot be operated as planned. Please find your revised itinerary. We apologize for any inconvenience."
Well, it was pretty inconvenient, but not the end of the world - I figured they were cutting one early morning Rapidair flight. So, today I decided to make a phantom booking and lo and behold my 8:00 am flight is still on. A bit bitter, I call AC to straighten this out. I hit a great agent who admitted up front she could not see any reason why the change was made, and promptly moved myself and three other family back to the leisurely-paced 8:00 am departure. She also set up all of the seats, which also magically got FUBAR'd. Now the point of the story is that as a lowly E75, this whole process from hitting the dial pad to finally hanging up, took 59 minutes and 26 seconds. Who on earth is expected to have this much time? And, if this is how long it took using my "Priority Contact", I can't imagine how long the wait would be for the twice annual, no-status flyer?
AC, some things are better, but whoa, fix the IT issues and the wait times please!
"One or more flights in your itinerary cannot be operated as planned. Please find your revised itinerary. We apologize for any inconvenience."
Well, it was pretty inconvenient, but not the end of the world - I figured they were cutting one early morning Rapidair flight. So, today I decided to make a phantom booking and lo and behold my 8:00 am flight is still on. A bit bitter, I call AC to straighten this out. I hit a great agent who admitted up front she could not see any reason why the change was made, and promptly moved myself and three other family back to the leisurely-paced 8:00 am departure. She also set up all of the seats, which also magically got FUBAR'd. Now the point of the story is that as a lowly E75, this whole process from hitting the dial pad to finally hanging up, took 59 minutes and 26 seconds. Who on earth is expected to have this much time? And, if this is how long it took using my "Priority Contact", I can't imagine how long the wait would be for the twice annual, no-status flyer?
AC, some things are better, but whoa, fix the IT issues and the wait times please!
Jan 15, 2020, 5:17 pm
#5379
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,809
Wait time is there because agents are (slowly) learning the new system. Training was not part of the IT budget so there was no training. Every manager is doing fine with his own budget and it's no one's fault. Just someone else's. :-)
As to these minor details, such as upgrades, that occasionally flight schedules change, that card holder get priority boarding, no one told IT, so it's not IT's fault. But still, obviously IT should have known. ;-). And anyway, call centers will deal with these minor issues surely.
Jan 15, 2020, 11:03 pm
#5380
Join Date: Jul 2004
Programs: AC.SE
Posts: 2,578
Can't book anything using my flight pass--not on the web, not on the app, not with phone or iPad, not with desktop, and regardless of the browser. It's either an error message (app) or being unable to click past the home page (everything else).
Jan 16, 2020, 1:52 am
#5381
Join Date: Feb 2006
Programs: aeroplan
Posts: 47
i am also not able to click anything other than the ads on the website right now.
Jan 16, 2020, 2:47 am
#5382
Join Date: Jan 2015
Posts: 227
Ugh, I came to this thread to see how I should approach asking for 25,000 miles back (booked SAUA in August 2019, didn't take flight, rebooked flight with carrier, miles never made it back to Aeroplan account), but seems like there's nothing I can do short of waiting on the phone forever.
Jan 16, 2020, 4:21 am
#5383
Join Date: Dec 2002
Location: Toronto, ON, CANADA
Programs: AC SE100K, Marriott Bonvoy LTE
Posts: 1,881
Jan 16, 2020, 6:13 am
#5384
Join Date: Apr 2011
Location: YYC
Programs: AC E75K, spouse E75K (MM), National Emerald, various hotel programs
Posts: 372
Jan 16, 2020, 7:18 am
#5385
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,779
Ugh, I came to this thread to see how I should approach asking for 25,000 miles back (booked SAUA in August 2019, didn't take flight, rebooked flight with carrier, miles never made it back to Aeroplan account), but seems like there's nothing I can do short of waiting on the phone forever.