KVS

Most likely, because AC's main Res system, which is powered by the 1960s technology (http://en.wikipedia.org/wiki/Mainframe_computer), could not handle the flight pass functionality. That's also the reason why AC requires anyone wishing to purchase a flight pass to be an AE member.

ALW

Are the agents able to handle the Latitude Pass upgrades as part of the "if you're travelling in 12 hours, call Reservations to book using your Flight Pass"? And if so, AE or AC?

Thanks!
=aw

PrincessJasmine

I just called them and they said they were not able to make reward bookings since yesterday?

Matt93

Call the main AC reservation number and press 2 for existing reservations. I did it this morning and was able to upgrade for a flight tomorrow.

Stranger

Why do I have that nasty feeling that lots of people will have problems with the balance not being right after they finish rebuilding their accounting?

Golden Toque

Based on the notice on Air Canada's site, their database is not completely toast... or why would they be asking for you to have your Aeroplan Number handy?

I think the idea that all the info in their database is going to be incorrect and sending emails out to everyone in your contact list to verify it after it comes back online is over-reacting a little bit, don't you think?

Stranger

I would say to add the flight in after the database gets rebuilt.

Not saying they'll send e-mails to everyone. The thing getting so bad that they can't avoid that would be beyond conprehension.

However, given how backward they are, I suspect it's taking so long to get back up because they had to rebuild their data base from something such as tape backups that may be a couple of weeks old. Plus trying to redo all the updates that occurred in the meantime, probably manually.

Or something like that. Which will entail quite a few errors I would think.

Anyway, no matter how you look at this meltdown, it's a major catastrophe. If I were a customer, I would ask them pointed questions. Especially given that their major customers such as banks and credit cards are outfits who understand how you run this sort of things.

The Lev

... just like an upgrade not clearing.

Although it could turn out that way, for now I think you may be a little premature in your assessment (or melodramatic).

YYCYYZ

In my opinion, having your main web portal down for what 36+ hrs now, for a business which has been trying to get people to solely use that portal, is a complete disaster. I don't think that is melodramatic.

If Google or ebay or iTunes were completely down for 36 hours someone would be fired.

As a secondary comment - I think AER.un should have published a press release on the outage as this could be construed as a material event.

Stranger

Still possible.

It's just that 36 hours off the air comes across to me as something major.

Normally if you have a reasonable system, you would expect that it would not take more than a couple of hours to be back in business. What could take longer than that? (I can't imagine they need to replace hardware in order to be back up. They are bad, but supposedly not *that bad?*)

So my guess is, it's taking a long time because they have to update manually from a somewhat old backup. And they may not have too many people who are able to do that?

tcook052

Which is what I'm hearing from some inside contacts, though at their request can't go into details.

The Lev

Agree that something major has happened within IT. That department should see this as a major catastrophe.

Fire in the server room - now that could be a major catastrophe.

Hopefully they back up their data daily. If they have to re-load everything from tapes, it could take a while given the amount of data they have.

fly-yul

A company of this size should have a real-time back up system and secondary data center location ready to go. Unless there were fires at each location there is no reason they are still in the toilet.

I think they will be giving out a couple of cardboard boxes for packing up personal effects on Monday.

Stranger

Banks would cope with that. So should they, but I would bet they could not.

Hopefully. But I would not hold my breath... I would not be surprised if their backup were say weekly.

Maybe they found their tapes are useless and they are trying to find out what to do next?

Stranger

Anyway, I just checked, my last e-mail statement was April 11, and I just have one credit, from Amex, later than that. Looks like I started keeping a spreadsheet just at the right time?