AC agents upselling?
Dec 14, 2018, 10:10 am
#1
Original Poster
Join Date: Nov 2006
Programs: AC 75k
Posts: 54
AC agents upselling?
I'm a 'middle feeder', regularly at 50k or 75k level and I don't post much but this has p***ed me off. I had booked flex flights YUL to UK, and I called to change the outbound overnight flight to the business cabin. I knew there were no change fees associated with that, and the agent confirmed this on the phone. There was plenty of availability as I was looking at the AC website and I knew I could do the change with a fare difference of $1,400. However, the agent said the fare difference would be $3,400. When I told her that I was looking at the website and could see the lower fare difference, she said that she couldn't offer me that. She suggested that I do a new booking with lowest business outbound and flex inbound to make sure the fare was still current, which I did and it was. Payment accepted and confirmation received. She still said that she couldn't offer me that fare. So I had the option of paying $2000 extra or a cancellation fee of $300 to cancel the original flex ticket - obviously I did the latter. I then asked aircanada through twitter and the customer care 'complaint' form why the agent could not book for me the fare published on the website. I quietly hoped to get the cancellation fee back. No luck: got boilerplate responses and in response to a further request for clarification I got "I know that your experience was not what you expected. We won't be providing you with any further feedback back on this topic but we assure you that we will continue to work hard to show you a better Air Canada".
So complete brush-off.
Does AC deliberately up-sell on the phone? Has anyone else had this issue? Am I likely to get a proper answer from AC?
So complete brush-off.
Does AC deliberately up-sell on the phone? Has anyone else had this issue? Am I likely to get a proper answer from AC?
Dec 14, 2018, 11:10 am
#5
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: 16,718
Can you share more details about your booking? Exact route, return flights, etc. Also, was this booked through a travel agent? That sometimes creates issues with fare differences.
Dec 14, 2018, 11:59 am
#7
Original Poster
Join Date: Nov 2006
Programs: AC 75k
Posts: 54
RangerNS: isn't upselling inducing a customer to purchase more expensive items or upgraded items? Selling a seat in J for $3400 instead of $1400 is close to that definition, or a scam if the agent does indeed have access to the lower fare.
And more generally, why can't an agent always access *published* fares?
Dec 14, 2018, 12:39 pm
#9
Join Date: Apr 2005
Posts: 96
YUL-YYZ-FRA-BHX outbound, LHR-YYZ-YUL inbound, booked on the AC website.
RangerNS: isn't upselling inducing a customer to purchase more expensive items or upgraded items? Selling a seat in J for $3400 instead of $1400 is close to that definition, or a scam if the agent does indeed have access to the lower fare.
And more generally, why can't an agent always access *published* fares?
RangerNS: isn't upselling inducing a customer to purchase more expensive items or upgraded items? Selling a seat in J for $3400 instead of $1400 is close to that definition, or a scam if the agent does indeed have access to the lower fare.
And more generally, why can't an agent always access *published* fares?
Dec 14, 2018, 2:21 pm
#12
FlyerTalk Evangelist
Join Date: Mar 2005
Location: YYZ
Programs: AC*SE 2MM
Posts: 16,617
(I had exactly the same situation as you a couple of years ago and feel your pain - would be nice if in situations like this where you are upgrading an existing web reservation you be allowed to do so without change fee - either on the web or if the technology doesn't allow (which I suspect it doesn't, then by doing it with an agent).
Dec 14, 2018, 2:47 pm
#13
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Anytime you believe that you are receiving incorrect information, ask the agent to explain exactly why it is that what you want can't be done and then politely end the call. Try calling back. Then ask for a supervisor.
In this case, you really needed to know whether the fare you found was web only. If it was web only, it is little surprise that the agent could not "see" it.
In this case, you really needed to know whether the fare you found was web only. If it was web only, it is little surprise that the agent could not "see" it.
Dec 14, 2018, 3:37 pm
#14
Original Poster
Join Date: Nov 2006
Programs: AC 75k
Posts: 54
Now I"m going to sound like a noob, but where do you see if a fare is web only on the AC website? Fare conditions call it a 'business advance purchase'. Books into P.
And now for the fun of, I just did a fresh search for my itinerary, and the fare is now $200 cheaper than it was when I bought it !!! And I probably won't get fries with that (thanks tracon).
And now for the fun of, I just did a fresh search for my itinerary, and the fare is now $200 cheaper than it was when I bought it !!! And I probably won't get fries with that (thanks tracon).
Dec 14, 2018, 6:36 pm
#15
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: 44,282
The website allows you to up-cabin bookings without a change fee.
I've used it numerous times. It's very convenient.
I've used it numerous times. It's very convenient.
