emma69

I am getting a bit frustrated. I had a discussion with an AC rep on Twitter who told me it wouldn't be an issue getting a 15% discount code (for previous flight issues) reissued for use (had been on a booking for this summer that was cancelled due to COVID). Told me to send original code to customer service email, who sent a stock response saying codes are one time use only.

I understand you can only use a code once, but the fact the flights didn't even operate means there is no way it could be 'used'. Am I being unreasonable here? I want to book the same flights for next summer (Olympics) and that 15% makes a big difference in flight price. Any advice? Thanks.

Adam Smith

We've had a number of examples of people getting new codes in exactly this situation. When you wrote in to customer service, did you explain that AC cancelled your original flights and that's why you're asking for another code?

emma69

Yes, I did. It seriously looks like someone cut and pasted the reply on the email. Do I just try sending to the same email address again? Or is there a real live person I can talk to?

Adam Smith

There's no customer service by phone.

You could try replying to the e-mail, reiterating your case, emphasizing that you weren't able to get the benefit of the first code since AC cancelled your flights. And mention that you've heard other people have gotten new codes in the same situation.

Or you could try writing in via the web form on the AC website. It may end up with the same people or not.

emma69

Thank you, I'll give it a shot!

gcashin

What is the status of the $ from your cancelled flight, as that may be a factor. Has it been refunded, converted to a gift card, or is it still sitting as a travel credit?

I had a flight cancelled by AC several months back. I can't reuse the promo code on a new booking, as it's already been used. I asked Customer Relations to reinstate the promo code, but they insist that it's still tied to the travel credit from the cancelled booking, so they won't reissue it. I'd requested to have the travel credit converted to a gift card, but that's taking forever. I'll ask again once it's been converted to a gift card, but it seems like they are sometimes denying the requests to reactivate promo cards if the prior booking is still sitting as a travel credit. If you've got a refund or had your booking converted to a gift card, that may be a bit more straightforward to get it reinstated or reissued.

emma69

I took mine as a refund, but the language they pasted into the reply referenced travel credit (which showed me no one actually bothered reading it!)

Symmetre

OP, try reaching out to AC on Twitter. That generally brings a much faster response than email or any of the website forms.

I did, after seeing this thread, and found that they've already proactively extended the codes I have to next August. Thoughtful move on AC's part.

emma69

Thanks, that is how this all started, I messaged them on Twitter, who told me I had to reply to the original discount code email and the team would take care of it! Left hand doesn't know what the right hand is doing in all of this!

gcashin

So I had a % off discount code that was applied to a flight that AC cancelled from May. (AC cancelled, I didn't). I've tried to get it reissued, but AC refuses to budge even though they cancelled the flight.

First response (after AC cancelled flights): After the booking was officially closed and converted to a Travel Voucher, I'd asked again to have the discount code reissued, figuring this was a routine request once the booking was officially closed:

So AC cancelled the flights, but won't reinstate the % off discount code because it was used to reduce the cost of the flights that were cancelled and I was unable to take?