On hold with Air Canada for 70 minutes ... so far!!!

[papertraveller]

I have to change DH's reservation for August, and it's not something I can do online because I can't break out his reservation from the rest of the family.

We have the phone on speakerphone, listening to all the great news and innovative features the airline provides.

This is getting ridiculous.

 

[minnie56]

Yep! That's Air Canada!

You know the best way to tell them you are disatisfied?? Call them on it on their Facebook page. You'd be surprised how fast they respond! They hate being outed on social media!

 

[sherilaine]

Yep! That's Air Canada!

You know the best way to tell them you are disatisfied?? Call them on it on their Facebook page. You'd be surprised how fast they respond! They hate being outed on social media!

This is one thing that has caused faster customer responses for many businesses - I recently stayed at a hotel, I made a comment about an issue on the FB page while staying there. I got a phone call from the hotel manager and a complimentary bottle of wine and treats for our kids sent up to our room as a response. I was quite surprised. They also fixed the issue.

I had a watch clasp break - I got nowhere directly contacting the company - go on FB and I got a new watch.

It is almost rediculous! I know Westjet are on top of their FB page.

 

[mkmommy]

On Wed, I called AC and got the longer than hold time message, but then I got the option to have my call returned within 30-55 minutes.

Left my number and I got the call back within 40 minutes.

 

[sherilaine]

I did the call you back option for Westjet on Sunday - they told me my call back would be between 17 and 21 minutes - 50 minutes later they called me back - glad I did not remain on hold.

The option for call back is great!

 

[westcoastgal]

Every single time I deal with Air Canada, the wait time is well over an hour. There have been times when I have called to make a change or ask a question and the employee puts me on hold to "go check" and then leaves me hanging for over an hour again! I told the girl I spoke to last time that as a manager in customer service myself, I suggest they train their employees to come back to the phone line every five or ten minutes just to tell us they are still working on it, they are sorry and please continue to hold. To just leave us on hold with that insane elevator music make my blood boil.
The answer? I can email my concerns to their customer care. I asked to speak to a supervisor but there are none available. You are not allowed to speak to anyone and air grievances, you can only email. There isn't even another number to call to talk to customer service.
I will have to try their FB or twitter. Thanks for the idea.

 

[papertraveller]

I ended up on hold for 97 minutes, and hung up.

The next morning I called at 8, and I received the message that they would call me back. They returned the call 30 minutes later, and I got the reservation changed.

At the end of the call, I asked her about my experience the night before, and how I didn't receive the offer of getting a call back. She said there had been a weather issue in Atlantic Canada that created a larger call volume.

And when that happens, she said they turn the option off!!! The reason: so people don't get calls back at 3 a.m.

Seems ludicrous to me, since the message does tell you how long it will take for the call back to come.

I told her there was also no message about call volume, and she said she'd raise it with a supervisor.

But the kicker: after all that, I realized she hadn't even bothered to give us a seat assignment. So I was soon back online to complete the transaction.

Our next trip may be Christmas, and I'm now in sticker shock. I can't believe the prices for AC travel then. Looks like it'll be back to Buffalo for us.

 

[Sprockie]

flying from the u.s. is so much better in so many ways if you're close to a border.

 

[minnie56]

I'm a TA..think how many times in a week I have need to call AC or ACV. We have another number-and its' JUST as bad. Ridiculous. Every time our Rep comes into the office the #1 complaint is the wait time at the call centres and always she says "we're working on that". Yeah-ok. Meanwhile we use anyone else over AC or ACV but some times-it's unavoidable.

I still say "out them' on FB and Twitter. Gets the fastest response!