I am trying to book a flight from Vancouver to Penticton. The Air Canada website is giving me all kinds of errors tonight and I have been ploughing away for about 45 minutes trying to secure a booking.
In an effort to just cut to the chase, I called the reservations centre. They normally have a $20 fee for booking over the phone, but I assume that they will waive that to get me a booking as the web site is clearly down.
To my faint surprise and astonishment, Kevin, the reservations agent, says he can’t do it. He suggests I call Air Canada tech support and get them to phone him to tell him that the web site is down so that he can waive the fee. That strikes me as not my job.
Here’s a better way to handle it, Air Canada. Trust your customers, especially your frequent fliers. Isn’t Aeroplan a “loyalty program?” Is loyalty one way? When we tell you there is a problem, believe us, make the booking and sort it out at your end. If I’m lying, you’re out $20 (but you have my fare), and you can put a note on my Aeroplan file saying I’m a scam artist. It would save you having a blog post written about you at 1:41 in the morning by a tired and irate customer. Also, trust your staff to make the call to waive the fee without someone in tech support okaying it.
If WestJet flew to Penticton, this would not even be an issue. They would have had my $472 in a flash and they don;t charge a fee for phone bookings. For want of a $20 fee, Air Canada sends me packing. When I told Kevin I would call Westjet (just out of sheer frustration) he said “Sorry we can’t help you.”
Yeah, well. I’m still stuck needing to take your airline to Penticton. Cold comfort.
[tags]air canada, customer service[/tags]