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11 TPG staffers tried to call Aeroplan; Here's what happened

Dec. 06, 2019
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4 min read
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11 TPG staffers tried to call Aeroplan; Here's what happened
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Air Canada switched to a new reservation system back in November. As we've been reporting, it hasn't gone well. Unfortunately, while a technical update is complete, booking issues remain rife between Air Canada and Aeroplan, the operator that handles the airline's award bookings.

Customers using Aeroplan who are trying to book award tickets, make seat changes or otherwise alter their reservations are still having trouble. Perhaps worse, Aeroplan's phone systems appear to be completely overwhelmed.

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On Thursday, our attempts to get an agent failed. Ever the optimists, we had a bunch of TPG staffers try again at various times on Friday.

Sadly, we don't have great news to share. 10 of us failed to get a human. One of us did manage to get through, but gave up after more than a half an hour on hold.

TPG global news editor Emily McNutt had trouble even getting to the recording, "At 10:22 a.m. ET, I tried but wasn't able to verify the info associated with my account even though it was all correct." Travel and family director Summer Hull had the same issue: "Can’t get in. Says all my info is wrong. It isn’t." Several others had problems getting Aeroplan to recognize their details too.

For those of us who finally got the phone line to ring, we got a prerecorded message from the 'director of contact centers worldwide' saying:



"Air Canada has recently adopted a new reservation system, and call volumes are higher than normal. Our agents are assisting other customers at present, and I apologize that we cannot place you on hold. If you are calling about travel in the next 72 hours, please try calling us later. We also invite you to consider booking online at Aeroplan.com. I apologize for the inconvenience, and thank you for your patience."

The call then promptly disconnects.

Managing editor Alberto Riva had more success, but still wasn't ultimately able to talk to anyone. "I tried the French call center, and got the same message — but unlike the English call center, it did not hang up on me automatically. I stayed online, and another message told me to press 4 to speak to an agent. I did. After 32 minutes of waiting (there is no callback option), I gave up. Bottom line: It is possible to get through to Aeroplan, in French. And then wait."

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That doesn't sound like the best solution for most of us.

Unfortunately, the website is also not working particularly well either.

TPG’s own tests to book tickets failed several times. There appears to be a disconnect between Air Canada’s new back end system, Amadeus, and the processes that Aeroplan uses in order to ticket awards. From Aeroplan’s website, customers entering itineraries and searching for availability receive this message:

Aeroplan Error Screenshot

Today Air Canada apologized and told us in a statement:



We are working hard to reduce wait times as quickly as possible. Apart from anticipated call increases related to the new reservation system Air Canada cut over to at the end of November, we have also been experiencing higher than normal volumes due to earlier, unrelated initiatives that are making call activity hard to predict... we want to assure members we are working very hard to reduce hold times as quickly as we can, including through online options.

We will continue to follow this, and bring you more information as we get it. Meanwhile, we want to hear from you - especially if you've been luckier than we've been. Visit the TPG lounge to join the discussion.

Additional reporting from Carissa Rawson.

Featured image by NurPhoto via Getty Images

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  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
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  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
  • Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
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