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Air Canada and Aeroplan: System issues continue to frustrate customers

Dec. 05, 2019
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3 min read
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Air Canada and Aeroplan: System issues continue to frustrate customers
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The continuing issues with Air Canada and Aeroplan bookings after Air Canada's backend system update have meant that customers trying to book award tickets, make seat changes or otherwise alter their reservations are still having trouble.

One TPG reader reports that they purchased a ticket weeks prior via United's website and are due to travel on Dec. 30. Despite weeks of attempts, the ability to purchase seat reservations on Air Canada's website has not panned out. Phone calls in to book seats were met with answering messages — and still no seats to reserve.

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Another reader reports that Air Canada has altered a flight time so that a previously possible connection is now ruined. The result? Multiple phone calls to Air Canada remain unanswered, and the reader is left unable to make changes to a now impossible routing.

A third TPG reader has written in to say that Aeroplan is refusing to accept calls whatsoever, and that when calling in — as advised to do on Aeroplan's own website — customers are greeted with a message from Aeroplan's director of customer service centers.

To confirm this, TPG also attempted several calls with Aeroplan. After being asked to input your Aeroplan number and PIN, a prerecorded message from the aforementioned director states that after Air Canada's update earlier this month, call volumes are higher than normal. He apologizes for being unable to place you on hold and advises those with travel within the next 72 hours to try calling back later. Otherwise, he directs you back to Aeroplan's website — which is still not working properly. The line then hangs up.

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Aeroplan's response to website award searches is to direct you to their call center — which then directs you to their website.

To clarify the situation, TPG reached out to Air Canada. Here's the response:



With any project of this magnitude and complexity — it took two years and 700,000 hours of development — it is inevitable that issues will arise. We continue to work on resolving these and in the meantime we appreciate our customers’ patience. It is important to note that our operations continue as normal. For example, since the cutover Nov. 19 we have carried more than 1.7 million customers, which is typical for this time of year.

Assurances notwithstanding, it's clear that Air Canada and Aeroplan have a major issue to resolve. The inability to properly manage online bookings, search for or book award tickets or reach a live representative on the other end of the line has led to unhappy customers and travel plans left hanging. Hopefully Air Canada and Aeroplan are able to hammer out the bugs soon and get systems running normally.

Featured image by Air Canada

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There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)

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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.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • 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.
  • Terms Apply.