Travelers frustrated with Air Canada’s booking system delays
Posted January 30, 2020 12:48 pm.
Last Updated January 30, 2020 12:53 pm.
This article is more than 5 years old.
CALGARY (660 NEWS) – Frustration continues to pour in over Air Canada’s reservation system.
Many said that they have called the airline to solve their problems, but are placed on hold for several hours.
One person said they waited six hours on hold.
“All of our agents are currently busy,” repeats a pre-recorded message on its phone line.
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But some customers say they weren’t even placed on hold. On another automated message heard Wednesday says call volume is too high and customers aren’t able to be placed on hold at all.
“Due to the current volumes, I apologize that we are not able to place you on hold at this time,” said a recorded male voice. “In order to allow us to manage calls efficiently and assist customers already in transit, we ask that you please only contact us by telephone within 48 hours of travel.”
READ MORE: Air Canada international flights delayed due to network issue, problem fixed
Many people are taking to social media asking for help from Air Canada.
In a statement emailed to 660 NEWS, the company said it recently had to update a 25-year-old booking system and some issues are inevitable.
“In some cases, customers, primarily those looking to make changes to existing bookings, are unfortunately encountering technical issues and elevated wait times as we adapt to the new system,” the statement read.
“We have been advising customers since the new system was put in place that call volumes and hold times are above normal, and we have been working to address this.
Among the measures we are taking is to triage calls to serve customers with imminent travel first.
Customers travelling further into the future have the option of using our online tools or they can contact us closer to their departure date. We have also added staffing, revised processes and taken other technical steps, and we thank our customers for their patience.”
