Questions and Answers

Hi Lucky

I’m flagging an issue with the AC website that you need to advise readers about.

For any Altitude Status flyers the entire E-Up option on their new website has been removed. You can’t see it at all and you can’t see the fare classes that reference them (specifically) latitude fares. This means that it’s impossible to plan any trip that has an E-Up component without calling AC first.

You can pay online and try the E-Up option (which may or may not exist on that route) but the website no longer distinguishes between comfort/flex and latitude so you will not know UNLESS YOU CALL THEM what your chances are of getting confirmed (in R class) as opposed to wait listed.

This is a colossal FUBAR that seriously undermines the E-Up travel benefit and forces you to call in…which wastes everyone’s time and forces you to go thru various options ‘blind’. And imagine a 25k trying to do that with AC waiting times..!

Imagine flying to Europe with this…how many flight combos are there that may or may not offer R-class? You could be on the phone for hours.

It is of course directly linked to their appallingly badly managed migration to the new system.

This is the reply I got from the concierge…note the nasty little ‘malfunction’ twist…

“ Thank you for contacting Air Canada Concierge Desk.

We have been having this issue since the system migration. As a work around, we can process it manually. As soon as you book a flight, give us a call as we are able to look at the booking classes available, notably R class which would confirm you right away when it comes to upgrades and of course as long as it’s within the booking window.

If ever R class is not available, we can process the wait list through Altea which is the new system. Although I have to advise that there is a system malfunction due to a miscommunication between Altea and the airport system, it might be accidentally cancelled within 24 hours. To redeem that mistake, let us know within 24 hours prior to departure so that we would be able to put you manually on the wait list as long as there is no add-on fee involved.

Doing it online might work as well but might also glitch. As long the miscommunication is in effect and the airport system is still not updated to Altea, I would strongly advise you to call us or Super Elite Desk if not within 24 hours. It will be our pleasure to assist.

Please let us know if we can be of any further assistance.”