Aeroplan is finally wising up to something: providing poor customer service is no way to run a premier loyalty problem. While it may be too late, I’m pleased to report I have not encountered a hold for more than a month when calling Aeroplan. That’s truly revolutionary.
Air Canada will resume control over its loyalty program 2020, a move that Aeroplan parent company Aima hopes it can counteract. I believe the ship has sailed, but Aeroplan has suddenly realized that if it wants to even be considered, it better start serving customers rather than aggravating them.
I’ve bemoaned long hold times for years, making the sudden change nothing short of breathtaking.
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Multiple time over the last month I have had to call Aeroplan and never have I waited on hold. Calls have taken place in the morning, afternoon, and even the busy evening period prior to closing when hold times are often particularly bad. My associates at Award Expert have reported similar good news.
It does not appear that Aeroplan has hired more people. Rather, it appears that its new telephone verification system (you must input your Aeroplan credentials in order to speak with an agent) is cutting down on wait time. Plus, Aeroplan now provides partner record locators online.
Whatever the reason, the new reduced hold times are a godsend. Let’s hope it is not just a summer blip!
How about you? Have you also experienced reduced hold times with Aeroplan lately?