I tried to complete a transaction online on Feb 1, 2016 to redeem 50, 000 points for 2 flights from TO to LA. I completed all the steps as instructed (including payment) but Aeroplan's system got stuck on on the last screen, with a notice indicating something like, "processing...this may take a moment...please don't refresh."
I waited for about 10-15 mins and still nothing. Finally I tried to go back (to no avail) and then had to close the screen.
Not knowing if the transaction had gone through or not, I called Aeroplan and selected Online Support. As I waited in the queue, I received an email with an itinerary containing a booking confirmation. The operator there told me she couldn't verify whether the transaction had gone through as it was too recent, and advised that she had to transfer me to another department (Bookings?). I expressed concern about waiting in a long queue, but she assured me it would only take a few minutes.
So I was then placed, and waited, waited and waited. Indeed, I waited for OVER AN HOUR. There was no message saying "wait times were particularly long" or "thanks for waiting", nothing. There was just that dreaded 30 second or so music loop, with the odd dead air to make you think someone is about to come on.
Finally, an operator named Sebastian answered, "How may I help you" - no apology, no expression of thanks for waiting, etc. I asked if Sebastian knew how long I had been waiting, he said, "Yes, over an hour". I then remained silent for moment, giving him an opportunity to apologize, or thank me for waiting, or explain why I had waited so long, etc. Sebastian said nothing. I then asked him if he thought this was acceptable/reasonable, to which he responded something like, "Have you not ever called a travel line? Are you not aware of the storm out East" or something to that affect. I said, "No, how could I know about this? I certainly wasn't told anything about that from the prior operator, nor did I see anything on the website, or a message on the phone indicating this." He then said, "This conversation is not going in the right direction". This made me more frustrated and I started to get angry. I said, "I don't think you understand, I waited over an hour just to confirm a booking I made because your/Aeroplan's system crashed at the end of my transaction, and you come on, don't apologize and now tell me I am doing something wrong". Sebastian then says, "What is your booking #?" By this point I started losing it and responded by saying, "Okay I'll give you my bleeping booking #...", to which he said, "Thank you for calling Aeroplan, GOODBYE" and hung up!!!
Sebastian was perhaps the worst operator I have ever experienced in my decades of dealing with various call centres for companies like Air Canada, Aeroplan, Rogers, Bell, etc... He needs to be reprimanded for this poor behaviour and mishandling of my call. I also think a formal apology from him (ideally) or someone from Aeroplan is appropriate. Finally, I think it would be appropriate to compensate me for the time I wasted on the phone and the very poor customer service I experienced.
Please note that I have never actually taken the time to write a complaint, or lodge any formal complaint about anyone in all my life. I trust this speaks volumes of just how rude Sebastian was on the call. You need to take action here, and make things right.