Thursday, May 22nd, 2008

Air Canada gets it wrong

in: Communicate, Create, Standing out

I have a love-hate relationship with Air Canada.

I fly their planes a lot, since I’m usually starting from Montreal or Halifax. I love the fact that frequent travelers get access to their lounge without an extra fee, even when it’s a partner’s lounge.

But frustrated by ridiculously broken enrollment and online booking processes (things like having to convince their call centers that yes, in fact, the screen in front of me does say “server error.”) I switched my loyalties to United, who get it right much more often.

On the other hand, Air Canada has great planes, with power and screens. I was starting to warm to them again; they’ve overhauled their entire website. It still has problems, such as the complete failure of their mobile booking process (apparently intended to send a barcode to my phone.) But it’s getting better.

And then they go and break my heart again.

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