After weeks of concerns regarging it’s new reservation system heading into the holidays, Air Canada‘s customer service phone line was forced to stop taking calls Monday morning.
As of 10:30 a.m. MST, a recording on the airline’s customer service phone line said that it would not even place customers on hold.
The message repeats in English and in French, with no option to speak to an agent. It says the recording is from the director of Air Canada’s contact centres
Last month, Air Canada said its new Amadeus Altea Suite Passenger Service System replaced the airline’s existing decades-old system, and was the culmination of a major, two-year project that entailed 700,000 hours of development work.
Southern Alberta resident Sam Schofield told Global News that he has been trying to reach someone at Air Canada since Dec. 3. He says the new reservation system crashed in the middle of his online booking.
He was sent a confirmation number, but his credit card was never charged. When he checked his online profile, he says the flight was removed.
Schofield ended up booking another flight, but says system failure at Air Canada cost him about $600 more for his holiday flight from Calgary to Phoenix.
He told Global News that he’s called the airlines more than 15 times, and been on hold for about an hour each time “before either giving up or having something else to do.”
Schofield is traveling with someone in the later stages of life, helping them spend what could be a final Christmas with their family. He has since booked with WestJet and said the experience has been “seamless”.