Clearing the Air (Canada)

Last summer, I posted about my first experience with the new Air Canada electronic boarding pass (eBP) that was sent directly to my BB. At the time, it wasn’t that well recognized by airport security and was difficult to scan. I reverted to printing it the old fashioned way.

So I was a little taken aback when, two weeks ago, I got a message from Darcy Noonan, who works for AC as a ‘customer service platform manager, ecommerce’. He said he’d read my blog and, though it was published in the summer, wanted to talk about my concerns. He followed up with an email, too.

When we connected, he was pleasant, well-informed and listened to what I had to say. He told me the airline was trying to educate the front lines on the new processes but it was more difficult than they’d planned. They were, however, committed to making it work and rolling it out across the country. He also mentioned that if I had any other issues, he hoped I would contact him.

I hung up the phone feeling pleasantly surprised. Here was Air Canada, not generally known for its stellar service and yet I’d just had an experience that made me think positively about the company.

From a social media perspective, I think the fact that they’re trying to listen to and engage customers is a good beginning.

However, IMHO I think they might want to add additional functionality to their regular online experience, here. I may be lucky enough to have a direct number, but it’s difficult to get through on the toll free lines. Perhaps AC could include a two-way platform so customers could reach them in real time (especially important mid-travel). An active eBP Twitter stream would be helpful too. That’s my two cents.

Still, this take-off seems to be heading in the right direction.

Thanks for following up, Darcy. I wanted to let you know that I going to give the eBP another chance.

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