Redemption on Air Canada - booking reference error

[luxury-lizard]

Not too sure if this is helpful - but I have a YVR-SYD award flight booked using LM (amazing as that may be) - and also received a schedule change (for a 10 minute change in departure) with an "action required" message - however there was no way to take any action. I would have just ignored the message but given this thread, I went onto AC website and while it could find my booking it could not display the details. So in a panic I called AC and the agent said don''t worry about it - I'll just confirm it for you and send a new confirmation e-mail. The e-ticket number did not change. (Note I only waited about 5 minutes to get through to an agent - called mid-morning here) on AC's international toll-free number.

 

[Mattg]

I just flew on a Velocity redemption ticket on Air Canada that had an arrival time change, and didn’t have any issues.

I’m yet to try flying on a ticket that had a change to the departure time and was no longer visible on the Air Canada website, so can’t say if there would be any issues there.

 

[FTac]

I am having a similar issue with an upcoming flight YVR - SYD.

Entering the AC airline reservation code on the AC website gives the error message:

We're sorry, we were not able to process your request. Please try again, or contact us for assistance. 4649

This is a different message to when entering the wrong details.

On hold to talk to AC now! (coming up to 2 hours on hold...)

Edit: and the call just cut out! Any tips for getting through? I am calling 1800 954 196.

 

[magicpies]

I am having a similar issue with an upcoming flight YVR - SYD.

Entering the AC airline reservation code on the AC website gives the error message:

We're sorry, we were not able to process your request. Please try again, or contact us for assistance. 4649

This is a different message to when entering the wrong details.

On hold to talk to AC now! (coming up to 2 hours on hold...)

Edit: and the call just cut out! Any tips for getting through? I am calling 1800 954 196.

I found that the wait time wasn't too bad for that number, 5-10 min usually. Maybe with the Canadian GP on this weekend they are getting more calls than usual!

 

[QF_Flyer]

Hi all, bit of an update which might put peoples’ minds at ease.

I never resolved my issue, which as above basically ended with AC customer services saying I wouldn’t be able to fly, but VA said it would be fine.

Well, it was fine (the first one anyway) - AC34 SYD-YVR, at T-24 OLCI just worked, I could see the seat map, everything. Once I’d checked in, it went back to me not being able to access the reso or seat map, but I was confident to take my (separate) flight from MEL-SYD and hope for the best. Same at check in in the morning, I swung by to get a paper BP (had one in Apple wallet anyway) and it was all smooth sailing.

Next flight is a domestic Canada flight, same issue, same outcome so far (OLCI opened about 10 mins ago and all has gone the same as the first time).

Post automatically merged: Jun 17, 2022

I am having a similar issue with an upcoming flight YVR - SYD.

Entering the AC airline reservation code on the AC website gives the error message:

We're sorry, we were not able to process your request. Please try again, or contact us for assistance. 4649

This is a different message to when entering the wrong details.

On hold to talk to AC now! (coming up to 2 hours on hold...)

Edit: and the call just cut out! Any tips for getting through? I am calling 1800 954 196.

Don’t bother, they’ll tell you you have no ticket, you’ll call VA, who’ll tell you you do, rinse and repeat. You’ll be fine, based on my identical experience.

 

[Flora Dora]

Can you still login to manage your booking on the Air Canada website using the AC PNR (this is different to the VA PNR)? If not, Air Canada probably doesn't consider that you have a valid ticket at this point.

I've had a similar issue with an upcoming booking which was only resolved by contacting a few people that the general public wouldn't have access to. Personally I don't think that's good enough.

I tried telling Velocity that there was a systematic issue here with tickets becoming desynchronised when there is an Air Canada schedule change resulting in a ticket reissue, but Velocity didn't seem too interested.

I am in exactly the same position so just have fingers crossed that it will all work out on the day! Virgin says they can do nothing, contact AC. AC says they can do nothing contact Virgin who issued the ticket Any advice most appreciated!!

 

[QF_Flyer]

I am in exactly the same position so just have fingers crossed that it will all work out on the day! Virgin says they can do nothing, contact AC. AC says they can do nothing contact Virgin who issued the ticket Any advice most appreciated!!

See my post above, I had the exact same experience, it was all fine. At T-24, online check in will work, your booking will then go back to not working, but you'll have a boarding pass. You can also check in at the desk and it'll be fine.

VA know there's an issue and apparently it's with the AC side of things. AC deny anything's wrong at all, but don't bother calling, as you'll end up going round in circles and achieving nothing, as you found out haha.