Only Online you say

Air Canada drops res agents, allows Travel Agents & Online booking

[Shane]

Air Canada announced today that starting in January it will only accept on-line and travel agent reservations. No Air Canada telephone reservation agents.

Interesting move as most people will be able to handle it but the harried business traveller who changes plans will have to stay in a hotel will internet ability or know a local travel planner.

They didn't say if their airline partners will still make or change reservations.

Interesting change. Ecommerce comming of age?

..... Shane

[oilman]

>>Ecommerce comming of age?

hehe - more likely Air Canada just showing off it's shear idoicy when it comes to running a business. They've had no real competition in Canada since they gobbled up Canadian yet they continually have their hand out to the government for more protection money. It's nuts. I think they are just trying to cut expenses.

<rant>
I flew WestJet to Victoria a couple weeks ago. I walked into the airport in Calgary and was annoyed to see the line to check in going all the way back to the sitting area. Then I noticed that WestJet had 10 people checking in - the line moved super quick and the employees were friendly - my return ticket fare was under $200 CDN. Compare that to Air Canada - same line would have maybe 3 people checking in and they would all be surly "I hate my job" types and the ticket would have been closer to $350 CDN. Now - which of these airlines is making money? Right - WestJet.
</rant>

ahhhhhh - I feel better now :)

[edited by: oilman at 6:03 pm (utc) on Dec. 13, 2002]

[edit_g]

Brave and sensible move. Call centres are expensive, high maintenance and have an astoundingly high staff turnover rate.

Its amusing to note that the Ryanair customer service department consists of exactly 4 people- this is the way forward- or so it seems.

[Shane]

edit_g,

I think that it is an attempt to control expenses but think of the traveller who late at night must change their booking and does not have access to the web. Are all night travel agents in our future?

<response to rant>

In all my years of travelling, and I did alot as a consultant, I met one Air Canada person who was rude and one who wasn't initially helpful. I also travelled Canadian, didn't meet a single person who wasn't there to help. Not bad stats for either.

West Jet, hmmm have you looked at the safety issue? :0

<end response to rant>

[oilman]

yeah - I've been know to overreact :) I certainly don't need to paint all of Air Canada with the same brush - I have encountered nice folks there as well. I think maybe I just warm to the informality of WJ a bit more.

[Shane]

Has anyone else's airlines made this move?

What about South West in the US?

..... Shane