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Air Canada Rezervasyon Sistem Değişikliği...

Air Canada, 18 - 19 Kasım tarihlerinden itibaren, seyahat deneyimlerinizi iyileştirmek adına yeni bir rezervasyon sistemine geçiş yapacaktır.

Seyahat yada rezervasyon tarihiniz bu döneme denk geliyorsa ekte yer alan bilgileri önemle okumanızı rica ediyoruz.

Bu süreçte daha fazla yardıma ihtiyacınız olması durumunda destek ekibimizle acforbusiness@aircanada.ca adresi üzerinden iletişime geçmenizi rica ederiz.

Gösterdiğiniz anlayış için şimdiden teşekkür ederiz,

AIR CANADA
Calendarized communications planned for November 14, 2019 

B2C Mass via AC.com: Q&A Page 
 EN: https://www.aircanada.com/ca/en/aco/home/system-update.html 
FR: https://www.aircanada.com/ca/fr/aco/home/system-update.html 

Important Information Regarding Air Canada’s Reservation System Migration, November 18-19, 2019 
 From November 18-19, 2019, we will be migrating to a new Reservation system to improve your travel experience. If you’re booking or travelling during this period, here is important information you need to know: 
 

  • Starting at 20:00 ET on Nov. 18, the aircanada.com website as well as our phone Contact Centres will be off-line for making new bookings or changes until approximately mid-day Nov. 19. 
  • Any required bookings or changes to current bookings for travel during this period should be made prior to the start of migration on Nov. 18. 
  • Flights will be available for purchase and bookings will be available for modification as usual once our new system is live on Nov. 19.  

  
The following functions remain available as usual during the Nov. 18-19 migration period: 
 

  • Check-in online, via App and at Kiosks 
  • Flight Status online and via App 

  
Some questions you may have are below with our answers. If you can’t find what you need, please reach out to us on Facebook or Twitter. You can also call our Contact Centres at 1-888-247-2262, although customers are advised we expect higher than normal call volumes and longer wait times during this period. 

Questions and Answers 
 
What’s happening at Air Canada?   
We’re migrating to a new reservation system beginning 20:00 ET on Nov. 18. This requires us to temporarily suspend the booking functions on our website during the migration period from 20:00 ET on Nov. 18 overnight until mid-day on Nov. 19. During this period, flights will not be available for sale, and existing bookings will not be accessible for changes.   
 
Why am I not able to make new bookings or make changes to my bookings during this period? 
We need to temporarily suspend these functions at our Contact Centres, airports and on our website while we complete the transfer of data from our old system to our new system.  Other functions such as online check-in and flight status continue to be available.  We expect usual flight booking, purchase and change functions to resume by mid-day Nov. 19. 
 
My travel is after Nov. 18.  How can I be sure my booking won’t be lost in the migration? 
Your booking is secure. We have undertaken extensive testing to ensure a rigorous migration process has been put in place to transfer all existing bookings. 
 
Is my personal information secure during the transfer? 
Yes. Protecting your information is a top priority, and we have a number of safeguards in place to ensure your information is kept secure. 
 
I need to change my booking now.  What do I do? 
If you are travelling during the affected period, the Travel Agent you booked your travel through will be able to advise you of your options.  If you are travelling at any other time, you will be able to book or modify an existing booking before or after this period as usual on aircanada.com or through our Contact Centres.   
 
It’s November 18 and I urgently need to book a flight tonight. How can I do this? 
Flight bookings may be made as usual until November 18 at 20:00 ET. After this time until mid-day November 19, if you urgently need to book a flight for immediate travel, please contact a Travel Agent to explore your options. Remember that flight booking and purchase functions will resume mid-day on November 19. 

Will my flight be operating as expected from November 18-19? 
Air Canada’s operations are scheduled to operate normally during this period. 

***** 
Why am I not able to do advanced seat selection? 
We are required to temporarily suspend these functions on our website and in our Contact Centres as part of the migration to our new reservation system.   

During the data transfer period, Altitude members will continue to enjoy the Preferred Seat benefit. However, you will not be able to extend the discount and/or fee waiver for Travel Companions for the same booking.  

Why can’t I request a confirmed Same Day Change (SDC) for my flight online anymore? 
As we complete our system rollout over the next few months, this functionality will not be available through self-serve channels. If you are looking to confirm a different flight on your day of departure, please see an airport agent to process your request. 

Why am I not able to utilize eUpgrade functions? 
During the migration period from Nov 18-19, you will not be able to request eUpgrades at the airport. 

Over the next few months while we update our airport systems, you will not be able to request upgrades at the airport, and upgrades which were not cleared prior to check-in will not be processed at the gate, even if a Business, Premium Economy or Premium Rouge seat is available. In light of this, rest assured that we will work diligently to confirm more upgrades ahead of check-in. 
 
I opted to stand-by early for a flight and requested an eUpgrade. My eUpgrade didn’t clear and I didn’t receive a refund for my credits. What should I do? 
If you wish to stand-by for an earlier flight at the airport on the day of your departure, your eUpgrade status may be affected. If you do not receive an eUpgrade on your earlier flight, and your credits are not refunded within 72 hours, please fill out the online reporting tool

My new Altitude status still hasn’t been recognized online. When will my account be updated? 
If you are reaching a new Altitude status, note that it may take up to 72 hours for all our different systems and touchpoints to reflect your updated status. Rest assured, we are continuously working at improving this – we are building a new frequent flyer program, inspired by you. Learn more here

I purchased a Comfort fare. How do I get my complimentary beverage onboard? 
Simply show your boarding pass to our crew and they will be happy to provide you with a beverage. 

 

B2B Travel Agencies via Sales Flash: PSS Update (pre-cutover) 

[subject to revisions pending further testing]  

PSS Update: Groups, Flight Pass and Air Canada for Business  
 
Over the last few weeks we have communicated what you can expect before, during and after our migration to Amadeus Altéa overnight from November 18 to November 19. More information, including past Flash communications, can be found on our dedicated travel agent landing page.  
 
In this issue, we’ll provide updates for Groups, how to retrieve a Flight Pass locator after migration and changes to select functionalities on the Air Canada for Business platform.   
 
We have also posted information on aircanada.com about our upcoming migration to our new reservations system, and we’ve started contacting our joint customers and Aeroplan members detailing what they can expect during the migration period. Should a customer need to fly urgently on the night of November 18th, we will be directing them to you to explore their travel options.   
 
Groups  

For approximately 12 hours after cutover to Amadeus Altéa from November 18 to November 19, the ability to create and ticket new Groups reservations and service existing Groups reservations and tickets will not be available. The Group Travel Estimator will be offline during this period.   
 
Preparing for Cutover Night  
 
There are several things you for Group bookings to help ensure a smooth cutover to Amadeus Altéa:  

  • Complete group deposits or final payments as early as possible.  
  • Send in your group names and issue your e-tickets as early as possible.  
  • Complete any name changes or corrections as early as possible.  
  • Request any itinerary changes (Feed-ins, deviations etc.) as early as possible.  

   
After Cutover  
 
The following activities will take place once we are operating our Reservations, Inventory and Ticketing live in Amadeus Altéa:  
 
For unticketed groups:  

  • Your Group Cases will not be affected. For any changes to an existing group, please send an email on your corresponding case. The date on which your email is sent is always honoured.  
  • Your new record locator will not be sent to your GDS. Contact the Group team on your corresponding case or via the Live Chat service (Mon-Fri 10:00-18:00 EST). Our agents will gladly provide the new 1A PNR and update your case accordingly.  
  • For any groups travelling within the following two business days, please use the Urgent Link on the Group website.  

  
For ticketed groups:  

  • A new record locator message for each of your claimed PNRs will be generated to your GDS from Altéa.  
  • If your GDS is Amadeus or if the PNR already contained a flight segment on another Altéa-hosted carrier, the existing Altéa locator will be used.  
  • If your GDS is not Amadeus and the PNR contained only Air Canada flight segments, then a new Altéa locator will be generated.  
  • Depending on your GDS, PNRs with the updated locator may appear in your confirmation queue, however, no action will be required and it will not be necessary for you to inform travellers of the new Altéa locator.  
  • Customers may check-in using either the GDS locator or the new Altéa locator. For direct bookings made with Air Canada including aircanada.com/agents and AC2U powered providers, customers may check-in using either the original Air Canada locator or the new Altéa locator.  

   
New Requests - FOR CA/US ONLY  
If you have a G-Cubed User ID:   

  • Log in using the credentials you have set up.  
  • Navigate through the G-Cubed tool to complete your request. A video tutorial has been created to assist you. You can access it here: https://www.screencast.com/t/DXkrfY4Hw2Nm  
  • A G-Cubed Group File will be created, and all details will be forwarded to the Group team.  
  • The Group team will generate the applicable Group contract and send it via email on your new group case which will be used for all further communication.  

  
If you don’t have G-Cubed access, or your login doesn’t work:  

  • Go to aircanada.com or aircanada.com/agents and head to the Group Travel webpage.  
  • Access the Group Travel Estimator (GTE) and enter your Flight Search details.  
  • The GTE will take you to the Quote Request form where you can complete your request.  
  • The Group team will receive your request and book the space for you. They will generate the applicable Group contract and send it via email on your new group case which will be used for all further communication.  

  
Retrieving Flight Pass locator after migration to Amadeus Althea  
 
You may obtain your customers new Amadeus Altéa Booking Reference for Flight Passes booked prior to November 18th as follows:   
 

  • Sign into aircanada.com/agents   
  • Click on Flight Pass >Manage My Flight Pass   
  • Search for your customers Flight Pass booking by one of the criteria available i.e. Surname or View all Flight Pass Bookings   
  • You will be presented with new Altea Booking Reference.   

  
Changes to Air Canada for Business functionalities   
 
Effective November 19, unless otherwise noted, the following Air Canada for Business platform options will be temporarily disabled and re-introduced in the coming months once our full transition to Amadeus Altéa is complete:   
 

  • Hold bookings for 24 hours before completing payment will be disabled November 14.  
  • Book Flight Pass credits   
  • View and select required eUpgrades credits for each applicable fare option while shopping.   
  • Book a multi-city itinerary containing sun and international markets.  
  • Please contact the Air Canada for Business call center 1 888 335-4189 to book these itineraries.  
  • Dynamic seat pricing   
  • Seat Map will display the maximum price that may apply for a paid seat.  The applicable seat price will be charged at payment.   
  • Apply multiple form of payment on your booking  
  • The + and – 3 days pricing options at the shopping display for international markets.  
  • Change an existing booking on the Air Canada for Business platform.   
  • You will be re-directed to aircanada.com to change an existing booking and any applicable fare discount will be applied on the re-directed booking. Please note that saved forms of payment and discounts on ancillary purchases when modifying an existing booking on aircanada.com and aircanada.com/agents will not be available.  

  
If you require additional assistance during this period, please email our support team at acforbusiness@aircanada.ca.      

 

Calendarized communications planned for November 18, 2019 

B2C Mass via AC.com Travel Alert: Cutover Notice 
Alert: Reservations and My Bookings currently unavailable due to IT system updates. Click here for more information. 
[link to PSS Q&A] 
[Would replace any existing notice on aircanada.com (currently Aeroplan 40k offer)] 

B2C Mass via AC.com Homepage Notice: Functions Suspended 

Mockup on aircanada.com: 

 

 

Final copy: 

We are currently migrating to a new system to improve your travel experience 

Our scheduled reservation system migration is underway from 20:00 ET Nov. 18 until mid-day Nov. 19 and booking, managing flights and sign-in are temporarily unavailable. You can still continue and check-in and check the status of your flight. We apologize for any inconvenience this may cause. 

Normal reservation services are expected to resume mid-day on Nov. 19. 

I need to purchase a new ticket 
Once the system migration is complete, you will be able to make your booking. Air Canada Contact Centres are not able to resume bookings until the system migration has finished. If you need to make arrangements for immediate travel during this period, please contact a Travel Agent for assistance and to review options. 

I need to modify or cancel my booking 
Once the system migration is complete, you will be able to modify your booking. Air Canada  
Contact Centres and Airport Agents are not able to modify or cancel bookings until the system migration is completed.  

My flight has been cancelled or delayed or may be impacted by a delay 
If you are at the airport, please speak to an Air Canada Airport Agent.  

I need to check-in 
Check-in services remain available. You may check-in if your flight is departing  
within 24 hours or use the kiosk if you are at the airport. 

I need to check my flight status 
You may use our online Flight Status tool. 

I need to login to my account 
Your account will not be accessible during the migration period, but you will be able to access once migration is complete.  

I need to request an eUpgrade 
Once the system migration is complete, you will be able to request an eUpgrade at the latest, 24 hours prior to your flight. 

B2B Travel Agencies via Sales Flash: Cutover Notice 

[Subject]: Our reservations system will be offline tonight. 

[Body copy]: 
Please note our reservations systems are offline. This includes Air Canada Contact Centres, aircanada.com, aircanada.com/agents and GDS links. This period is expected to last until 1200EST.  

Air Canada flights are scheduled to operate normally and airport services, including online and kiosk check-in for our customers will remain available, however, the ability to create and ticket new reservations and service existing reservations and tickets will be temporarily suspended. 
 
The following functions will also be inhibited during this period: 
 

  • Interactive sell with the GDS. You may continue to request flights in your GDS based on AVS availability, however an Air Canada record locator will not be returned until after the links are reactivated with Altéa during the morning of November 19th. Flight requests made during the offline period will not be guaranteed until you receive a new Air Canada record locator. 
  • Seat maps and advance seat selection will not be available. 
  • E-ticketing functions will be offline. It will not be possible to display, issue, exchange, or refund an e-ticket or EMD-A during this time. 
  • Flight Information will not be available through the GDS but will remain available on aircanada.com and aircanada.com/agents.  
  • Information on how to find the new Altéa locator for Flight Pass purchases. 

Thank you for your patience. 

 

Calendarized communications planned for November 19, 2019 

B2C Mass via AC.com: Post-Cutover Q&A Page 

Important Information Regarding Air Canada’s New Reservation System  

We have now migrated to a new Reservation system to improve your travel experience.  It is business as usual and reservation services including flight purchase and booking modification are available.   
 
Some questions about your upcoming travel are below with our answers. If you can’t find what you need, please reach out to us on Facebook or Twitter. You can also call our Contact Centres at 1-888-247-2262, although customers are advised we expect higher than normal call volumes and longer wait times. 

 

Questions and Answers 
 
How can I be sure my booking was not affected by the migration? 
Your booking is secure. We have undertaken extensive testing to ensure a rigorous migration process has been put in place to transfer all existing bookings. 
 
Is my personal information secure? 
Yes. Protecting your information is a top priority, and we have a number of safeguards in place to ensure your information is kept secure. 

Altitude members continue to enjoy the Preferred Seat benefit. However, temporarily you will not be able to extend the discount and/or fee waiver for Travel Companions for the same booking. As the second phase of the new reservation system roll-out at the airport progresses in the new year we will restore these functions. 

Why am I not able to utilize eUpgrade functions? 
Over the next few months while we update our airport systems with the new reservation system, you will not be able to request upgrades at the airport, and upgrades which were not cleared prior to check-in will not be processed at the gate, even if a Business, Premium Economy or Premium Rouge seat is available. In light of this, rest assured that we will work diligently to confirm more upgrades ahead of check-in. 
 
I opted to stand-by early for a flight and requested an eUpgrade. My eUpgrade didn’t clear and I didn’t receive a refund for my credits. What should I do? 
If you wish to stand-by for an earlier flight at the airport on the day of your departure, your eUpgrade status may be affected. If you do not receive an eUpgrade on your earlier flight, and your credits are not refunded within 72 hours, please fill out the online reporting tool

My new Altitude status still hasn’t been recognized online. When will my account be updated? 
If you are reaching a new Altitude status, note that it may take up to 72 hours for all our different systems and touchpoints to reflect your updated status. Rest assured, we are continuously working at improving this – we are building a new frequent flyer program, inspired by you. Learn more here

B2B Travel Agencies via Sales Flash: Functionality Restored 
[Subject Line]: Our new Reservations, Inventory and Ticketing system is live 
 [Body Copy]: 
Our migration is complete and we are now operating our Reservations, Inventory and Ticketing live in Amadeus Altéa. Booking functions are now available online at aircanada.com, aircanada.com/agents, through GDS links and our Contact Centre as normal.  

Now that all PNRs have been migrated from RESIII to Altéa, the following activities will now have taken place: 

  • A new record locator message for each of your PNRs will be generated to your GDS from Altéa. 
  • If your GDS is Amadeus or if the PNR already contained a flight segment on another Altéa-hosted carrier, the existing Altéa locator will be used. 
  • If your GDS is not Amadeus and the PNR contained only Air Canada flight segments, then a new Altéa locator will be generated. 
  • Depending on your GDS, PNRs with the updated locator may appear in your confirmation queue, however, no action will be required and it will not be necessary for you to inform travellers of the new Altéa locator. 
  • For direct bookings made with Air Canada, including aircanada.com/agents and AC2U-powered providers, the new Altéa record locator will not be sent. Once you have displayed a booking using the original Air Canada locator, please take note of the new record locator. 
  • Customers may check-in using either the GDS locator or the new Altéa locator. For direct bookings made with Air Canada including aircanada.com/agents and AC2U powered providers, customers may check-in using either the original Air Canada locator or the new Altéa locator. 
  • Information on how to find the new Altéa location for Flight Pass purchases. 

For more information, including Frequently Asked Questions, please click here. [link to dedicated TALP Q&A] 

Thank you once again for your patience.