April 25 2008 by Ellen Roseman
At 11 a.m. today, I heard from a reader, Osama Survery, asking if I knew of this folly at Aeroplan.
Our web site is down for routine maintenance and will be unavailable
for a few hours. Please accept our apologies for any inconvenience this
may cause you. Be sure to come back later and try again.
Thank you for your patience.
Who does routine maintenance in the middle of a busy weekday? Didn’t ring true.
Aeroplan’s spokeswoman, JoAnne Hayes, didn’t know anything when I asked. She promised to find out. I hadn’t heard anything by 4 p.m. and asked again.
Sorry Ellen! Thanks for the reminder… This is what I know so far:
During a routine maintenance activity, a significant system outage occurred. At this time, members cannot access their Aeroplan accounts online or through the contact centre, which means no reward redemptions can be made.
We are doing everything we can to restore the system as quickly as possible.
Oh boy. That’s a serious crash, involving phone calls as well as web hits. I checked again with Osama Survery.
I have been trying for a couple of days. Should have never asked for that credit. Good to know it’s not just me.
It’s not the first time I’ve heard of problems getting through to Aeroplan. I’d hate to be trying to cash in my points for a flight and facing a deadline to do it. How do companies get themselves into such messes?