AC to close Winnipeg call centre.

Discussion in 'Air Canada | Aeroplan' started by milchap, Nov 8, 2013.  |  Print Topic

  1. milchap
    Original Member

    milchap Gold Member

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    Air Canada says it's planning to close its Winnipeg reservations call centre, but that winding down the operation will likely occur over a period of years.
    Meanwhile, most of the 77 employees at the centre are expected to transfer to the Winnipeg airport or elsewhere, although some my elect to take severance pay, an airline spokeswoman said in an emailed response to questions about the shutdown.
    "Air Canada met with officials from the Unifor union and employees at its Winnipeg call centre this week and confirmed the centre will wind down over an unspecified time period, expected to be a number of years due to changing technology," the emailed statement said.
    Besides transfer and severance, Air Canada will "work with the union on other mitigation measures as necessary," it added. (Winnipeg Free Press)
    The union said it received notification of the shutdown from Michael Tremblay, the airline's director of call centres and customer relations.
    Tremblay told the union the closure was a "work in progress" and did not give any details regarding closure dates or where the work currently performed by Unifor members would be moved to, the union said.
     
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  2. YULtide

    YULtide Gold Member

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    Another blow to Winnipeg.
     
  3. UA191

    UA191 Silver Member

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    NOOOOOOOOO!!! AC's wait times are already out of control... they just eliminated their "call you back when it's your turn" option.
    Wait times last month when I called were 12.5 hours w/ the option.
    This is insane!
     
  4. tomh009
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    tomh009 Gold Member

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    Surely it's not 12.5h if you stay on the line ... or is it?
     
  5. UA191

    UA191 Silver Member

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    I've heard of some worse wait times for AC... especially during bad weather.
    The way around it is to choose the french option- all of their agents speak english & the wait is usually 1/4th of the English line's.
     
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  6. The Lev
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    The Lev Silver Member

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    Seems like an odd decision. Winnipeg is a reasonably low cost place to put a call centre and the time zone works well for Canada.
     
  7. tomh009
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    tomh009 Gold Member

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    How many call centres are there? Is Winnipeg a large or small one of the bunch?

    It could be that the call volume is decreasing (possibly the web site is handling more requests?) and they are rationalizing. It's purely a guess on my part though.
     
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  8. YULtide

    YULtide Gold Member

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    Did Winnipeg recently announce the opening of another, non AC, call centre? Is there an angry letter somewhere? :p
     
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