Was Kafka an Aeroplan member?

Yes, it's time for another screed about the marvels of air travel in Canada. Yet again I find myself in Vancouver, busily not enjoying the scenery or the (not quite fabulous) weather.

My return flight to Toronto was delayed by a couple of hours, so I figured I'd make the best of my down time by booking a trip for my summer holiday, using my Aeroplan points. I've done enough traveling over the years that I have a decent number of miles saved up. (for those of you who were raised post-Imperial system, "miles" are those things that we used to use before kilometres came along. Don't ask me why Aeroplan still uses 'em.)

First off, the new and improved Aeroplan now requires vastly more miles for reward travel than it used to. Back in the early days, there were only a specific number of seats per flight that were available for Aerooplan reward travel. A little while ago Aeroplan made a lot of noise about removing that particular restriction. "Every seat can be a reward seat", they crowed.

Not so fast, Sparky. Although it's true that you can now use your miles to get any seat, the number of miles you need to get said seat can often be ridiculous. Air Canada may have simplified its fare structure when it comes to using hard currency, but the byzantine fare rules didn't actually vanish - they've just been applied to reward seats. So a trip that used to cost just 25 000 miles can now cost 150 000 or even more.

*fume*

But wait: it gets better. After I found an itinerary that wasn't going to involve me shedding my entire stock of hard-earned reward miles, I booked it online. I entered all the flight information, dates, name, address, phone numbers, astrological sign, favourite colour and e-mail address. Then I clicked "submit". (There should be doctoral theses written on the appropriateness of that particular verb in this context.)

The highly sophisticated and no doubt ridiculously expensive reservation system essentially laughed at me. "Error", it said, giving an error code and recommending I call tech support to get past this little hiccup.

Being generally the resourceful type, I changed Web browsers and tried again. Same info; same result. Undeterred, I called up the Aeroplan customer service line (yes, as a matter of fact I do think that's a contradiction in terms) to talk to a human being. I went through the itinerary with her, giving all the required information yet again. She was entering the very same information into the very same database I had been using. Then, just as she was about to click "submit", she mentioned casually that it was going to cost me an extra thirty bucks. The explanation was that there is a mandatory fee for booking reward travel through the telephone system.

My response was something along the lines of "Hulk ANGRY". Why fortheluvva Mike would I go through the rigmarole of booking online, be unsuccessful twice, and then have to pay for the privilege of having someone else enter the same info into the same system, with very possibly the same result? The by-now-very-put-upon agent offered to transfer me to tech support.

*fume some more*

Sooooooooo... another pleasant chat, this time with the customer service guy. (A friend of mine in the IT business calls his customer service reps "monkeys". Until today I thought that was unfair.) It turns out that the error code indicated that my e-mail address was "wrong".

Huh? Wrong? The e-mail address I've been using for something like a dozen years? Why, yes, said the (remember, I didn't coin this term) monkey. "Your e-mail address has only two characters before the @. Our system needs at least three."

That's when I think everyone in the lounge heard all the blood vessels in my head explode at the same time.

The system was expecting more characters? I was speechless. Quoth the monkey: "You could always get another e-mail address". It's funny, but maybe I should quit expecting service from, you know, customer service.