A time of change for Aeroplan members
March 7, 2013 at 4:03 PM
The bargaining committee met with the company on March 6, 2013 to discuss a number of issues and concerns that members have brought forward since the company’s announcement of staff reductions and other initiatives.
To reduce undue hardship on the membership, the union’s position was that the company should utilize all options in mitigation.
The company has decided to permanently restructure call centre staffing by fully utilizing part time members to the maximum of 25% – which the collective agreement allows. As a result, they have refused to entertain the voluntary staff reduction program in LOU 12, or VSPs, citing current year budgetary constraints, despite the fact that these programs would provide long term savings.
The permanent nature of the restructuring makes it ineligible for the Work Share program available under EI which may only be used for temporary change of status. Discussions around the reduced work week program were more promising; the company indicated that they will explore this option (once the changes of status are complete).
• 90 full time to part time reductions will be actioned by reverse seniority order of the Montreal and Vancouver call centre offices combined.
• Those affected will have the option to cancel BMT (buy more time) and voluntary LOA’s (leave of absences). A refund will be allocated for the BMT participants.
• The support department will be a 0900-1700 operation 7 days a week until further notice.
• As per the company, the relief pool will cease to exist for support and will handle absences and work load on a day-of basis.
• The company plans to continue use the support center leads in off hours with a desire to train the customer service leads (CSL) group to handle off hour operations in the future.
• Destination Miles will be a 0900-1700 EST operation from Monday to Friday in Montreal only reduced to 20 FT.
• Reciprocals (change of status) will be actioned by the company for any agents on the list prior to March 12.
Providing service is the cost of providing a premium product. It is very disappointing and difficult to understand why a profitable company compartmentalizes its operations to this extent at the risk of impacting service levels of the premium loyalty program they strive to have.
Aeroplan is an award winning company that owes its success to the excellent customer service our members have consistently provided. Customer Service minus manpower equals Customer Dis-service. It’s that simple.
In solidarity,
Your Aeroplan Bargaining Committee:
Vince De Sua,
Stephen Lussier
Ross McConkey
Jane Winfield
(Sandra Braico)
Theresa Amicarelli, Executive Assistant
Jamie Ross, President Local 2002
Leslie Dias, CAW National Representative