End of Shift

I had another attempt to use up the last of my Aeroplan points. I still 155,000 points and thought that I could use them for my next trip.

I called customer service to book a ticket. After 28 minutes of trying to find available seats on the dates I wanted the agent told me that her shift is ending and she will need to transfer me to another agent. I thought it would be no problem and we were halfway through and the next agent could finish the file. But when I was transferred it was like starting new. I even have to verify my identity again etc. Therefore the first 25 minutes on the telephone were wasted. In the end, I could not have the travel dates that I wanted and could not book a ticket through Aeroplan. So it was a total of 1 hour & 12 minutes completely wasted.

How can Aeroplan management expect agents to assist customers until the end of their shifts without being able to pass a file to another agent without having to start anew?

I wonder how I am ever going to get rid of these Aeroplan points.