Aeroplan Travel Services’s earns a 1.4-star rating from 205 reviews, showing that the majority of travelers are dissatisfied with booking and rewards experience.
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unfair and hideous service
I have yet to meet anybody who is a happy Aeroplan user. I have wasted so much of my time with this company it's now quite liteally a joke. I have just spent several exasperating evenings with this peculiar business and I have a story that is so bad it might be entertaining.
Let start by saying I understand that if you don't lose your points and you book a bazillion years before you travel, they are the best deal for your mile in town. That's why I signed up. But people: it just ain't worth it.
They pulled the stunt on me about because we hadn't used my wife's/kids points for so many years that the points that I earned were no longer ours to use. We lost close to 100, 000 points. Apparently they sent me a letter. I suspect that the letters got lost in a move but the fact of the matter is, I really don't want to have to read all the crap that we are sent by such companies. Every normal business knows that a deals a deal and you don't reneg on people just because they like to save the points for a big trip instead of using them in little bits. Oh, and speaking of using your points...
Have you ever tried to book your flights? Omigosh. It is pathetic! You approach your keyboard with bated breath thinking: "yay, I get to use my points and travel to Mont Jolie, PQ for free. Yippee. So much fun!" Then you try. Then you try again. Change the dates, change the hours, postpone, ... I think they make about one seat available every 4 months for the low price... that's the one I actually signed up for rather than the new rewards that cost you way more miles. I remember one booking where I had to over night in Winnipeg and then Montreal just to go across the country! They give that to you like it's a viable option!
But on to my story... I promise to keep this shorter.
I book on line. Happy day: I book a multi city flight for the fam to go across Canada and it says it's all good. I enter pages of required info ending with credit card #. Oops. In the intervening minutes while the website processes the transaction the flights are actually not available anymore. Ummm okay: must have been booked by somebody else. I try another combination. Yippee! It works again. I re-enter pages of info along with Mr CC. Nope. So you try again. And again. And... well you get it. I call the Aeroplan Customer Service. (The next day because their hours are so restricted) Hmm... they see it is available but you have to pay $30 per person just to do it over the phone. But this is website malfunction. Ahh yes: you must call the web site customer service. Call them (the next day because their customer hours are so restricted for Western Canadians). They so nope. Call usual guys. Call usual guys. Nope: call web site guys. Call and I get to talk to Stephanie. Give her history and she says I can't book such a flight on the website. I say I am doing it right as I talk to her and the guys on the customer service says it is, in fact available. She says to book it through them, then. I say that will cost me an extra $30 per person. She doesn't see a problem. This is the normal way they do business. They are perfectly content to bate and switch on their customers and waste hours of their customers time as they try to apparently book flights on the web when the flights are actually not available at all.
Okay, I admit. I for the first time, started to lose it a bit. I explained not all that calmly but not abusively that they had wasted about 5-6 hours of my time. She then chastised me for not listening to her because she had told me that there was not a problem. This is the way things worked. I had to call the usual guys. Can I speak to manager. Put on hold for several minutes. No. He's gone. What's your name. Just one moment sir. I wait several minutes again and she tells me. Where do we go from here, Stephanie? I'll put you through to customer service. Wait several minutes. Get voicemail saying customer service is now closed. Did I mention that their hours are restricted?
This is where I give up. I call my bank. I tell them that they can cancel the cc that I put over $100K on every year that earns me the privilege of dealing with this detestable company. That's the one I've been using for over 30 years now. I call up "the usual guys" pay my $30 extra per person and hope that I can dissuade any and all who will hear: STAY AWAY FROM AEROPLAN!
Kafka. Pure Kafka.
The complaint has been investigated and resolved to the customer’s satisfaction.
rude customer service
On May 25, 2011 at @ 2 pm AST I was forwarded to a Supervisor at Aeroplan as I was dissatisfied with information I had been told at booking and discrepancies between Airlines as to when I was told where to go tthrough Customs and length of time they had given me was not adequate enough to catch a connecting flight. Her name was carol and she told me her Employee # 16112 (whether she was being honest I'm not sure) She was incredibly rude, she talked over me and was condescending with everything I said, she made me feel very small with her bullying ways and cannot believe someone of with that kind of a personality could ever be allowed to enter that field. Unfortunately after she started laughing at everythuing I said I stooped to her level, called her a nasty name and hung up with nothing resolved. I would really like this to be investigated.
Looks like Carol 16112 has been at it for a while.
miles
Aeroplan claims it sent me an e mail in December advising that my miles were going to expire in March of this year.
I NEVER got any such e mail, in fact tracking my e mails the last one I got from Aeroplan was in October of 2010.
They took 293, 000 airline points from me. The Aeroplan agent I spoke to who went by the name Gord seemed to enjoy telling me too bad. Said even if I didn't get the e mail (he just fell short of calling me a liar) that it was in all the newspapers and on the CBC, problem with that is I live in the U.S. When I asked to speak to someone higher up he said there is no one else higher up. He then said if I want the points I can buy them back at a penny a mile. It would cost me $2963.53.
These points were for emergency travel and this is the way Air canada rewards loyality?
The complaint has been investigated and resolved to the customer’s satisfaction.
I just lost over 42, 000 air miles without any kind of notice(no notification of any kind). I was sick for quite a period of time following which I checked my account only to find that I only had 17 points. When I contacted aeroplan they told me too bad. I have been a member for 28 years. ...What a loyalty plan...now I have a loyalty plan of my own "AVOID AIR CANADA"
I had similar experience. They insisted they sent their email and said even if there was no email, I should be well aware of the policy as a consumer! I will never take Air Canada again unless I absolutely have to.
Air Canada never had class. It was alousy airline seemed to improve for a while when it had to compete with Canadian but once they managed to take Canadian down now they have decided to take down loyal customers. Its hard enough to book flights with points, in many cases what cost 25, 000 a year ago now cost 60, 000. To do this is twos Aerplan and Air Canada are two bit operations. Shame on you. The satisfaction we will get is seeing Westjet eroding your service. Will Air Canada then start to suck up to their customers then? If they do we should turn on backs on them and work to support Westjets successes
no longer good value
I've been a satisfied Aeroplan member since 1990 up until now. Aeroplan no longer provides a reasonable selection of flights at the "Best Value Flight Rewards" level regardless how far in advance a booking is made. I always plan my vacations a year in advance and I have NEVER had an issue with booking reasonable "Best Value" level flights through Aeroplan in the past. Now the only reasonable flights available will cost you two to three times the points under the "Extra Access Flight Rewards". This issue is particularly noticeable when flying to the U.S. In fact, good luck to anyone trying to find an Air Canada flight to Florida for 25, 000 points. What you will find instead are flights on U.S. carriers with multiple connections. Bye bye Aeroplan. Bye bye Aerogold credit card. I have switched to the Capital One World Mastercard which offers much more flexibility and value.
The complaint has been investigated and resolved to the customer’s satisfaction.
I agree with ALL the above complaints. I fly Air Canada direct from Sydney, Australia to Vancouver, BC at least 3 times every year - to visit my family. I have thousand of useless Aeroplan points which I have NEVER been able to use to upgrade any flight. What is the point of accumulating all these points only to be told that there is NO availability? And there is NEVER any availability - no matter when you fly OR how far in advance you try to redeem points for a business or premium economy ticket. I am dropping Aeroplan - cannot stand their shoddy customer service anymore.
I have been reading that CIBC is considering severing the connection with Aeroplan (and Aimia). If there is any way customers can give feedback, I would like to be at the front of the line. Our son is getting married in Toronto in July, and I thought it would be a good way to unload some of our useless 375, 000+ Aeroplan miles. Well, of course when I checked on getting reward flights for them to come from LA to TO and return, they were only available as “Classic Plus” – 112, 500 miles vs 100, 000 regularly. Oh, and add an extra $206.25 plus HST for the privilege. Still OK, let’s do it. Not so fast, cowboy. In order to transfer miles from one aeroplan account to another, there is a small administrative cost of $.02/mi. (plus HST), which doesn’t sound like much, but in the case of 112, 500 it comes out to $2, 542.50. Add that to the other $206.25 and the grand total is an additional $2, 775.56 (not counting the $112, 500 spent using the Aerogold card.) So I gave up that idea and he booked on his own. The same return flights for the two of them, total price? $1, 117.32. A savings of $1, 658.24 and the 112, 500 miles stay in the tank! So I like all of our friends seem to have done already, are looking to Avion, which according to those who have it, has none of this nonsense. (Yet). If there is any way you can pass these comments along to CIBC to help in their decision making on dumping the Aeroplan connection, please do so. We have been Aerogold card holders almost since the beginning of the program, when it actually was worthwhile as a travel card. Unfortunately, over the years, it became a bloated bureaucracy, and to mitigate the liability of the mushrooming miles in the account, they made it prohibitive to do what the project had initially intended.
I've been an Aeroplan member since the inception of the program some thirty years ago or more. It's only been in the past few years that I've become more and more dissatisfied. Just six years ago two of us could travel business class to Europe for 160, 000 miles and about $300 in taxes and fees, three years ago we could get there using the same number of miles but with about $1000 in taxes and fees, today it takes 180, 000 miles and nearly $2300 in taxes and fees. How is this possible? I have a theory. I believe in an effort to show low, low one way seat prices the airlines have broken out things like fuel and other incremental costs showing only the cost of servicing of the actual seat in their pricing and moved everything else to the 'fees' section of the ticket price. This has resulted in a false economy in price advertising and means the frequent traveller/purchaser pays the penalty. Aeroplan charges every partner (premium credit card co's, hotels, car rental, grocery stores, etc.) for the 'privilege' of having their customers earn reward miles and then the airlines rip off the Members by charging what I consider to be exhorbitant fees. Now, is $2300 plus 180, 000 miles still a bargain? At the standard four cents per mile plus the fees it amounts to the equivalent of $9000. I can book the same flights for $9700 so, I guess it's still a deal. But, wait! The taxes and fees on two purchased tickets only amounts to $1740 of the $9700 total. So, in fact, we're still being ripped off an addiitonal $500 for using reward miles. Over the past few years we've managed to accumulate nearly 900, 000 miles, used or given away 400, 000, and will try to use the remaining 500, 000 before leaving the plan forever. Not what I want to do but, I can no longer find a way to justify the ever increasing cost of using reward miles for 'free' travel.
I agree; the thing is, it is impossible to redeem the points on gift cards! I tried to redeem in December 2010 for movie passes and a store card, and neither of the cards ever came. They told me to be patient, They had me fill in forms in April and said they would investigate, it is July and they still do not answer my emails and still no gift cards. Five years ago I was able to get the gift cards, but now that Aeroplan has outsourced itself to "carlson marketing" it is impossible to actually get any gift cards, and a real scam. In February on one missing gift card they admitted that "there were changes in the system and some requests were lost but the miles were reinstated, for some reason yours seems to have been overlooked" but months passed and still no miles reinstated or gift card. I have spent too much time on emails and phone calls and filling out investigation forms and there is no response whatsoever. Aeroplan and Air Canada seem to act as if there is no regulation or reason not to ignore and rip off customers.
BEWARE _ AEROPLAN IS A SCAM! I have accumulated 80, 000 Aeroplan points over the last few years and have been trying, unsuccessfully, to redeem them for travel over the last year. I tried to book a flight from Calgary to Las Vegas 3 months in advance and was told there was no availability. I tried to book a flight to Maui 4 months in advance and was quoted 180, 000 miles round trip for a terrible flight that was 20 hours due to connections. I would not ever purchase a flight with that type of terrible connection. This week I tried to book a flight to St. Loius in May, off season, leaving on a Wednesday and was asked if I could leave on the Tuesday as there was no availability for my requested dates! I can't fathom this type of mediocre program with such a limited availability. The manager at Aeroplan said their hands were tied because they share seats with other partner programs such as United, and that the airlines decide how many seats they alolocate to points flyers. He suggested I book even further in advance so I just attempted to book a holiday in DECEMBER and guess what? NO AVAILIBILITY for my dates, and the alternate dates were horrible 20 hour flights again, and the points cost was 180, 000!
When I tried to complain to CIBC VIsa and to Aeroplan, there was no formal complaint process and I was told to use my points on gift cards. I honestly feel like Aeroplan is now a SCAM.
STAY AWAY
aeroplan program rules
For anyone having problems dealing with Aeroplan frequent flyer /loyalty program, I strongly suggest filing legal action against Aeroplan. Do not, I repeat, do not attempt to contact them to negotiate a resolution. The only way to reach a remedy with Aeroplan is through the courts. Neither the "customer service" agents nor supervisors have authority to resolve problems. Currently there are many law suits against Aeroplan including a huge class action suit against Aeroplan for "Expired Points" (CTV News, 21 January 2011) and I strongly suggest investigating these actions.
Recently found out Aeroplan had removed points from both my parents' account (46K each) due to inactivity. The only option offered to us is to pay approximately CAD500 each (CAD0.01 per point + tax, I assumed) to get those points reinstated. Which set the minimum value of these points to a combination of approximately CAD1000. In a separate situation, I found out that current fair value of 200 Aeroplan points is CAD25. Which set the upper value of the points to CAD11500. During a subsequent enquiry, Aeroplan's superviser suggested that they had alert us through e-mail (by the way, my parents can neither speak nor read english); hence, they are entitled to rip thousand of dollars worth of points from them.
Based on the above response from Aeroplan, I have to assume that only people of english or french literate were their potential customer and deserve their attention (Can these be considered practice of prejudice against minority?). More importantly, is this mentality shared and approved by Aeroplan's sponsors (i.e. Air Canada, Esso, Costco, etc)?
I am planning to file a legal action against Aeroplan. If you have any material (i.e. sample claims, class action details, etc.) that can help support my complain, please post it here to share. Thank you in advance.
Aeroplan is committing an authorized theft of Air Canada's old customers. Aeroplam can not unilaterally change conditions by notice (they give no legal consideration for the change - they onluy purport to take something from the frequent flyer). They purport to change conditions or terms by posting them on their website, but when you complain, they will NOT accept Electronic communication - you have to send your communication in writing by snail mail to Aeroplan Centre in Vancouver BC. If electronic communication is not good enough for AEROPLAN, it is not good enough notice to try try change terms and otherwise RIPOFF the consumer. Aeroplan, Air Canada and Esso and other "partners in crime" can be joined in a small claims court action in any province. Sue for the value of points as you see it and for punitive damages for the egreious unilateral missaprropriation of your property. Despite Aeroplan's position, Aeroplan points have a value that is recognized by the courts in Family Law Actions and other cases. At least 4 actions are being prepared in Alberta small claims court for the $7500 or $25000 limit.
The principle argued by Aeroplan has ALREADY BEEN REJECTED in the US Ninth cCircuit Court on July 1, 2007wherein the court held that "parties to a contract have no obligation to check the terms on a periodic basisto learn whether they have been changed by the other side". In Canada, any change purported to hve been made by Aeroplan is without notice, consideration or assent. Aeroplan is about to be spanked by the civil courts and complaints are to be laid before Crown Prosecutors for fraud and for unfair business practice.
How many Small Claims Court actions in Calgary and Alberta have been launched - and how many has Aeroplan settled out of court to avoid publicity and punitive or exemplary damages for stealing earned Air Miles by unilaterally declaring them to be expired or void? How mauy people signed or agreed to Aeroplans changes? Aeroplam can coveniently be sued in any provincial small claims court. You can sue in federal court if points relate to Ai Canada, and particularly if they were earned before 2007, but easiest to sue in Alberta, for the value of the points. The value is already recognized in family law cases. You do not need to join the Quebec Class Action if you'd care to have Alberta Provincial Court Judge listen to Aeroplan's explanations for why they steal people's rewards. You may add Air Canada (check their corporate name) as a defendant and to consider whether a claim for punitive or exemplary damages are appropriate.
Alberta government will send you to federal departments and feds will send you back to provincial. Simplest speediest relief is available in small claims court, now that they have juridisction up to $25, 000 and that they will award punitive damages!
M
points removed - twice!
I have had my points taken twice from Air Canada. First, I discovered that my points had been taken the day before I had travelled. I was livid and attempted to contact them. The problem was that I had moved to the Middle East and couldn't phone them. Unfortunately, even though the rest of the world uses internet correspondance, Aeroplan doesn't. I did call them to ask why my points had been taken, put back on two weeks later (after I had already flown) and then removed again two weeks later but nobody answered the phone. I had never received any correspondance from them stating that my 62000 points would disappear and never got any response.
So I decided to give them another chance, especially since Air Canada seems to have a monopoly on international travel. What a mistake. I flew three times round trip England to Van. The last time I flew was December 2008 but, having had bad expereiences in the past, I was careful to only book through Avis when renting a car and used my card for approved hotels between Dec 2008 and the present. Turns out that I went to check my point balance the other day only to discover that they were gone again - 28000, this time. I was livid.
I waited a few days to call and have just gotten off of the phone. I was informed that only a few of the Avis locations are affiliated with Aeroplan (although Avis stated that all of their locations are affiliated) and that it was my problem. The woman on the phone was excessively rude (my husband was truly shocked by how rude the "customer service" rep was) and then put me on long distance hold for 20mins to "check on something". In the end, I was told there was nothing that could be done and that it was too bad. I couldn't believe it!
We've now decided we will never fly with Air Canada again. I am ashamed to say that such a substandard airline carries Canada on it's planes. I have been more than responsible in this matter but have decided, since Aeroplan and Air Canada are not held accountable for bad business practice and consumer affairs, that I can not endorse nor recommend this company or its affiliates to anyone. What a shame to have to boycott so many Canadian companies - and what does all of this say to non Canadians about Canadian business?
If you want to sign up for this class action suite you can do so online at:
http://www.merchantlaw.com/classactions/aeroplan.php
These thieves must be stopped. I lost 40, 000 points today, and only noticed when expecting to book a trip to Mexico for a family wedding, after years of saving points through business travel. Down with Areoplan! I will actively post everyone so you can all get involved also.
My name is Kristin and I am a senior member of Aeroplan's Customer Service Support. I received an alert about your comment and I would like to apologize for the experience you have had thus far. I would like to look into your experience related to your Avis redemption, however, in order to do so I will need your preferred contact information (name, phone and/or email). I will be more than happy to discuss this with you, on this forum and/or via personal communication. I can be reached at the following email address: aeroplancustomerservice@maritz.com
Thank you, and again my sincere apologies for your unfortunate experience. I look forward to hearing from you.
decreasig value of points
I wanted to share my experience with you on using my Aeroplan points. The bulk of my points are collected using the CIBC Aeroplan card which I have held since 1994.
I have booked many trips in the past using the Aeroplan points collected using the credit card + flying with the airline.
I have been attempting to book at trip online to Florida for the past weeks using my points to get my family there for a vacation. The dates we get are not that important.
Traditionally you need to claim 15000 miles for short haul flights and 25000 miles for flights anywhere in North America. What Aeroplan has now stared doing is rewarding with connecting flights for these point levels. No one wants a connecting flight when a direct one is available. Thus for me to get on the direct flight from Toronto to Ft Lauderdale I need to use up to 55000 miles for what you should get using 25000 miles.
The Aeroplan program has dwindled in value over the past years to the point that is it basically a fraud. For them to simply choose the number of miles required for the reward is on the verge of fraud. The points required for a flight have in the past been and should be fixed.
I would recommended that everyone stop collecting aeroplan points and focus your efforts elsewhere. I will be switching to the Capital One Cash Back credit card now that simply rewards cash to you.
The same story here. I just lost about 50, 000 points. I called the customer service and talked to their supervisor. The response was that an email was sent to me. Although it went to Junk mail box, it was not their fault. And it was my own fault that I didn't go on Aeroplan site to check every day to make sure my points were not expired. What customer service it is! And when asked whether they cared about what customers felt, the Supervisor said the company's goal was MAKING MONEY. Let's stop using aeroplan and aircanada to help them not making any money.
If there is class law suit, I will be more than happy to join.
I just lost my 49000 miles (points). Aeroplan simply deleted all. I spent 8 years to collect these points (member since 2017). I am very disappointed about this! It is same as stealing my money from me. I specifically chose Air Canada to fly, Esso to pump my gas and Nationals to rent cars just to collect Aeroplan points (even when other flights, rentals & gas stations are cheaper).
This is not fair!
Like many others, I lost my aeroplan points, over 90,000 points. What really upsets me is that i have to hear that I lost my points via the 11:00 news. I checked my balance (which i haven't done for a long time - not on my mind unless ready to cah in points) to find a "0" balance. This is theft, I spend thousands to get those points and those points are like cash and Air Canada (or who ever owns aeroplan) has no right to take these away from us.
I would like to see our tax dollars (Government) take some action towards this subject and enforce Aeroplan re-instate all points removed. And if they have the legal right to delete these points then they should at least have the balls to send it by registered mail.
Aeroplan recently significantly raised the miles required for many reward flights. And this was widely publicized and criticized. Another change that hasn't been as noticed is that now when you try to book a reward flight at the Classic (lowest number of miles) level, you are given few options and these are all at the worst times (late at night or very early in the morning) and involve either very long layover or a very short connection time. Yet if you scroll down, you will see many, many seats available on direct flights or on flights at sane times of the day and that do not involve long layovers or short connection times. Clearly, Aeroplan is now more than ever trying everything to discourage the non-business traveller and to cater to the high-spending elites. Aeroplan now really sucks and I will be switching as soon as I use up my accrued miles, if I can find Classic flights before they expire or Aeroplan tries to take them away and make me pay through the nose to get them back. They've become too convinced of their own success and will lose many customers with this new alienating strategy to please the shareholders and forget about the customers.
Not sure if anyone has gone to see the new Aeroplan booking site for reward travel, but it is the worst website I have ever seen! Even their technical assistants couldn't help! I sent the letter below to the President of Groupe Aeroplan and President of Aeroplan Canada. Has anyone experienced the same issues?
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I am an Elite Aeroplan Member and have just been onto the new Aeroplan travel booking website. I called your Aerooplan technical support team for assistance to no avail and also tried to file a complaint and unfortunately no one there seemed to be able to help. Therefore, I thought I would try to write you directly so you hear what your customers think about your new product. While I applaud your desire to update the website and I trust the intent was to improve the customer experience, I wanted to express how frustrated I am with your new design.
The functionality of this website is EXTREMELY unuser-friendly. I am surprised and disappointed to see that while trying to filter results, there is no way to filter combination of flight segments which equal "Best Value" tickets. If this is some way to prevent customers from booking the best value point rewards, then that is a strategy that will lose your best customers in the long run.
Secondly, in my frustration, I finally called Aeroplan to help me find the flights that were Best Value and there was a $30 booking fee to book through an agent. The fee is unfair if the alternative is to spend my valuable time trying to decipher your website to book a ticket. As you should be able to tell from your records, I have booked several Aeroplan tickets online with no issues in the past and this is the first website version that I haven't been able to figure out.
Thirdly, the agent who commiserated with me on the terrible new website design did in fact provide flight segments which were best value. When I punched this same information into the Aeroplan site just to test it out, it came out as 25000 points instead of 15000 points.
My career is also in website design to enhance the consumer experience. I would like to reiterate that your new website is the worst example of improving a customer experience that I have seen in a long time. I would suggest that you revert back to the former version or better yet the version that was 2 versions ago as that was the most functional website that Aeroplan has had.
Seems that the program has become very difficult to use. Years ago I managed to travel with the family in business class from canada to Australia without much trouble. Now it is almost impossible to even get one seat in business class, and then only for a small portion of the flight. The taxes on some trips are almost half of paid ticket often, so need to compare routing as can be hundreds difference for same trip but different routing. After decades of only using aeroplan, I am looking at switching. I hope they listen to all the complaints and fix the issues.
If you want to sign up for this class action suite you can do so online at:
http://www.merchantlaw.com/classactions/aeroplan.php
These thieves must be stopped. I lost 40, 000 points today, and only noticed when expecting to book a trip to Mexico for a family wedding, after years of saving points through business travel. Down with Areoplan! I will actively post everyone so you can all get involved also.
I remember when my points expire.. is it that hard? I guess it's always someone else's fault.
areoplan is simply erasing everybodys points and trying to cheat us out of what we have already paid for.
Guys, I totally agree with you! Air canada is one of the worst company I've traveled with, esp in terms of dealing with mileage expiration.
My wife lost about 50K mileages without being informed properly. Aeroplan said they sent an email. can you believe it?
This is really rediculous! We should do something together.
lost shipments
We ordered two Olympic coins on October 30 and it is Feb 10th and one coin is still not received. One coin was received in January. We have called 4 times to no avail. Now they tell us it was shipped December 29th, however after pushing they changed the ship date to January 19th and indicate that we have to wait 6 more weeks to see if the shipment shows up. In further investigation we found out that the order was not placed by Maritz (Aeroplan provider) till December 14th a full six weeks to place an order. It is unbelievable how terrible Aeroplan performs and how bad their provider Maritz is.
The complaint has been investigated and resolved to the customer’s satisfaction.
How many places has Air Canada outsourced their Aeroplan points delivery to? Carlson Marketing are the people who deal with gift cards, and they haven't sent me the gift cards I ordered 7 months ago, in spite of emails, investigation forms completed, phone calls, and "please be patient". There is no complaints area or contact us to complain or for real customer service system, or any forum for Aeroplan members on the Aeroplan website whatsoever. It is impenetrable and a scam.
People are fed up with not being able to use their points for flights, especially direct flights, and the changes in the aeroplan system, but that doesn't mean that the points can be used for activities or merchandise: I have spent 7 months trying to do so and my time has been wasted, and none of the orders I placed 7 months ago for cards was ever shipped or received.
Hi there,
My name is Kristin and I am a senior member of Aeroplan's Customer Service Support. I received an alert about your comment here and I'd like to apologize for the experience you have had. I'd also like to help resolve this for you, by tracking down the coin. In order to do so, I'll need your preferred contact information (name, phone and/or email). I will be more than happy to discuss this with you, on this forum and/or via personal communication. I can be reached at the following email address:
aeroplancustomerservice@maritz.com
Thank you, and again my sincere apologies for your unfortunate experience. I look forward to hearing from you and resolving as soon as possible.
Regards,
Kristin Barnard
Customer Care Supervisor, Aeroplan
lost airmiles
We lost over 80, 000 air miles. To top it, we had a qualifying transaction within the year but Air Canada / Aeroplan did not see it. So they reset the account. I have sent several reminders for the transaction but they will not acknowlAedge. They just keep saying at the call centre that they have no record. But at the same time they say it is easy to get the air miles back by buying it for around $1, 000 plus taxes and transaction fees.
Sounds like pinching loyal customers for quick money knowing there is no alternative in Canada and that most US airlines are partnered up with Air Canada in the Star alliance.
Air Canada sucks. Aeroplan sucks.
The complaint has been investigated and resolved to the customer’s satisfaction.
Totally! I got pinched as well.
AGREE with Fellow poster. This is an international problem. You are not alone!
If you want to sign up for this class action suite you can do so online at:
http://www.merchantlaw.com/classactions/aeroplan.php
These thieves must be stopped. I lost 40, 000 points today, and only noticed when expecting to book a trip to Mexico for a family wedding, after years of saving points through business travel. Down with Areoplan! I will actively post everyone so you can all get involved also.
To my fellow victims, please join us.
Here is the link to join the class action lawsuit:
http://www.merchantlaw.com/aeroplan.html
seized points
We discovered last week that almost 100, 000 point accumulated from travel on Air Canada as a loyal passenger over 15 years have been seized from my account. There was no snail-post advising us about this nor do I recall any email.
During the last three we have been totally uprooted from our home because of a major fire. Now that we are back, it comes as a rude shock to find out that we do not have the Aeroplan miles to get a much needed break.
Aeoroplan says we can buy back our points but it would cost over $1100. This is totally unethical and adds insult to injury. Oother loyalty plans such with Delta and NorthWest keep us fully apprised of any changes to their plans. Why not Aeroplan !?
The complaint has been investigated and resolved to the customer’s satisfaction.
I just lost 140, 000 points as I was 10 days late to claim a reward.
Aeroplan was given money by hotels, car rental companies airlines etc to provide points to loyal customers, NOT to steal from them !
I would like to know if there is a class action being organised?
mystery taxes & fees
I was considering a trip from Toronto to Philadelphia using my Aeroplan points and I was astonished to find my free flight would cost and additional $173.84 in taxes and surcharges. Had I booked a cash-fare flight the same taxes and surcharges would be only $121.07. I phoned Aeroplan and gave up after 15 minutes when I could not get a human to answer my call.
Flying Air Canada is bad enough. Now I am fed up with Aeroplan too. Once I finish using my points it is game over. I'll just book online and pay the going fare using a travel search engine. Better still, I won't be paying that $120 annual credit card fee to CIBC for a rip-off service on an airline that is pure crap.
The complaint has been investigated and resolved to the customer’s satisfaction.
You pay them$120 a year! you poor sucker! let me see, you've been a member of Aeroplan since 2008. Thats $120 x 8 years, that's $960.
All for the privilege of paying Aeroplan $174 PLUS POINTS, for a ticket you could purchase for $120 and NO POINTS!
You just got ripped off of $1010.00!
Stop throwing away your $120 a year people, it's just a sophisticated scam.
redemption of points
Tried to order a Delta coupon for a stay that I had planned (2 weeks ahead of time) Was told that they don't have the voucher system any more (I get junk mail from Aeroplan every day - but never informed about this change)
Booked my stay and then tried to order the gift card on line - but the disclaimer said the card would take 4-6 weeks to arrive. Tried calling customer service and someone finally answered after holdig for 20 minutes? and the line dropped and went dead - called back and someone finally answered - I asked about ordering the gift card and was told I could only do so on line. I aksed about expiditing the delivery of the card and was told that was no longer something that aeroplan offered (AGIAN - I get junk mail from Aeroplan every day - but never informed about this change)
So my options were - order a card and reduce my points for a card that I may not get in time - that will expire in 12 months that I may not use before it expires (assuming I get the card at all) and in the end loose 12500 points and get absolutely no value at all. I opted to pay for my stay at the hotel with cash and save my points for flights. Hopefully the rules won't be so screwed up by the time I'm ready to book my next flight.
I also lost all my Aeroplan points, with no notification whatsoever. No email, nothing by regular mail, just *poof* gone!
Sign me up for the Class Action Suit!
lost points
Tonight, I went to cash in Aeroplan miles for a Christmas gift only to discover the points had been deleted because it had been a year (Oct 21, 2007) since the last activity. Their supervisor told me an e-mail was sent but I ne ver saw it and went throught the spam without success. AT the very least a canada poost letter should eb sent.
What a micky mouse program & organization. I will withhold my custom from Home Hardware and Air Canada in future. I will also let them know the reason. This is outright robbery!
Totally agree - exact same thing happened to me - lost 120, 000 pts. They claim they sent emails notifying me of my points "expiry"- I never received any such emails. Of course, Aeroplan can't send out notices of points "expiry" through regular post, but they can mail out invitations to get a CIBC Aeroplan Visa card every 2 months. My air miles and credit card miles that I also collect don't "expire".
I have zero respect for Aeroplan as an organization, how they remain in business is a mystery to me. I would be happy to join any Class Action Suit against these corporate clowns.
stolen points
I have just discovered that, like a lot of people on here, I have had my Aeroplan points seized -- 130, 000 points.
A lawyer friend of mine who like myself doesn't mind tilting at windmills are going to put together a class action lawsuit. We are looking at unjust enrichment as a start and have some other creative ideas. He is smart (won a case last year before the Supreme Court) but not in bed with big business.
I am putting together a foundation to fund this and other injustices and need as many people to come forward as we can to be additional plaintiffs in this case. What Aeroplan did is unconscionable and we need to bring them to account for it.
I look forward to hearing from you.
Best regards,
Gordon Harvey
Toronto, Canada
[protected]@pactumcapital. com
I was also robbed of 36000 miles from aeroplan in feb this year.
I did not recieve any e-mail or letter from them,
i am really disgusted at them, and would like the miles back.
deleted points without notification
I just found out, whilst checking my Aeroplan account after depositing points earned via another promotion, that Aeroplan deletes over 49, 000 points without notification. When I called up to enquire as to where my points had gone to, I was met with rudeness, veiled with indifference.
They clearly had record of my points in their system (which I had been accumulating since 1999) but were unwilling to return them to my account, claiming that I was sent a letter regarding my account. When I informed them that no such letter was sent (nor were there any emails) their only response was the insistence that, according to their records (which were erroneous) a letter was sent as a supposed courtesy to customers, . However, if the letter was not received then the onus was still on the customer to be aware of any changes to Aeroplan policy and that Aeroplan was within their rights to chance policy at any given time. So, what does that imply? Are we (customers) supposed to be mind readers or do we have to contact Aeroplan on a frequent basis to see if they have changed the rules on us again?
For the record, I have had the same mailing address and email since joining Aeroplan and am quite sure that no letter or email every arrived from Aeroplan regarding this issue. Had I received notification or had any inkling that my semi-precious Aeroplan points were in peril, I certainly would have done something to safeguard nearly 50, 000 points that I had earned through this mockery of a customer loyalty rewards programme.
What's next? Maybe a week to use your points or they expire and a clause that says they can take your house if you don't use the account for a year. who cares what kind of policy changes they make and who reads the fine point and memorizes them. Point blank "SEND OUT A DIRECT LETTER STATING YOU ARE TAKING BACK POINTS BY SUCH DATE UNLESS REDEEMED OR ACCOUNT USED!". This is a no brainer to anyone except aeroplan.
miles removed and account closed!
Just found out that my account is closed and my miles are gone. I did receive a letter in the mail on the 10th of May 2007. I interpreted the letter as having 12 months starting on the 1st of July 2007 to record activity in the account and retain my mileage. The Aeroplan guy did agree with me that the letter was confusing and could have stated more directly.
In turns out that what they meant to say in the letter (dated 10th of May 2007) is "you have until 1st of July 2007 to record activity or else your account will be close and mileage gone."
Now that would have been clear. Let me k now of any class action lawsuit. I'll gladly join.
my miles were deleted
I lost over 30, 000 miles without proper notice..I called today and the woman told me that the only thing she could do it offer me a chance to buy them back for 1cent per mile...plus tax.. Yah right! They are going to take all my miles which i paid for, and ask me to buy them back...thats pretty funny.
To get satisfaction from this cheapo company called Aeroplan one must take them to Small Claims Court in the Province of your residence. Taking away points without notification by registered mail is tantamount to thievery. When they say that an e-mail has been sent informing one of the impending take away of points, the onus is on them to prove that the email was in fact received. The internet as yet is not perfect and many emails do go astray. Good Luck!
Aeroplan is a cheapo and semi crooked entity formed to squeeze out every penny out of trusting and unwary people. To take away points without a letter by mail or other solid notification is fraudulent. 8700 points were remove from my account. If I want them back I have to pay thsoe creeps 30 dollars per hundred points. I will cancel my credit cards that have aeroplan points associated with them. If these creeps lived in China they would be quickly diospatched. S Allworth
points cancellation!
I have been collecting Aeroplan points for some time now and held some 225,000 points... I was booking a trip in December 2007 only to find that in the summer Aeroplan had canceled all my points for lack of use in a 12 month period. They said that was sent an email informing me that unless I used some of them (for example $25 worth of gas) that I would loose them... what a joke!
I checked and my internet service provider was marking all the incoming Aeroplan emails as JUNK... so I am out thousands of dollars in travel benefits... the Canadian Government needs to step in and deal with this.
I AM IN THE SAME POSITION MY POINTS WERE CANCELLED
ARE YOU POSSIBLY INTERESTED IN A CLASSA ACTION LAWSUIT
expired aeroplan miles without proper notice!
Here is a copy of a letter I sent to Aeroplan earlier this week.
Rupert Duchesne
President & Chief Executive Officer
Aeroplan
Dear Mr. Duchesne, I have been a loyal Aeroplan miles collector since 1996. To date I have collected over 57000 airmiles in the hope of one day taking my family to Disneyworld. I figured I would wait until I had enough aeroplan miles and then surprise my wife and two children with the trip as a gift. Last week I went to check to see if I had enough aeroplan miles and was informed that they had all been revoked.
Since I had not received any hard copy letters from Aeroplan, I had not heard of any new policy changes from your company. Yes I did get several emails from Aeroplan over the past year but since they were generic form letters and junk mail, they ended up in my junk mail folder and so I didn't get them (by the way, I get over 1500 junk mail letters every month and cannot read them). In fact, looking over my junk mail now, I can see that I was notified that my miles were to expire in October of 2007. If I had been made aware of your policy changes, I would have most certainly kept my account active. Without any hard copy letters sent to me, I never did get notification of my impending losses. In fact, I had lost about 22000 of the 57000 aeroplan miles one year earlier and wasn't even notified about that. That's a bit bit of an oversight, wouldn't you agree?
I feel that all twelve years of my savings have been taken away from me because of some internal Aeroplan policy change of which I wasn't made aware of. It's as if the bank which holds my savings came up with a similar policy that untouched accounts over one year would revert the savings away from the client back to the bank. It's absurd, I know, but it's similar to you taking my aeroplan miles away from me. I understand that you have had hundreds of complaints about this, and would add that my discussions with one of your client representatives (Valaria in Vancouver @ [protected]) was not very helpful. Unfortunately Valaria would only give me her first name.
I understand that your company had changed the contract under which aeroplan miles were to be administered but unfortunately, your form letters did not get through. If I may, I would like to suggest that any significant policy changes that impact your clients in such a dramatic way should at least warrant a hard copy letter to all participants. I am writing this email in the hope of getting all my aeroplan miles reinstated with no costs to me, now that I am aware of your new rules. If there was more care in contacting me regarding my impending losses, I would assume the loss myself, but since, as I have already stated, your form letters simply aren't personal enough to be considered anything more than just junk mail.
The complaint has been investigated and resolved to the customer’s satisfaction.
Lost my 160, 443 Miles.
Even the hotel chains will usually reactivate the points as a good gesture, and appreciated.
Seems that this should be illegal since gift cards cannot expire anymore.
Add me to your list.
Lost over 70, 000 miles and did not see any email warning of the impending loss.
Customer service tried to convince me to buy back my points, not even maybe was I going to give them more money.
I lost my points as well after many years of earning points flying with Air Canada. Unfortunately, I was punished because I didn't choose to shop with their other partners. They hide behind their policy and one weak e-mail to let you know that you need to play their game or they get a free pass to take your hard-earned points.
Has anyone ever gotten their airmiles back..Just lost mine..expired 10 days ago...they said they sent me a letter 4 mths ago..I didn't get it...you should have to sign for the letter so they know you recieved it..and send an email...so they know it was read...what a scam
Dear officer
We called Phone [protected] today 11/30/2015 at 7.10 AM EST and talked to Aeroplan staff and then Supervisor Ms. Marlen(Ph [protected]) and discussed in details what happened . She did confirm that Aeroplan Staff didn’t warn/tell us about expiry of miles when we called on October 11 2015 and November 6 2015. She assured that your department will reinstate it and advised us to send you this email.
Here is the brief of our account and communications
First we called Aeroplan on October 11 2015 to look for three business class return flight from LAX to DEL on December 24 2015 and return on January 10 2016 Aeroplan Staff could not find any availability for these dates and didn’t even tell/warn us about expiry of Miles
We again called on November 6 2015 to make changes in booking . Same time we asked Aeroplan staff to book for us under three business class return flight from LAX to DEL on December 24 2015 and return on January 10 2016 with no success This time again Aeroplan staff didn’t tell us about soon expiry .
You can check both of our accounts that we are long term loyal customers for Aeroplan Air Canada and transferring points or transactions is not at any issue for us if we were notified on time
We didn’t get any email too about expiry earlier which Aeroplan officer did send it today for our records
Hence we request you to reinstate our 1204000 Miles to our accounts so that we can make booking since Aeroplan Supervisor did confirm about mistake too that we were not notified during both of our calls
I my mileage has also been cancelled because I have received Aeroplan notice which was sent by standard air mail. It obviously got lost therefore I didn't realise the mileage being expiry soon.
Now I want to raise my complaint to the Aeroplan, no one in his Service Center could divert my email nor to tell me to whom shall I address.
I would like to know any one can tell me what's my next move to raise my complaint?
Let's fight these AEROPLAN thieves and get our miles back plus compensation.
I was robbed by Aeroplan and lost 410, 000 miles. What a theif!
To everyone who posted on this topic, there is a class-action lawsuit filed by Owen Falquero of MERCHANT LAW LLP against Aeroplan in Montreal district court. I have registered on Merchant Law's website (www.merchantlaw.com) to receive information about this lawsuit. I'm keeping my fingers crossed it is still active as I lost 300, 000 pts for not being active in the last 12 months.
Did anything ever become of this?
reward points
Jan 3, 2008
I was checking my account today to redeem aeroplan points, only to discover that my account was wiped clean of 127,383 points. Apparently, my account was inactive and a gap of 2 1/2 months before I resumed use of it. Because of this time frame, Aeroplan wiped away 127,383 miles/points. They did say that I could buy them back at 1 cent per mile ($1273.83). This would mean I would buy back what I had already spent money on.
If I had known about the dormancy policy, I would have cashed in for some gift certificates ar a trip for two.
Are there any lawyers willing to fight for the little guy ?
Frustrated:
Joe Tavares
I know how you feel. I was just advised that I had lost 44, 000 points as well. My computer crashed and they said an e-mail was sent to advise inactivity. Well I did not get the e-mail. If I want to buy back it will cost me $409.00. After paying for the damm points I have to pay again. There should be some sort of action that can be taken. How about everyone getting together and start an action lawsuit? any lawyer out there interested.
Yes, I know how Aeroplan works as well. I had moved twice during two yrs. Had my emails wiped out a couple of times. When i finally got around to Booking a holiday I was informed that They had taken over 100,000 away from me as well. I dont know what to say about a business who could do that.
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I guess it's always good service until something goes wrong. Then you really understand how exceptional (or lack there of) the service really is. Sad I have been a customer for so long. Their slogan. "Aeroplan, losing one customer at a time."
WILL NEVER USE AEROPLAN AGAIN! If there were awards for worst web site design and slowest response, awful contact centre service, criminal points redemption algorythms - (up to 6 times the points requirements betweeen classic and classic plus rewards for the same class and level of service ) Aeroplan would be the clear winner in all categories.
I have had similar experiences. I no longer fly Air Canada, there are better airlines and reward programs. It is interesting too how Air Canada has closed down all Customer Service areas for input and contact. You can certainly do several loops on the Aeroplan website without actually finding a way to make a complaint. I have asked Air Canada and Aeroplan for the details of their complaint processes, that I want to make a complaint, and they do not reply. They are impossible to deal with effectively, they have mastered the art of flushing and blocking the customer, oh, and ripping customers off without being answerable to any oversight or regulation.