Aeroplan Travel Services
Reviews and Complaints

my reward booking needs change or cancel because of covid today jan 7 2022
now the crooks want me to pay $172 cancellation fee on their website.
there is no option for change on their website they say to call customer service, i call 2 hrs on hold then call is ended . tried this a few times...
if they would extend free cancellation, i would just cancel and rebook online
i would not be so frustrated, this is poor customer experience.
During covid and now with this new variant you think this company would let free cancellations, things are changing very fast in peoples lives.

Aeroplan Booking # 2E9CGJ
Booked a travel reward Oct 13/21 for Dec 23 travel - YXU-YYZ-YVR-YCG returning Jan 15. 100, 000pts+.
After flight booked and accepted, I received a change notice email
Oct 13/21saying my YYZ-YVR flight was changed to a 8:00 departure from 7:15, arriving in YVR at 9:58. When I went online to acknowledge the change, as instructed, there was a notice that my YVR - YCG flight number had also changed from 8520 to 8518 with a new departure time of 9:15 instead of the original 10:35. This connection was incompatible with my incoming flight arrival of 9:58. I was instructed to call customer service. At this time and for a couple of days after, I tried to call the customer service [protected] but was told by the automated system that due to volume they could not take my call. I finally reached out to AC Reservation customer service who told me that my original YCG flight 8520 was cancelled and I could receive no credit because it was a connecting flight. I was told that I could just wait and see if the flight was added back into the schedule. In the mean time, I arranged for a Pacific Coastal flight to Trail as a replacement at a cost of $600 (2). On Nov 25 I received another change notice that my return flight 8517 from YCG - YVR was changed from Jan 15 at 11:14 to Jan 14 at 12:26 and that I would have a 23hr 34min layover before my YVR - YYZ flight 184 which was now leaving at 12:00 instead of the original 12:30 scheduled departure. Again I have tried to call Aeroplan customer service but they would not put me on hold and ended the call. I called A/C customer service and they refused my request for help insisting that they transfer me to Aeroplan, who refused to take the call (automated). On the second call to A/C customer service who again refused to help, I was again transferred to Aeroplan. This time I was put on hold and gave up after an hour.
I have little alternative but to cancel my booking which is the only thing the online system will allow me to do other than accept the latest changes. My trip to spend Christmas with family appears in jeopardy and I am more than a little disappointed in my choice of a Travel Rewards program and airline.

Peter Southerst
[protected]
[protected]@post.com

Bait and Switch marketing by Mark Nasr using the bait, Switch health Covid 19 RT-LAMP product.
When you click on the BUY NOW, they Switch the product offered using 2 substitutes that look very similar.
I lost 26, 000 points. I want them returned to my plan #[protected].
This was a advertised and sent out by Air Canada communications Friday October 29, 2021, using the subject line:
Best range of travel testing options with Air Canada & Switch Health

This week I booked a flight to Spain for my husband and myself, on Monday October 25th. Our flights were 184, 000 points, I took 2 screenshots just before pressing book, one sscreenshot of the points and taxes required, the other screenshot of the flights themselves. I received a booking number, but did not receive my flight details via email immediately as I usually do.
I called the Aeroplan call centre, was on hold for 30 minutes. The contact agent informend me they were having computer glitches with the credit card processing system, so she had to manually input the credit card number. She also acknowledged my booking number and cost of aeroplan points (184, 000) at the beginning of my call. When she did process my credit card manually, the number of points jumped to 195, 000 aeroplan points. She then said there was nothing she could do about this.
I called later in the morning to complain again, as I had screenshots of my booking. They offered to cancel my whole booking, and rebook, but that is not the solution. Because of the new dynamic pricing which Aeroplan has put in place, my flight would now cost 220, 000 point. I feel that I have been robbed of 11, 000 points because they had computer glitches, and want my points reurned to my account.
I charge approximately $1, 000.00 dollars a month on my credit card, so that 11, 000 aeroplan points took me 11 months to accumulate. This, in combination with the devaluation of the aeroplan points, results in it taking a very long time to have enough points sto take a trip.
Please return my points!

Aeroplan Travel Services — unable to get through on phone to aeroplan to reschedule flight or get a refund for my miles.
I had booked an Air Canada flight from Toronto to Washington DC for a premium economy using my aeroplan points for two people via the aeroplan website. On the way back to Toronto I did not get my COVID result back in time and Air Canada did not let me board my flight. I was told at the airport that since I used the aeroplan points, that I would need to contact aeroplan to reschedule my flight.
I was left stranded at the Washington DC airport and the entire day I kept on trying to contact Aeroplan toll free number to reach my flight and I could not get through. I have called literally hundreds of times over the last 3 days and only to be informed that due to high call volume they are unable to prioritise my call or put me on hold and the phone disconnects. I have called every 3 - 5 minutes. I have attempted to dial numerous prompts but to no avail. I have waited on hold for almost 2 hours several times and still have not been successful. This is ridiculous….I had to purchase a new one way flight back home. I have lost money and my points and have not gotten a response from them. What is Aeroplan doing making themselves inaccessible to it's members? There is no way to contact them by email either and I cannot even reach an agent online on aeroplan's website as the message appears that they are having difficulty locating an agent. Air Canada should be ensuring customers get better service through Aeroplan.

I booked four tickets to South Korea this June.
But We cancelled them because of the pandemics.
When I cancelled, Air Canada suggested +65% bonus.
My total cost was $4972.
After cancellation, I got 263000 miles from Aeroplan.
At this time, I knew about Aeroplan for the first time and I was so happy to hear that 65% bonus more was given to me.

Recently, however, I was surprised to learn the surprising fact when I tried to book the tickets again.
In order to go to South Korea, at least 75, 000 miles per person is required and an additional $400 in taxes or 56, 000 miles is required. That means there should be 130000 miles per person in total.
I bought tickets for 4 people at first, but I got only enough for 2.
I don't know how to take this in.
I'd like to know if I got 263000 miles for $4972+65% bonus or if I haven't received 65% bonus yet.
If yes, I was scammed by your advertisement and I'm surprised I didn't get an introduction to Tax, which is $400 extra when I bought the ticket as an aerosplan.
I just can't accept this situation and I want a refund or I want the miles for 4 people.

I purchased 2 aeroplan tickets under the "get 50% back" promotion that was ending July 1st 2020.

I live in Western Canada, and purchased the tickets in the evening of July 1st. At the time of purchase, the promotion was still being advertised on the aeroplan website.

Now I find out that I am being excluded from the promotion because the promotion ended at 5:59pm MST, and I purchased the tickets after this cutoff (yet still on July 1st).

This is extremely misleading advertisement.

Trying to contact Aeroplan Center to get a booking refernce for our reward booking. We made several calls and lame excusss message of aerpolan contact director cuts the phone off. It appears the corna verus booking of some 30 million canadians was done through the aeroplan center. Rubish excuss as I had no difficulty to speak with the other airlines servicing Canada.

We have been trying to contact Aeroplan regarding some required updates to a reward file that needs to be completed. Air Canada tells us that because the flight is a reward with Aeroplan, they can not update this file and we have to contact Aeroplan and get them to update the file. We have called literally hundreds of times over the last 3 days and only receive a fast busy signal. We called every 3 - 5 minutes. What is Aeroplan doing making themselves inaccessible to it's members? There is no way to contact them by email either. Air Canada should be ensuring customers get better service through Aeroplan.

Hello
I've called Aeroplan repeatedly, and I have never had the opportunity to speak with a human. Today I was on hold and a voice came on and said "Due to technical difficulties we can not take your call" I believe this has now happened to me 5 times. I have an AMEX Platinum Aeroplan. With this card comes an annual companion ticket which I've been trying to book since November. I can't do it online. I'm told it must be done on the phone. Any help would be much appreciated.

My name is Phil Gellis,
Last year in 2019 500, 000 miles were disqualified incorrectly as there was activity on the account during the year. I have gone online several times to resolve this matter and to indicate that 1 flight was omitted.
In this case it is United Airlines dated 5/17/19 Air Can 0011 YUL- PVG ticket # [protected].
Air Canada miles should be kept active, please reinstate miles deleted substantiate that was not double claimed.
I have enclosed a letter from United Airlines supporting my claim.
I may be reached at [protected].

Thank you

Booked a fight using my aeroplan points on Dec 30, 2019 and today (Jan 12, 2020 needed to change the flight next week as my associates I was flying into see changed the appointment by 1 day
Called into aeroplan, went into holding pattern waiting for the next avalable agent, apparently and finally hung up after 1 hour and 55 minutes.
Air Canada has destroyed Aeroplan and unless your an Elite class flyer they do not care about you as a customer, just ask their Air Canada personnel next time your at the airport.

On December 26 2019 I booked at hotel during Aeroplan's boxing week promotion. The hotel I booked was Hotel WBF Nambaebisu for the period of Wed. April 15 2020 to Sun. April 19 2020 at a redemption cost of 45, 600 for a King Room, Non-smoking, and included the Breakfast buffet. This booking met the promotional qualifications.

Upon booking the miles were removed from my account, and I had confirmation the room had been booked - it was confirmed in "my account"> "manage my bookings". The booking appeared with a booking date of Dec 26 2019, the dates and hotel was shown, a booking/confirmation was provided and the status was shown as booked.

On December 31st (5 days later), I received and email stating my booking was being cancelled. I called in immediately and I was told there was a communication issue with your website and the hotels website, and as a result the booking was being cancelled. I asked if the rewards points redeemed could be returned ASAP so I can rebook and I was told that due to your batch processes, the earliest they could be returned would be the next day, Jan 1 2020. By this time the promotion would be over so I asked to escalate this issue.

I called in today and spoke to a manager by the name of Gary (Aeroplan travel supervisor). Gary mentioned that they would not honour the price, nor would they credit me with the difference in points so that I book the hotel at the new redemption price. The new redemption price for the same room is now 60, 750 (as of Jan 1). I am requesting that either the initial redemption price is honoured 45, 600 for the same room and features, or the difference in points is credited to me (60, 750-45600 = 15, 150).

Since this issue was a result of Aeroplan's website and it's web-service interface, as well as a result of a failure in Aeroplan's internal processes and practices (not notifying the customer sooner, and not crediting the points sooner so I could take advantage of the boxing week sale), I am confident that Aeroplan will acknowledge their responsibility it this matter, and take ownership by honouring the promotional price so that this does not need to be escalated any further.

I can be reached at [protected] or [protected]@gmail.com

Regards
Karim

On 25th November I had a business trip to US and Canada. I was booked on Air Canada. Problems started when I tried to check in online but was unable to. I later found out this was because Air Canada had updated their reservations system changing ALL the booking references which meant online was unavailable to me. Poor. When I checked in at Heathrow I asked the Air Canada Assistant if there was a frequent flyer program. He told me he didn't know but I should ask when I got to Toronto. I duly asked when I got to Toronto and was advise that I should join Aeroplan but when I stood at the desk and attempted to do this I had multiple failures as the system did not accept that I did not have a house number. The ladies at the desk told me to ring customer services when I arrived at my destination and assured me that I could back date my mileage. It took me 2 days to get a membership again I was told because of the system disruption. 6 weeks after flying I have received no points for my flights. I have just tried to claim for missing miles and I firstly got an error message saying that I could not claim miles for flights on 25th November as I wasn't a member of Aeroplan! As a reminder this is not what I was told at the desk in Toronto but also I could n't join in Heathrow as your handler knew nothing about the program and I couldn't join on the day due to your system upgrade issues.
I tried to claim for the 2 further flights I took after joining (whilst on my 4 day trip) but again I got an error message. This time in desperation I attempted to ring your helpdesk but it is answered by an automated system asking me for details from my profile eg house number, last 7 digits of my phone number etc. When I put these into the system it states that this does not reconcile with the information on my account profile. I have tried 6 times, I have checked the information on my profile and all is correct. Is this some scam to avoid taking any calls from customers?
This is totally unacceptable. I am a member of many frequent flier programs but this is truly the worst I have ever attempted to be part of. It is wholly unfair that I have taken multiple flights over a short period and I am unable to claim. Please advise how I can proceed.
My Aeroplan number is [protected]. I flew from Heathrow to Cincinnati via Toronto on 25th November. My ticket number was [protected].
Please fix your system it is rubbish.
I wait to hear.

I went through a long process of trying to change the email and password of my card even though this was accepted and I received an email confirming my new password I was in locked out of my card i've spent many hours on the phone trying to get to talk to somebody about redeeming my card before points expiring I even went as far as trying to donate points to keep it going but to no Vale do I get any response So I would now like to please get some response to get my card reactivated and my points returned even though they have expired now due to lack of being able to contact the aeroplan contact centre and I would like to also have the use of my card back please
[protected]

I have been calling Areoplan for weeks, and not able to get through. The recording always said "we are sorry due to unexpected high call volume, we are unable to take your call, please call back another time. But, I been trying to call for more than a week and still receive the same message. You have no way to write and no where to complaint? What is this? Areoplan only response and pick up phone calls from their diamond member? Do you think this is acceptable?

I purchased an air ticket with Air Canada before my miles expired. However, not good enough, you must fly with Areoplan miles then call them to reinstate your expired miles. However, if you are not diamond member, they do not answer your phone and you have no way to reinstate online?

This is really crazy?

I am extremely disappointed about my expired points.

I was trying to book hotel last week and not available so I tried again 2 days after then your system did not work so I called the customer service they advice to try later.Each time I called always says its busy called later never get a chance to get hold of your customer service,
then two three day I could not do anything because I was so sick . Today I tried to do my booking i see my points expired . When I called no one inform no confirmation regarding points expiry. we are seniors customer service rep should explain to me. Kindly add my expired points to my account . Points expired Nov 15, 2019 EXPIRED MILEAGE DEDUCTION -47, 668, , Please Add My expired Miles 47, 668 Miles. Thank you
Mrs Apsara Fernando.

Booking reference n8r2dx

I hope you might be able to help us, we are in 80's and on wheel chair

I booked our flight on november 21, got conformation but with no ticket#
Aeroplan has issued ticket yet.
I have called aeroplan # [protected] times
[protected] times
But unable to get an agent to talk. Their telephoe system ask for aeroplan# and pin number. After the recording says we are currently very busy if you want to talk to agent please call again. Very frustrating.

Please help us and get the tickets issued. We have to go home

Thanks... Krishan mehta [protected] [protected]@hotmai.com

Hi,
I called Aeroplan for some clarification of missing air miles. The gentleman on the phone was not friendly at all. But that is not even my concern, I asked to put in my missing miles from last November to which he replied that it was not possible since the policy was for 11 months ( I may have missed that because I remember it being one year). Anywho, I asked for a written/email copy of that statement for which I was on hold for over an hour! I am attaching a picture of the call which I am still on. It is ridiculous that an agent is unable to find a statement that he believes whole heartedly to be true or he was messing with me. I understand your calls are recorded and I urge you to go look into the call made on November 13th around 10:20 Egypt time.

I booked business class flight from Madrid to Miami on Aeroplan points and was awarded a flight via Zurich. 3 days before departure, I received an email informing me that we were rerouted via Frankfurt AND Montreal! Instead of a reasonable 14 hour trip, we were in for an 18 hour marathon. Multiple calls to Aeroplan resulted in call wait purgatory. A direct call to Air Canada sent me back to the same call waiting hell.

Air Canada and Aeroplan need to take better care of their customers.