Aeroplan Travel Services
Reviews and Complaints

I have taken AV 626 3 times in the last 5 months, and I do not get credit for the flight. My flights are YYZ-SAL-MGA and return on MGA-SAL-YYZ. I get points for all the flights except the SAL-YYZ one, and when I submit the boarding pass to Aeroplan, they tell me I am not on the flight. This can't be true. Can you guys fix the f'in problem, or I will have to report this to the Ministry of Transportation in Canada. Air Canada and anything associated with it is turning into a total scam.

We have been trying to contact Aeroplan for a week now - daily - several times a day!
We have been unable to talk to a customer care rep, keep getting the message that "we are experiencing higher than normal call volumes - please try your call again later". We have gone to the help center, we cannot reset our password because the system has "temporarily locked out our account" - temporarily for a week! There is no possible way we can contact and speak to anyone or make our changes ourselves! This is getting VERY frustrating! If it's that busy maybe you should hire more people !
We are very tech savvy - we have no trouble making our own changes, but the website and the contact number has virtually made it impossible!

It is very very frustrating to never have my calls answered. My colleagues who have 100K status have their calls answered straight away. I need to speak with someone who can assist me with some questions I have about my areoplan. I call in, provide my number, no matter what time of day and its always the same response. Higher than average call volume, which by the way no one believes. We have been loyal WestJet customers over the years but have recently changed to Air Canada based on the excellent reviews our friends and colleagues have given AC. While the attendants on the flight are excellent, customer service on the ground is zero!
We quickly found out customer service is not the case for all members. I am missing 53K miles which apparently I booked a flight for. Also just travelled from Kelowna to Tokyo and back from Hong Kong. Business class and I receive NO air miles! I could have flown with another airline for less! I WHY, ask for my areoplan numbers when I booked the flights IF they we were not able to collect miles. In the upcoming years we have many over seas travels planned( 1 or 2 a year ) which we had planned using AC for. Now, unless I hear back from a friendly person we will change our loyalty to another airline as there are many out there.
I am not expecting a prompt reply, but I am expecting a reply to the questions above.
My areoplan number is [protected] Virginia Palma
My husbands is [protected] Peter Palma
If there was a goverment agency I could report the lack of Customer service too, I will. Its just difficult to find a contact for one.
I hope it does not come to this!

18 months ago my husband suffered a traumatic brain injury in a car accident. After 30 years constantly flying, collecting and using Aeroplan points when they came into play, he's been unable to travel or use his computer for said purposes. Today we learn Aeroplan not only cancelled his entire unused allotment of 140, 000 points, they are NOT cancelled if we pay over $1, 000 to get them back - just because he did not fly or use the account during his ongoing recovery. He has family out West who've been unable to see him for birthdays/holidays...this is the so-called great program which fills his email inbox with promos weekly - disgraceful! Best airline our foot. So disheartening to have insult, literally, added to injury.

REF AEROPLAN NUMBER [protected].
I am completely dissatisfied at the way Aeroplan has handled my recent missing miles claim, and the lack of customer service received when chasing it. This is the sequence of events:

August 2nd 2019 - re-submitted documentation by e-mail to credits@aeroplan.com for missing miles from Turkish Airlines flight TK1969 from Istanbul to Birmingham (England) on July 3rd 2019. I was already dissatisfied because the application had been rejected twice because there had apparently been no record of my being on the flight, even though I had submitted the boarding passes/ticket evidence. Nonetheless I was invited to re-submit the documents directly to the e-mail address given so that it could be dealt with directly.

September 3rd - my wife (Areoplan Number [protected]) received her missing miles (1, 144 miles) but I was only credited with 817 miles despite us having been on the same flight. I was now having to chase Aeroplan for a resolution for a third time. I e-mailed credits@aeroplan.com to point out the error and asked for an urgent investigation. I attached evidence at the time of my incorrect transactions courtesy of my Aeroplan account website page.

October 1st - other than the standard automated acknowledgement I had still not heard back from Aeroplan at all. I e-mailed credits@aeroplan.com again to chase and to advise that I would be calling them the following week if I heard nothing back.

(I was reluctant to telephone the Contact Centre as we are based in the United Kingdom which means we have to wait until mid-afternoon to call - due to the time difference. In addition, every time I have had to call the Contact Centre in the past to chase both this and previous missing miles, I have ended up going round and round the automated system as it does not recognise our PIN details, I suspect because UK post codes only have 2 numbers so I only type 2 numbers. So I always encounter problems calling the Contact Centre from the UK)

October 11th - still no response from Aeroplan. Called the Contact Centre, got sent round the automated system in the same manner as all the previous occasions, the system again did not recognise our PIN information and, when transferred to the Customer Services team, was told that there were a high number of calls so we therefore cannot take your call. No option for me to leave my number for Aeroplan to call back, simply "please try again later".

I therefore still have the wrong miles, have had no service whatsoever from Aeroplan since September 3rd and now cannot get through to the Customer Services team to complain. This is the latest in a series of issues we have had in our time with Aeroplan (less than 2 years). The final straw is that I cannot attached my e-mail evidence to this complaint unless it is in JPEG, GIF or other photo form. I am more than happy to forward all e-mails to you if you provide an e-mail address for me to do so.

Pleas re-credit me the correct miles as you did on my wife's account. Please also note my dissatisfaction at this repeated level of unsatisfactory service from Aeroplan.

An urgent and satisfactory response is awaited as I have now spent several hours chasing this and previous complaints.

Regards

Nick Hodgetts ([protected]@hotmail.com)

I tried to book a flight, tonight (October 1, 2019) and ran into technical difficulties with the Aeroplan website and the mobile app at the point of finalizing the transaction.

I phoned Aeroplan and spoke to an agent who was unhelpful and insisted that the problem was my computer and not Aeroplan's system!

As it turns out, Aeeroplan booked the same transaction 3 times!

What is happening?

On Wed Sept 18 i had a flight booked for Charlottetown. Booking number NLUW61 and due to illness i had to reschedule..At Approx 11am i called the 1800 and kept trying all day to get no one on the phone! So i read that i could cancel my ticket online so i booked another for the 21st without canceling the initial booking . After i booked my flight, i attempted to cancel my initial flight but was unable to do so. I assume it was because it was a round trip flight as i rebooked roughly 9 hours prior to departure so figured i wouldnt have any issues...I would like a refund of 12500 miles and any refunds i am eligible for. It is not my fault i couldnt reach an agent because you were having technical difficulties with your website..You vant expect someone to spend hours waiting..after 2 hours that was enough and all calls after that was a minimum of 30 to 45 min..i called all day. ..My aeroplan number is [protected]. You can reach me via email at [protected]@lcluxuryhomes.com or [protected]. thank u! Cynthia Laurie Carruthers

hi,
Hopefully this email goes to the right hands, I'm very upset with Aeroplan customer service. I was ready to put a 'bad review' on the internet but thought I should inform you first.
I ordered multiple gift cards, redeeming my points. one of the card was $25 Starbucks card, when I tried to redeem it it only had $18.98.
I called Aeroplan customer service to rectify this and hoping my other cards wouldn't have similar issue, the lady was very rude with harsh tone, put me on hold for 15 minutes and no excuses for that just forwarded me to some saying that 'he will assist you' then I had to repeat my story again, this guy keep cutting me off and finally disconnecting my line.
Its not the amount discrepancy that bothered me as much as the behavior of the customer service lot...please address this issue, give me the full amount on my card I redeemed.

Thankyou.

Saleena Islam

Hello,

I am writing about the service provided by many of the Vancouver agents at Aeroplan. I have been always speaking and unfortunately getting the Vancouver agents when I call every time and I have to say every one of them has been rude and do not go out of there way to even provide the minimum customer service level. One agent told me to call back the next day when there was only 1 seat left cause she wanted to go home and said they were closing in 5 min so I had to raise my voice and say no don't hang up I want to book that flight! The worst service in all of any contact centres I have encountered. I purposely select french so I can get the Montreal centre as they are all extremely friendly and helpful and go out of their way. I would not normally send in a complaint if I get the odd agent that got up on the wrong side of the bed that day but when it's consistent this has to be brought to someone's attention and something must be done.

Thank you,
Susan

Terrible customer service. I was told not to call back again because they don't care to assist with the issue. As customers we pay annual fees on certain credit cards to have access in building loyalty points. They robbed my parents of all their points which they've accumulated since 1991 when they first signed up. There were no email services at the time of sign up. The million points they saved up was a part of their retirement plan. They stripped my parents from their retirement plan and in return they can't even speak nicely.

They had sent one email in the midst of their 3-5 daily emails which stated their points will expire if they don't swipe their aeroplan points card somewhere. The only walk in business that accepts their points card is Home Hardware, no other place accepts it. That email got lost in the midst of so many of their emails. As seniors they are from an era when there was no email and they are not good with online services. I was told that my parents should move with the future and learn to check their emails. That is a form of discrimination against the elderly! They send letters in the mail promotions how we can earn more miles but when it came to expiry of points they could not send one notice in the mail?

The least they could have done was honour 28 years of loyalty towards their customer and supporter by only deducting some of their points. Not all million points. So much disappointment which this program and their services. They took away 28 years of loyalty and building of their retirement plans to travel over one email and a short time. It's such a shame! I'm still waiting for them to call me back as they promised they would. Poor service is one things, but discrimination against a population who isn't the best with technology and old in age is beyond AWFUL!

As sent to Air Canada:
I have given it a couple of days to "cool off" and got advice from your duty managers at both YYZ and YVR, who suggested I call or email you, which is what I am doing now.

On the 27th May, I was scheduled to fly home after a painful and gruelling cancer treatment on the east coast. I specifically planned and arranged to fly on AC33 for the lay flat J class cabin and timing (8:15pm departure) to avoid Toronto's unpredictable traffic. I checked in well in advance, rested at the lounge (Maple Leaf Lounge), made my way to the gate for the 7:30pm Zone 1 boarding. At 7:50pm we were told that the flight was delayed getting in from Hong Kong, and that it was to be towed from another gate, therefore we would fly between 8:45pm and 9:00pm. I asked the agent at the gate if I had enough time to go to the lounge to use the bathroom and take my medications, and they (both a male and female agent) said yes. I went back to the lounge, where the original agent who scanned my boarding pass said "I remember you". I asked her to let me know if there are further delays or changes in boarding as I overheard someone wanting my 4A seat who was seated in 12A. I didn't want to get moved. I was resting on a recliner only to hear my name along with another passengers' name that 33 was boarding. We both rushed to the gate only to be told "No, there is no way to get on now, you're 2 minutes too late". I explained the circumstances, and the male agent called a supervisor, who would have put us on had the agent not misled the supervisor by saying that we were "socializing" in the lounge, when in fact, on my part this same agent knew of my medical condition, and due to bleeding when going to the bathroom, I elected the comfort of the bathroom in the lounge. I asked if a special request be made for the medical reason, and I wanted to make it home in time for a special midnight prayer as it was a important night of Laylat-ul-Qadr. My family had arranged prayers after my treatment which is why the arrival of 10:30pm into YVR was ideal. My luggage which had my chemo injections was sent ahead on 33 and I was pushed on to 129. What also hurt a lot was the comment made by the male agent when handing my new boarding card to me saying "off to the lounge you go again. Enjoy!". This trip, especially going home after chemo was not to enjoy; it was a necessity. I lost a lot of respect and loyalty for Air Canada. I have always flown AC first, have been a loyal Aeroplan member since 1988 through different AC relationships with Aeroplan; have encouraged family to pay a little more than Sunwing, WestJet, or Transat to go AC Vacations to collect Aeroplan and fly "our nations airline". Very hurt and disappointed to say the least.

I will have to pursue this further than customer relations as it does involve discrimination on colour and my health disability.

I would like to speak with a senior CR agent on the phone to discuss this matter and future steps in person, not through an automated email response. The best number to reach me at is [protected].

I anticipate a prompt and favourable reply.

Humbly,

Arif Vallani
[protected]@gmail.com
[protected]

I had roughly 30000 aeroplan miles remaining in my account after booking a flight in January 2018. I had contacted Aeroplan customer service shortly after that, and was informed that I had until May 2019 to use my miles again to ensure activity within the allowable timeframe. In April 2019, I found out all my remaining miles were removed from my account. When I called to enquire, it was explained that if I could produce a receipt from any of Aeroplan's partners, that that would enable the restoration of my miles. The agent also told me that I was sent an email in November 2018 indicating that I had to use my miles or they would expire. I never received that email, as I subsequently found out that it went straight to my junk mail. I explained this to the agent, and had her resend me the warning email again while we were on the phone...again, with her on the phone, it went straight to my junk mail. These are the only two emails I have ever received from Aeroplan, going back 4 years, that went to my junk mail...every other email I have received from Aeroplan seems to have gone to my inbox. This is very suspicious, and yet the agent blames me by telling me that I must have changed my settings. Again though, I never touched my settings as I had always been receiving all communications from Aeroplan except for, oddly enough, the email that served as a warning that I was going to lose my miles. When speaking with the agent, I told her that when I spoke with an agent in April 2019, they told me as long as I made a purchase at a partner of Aeroplan and provide that receipt, I will be able to get my miles back. I have a receipt from Costco within the allowable timeframe. When I mentioned that today to the supervisor, he told me that's not actually the case and that it had to be Costco online, and not just Costco. So at this point, I have been repeatedly provided with misinformation, only to produce what is asked of me, then have it changed again...all of which has resulted in the loss of my miles. I am not the only person that this has happened to. They are now telling me it's black and white policy, and that there is no recourse mechanism to even file a complaint. The supervisor I last spoke to today (Jason, employee # 1U) just hung up on me as I was trying to obtain a formal point of contact to which I could submit my formal written complaint to. I had asked for a copy of the recordings of the previous conversations I've had with the Aeroplan agents which would confirm the misinformation that was given to me. The supervisor said he listened to it and that I am incorrect, but would not provide me with a copy or replay the recording. So now, based on misinformation provided to me by the agents over the phone with Aeroplan, I am now the one who is out of luck with no miles and no recourse available to even file a complaint. That is pretty ironic for a customer appreciation/loyalty program. I know that I am not the only person that this has happened to, specifically with the expiration warning emails going straight to junk mail, as I have seen news reports, as recently as three weeks ago on the National. This seems to be an acceptable practice with Aeroplan.

I can be reached at [protected] or [protected]@hotmail.com for further information. Thank you.

I flew on Air Canada flight 116 from Vancouver to Toronto on February 27 and Aeroplan has denied me any points at all for this flight, saying that the class of flight made it ineligible for any Aeroplan rewards. We were not advised of this at the time of booking and I can only conclude that we have fallen victim to some conflict between Expedia, who booked us, and Air Canada. The previous two legs of our trip (Toronto-Palm Springs and L.A. - Vancouver) both earned us Aeroplan points, including a miserable flight that we took on Rouge (see below). I believe we should be able to earn Aeroplan points for this one as well.

We took a nonstop flight from Toronto to Palm Springs which was one of the worst flying experiences in many years: passengers were crammed uncomfortably close, the computer seated my husband and me eight rows apart and the ground staff, when asked, was completely uninterested in trying to move us close together. On board this 5-hour flight I asked the cabin staff for some crackers or pretzels, as the food I had brought on board was eaten up, I had no money on my person (my husband had our funds, eight rows away, and the aisle was blocked by the server cart) and they said they had absolutely nothing, only food for purchase. This is unreasonable and unacceptable. And this is just the latest reason my husband and I have for trying to avoid flying on Air Canada.

My name is Matthew Carson(aeroplan number [protected]). I booked a flight for my daughter, Bianca Trottier, on aeroplan for December 28, 2017 from Vancouver to Winnipeg for 49, 500 miles. A couple of days before the flight, we noticed that the ticket was registered under the name of my wife, Suzanne Trottier (aeroplan number [protected]). We were told that we could not switch the ticket to my daughter so we bought my daughter a ticket at market price on Air Canada.

Over the last three months we have been trying to figure out what we can do with the points so I do not lose them. My wife, her travel agent and I have separately called Aeroplan and Air Canada on several occasions and there has been so much confusion over this matter that we do not know who to turn to.

We were told by Air Canada that there is a $752.61 credit at Air Canada associated with this flight. Aeroplan has no record of his credit but insist that I have the ability to use the 49, 500 aeroplan miles before Dec 6, 2018 but if I do so, I forfeit the Air Canada credit. None of this makes any sense to me and we get a different story depending upon who I speak to. We spoke again today to Erin at the Lead desk for Aeroplan in Vancouver and asked if I could just have my 49, 500 points reinstated. The agent said she did not have the authority to do so.

I am an Elite 75, 000 member and my wife is a 100, 000 Super Elite member, and we also have both attained the highest Aeroplan Diamond status. We fly Air Canada almost every week and it is our carrier of choice. Over the past few months we have redeemed our aeroplan points for four tickets from Vancouver to France in July 2018 and we have have 4 tickets booked to Hawaii in December 2018 on Aeroplan. We could have used these 49, 500 points on any of those flights if there had been any clarity. I am also confused by the loss of the Air Canada credit if I use the 49, 5000 points that are in limbo.

I would like to understand what the real situation is regarding the credit on Air Canada and I would like to have my 49, 500 points reinstated or at least applied against my December 2018 Hawaii trip (which effectively reinstates them). My wife and I have spent hours being bounced back and forth between Air Canada and Aeroplan and all I want is my points back.

After all, this all started with a ticket I booked for my daughter which somehow ended up in the name of my wife! We bought a ticket on the same flight for my daughter, the least I would expect is my points back!

The locator number is RAICDA.

I can be reached at my work cell at [protected] or my personal cell at [protected]. Given the loyalty that I and my wife have provided to Air Canada consistently over the last 30 years, I expect a quick resolution.

Thank you in advance for your collaboration.

Regards,

Matthew Carson
West Vancouver, BC

I was suppose to fly from Comox to Calgary and then on to London Heathrow. I used my Aeroplan points to book this flight and booked a Premium Economy seat from Calgary to London. ( 112, 700 points + $653.46 tax) . When I arrived at Comox I was informed that my flight to Calgary was cancelled and I was to be rerouted through Vancouver. On checking the Air Canada agent found that only my Comox to Vancouver flight had been rebooked but she sorted it out and found me a seat on the Vancouver to London flight but no Premium economy seat was available. I had to fly economy. If I had booked this economy flight I would have only used 60000 points!

I put in claim with Aeroplan for a refund in points and they have awarded me a refund of 11045 point! This is a long way from the extra 52, 700 point I spent on the Calgary to London flight I booked originally.

I phone Aeroplan yesterday, October18th, and they tell me that their policy is to only refund 20% of the points! This incident was not of my making! I find it shocking and spoke to the supervisor who was very arrogant and told me that this was all he could do and I was lucky that the were able to get me to London on the same day! THEY DID NOT GET ME TO LONDON AIR CANADA DID!. I aske to speak to his superior and was told she did not deal with the public!. I insisted and all I could get from him was that he would email her and she would phone me at "her convenience!' As of today 26 hours later I have not received that call. I had to cancel an appointment yesterday as I did not want to give her the opportunity of say she failed to reach me to hear my complaint. This is very bad public relations. I earned those points and lost them through no fault of my own. I would very mush appreciate it if someone could lobby on my behalf.
I have also put in a complaint to TD Bank where I have a vis infinite card and where I earn most of my points and also to Air Canada.

Gaynor Dayson
4770 Denman Road
Denman Island B.C,
V0R 1T0
Phone:[protected]
email: [protected]@telus.net

Aeroplan does not allow passengers who have accumulated thousands of points to use these points to upgrade to business class or premium economy. They have been telling me this story for 10 years - "we have limited seats available". Upgraded seats are never available! In all the years and different times of the year that I travel, does not make a difference - they tell you there are no seats available. What is the point of having all these points and never using them to upgrade?
I live in australia and have family in vancouver, bc. So I do the air canada direct flights from sydney to vancouver at least 3 times a year. My mom, sisters and nieces and nephews live in vancouver. I have to pay for an expensive economy ticket and then cannot even use my aeroplan points to upgrade. I am going to fly qantas from now on!

On May 15th, 2018, after 15+ years of collecting Aeroplan miles I checked my account to realize they have all disappeared.

After a lengthy call with customer service, they inform me that my miles have been erased because me account has been inactive for more that 1 calendar year. 15 years of collecting, 1 year of no activity, by by over 50, 000 miles.

I was told however that if I simply show proof of using one of the Aeroplan partner companies that my miles would be re-instated.

I've spent the last 6 months tracking down some Budget Rental Car receipts and contacting their customer service department to be credited with the miles I earned back in January. I succeeded in getting these miles credited to my account, I showed all proof to Aeroplan, case closed right? No, I've been informed that since the miles weren't credited back in January, although I rented the car back in January, that "there's nothing we can do sir, the computer system won't let us give you your 50, 000+ miles back, and no there's no one else you can speak to about this."

Thanks for nothing Aeroplan, no wonder you're going out of business.

This message was originally sent on Sept 7, 2018. It just came to my attention that the message was returned as undeliverable to [protected]@aeroplan.com.

The complaint I have was that on my booked flight through Aeroplan on Sept 7, 2018 (REF # KLBDRM). I booked a flight from Kingston Ontario to Toronto Ontario to Winnipeg Manitoba.
The booking of Aeroplan flights out of Kingston are usually difficult based on the number of seats available and the fact Air Canada regularly cancels or delays flights.
Anyway, on this particular day my flight was booked out of Kingston at 16:45 hrs. and to arrive in Toronto at 17:44 hrs. with a connection 4 hours and 1 minute later.
( I will address this note of the 1 minute after ). As expected my flight was delayed, but not cancelled. I arrived in Toronto at approx. 18:30 hrs.

Now my complaint is that I tried to get on the next earlier flight to Winnipeg at 20:15 hrs. I spoke to the customer service person and she indicated there were available seats
but if I wanted to change flights there would be a $75, same day change fee. I understand what this fee is for and why all airlines have this in place. However, I would think as
a loyal Air Canada customer and booking a ticket through the Air Canada loyalty partner, Aeroplan, that this fee should not be there. I mean what is a loyalty program for if there
is loyalty on both sides. It seems to me that the customers who are members of Aeroplan have some loyalty to Air Canada but this is not viewed the same by Air Canada.
I have a ticket, I am going to Winnipeg eventually and there are empty seats. I have been treated with good customer service on other flights whereby I was allowed to fly
on an earlier flight going to the same destination during other travels dates without being charged this additional fee.

Please explain why I could not get on this flight?

Also, the note above about the 4 hr and 1 minute "layover" between Toronto and Winnipeg.
I had booked the same flight for my spouse about 1 month prior. The taxes and fees paid on that flight amounted to approx. $65, my flight amounted to $92.
When booking the flight I spoke to an Aeroplan rep. She indicated that as the flight was over 4 hours it changed from a connecting flight to a non-connecting flight.
This seems wrong to me!

Thanks

Yesterday September 11 around 11:30 am I tried to book a flight. I continued to get a 400 500 error page. I was ablvve to get the entire booking done on my phone until the final submit & then the page continued to freeze. Upon calling Aeroplan I finally got through to perhaps the most condescending individual I have endured. He continued to say that the aeroplan web site was working properly & therefore the problem was my devices. How do I know that the web site is working properly & the problem is mine? My devices had worked fine all day & continue to do so. So who knows? The rep was very condescending & kept insinuating that I didn't know what I was talking about. I had actually booked other flights that day with the same devices - no problem. This rep said he could make the reservation for me for $30.00. How do I know that all of this isn't a scam? I think it can be an 'easy out' to say their system is working fine. How do I know? I said I have been a member for many years & he said he would check with his supervisor about waiving the $30.00. He got approval to waive the fee 'this one time only. He made this sound like I should be so appreciative of them waiving the fee, despite the years of membership & service with Aeroplan. Now he could offer me a flight with 4 stops instead of the one that I was able to get on my phone. This scenario may have been tolerable if the rep had managed it with a different attitude. When someone works in customer service the worse attitude to have is condescending & patronizing. I have heard it said that we are not Aeroplan customers, we are Aeroplan suckers! That certainly seems to be true. We are of no value to them!

Aeroplan sucks, I just called them to change my flight for a medical emergency, my son broke his arm and they are charging me $100 each way ($800) total to change this. When I asked to escalate it, they wouldn't. I basically have to write a letter to their executive management team. I'm so glad I have moved to another travel card so I don't have to deal with these greedy [censored]s anymore. They said too bad your son broke his arm. I told them I got a full refund with two other companies and they said well you should have bought some travel insurance. They don't care about anyone.
I would like them to just waive the change fees, $800 for a once in a lifetime incident, and they won't do it.