Aeroplan Travel Services
Reviews and Complaints

I tried to book 2 flights from Ottawa t Chicago using Aeroplan Miles. Quoted 30, 000 miles and $467 in taxes and fees.
I decided to check the cost of the same flights on Air Canada and they were just over $1000 + $318 in taxes and fees.
I contacted Aeroplan via Twitter and they told me that the taxes for the flight on their website should be the same as the taxes on the Air Canada Website. The passed on the screen shots I took and said they would deal with it.

The following day I go to check on the flight taxes and I find they are still the same but the flights are now costing me 60, 000 miles. This is one day later!

I want to know how they can rip off customers with inflated taxes, tell me they are going to fix it and then charge me double the reward miles to book the same flights 24 hrs later. Disgraceful practices.

Re Account #[protected]
I recently converted 10000 aeroplan miles for a merchandise reward - a pair of earrings. After I picked it up, I opened the little package only to find that the earrings had NOT been placed in their box but rather, it was still flattened and inserted alongside them. The earrings are damaged and unwearable as the posts are bent - likely during transit as they were not inside their box. I immediately checked the packing slip for information on return. Zero info. I set it aside, disappointed, and enjoyed Canada Day weekend and a short week.

Today July 9th, I called to get the necessary info to return them and was told I had only 2 days from receipt to advise of damage. I've been refused a return and have wasted 10000 points.

Unbelievably disappointing - poor communication, bad packing habits for merchandise etc. I should not be having to look for information about how inconvenienced I will be to deal with your damaged goods and I certainly should not be out 10000 reward miles on top of it.

I had only recently come back round to using and enjoying Air Canada and Aeroplan. I won't go out of my way again.

Disappointed. Period.

re aeroplan conf number

5y6ywa7

my aeroplan- [removed]

i rented a car with my points (avis confirmation 03238580CA2)
the agreement states pick up at Charlottetown and drop off at Charlottetown

Avis chatrged me $100 to drop off the car there

Phoned your customer service centre and they said to read the fine print- different drop off not included

Come on-

Had this been told to me when I rented, i would have acted differently

Not a great customer experience

On June 26th, I booked my flight to Vancouver.
I realized that I made a mistake with the return time, 10 secondes after I called the Aeroplan and talk about my situation.

I understand that when I revised my booking I pressed ok, than I realized I made a mistake. Unfortunately, I did not feel any support or understanding of my situation.
Shannon the supervisor at that time, was very rude, impatience and was not welling to help me at all.

I am so disappointed with Aeroplan custumer service.

This week I went to book tickets for myself, my husband and my four children and was made aware that my nearly 20,000 aeroplan miles had been erased.
I was under the impression that aeroplan had cancelled the policy of wiping our people miles. (first it was 7 years)
I am incredibly displeased at this because on all of my flights I paid extra to have the miles credited to me (rather than fly cheaper), and now I am being told that I have to buy back the very miles I already paid extra for.
My husband is a very extensive traveller with air canada and as such last november I flew with points to spain and it looks as thou this has cause me a lost.
I would like to be considered for an exception in this case. We have already booked updated adult trips for points (and use my husbands miles for kids). Which I will cancel and use an alternative carrier if these policies are not looked at in my regard.
My name is phoenix brill and my aeroplan number is [protected]
My husband for your reference is erez brill

4/30/3018 Dennis Tran - [protected]
I tried to book an open jaw flight. You can book this online using the multi city option or one way flights. 2 one flights cost more taxes. multi city round trip had lower taxes. However, when I tried to put in multi city for my dates, it said there was no results for my return flight. check availability calendar. the calendar showed as available. One way shows available return flights. If I try round trip to the last city, I see return flights. it was only multi-city search that had no results. I called customer service and they said there were a LOT of return flights. there's no way for me to book the open jaw. If i book with the customer service agent, it's $30+tax per person. I'm booking for 3.

The agent said they didn't see any problems. I tried on 3 computer and 3 different browsers. I have the screenshot to prove it.Is it my account because I'm not business class?

Basically pay more taxes or pay booking fees. I can't save a few bucks and had to pay the booking fees because there were limited seats left going outbound. I didn't want to lose it. I shouldn't have had to pay for a bug in their online booking system. Ridiculous!

we recently booked a flight from St. John's, NL to Tampa, Florida and we could only get one flight for the first short segment of our flight to Halifax, NS.
My wife got a flight at 11:10am on April 16th and I could only get 6:10am, so I have to go to Halifax and wait for 6hrs 20mins. and then get on the same flight as my wife from Halifax to Toronto to Tampa.
A seat came available yesterday on the 11:10am flight and I tried to change that short segment to get on the same flight as my wife but you were still going to charge me the same $100 fee as if I changed my entire flight.
Last week I could have gotten a flight for cash for $155 one way, this is totally unreasonable.
I think as a customer goodwill gesture you should change that portion of my flight for free.

I was trying to book a flight with aeroplan air miles. The website took me all the way to the payment for the high taxes and fees. I submitted my credit card and never confirmed my flight or credit card charges. I went through the process again and this time said aeroplan website had an error.

My bank called me in the morning advising two charges had been submitted and authorized. I started the process by phoning which was painful time consuming. The agent after 20 minutes trying to get through was very rude advising I did not have any charges to my credit card - finally after another 20 minutes to speak to a manager - was also very rude and said she could not do anything and didn't believe a national bank that I had been charge twice with no ticket being issues. Finally she said she was going to take the information and credit it - which time will tell - or I will have to go through my bank for a merchant credit.

This so called manager then put me through to their ticket agent to try to arrange the ticket. Which again 15 minutes wait and another French speaking with little English trying to book my ticket.

I will never use Aeroplan again after these points are finally used with the extreme taxes and fees being 60% of a normal airfare - and if all possible not use Air Canada .

Do yourself a favor and don't waste your breath and time with such a poorly ran company.

I have an aeroplan account which I misplaced as of 2013 however recently realised I had accumulated quite an amount of points 39, 193 to be exact, which were NEVER redeemed. I recently came across my account and hence am requesting if there is there any way to contact Aeroplan and have these points reinstated.

I understand there is a proceedure to reinstate points, but I think that is for a small amount of points. As mine is quite an accumulation, can Aeroplan make an exception and I will use them asap.

My account no. and points accumulation is in the attachment taken from a screen shot from my emails as I was sent updates up until 2013.

Thank you,

Julie

I was looking to book a flight to London, England and could not believe the taxes, fees and surcharges were $646.10.
If I payed for a flight to London it would cost just over $800 which includes taxes, fees and surcharges.

Why am I paying over $600 dollars. Are my points only worth $200.
Below is the flight I was looking at.

Access to any seat on Air Canada flights, at mileage levels that vary based on market fares.
Round-trips from : 44, 600 miles

your summary1 adult (+12)
flight reward44, 600 miles
taxes, fees & surcharges$646.10
total :44, 600 miles

+ $646.10 cad

book

my trip44, 600 miles

departureottawa (yow) london heathrow (lhr) thu may 31, 2018

change flight air canada
economy
yow 22:40 lhr 10:25 +1 6h 45mindirect

returnlondon heathrow (lhr) ottawa (yow) mon jun 4, 2018

change flight air canada
economy
lhr 15:20 yow 21:02 10h 42min1 stop(s)

Please explain this to me.

Thank you
Rodney Hudgin
Katherine Larkin's Spouse

I may be reached at [protected]@yahoo.com

First I would like to say I have had some really good experiences with aeroplan and some experiences that were more challenging. Despite the more challenging experiences, the positive ones far outweigh the more challenging issues. We continue to select aeroplan as our first choice in a loyalty program.

I have spoken to aeroplan about this issue and they keep telling me this has nothing to do with aeroplan and that I need to talk to air canada. I spoke to an air canada agent today (march 24th, 2018) around 10am and she told me as aeroplan charged the change fee that aeroplan would be the only one to reverse the fee. I hope you will take the time to read the under noted and understand where I am coming from.

Approximately 1 year ago when aeroplan flights became available my wife and I booked a trip to osaka japan. Our traveling companions (another family of 2) also booked their flights via aeroplan. As we all wanted to travel together we each paid a change fee ($100 per person plus tax) to aeroplan (sept 2017 - note $100 fees was refunded in september) to change our flights to ac737 (8.00am out of yyz) to sfo and then leaving sfo at 11.05am on ua35 to osaka kix. On march 23, 2018 we received an email from aeroplan saying that our flights were changed and as a result our traveling companions were placed on one route and us on another. My wife called aeroplan to try to get us all together, which aeroplan was able to do, but the new itinerary got the four of us into osaka kix at 19.40 on april 20, 2018. When I got home I noticed my wife was very upset. When I understood the issue, I called areoplan to see what could be done to assist us. The issue was that our hotel accommodation in osaka is very far from the airport and as such we would have to take a train and a subway and public transportation, all at night versus doing this during the day time (daylight hours vs in the dark). Also, as the last train to where we needed to go leaves at 9.25pm. This is cutting the time to get out of the airport down a lot and I doubt we would be able to make the connections properly. We tried to re-book a hotel room at the kix airport (hotel nikko), but the rate went up substantially from $150 cdn (aug 2017) to $386 cdn. The only solution aeroplan had was to have us leave a day earlier from yyz (april 18th, 2018). The agent (who did a great job) booked us onto ac991 to ensure we were able to catch the same flight (u35) on april 19th, 2018. Unfortunately as the change made by air canada is within 30 days of our trip, almost every hotel, tour etc, we booked is now locked in and no changes could be made. We had no choice but to accept the april 18th departure or we would have lost substantial dollars (events pre-booked in japan).

I asked aeroplan to refund me the change fees we paid in sept 2018 as aeroplan was not able to deliver the flights I paid the change fee for back in sept 2018. Areoplan outright refused saying it was policy and that airline changes were allowed and that "it was air canada's fault and not theirs". I tried to escalate the issue, but the supervisor (genevieve - mtl quebec) we eventually spoke to basically told me she was it, and that was that! I asked her if she had the authority to reverse the fee, but she refused to answer and when I asked her to refer me to her manager, she again refused.

As a result of leaving a day earlier, I have incurred/will incur additional costs. Not only do I have to take an extra day of holiday (my spouse is retired), but we had to book a hotel in san francisco ($235 cdn) plus there will be added food cost and taxi costs to and from the airport/hotel.

I would of thought booking a flight back in september would have been no issue and that a major change would not have impacted us as it has. This is not something that I have directly caused and as such I am asking for your assistance to cover the hotel cost in san francisco. I would of course cover all the other costs as I am more than willing to also realize that travel is never perfect.

Your agent told me that this request was not reasonable and that is why I am sending you this note. There seemed to be no flexibility on the agents part. All she was prepared to do was quote policy.

Please try to put yourself in my shoes and empathize with my situation. Travel is expensive, we are older now and cannot travel at night in a foreign land. By no fault of our own, our flight plans were significantly changed. Please consider my request to have the hotel cost refunded. Alternatively if you have another solution, please let me know.

Hello Dear Aeroplan,

My family and I are planning to visit our elderly parents in Poland in July.
There is a new airport in the city where we live, Lublin Airpprt
https://en.wikipedia.org/wiki/Lublin_Airport

It provides service for big airlines like Air France, British Airlines, Lot, Swill etc.
http://www.biletylotnicze.pl/linie-lotnicze

There is an AVIS car rental at the airport but I can not book it because aeroplan doesn't use this location.
It is possible to help us and add this location to your booking?
Thank you,

Regards,

Henry Hajkowksi
[protected]
[protected]@hotmail.com

Hi,
I am here writing to you on our Aeroplan miles.
We have accumulated Aeroplan miles for last 11 years. It was taken from us on the first round in 2009. Later again last year. We called Aeroplan and Esso and now very frustrated with Aeroplan. I tried to speak to someone and she hung-up the phone on me. Her name was Rajni. My husband also tried a multiple time without any luck.
Below is when it was taken away. Below is also the transaction we did in ESSO to keep our account active as per your instruction.
We have accumulated these points to go on our honeymoon. Due to various roadblocks in life we could never make that happen. It was also difficult to call you as the hold periods are very frustrating and calls resulted a hung up from the associate or a transfer to someone for another long wait .

I ordered an Air Canada gift card on February 5th on www.aeroplan.com . According to my Canada Post tracking number, it was delivered to some address in Pickering, Ontario. I live in Toronto and I was concerned as to where my package went. So I followed up with Aeroplan to see what the issue was. They told me it was returned to their returns centre for some unknown reason that they couldn't tell me. It is now Feb. 26th and I still have had no call from Aeroplan informing me about if and when they will resend me my reward. Everytime I call they say they will have someone call me back, but no one ever does. I really wanted to use the gift card to purchase a flight but it doesn't look like this is going to be resolved in time, if ever. They have not refunded my miles either which also concerns me because it is over 100, 000 miles. Can you please help? Thank you.

On Dec 7, 2017 I order 4 Esso gift certificates from Aeroplan for a value of $200 and on January 4, 2018 I received an email telling me that they had been posted. When I did not receive anything almost 2 week later, I phoned Aeroplan and was told to be patient. I phone the week after with the same reply. On the first of February, 2018, I phone again and talk to a lday named Imane and was transferred to a Mr. Salah who told me that he was looking into this matter and would phone me back no later than the following Thursday. On the following Friday, not having been contacted, I phoned again and Mr. Salah told me that they had not yet found the gift certificates and to phone him by February 16th. It is obvious that these certificates have been lost and Mr. Salah is simply unable or unwilling to solve this issue.

Alain Letendre
Gatineau, Qc
Canada

Brenda Camara
Aeroplan # [protected]

Feb 03, 2018 @ 11:18am - I called you contact centre

I had been on your site to possibly use my points for a trip in July (FYI - no available seats full the whole month?) but what concerned me more is that I had no points.

It was my understanding that points no longer expired. It was made clear to me that I was wrong. In the past I had been very diligent in using my points annually for at least merchandise.

I cannot believe that there is no way of re-instating my points. Although I can appreciate that your policies are what they are but given my history and the fact that aeroplan has not been easy to use for flights, that you could help me.

The agent nor the supervisor were able to help me. They stated there is no exception to the policy.

I was searching your site, and see that there is an option to buy back my points.

I would really hope that someone could help me.

Thanks

Brenda

Re - My aeroplan # [protected] .

Your website indicates my 44, 287 points will be wiped out this year if not used. I tried to navigate the website to see if I can use up the points, which apparently cannot be utilized for a flight booking. Your website does not permit me to even see any gift cards I can apply it to - or any reward.
I do not want to lose these points, and hoped to be able to use them at some point towards a flight credit. Now it appears impossible. As a senior, with caregiver responsibilities, my free time isvery limited.

I have phoned 7 times today (800-361-5373) to try to reach a live voice to explain the issue of non access to your system and website. Each time the system demands I enter all my info, which is correct on your website. However, the telephone system claims my data does not match what is on the system. My data on your site is correct!

I cannot get a live operator, and cannot go any further on the telephone system.

This is crazy, and a total waste of my time. TIME is money for all of us, and to not be able to get through to customer service, and to continue to find it impossible to use your website is extremely frustrating. Is this all a scam by Aeroplan to get rid of customers points?

Can you please help? Thank you.
Yvonne DeSouza [protected])

Aeroplan expired 47000 of my points because my Esso purchase did not register my aeroplan card. Talking to customer service they claim I can provide them with the receipt and they will reinstate them. Great, I thought, I can do this as I always keep this receipts as I have had problems with missing points before. I was then send to the manager who then tells me I have to call Esso and even if they do get me the proper points, it will not be backdated, but be dated for now and wont meet the deadline. Apparently the only way to get my points back at this time, is to pay $470 plus $30 admin fee and taxes. I am disgusted with this program as this is actually my second time going through this crap with them. I have cancelled my account and will never deal or fly with Air Canada again. There are way better Loyalty programs out there.

As result of recent experience with the Aeroplan.com I'm questioning the possibility that maybe the Aeroplan "organisation" is purposely trying to sabotage their Aeroplan members to use their Aeroplan points. The reason for this feeling is as follows:
I've tried to book the returned ticket to Kona- Hawaii for September, Friday the 15th (8 months in advance!) from Winnipeg to Kona, and all I could get was some extremely long flights, or very inconvenient ones, for example via Toronto instead of via Vancouver or Calgary and not on 15th, but on 14th or 16th. I've checked the availability of flights through regular booking without Aeroplan miles and there are numerous flights available with plenty of empty seats available and with really great connection routs.
Eventually, I decided to compromise and even though it was extremely inconvenient for me because I would arrive to my destination a day earlier, I've picked the flight from Winnipeg that leaves on September 14th and was clearly available on Aeroplane's Travel booking webpage. After imputing all required information and clicked on "Book" button I've got the following response:
"THE ITINIERARY YOU REQUESTED IS NOT AVAILABLE"
"We're sorry, but due to real-time availability, the itinerary you requested is no longer available."
Immediately after that we phoned the Aeroplan customer service, upon which we were told that that itinerary, despite what website page is showing is really not available. My point is then, why is still listed as available on Aeroplan's website?
As I mention on the beginning, my question is if Aeroplan "organisation" is purposely sabotaging their members for using their Aeroplan points so they eventually expire without being claimed (like year 2020 in my case).
My biggest question on this issue is: Is there anybody really protecting the Canadian consumer?

Recently my daughter and I flew to Guangzhou, China (on aeroplan points) from Charlottetown, PEI. Upon arrival at the Charlottetown airport we were told that our flight no longer existed, thanks to one of the AC agents, she managed to get us on a flight out of Moncton, NB which was a a 2 hour drive from where we were, plus bridge toll and gas and someone having to drive us there.

We were informed that my daughter had recieved an email telling us of the flight change however the account that the points were take from is in my husbands name and every flight we have ever booked on that account t sends an email to him.

My daughter, myself and my husband all check our email accounts and none of us have the email of any changes that were supposedly sent to us.

We just made it to Moncton on time because of the agent in Charlottetown. Upon arrival to TO we ran to our gate to get to Chicago only to be told that we were not permitted on the flight because our luggage didn't make it. (We found this out only after 4 air canada employees decided to stop talking and deal with our matter after eating and with no one else in line for 20 minutes)

Subsequently we had to stay in TO for the night (300)- putting us out a day of our meetings and plans in Guangzhou. We were told to call Aeroplan by Air Canada and then Air Canada by Aeroplan, both companies putting the blame on one another to avoid dealing with us. Finally, after getting disconnected with several agents we got an Air Canada agent on the phone who took care of rebooking us (after being told multiple tomes that nothing could be done about our flight not being rewarded in business but now economy)

When we arrived in Guangzhou our luggage was missing. We received that luggage 5 days into our trip after being told everyday after we were originally told we would receive it that it wasn't coming and they didn't know where it was. This was 2 days before we left, also being told by the airline (Asiana at this point) that it was Aeroplan's fault, and Aeroplan that it was the responsibility of the airline. Not once were we offered compensation for all those days without luggage, and on top of that, we were expected to pick it up (a one our taxi drive) at the airport when it did arrive.

We had a Chinese associate call the airport 2-3 times a day, everyday to check on what the status was of our luggage and what the hold up was. They finally did deliver it 2 days before we left Guangzhou.

It doesn't end there.

When we arrived in Guangzhou on the 21st to depart (in business as originally booked) we were told that we weren't even in the system for the flight, our names were not even on the flight. We were not in the system, and even when showing the supervisors the original confirmation email we were told they could not get us out of Guangzhou for 2 more days in business.

Once again we were told to call Aeroplan, at the same time Aeroplan is telling us we are in the system, the supervisor in front of us was telling us she couldn't print boarding passes for use as we were not.

After 2 hours of being put on hold, running our mobile bill sky high, they got us on the flight (in economy)- at this point we were told we would get the points back from business to economy.

To say the least is has been the worst experience we have ever had with travel. We are extremely disappointed with the service of Aeroplan, Air Canada and the star alliance. The lack of concern for this kind of situation and as many problems we had was unbelievably appalling.

Travel is difficult enough when going long distances like this, to throw extra cost though travel, hotels, phone bills, because no one wanted to take responsibility would be cause for dismissal in any other place of employment. There seems to be a lack of morale we have not seen before. As long standing Aeroplan and Air Canada customers, we are at the mercy of the people who work for the airlines. The right hand doesn't seem to know what the left hand is doing. With the lack of responsibility taken in so many aspects of these events, it leaves you feeling very frustrated and vulnerable. What would a person do if they were not able to persevere and get a satisfactory result?

I couldn't tell you how many times I was told to call ‘the other' responsible party. Excuses and incompetence we certainly the order of this travel experience. I look forward to hearing from you.

Attached our itinerary as we knew it, our economy seats from Guangzhou to Seoul that were originally business. If you require any further information please let us know.

Sincerely

Maureen and Julia Campbell