Aeroplan Travel Services
Reviews and Complaints

I am really upset and frustrated with the expired Aeroplan miles that I had accumulated over the many years since Feb 2001. You are the only program that has expired miles after not in use for 1 year. I am unable to check to see if anything was accumulated from Sept 2016 to Sept 2017? I am sure I have used it, however, when I had called customer service, I was not able to get a straight answer. I would like to know how I can get back my miles without having to pay anything, as I have not received any prior notification that my miles was going to expire. The only communication I received was in May 2017 regarding "Update on Aeroplan and Air Canada partnership". I am a very unhappy customer of yours regarding this. This also happend to my husband card as well and he uses it often. My concern is that I (we) have not received any emails. Can you please check into this please. My card number is [protected], Zahara Dery and my husband [protected] Normand Dery. We would like to request to have both our miles reinstated as we were not properly informed. I will also take this matter higher up to the press and to the business bureau. Thank you for taking the time to ready this. Zahra Dery [protected]

my card got stolen and I do not know my Aeroplan number by heart. Some info in my profile must be outdated since I am getting an e-mail that the text message was send to my no linger existing phone number. I am not able to get through to anyone at the customer service to get any king of help. It has been going on for 3 months and I wasted many hours trying to resolve this issue.
My name is Alena Peroutka, alena.peroutka2outlook.com, [protected].
Please advise what to do to resolve this problem/
Many thanks

Complaint - disaster - multiple flights cancelled without notification

I would like to start this message by saying "what a disaster"! To put this in context, we have been planning this trip for over a year, booking multiple flights, transfers, hotels. There are connections and different hotels involved so all delayed or cancelled flights will affect the entire trip. My husband is a loyal air canada customer as you can see with his frequent flyer status. All of the issues I will list below have caused an enormous amount of stress and time spent on phone due to the lack of professionalism and management from either air canada, thai airways or aeroplan.

Note: we were leaving on december 25th 2017 - returning january 14th 2018 - all business class - booking #rbqnca

First incident: a couple of weeks prior to departure we started checking our flights, when to our horror realized that our flight coming back home from bangkok to brussels was no longer listed on the site. Without any notification or rebooking, thai air had cancelled the flight and had not notified us or put us on another flight back home. We called aeroplan and spent hours on the phone, while they apologized and tried to find us a spot on another flight because the new thai flight was full!
Second incident: december 25th, we board our first flight ac017 at 1:30pm. After 3 hours on the aircraft, we are informed that due to mecanical issues with the radios, we would need to get off the aircraft and that the flight would then reboard for a 6:30pm flight. At 6:30 pm the flight is cancelled and the commotion starts. We are sent back home with taxi vouchers to potentially return for a new flight the next morning at 11am. This complicates things for us as we had a hotel booked and paid for in shanghai and we would miss our connection to thailand the next morning which was at 8:15 shanghai time. We had also booked a transfer in bangkok from airport to hotel that would be missed. Upon arriving home, we start making phone calls to ensure we are put on a flight the next day with proper connections. Hours spent on the phone, some agents not so accommodating, especially aeroplan agents, stating that they would have to charge us if we made in other change! We didn't make any changes! You put us in this situation! We are now calling air canada, thai air, etc, it seems it is impossible to find us a connecting flight that make sense and remain on business class. This is a nightmare to say the least. A very expense trip we have been planning over a year and the amount of stress created the day of departure becomes un acceptable. Finally, after hours of trying, we find a connection... Not acceptable but no choice at this point. We lost a full day vacation, a hotel reservation and an airport-hotel transfer reservation. We finally finalize the call and hang up. As we again verify htat everything is aligned, we see that our flight coming back home from bangkok has once again dissappeared! Again, we start making calls. Its christmas and its late, places are closed. Without notification again, the flight was cancelled and rebooked. Seats were changed and flight was changed without any notification to us!.

Going on vacation should be stress free. This has been the worst experience we have ever had travelling. We are flying out today - hopefully. We expect some kind of compensation from air canada/aeroplan for all of this loss and nonsense!

Today, December 24th, 2017, I called about a name change on a flight as my parents had bought tickets for my husband and I to fly to Canada to visit them for christmas with their aeroplan miles, number [removed]. Unfortunately, they used my husbands middle name (Leigh) which he goes by and not his full legal name (Christopher Lex Leigh).
I called customer service to help me with the dilemma and the lady I got, named Tracy, was the most condescending and unhelpful customer service representative I have ever talked to. She was quite unsympathetic, actually had the audacity to tell me off about the situation and about how "when this flight got booked on Oct. 31, why didn't you deal with it then". Well as much as yes, I can agree it was left last minute, unfortunately some people don't realize travelling by one of your legal names but not all of them is an issue. As well as the nature of her tone and the way I was spoken to did not help my stress and anxiety.
The call ended by my mother in law and I finding a solution ourselves, which was going to Air NZ and amending the name which they did with no charge. I am very disappointed in the level of service we received, and aeroplans lack of ability to amend a name. I would suggest considering changing your policies, giving you the ability on your own computer system to change names without cancelling flights, or finding a way to allow airlines themselves the access to change names of aeroplan flights.

Thank you.

To whom this may concern,

I ordered a Best Western Hotels giftcard from using 28, 000 aeroplan points (as you may know, this means I have spent approximately 20, 000$ on my credit card in order to obtain my points with your company. I was living overseas for the past 9 months, and that is when I got the card delivered to my house where my housekeepers were there 24/7, 7 days a week.

Upon arrival to Canada in October, I realized I had never recieved my gift card. I immediately called customer service, and I was told I would be sent a "form" by e-mail to receive my 28, 000 point reimbursement. After 2-3 weeks of checking my inbox, spam folder, junk mail, I called back and was told my 6 month window had expired and there is nothing you can do. I found this weird as it contradicted what a previous employer had told me. I spoke with several agents and tried to find out where my package was. Your representative told me it was sent via Canada Post First Class mail.

I called Canada post to find out that "First class" is not even an option for Canada Post... which boggled my mind because I had just been told that was the method of delivery used. After explaining the situation to the customer service representative, and her supervisor; the supervisor encouraged me to come on this board and file an official complaint because "it is not the first time we get calls regarding this issue with Aeroplan... it happens very frequently with them for some reason" This made a bit more sense, as all my questions were never answered clearly and everything is up in the dust. The customer service representative told me that if the package could not be delivered it was returned to the original seller.. meaning you have received my Best Western Gift Card.

All in all, I would like to know what the possible solutions are. I do not find it fair for a young 26 year old customer like me, who recenetly opened a credit card with aeroplan and having such exctitement to use my points and gain points etc... to lose about 20, 000$ of redeemable points due to the fact that I was out of the country. I am a new client with aeroplan and I plan on staying with you for a life-time due to the "possible" advantages your points may bring.

I am not delusional and I will not ask for more things due to the misunderstanding or anything. I would simply like to have my 28, 000 hard work point redeemed in my account, or to resend the gift card. I am fully aware that the 6 month policy is in action, but having such a large company with millions of clients, I believe you have the resources to provide case by case analysis when it comes to something like this.

I am hoping to hear from you soon,
Thank you for your time.

I was delighted to receive an invitation to use the Maple Leaf lounge on my trip to Ft. Lauderdale, purchased on aeroplan points. The invitation stipulated that this was a once-annual benefit for members.

When I arrived at the Maple Leaf lounge this morning, at the Pearson airport in the International Terminal, I was told that this benefit was only available to me and not to my traveling companion who was standing beside me, and whose ticket I had also purchased on points. She is also a card member, but was told that that was not relevant, as it was me and not her who had purchased her ticket.

I have two complaints to register. First, it seems to me that this is a stingy way to be generous. I am a long-time member of Aeroplan, and have used it regularly over the years for travel and for merchandise. I believe that the offer of a one-time use of the lounge should have been permitted to all those traveling using tickets purchased on aeroplan points, or, alternatively, to the member and to that member's traveling companion(s).

The second complaint is that the person who conveyed this information to us and refused my companion access to the lounge was rude. She almost appeared to take pleasure in her refusal, and treated us as if we were clearly not worthy of the lounge.

My client # is [protected]
The date of the incident is December 5, 2017

A desirable resolution for the complaint would be for you to change your policy. I would also recommend you speak to your agent at the lounge to indicate that she adopt a different attitude toward your customers, one that conveys sympathy, warmth and generosity, rather than cold and rude gatekeeping.

Thank you.

My miles expired Nov 26 2017. I called to find out how to reinstate them and was told I would have to pay $380 to get them back. I mulled and fumed and decided that the plan was not worth my anger and called to cancel my account. The agent said that at some point my account would just go away. When I asked when he said at some point and refused to cancel my account. I want my information purged from the system. How can I get this done. I will never use Aeroplan again- ever!

Hello there !
My name is Ankush Sharma and recently I booked a ticket with the reference no. LS3 67R. This ricket was for a flight on Dec.20 from charlottetown to Toronto. I am expecting some important documents in my mail by Dec 20. So I called in to the call centre to inquire if I can make changes to flight . I asked them if possibly if we can make it one way as I will not be comimg back to charlottetown . Agent told me thats not possible and if we postopone flight's date that will cost $100 plus tax per direction. I completely understood that. After that, I asked if I can cancel the ticket . Agent said I can cancel it because I still have 22 days prior to the flight date .
I asked for the refund amount and I was told it will be a full refund withount any deduction and amount will be $164.24 . I agreed and asked the agent to procees . Agent asked me to enter credit card details on my phone keypad . I Thought it is for refund process . Later on I recieved a notification from my bank abkut a charge of $ 169.50 from Aeroplan .
When I called back to inquire about the charge Supervisor named Jeff was very rude to me . He called me a lier . When I said I don't even need any refund anymore please just check that previous phone call when I was not given right information, he strictly refused that and told me go back and read the ticket properly as its mentioned over ther about the $150 charge. I feel really helpless with that kind of service so wrinting down my complaint here in a hope that my case will be taken seriously and some possible action will be taken ASAP.
Regards,
ANKUSH SHARMA.
Cell no . [protected]

It takes "up to 48 hours" for aeroplan to get a response from first air when trying to book a flight to iqaluit. So, if the first attempt fails, it is another two days before the second attempt results are known. First air won't tell me when there are spaces for aeroplan bookings at all. So, as my dates have some flexibility, each combination of departure and return dates results in a two day wait. It should take seconds for aeroplan to be able to find out what days there are aeroplan spaces on a flight partner's flights - unless the queries are sent by Canada post. Six days later, still no response.

I just discovered that I only have 11 months in which to accumulate the required "points" to qualify for status benefits which are valid Jan. 1 - Dec. 31 the following year because I accumulate points on Visa and the billing date is as of the 21st of each month; therefore, I miss 21 days in Jan. each year and get cut off 10 days before Dec. 31st each year. Why is this the case? How can this be rectified?

Changing any flight, even within 24hrs is an absolute farce with Aeroplan. Not only do you essentially lost the initial booking charge and taxes, you're charged an additional $75 EACH WAY. The final cost of this ticket will be about $40, 000 in points and $300 in fees/taxes. You may as well just book the ticket directly with a better airline and start collecting somewhere else.

Shame on AirCanada and Aeroplan.

I am a retiree with limited resources. I have been trying to accumulate 90, 000 aeroplan points for a round-trip ticket so as fly from Ottawa to Brisbane to visit my son based on 2017 points schedule. However, to my surprise, the aeroplan points now is a 135, 000 points in 2018. A whopping 50% increase! Could you please help to investigate why this is happening! Thank you in advance for helping.

I wanted to make a change to a flight that I booked less than 23 hours ago. I was charged $100 plus tax change fee, plus additional taxes for the new flight. I understand the additional taxes but do not agree with the $100 change fee since it was less than 24 hours since the flight was booked. I could have paid for a full fare on Delta for $172! I have been with Aeroplan for a number of years but now think it may be time for a change.
Interesting that you cannot contact the company to complain - nothing on their website and when you call there is no complaints department just a customer service rep who gives you the corporate line! Shame on you Aeroplan.

Date: 19 October 2017
Aeroplan Number: [protected]
I tried contacting customer service over the phone and got locked out of setting up a PIN over the phone. I went online and tried to set it up from My Profile, which also showed it was locked out, but I was not able to set it up from the website either. Cannot make phone contact without a PIN.

please email a response to: [protected]@wavecable.com

The phone just hangs up on you if you don't know your aeroplan number. I am calling because I want to know my aeroplan number and start using the service. The phone has no real person but the automated machine just hangs up on you. That is awful first point of customer contact and absolutely awful first impression. I might switch my card to another partnership like airmiles or whatever puts customer service first.

The attached emails were initiated by myself due to arriving in Houston with a crushed suitcase. I know there are policies to follow and I know Airlines are responsible for transporting our baggage. The issues I have are not only for the baggage that was damage but also the fact that I am of the opinion this situation has NOT been treated as "fair and equitable". Passengers depend on Airlines to have Integrity and we entrust them to transport our personal belongings to destinations in a safe and timely manner. This did happen and created undue stress. Added stress again because no-one wants to take accountability. We left our luggage with your Airline(s) in Victoria, B.C. September 23rd, 2017 on the understanding, as per your Contract with us, we would receive it as we left it. It went from there to Houston Texas. When we received our baggage it was and still is, crushed, thus rendering it unusable. Please help me in resolving this issue in a timely manner. Thank you.

Dear Joanne Nelson,

We appreciate your feedback regarding your travel experience with United Airlines. We strive very hard to provide our customers and their belongings with safe and reliable travel and your input allows us the opportunity to review our process for future enhancements.

With regards to compensation we weigh each customer's situation on an individual basis and make every attempt to be fair and equitable in doing so. After careful review and based on our internal guidelines we are unable to adjust our offer at this time. We do hope you will accept this goodwill gesture as a token of our apology and allow us the opportunity to provide you the travel experience you deserve on a future United flight.

For assistance with a reimbursement of the damaged bag, please submit the receipts, a copy of your airline ticket, boarding pass, and a signed copy of our Claim Form (link attached) to our claims department. For your convenience you may email your documents to [protected]@united.com or fax to [protected] or print and mail to, 900 Grand Plaza Dr., Houston, TX 77067.

Please visit http://www.united.com/claimform to download claim form.

This email should not be replied to, as the sending mailbox is not designed to receive emails. If you have any additional questions please contact our Baggage Resolution Service Center at [protected].

Thank you for choosing United Airlines.

Regards,

C. Hart

United Airlines

Baggage Specialist / Baggage Resolution Center

For questions related to this message, please refer to case ID: [protected]

Original Message Follows: ------------------------
From: Ed And Jo Nelson
To: delayedbag
Subject: Re: SJD10351D~Damaged luggage (KMM47776503V12707L0KM)
Date: October 7, 2017 12:48:17 PM CDT

To whom it may concern:

After discussion with Sarevjeet, this morning, I am confirming that her instructions to me were to;
Find a new suitcase, send the Receipt to your Department once I have purchased it and United Airlines will reimburse me the full cost.
We found this experience with my suitcase very traumatic. We were not only inconvenienced with our attempts in sticking the suitcase together as best we could, (thankfully with the help of one of your Employees in Houston, supplying us with packing tape and a plastic bag to encompass the case), we had to pay for a cart to move it through the Airport!
I am thankful that my husband was with me to assist in that if I had been on my own, as I have limited mobility in my arms, this experience may have been tenfold with "my" attempts at trying to temporarily repair a suitcase that had been crushed through United Airlines.
We were very stressed about the possibility of finding our suitcase, once it reached SJD, in worse shape. I spent the entire flight worrying about it and again, after we landed, as our suitcase did not appear on the carousel until most passengers from our Flight, had left. When it did arrive, the plastic bag was torn and frayed at the bottom around the wheels. Again, stress, worrying about whether or not there was further damage. Fortunately, the tape had remained unchanged and we could not tell, at that time, whether or not there was further damage. Thankfully, with the help of Airport Personnel, we were able to get the paperwork initiated.
We did notice, in the Airport, the spinner on the damaged side (where the locks are located) was not spinning. We literally had to drag a full sized suitcase to a cart that we had to pay for!
I could not find a comparable Samsonite Suitcase (33") in the location I am in (SJD), again, stressful as we had to drive from location to location looking for one without any success.
After today's conversation with Sarevjeet, I would like to confirm that I ordered/paid for via Credit Card, copy attached, a new Samsonite suitcase BUT, it will be sent to my home address in Canada. I will NOT be able to use this suitcase to travel home from SJD to YVR.
I could only find a suitcase of lesser like, kind and quality online through Samsonite, and the NEW suitcase is 3 inches smaller than the one that was destroyed through United Airlines.
This does NOT resolve the issue. When I leave here in SJD, on October 31st, 2017, on United Airlines, I will be inconvenienced, once again, as the only option I have, here, is to borrow a suitcase. I will, in all likelihood, undergo stress, once again, worrying if my borrowed suitcase and that of my husband will arrive in Canada as we entrusted them to United Airlines in SJD?
Upon return to Canada, I will again, be inconvenienced as I will need to determine, how exactly, I will get the borrowed suitcase back to its' owner?
Who will compensate me for the inconvenience and unbelievable stress my husband and I have undergone since discovering our suitcase was split open on 3 corners and crushed on the combination lock edge?
Thank you for your assistance.

Sincerely,

Joanne Nelson

From: "delayedbag"
To: "Ed And Jo Nelson"
Sent: Thursday, September 28, 2017 9:32:42 AM
Subject: Re: SJD10351D~Damaged luggage (KMM47776503V12707L0KM)

Dear Ed And Jo Nelson,

I regret that your luggage sustained damage during your recent trip. Our goal at United is to always provide our passengers and their belongings with safe and reliable service, and I do apologize for this incident.

To resolve this matter please call us back at [protected] so that we may review your options and settle your claim.

Thank you for choosing United Airlines.

Regards,

C. Hart

United Airlines

Baggage Specialist / Baggage Resolution Center

For questions related to this message, please refer to case ID: [protected]

I recently ordered an Esso Gas Card with the 30cents per litre offer (#[protected]). Today, September 26th when I went to pay for my gas and use the 30cent card the attendant told me it was empty - there was no amount loaded on the card.
I have the card and receipt from Esso showing zero $ available.
I would like to get a replacement card as I redeemed valuable Aeroplan points for it.

Client number [protected]. We ordered a Toshiba 43in 4K Ultra HD LED TV ([protected]) for 78, 500 points on July 27, 2017. On August 28, 2017 we were informed that the television ([protected]) was not available and they offered a substitute Sharp 43" 4K UHD HDR LED Roku Smart TV in it's place and we accepted that offer. On September 15, 2017 we were informed that our points were being returned to us! Now to get a television with 78, 500 points will not buy one anymore and the closest one is 139, 900 points and that is for a 40" television. I refuse to have you do that to me! I want my television or a cheque for the fair value of it and if you had any integrity at all you would do that however after many conversations with your customer service it is obvious you won't. Such action is FRAUD! I am going to report this to the better business although I see you are not registered with them.

My points that I had saved for over 15 years are now expired. I had close to 93, 000 points. I will not be collecting these points anymore as the effort into collecting them in the first place was so time-consuming. I think everyone should boycott Aeroplan like they did with Airmiles. I checked my email and did not find any alert emails. Lesson learned. No more Aeroplan. I will stick with the points that will not expire.

Amazing that companies like Aeroplan think telling their customers "sorry nothing I can do on this end. You'll just have to try again tomorrow." is acceptable.

I fly Luthansa ticket combination of Lufthansa and Air Canada flight segments. 3 of the 4 legs are picked up automatically as they should. KEF>YYZ the 3rd segment does not even though it has Aeroplan customer indicated on boarding pass.

You try and submit online after 14 days and you get error. So you call and try the workaround. "Sorry I can't do anything."

Customer service would be, "I can see your flight. I see you are submitting and getting an error. I have your information. I will follow up and take care of that for you. Our bad."

This is why encumbent companies are toast as disruptive new companies blow these ones out of the water.

Dissatified Aeroplan customer.
Alex (Calgary)
Aeroplan [protected]