Aeroplan Travel Services
Reviews and Complaints

Hi,

I redeemed my points for a hotel certificate. I waited for over one month but I never got it. I called in 3 times to find solution for over 4 hours. The first time, the rep told me that I don't need the certificate to book hotel. But I called back the hotel, they said I did need a actual certificate. That's why I called in to confirm with aeroplane. But after 30 mins waiting and transferred to different department, my phone was dropped. I called in again, after 30 mins explaination and waiting, the rep told me that my cerficate was returned back to HO. It will take one week to refund and anther 5 weeks to mail back to me again. I have hotel booked in 3 weeks. I cannot wait too long. That's why I asked to speak with managers but no one is available to speak with me. I have to wait another 24 to 48 business hours to ONLY speak with someone. I just want someone to help me to speed the process and I can get my certificate before the my vacation but the I have experienced unbelieveable waiting and non stop no no no from rep that is really not helpful. I hope someone can help me out

My email: [protected]@hotmail.com

I have been an Aeroplan card holder since 2008...card [protected]. Imagine my surprise when I got 2 confirmation emails from Aeroplan that points from my card had been used by another person! When I tried logging into my account it stated the card was no longer valid? When I tried calling Aeroplan, not once, not twice but 3 times I was on hold for over 1/2 hour listening to music each time. How are you supposed to get issues resolved when you can never get in touch with them. I have earned a lot of points and was never informed the card was no longer valid & then to add insult to injury that someone else has booked using my card number & points? I urgently need Aeroplan to rectify this matter.

Bridget Dussault

Hello,

My aeroplan number is [protected], my 13, 359 miles which I have patiently collected over a period of approximately 10 years have been completely canceled on June 30, 2017. I never received an alert email.
Unlike other members, showing in the complaints list, who bring up reasons like"being too busy" or "didn't need to buy anything", I would have loved to donate to charity, like I did last year, but they don't even show a record of my transaction, which I could provide as an attestation that I donated!
Please find attached a member stating she received an email stating that her miles were about to expire, so they are suppose to send an email.
Aeroplan certainly doesn't have a proof to have sent me an alert about the expiring miles! I request my case to be taken in serious consideration.
Aeroplan, if you can provide the email i will apologize and withdraw my complaint.
Aeroplan, please abstain from saying you are sorry.

Best regards,

Donatella Bozzi
[protected]@yahoo.com

Dear Sir or Madam:

I was on a full J Aeroplane ticket from PTY to MVD (55, 000 miles one way), and in the middle of the fight we were diverted to EZE.

I purchased a ferry ticket from MVD because my final destination was EZE. This was due to no availability on AP, and I would like compensation due to the mass confusion and completely unacceptable circumstances on this flight.

No announcement was made with details as to the reasons for our diversion and to make matters worse, rather than cancel the flight when we arrived at 130am en EZE, we sat on the runway for 3 hours until the flight was finally cancelled at 5am. Copa blamed the staff at EZE for not sending out buses to pick us up, and then eventually blamed the cancellation on weather conditions at MVD. However, my colleagues arrived at MVD airport at the same time on another flight from Brazil and had no trouble landing. No weather conditions whatsoever existed that would have prevented landing.

Copa was the airline operating the flight and as a Star Alliance partner, I was expecting the same professionalism that Air Canada and other partner airlines I have flown on, but sadly, this was not the case.

I did not use the return J ticket to MVD the next day as I reside in EZE, however, my ferry ticket could not be changed because we were not allowed to use our cell phones on board while we sat on the tarmac, so I could not cancel the ferry ticket.

I kindly ask that you respond to my email with a solution as I would like my ferry ticket reimbursed, or some type of compensation with AP for the unused J portion of my ticket.

Ticket # [protected]

I look forward to your response. Thank you.

Sincerely, Jennifer Farquharson

I recently submitted to get some aeroplan rewards. I live in the country and aeroplan will not accept a box number as a delivery option so I gave my work address thinking that my products (which is a coffee maker and 5 gift cards totalling $225) will be delivered through Purolator or another such delivery company. I received an email stating that my cards are delivered through First Class Mail. The address for my workplace is not an address through Canada Post and anything that gets shipped through Canada Post will end up at our Head Office in Nisku. I will likely NOT receive these cards as I NEVER get to the head office location. JOHN in Merchandise Department couldn't care less in fact he said "well that's the way our policy is, sooo"
So basically, wait for the 30 days AFTER delivery then call back.
I NEVER would have submitted my work address had I any idea that this would happen. So I pretty much will lose $225 dollars and Aeroplan really won't give a rat's [censor].
So much for Loyalty Program.

Aeroplan customer care service

P. O. Box 23000, station pointe - claire-dorval
Pointe-claire
Québec
Canada - h9y1k2

July 26, 2017

Subject: missing mileage
Re: aeroplan card no.- [protected]

On checking my mileage status, I found out that I have 0 mileage despite depositing several flights.
Please check my transactions and rectify my status under advice to me.

Thanks and best regards
Ramy

Hi,

I have been trying to book a car using my points online for over 2 weeks. For some reasons, at the end of the checkout, the system won't allow you to ''checkout'' and complete the transaction. I called 2 times and spoke with their IT support. I tried on 6 different computers from different location and it still not working. I did make a complain and requested Aeroplan to do the transaction for me as we are leaving soon and would need a confirmation for the car rental. Unfortunately no one called me back yet and I still can't complete the transaction. If the website is not working for some reasons, Aeroplan should have alternative solutions for their bookings.

I also tried to contact Aeroplane directly but they don't seems to have any customer service line except the # I called to redeem my points. Looks like they don't want their customers to redeem their points...

I'm hoping to have this resolved before our vacations

Regards,

Véronik Ménard
[protected]
[protected]@e-nov.net
aeroplan #: [protected]

We are trying to get flight points added to our profiles
Flight ac7610 on 9th june 2017 saskatoon to ottawa, (this was changed to ac 8016 saskatoon to toronto), flight ac8666 connection flight 9/6/2017 ottawa to new york (this was changed to ac 8856 toronto to new york
Kerry andrew renkema ticket no [protected] (aeorplan no [protected])
Lorraine jean renkema ticket no [protected] (aeorplan no [protected])
We would like to have these travel miles credit to our aeorplan account please, doing online keeps rejecting our submission

I would like to file a complaint against Aeroplan.

I logged into my Aeroplan account ([protected]) today and saw that due to me not using the program over the past year, that my Aeroplan miles expired. The past year has been difficult and busy. No I have not had time to use or add to my miles. And now to find them all gone is a huge disappointment. Aeroplan should not be tossing people's miles that they have earned through the program. One year isn't that long.

Should they not be reinstated, I will be deleting my account with you and cutting up my card.

I accidentally asked for refund for a flight, call the company and asked if they can reverse that and they told me no and it will cost me the normal charges to re-book it.
I know they can refund me the money, Westjet on the other hand shows full sympathy of the situation. I don't even know why I'm bothering to write this because I know Air Canada and Aeroplan could careless about complaints.

Their customer service is the absolute worst. My aeroplan card was attached to a previous credit card I had. The email address on file was hacked and I had no access to get my card info or log in. I had to contact my bank to get my previous aeroplan number to reset the account only to realize that my points expired. I called in and got jason, he didn't care at all about my issue given it was a unique one and I didn't just 'forget'. I asked to speak to supervisor who he said would not be able to get me my points back. I was transferred to a supervisor named rhonda #4p who was even worse than jason. She didn't care to hear my story and said it is very black and white and that they cannot assume I didn't get the email. I explained that my contact number and address was up to date and neither were used to notify me. She said they've got thousands of customers and will not reach out to every one this way. I then asked her why I wasn't even offered to pay the outrageous $30 fee to get these expired points back since this was not offered to me by jason. She just said "oh, well you can" no apology nothing. She said she will talk to jason since she wasn't on the call. I asked her to pull the call and that's when the attitude started. She didn't need to pull the call, a talk with him is sufficient and that this is irrelevant to the situation. Aeroplan, I just declined a credit card that has points with your company due to the attitude and lack of customer service your agents jason and rhonda had. When I asked rhonda for jasons employee, she responded that she did not know. His supervisor 'did not know' his employee number. Hire professionals and not uneducated people to represent your company. There has been law suits since 2007 regarding this and you guys are still not pleasing customers. If there is a way to get these points back by either purchasing a flight through star alliance, then why not just give the points back to people who spend their time calling in? Money grab. I rate you 0/10.

I need to fly from Calgary, Canada to Sofia, Bulgaria the first two weeks of July (be back by 15 or 16th of July). I have enough miles collected and want to use them for this flight; so, I did check tow times the availability calendar (on May 29th and 30th) and a round - trip July 2nd - July 15th (with 2 stops) worked well. Now that I had checked and I was sure I could use my miles in this exact time frame, I booked my vacation (on May 30th) with my company. Then came back home and tried to book my flight- but it was unsuccessful, even tough the availability calendar on aeroplan.com site was suggesting there are available flights, it refused to book it for me. Then I called aeroplan's customer support (today, May 31st) and they explained that these are "phantom seats" ?!
I am sorry, but the information on your web site is absolutely misleading and this is unethical. Now, that I have already booked my vacation relying on having to pay ~$750 for the round trip only, because of the misleading information on your website, I have to find another flight and all of them in this time frame cost more than $2, 000.
I expect that you suggest a solution to this situation.

Thank you,
Mariela

Aeroplan took away years of accumulated miles because I didn't fly for a year (different job). Years of accumulated miles were simply erased. I realize that they are not money, but they have value, how is it allowed to simply take these away like this.

to "buy back the lost miles is $30 + $0.01 per mile... so it is more expensive to buy back the miles and redeem them than to simply book a ticket.

They made me cry.

Call date: May 14, 2017. 11am
Aeroplan# [protected]
I called to notify Aeroplan that my miles from Home Hardware did not show up on my account. Because of this error, my points expired on March 2017. The purchase was made prior to this.
My desired resolution was getting my account re-instated so that I did not lose my miles, the loss of a few miles from Home Hardware was not a concern. The service representative told me to go to the Home Hardware store and ask them to backdate the miles. I was hesitant to do that, because it feels like Home Hardware would say it's an Aeroplan glitch and to contact Aeroplan for a resolution. I suggested that this was just a tactic to waste my time and give up on the matter. He then suggested that I just repurchase the miles for $0.01 / mile. Although it may be in Aeroplans interest to upsell the client by repurchasing the miles, I feel that the tactics used were unethical. Asking me to deal with Home Hardware to backdate the points (which is against their policy, and could be considered fraudulent is also unethical).
At this point, I feel that Aeroplan is being dishonest and purposefully unhelpful. This may explain why Air Canada is departing from the program. I hope that Aeroplan can better train their customer service representatives on the legal implications of providing false information and engaging in unethical behaviours.
Desired Resolution:
Re-instate Aeroplan #[protected]
Ensure Customer Service Reps received proper training

So I am disappointed with aeroplans advertising! The website said I could redeem 5, 000 points for a "Gold Costco membership" there were no details- nothing wordy. It seemed like a really good deal! Delivery was fast, just over a week... But the excitement disappeared when I received a voucher $50 off a membership instead! That is ridiculous! Unfair! And very shady advertising. I might as well of kept saving my points!

Every 12 months they wipe your points from you card if you don't use them! This is by far the worst program out there. I have been a member since 2006 and because of the 12 month expiry scam its almost impossible to accumulate any significant amount of points. Because of this i now have a whooping 6000 points, I will be cutting up my card. I am disappointed that sort of plan is allowed to remain, forcing people to shop certain locations to get a few points in hope you can actually use them be fore they kindly wipe the points away. and if you want the points back you have to pay a $ 30.00 fee plus 0.01 cents per point! It shows how greedy, cheep, and poor this particular company really is.

11 April 2017

Dear Aeroplan Management:

On Friday 7 April a family circumstance caused me to make a change to reward travel for my daughter and two children. I contacted Aeroplan and was put in touch with an Agent named Judy at the Vancouver Call Centre. I did not have much hope in making a flight change as the intended flights were being advance with only two days notice and it was the pre-Easter holiday weekend. Judy listened and over the course of an active half-hour telephone call she was able to accommodate all the changes required. I noted that consultation with her manager was needed and Judy saw to it that the rules were applied to my advantage not disadvantage.

I was very impressed by Judy's positive work attitude and customer focus. I was thoroughly grateful for the work she did. She reflects well on the Aeroplan staff and I would like to say thank you.

Ray Wlasichuk
6 Mallard Lane
Kingston ON
K7K 5E2

[protected]@cogeco.ca

I recently found out that my aeroplan points (5244 miles) expired on Feb 28, 2017. My card # is [protected]. My email address is also used for my son and daughter's aeroplan cards and I received an email that my daughter's card was going to expire soon. When I checked all of our cards online, I saw that mine had already expired though I never received a warning email. I checked aeroplan's website and phoned the retailer (Destination Toyota) where I last used my card. I had my car serviced on Dec. 2, 2016 but they never put through my aeroplan card #. I phoned aeroplan and spoke to a man who said there is nothing they can do even though technically, I "used" my card before it expired. He told me they sent an expiry warning email on Nov. 2nd which I never received. While we talked on the phone, he resent me the same email. I received it and it has a warning "this sender failed our fraud detection checks..." I told him this and that I check my emails and junk folders every day and never received their notice. I am very frustrated with this company! Several years ago, when aeroplan changed their rules and started to expire points, I lost enough points for a trip to Europe which they said I could get back if I paid about the equivalent of a ticket on sale so I refused. One year is too soon a period for points used for travel to expire. There are not many retailers where we can earn points and many people want to build up their points to pay for a trip. I can't believe that they will not honor my points especially since they expired only about one month earlier. It does not cost them to have me accumulating points without using them and if anything my points will lose value as in the future they are more likely to make people redeem more points for the same trip. Such strict rules on points cards do not make your company appealing to discriminating customers. I know you think we should be happy that we are receiving some benefit that you are not required to give out; however, the reality is that when you start offering these types of bonuses, people come to expect that they will be honored and your refusal has the opposite effect on your business. I am reminded of the previous times that I dealt with your call centre and the rude response I received. This type of behaviour is not the way to promote your company. I ask that you honor my use of my aeroplan card on Dec.2nd before it expired and grant me back all my miles.

Had a question regarding redeeming miles for flights vs purchasing with using miles. Have to email pages to show. If I understand correctly 2 adults flying from Vancouver CDA to Paris France and from Nice France to Vancouver CDA it would use my 90000 aeroplan miles plus about $2200 as a Silver . Going through Expedia the same flights would cost me $2500. Is this about correct? If so, what a scam! and I will be cancelling my VISA account as it is costing me over $100/year. Correct me if I am wrong via email "[protected]@yahoo.ca"

DD Arseneault

Early in March we ordered gift cards for Best Buy with Aeroplan points. One of the cards ($200) arrived sliced with what would seem a knife. Immediately we phoned and were told to send a photo of the damaged card which we did on
March 15th. Since then we have had no reply from Aeroplan. We have telephoned and several times + were told they would get back to us. Now
it seems we have to wait for the "back office" to remedy the situation. As of March 30th, we were asked to wait longer. There does not seem to be a way to get through to this "back office" . We would just like a replacement card send asap.

Aeroplan # [protected], Paul Simmons