Air Miles Rewards Program
Reviews and Complaints

I have been using both the app and the website for days now trying to book an Avis intermediate car rental at Halifax Stanfield International airport for pickup at 9:30 AM June 12, 2024, returning at 4 PM on June 19, 2024, for a total of 5119 dream miles, which I do have, and I get constantly told that there are technical issues, but when I try to call to talk to a representative I get put on hold until my phone dies. I simply cannot get through to Airmiles any way at all. This is totally infuriating and unacceptable.

Hi All

I redeemed a 200 drhs voucher out from 28000 air mile point in uae to use at noon application but till now i didn't receive any mail . I contacted the call center many times and they asked for my patience as they escalated to their management and now they stopped replying to my mails. Kindly let me what else should be done to receive my reward points voucher.

Thanks

I am so disappointed in the air miles rewards level of accessibility as well as the options for 'cash back' partners. I have tried to call air miles during their regular office hours at least 10 times, and was either disconnected, or recieved no call back.

Further, the in store shell partner is impossible to use without a physical card. I ordered a card nearly 1 month ago, and yet to receive it. I have been to 5 shell stores, all either not having any idea what airmiles rewards are, or not being able to process it at the till.

All in all, very disapointed.

Just called the [protected] about close to 100 dollars of missing miles and was told the math was right. There was no transaction record of the miles being used and me the only card holder did not make a transaction yesterday evening when miles went missing. So after trying to resolve the problem with customer service I was treated rudely and told that the miles were up to date and correct witch is far from the truth. You really should hire intelligent people to interact with the public cause this woman I spoke with around 8:30 am was very ignorant and rude and far from helpful. As far as I'm concerned she should be fired.

Tried calling since after October 2021, can never get through to speak to an Air Miles agent to resolve. Initially booked a trip online with my airlines for October 21, return Oct 28 2021, called Air miles to clarify trip and they offered to cancel both flights booked as better pricing or options when she did this. I noticed upon return of my trip in Oct 2021, I was still charged an extra flight for the return flight Tampa to Ottawa. I called MC, they would not file a dispute ZM9J63W

I've been a collector since 04/92.

Yesterday, sep.08/2022 I got my standard email that comes about once a month, sometimes more... And today, sep.09/2022 — I went to log into my my account to get an e-voucher and my name, information and all my points are gone... No transaction history — everything gone. What happened? Has the system been hacked?

On June 28th I logged onto my airmiles account and they had just released a PSS (Playstation bundle) my order was processed and on it's way. I since received 3 emails stating that there was a potential fraud alert on my account. I then placed my phones calls and was unable to get through. Yesterday I received another email stating the same thing and decided to try their chat function after not being able to get through yet again and the agent chatting with me told me that he was unable to help and I should call back in the morning. I did this and after 2 attempts I decided to use the call back feature. Shortly after I hung up the phone I received an email stating I cancelled my order? I did not cancel my order! So I tried to re-order the bundle and attempted to do so 16 times and I was not permitted to place the order. I held on the phone for 1:56:55 to speak to someone and was not able to get through. I received 4 call backs from an automated system saying that there are no agents available to speak right now and I was automatically scheduled for a July 20th call back. I just looked online right now and the bundle is no longer available. Attached is proof of my order and a screen shot of my time on hold. I have spent hours upon hours trying to get ahold of Airmiles and I cannot reach anyone. I would like them to fulfill my original order as this would lead to false advertising. If that is the case I would like to take legal action on the matter if this is not resolved.

[protected]

I have a “ jiffy lube” offer for 50 miles on a full synthetic oil change and only received 2.. please correct.

Regards

Normand paquette

Ps

My email is not going to get noticed because it is not long enough?

Maybe air miles is not for me..

The information you need you already have. It was sent via Jiffy Lube where you gave me 2 miles instead of 50.

I want to merge my husband's and my accounts. According to the web site, this can only be done through a live representative.

I've tried several times to call Air Miles and have even given them a call back number. Eventually, I get an automated call saying they can't return my call that day but would I like to schedule later in the week. When I say yes, they give me the option of selecting a time. I put that in and am told it is not available and would I like them to schedule something. I say yes and they come back with "Unknown/Unknown".

I am so frustrated.

I booked the Double Tree by Hilton Hotel in Regina through Air Miles. I received a Reservation Receipt from Air Miles. Air miles confirmation # am-[protected]. When I went to book in the Double Tree could not find my reservation and after standing at the front desk for an hour, they said that they would have to rebook me and provide my MasterCard # to them in the event that they had to bill me. They were not able to provide me with the double queen room I had been billed for at a rate of $143 + taxes and provided a lesser room 1 queen bed at $130 + taxes per night. I contacted Kelly at Air Miles on March 11, 2022 and was provided with an incident number PM 28439. She advised that if the hotel charged me that air miles would reimburse me in full and because I had booked with them, I would still receive my air miles points. If the hotel did not charge me that I would receive a refund from Air Miles since I received a lesser room. March 28, 2022, I received an email from Points Air Miles as follows -

PointsAirmiles

Mar 28, 2022, 2:00 AM

to me, PointsAirmiles

Good day,

Thank you for your patience while we worked on your case.

We understand this issue was escalated to our team, due to double charges.

As a result of our investigation, we found out that the hotel did not charge the Hotel supplier booking, only a 200 USD incidental deposit was required which has been already released.

Generally, it will be refunded to your credit card account within 5-7 business days after the transaction is completed, however it may appear on your next statement due to your credit card billing cycle.

Please kindly contact the hotel directly if you cannot confirm a refund.

We apologize for any inconvenience this has caused.

Sincerely,

Airmiles Hotels and Cars Customer Service

I replied the same day as follows:

Thank you for your email.

Let me see if I understand it.

(1) The Double Tree is to reimburse me? Would it not be air miles that reimburse me as the hotel gave me a lesser room for a better rate. Air miles has charged me on my Mastercard. Double Tree has not charged me.

(2) Please confirm what my refund will be. I calculate it to be $143-$130 = $13 x 4 x tax of 1.11 = $57.72.

I shall wait to hear back from you.

Thank you.

Kind regards:

Karen Cox

[protected]

On April 4, 2022, I called Air Miles again and talked to Evana. She said that someone from customer service would contact me in 3-5 business days. It is well past this.

Double Tree has never invoiced me and I have again checked my MasterCard statement.

Please finalize this by providing the refund as stated above in the amount of $57.72 to my MasterCard.

Thank you.

Please note that my phone number has changed. My cell number is [protected] if you should need to speak to me. My email address is karen. g.[protected]@gmail.com.

Kind regards:

Karen Cox

Bronwyn James Air Miles [protected]

Flight credit due to Covid flight cancellation K4N878G

Air Canada Airline information Code NDCCMO

Advised 24 month credit to travel from March 20th, 2020.

Air Canada did not resume flights to Australia until January 2022?

I flew to Australia November 5th, 2020 as my father was dying, I paid for a flight with another airline in order to get to Australia.

I contacted Air Miles to use my flight credit for my return trip. I was advised I had a return trip credit and I had to use the credited flights by April 19th, 2022. As I was already in Australia I asked if I could use the combined credit for an upgrade for the one-way return only flight and was told NO I could only fly economy as that was the original booking and that I will lose the credit for the other leg of the journey.

If Air Canada only resumed flights to Australia in January how are your clients expected to book a return trip by April 19th? I think his is unfair. Why can I not use the flight credit to upgrade my flight rather than lose points for a one-way flight? Why can I not at least be refunded the points for the unused portion of my original booking or have the flight credit extended for a more practical period of time?

I am now booked on Air Canada April 13th one-way Economy Sydney to Vancouver flight AC34 via Air Miles booking. Reservation Code SJWJTY Airline reservation 34ZBA7.

Thank you,

Bronwyn

We onyx gold members with air miles and have tried multiple times to book a rental car via phone system since it is unavailable online and are being told that due to longer then normal wait times we have to wait for a call back that is over a week away absolutely unacceptable given the global travel restrictions and are being advised that there is high demand and vehicle shortage. How is it possible that you can't even talk to an costumer service representative in a reasonable amount of time?

During the very beginning of Covid 19 I booked 2 return flights from YQR Regina to Halifax for 1 one week vacation. I used Airmiles card 8000264xxxx. Because of Covid 19 became extreme the flights were cancelled. I was given instruction to fallow up at a later date. I spoke to a very helpful person by the name of Ann. I was then instructed that I must rebook flights before Dec 19 2021 so I do not loose my Airmiles as well as the taxes and Fees paid by my CC. Now for several weeks I have been trying to get through to Airmiles. After several hours on hold over various days I have given up. As far as AirMiles and WestJet go I will no longer remain a loyal customer if and when this Covid situation is resolved. With new air carriers being brought on line I feel the as a Canadian and loyal WestJet customer I have other choices. I realize that a small savings account drained of it travel miles is nothing to big corporations but to my wife and I, after years of saving airmiles, we feel robbed. Now if someone could please rectify this, you will still have a customer but I seriously doubt any action to take place.
Good Bye both of you!
Gord McDowell

Lost Air Miles points. Who could use them except me the card holder.

I had about 35000 virgin airmiles I then paid to buy another 20000, I have now found out they have been taken away because of not using within 3 years, I was not amazed or contacted to inform me that this would happen, trying to use them was pretty much impossible, I can except grudgingly that the ones earnt from flying could be gone, but how on earth can they not refund the real money paid for the others

My name is Kafa K Khattab and I have been an Air Miles member and collector since February 2008 and my card number is [protected] and I have another card with card number [protected]. I have been using both cards on and off at different retailers and shopping centers especially at Metro.
I thought that I would have around 10000 Air Miles points because I often use these cards to swipe for points at checkout. I have never redeemed anything because of my husband and I were never able to travel due to medical issues which restricted us from traveling.
Unfortunately, when I went to redeem some of my Air Miles points at Metro because I purchased a lot of meat because they had it on sale, the cashier was very helpful and advised that the points were not only NOT being registered but that I couldn't redeem any points. She advised to speak with a manager at Air Miles points program because I am a loyal shopper and that all these times that cashiers would swipe my points, they weren't being registered which is what has happened at many other retail and shopping centers.
I spoke to a customer service representative at Air Miles as soon as I got home. I spoke to Gupreet and he was very unprofessional. He was belittling me and trying to tell me that I was lying. I continued to ask to speak to a manager and he would continue to put me on hold to check my account. He wasn't sympathetic to my medical stance and was not helpful to put back my missing air miles points on my cards. He continued to say that one of the cards was registered but the one I was using ending in 1864 wasn't registered when I explained to him that they both should of been registered because when I initially applied for these two cards at different times, they were both supposed to be registered. He made me feel horrible and continued to ask for my receipts and I told him where do I get receipts form all these places for the past 10 years. He was mocking me and this was very hurtful. I advised him that this treatment and misleading information was unacceptable. The representatives did not register my card ending in 1864 and I have been using both cards on and off especially card ending 1864. I need a refund for my Air Miles Points as soon as possible. I continued to ask for a manager and Gupreet told me aggressively that there were no managers now and he would have one call me back in 24 to 48 hours and it have been 9 days now. His actions were unacceptable and very belittling. I told him that I was going to escalate this matter to the Ombudsmen of Ontario, and he was lacking any regard to my feelings and emotions.
I am asking for full resolution and refund of my points as soon as possible.
This is unacceptable and Mr. Gupreet just made matters worse and I believe that he was taking things personal and taking our his frustrations on me that day.
Please respond as soon as possible.

Kafa Khattab

We are curious if it possible to get credited for our 4 night stay here in medicine hat at the rate of $70/night plus appl chgs. The bill is $379 and we are collectors of airmiles.

The card is [protected]
check in Nov 21
check out Nov 25
Paid by BMO Debit AirMiles Acct
we will be staying again from the 25th to the 2nd. How can we the incentive or points to account

In April/May this year I booked my 'flight' from Toronto to Strasbourg France for myself & my husband. (Then the flight I was given a FLIGHT to Paris CDG BUT A RAIL to Strasbourg. I thought it VERY odd, but was told THAT WAS MY ONLY OPTION. NO FLIGHTS. Today I received a call from Patricia saying there are issues & she is checking things out. WHAT a mess. (1) I wanted a FLIGHT to Strasbourg, NOT rail, but was TOLD there was NO option. (2) I was given NO INFORMATION about the RAIL PORTION, thinking I would be told closer to the date. NOW - SEVEN MONTHS LATER I find out it is a MESS & THERE IS A SERIOUS PROBLEM! THIS is our big vacation. I am paying a lot of air miles and AIR MILES has made a MESS of this. I NEED ALL THE CORRECT INFORMATION ASAP. I NEED THIS ADVANCED TO A SENIOR PERSON IMMEDIATELY. NanZ Mynerich H: 905/271-3001 My email is [protected]@hotmail.com The email associated with the booking is my husband's, [protected]@hotmail.com

I am very disgusted and upset with your reward program and your customer service.
I place an order with my reward miles March 12, 2019 using 1760 of my earned airmiles. I received confirmation #[protected] along with the letter stating it would be approx. 1 month to receive my order.
Two weeks ago I contacted airmiles and spoke with Jemina who informed me that you had no emails/confirmation of any order, she did note the miles had been withdrawn from my account and eventually did find confirmation but nothing about the item being shipped.She informed me she would " have to look into it and this would take approx. 4 days.
I did get a phone message from Jemina saying to phone her ( approx. 4 days after our initial conversation ) I phoned the call was answered by Lisa I asked to speak to Jemina, Lisa told me she was unable to transfer me.
Thus I had to start my whole story again and was told there was no information of an order. I then emailed Lisa my confirmation information I was sent by you and once again told ...she would look into it and follow up with me ASAP. I informed Lisa I would like a follow up ASAP and either have my item expidated to me or my airmile points refunded to my account. Lisa informed me it would be 3-4 days for a follow up.
As of today I had received no follow up and phoned again. Unfortenatly I did not get the name of the person I spoke with today. I did ask to speak to Lisa or Jeimina again and was told it was not possible to transfer me to these people.
I explained the situation again, and the person said my airmiles had been refunded to my account, when I asked why I was not informed she really did not have an answer for me. I then asked X 5 if there was a manager of supervisor that I could speak with regarding this whole situation.
This person at first refused this request and after repeating myself X 5 placed me on hold, came back a few minutes later said I was getting all you Information ready and transfering to a supervisor now...and I sat on hold for the next 20 minutes and finally hung up.
This person also had informed me that the miles were probably refunded because the item I ordered is no longer available. However I looked in the rewards on line cataglog and my item is still available for order.
What is the point of having an awards program if you receive this kind of customer service and treatment
A very unhappy customer
Denise Miller