Air Miles Rewards Program
Reviews and Complaints

I have $500 to put towards a vacation package but instead of being able to book online, I have to book through Air Miles phone number. When trying to get through, you must perservere. I finally got through to a human being and was told that she is going to book a call back to book my trip. Today is October 1, the earliest call back she could book was for October 21st at 12:30, with a 2 hour window! Really? Booking a trip these days is like watching the stock market with the prices going up and down, she thinks that waiting 3 weeks to book the trip is acceptable for a points system that is based on travel?

I have an Air Miles account and card that has been active since [protected]. I have never redeemed any points, i.e. air miles. Now and I'm trying to login to my account. I can input my card# on the website www. airmiles.ca and I am welcomed by name. I need help with my forgotten PIN. I have been on hold trying to call into a Care representative for 3 and a half hours. I am unable to Live Chat unless I sign in which I cannot do becasue I have forgotten my PIN. I cannot send an email requesting assistance because they want you to sign in and I do not know my PIN. I cannot reset my PIN because of incorrect profile information which can only be a mix-up with my old versus new phone number. I can not redeem my air miles and I cannot get assistance.

Got an air miles card approx 4-5 years ago. I have been using it when i fill up at gas stations for years. I went to log into my account recently for the first time and could not remember the pin I had set for it. So my first call to air miles was approx 3 months ago. A lady answered and was able to varify my account using some of my information. She updated all my current personal information and she said that she would reset the password and I could change my pin and log into my account. Needless to say this did not work and i was locked out of my account when i tried to log in (after waiting on hold for 55 minutes i might add). The second phone call to air miles occurred today (wait time approx 20 minutes). Was connected with a lady with a very thick accent and seemingly limited knowledge of the English language. She proceeded to ask me for my name and date of birth which i provided. She then asked for my telephone number which i provided, she then said no that is not your phone number. To which i replied yes it is, you guys updated all my personal information 3 months ago when i called. She then said can you remember your old phone number to which i replied no. She then said sorry sir there is nothing i can do for you to access your account. To which i replied there has to be other information you can ask me to varify my account. She then started to get irritated with me and raised her voice a little and said sorry sir without your old phone number I cannot unlock your account. To which i replied ok can i speak with somebody else, your supervisor possibly. She put me on hold for 10 minutes then transferred me to a number to which an answering machine answered saying they are closed. I looked it up online and the customer care center she transferred me to had been closed for an hour and 20 minutes.
IF this is not bad customer service then i don't know what is. Sometimes i wonder if these people have any brains in their heads at all. Totally disgusted by this.

I recently took a Westjet flight in Saskatchewan using my Air Miles. I noticed that I paid an admin fee (in addition to all the other fees) of about $65.

But the Air Miles website says that the service fee for flights is only $25. Why am I being charged an extra $40 for using my Air Miles?

I see the same issue as Westjet is happening with Air Canada as well.

If you have taken a flight using your Air Miles with either airline in the past year or so, you should email me. I am exploring options to recover these excessive fees.

It is best if you emailed me at [protected]@hotmail.com
Lorne Hoedel