Complaint Rating:

Company information:
Aeroplan
Ontario
Canada
aeroplan.com

Not sure if anyone has gone to see the new Aeroplan booking site for reward travel, but it is the worst website I have ever seen! Even their technical assistants couldn't help!! I sent the letter below to the President of Groupe Aeroplan and President of Aeroplan Canada. Has anyone experienced the same issues??
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I am an Elite Aeroplan Member and have just been onto the new Aeroplan travel booking website. I called your Aerooplan technical support team for assistance to no avail and also tried to file a complaint and unfortunately no one there seemed to be able to help. Therefore, I thought I would try to write you directly so you hear what your customers think about your new product. While I applaud your desire to update the website and I trust the intent was to improve the customer experience, I wanted to express how frustrated I am with your new design.

The functionality of this website is EXTREMELY unuser-friendly. I am surprised and disappointed to see that while trying to filter results, there is no way to filter combination of flight segments which equal "Best Value" tickets. If this is some way to prevent customers from booking the best value point rewards, then that is a strategy that will lose your best customers in the long run.

Secondly, in my frustration, I finally called Aeroplan to help me find the flights that were Best Value and there was a $30 booking fee to book through an agent. The fee is unfair if the alternative is to spend my valuable time trying to decipher your website to book a ticket. As you should be able to tell from your records, I have booked several Aeroplan tickets online with no issues in the past and this is the first website version that I haven't been able to figure out.

Thirdly, the agent who commiserated with me on the terrible new website design did in fact provide flight segments which were best value. When I punched this same information into the Aeroplan site just to test it out, it came out as 25000 points instead of 15000 points.

My career is also in website design to enhance the consumer experience. I would like to reiterate that your new website is the worst example of improving a customer experience that I have seen in a long time. I would suggest that you revert back to the former version or better yet the version that was 2 versions ago as that was the most functional website that Aeroplan has had.