Aeroplan Travel Servicesaeroplan miles

J Dec 30, 2019
This review was posted by
a verified customer
Verified customer

On 25th November I had a business trip to US and Canada. I was booked on Air Canada. Problems started when I tried to check in online but was unable to. I later found out this was because Air Canada had updated their reservations system changing ALL the booking references which meant online was unavailable to me. Poor. When I checked in at Heathrow I asked the Air Canada Assistant if there was a frequent flyer program. He told me he didn't know but I should ask when I got to Toronto. I duly asked when I got to Toronto and was advise that I should join Aeroplan but when I stood at the desk and attempted to do this I had multiple failures as the system did not accept that I did not have a house number. The ladies at the desk told me to ring customer services when I arrived at my destination and assured me that I could back date my mileage. It took me 2 days to get a membership again I was told because of the system disruption. 6 weeks after flying I have received no points for my flights. I have just tried to claim for missing miles and I firstly got an error message saying that I could not claim miles for flights on 25th November as I wasn't a member of Aeroplan!!! As a reminder this is not what I was told at the desk in Toronto but also I could n't join in Heathrow as your handler knew nothing about the program and I couldn't join on the day due to your system upgrade issues.
I tried to claim for the 2 further flights I took after joining (whilst on my 4 day trip) but again I got an error message. This time in desperation I attempted to ring your helpdesk but it is answered by an automated system asking me for details from my profile eg house number, last 7 digits of my phone number etc. When I put these into the system it states that this does not reconcile with the information on my account profile. I have tried 6 times, I have checked the information on my profile and all is correct. Is this some scam to avoid taking any calls from customers?
This is totally unacceptable. I am a member of many frequent flier programs but this is truly the worst I have ever attempted to be part of. It is wholly unfair that I have taken multiple flights over a short period and I am unable to claim. Please advise how I can proceed.
My Aeroplan number is [protected]. I flew from Heathrow to Cincinnati via Toronto on 25th November. My ticket number was [protected].
Please fix your system it is rubbish.
I wait to hear.

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions


    Unhappy consumers gather online at and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.