Aeroplan Travel Services

Aeroplan's customer service is completely irresponsible. I redeemed 14, 00 points for a $100 gift card that never arrived. It was a Mother's Day gift but it hadn't arrived by July, though it took them about 2 days to take off the points. I followed their complaint procedure.

1) I reported the problem in the logged-in section of the website through a form. Received a form letter saying they couldn't resolve the issue and I had to phone, which I did from my residence in Japan. I got a system that kept me on hold and then a representative quickly transferred me to another system that dropped the connection.

2) Wrote another form complaint about not being able to get through, received the same form letter as above. It was obvious at this point that only machines were "reading" the letters. Waste of my time to write them.

3) Called again long distance form Japan to try to resolve the issue. Quickly told the representative that I and was calling from Japan and not to let the connection drop. She did get me through to a live customer service representative, who told me that she would resolve the issue within a week. But she wanted me to send copies of the emails to another address, attention to her name, right away, which I did.

4) I never received a a refund or even an acknowledgment of the emails. I wrote another letter to her at the same address and received no response. Did this person abscond with my refund, I'm starting to wonder?

I consider it egregious that Aeroplan, an aggressive marketer, sending me WEEKLY junk emails of advertising specials , doesn't actually have to provide a product that you "buy". And they don't have the time to respond to customer complaints, obviously. If anyone has an address for a director or higher-up that I could contact I would be grateful.

In the meantime I recommend that you don't try redeeming through Aeroplan for things other than flights.

I have found out that even though my last statement shows I have 43,181. I am told today they have been canceled due to lack of activity? I have one more flight booked with Air Canada on September 11th. Then after this date I will not using Air Canada ever again.

I feel you have cheated me of those air miles and are becoming penny pitching? I will also let Air Canada know of my actions. You may save a small amount of money, long term you are loosing customers? I am writing to Air Canada this instant to express my displeasure. Also to inform them I will not longer be flying with them.

On my first service call to Aeroplan I waited over 20 minutes for a reply. On my second call I waited 39 minutes for some one to answer. On the third call I was able to talk to a person Shu Ho. Very professional!

He informed that there was no indication of the first call I made. That was no information about me talking to a supervisor. On the first call I was asked to look on the corner of quaker oats for a number? I feel the service I received, the loss of air miles, had lack of respect.

To the staff it may have all seemed like a big joke? But I was not laughing? Maybe it was just the true face of an organization that is beyond caring? I will be canceling ING Insurance, Marriott miles, and Priority club. With my cancellation will explain my experience with Aeroplan as just cause.

I now have a list of all associated companies with Aeroplan and will not use their business again. I have already prepaid for services like the Marriott conference center and a hotel in the uk during a visit but they will be the last time I use them, on concluding my business with them and closing down Marriott points and Priority club they will also be informed of my reasons.

What Aero plan did with its customers is disrespectful penny pinching and yet people let them get away with it? How can doing things like that be called improving customer service?

Beware people!

Regards,
Dave.

In good faith, we made a reservation in June 2007 for two short haul Canada-US flights in Aug using 15,000 Aeroplan miles. Due to unforeseen circumstances, our flights had to be canceled two days later (well outside the 22 day no-cancellation window) since we could not travel at that time.

The fee charged was $286.00 for recovering the Aeroplan points, or 102% of the original ticket price! When we called to inquire, the agent called this a "reasonable" handling fee.. I can imagine a 10 or even 20% charge, but not in excess of 100%.

BEWARE - The cancellation policy was NOT displayed during the web booking session; Aeroplan has refused to refund even a portion of the charges. It would have been cheaper to buy a cash ticket and throw it away.

All of my air miles have been removed from my account at Aeroplan because of no recent activity. I was not notified because they did not have my recent addresses. They did have my phone number and city of residence. When I called they said they have no leniency and they don't care if I want to hold this against Air Canada.

So much for having been a loyal customer!