I had roughly 30000 aeroplan miles remaining in my account after booking a flight in January 2018. I had contacted Aeroplan customer service shortly after that, and was informed that I had until May 2019 to use my miles again to ensure activity within the allowable timeframe. In April 2019, I found out all my remaining miles were removed from my account. When I called to enquire, it was explained that if I could produce a receipt from any of Aeroplan's partners, that that would enable the restoration of my miles. The agent also told me that I was sent an email in November 2018 indicating that I had to use my miles or they would expire. I never received that email, as I subsequently found out that it went straight to my junk mail. I explained this to the agent, and had her resend me the warning email again while we were on the phone...again, with her on the phone, it went straight to my junk mail. These are the only two emails I have ever received from Aeroplan, going back 4 years, that went to my junk mail...every other email I have received from Aeroplan seems to have gone to my inbox. This is very suspicious, and yet the agent blames me by telling me that I must have changed my settings. Again though, I never touched my settings as I had always been receiving all communications from Aeroplan except for, oddly enough, the email that served as a warning that I was going to lose my miles. When speaking with the agent, I told her that when I spoke with an agent in April 2019, they told me as long as I made a purchase at a partner of Aeroplan and provide that receipt, I will be able to get my miles back. I have a receipt from Costco within the allowable timeframe. When I mentioned that today to the supervisor, he told me that's not actually the case and that it had to be Costco online, and not just Costco. So at this point, I have been repeatedly provided with misinformation, only to produce what is asked of me, then have it changed again...all of which has resulted in the loss of my miles. I am not the only person that this has happened to. They are now telling me it's black and white policy, and that there is no recourse mechanism to even file a complaint. The supervisor I last spoke to today (Jason, employee # 1U) just hung up on me as I was trying to obtain a formal point of contact to which I could submit my formal written complaint to. I had asked for a copy of the recordings of the previous conversations I've had with the Aeroplan agents which would confirm the misinformation that was given to me. The supervisor said he listened to it and that I am incorrect, but would not provide me with a copy or replay the recording. So now, based on misinformation provided to me by the agents over the phone with Aeroplan, I am now the one who is out of luck with no miles and no recourse available to even file a complaint. That is pretty ironic for a customer appreciation/loyalty program. I know that I am not the only person that this has happened to, specifically with the expiration warning emails going straight to junk mail, as I have seen news reports, as recently as three weeks ago on the National. This seems to be an acceptable practice with Aeroplan.
I can be reached at [protected] or [protected]@hotmail.com for further information. Thank you.