I just spoke with Sandy from the Aeroplan contact center with general inquiries about how to collect miles after I have booked a ticket already and travelled. I recently found my Aeroplan membership and decided to collect miles.
The agent was not professional, sounded angry and rude, as if I shouldn't be calling in. I felt like I was attacked verbally when Sandy threatened to terminate the call, only when I told her to give me one minute to login to my Aeroplan account online and find the link she was telling me to click into.
I would definitely not recommend Aeroplan to friends and family, just for their way of attacking customers with insults and rudeness. There are many travel points companies out there. I really shouldn't need to feel attacked and insulted after calling them.
The Aeroplan rewards programs offers eUpgrade points which you can use to upgrade your seats. However, when I...
#Privacy is currently being help up. The term #digitalholdupprivacystyle is what happens when companies like Aeroplan tell consumers they have no choice but to have all financial transactional information be sent to Aeroplan from their banks like TD Canada Trust, American Express and CIBC.
No opt-out and it is mandatory if you want to continue with the program but none of this information is required to run the program, It is just a free data grab by Aeroplan with the express permission of their participating Canadian Banks like: TD Canada Trust, American Express and CIBC.
Wonder if the Canadian Bankers Association has any policies regarding #digitalholdupprivacystyle by its members.
I agree with Lemon Daquise who says that there are no business class seats available to Europe. I struggled to obtain the necessary points to fly business class from Vancouver to Europe 10 months in advance. Since its such a long flight, this is the only way I could handle it, without having my knees up to my chin and trying to survive the extremely close quarters of economy class. The last time I checked, there was a business class seat on a flight returning to Vancouver on one day around midnight, which wouldn't have worked for me. Otherwise it was flying economy to Europe and business class for a short second leg in Europe, which would cost me business class points for the whole trip. The plan sucks. Not only do they charge merchants extra when you use an Aeroplan credit card, you get hit with expensive yearly fees, and you are at their mercy when it comes to claiming your flight rewards. I am ditching my Aeroplan card and my hopes in ever trying to claim rewards that are promised, but do not exist.
Had an Aeroplan card since 1990. Program use to be the only thing that got me to fly Air Canada despite pitifully customer service.
Just a bunch of pampered snivelling pukes work there. All over the hill so far you cant see their tail lights.
The program has degraded over the years with the same sorry assed excuses. But today I go to change a flight reservation made in July because the dumb ### at Air China that I was connecting with kept changing their schedule until I went from a 2 hour layover to 9 hours. A story for another post. So I go on Aeroplan find new flights to connect to my new itinerary. The flights I want are there. but because I already have a booking I have to wait to change the reservation through the Aeroplan customer service pukes.
So now I have my new flight but Aeroplan mysteriously has absolutely no classic awards available. Thousands of flights were listed on their site the night before but now they have everything blocked out and I mean into next year. Air Canada and their scamming cohorts at A|eroplan will never see a nickel more of my hard earned cash.
Stay away from these companies like they have the plague.
Am an avid Aeroplan points collector but am starting to wonder if they are worth the effort: I have enough points to fly in Business Class which I like to do on very long flights BUT seats from Vancouver to Europe are IMPOSSIBLE to get even 9 months ahead of departure. Am thinking that Aeroplan is listing rewards that they do not actually have! I have tried to find out more about allocation numbers but noone is answering me from Aeroplan or Air Canada.
Does anyone know how to get some attention to this matter???
... Unable to book flights, nothing available for weeks at a time, another instance one day layovers in toronto for a trip to east coast??? Decided to forget canada, thought i'll try aircanada vacations so I could use my points, well, — not a chance, as well as 75000 of my hard-earned points aeroplan wanted thousands of dollars.. It actually cost less to book directly!! When I called aeroplan to complain I too was told by a supervisor (Probably the same person another complainant spoke with) that I should have booked last year.. Sorry rachelle, not everyone has that luxury.
Judging by the internet, complaints about aeroplan don't appear to have decreased in over six years & it sounds like it is the same complaints over & over... I use my credit card on the premise that I am earning rewards that I can use at my discretion!!..
I have requested cbc's marketplace investigate, & have filed a complaint with cibc... Please advise what action you have taken, or, if you feel that your complaint warrants looking into a class action lawsuit? I believe there is already one in place about aeroplan's expiry.
I booked a hotel reward for a specific date 1 week from the date of booking on Aeroplan's website. When the confirmation came through a few minutes after the booking I noticed that the date for the hotel booking was wrong and in fact were for the very day I was doing the booking. I presume this was a keystroke error on my behalf and so contacted Aeroplan immediately to make the change. When I reached an Aeroplan associate minutes after I received the confirmation I was flatly told that are no changes can be made within 48 hrs of the stay date regardless if a mistake was made in booking the reservation! I thought this to be ludicrous and tried to appeal to this associate's sense of reason that I should be able to change this reservation or return the points to my account because of this special circumstance. The Aeroplan associate said that she could do neither and the reservation is in place weather I use it or not! I asked to speak with someone else that can rule on this kind of situation and was told that there was no one available and that it would be a week before I would hear back from anyone. It has now been a week and half and no call from anyone at Aeroplan - although I did receive a questionnaire about my call on the quality of the service that was provided. I also wrote an e-mail letter to their VP of Member Services - Caroline Hagen which came back to me right after sending as her e-mail box is full!
It is sad that Aeroplan has gone this way. I can recall the early years of the program when they were more closely aligned to AC and service was a paramount consideration to them. I suspect that the executives and consultants managing the company now have created strategies and policy's that make it difficult to claim travel rewards, or make changes without sacrificing points. As a business consultant myself, I believe that the design of this company executing a loyalty program runs at odds with the main stakeholders associated with them (Visa and Air Canada). Having said that, Aeroplan's parent company Aimia continues to show good growth albeit at the expense of some Aeroplan members. Good luck to those other posters looking for satisfaction from this company.
Aeroplan took my accumulated miles claiming it was expired. They claimed they sent me an email advising it, which I have never ever received it. When I informed I had never received it, the agent said it was my problem, not theirs. Then the agent said if I could let them know date, time, departure / arrival airport, I might be able to get the miles back. So I tried. However, when I called back with such information, the other agent said she couldn't help me and I needed to provide them with the boarding pass and tick number. Hell, who would remember that after 6 months? When I told her what the other agent told me, she said then I should go talk to that person as if I can control who I talk to. I am very frustrated and determined not to take Air Canada again unless I absolutely have no other choice.
Aeroplan is the worst travel program imaginable. We used our CIBC Aerogold Visa for years - for the sole purpose of accumulating airline travel points. Over the last two years, every single time I have tried to book flights - usually months in advance to well known destinations - there are no available flights whatsover. Or if there are any (several days outside of our preferred dates) the travel times and amounts of stops are ridiculous, to the point where I would rather pay for the flight out of pocket than take those flights. I also tried to book a car recently using points - I wasn't even able to do that!!! even though there were loads of cars available to rent through normal channels from the same car rental company. Essentially I found I was unable to use my points for any flights that I wanted. As a result, I cancelled my credit card and have moved on to TD Visa Travel which allows you to use your points for any travel, on any airline, at any time you wish. Now all I need to do is figure out how to get rid of my Aeroplan points before they expire - another non-consumer friendly term of the Aeroplan program. Good riddance!! Anyone considering signing up with Aeroplan - DON'T DO IT!!
My husband & I were trying to book flights using our Aeroplan airmiles. The seats for aeroplan members are very limited. My husband asked the Aeroplan representative why direct flights and seats are so limited, and was told that "because Aeroplan haven't released all the seats yet". What??? When your loyal customers saved all these air miles thinking they can redeem and book flights, and you are telling them that you're trying to hold some seats until later??!! Like the other people complained...they have the worst time, and many stopovers available for aeroplan holders. What's the purpose of holding seats until later? Do they want aeroplan holders to book crappy seats and flights for now, and change later when better seats and time are available, so that they can also charge administrative fee for changing schedule? This is not fair. We are loyal to use the airline, but are not treated with priority. Can someone from Aeroplan respond to this?
Consistently unable to book flights using aeroplan miles, even when attempting to do so 8 months in advance. Also, unable to use pts to book hotel room in Toronto. Told they only have so many Aeroplan rooms available !!!?? This company is clearly misleading the public and there should be recourse-other than the courts-to address this sort of deception.
Aeroplan removed 4000 points off my account for movie passes on Nov.4, 2010 and said they sent them to me. I never received them and contacted them they were supposed to be reissued to me in Feb. 2011. I still had not received anything from them so I phoned a gain on June 17, 2011 and was told that i would be rebimbursed the 4000 points by July 1, 2011 to date they have not been put back on my account. Could you please check this for me and have the points put back on. I think this is terrible service!!!
I have had success booking rewards travel for the past several years... decent connections and total travel times until this year. Latest attempt to book a rewards flight from Winnipeg to Honolulu takes me to Toronto, Washington, San Francisco then finally to Honolulu. What a complete joke! For the amount I spend on my aeroplan visa to get 80, 000 points to use rewards travel to Hawaii I can fly United Airlines to Honolulu with one connection for $865.00. Keep up the great work Air Canada/Aeroplan...other airlines can pick up the slack when you cease flying!
I have yet to meet anybody who is a happy Aeroplan user. I have wasted so much of my time with this company it's now quite liteally a joke. I have just spent several exasperating evenings with this peculiar business and I have a story that is so bad it might be entertaining.
Let start by saying I understand that if you don't lose your points and you book a bazillion years before you travel, they are the best deal for your mile in town. That's why I signed up. But people: it just ain't worth it.
They pulled the stunt on me about because we hadn't used my wife's/kids points for so many years that the points that I earned were no longer ours to use. We lost close to 100, 000 points. Apparently they sent me a letter. I suspect that the letters got lost in a move but the fact of the matter is, I really don't want to have to read all the crap that we are sent by such companies. Every normal business knows that a deals a deal and you don't reneg on people just because they like to save the points for a big trip instead of using them in little bits. Oh, and speaking of using your points...
Have you ever tried to book your flights? Omigosh. It is pathetic! You approach your keyboard with bated breath thinking: "yay, I get to use my points and travel to Mont Jolie, PQ for free. Yippee. So much fun!" Then you try. Then you try again. Change the dates, change the hours, postpone, ... I think they make about one seat available every 4 months for the low price... that's the one I actually signed up for rather than the new rewards that cost you way more miles. I remember one booking where I had to over night in Winnipeg and then Montreal just to go across the country! They give that to you like it's a viable option!
But on to my story... I promise to keep this shorter.
I book on line. Happy day: I book a multi city flight for the fam to go across Canada and it says it's all good. I enter pages of required info ending with credit card #. Oops. In the intervening minutes while the website processes the transaction the flights are actually not available anymore. Ummm okay: must have been booked by somebody else. I try another combination. Yippee! It works again. I re-enter pages of info along with Mr CC. Nope. So you try again. And again. And... well you get it. I call the Aeroplan Customer Service. (The next day because their hours are so restricted) Hmm... they see it is available but you have to pay $30 per person just to do it over the phone. But this is website malfunction. Ahh yes: you must call the web site customer service. Call them (the next day because their customer hours are so restricted for Western Canadians). They so nope. Call usual guys. Call usual guys. Nope: call web site guys. Call and I get to talk to Stephanie. Give her history and she says I can't book such a flight on the website. I say I am doing it right as I talk to her and the guys on the customer service says it is, in fact available. She says to book it through them, then. I say that will cost me an extra $30 per person. She doesn't see a problem. This is the normal way they do business. They are perfectly content to bate and switch on their customers and waste hours of their customers time as they try to apparently book flights on the web when the flights are actually not available at all.
Okay, I admit. I for the first time, started to lose it a bit. I explained not all that calmly but not abusively that they had wasted about 5-6 hours of my time. She then chastised me for not listening to her because she had told me that there was not a problem. This is the way things worked. I had to call the usual guys. Can I speak to manager. Put on hold for several minutes. No. He's gone. What's your name. Just one moment sir. I wait several minutes again and she tells me. Where do we go from here, Stephanie? I'll put you through to customer service. Wait several minutes. Get voicemail saying customer service is now closed. Did I mention that their hours are restricted?
This is where I give up. I call my bank. I tell them that they can cancel the cc that I put over $100K on every year that earns me the privilege of dealing with this detestable company. That's the one I've been using for over 30 years now. I call up "the usual guys" pay my $30 extra per person and hope that I can dissuade any and all who will hear: STAY AWAY FROM AEROPLAN!
Kafka. Pure Kafka.
On May 25, 2011 at @ 2 pm AST I was forwarded to a Supervisor at Aeroplan as I was dissatisfied with information I had been told at booking and discrepancies between Airlines as to when I was told where to go tthrough Customs and length of time they had given me was not adequate enough to catch a connecting flight. Her name was carol and she told me her Employee # 16112 (whether she was being honest I'm not sure) She was incredibly rude, she talked over me and was condescending with everything I said, she made me feel very small with her bullying ways and cannot believe someone of with that kind of a personality could ever be allowed to enter that field. Unfortunately after she started laughing at everythuing I said I stooped to her level, called her a nasty name and hung up with nothing resolved. I would really like this to be investigated.
Aeroplan claims it sent me an e mail in December advising that my miles were going to expire in March of this year.
I NEVER got any such e mail, in fact tracking my e mails the last one I got from Aeroplan was in October of 2010.
They took 293, 000 airline points from me. The Aeroplan agent I spoke to who went by the name Gord seemed to enjoy telling me too bad. Said even if I didn't get the e mail (he just fell short of calling me a liar) that it was in all the newspapers and on the CBC, problem with that is I live in the U.S. When I asked to speak to someone higher up he said there is no one else higher up. He then said if I want the points I can buy them back at a penny a mile. It would cost me $2963.53.
These points were for emergency travel and this is the way Air canada rewards loyality?
I've been a satisfied Aeroplan member since 1990 up until now. Aeroplan no longer provides a reasonable selection of flights at the "Best Value Flight Rewards" level regardless how far in advance a booking is made. I always plan my vacations a year in advance and I have NEVER had an issue with booking reasonable "Best Value" level flights through Aeroplan in the past. Now the only reasonable flights available will cost you two to three times the points under the "Extra Access Flight Rewards". This issue is particularly noticeable when flying to the U.S. In fact, good luck to anyone trying to find an Air Canada flight to Florida for 25, 000 points. What you will find instead are flights on U.S. carriers with multiple connections. Bye bye Aeroplan. Bye bye Aerogold credit card. I have switched to the Capital One World Mastercard which offers much more flexibility and value.
For anyone having problems dealing with Aeroplan frequent flyer /loyalty program, I strongly suggest filing...
I have had my points taken twice from Air Canada. First, I discovered that my points had been taken the day before I had travelled. I was livid and attempted to contact them. The problem was that I had moved to the Middle East and couldn't phone them. Unfortunately, even though the rest of the world uses internet correspondance, Aeroplan doesn't. I did call them to ask why my points had been taken, put back on two weeks later (after I had already flown) and then removed again two weeks later but nobody answered the phone. I had never received any correspondance from them stating that my 62000 points would disappear and never got any response.
So I decided to give them another chance, especially since Air Canada seems to have a monopoly on international travel. What a mistake. I flew three times round trip England to Van. The last time I flew was December 2008 but, having had bad expereiences in the past, I was careful to only book through Avis when renting a car and used my card for approved hotels between Dec 2008 and the present. Turns out that I went to check my point balance the other day only to discover that they were gone again - 28000, this time. I was livid.
I waited a few days to call and have just gotten off of the phone. I was informed that only a few of the Avis locations are affiliated with Aeroplan (although Avis stated that all of their locations are affiliated) and that it was my problem. The woman on the phone was excessively rude (my husband was truly shocked by how rude the "customer service" rep was) and then put me on long distance hold for 20mins to "check on something". In the end, I was told there was nothing that could be done and that it was too bad. I couldn't believe it!
We've now decided we will never fly with Air Canada again. I am ashamed to say that such a substandard airline carries Canada on it's planes. I have been more than responsible in this matter but have decided, since Aeroplan and Air Canada are not held accountable for bad business practice and consumer affairs, that I can not endorse nor recommend this company or its affiliates to anyone. What a shame to have to boycott so many Canadian companies - and what does all of this say to non Canadians about Canadian business?