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?
I wanted to share my experience with you on using my Aeroplan points. The bulk of my points are collected using the CIBC Aeroplan card which I have held since 1994.
I have booked many trips in the past using the Aeroplan points collected using the credit card + flying with the airline.
I have been attempting to book at trip online to Florida for the past weeks using my points to get my family there for a vacation. The dates we get are not that important.
Traditionally you need to claim 15000 miles for short haul flights and 25000 miles for flights anywhere in North America. What Aeroplan has now stared doing is rewarding with connecting flights for these point levels. No one wants a connecting flight when a direct one is available. Thus for me to get on the direct flight from Toronto to Ft Lauderdale I need to use up to 55000 miles for what you should get using 25000 miles.
The Aeroplan program has dwindled in value over the past years to the point that is it basically a fraud. For them to simply choose the number of miles required for the reward is on the verge of fraud. The points required for a flight have in the past been and should be fixed.
I would recommended that everyone stop collecting aeroplan points and focus your efforts elsewhere. I will be switching to the Capital One Cash Back credit card now that simply rewards cash to you.
We ordered two Olympic coins on October 30 and it is Feb 10th and one coin is still not received. One coin was received in January. We have called 4 times to no avail. Now they tell us it was shipped December 29th, however after pushing they changed the ship date to January 19th and indicate that we have to wait 6 more weeks to see if the shipment shows up. In further investigation we found out that the order was not placed by Maritz (Aeroplan provider) till December 14th a full six weeks to place an order. It is unbelievable how terrible Aeroplan performs and how bad their provider Maritz is.
We lost over 80, 000 air miles. To top it, we had a qualifying transaction within the year but Air Canada / Aeroplan did not see it. So they reset the account. I have sent several reminders for the transaction but they will not acknowlAedge. They just keep saying at the call centre that they have no record. But at the same time they say it is easy to get the air miles back by buying it for around $1, 000 plus taxes and transaction fees.
Sounds like pinching loyal customers for quick money knowing there is no alternative in Canada and that most US airlines are partnered up with Air Canada in the Star alliance.
Air Canada sucks. Aeroplan sucks.
We discovered last week that almost 100, 000 point accumulated from travel on Air Canada as a loyal passenger over 15 years have been seized from my account. There was no snail-post advising us about this nor do I recall any email.
During the last three we have been totally uprooted from our home because of a major fire. Now that we are back, it comes as a rude shock to find out that we do not have the Aeroplan miles to get a much needed break.
Aeoroplan says we can buy back our points but it would cost over $1100. This is totally unethical and adds insult to injury. Oother loyalty plans such with Delta and NorthWest keep us fully apprised of any changes to their plans. Why not Aeroplan !?
I was considering a trip from Toronto to Philadelphia using my Aeroplan points and I was astonished to find my free flight would cost and additional $173.84 in taxes and surcharges. Had I booked a cash-fare flight the same taxes and surcharges would be only $121.07. I phoned Aeroplan and gave up after 15 minutes when I could not get a human to answer my call.
Flying Air Canada is bad enough. Now I am fed up with Aeroplan too. Once I finish using my points it is game over. I'll just book online and pay the going fare using a travel search engine. Better still, I won't be paying that $120 annual credit card fee to CIBC for a rip-off service on an airline that is pure crap.
Tried to order a Delta coupon for a stay that I had planned (2 weeks ahead of time) Was told that they don't have the voucher system any more (I get junk mail from Aeroplan every day - but never informed about this change)
Booked my stay and then tried to order the gift card on line - but the disclaimer said the card would take 4-6 weeks to arrive. Tried calling customer service and someone finally answered after holdig for 20 minutes? and the line dropped and went dead - called back and someone finally answered - I asked about ordering the gift card and was told I could only do so on line. I aksed about expiditing the delivery of the card and was told that was no longer something that aeroplan offered (AGIAN - I get junk mail from Aeroplan every day - but never informed about this change)
So my options were - order a card and reduce my points for a card that I may not get in time - that will expire in 12 months that I may not use before it expires (assuming I get the card at all) and in the end loose 12500 points and get absolutely no value at all. I opted to pay for my stay at the hotel with cash and save my points for flights. Hopefully the rules won't be so screwed up by the time I'm ready to book my next flight.
Tonight, I went to cash in Aeroplan miles for a Christmas gift only to discover the points had been deleted because it had been a year (Oct 21, 2007) since the last activity. Their supervisor told me an e-mail was sent but I ne ver saw it and went throught the spam without success. AT the very least a canada poost letter should eb sent.
What a micky mouse program & organization. I will withhold my custom from Home Hardware and Air Canada in future. I will also let them know the reason. This is outright robbery!
I have just discovered that, like a lot of people on here, I have had my Aeroplan points seized -- 130, 000 points.
A lawyer friend of mine who like myself doesn't mind tilting at windmills are going to put together a class action lawsuit. We are looking at unjust enrichment as a start and have some other creative ideas. He is smart (won a case last year before the Supreme Court) but not in bed with big business.
I am putting together a foundation to fund this and other injustices and need as many people to come forward as we can to be additional plaintiffs in this case. What Aeroplan did is unconscionable and we need to bring them to account for it.
I look forward to hearing from you.
I just found out, whilst checking my Aeroplan account after depositing points earned via another promotion, that Aeroplan deletes over 49, 000 points without notification. When I called up to enquire as to where my points had gone to, I was met with rudeness, veiled with indifference.
They clearly had record of my points in their system (which I had been accumulating since 1999) but were unwilling to return them to my account, claiming that I was sent a letter regarding my account. When I informed them that no such letter was sent (nor were there any emails) their only response was the insistence that, according to their records (which were erroneous) a letter was sent as a supposed courtesy to customers, . However, if the letter was not received then the onus was still on the customer to be aware of any changes to Aeroplan policy and that Aeroplan was within their rights to chance policy at any given time. So, what does that imply? Are we (customers) supposed to be mind readers or do we have to contact Aeroplan on a frequent basis to see if they have changed the rules on us again?
For the record, I have had the same mailing address and email since joining Aeroplan and am quite sure that no letter or email every arrived from Aeroplan regarding this issue. Had I received notification or had any inkling that my semi-precious Aeroplan points were in peril, I certainly would have done something to safeguard nearly 50, 000 points that I had earned through this mockery of a customer loyalty rewards programme.
Just found out that my account is closed and my miles are gone. I did receive a letter in the mail on the 10th of May 2007. I interpreted the letter as having 12 months starting on the 1st of July 2007 to record activity in the account and retain my mileage. The Aeroplan guy did agree with me that the letter was confusing and could have stated more directly.
In turns out that what they meant to say in the letter (dated 10th of May 2007) is "you have until 1st of July 2007 to record activity or else your account will be close and mileage gone."
Now that would have been clear. Let me k now of any class action lawsuit. I'll gladly join.
I lost over 30, 000 miles without proper notice..I called today and the woman told me that the only thing she...
I have been collecting Aeroplan points for some time now and held some 225,000 points... I was booking a trip in December 2007 only to find that in the summer Aeroplan had canceled all my points for lack of use in a 12 month period. They said that was sent an email informing me that unless I used some of them (for example $25 worth of gas) that I would loose them... what a joke!!!
I checked and my internet service provider was marking all the incoming Aeroplan emails as JUNK... so I am out thousands of dollars in travel benefits... the Canadian Government needs to step in and deal with this.
Here is a copy of a letter I sent to Aeroplan earlier this week. Rupert Duchesne President & Chief Executive...
Jan 3, 2008
I was checking my account today to redeem aeroplan points, only to discover that my account was wiped clean of 127,383 points. Apparently, my account was inactive and a gap of 2 1/2 months before I resumed use of it. Because of this time frame, Aeroplan wiped away 127,383 miles/points. They did say that I could buy them back at 1 cent per mile ($1273.83). This would mean I would buy back what I had already spent money on.
If I had known about the dormancy policy, I would have cashed in for some gift certificates ar a trip for two.
Are there any lawyers willing to fight for the little guy ?
Aeroplan's customer service is completely irresponsible. I redeemed 14, 00 points for a $100 gift card...
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?
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.
Like many of the people who have expressed their loss of Aeroplan Ponts, I am in the same situation...
All of my air miles have been removed from my account at Aeroplan because of no recent activity. I was not...