The complaint has been investigated and
resolved to the customer's satisfactionResolved Air Canada Aeroplan Support Carlson Marketing — Redemption Rewards Services
resolved to the customer's satisfaction
AEROPLAN KAFKA REDEMPTIONS REWARDS CARLSON MARKETING
I redeemed Aeroplan miles for a gift card eight months ago and have never received it in spite of monthly emails and telephone calls with Aeroplan Support/Carlson Marketing. They have repeatedly told me they are whatever their problem is and sending it. Each month I call, they admit I haven’t received it. (They sometimes say they sent it to the wrong name, or the wrong address, or the computer ate all the orders).
In February and March they told me to be patient for the gift card, that they had sent it. In April, when the card still hadn’t arrived, they sent me a declaration form that I completed and returned. They promised to send the card right away. When that one didn’t arrive they promised to send another one in July. And then again in August. When I phoned again in September telling them after waiting 5 weeks it hadn’t arrived, they said they had sent it to Saskatchewan this time and then it had been returned because they had somehow been confused, but then quickly denied that. It is impossible to get a straight answer or the card I redeemed miles for. Maybe someone in Saskatchewan has the gift card. Please just use it! (I don’t live in Saskatchewan).
This week I finally after an hour circling the various Aeroplan contact phone numbers, I was able to annoy someone enough to let me leave a message for a supervisor He emailed me Monday to say he would telephone. He did not. He emailed me the next day to say he would telephone late that afternoon/evening. I changed my plans to wait for the call. He never called. Days later I still have no response to my phone/emails about that and no gift card. The aeroplan website sends you to <[protected]@carlsonmarketing.ca>
(I also redeemed for movie coupons in December, 2010, and after months of emails and phone calls to Aeroplan/Carlson and being told to be patient, they admitted they had never sent them: there was some computer wipeout in December. It took me however another 4 months to get the coupons from them.)
I have also tried to get assistance from Air Canada Customer Support, and "Aeroplan" aeroplan.[protected]@aeroplan.com, they claim they cannot assist in any way and suggest I call Aeroplan/Carlson Marketing.
“We regret to learn of the issues surrounding your mileage redemption; your frustration is understandable. Unfortunately, the Aeroplan Correspondence Department is unable to address any queries regarding mileage redemptions for gift cards and merchandise. We would ask you contact the Aeroplan Rewards Support via email at <mailto:[protected]@carlsonmarketing.ca>[protected]@carlsonmarketing.ca or by calling the Activities and Merchandise department at [protected].
Your cooperation is appreciated.”
Air Canada is completely unaccountable and unresponsive and I wonder if Aeroplan too is not under Consumer and Corporate Affairs that it can rip people off in this way? Who can I complain to about Air Canada and Aeroplan, these miles are not redeemable. Financial Advisor Ellen Roseman did a story in 2007 on Aeroplan v Air Miles, showing Aeroplan was not good value. And the customer service is appalling.
If you are tired of the Kafka loop within the Aeropan website which gives you no access to getting your questions answered, try and surprise Carlson Marketing directly, the group that Air Canada sold Aeroplan members to years ago and that is doing an even worse job than Air Canada ever did in customer service.