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1.4 205 Reviews

Aeroplan Travel Services Complaints Summary

20 Resolved
185 Unresolved
Our verdict: With Aeroplan Travel Services's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Aeroplan Travel Services reviews & complaints 205

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11:48 am EDT
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Aeroplan Travel Services rip off

We needed to use some of my husbands aeroplan points before they expire. I booked a hertz car rental. Three days for 17, 500 points. However, I still needed to buy insurance as I wasn't using a credit card that normally covers it. Cost $105 for three days. If I had rented a car at Enterprise and used my credit card the total cost would have been $120.00. So I just spent 17, 500 poiints for $15 worth of car rental. Feel totally ripped off.

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Ian Brett
,
May 11, 2008 6:07 pm EDT

I have been ripped off, over 43, 000 points.
Last month they were there, this month not - deleted due to inactivity they say.

Is there is class action lawsuit possible? I know I am not alone.

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pissedoff
,
Sep 15, 2008 7:33 pm EDT

WE BOOKED A ROOM USING AEROPLAN POINTS AND WHEN I WANTED TO ADD A NAME TO ROOM AEROPLAN TOLD US TO CANCEL AND RE-BOOK THE ROOM. WHEN WE DID THAT, WE LOST THE ENTIRE RESERVATION AND ROOM WAS NO LONGER AVAILABLE - 10 SECONDS LATER!

AEROPLAN SUCKS!

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lolly
,
Jun 03, 2008 5:22 pm EDT

upon the death of my spouse, I was honest with aeroplan and let them know. They wanted $427 to transfer his points to me. I should have kept my mouth closed and just booked via his account on-line! Lesson to all - honestly doesn't always pay!

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Ian
,
May 16, 2008 6:35 pm EDT

I must add my name to your list. I just discovered that all the 49, 000 we had accumulated were stolen by AeroPlan just 2 weeks ago. To get these back I must now pay $500. How can this be legal?

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Bernie MacMillan
,
Mar 11, 2008 6:15 pm EDT

Like so many others, I was ripped off of all my points without notification. If anyone knows of a lawsuit or any others means that we can get back what is ours, please let me know.

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Ian Franks
,
Oct 02, 2007 12:00 am EDT

I have lost 198,000 points because of inactivity. I realize this is probably now old news for many but is anything being done Aeroplans heavy handed tactics. Any help or contact regarding such things as class action suit would be appreciated!

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ihateaeroplan
Perth, AU
Mar 06, 2009 1:36 am EST

in other words, they made you BUY your spouses points. The heartless so and so's!

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Darrel
,
Aug 25, 2008 9:58 pm EDT

I think there is a basis for a class action suit with Aeroplan, not only scamming points, but now charging what they call a "combined tax" on the ticket of up to 50% of the ticket value. I booked reward travel from Victoria to Edmonton and they charged me $147.00 - my friend booked a reward ticket for the same trip, since we were traveling together and she only got charged a fee of $36.00. When I phoned back to question this, they said that Air Canada had leveyed a fuel surcharge that they had to charge me - BUT NOT MY FRIEND!

We need to collect info about this and to start a class action suit.

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Dale
,
Jun 07, 2008 9:53 am EDT

I am establishing a community of those ripped off by aeroplan's policies.
Write your experience to:
aero.disloyalty at gmail.com
I will share all on a soon to be built blog just for this topic and hopefully we can work together to get some response.
Thx

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Victor Wong
,
Jan 13, 2008 11:13 am EST

I just found out I lost all my Aeroplan miles because of inactivity. They to reinstate them, they told me that I have to actually pay them 1 cent per mile. So they want me to pay to collect points and pay again to get back what is actually my. I will never use AirCanada or Aeroplan again.

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4:34 am EST

Aeroplan Travel Services they added useless services to my ticket

I bought tickets from the company www.aeroplan.ca. It was awful, ‘coz they provided one price on the website, but they took completely different from me. When I checked my account and found out about it, I immediately contacted the rep, who started to explain me what this sum included. The difference in prices was really large. They are dishonest and add some useless stuff to my ticket. I really don’t recommend this company, so please share this info and post comments.

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6:53 pm EDT
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Aeroplan Travel Services rewards tickets

I have been an Aeroplan member for almost 20 years. The program has really started to become poor the last 5 years or so.
I am a top-tier member (Super Elite) and fly over 100, 000 miles and almost 100 segments a year - I spend ALOT of time on a plane. My loyalty has been unwavering over the years. However, the program has really started to become poor. Its becoming increasingly difficult to obtain reward flights (even though they appear available on the site). This has been a problem for at least 3 years, so I'm not sure what game Aeroplan is playing but I'm tired of it. I will be switching my program to Mileage Plus or some other Star Alliance member but Air Canada will no longer get my business and Aeroplan can kiss my...

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Aeroplan Hater
, CA
Jun 06, 2016 1:18 pm EDT

Yes, I agree they can kiss mine too. problem is they art too stupid to be able to find their own with both hands.Just tried to redeem some of my remaining miles (I have D black status) to buy a Costco gift card. Clicking on Add To Cart of course did not work. Silly me, what was I thinking that the website of the world's worst loyalty programme would work.
Phoned their technical service, long wait only to be told by some rude idiot that I needed to log off and log in again using a different web browser. What kind of BS is this? I don't think he really meant log off, just something that rhymes with that. That seems to be Aeroplan in a nutshell. Just awful.

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2:46 pm EDT

Aeroplan Travel Services the worst services and not recommended place to buy tickets

I wanted to buy ticket from the website www.aeroplan.ca. I have no idea why, but the website worked really slowly and the customer services ignored all my calls, messages and emails. I couldn’t open the page, so I couldn’t order the ticket. WTF? I was really furious that they ignored me and didn’t care about their customers. I wonder if there are people, who have the same problems and what have you done in such situation, please post comments.

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12:38 pm EDT
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Aeroplan Travel Services aeroplan elite 35k vs lounge access

I am an Aeroplan frequent flyer and used to love the program. In the recent years, it has steadily been working its way towards becomming a total scam.

I am Elite 35k and assumed I had access to the maple leaf lounges. Well guess what, I just flew from Montreal to Toronto which is a short flight and relatively cheap (hundreds of dollars) and had access to the domestic lounge BUT, then I flew to Lima, Peru and was told in a very degrading way by the lounge attendant that I was not allowed in the lounge having only 35k, that the attendance in the lounges was the highest they had seen and that they just couldnt let ANYBODY in. Anybody meaning anyone below the 50k elite status. I dont think I am in any way special having reached 35k but I sure think I deserve at least a little respect from a company to which I have been giving thousands of dollars year after year. But then, who care what I think, the attendance at the lounges and on the AC flights have reached records high. I just cant understand the principle, spend a few hundreds of dollars on a short-haul flight and get access to the lounge but spend thousands of dollars on an "oversea" flight and stay out of the lounge...just doenst make much sens to me.

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7:05 pm EDT
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Aeroplan Travel Services points not being returned despite medical reason

I am a religious Air Canada Aeroplan collector. I go out of my way to use every mechanism I can to collect Aeroplan Miles. I recently used these valuable miles for booking a round trip ticket for my parents from Ottawa to Australia return using 160, 000 Aeroplan miles. Unfortunately, my father fell quite ill which resulted in my father having to return via an alternate ticket (via Air Canada) given that Aeroplan could not find me rescheduled flights that could be used. When I called Aeroplan asking them for a refund of half the
miles and corresponding taxes, they said that they will not do this but my parents can re-use the ticket on a future return trip from that zone area (i.e., Australia or nearby places). However, given my father's health, he will not be able to take long trips any further. Given this, the return tickets will not be used. Therefore, given how valuable these miles are and given that it takes tremendous effort and expenses to collect 80, 000 Aeroplan Miles, my complaint is that Air Canada should be willing to accommodate given our situation of not being able to use the return portion of the ticket on Medical Grounds. I even informed Air Canada of them not being able to travel prior to their return journey on an alternate ticket booked (which was also on Air Canada). This I am sure gave Air Canada an opportunity to fill the seats using alternate tickets sold.

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2:02 pm EDT
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Aeroplan Travel Services customer service

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.

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12:08 am EST
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Aeroplan Travel Services upgrade rewards denied - the purchased fare class for this flight does not allow for upgrades

The Aeroplan rewards programs offers eUpgrade points which you can use to upgrade your seats. However, when I tried to use them on-line to upgrade my seats the request was denied. The reason was "The purchased fare class for this flight does not allow for upgrades". It's very disappointing to earn the status and the rewards and then be told that you're not allowed to reap the benefits.

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matsgone
ste agathe des monts, CA
Oct 12, 2014 12:22 pm EDT

I totally agree, AEROPLAN has become a very bad reward program.

I am 35k going towards the 50k Elite status and just found out, with the 35K elite, you are only allowed in the domestic lounges, not in the international ones. So if you pay a few hundreds dollars to fly from Montreal to Toronto for example you can access the lounge but if you spend thousands of dollars to fly oversea, you are not allowed in. Go figure, it was so frustrating I will be looking to fly another company next time.

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8:32 pm EDT
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Aeroplan Travel Services personal information violations

#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.

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2:52 pm EDT
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Aeroplan Travel Services no seats available

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.

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Aeroplan Travel Services scam

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.

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1:51 pm EDT
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Aeroplan Travel Services no seats

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?

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joseph mohan
, CA
Jul 23, 2012 6:35 pm EDT

i pay a premium for my aerogold card which collects aeroplan miles. but when i try to use these miles they tell me there are no seats. i'm booking in july 2012 for a vacation in mexico jan 2013. the agent has the audacity to say to me i need to book 11 months in advance. this is an absolute joke and something needs to be done about this aeroplan disservice

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lisa1don2
, CA
Sep 17, 2012 8:04 pm EDT
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I have a major complaint against CIBC aeroplan. I am never able to book a seat on a flight! It would take 2 days to fly from Prince George to Nanaimo! Impossible to get anything over the weekend. The same thing trying to fly to Penticton. These points are virtually useless.

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Aeroplan Travel Services travel bookings

... 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.

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Aeroplan Travel Services hotel reward

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.

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Aeroplan Travel Services aeroplan miles

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.

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Aeroplan Travel Services air reward program

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!

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Aeroplan Travel Services aeroplan cheats

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?

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Aeroplan Travel Services inability to collect rewards

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.

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larr
Castlegar, CA
Jan 16, 2014 12:46 am EST

I completely agree with the comments above but suspect that the only recourse may be a class-action law-suit against Aeroplan so they wake up and take notice of the growing dissatisfaction about their rewards program. As a bit of background, I live in Castlegar in the interior BC and our airport is served only by Air Canada (whose motto seems to be " We're not happy until you're not happy") so there is no competition at all. We pay among the highest cost per mile fares, land at the most remote and least accommodating sections of any receiving airports, and experience one of the highest flight cancellation rates in the country (our airports nickname is Cancelgar). Despite this, I have been a loyal Aeroplan member for ~20 years and formerly had great service and value from the program that offset my local difficulties. Over the past 2 years however, I have experienced increaing frustration with the inability to book Classic points flights even a year in advance to local destinations! Today I tried to book an Aeroplan flight for my parents from Victoria to Castlegar and return next August. Even though I recently achieved an Aeroplan dBlack status (which means I spent $50, 000 on my credit card and as a reward, will get more benefits and reduced mileage requirements), there were zero Classic reward flights available in the entire month either outbound from Victoria or return from Castlegar despite the fact there are 3 flights per day from the coast (and based on a lot of personal observations, I know there is often space on most of these flights). The best I could find was a Market Fare (which in my view should be renamed to "A Lot Less than Fair)" flight for 63, 000 miles, which means that I had to spend about $63, 000 for this "free" flight (oh, but hang on, I still have to pay taxes and fees!). This completely eliminates any of the purported advantages of the "new" Aeroplan "benefits" program because essentially, if you can't use the miles when you need them, they aren't much of a benefit. I am so disgusted with Air Canada and Aeroplan that in the future I will gladly drive the 3+ hours to the next nearest airport where I have some choice in what airline I can fly and can start collecting miles on a program that is less deceitful and controlling. I will also be cancelling my CIBC AeroGold card and going to a card that gives me more value for my dollars spent and more flexibility in flight rewards. To quote Howard Beale from Network "I'm as mad as hell, and I'm not going to take this anymore!"

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Aeroplan Travel Services lost movie passes

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!

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James Board
Toronto, CA
Jul 26, 2011 10:53 am EDT

I had exactly the same experience: ordered cineplex movie passes in December 2010, they never arrived, I inquired, they told me to "be patient", i waited months, they said that actually there had been problems with changes in the system and many requests had been lost and they thought it had all been corrected but somehow mine not; and still after that it took them 2 more months to put the points back: no apology or compensation, and it seems impossible to actually use or redeem the points.

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Aeroplan Travel Services points redemption

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!

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