Aeroplan Travel Services
Reviews and Complaints

I acquired an Aeroplans credit card (through TD) so I could earn points to purchase airline tickets.

Last week I tried to book a flight to Madrid that was available if I went to the Air Canada site and didn't mention Aeroplan.

As soon as I tried to take advantage of my Aeroplan program there were no flights available.

But the flights were still available and I subs we had to book them without making use of my Aeroplan points.

The other issue is that it is apparently impossible to reach a real person had Aeroplan to discuss issues like this.

Craig Robson [protected]

I used to be in Aeroplan number [protected]. Recently I flew to California and tried to register the flight with Aeroplan but the number was not recognized. I tried to address the problem online and by phone but kept getting no where. At one point the system apparently was sending emails to an address that was closed over 10 years ago. I tried opening a new Aeroplan account but the system rejected the request with a message that an account already exists for my name and email. I was never given the option of speaking to an agent.

This non-service is TERRIBLE and very frustrating. Please phone me to deal with this.

David Steinberg

[protected]

Ottawa

My Name: Bartholomeus Neyens

Aeroplan number

Complaint regarding miles for flight AC833 on September 5th 2023.

When I booked my flights from Brussels to Montreal and from IAD to Brussels thru United Airlines I chose the option to book all miles towards my mileageplus account.

My miles from Brussels to Montreal where booked on Aeroplan. This means I will lose my 1K status from mileageplus next year.

I finally managed to get in my account recently and found that on July 5, 2023 under Aeroplan store a reward gift card order id AC58278405 and a deduction of 7000 points were made from my account. Can you please explain this as I have never asked for or received any gift card from you.

I look forward to your answer to this.

Noreen Simons Aeroplan number [protected]

[protected]@rogers.com

I have a six month flight pass that started in April. I have only received rewards for april and May. I’ve been calling and emailing for the last two months almost weekly to get my points and mileage that I’m owed but I keep getting the same response that they will get it rectified as soon as they can. I understand there are a lot of cases but they are now limiting my ability to use the rewards as I want. I have yet to get a definitive response other than “wait” which is not helpful. Can someone get back to me on this?

I sent this message to Air Canada / Aeroplan on April 16, 2023.

I have been attempting to contact Aeroplan for weeks now. Your website only tells me to call [protected] but I am then placed on hold for hours (I usually hand up after 3 hours). No one is answering. I have no other recourse but to send this email.

I need another Aeroplan Card. Simple... just the card that says I am 25K and my number is [protected]. I need this to show at stores, and when I check in for flights. I don't want a credit card, nor any other card pushing your credit arrangements. I just want an Aeroplan Card. Without it, I am finding that I am re-directing my purchases to stores that accept other loyalty cards (and not Aeroplan).

Please send the card ASAP to my home address:

3547 Irwin Court, Mississauga, Ontario, L5L5 4W5, CANADA.

Thank you, Paul Regan [protected]

They sent back an email same day, containing the following:

"rest assured that an Aeroplan representative will get back to you as soon as possible"... "there is no need to re-submit your information. We're on it!"

6 weeks have passed. No one has gotten back to me. I still do not have my Aeroplan Card, something that I once valued, although diminishing daily. I have over 600,000 Points with Aeroplan, and am a small business partner.

Paul Regan [protected]

I have been an aeroplan member for nearly 30 years and I’m appalled at how much the points have increased to fly within canada.

My wife and I required 50,000 points to fly from northern bc to St. John’s , NL but now we require anywhere from 120,000 to 200,000 points. This increase nearly makes in impossible to fly for the average working person. I keep hearing the same excuses from aeroplan and air canada that it’s more flexible but I personally do not see the Benefit anywhere nor the flexibility only the points needed to travel have tripled and yes the cost a of flying have increased but not the amount the points have increased. I am currently using all my aeroplan points and then switching to west jet and their rewards card because aeroplan is not feasible. I guess my 28 years of being a member does not mean anything.😡

I've been trying to get my credits/rewards for an international flight purchased with Air Canada on February 5, 2023 since March and can't get any answer.

- My trip started on February 18th, I returned on March 12th.

- I wrote a complaining on the 10th of April after trying to resolve via website (where my flights history simply disappeared) and several phone attempts.

- Today is May 24th and I don't even have a response, an estimate, an attention.

At the time of purchase, on the Air Canada website, I added my Milleage Plus number (United Ailrines), but to this day I was not credited.

* It's worth mentioning that the system was very slow and presenting errors on the date of purchase, including taking a long time to complete the entire transaction.

The departure flight was canceled by Air Canada less than 24 hours before departure and replaced by a United flight. As proof of this episode, I sent them the following documents:

- Original Boarding Pass

- Flight cancellation email

- Refund receipt

- United Flight Receipt

I also attached the E-Ticket of the return flight, this one operated by Air Canada on March 12th.

My name is Carolina Guerreiro de Salvo and the booking reference from Air Canada is: 4I98R7

HI THERE,

I am writing to you as a 30 plus year long standing Air Canada and Aeroplan customer and former flight attendant in 1980 and 1981!

I need to go to San Francisco for a few days to attend a meeting and asked my wife Penny to look up the fares and of course check Aeroplan and see if we have enough points and maybe we use points instead of paying cash, as that's what they are for no ?

Well, I was shocked to say the least at what I found,

1) A regular economy non stop round trip ticket to purchase on Air Canada was $727 cash as of this morning.

2) When we checked on Aeroplan,( 8 am ) it was originally 33,000 points plus $100 in taxes for a round trip economy ticket . This seemed very reasonable.

Once we went to the redemption section it changed to 44,000 points and $700 cash.

Why on earth would anyone use 44,000 points to save $27.00 in cash?

Post covid, Aeroplan has obviously radically changed the redemption grid without telling us , the customers.

Why on earth would I continue to go out of my way to fly Air Canada when we are getting totally hosed on the points redemption model.

Your new grid is totally uncompetitive and in fact I would argue it is border line predatory.

Best regards,

Rick Groome

Areoplan # [protected]

We have planned from Toronto to Vancouver for march break.
2 yrs ago. 4 family members abt 120k aero point
Now its 300k.
I have been only using TD credit card to collect 300k one year!
It was a crazy stupid decision.
So, last night I booked 4 round tickets for mar 12- 18th comes back.
Got a reference number. (I took a pic.)
Hotel, ski, and car rental all done. (took pics)
Then this morning my booking is canceled.
Since this morning, 7am till 755pm
I have called aeroplan more than 20 times. Wasting over 4 hrs on the phone. Impossible to talk to person or help.
Input my booking number, and card number. It just goes hanged up.
[censored]!
Called Air Canada revenue? Guy said they see booking canceled cannot do
Anything have to call aeroplan. Waited another 58 min, no answer. (took a pic)
Is there any number, actually talk to person. Can solve this?
Or I will email. Air Canada CEO who is getting one of the most expensive salary from taxpayers money.

I travelled from Delhi to Toronto on December 9th 2022 by Air Canada. I am trying for the missing Aeroplan points . When I try on line it says account is invalid. On phone they never give an access to customer service representative.

Tried [protected] so many time. It is strange that they gave me points fro my YYZ to Del flight on the same ticket but on return ticket - INVALID ACCOUNT.

Will some one from aeroplan will contact

[protected]@hotmail.com

Thanks

Navjyot Dhillon

I am writing to a request a refund, remedy, and apology. I will also ensure to communicate my horrific experience through other means/channels.

I used my Aeroplan points towards a return flight from Guatemala to Toronto (layover in Panama) Before leaving, I called the Air Canada about travelling with my dog. They charged me for the fee for adding a pet. The following usequence of events happened.

1. Copa Airlines in Guatemala, made me buy a ticket for almost 400 USD plus 160 USD to add my pet, because it was the only way they would allow my pet on board

2. They did not send my luggage’s direct, Instead, I had to pick up my luggage in Panama (layover). Which entailed the following - going through immigration in Panama, taking a bus to return back to the correct terminal, to stand in line for four hours in order to wait for an air Canada attendant to check in my luggage, that should have gone direct in the first place.

At this point I am ready to see if a news channel would publish this story, or perhaps finding a Director level to raise awareness of the horrific experience I went through.

Overall, I have been maltreated, threatened, paid over 500 US dollars because they couldn’t add my pet in the travel ticket that was paid with points. I was threatened with two choices, leave my pet behind at the airport or pay the money! Further, the inconvenience of the trip was atrocious.

Please! I ask that someone cost out this injustice, and rectify what needs to be, as I want to do this the amicable way before seeking a lawyer.

Samuel Shene-Gerszenfisz

17 Rue Alfred Engel

90800 Bavilliers

France

[protected] Res

[protected] WhatsApp

[protected]@gmail.com

AEROPLAN Number : [protected]

Via my American express membership, over number of years I have accumulated over 65 000 points, I'm trying to book a flight to Canada and can't do it due to unbelievable complicated Aeroplan system.

Please help me to up-date my membership and allow me to book a flight.

My husband has passed away and I sent a request to Estate Solutions on April 18 to have his points transferred to my card. I provided all the necessary documents and information. It has been two months now and I still don’t know when I can expect the points to be transferred.

I emailed the Estates Solution but only get an automated email back. I called Aeroplan and the agent said they cannot tell me when to expect my points to be transferred.

This is extremely inconvenient as I would like to book a flight, with my points, to Phoenix, AZ for the first week in September.

I think waiting for over two months for points to be transferred is unacceptable. And not being able to find out how much longer I have to wait for the points to be transferred is extremely inconvenient.

If the points are not transferred soon, I will need to book on a different airlines using cash.

Kind regards,

Angela Johnston

Hello - Since early April I have been trying to book a hotel using my Aeroplan points with no success. Each time I receive CODE 101. I have called the number on the screen (CX Loyalty Dpt) numerous times (20) and have spoken with Olga, Jenny, and Sekou. All of them have been polite but have not been able to provide help. It has been a frustrating couple of months.

I spoke again with them this morning, specifically with Sekou; he told me my case is a case of national security and that I must call the Canadian Government. The clerk said the problem is my name. I asked where exactly shall I call and he said - you need to do your own research. I have asked several times to talk to a supervisor/manager and the response has been, it is not possible.

On April 12, 2022 I had a flight booked from Vancouver B.C @ 8:45 pm flight cancelled due to storm in Winnipeg M.B Had to stay in Vancouver for 2 days and flew to Winnipeg on Thursday April 14, 2022 @ 8:45 pm

Sent in for my Aeroplan points and they only gave me 289 points instead of 1157 points which i get when I fly back and forth from Winnipeg to Vancouver and back every 2 weeks. Fight # AC 296 Aeroplan # [protected]

Cancelation was by the airlines not by my choice and if we would have flew out at 8:45 pm Vancouver time on April 12, 2022 we would have gotten to Winnipeg at 1:26 am

5 hours before the storm came in.

I believemy aeroplan miles may have been compromised; hacked, my personal information stolen, accounts stolen including my virgin mobile account, credit cards including my td aeroplan card. My name is jennifer brown [protected]. I have made several unsuccessful attempts to contact you in person as I have been locked out of my account that subsequently have never used!. Last year I spoke with a customer care specialist who ensured me I had effective may or june 2021a total of 84,524 miles not including not yet posted transactions. My account I have never used I find out over the phone is locked. No kne can tell me what my points balance is. It should be over 120 000 miles because not only have I never registered an online account ive never zpent one aeroplan mile since I got the card - never not one mile have I spent and I want to ensure my poi ts are there and if any illegl online activity has occurred to my account. I leave you with my aeroplan number:

[protected]

I've never created an online account.

I've never accessed my mimes at anytime since I was awareded the td aeroplan credit card. This card is also under investigation currently. Ease check with them to confirm if you wish but I need to speak to someone about this I want to use my miles i've never spent to go away in the wintertime. My phone number is [protected]. Please contact me at your earliest convenience. Phone number for messages is my dad's at [protected].

Customer loyalty department,

It is with great disappointment I write this letter. After more than 30 years of business travel and expense Aeroplan chose to cancel my outstanding points due to no activity yet kept my Aeroplan account current. This after being a loyal customer I found out when going online to book a flight my outstanding points were removed from my account. This while during COVID where no one travelling you decided due to inactivity to cancel my points. At 70 years of age you simply took advantage of me and basically stole the points I legitimately earned by being a loyal customer. This is simply not fair and while I understand you goal is to limit liability but it really means you took advantage of a senior citizen with limited income who really could have appreciated the points and travel assistance.

I contacted Aeroplan by phone and they told me to write to Air Canada. Throughout my business career I used Air Canada and now that I am retired and did not use Air Canada for two years due to Covid you turn around and take my outstanding points away due to inactivity.

This is extremely poor on your part as as a senior I was saving those points to go to Paris with my wife to celebrate my 40 wedding anniversary which is this year, Since Air Canada Aeroplan cancelled my points and being a 70 year old senior you can imagine my disappointment and surprise to see that you took steps to cancel my points but interestingly enough you did not cancel my Aeroplan number. Do you really think I will use my Aeroplan number after you have cancelled my points?

Really unbelievable that a big corporation like Air Canada would treat long term customers like this after supporting your for over 30 years of travel.

Very hurtful,

Robert Young

[protected]