Aeroplan

I cashed in my Aeroplan miles for 12 gift cards. The ** glue that they are attached with, is impossible to remove, even after using every cleaning product I own. I spent 20 minutes scrubbing, without getting it off, and that's one card. The real pain in the ** is, trying to reach anyone at Aeroplan, either by phone, or on the website. It's now 2:15, I started at 12.30, trying to reach someone . So now, I'm cancelling my credit card , and I hope I never hear the word "Aeroplan" again. The number of stars to rate my overall experience is 1, because I don't have any other choice. The real rate is negative 2.

I tried to call Aeroplan about a hotel reward. I found this number, 1-416-207-5286, on their webpage for Car Rentals & Hotels. All other areas, I don't have to tell you how many numbers you have to press, till you finally get to a real human, then she told me that I have to call another number. She wasn't rude or anything, but how come I have to call another number?

This is the number, and I followed all the right menus. I then called the number she gave me, which is ,1-800-310-3893, and it took long time again. The voice kept transferring me here and there, for blah blah, please press this number, and after a while, the recorded voice said please call 1-800-210-3893. What the heck is that? That is what i was calling. I think their staff should try to reach someone themselves to see if it's possible. Theres just no way to even tell them about the problem, not to mention solve it

Aeroplan took over 60,000 Aeroplan miles from me. A small portion of those miles, Air Canada had given me and then they were taken back. I am truly disgusted. I was told that they had notified me in reference to the new expiry policy, but I didn't receive the notification. I had broken my leg in 2005 (crushed a major bone) and had surgery. Then I was on bed rest for months and then had physio for months, so I couldn't use my card. They couldn't care less!

Who knows where Jenny is. Probably on the moon. I had no luck at trying to book a flight using Aeroplan points. Each time I hit "book," it came back with a completely different flight to those selected. I spoke to an Aeroplan agent who assured me there was space and said I should speak with a webmaster. What a joke. After an endless wait, I got Jenny who knew less about their website than I did--she couldn't even find the filter for non-stop or one-stop flights and wanted me to change my security settings.

I spent over 10 minutes, trying to guide her through the Aeroplan webpage. All the while, she talked over me and kept telling me she couldn't find the various flights which I had up on my screen. After spending a total of 3 hours between the web, the Aeroplan agent, and Jenny the Mastermind, I gave up and resolved to dump my Aeroplan cards. I've written to presidents and VPs of both Air Canada and Aeroplan, but if past experience is an indication, I'll never hear a word. I'm not sure Jenny even knows what a computer is.

While booking a flight with my Airmiles from Ottawa to Sao Paulo, Brazil, Air Canada has few flights from Ottawa to Toronto. When I asked the agent if we could book that connecting flight as part of the Ottawa - Sao Paulo trip, she said that we would have to wait 3 to 4 months until AC adds more flights. But if we waited long that we lost our Toronto - Sao Paulo flight. Air Canada simply said that was our problem and that we would have to pay for the Ottawa - Toronto flight once it was added.

I tried to claim the reward from points. There's a Sennheiser wireless headphones redeemed for 14,000 miles. I placed order on Jan. 5, 2011. Then about 2 weeks after, the item arrived, but it was an Adidas Ear, which was worth about $9.99 at electronic stores. I called Aeroplan immediately and followed their return merchandise procedures. I returned the wrong item on the same day.

It was confirmed by Purolator that Aeroplan received the returned item. Until today, Feb. 25, 2011 (almost 2 months after the order), I still haven't gotten the right item back. I called them every week since then; their answer was always the same--"We are processing your case and will send the item to you when it is ready." I asked why I need to wait for so long, and they said they have no idea and it's just waiting for the item. If they do not have the item, they should not post and show that they have a lot of merchandises for redemption.

I am very upset that Aeroplan treats the client this way, and I found they are so dishonest. Also, the support line takes forever to get some answer. I was listening to the same music for about 20 minutes every time I call.

I was planning a trip from St Johns, NL to Toronto. The last time I had checked my Aeroplan account, I had 35,000 air miles. I went into to my account to make reservations and to my surprise, I had 0 air miles. I called Aeroplan customer service and spoke with an attendant. I did not get any satisfaction so I asked to speak to a supervisor. I did not get her name. I asked for an explanation and she told me that my miles had expired due to "account inactivity." She said that I was notified by email. I can't remember ever seeing this reminder. I told the supervisor this and she said, "Our policy states that we can cancel your air miles without notification." She said that I could get the air miles back for a $30.00 fee plus one cent for each air mile. I did not feel that this was appropriate as it felt like I was buying back something I already owned.

My card was issued by Home Hardware so I told her, "If I went back to the store and got a proof of purchase in the last 12 months, would you reinstate my air miles?" She said that they could not do that. She said that if I could prove that I had flown with Air Canada in the last six months, they could reissue my air miles. I said that I bought an Air Canada ticket for my wife five months ago. She said that the ticket had to be in my name. I said that we both use the same card. She said it doesn't matter; the Aeroplan contracts are only issued to individuals and can't be issued as a joint account.

I asked her if Aeroplan get any complaints regarding miles being cancelled. She said, "Not really." I said that I was very upset about the way things turned out. I was very disappointed with Aeroplan and that I would be going to the media. She did not seem to be concerned and wished me a good day before hanging up.

Hi folks. I just wanted to give everyone a complaint email for Aeroplan since it disappeared from its website.

Subject : Why our itinerary were changed during our trip without getting our agreement and confirmation?

We booked 3 round-trip tickets (HKG-KIX) by Aeroplan reward plan. We departed from HKG to Osaka (KIX) on 1 Oct 2010, and 10 Oct 2010 flied from Osaka to HKG.

However, on 10 Oct 2010 11:30am, when we check-in at KIX airport, the ground-agents told us our tickets are invalid and we cannot fly unless we buy new tickets! With their limited English standard, we told them it is nonsense and kept urging them to help us check the reason and details. They said that they were unable to contact Aeroplan center since the Aeroplan office was closed on Saturday! After hours, they finally discovered that our tickets schedule were changed on 6th Oct 2010 by Aeroplan, that's why they cannot search our record based on our original reservation itinerary.

At 13:00, they immediately issued temporarily e-tickets for us and the airplane was delayed due to our issue. Our itinerary were changed to transfer at Beijing. At Beijing, we have to claim our luggage and have to check-out and check-in again, and passed through the custom within an hour in such a huge airport! I and my parents (they are senior with age over 60) were so rushed, so frustrated and so angry at that moment, totally disappointed.

1) We were shocked, why our itinerary were changed during our trip without getting our agreement and confirmation? After back to Hong Kong, I checked the email and know they have sent us email about the schedule change on 6th Oct, but it is definitely not a good practice to change anything on your own but not getting our acknowledgment. We were on trip and stayed in some rural area without any internet connection, how could we able to know the change?!

2) Did you notify the airline system at Osaka Airport about our reservation change? Why they were unable to instantly know about our ticket status? Why would they hardly contact Aeroplan service center, because of the office closed on Saturday in Canada? Supposedly it is 7x24 service!

3) When we transfer at Beijing airport, why we have to do luggage claim and re-check-in again but not directly transfer at flight gate?

Finally, I won't blame any airport-ground-agents in Osaka since they really have put their big effort on helping us. I saw 7 agents working together on helping our issue, and the flight was delayed too. I thank so much for their help and support.

In conclusion, I am disappointed with Aeroplan.

I'm not a fan of AreoPlan due to taking all my points away that I worked so hard for over 100,000 So I have a sour taste of your company and frequently promote your wrongful doing. My personal occupation is television. I am one of top 5 producers in my city and my word of mouth is extreme. In this day and age, with all so tight you need that great word of mouth advertising. By doing this stunt, you created a big minus in my world and believe me, I let everyone know the wrong that people or companies do to me.

I booked two flights that we had to cancel and we were told that we had one year to use them. When we called back approximately three months before the year was up, we were told that the tickets had expired and we were not given any of our Aeroplan miles back! I am not impressed at all. How hard is it for them to type in "+100,000" miles? It is too easy for them at the drug stores to just type in how many to award us! They clearly see how many were used for the ticket and that the ticket was not used! This is outrageous, I think it's time to switch to Air Miles!

Air Canada no longer charges a fuel surcharge within Canada and US but Aeroplan is still charging it as one of their many fees. I called customer service and they said the management made a decision to charge the customer the fee rather than raising the points value. Money grab! The amount charged increases the surcharges by 30%. 30% more! Nothing they can do unless I send a complaint letter and mail it. The customer service lady said the company is archaic that way, she said it first!

1. Just hours before flying I find out for some reason that my Aeroplan status no longer exists and this is after I made my arrangements and booked my flight with you and you charged me fees. Apparently this was effective as of yesterday! I was not even given a courtesy call to notify me, especially considering you knew I was traveling since I booked with you. I could have booked $69 return with taxes and it would have saved me. I booked with you so I can use the Air Canada lounge. I was on the phone for nearly 2 hours with an Aeroplan agent who kept giving me the run around and telling me he can't go and make changes to my account when I kept explaining to him that I had a flight in a few hours and wanted to use the lounge. Who cares about the account now?

2. What is extremely discerning was a breach of the privacy law. The agent told me that my account was frozen by the compliance department and asked me all sorts of sensitive and private information, such as, all my bank accounts, credit card information, what bank accounts did I have, etc. I answered all his questions and was growing rather concerned and panicky since I wanted resolution so I can go to catch my flight. Every time I answered and asked him why is he asking this (a natural question because I was so concerned) he would accuse me of not wanting to cooperate and withhold information and that I wasn't given him all the information about my accounts.

I felt like I was being interrogated in a disciplinary way. He then asked me all the companies I worked for and did I ever work at a bank before. And if I can think of any reason why the compliance department is investigating me, can I think of something that happened recently? Have I done anything to Air Canada to cause them to request launch of an investigation on me? And he was accusing me of withholding information on several accounts. Now I was extremely panicky--I did not understand how this was relevant and now feeling like it was some criminal interrogation.

The agent then told me that "there is nothing" he could do for me because compliance froze my account and they had to resolve it and he had no information. So now I want to know why I was requested to provide him with all that personal and sensitive information (employer history and banking information) when it was not relevant as he could not have and was unable to help me anyways. And why I was made out to be a criminal or something and accusations of me withholding information every time I asked why this is being asked of me as this is my right. All this is a serious violation of the Privacy Act (PIPEDA) across multiple principles:

4.2.2. The Limiting Collection principle (Clause 4.4) requires an organization to collect only that information necessary for the purposes that have been identified.

4.2.5. Persons collecting personal information should be able to explain to individuals the purposes for which the information is being collected.

4.3. Principle 3: Consent. The knowledge and consent of the individual are required for the collection, use, or disclosure of personal information, except where inappropriate.

4.3.2. The principle requires knowledge and consent. Organizations shall make a reasonable effort to ensure that the individual is advised of the purposes for which the information will be used. To make the consent meaningful, the purposes must be stated in such a manner that the individual can reasonably understand how the information will be used or disclosed.

4.4.1. Organizations shall not collect personal information indiscriminately. Both the amount and the type of information collected shall be limited to that which is necessary to fulfill the purposes identified. Organizations shall specify the type of information collected as part of their information-handling policies and practices, in accordance with the Openness principle (Clause 4.8).

4.4.2. The requirement that personal information be collected by fair and lawful means is intended to prevent organizations from collecting information by misleading or deceiving individuals about the purpose for which information is being collected. This requirement implies that consent with respect to collection must not be obtained through deception.

When I asked for a reference or ID number the agent refused and was curt and said he couldn't care less for Aeroplan and if it went down or lost his job, he couldn't even care less. So if I wanted to complain about him, I can go right ahead when all I wanted was a reference number!

3. I was finally passed on to a supervisor (Alex) after much request and wait. I didn't have much time to speak to him as I had to leave for the airport. When I arrived at the airport, I find out that Aeroplan did not get an electronic ticket issued to me for Chicago to Orlando so I would have been stuck in Chicago! Yet I paid, got a confirmation and receipt from you! In short, I was running around in the airport from kiosk to kiosk, quite frantic since I was missing my flight out to Chicago from Toronto as I was trying to get this resolved. I ended up missing my flight despite my efforts. Finally, Air Canada Customer Service Team Leader John, after witnessing my going through much stress, panic, frustration and lost of my purse as I went from kiosk to kiosk, helped me and I finally got another ticket issued out.

Please reverse these charges to my Visa card ASAP. I am traveling and do not want any problems of having extra unplanned charges to it. I don't want to be rejected for a hotel and not have anywhere to stay because of another Aerpolan issue. Wouldn't that just be a grand story? I also would like a response regarding issues numbers 1, 2 and 3--what is going on?

I paid fees to accumulate my points faster (more expensive credit cards, yearly fees through credit card) and I have been accumulating points for a very long time now. I finally try using my rewards mile for the very first time ever and this is what happens?! And all the questions and interrogation I went through is a privacy law violation. This is misuse and mishandling of customer information! As per PIPEDA and Aeroplan's policy, I would like a formal explanation of the customer agent's purpose of his inquiry and intentions for collection of my personal information (i.e. regarding my credit card accounts, banking information, past employment history and going back to 1999, etc.) and why I was constantly accused of withholding information.

What a nightmare of a story! And it was by sheer dumb luck that I did not end up stuck in Chicago without a flight--only because I was asking a lot of questions when Air Canada said my luggage was too big for carry-on and I was telling them I was afraid of my stop-over at Chicago because luggage always goes missing there. The Air Canada agent told me it was very lucky that she spotted the error in her system, i.e. that I had no electronic ticket with United Airlines.

A couple of years ago, my husband and I changed our credit cards to collect Aeroplan miles. We got enough for three business round trip flight. We wanted to use it for flight tickets to go back to my hometown. I started to call Aeroplan miles about four or five months before our planned dated. I checked the airplane that only two business seats were occupied for about at least a month, but there wasn't any seats available for Aeroplan miles customers.

They asked me to keep calling almost everyday because they do not when there will be more seats available, and also they do not know how the Aeroplan miles seats works. They told me that is all dependent on the airlines. I asked them to check full Jan, full Feb and full March because our travel time is quite flexible, but there was nothing.

Every time, when I call, it takes them at least 1 to 2 hours, sometimes even more to check all over again. I am wondering why they didn't have a waiting list of the customer needs that seat, and remind them when there is seat pop-up? Then they can email the customer to remind them if they still need it. They should have a better system to serve these customers. About a month later, I started to check if they have economic seats available, again "no". Finally we bought three tickets for our trip.

Recently I started to check what I can do with so many Aeroplan miles; then I checked hotels, but hardly find any, almost just "none". We feel so cheated. We started to doubt the value of the Aeroplan miles, and are thinking about changing our credits back to cash rebate.

I have tried to reach Aeroplan internal manager or customer service or customer complaints to get a better answer like "how Aeroplan miles flight seats work" but I have failed to reach anyone. Aeroplan miles, it seems don't have a customer complaints service to address any kind of customer needs. I am so frustrated, and just can't stop to say, "Stupid Stupid Aeroplan!"

I am so frustrated about Aeroplan miles points like I have been cheated. I have so many points. Also the airplane is empty but I can not get a seat. I have called almost everyday because they asked me to call, to check if they have anything available. Why don't they have a waiting list and a nice reminder system to remind us when there is seat available? I feel bad for me and for them because every time when I called, they also have to spend a lot time to check everything all over again. Stupid, stupid Aeroplan!

Aeroplan cancel my points without any notice, I lost year of points 200 000... I will stop doing business with any business using aeroplan.

In two different phone calls I was told once that I was notified that my air points would expire in July 08, then the second agent said October 08. I received none of these and I kept all my monthly messages from Aeorplan so I could check. The second agent sent me the "October 08" notice - apparently - however my October 08 notice is different, showing my accumulated air points. So my air points have been swiped away because they changed their policy, and did not notify me.

I am so annoyed by this I will neither fly air canada ever again, nor use aeorplan. I hope they learn their lesson as thousands more like me turn their backs on them.

I would like to know how to add my name to the class action law suit, because they deserve to be dealt with appropriately.