Aeroplan Customer Service Issues

I flew with Air Canada on May 6, [redacted] from Vancouver to Madrid via Newark. Despite being a member for over 20 years, I forgot my card. At check-in, we inquired about redeeming points post-flight as advised by the agent. We also asked about enrolling my husband in Aeroplan online, with a number promptly generated. However, upon attempting to redeem his points, he couldn't due to not being a member when he flew. We received incorrect information at the Vancouver airport, resulting in our inability to redeem these points. We seek the mileage for ticket no. [redacted][redacted] and the Aeroplan number provided. Despite the agent's unintentional mistake, we hope you can rectify this error and appreciate your assistance. For further details, my Aeroplan number is [redacted] [redacted] [redacted]. Thank you for your understanding. Joyce L.

I recently tried to contact customer service without success. I am a cardholder of the TD Aeroplan Visa Infinite Privilege Card with an annual fee of $[redacted]+. Despite the promised benefits, I am facing an unresolved issue with Allianz Global Assistance - Case#: [redacted]. I have sought help from TD bank, Aeroplan, and Allianz Global without any resolution. The problem involves an unpaid $[redacted].50 damages claim related to a CDW waiver on a car rental. During a trip to Guadeloupe in Feb/March [redacted], I rented a Sixt Car and incurred damages upon return. Despite providing all requested documentation, my claim was denied due to a price discrepancy on the rental agreement. I added my wife as a second driver but she never drove the rental. After delays, Allianz informed me my claim was denied. I am disappointed with this outcome and expect a prompt resolution, including the reimbursement of $[redacted].50. I urge all 3 partners - TD Bank, Aeroplan, and Allianz Global - to address this issue promptly. Peter Dare

I am Joaquín Navarro, with Aeroplan number [redacted]01, and my wife is Margaret Navarro, with Aeroplan number [redacted]71. As loyal Air Canada frequent flyers, we have traveled to Spain multiple times in the past three years and have our trip to London booked for next August with Air Canada. Since relocating from 55 Pond Street, Ottawa, to [redacted] Lisgar, Apartment [redacted], Ottawa, after retirement, we lost touch with Aeroplan due to the hectic moving process. Our son, Hugo Navarro of 64 Vermont Avenue, Toronto, who is also an Air Canada frequent flyer, pointed out during a recent flight to Newfoundland that we had overlooked reconnecting with Aeroplan and helped us rectify this. We kindly inquire if it would be possible to retroactively receive Aeroplan points for our Air Canada flights from the past three years that we failed to claim. Thank you for your attention to this matter, and we eagerly await your response. Best regards, Joaquín Navarro, M.D. Email: [redacted] Address: [redacted] - [redacted] Lisgar St. Ottawa, ON, K2P 1E1 Tel: [redacted] Cell: [redacted]

My Aeroplan membership number is [redacted]28. Usually, my account expires in October, and I always receive an email notification prior to that. Surprisingly, when I checked my account yesterday, I noticed my air miles had expired on July 15, and approximately [redacted],[redacted] miles were removed. Despite Aeroplan claiming they sent an email in May, I did not receive it. Had I been informed, I would have redeemed my miles in time. I contacted Aeroplan to inquire about the situation and I am hopeful to recover my lost miles. Losing the accumulated [redacted],[redacted] air miles due to an overlooked email notification has been disheartening after dedicating so much effort to earn them.

I submitted a request for missing miles from flights I took with Turkish Airlines but received a response without a clear explanation for the denial. The message I got stated that my miles couldn't be credited, citing reasons related to details like the name on the ticket and flight information. The flight details provided were for trips I took from Istanbul Ataturk Airport to Athens Eleftherios Venizelos Intl. Apt, with departure dates on May 5, [redacted], and May 16, [redacted], respectively. Ticket number: [redacted] Flight number: [redacted] Boarding pass number: [redacted] Booking class: [redacted] I appreciate any help in understanding why the miles were not credited for these flights.

I recently received notification about changes to my flight itinerary and called Aeroplan for clarification. The representative explained that all passengers on the affected flight had the same schedule adjustment. Despite booking with Visa usually resulting in no changes, using Aeroplan tends to lead to modifications. The return flight changes created a challenge as it would leave us without accommodation until the next morning, though we booked a non-stop flight in advance. When discussing options with the representative, they seemed frustrated, insisting there was only one flight available on those dates. Even when considering changing dates, it didn't align with our previous plans. The rep's persistent push to alter the booking was unhelpful, leading me to consider switching to Avion due to the recurrent changes with Aeroplan. The tone of the conversation indicated the rep's impatience, making me feel undervalued as a member. Despite the lack of resolution, I have decided to transition my payments to Avion for potentially better customer service in the future.

Subject: Request for Extension of Altitude Black Status Dear Team, I would like to bring to your attention the unfortunate circumstances that have prevented me and my wife, Mariarita Marinetti-Braga, from flying and accumulating miles since November [redacted] due to medical reasons. I have been undergoing chemotherapy, making it unsafe for me to fly as advised by my healthcare providers. Given these circumstances, I kindly request a goodwill gesture from you to extend our Altitude Black status for [redacted] without the loss of miles, considering our situation. With the uncertainty regarding our ability to travel before the impending expiration date of March 1, [redacted], this extension would be greatly appreciated. Thank you for your understanding and support during this challenging time. Warm regards, Dr. Francesco Braga

I'm encountering an issue with my account # [redacted]85. I've been attempting to book an award flight for an October 5 departure, which is in three weeks. The website has been inaccessible since at least September 10. Every time I try to log in, I'm prompted to "verify my email," despite having already done so when I reset my password earlier this month. After waiting about 10 minutes for the verification code to arrive via email, I find that when I input it, I receive one of three error messages: "Invalid jwt," "wrong code," or "time expired." This frustrating cycle has persisted for a week. Additionally, I've now been on hold with customer service for 45 minutes. I'm disappointed by the lack of timely assistance and the ongoing website glitch preventing me from accessing my miles. If the issue persists, I may have to consider alternative travel options.

I need assistance accessing my Aeroplan account. I updated my password without issues but ran into trouble when changing my email address. Despite receiving the verification email, I couldn't find a way to confirm receipt and proceed. When attempting to call for help, the system didn't allow me to obtain a PIN and redirected me to the website. The same problem occurred with my wife's account. Additionally, I require a new Aeroplan card as mine lacks an electronic strip. The phone operator advised me to handle it on the website, but I couldn't locate the option. Our Aeroplan numbers are [redacted]53 and [redacted]62. Following a recent trip, our points weren't credited. I would appreciate an email resolving these issues for both my wife and me, as I feel stuck in unproductive loops within your system. Thank you, Ed Barbeau.

I had an issue with my flight from YVR to YCD which caused a delay of over 5 hours. I noticed there was a flight shortly after my arrival in YVR from LHR. I understand that immigration needs to be cleared in Canada, which might affect the connection time for my YCD flight. I wonder if the Minimum Connection Time was the reason Air Canada couldn't book me on the earlier YCD flight. It would have been helpful if they could have explained that to me. I am curious about GetHuman. I'd like to know if it's run by Air Canada or an independent team. I hope my feedback can be relayed to the airline, as I am unable to change my flight myself. I appreciate any assistance you can provide in this matter. Thank you.

I hold a TD Aerogold Visa Infinite Card, which we used for travel today. Before our trip, we received an email outlining the Air Canada benefits, including priority check-in and boarding, complimentary first checked bag, and a one-time guest access benefit to an Air Canada Maple Leaf Lounge for Aeroplan Reward Ticket holders. However, upon checking in today, we were only assigned zone 5 for boarding, despite presenting the card and email. The gate agent did not acknowledge the benefits. Currently in Vancouver for our connecting flight to Honolulu, we have been placed in zone 4 for boarding. We plan to attempt boarding during zone 2 by displaying our Aerogold Infinite Visa Card and hope to access the AC Maple Leaf Lounge on our return trip on October 2. It is disheartening to pay an annual fee for the card and not receive the expected privileges from your travel partners. If the benefits are not honored, I am prepared to cancel this card. Sincerely, Paul F. [redacted]

I am experiencing an issue with the two-step verification process when logging into my Aeroplan account. Each time I log in, I receive a separate email with an access code that I must then input before proceeding. While I understand the security aspect, it creates an unnecessary inconvenience. I suggest integrating personally selected secondary questions as part of the process to streamline it for users like myself. Additionally, I find it frustrating that there is no email contact provided on Aeroplan's 'contact us' page.

We need to cancel our flight to NYC from Toronto on Sept 26 due to my wife's broken arm. Despite multiple attempts by phone, we were unable to reach anyone after 4 calls totaling 6 hours on hold. Online cancellation options were not available, as indicated in Google searches. Our flight departs tonight, and the inability to contact anyone is frustrating. We are incredibly disappointed by this experience and will share it on social media platforms. We will be seeking alternative airlines for future flights due to this disappointing customer service.

I've been attempting to reach your call center for days now, and each time I am informed of a high call volume and advised to call back or log in for the information needed. Unfortunately, despite numerous password changes, I am unable to log in successfully. After changing the password, I receive a message indicating success, but then it seems to be stuck as it tries to connect to aeroplan.com. Please assist promptly, as this issue has persisted for days and is hindering my ability to finalize my plans.

I am frustrated with the new Aeroplan login system. I have always managed my partner's and my own Aeroplan accounts. I successfully changed my password and can log in to check my transactions. However, when I try to change her password and access her account, I cannot get in. Despite changing her password twice and using her activation code, it keeps saying the information is invalid. Can I no longer manage her account on my computer? I have waited over an hour to speak to someone, but no one answers. All I get is music. Please advise.

On Monday night, I encountered an issue where I was unable to input airport codes into the flight search options. On Tuesday night, I experienced three rejections while attempting to book flights. Despite reaching the stage of entering my credit card details, an error message consistently appeared. When attempting to call for assistance, I was informed of high call volume. This morning, I am unable to access my account. Once again, when I tried calling for support, I was informed of high call volume. I urgently need to secure flights for my family in the upcoming month. I am facing obstacles with the functionality of the website and the unavailability of the phone service.

Dear Customer Service, I need to update my flight itinerary from AC1659 to AC1655 for January 20, [redacted], as my flight time was changed to an earlier time. Despite my friends receiving emails about the change, I did not. I have been trying to reach someone at Aeroplan for four days without success. The automated message tells me to go online, but the website only allows booking new flights, not changing existing ones. I appreciate your assistance in adjusting my flight. Thank you. Sincerely, Monica DeDominicis

Subject: Assistance Needed with Expired Aeroplan Points Dear Sir or Madam, I am reaching out regarding my Aeroplan account and the unexpected expiration of my accumulated 235K points. As a loyal member since [redacted], I have diligently collected these points to enhance my family's travel experiences, especially for my daughters visiting family in Toronto. Due to unforeseen circumstances that required me to move to the US temporarily in [redacted], I now face challenges utilizing Air Canada for travel, resulting in the unintentional expiration of my points. Despite my efforts to prevent this, I did not receive any prior notification of the impending expiry, which came as a shock when I discovered the loss upon planning a trip to Vancouver this month. As retirement nears, my wife and I were excited to return permanently to Canada and utilize these points for various trips. The loss of these points has deeply affected our future travel plans and we are hoping for a reconsideration to reinstate the points, perhaps with a nominal administration fee. Your assistance in resolving this matter would be greatly appreciated. Sincerely, Matt Takekoshi

Aeroplan changed our flight to one that doesn't suit us. I've been attempting to contact customer service for 4 days. Every time I enter my Aeroplan number and PIN, I get a message about high call volume and to try again later. I've attempted 40 times with no success. This level of customer service is unacceptable. Email and online chat options are also unavailable.

I'm having trouble updating my husband's password on Aeroplan. I need to make it ten characters with numbers, but it won't let me enter it. My password seems fine now, but I want someone to check on your end. Can you please verify if my account is in good order? I'm concerned there might be a mix-up with our accounts. I'd rather talk to a real person on the phone, but the wait time is too long.