Aeroplan Customer Service Issues

Regarding the upcoming gift-giving season, the word "Christmas" is preferred over "holiday." Dear Lily, As an Aeroplan member since April [redacted], you currently have 18,[redacted] miles in your account. To help with your Christmas shopping, you can save up to 17,[redacted] miles on holiday rewards when you redeem for selected merchandise, gift cards, and experiential rewards. This is a great way to get a head start on your gift list and enjoy a stress-free holiday season. Act fast as this offer ends on Oct. 20. Best, Aeroplan

I have encountered an issue. I am currently scheduled to stay at the Westin Ottawa with reservation number [redacted] through Aeroplan Travel Services. I have paid for the reservation in full with my Visa card. Unfortunately, I am unable to attend a wedding this upcoming weekend because my husband requires open heart surgery. I am hoping to either receive a full refund under these circumstances or possibly allow another wedding guest to utilize the room. My reservation is for October 11th to the 13th. I have been attempting to reach out for assistance but have been unable to get through. Please contact me at [redacted]. I have spent hours waiting on hold and have not received a response, leading to my frustration. Thank you, Deborah L. Moore.

Booking Reference: AHEJWZ – Nicholas H. (Membership # [redacted]08) We attempted to cancel our online booking on Friday, October 4th, well within the 24-hour cancellation window with no penalty. However, we have not received a confirmation of the cancellation yet. Contacting the Aeroplan Contact Centre at 1-[redacted] has been challenging due to high call volume, resulting in us being unable to reach anyone for assistance. Despite canceling the flight, Visa transactions have processed on our account without reversal. We are awaiting confirmation of the cancellation and would appreciate a timeframe for the reversal of the Visa transactions. If possible, kindly provide an alternate telephone number for easier contact in the future. Thank you.

Hello, my name is Carone B. and I am in Indonesia with my daughter, traveling on Aeroplan points. We need to change our return flights home. I am aware that we must contact the call center to make these changes. Last time I called, the wait was very long. I need to make this call from my cell phone in Indonesia, where landlines are scarce. Due to a previous medical emergency, I had to make an expensive call to my Canadian insurance company. I am worried about incurring another hefty charge. I really need a solution where I won't have to wait on hold too long. Your guidance on the best way to contact an agent would be greatly appreciated. Thank you.

I had approximately [redacted],[redacted] Aeroplan points that expired without any notification, which I was saving to bring my wife to Australia this winter. I tried unsuccessfully to have Marriot transfer the points to Aeroplan. Despite using Home Hardware and car rentals last year, the points were not applied to my Aeroplan account. I kindly request the reinstatement of these points as a one-time exception. I am a loyal Air Canada flyer and a pilot who previously worked for one of Air Canada's commuter airlines. I hope to continue using Air Canada and Aeroplan as my primary choices. I also plan to bring my daughters to Australia this winter, preferably on Air Canada. Your attention to this matter is greatly appreciated. Thank you, C. B.

I learned today that my miles have been canceled. Upon checking, I discovered that when I updated my email address with Aeroplan to [redacted], it got changed to [redacted] on their end. I urgently request that this be corrected promptly and my Aeroplan miles reinstated. I have been saving these miles for a trip and would like to have them back. I've noticed that Aeroplan seems to have exceptionally high call volumes whenever I try to contact them, even during various times of the day and night.

Hello, I am requesting the return of my accumulated airmiles which I have saved diligently over the years. Upon updating my email address with Aeroplan, it seems there was an error in transcription by one of their representatives. Consequently, I have discovered that all my hard-earned miles have been depleted from my account. I believe this is due to an oversight on Aeroplan's end, and I am eager to have my airmiles reinstated promptly. My attempts to contact Aeroplan via phone have been unsuccessful as the line always appears to be busy. Thank you for your assistance in resolving this matter.

I recently encountered an issue with my Aeroplan account. I received a notification to reset my password after a period of inactivity, but when I tried to reset it, I was stuck at the "continue" button with no progress. It left me wondering if this was a technical problem that Aeroplan should address. Moreover, I was disappointed by the lack of an email contact option for Aeroplan customer support. When I attempted to call, the automated system repeatedly failed to recognize my account information, making it impossible to speak with a representative. It was a frustrating experience and reflected poorly on their customer service. I hope Aeroplan can improve their processes to make it easier for customers in the future.

I have struggled for hours trying to access my account. Following a message that stated the need to reset the password after September 10th, I attempted to do so but got stuck in a loop without being able to log in to proceed. Despite the lengthy wait on hold, it was challenging to reach a live person for assistance. Finally, a travel agent intervened, but even after spending an hour trying to reset the password, the issue persisted. The agent confirmed the password change, but the system still prevented me from logging in, citing failure to verify my email address multiple times. Despite repeated verifications, the log-in problem persists, hindering my ability to book travel. It seems that inclusive travel bookings must be made through 'Package Travel' on the site, yet the inability to log in poses a challenge. This situation has been incredibly frustrating, reminiscent of my experiences with the Air Canada website. I am contemplating switching airlines and credit cards due to this poor user experience.

I used my reward points to book a flight and now need to cancel it. The booking number is RSFJGR, and my Aeroplan number is [redacted]89. On Sunday, I tried to cancel the flight online but was prompted to call an agent to complete the process. Despite repeated attempts (five times), each call only led me to a message about a high volume of calls and to call back later. I even encountered issues with the online cancellation option disappearing. When I click on "cancel a flight," I only see my booking details and the seat selection, making it impossible to proceed. My flight is scheduled for Sunday, November 10, but I must cancel it. I hope to resolve this before the upcoming weekend to receive the refund. The 24-hour cancellation policy adds to my urgency, and it's frustrating not being able to find a way to cancel my flight on the website. I appreciate any assistance in this matter. Sincerely, Pat Barford

I, Donald Allen, with member number #[redacted] [redacted] [redacted], had sent a letter on Oct. 4, [redacted], requesting the conversion of my points to gift cards for Costco and Indigo. The letter clearly stated the urgency as the points were set to expire on Oct. 29, [redacted]. It is now Nov. 9, [redacted], and I have not received any response. Kindly address this issue immediately and send the certificates as outlined in my previous communication. Failing to do so not only penalizes me as a cardholder under these circumstances but also reflects poorly on the reputation of Aeroplan.

It has been difficult to reach Aeroplan customer support. Despite providing the number (1-[redacted]) listed on their website, contacting the call centre has been unsuccessful. The recorded message consistently states they are experiencing a high volume of calls and are currently unavailable, without an option for call back or call waiting. Unfortunately, there is no email contact available either. It might be beneficial to escalate this matter to Air Canada, their parent company, to address this ongoing issue.

I submitted the required information regarding my deceased husband's account on September 12, [redacted]. I have not received any updates regarding the transfer of points from his account to mine. Additionally, I am experiencing difficulties logging into my account as it prompts me to use a different email address than the one associated with his account. I only have one email address, and once his account is closed, that email will no longer be in use for his Aeroplan account ([redacted] [redacted] [redacted]), which I assume I should be able to use for my Aeroplan account ([redacted] [redacted] [redacted]). I have made numerous unsuccessful attempts to contact the Contact Centre at 1-[redacted]. One time, I was placed on hold for an hour before I had to hang up. Other times, the message suggests calling back later. This situation is becoming very frustrating. I believe all the necessary information for the transfer was provided in the September email. Sincerely, A. Dauphinee

I made a reservation for a reward ticket from YYZ to LGA for April 25, [redacted]. I was aware of the 24-hour cancellation policy without penalty. I attempted to make changes online within that timeframe but encountered repeated 'Error' messages, leading me to contact Aeroplan for assistance. Unfortunately, after over 5 hours of unsuccessful attempts, I am currently on hold for more than 75 minutes. I urgently require a refund of my points to secure an alternate flight without incurring a significant penalty, 12 times the original ticket cost. I am eager for Aeroplan to provide guidance on alternative solutions for handling such cases effectively, including possible improvements to their website and Customer Service procedures.

Hello, I recently noticed that my miles have expired. Due to personal reasons, I hadn't accrued any miles in the last year. However, with two upcoming Air Canada flights, I was looking forward to adding to my mileage balance. I am disappointed to discover that my miles have expired. I attempted to contact the call center but was advised to call back later due to high call volumes. I was wondering if there is a way to reinstate my expired miles. I used Avis last year, but I understand that it may not count since it was outside of Canada. I also flew on LH, but I am unsure if it qualified for mileage accrual. Looking back, I realize there were other ways I could have earned miles (such as through purchases) had I known about the expiration. As the expiration is recent, I hope it is possible to have my miles reinstated. I have evidence of purchases from Costco and Amazon, and I plan to make future purchases through the aeroplan website.

I have been trying to reach Aeroplan for months now with no success. Despite attempting to contact them by phone and online, I have encountered constant issues. Recently, I discovered that my [redacted],[redacted] points have been inexplicably removed. I refuse to accept this and require immediate assistance. Unfortunately, their telephone system has proven to be inadequate for resolving my concerns. Kindly reach out to me promptly at [redacted] to address these matters and reinstate my points. I eagerly await your response to resolve this situation promptly. Thank you for your prompt attention.

I need to cancel my upcoming flight with Aeroplan booked under the name Kathy Gaydos Withers and ticket number [redacted][redacted] from Itinerary number [redacted][redacted] due to health reasons. I experienced a severe medical issue during a recent flight and am now fearful of flying. I was informed by an Aeroplan representative that I could receive a voucher valued at approximately $[redacted] from WestJet if I canceled my flight. However, I have been unsuccessful in reaching another agent since then. It's been a frustrating experience trying to cancel this booking. Please assist me in canceling this itinerary with WestJet. You can reach me at [redacted] or via email at [redacted] Thank you for your help.

Dear Aeroplan Customer Service, I appreciate your help with the issue I encountered due to the current problems with the telephone Contact Centre. I attempted to change the return date of an upcoming flight booked with rewards but was unable to reach anyone via phone after numerous attempts. The automated message directed me to use the website's self-service tools, but I couldn't find a feature to change my ticket online. Consequently, I ended up booking a new one-way ticket but couldn't cancel the original return leg online. Now, I have two tickets for the same flight on different dates, causing me inconvenience and extra expenses. I understand the challenges you are facing during the system migration but hope you can assist me promptly. Booking reference for the ticket: QR3M3V (November 27, HND-YYJ). Thank you for your support, and I look forward to your response.

I recently flew with my husband from Montreal to China on Air Canada and did not receive my Aeroplan miles for the trip, unlike my husband who did. We have separate Aeroplan accounts with different numbers, and despite submitting a missing miles request, I was informed that the miles were already awarded to another account. The message suggested merging any duplicate accounts, but contacting Aeroplan's customer service has been challenging. This situation is frustrating, and the customer service experience has been extremely disappointing.

I believe that Air Canada needs to improve its customer service with Aeroplan. The current situation is frustrating as they are unresponsive and difficult to contact since there is only one phone number. It's a disappointing experience for a loyal 25-year Aeroplan customer. I also want to point out that the statement below is incorrect and misrepresents the situation involving my booking reference # [redacted]. I am attempting to change the route of my booking from Quebec to Sydney via Montreal, following a cancellation by the cardholder. Aeroplan granted a one-year period for rebooking, even if done in reverse. For urgent assistance, please contact me on my cell phone at [redacted]. I am currently at the Quebec airport and eager to return home. Thank you. Capt. Derek Ck. Kruger Master Mariner Canadian Merchant Marine