Aeroplan Customer Service Issues

Hello there! I'm Eralda F. Having been an Aeroplan member for years, I recently flew with Air Canada but am experiencing issues adding my miles due to login problems. The website claims my Aeroplan number doesn't match my last name. My husband, Jose F., is encountering the same difficulties. We've attempted to reach customer service but only encounter automated systems, no human assistance. Wondering if we should cancel our Aeroplan cards? My full name is Eralda Maria dos Santos Furtado, Aeroplan card number [redacted] [redacted] [redacted]. My husband's full name is Jose Francisco B. Furtado, Aeroplan card number [redacted] [redacted] [redacted]. Please provide assistance at your earliest convenience. Thank you.

Yesterday, my Aeroplan flight from Yellowknife at 4:10 p.m. was canceled due to weather conditions. An agent assured me I was re-booked on the 3:30 p.m. flight today after I requested an earlier one, which she said wasn't available. I specifically asked for text notifications but didn't receive any. Upon checking my email now, I discovered I was re-scheduled for a 10:30 a.m. flight, which I missed as I never received a text. I am now on hold with Air Canada to rectify the situation, but the wait time is estimated to be over an hour. I am frustrated by this experience.

I have been a dedicated Aeroplan points collector for over 20 years, eagerly saving for a dream trip overseas. Unfortunately, my battle with cancer prevented me from utilizing my 95,[redacted] points. I was disappointed to discover that these points were eliminated in [redacted], leaving me with nothing in my account. Given my circumstances, I believe this action is unjust and reflects poorly on the company's public image. I kindly request the reinstatement of these points out of compassion, at no cost to myself. During my illness, I was unable to utilize the Aeroplan card as instructed at Esso stations to keep the account active. I hope for a positive resolution to this matter. Thank you, David Blustein.

I am trying to confirm if I can use my miles for a flight next year. Due to recent plan changes, I am unsure about redeeming the points I have collected for this purpose. I attempted to call but after waiting for 75 minutes, I had to hang up. Any assistance via email or a call back would be greatly appreciated. If someone from the team can reach out to me, it would be helpful to discuss this matter further and potentially find a solution together.

I have some concerns regarding the recent policy changes for Aeroplan. I have around 23,[redacted] miles that I've collected over the years. I'm curious about what will happen to these miles once the new conditions take effect on March 1, [redacted]. Similarly, my partner has approximately 12,[redacted] miles, and I'm also wondering about the fate of his miles under the new terms. The email I received yesterday about the updated conditions did not mention anything about the status of existing miles, leaving me confused. Thank you, S.

I redeemed my air miles for a return flight ticket in April [redacted] from Hong Kong to Toronto online. However, I received a message saying, "Please call the Aeroplan contact centre within the next 24 hours to complete your booking! Some of your information may not have been saved properly to the flight reservation." The given contact number is 1-[redacted]. I tried calling the provided number but couldn't connect. I also attempted to call other Aeroplan hotlines at 1-[redacted] and 1-[redacted], but after waiting for over 1.5 hours on several attempts, I couldn't get through. I would like to know what information is missing and how I can complete the booking. I would prefer corresponding via email instead of waiting on hold for hours.

I made two orders on your e-store on October 2, [redacted], but I have yet to receive the miles. I requested missing miles on December 9 and was given a ticket number. It's disappointing that despite being informed the miles would be added to my account in 2 to 3 weeks, they still haven't appeared. I needed those miles to keep my account active.

I'm having trouble updating my account as I can't log in or reach Aeroplan by phone. They have locked me out, and when I try again the next day, they won't accept my password or pin change. I attempted to email them, but it seems the email address provided is not valid. I keep receiving offers from Aeroplan, but I am unable to contact them to resolve this issue. I am feeling extremely frustrated as I haven't made any changes to my account recently. The last time I used some airmiles was in May [redacted], and an agent assured me I was good until [redacted].

I am having trouble accessing my Aeroplan account. My password and PIN were changed without my knowledge. I have been unable to reach customer service via telephone or email. Despite receiving reset codes, I am getting locked out when I attempt to use them. I am not very computer savvy, so I would appreciate it if an agent could contact me for assistance. Please call me at [redacted], and once connected, I will provide my Aeroplan number. Thank you, Lynda K.

Subject: Request to Cancel Return Flight from JAX to YYZ Hello, I would like to cancel the return flight from Jacksonville (JAX) to Toronto (YYZ) scheduled for January 2, [redacted]. I've attempted to reach out via phone multiple times for over 6 hours without success, as this option isn't available on the website. This experience is unacceptable. Please cancel the return portion of the booking and refund the points to my account associated with Act #[redacted]23. The flights in question are UA4536 from JAX to ORD and UA843 from ORD to YYZ. The booking reference is SBBHYI. Additionally, I have another return flight booked from Tampa (TPA) to Toronto (YYZ) on January 8, [redacted], with booking reference L7LA4Z. I would appreciate it if you could confirm the cancellation and refund via email. Thank you. Best, Shams Samad

I was scheduled to fly on AC [redacted] to Toronto on December 26, [redacted]. Unfortunately, the flight was cancelled. I made the decision to cancel the trip altogether, but I have been unsuccessful in reaching out to anyone to process the cancellation and get my miles credited back. Can you please advise me on the necessary steps to take? My booking number is S9MNKU, and I would like to have my unused points reinstated. Additionally, I am seeking a refund for the $91 in other costs related to the cancelled flight. Thank you for your assistance. Elizabeth M. - Booking: [redacted]97.

1. I am experiencing issues accessing my reservation online due to a change in the locator by Air Canada in late [redacted]. Despite having a new locator, neither the old nor new one appears under MY BOOKINGS on the AC or Aeroplan websites. 2. The locator change also resulted in a shift in our return flight by +3 days, which is not feasible for us. However, without online access to the reservation, reaching the call center has been extremely challenging. On Jan 31, I spent over an hour trying to get through, with one call to Aeroplan disconnecting after 59 minutes and Air Canada unable to assist with Aeroplan bookings not for immediate travel. 3. Today, I have been on hold for 1 hour and 12 minutes trying to reach Aeroplan. The service has been disappointing, and I am frustrated by the unprofessionalism of the situation. I hope the individual at Air Canada responsible for these IT changes faces appropriate consequences.

I have encountered an issue when trying to input my flight details to receive miles. Each time I attempt to submit the information, an error message citing "technical difficulties" appears. The flights in question are as follows: Ticket Information Ticket Number: [redacted][redacted] Passenger Name: AARON LIN Flight 1: Airline: AC - Air Canada (ACA) From: YQG | Windsor, Ontario, Canada To: YYZ | Toronto Lester B Pearson Intl Apt, Ontario, Canada Flight Number: [redacted] Departure Date: 12/21/[redacted] Flight 2: Airline: AC - Air Canada (ACA) From: YYZ | Toronto Lester B Pearson Intl Apt, Ontario, Canada To: YVR | Vancouver Intl Apt, British Columbia, Canada Flight Number: [redacted] Departure Date: 12/21/[redacted] Flight 3: Airline: AC - Air Canada (ACA) From: YVR | Vancouver Intl Apt, British Columbia, Canada To: TPE | Taipei Taiwan Taoyuan Intl Apt, Taiwan Flight Number: 17 Departure Date: 12/21/[redacted]

I want to book a flight using my Aeroplan rewards points, and I called 1-[redacted] to inquire about the expiration date of my points due to concerns from my husband after watching the news. We are looking to book a flight and hotel, but I haven't received assistance online or through multiple calls. Despite waiting for two hours, I couldn't reach an agent and had to hang up several times. I need assistance with my booking inquiries. Please contact me at [redacted] as I have numerous questions.

I made a booking on January 14 for a flight from Feng Ting, Beijing to Manchester, one way, business class. The system didn't allow me to pay the airport taxes online and instructed me to call the agent at 1-[redacted] to pay. I used to be able to pay taxes online which saved time, but now having to call takes longer. I called on January 13 and waited from 9:20 pm to 12:30 am before speaking to an agent. There was a misunderstanding, so she asked me to call back January 14. I've been on hold since 7:00 am, now it's 8:51 am, almost 2 hours and still waiting. Is there a better way to book and pay airport taxes online without calling the agent? If I don't call, will the booking be automatically canceled or do I have to cancel it myself?

I am seeking assistance in retrieving missing flight credits from Aeroplan. I have encountered challenges with their phone service and received an error after emailing [redacted] as suggested on GetHuman. Update: After waiting 55 minutes on the phone, I spoke with a helpful representative. However, the method provided to address the missing miles on the website was unsuccessful despite multiple attempts. The request bounced back, and there is no clear way to resolve this issue. I am unsure whether to dedicate another hour to the phone wait or give up on claiming the entitled miles altogether. Note: The email address provided on GetHuman for Aeroplan help is no longer valid.

I am seeking reimbursement for a missed flight due to a medical emergency. Upon arriving from a flight from Greece to Montreal on September 14, I was sent to the emergency room for suspected blood clots in my leg. After waiting for 10 hours, I missed my flight, as I couldn't leave until the next day once my diagnosis of Pulmonary Embolisms was confirmed. As I have been unable to reach Aeroplan by phone due to long wait times, I attempted to email supporting documents but encountered issues. My booking reference is NGB565.

Yesterday, I purchased two Aeroplan tickets for a trip today and a return journey on Monday. I decided to cancel within the 24-hour policy period, but I encountered an issue as my points were deducted, and I didn't get ticketed. The flight I don't intend to take is departing in 4 hours. I need to cancel within 2 hours to avoid charges, but I couldn't find the cancellation option online. I tried calling Aeroplan multiple times yesterday, but they were overwhelmed with calls even for flights in the next 72 hours. Despite their advice to keep trying, I couldn't get through. I know usually I can cancel through "Manage My Bookings," but the option wasn't available. I woke up early today and called when they opened at 7 am, but I've been on hold for 90 minutes.

I am reaching out because we are preparing for a 3-month trip with multiple layovers, but we are struggling to connect with an agent to confirm our flight details. Yesterday, I spent a total of 7 hours on hold with no success. This morning, I waited an additional 2 hours and have now been on hold for another hour. It's extremely frustrating that we are unable to make changes to one leg of our journey online, unlike other customers who have this option. I am hopeful that Aeroplan can address this issue promptly. I believe allowing us to modify this portion of our itinerary independently would be a fair solution, considering the difficulties we have faced with the current system. We are scheduled to leave in less than a week, and I cannot afford to spend more time on hold once we start our travels. This experience has been very disappointing, especially considering our loyalty as customers for over 40 years. I hope we can find a resolution that meets our needs and improves the level of service provided to us.

I contacted Aeroplan on Sunday at 6:59 a.m. and was on hold until 9:17 a.m., a total of 2 hours and 18 minutes, only to be told to try again later. I need to change my flight before 11:21 a.m., which is within 24 hours of booking last night. I have spent 10 hours a day for the past 5 days listening to the annoying hold music and announcements, only to have the line go dead after over two hours. Please call me at [redacted] within the free change time. I am 77 years old, not very computer-savvy, and would appreciate speaking to an agent. Thank you, Eleanor Israel.