Aeroplan Customer Service Issues

Hello, I am Karen Kryshka and my Aeroplan number is [redacted]-[redacted]-[redacted]. I have an existing booking under reference RC652W with the following details: 1. Outbound Flight AC7611 on January 8, [redacted], from Toronto to Chicago. 2. Inbound Flight AC7612 on January 19, [redacted], from Chicago to Toronto with a departure time of 13:55 CST. Due to my mother's sudden illness, I need to change the return date to January 21, [redacted]. I’ve made multiple attempts to call and have my booking changed, but due to long waiting times and system issues, I couldn’t get through to an Aeroplan Agent on January 17, 18, and 19. Concerned about flight availability, I booked a one-way ticket on my Aeroplan account for January 21, [redacted]. The experience has been frustrating, and it makes me question continuing with Aeroplan in the long term. I've learned that changes can be made up to 2 hours before departure, but given my unsuccessful attempts, I doubt I can do this via phone. I seek to reinstate the 7,[redacted] miles for the unused portion of my original booking referencing RC652W. Your prompt assistance on this matter would be greatly appreciated. Thank you, Karen Kryshka

I have booked a return flight to Florida. I can see the bookings saved, but I am unable to view the return ticket on my account at aeroplan.com. Despite entering the reservation number and clicking SEARCH, it does not appear. This is causing difficulty in changing my return flight as I cannot see the reservation online to cancel it. Additionally, I have been unsuccessful in reaching anyone over the phone no matter when I try, and I have attempted several times. I urgently need to cancel the return reservation for a different airport and time, but the inability to access the booking on my account is hindering this process. Kindly contact me to assist in resolving this issue. You can reach me via email at [redacted] or on my phone at [redacted] for text or voice messages.

I need assistance with Aeroplan Air Canada's customer service. I booked a return flight from Ottawa to Vancouver for Feb 25 to March 17, [redacted], using my Aeroplan miles on Dec 7, [redacted]. The confirmation number is W4KJPT and the ticket number is [redacted][redacted]. When trying to cancel my trip online on January 20, [redacted], the website repeatedly led me to a "Page Not Found" error. After unsuccessful attempts, I called the Aeroplan Contact Centre but experienced long wait times. On my second call, I waited over an hour without any response. I urgently need to cancel the flight and retrieve my points. The situation is frustrating as the website is not working, and the phone line is unresponsive. Any guidance on resolving this issue and lodging a complaint with the appropriate Canadian government agency would be appreciated. Thank you for your help. James D. from Kenmore, Ontario. Email: [redacted]

I need to cancel my booking for flight AC1665 on Jan 31 from RSW to YYZ for passengers Roger F. and Lesley F. Also, I am looking to recover the corresponding air miles. However, I want to keep the second flight of the booking, AC1664 on Feb 3, as is for both passengers. The new booking reference is U7DRWN. The Aeroplan website is unable to recognize the booking number, and the Air Canada website, while recognizing it, does not permit changes since the booking was done through Aeroplan.

Subject: Aeroplan Rewards Expiry Query - Account [redacted] I am writing to inquire about the expiration of my Aeroplan rewards totaling 3,[redacted] miles on October 15, [redacted]. I was unaware of this impending expiration as there was no notification received regarding the same. I understand that the rewards expired due to inactivity on my Aeroplan card. I kindly request if it would be possible to reinstate the expired 3,[redacted] miles as a one-time courtesy given the circumstances. I assure you I will ensure to continue using my Aeroplan card to prevent such expiration in the future by making purchases at participating Aeroplan stores. It is disheartening to see my rewards balance now at zero, and any assistance in this matter would be greatly appreciated. Thank you for your attention to this issue. Sincerely, Dawn

Hello, I am writing to request assistance with canceling my Travel Rewards booking referenced as "P793G4." Despite numerous attempts via the Aeroplan website, I have encountered errors preventing the cancellation process. The message displayed is as follows: "PAGE NOT FOUND." After facing issues online, I subsequently called 1-[redacted] over the past three days, yet my calls were left unanswered despite lengthy waits. I kindly ask for your prompt attention to rectify this matter. Please reach out to me via email at [redacted] Thank you for your assistance. Best regards, Chok Wong

Regarding reservation TLM8TR and the issues with flight AC8901 from Moncton to Montreal, I checked my flight status on the Air Canada website at around 6 p.m. and saw it was canceled. I did not receive any notification via email, text, or on Aeroplan's website. I tried changing my flight through Aeroplan's authenticated session without success. I had to purchase another ticket for a different same-day flight. There was also a bug during seat selection online, requiring multiple attempts to buy a ticket. Later that evening, I finally received a notification of the cancelation, and Aeroplan had me booked on a flight for January 20th. Despite the option to change within 2 hours before departure, I couldn't do it online. At 1 a.m., the second flight reservation was canceled, and reaching the hotline meant waiting for 2 hours. The only way to get replacement flight information was to go to the counter in person at the time of the canceled flight. Unfortunately, the replacement flight had a connection in Toronto, and all flights were delayed at least an hour. I simply want to retrieve my 20,[redacted] miles - disappointing service from Aeroplan.

Hello, my name is Chok Wong, and my Aeroplan number is [redacted]-[redacted]-[redacted]. I have been experiencing issues trying to cancel my Travel rewards booking with reference number P793G4 on aeroplan.com. The error message I receive states: "PAGE NOT FOUND." Additionally, I have been calling 1-[redacted] for the past four days, but I have not been able to reach anyone for assistance. I am reaching out for help in canceling my travel rewards booking. Please contact me via email at [redacted] Thank you for your assistance. Chok Wong

Good afternoon, I have been trying to get in touch with your team for over a week to book a flight using our "Aeroplan points." Each time, I have been on hold for well over an hour. My frustration is growing as the price of the flight we want keeps increasing. I urgently need to speak with someone as sitting on the phone for hours is not practical for me. Currently, I have been on hold for two hours. We are looking to book a flight for Saturday, April 4th from Los Angeles to Vancouver. The flight details are as follows: Departing from Los Angeles to Vancouver at 20:25, non-stop for 2 hours and 52 minutes, priced at $[redacted].00 per person. The price was $[redacted].00 four days ago. If our points do not cover the full cost, we are willing to pay the difference. You can reach us at [redacted]. Thank you, D.D.

In December [redacted], my husband's and my airmiles expired without us receiving any notification beforehand, which I find unethical. I am now unable to book my tickets as planned and refuse to repurchase the miles. This situation needs immediate resolution as it was a system error. I urgently require assistance as I have upcoming travel plans. My aim is to have the airmiles reinstated promptly for myself, my husband, mother, father, and children. Thank you, Mary.

Hello, I am David Duncan, trying to reach out regarding issues with my Aeroplan account. I have been attempting to contact customer service at 1-[redacted] for the past two weeks with no success. I have faced long wait times of up to two hours on multiple occasions, making it very frustrating to book a flight using my Aeroplan points. The prices for the flight I am interested in keep increasing, and I am unable to resolve a complication on the website. I reached out to Air Canada, and they informed me that Aeroplan is a separate entity. Despite my efforts, I have been unable to resolve my concerns. The lack of customer service has left me disappointed. Air Canada suggested booking the flight without points, but I prefer to utilize the points. Please consider the three-hour time difference as I am located on the west coast. Feel free to contact me at [redacted] or [redacted]. I am unable to make calls from my computer and require assistance from a live representative. Thank you, David Duncan

I'm having trouble accessing my online account. I haven't used it in a year, and when I tried to log in with the required information, it told me to contact an agent by phone. I've been trying to call them for days without success. Additionally, when I tried to answer the secret question online, I couldn't get it right, and I've been blocked a few times as a result. This has led to a cycle of trying to contact them by phone, failing, then being blocked again. I need assistance with this issue.

I am interested in using Aeroplan points to fly from Montreal (YUL) to Toronto (YTZ) on Sunday, February 9 at 16:30. However, whenever I try to book, I am consistently redirected to Air Canada and offered their standard flight prices instead. I have attempted various future dates to troubleshoot this issue, but I am continuously redirected and unable to complete an Aeroplan booking. I have currently been on hold via phone for over an hour seeking assistance. I would greatly appreciate any suggestions you may have to help me resolve this matter. Thank you for your support. Sincerely, J. Moss

I am Vivian J. Carlson with Aeroplan number [redacted]41. I am facing a significant issue with my cancelled Business Class flight AC29 from Vancouver to Capetown through Beijing on February 13th. I urgently need to reroute to Capetown for a pre-booked tour on February 15th in Africa. Currently vacationing in Mexico without access to my flight details, I must contact Aeroplan quickly since my return to Canada is on February 10th. My phone number in Mexico is [redacted], and my email is [redacted] Despite unsuccessful attempts to reach Aeroplan, I hope to resolve this matter promptly. Thank you, Vivian.

As a dedicated Aeroplan member and retired Air Canada employee with a loyalty to the program, I am reaching out regarding a recent issue with my daughter and husband's lost points. Unfortunately, due to a misunderstanding of Aeroplan policies, their points were mistakenly forfeited. We were planning a family trip and were hoping to utilize their points, but they are no longer available. I kindly request that the lost points be reinstated to my family members or, if possible, transferred to my Aeroplan account. Their names are Jonathan Welstead and Dawn Welstead, and the points in question were used for hotels #[redacted] and #[redacted] on October 15, [redacted]. Despite numerous attempts, I have been unable to reach Customer Service via phone for several days now. I have a positive and longstanding relationship with Air Canada and Aeroplan, having previously worked for Senior Executive Doug Port. Your consideration in resolving this matter and reinstating the lost points would be greatly appreciated. Please do not hesitate to request any additional information you may need. Warm regards, Jean Stewart Aeroplan Member

I hope to explain my situation clearly. I have encountered challenges trying to cancel my flight OSZMWQ due to technical issues on the phone and website. Despite multiple attempts to contact, I resorted to booking a new flight WPZ9WE for an earlier date. Unfortunately, the cancel button did not work for me either. Tragically, my father passed away, and I had to change my return flight to WPZ9WE to attend the funeral. After facing difficulties contacting Aeroplan, I managed to make the change at the airport. However, my points for the unused flight OSZMWQ have not been refunded. I have exhausted all options to reach a representative and even visited a ticket counter. I kindly request assistance in recovering my 25,[redacted] points, as I had to incur this change due to unforeseen circumstances. Your help in resolving this matter would be highly valued. Thank you, Dan :)

Booking Reference Number TZF9UV I made reservations for a flight from Ottawa to Milan departing on May 30th. The itinerary includes a stop in Toronto before our TAP flight to Lisbon. Recently, our departure time from Ottawa was changed to 21:30 (previously 20:50), arriving in Toronto at 22:36 (previously 21:59). This alteration leaves us with less than an hour to catch our TAP flight departing at 23:30. We urgently need a new flight from Ottawa ideally departing between 19:00 and 20:00. Since we booked Business Class for all our flights, we would like to maintain this class if possible. I've tried contacting customer service without success, spending over 2 hours on hold. Unfortunately, I must end the call now but hope for a prompt resolution to ensure we make our connection in Toronto for the TAP flight. Sally S.

Subject: Dissatisfaction with Aeroplan Rewards Program I recently encountered issues with my Aeroplan rewards card and am disappointed with the service provided. Despite promises of improved services, I have not seen the expected enhancements, such as increased seat availability. As a loyal member for over 20 years, I was let down when trying to book a business class flight with sufficient points. The options offered were not suitable due to mixed classes and unnecessary stops, inconveniencing me and increasing costs. I ended up booking an economy ticket with an additional charge for changing my return date. I am now left wondering if I can update my booking with my accumulated points later. This experience has been frustrating and falls short of my expectations. Thank you for your attention to this matter. Best regards, Geert O.

I can log in without any issues, but when I try to book a trip, the system does not recognize my login credentials. Even when I enter only my email, it still says my email address does not exist on the Air Canada Vacations platform. I really need to be able to make travel arrangements. It's important for Aeroplan to have a functional website for Air Canada Vacations bookings. Providing an online chat option for regular inquiries and problems would greatly help users. A malfunctioning website, lack of acknowledgment for issues, and a phone support line with long wait times (over 30 minutes) are not acceptable. Due to these issues, I had to book my vacation through another platform and used my Aeroplan points for gift cards. I am now exploring alternatives for my Aeroplan Visa card.

Aeroplan Reference Number: [redacted] [redacted] [redacted] I have been attempting to reach a customer service representative at Aeroplan for the past two days without any success. Despite waiting for over an hour yesterday, no one answered the phone, and I was subjected to continuous music. Today, my experience was no different as I still could not connect with a live person. The lack of responsiveness gives me the impression that they are avoiding customer inquiries. Their mention of issues related to China seems like a poor excuse for their unavailability. Kindly arrange for someone to contact me at either my home number, [redacted], or on my cell at [redacted]. If this matter is not resolved within 24 hours, I am considering writing a blog post about my experience with Aeroplan. Additionally, I will be sending an email to CIBC bank, with whom I have a positive relationship, regarding this matter. - L.S.