Aeroplan Customer Service Issues

Simon Nasser-Abouchar, Aeroplan #[redacted] [redacted] [redacted]. I am unable to access my account. I have not logged in since September 10, [redacted]. When I try to reset my password, I receive the message: "The provided last name and Aeroplan number do not match." I have tried to contact you by phone about ten times without success. I have also sent you two letters regarding this issue along with copies of the statement from January 7, [redacted], where I had accumulated 61,[redacted] miles. I have never received a response from you. Please help me access my account to check the number of miles I have accumulated. I hope to receive a response from you to help me resolve this issue. Thank you.

Help Needed with Flight Booking Issue I made an error while booking a flight online by using the expiry date of my debit card instead of my credit card. I received a message to call within 24 hours to complete the booking. However, after being on hold for hours, the booking was canceled. Now, I see that the booking number VWYZDH is no longer showing up. I also noticed that my 25,[redacted] airmiles were deducted but not refunded. I am frustrated with the customer service experience and do not want to lose my booking. I am keen to re-book online but need assistance in resolving the airmiles issue. Your prompt help with this matter would be greatly appreciated. Thank you.

My flight on Transports Aeromar from CLQ to MEX on February 5th was canceled due to weather conditions, causing me to miss my Air Canada flight AC1981 on the same day. Despite trying to change my AC1981 flight online to the next day, I was prompted to call 1-[redacted]. I faced over two hours of hold time due to the increased call volume from the travel bans affecting China, making it impossible for me to modify or refund the Aeroplan ticket within the two-hour window before the flight. Eventually, I had to book new tickets for AC1981 on February 6th, resulting in additional costs of $[redacted] Canadian dollars each. I am hoping for a refund for the newly purchased tickets and to utilize the Aeroplan points from the canceled February 5th tickets for the rescheduled flight on February 6th.

I'm a long-time Aeroplan member, Carol McIntyre, with account number [redacted] [redacted] [redacted]. Recently, I've encountered issues accessing my account and changing my booked flight online through the app or website. Despite attempting to contact customer service, the wait times have been excessive, and I cannot reach support by pressing "4" for website assistance. On my iPad, I consistently receive an access denied message, hindering my online interaction with Aeroplan. This problem must be resolved to enable me to manage my upcoming flight changes effectively. I seek guidance on how to overcome this restriction promptly as I urgently need to make alterations to my upcoming April 24th flight from Delhi to YVR.

My Aéroplan points are at risk of being cancelled by Feb. 17 due to inactivity. I attempted to book a flight to Ft. Lauderdale through your service, but the 9.5-hour layover in Toronto is unacceptable to me. Despite my efforts in the past week, I have been unsuccessful in reaching a customer service representative for assistance. I am interested in using my points, whether it's to retain them, transfer them to my husband, or make a purchase, but I am unsure of the steps to take. Your guidance on this matter would be greatly appreciated.

I encountered difficulties while attempting to book a flight with my Aeroplan miles on February 5, [redacted]. Despite trying multiple times, there was an error during the transaction process. After contacting Air Canada, I found out that two of the same flights were in their database awaiting payment, with confirmation numbers but no actual processing. They cancelled one of the flights at my request, and I now seek the return of the [redacted]+ miles from the canceled booking. Furthermore, I would like the current flight, still pending payment, to be processed so I can receive my ticket. I have made numerous calls to Air Canada but have been unable to reach a representative after waiting for up to two and a half hours each time. Your assistance in resolving this would be greatly appreciated. The booking reference for the canceled flight is PVU9NI, and for the flight awaiting payment, it is PUCGLA. My name is Troy Seivwright-Adams, and my card number is [redacted].

I am having trouble accessing my Aeroplan account. Despite following instructions to reset my password multiple times, I am unable to log in and use my [redacted],[redacted] air miles. The website directed me to call 1-[redacted] for assistance, but I have been unsuccessful in reaching an agent due to my limited computer skills. I have been a member since [redacted] and would like to utilize my air miles.

I am encountering difficulties booking a flight to Toronto online. I plan to depart from Calgary on May 15 and return on May 19, [redacted]. After calling the Aeroplan customer service line, I was prompted to enter a PIN number, but the system does not accept the information requested to generate the PIN. My Aeroplan number is [redacted] [redacted] [redacted]. While I won't be available on my landline at [redacted], you can contact me via my cell at [redacted]. Your assistance in resolving this issue would be greatly appreciated. Thank you for your help, I am finding this whole process frustrating. ~ Carolyn P.

Subject: Flight Cancellation Issue - Booking Reference SQASJ3 Dear Aeroplan Customer Service, I had a booking scheduled to travel from Vancouver to Tampa, Florida, on January 19 at 8:55 on AC8112. To my dismay, I received a cancellation notification at 22:40 the night before the flight. Although I was offered an alternative flight for January 21 at 20:10, this would have caused me to miss subsequent flight segments and an important event. Despite numerous attempts to contact Aeroplan and Air Canada, I couldn't reach them to address my concerns. Consequently, I had to make alternate vacation plans. Due to the lack of assistance and the urgent need to cancel my flights, I kindly request a refund of my Aeroplan miles and the fees paid totaling $[redacted].21. I appreciate any help in resolving this matter, as I have been unable to find contact information for Aeroplan on the website. Thank you for your attention to this issue. Sincerely, C. Rothery

I need help with a flight booking. Everything was entered correctly except for the credit card expiry date. I now have to call to complete the booking, but I waited on hold for 2 hours before the call got disconnected. Aeroplan points have already been deducted, but Air Canada is unable to help with processing the payment for taxes.

Hello, I reside in Iqaluit, Nunavut. I attempted to reach the main Aeroplan number at 07:59 for an 08:00 call but was put on hold for over an hour only to be disconnected with a "bye" message. This has been happening repeatedly since October [redacted]. It feels very unfair not to receive assistance despite having over [redacted],[redacted] points. Is Iqaluit purposely neglected for service in the North? The frustration of being unable to contact anyone via phone service from our location is overwhelming. Why am I unable to get through day after day? Your prompt response would be appreciated. Thank you, Gary. AP - [redacted] [redacted] [redacted]

In October [redacted], I requested to transfer my deceased husband's mileage points to my account and provided a death certificate. I followed up with another email, but I have yet to receive a response after being informed of the receipt of the necessary documentation. My account number is [redacted], and my husband's was [redacted]. I have relocated to Canada, so my new address is different from [redacted] Kinross Drive. Despite attempting to contact through phone calls, I have been unable to reach a live representative. Kindly reply to the email provided.

I logged into my account, and all my details like my name, account number, mileage, and profile are visible. However, when I try to use miles and book a flight on the Aeroplan website, nothing shows up. It seems I am unable to make a booking. What changes have been made by your technical team to disrupt a system I have been using for years? I attempted to call 1-[redacted], but waiting for over 30 minutes made me give up. Your assistance would be greatly appreciated.

I have a round trip flight booked from Toronto to NYC for February 19th to 22nd. Due to my brother's surgery, I arrived in NYC earlier and need to stay until the 22nd to assist him post-surgery. Can I get a refund for the Toronto-NYC flight on the 19th and keep the return flight? Alternatively, do I have to cancel the entire ticket and buy a one-way ticket back home?

John Bosco Child and Family Services Foundation, a registered charity with AeroPlan, has received almost 59,[redacted] miles through the AeroPlan Charities Program. For an upcoming fundraiser, a generous friend has donated a 7-10 day stay near Tucson, AZ, and the foundation wishes to include two coach/economy tickets in the Live Auction package. Unfortunately, it has been challenging to reach an AeroPlan agent to obtain the necessary information for the auction winners to redeem these tickets with AirCanada or its partner airlines. Any assistance before the fundraiser this Friday, on St. Valentine's Day, would be greatly appreciated.

Dear Customer Service, I am writing to seek assistance as I have been unsuccessful in reaching anyone by phone at the contact center. I had a return trip booked from London, Ontario to Bogota, Colombia, departing on January 25, [redacted], and returning on February 15, [redacted]. While in Colombia, my partner and I encountered a medical emergency and urgently needed to return to Canada. Despite multiple attempts to contact Aeroplan to modify our return flights, I was unable to connect with anyone. We had to make a new booking, using additional points, with the reference SSCAI8 for the flight from Bogota to London on February 10, [redacted]. Upon our return to Canada, I have continued to face difficulties reaching Aeroplan by phone. I am unable to cancel the remaining booking online or via phone, and I am seeking help to complete this process through email and have the points refunded. I am looking forward to hearing back from Aeroplan regarding the cancellation of my flight and the refunding of my points. Aeroplan #: [redacted] [redacted] [redacted] Thank you, B.N.

I have been trying to log in to claim our missing Aeroplan miles, but I've encountered repeated rejections due to sharing the same email address with my wife. She doesn't have her own email, and the system won't accept this. I attempted to call the helpline yesterday, but the system seemed overwhelmed, leaving me on hold for an extended period. We are scheduled to fly to Heathrow in May, and the Aeroplan miles from our booking have not been credited. Thank you.

Booking Reference: SHMXUE I have been waiting on the line for [redacted] minutes! Yes, you read that right – almost 3 hours. When I made the reservation, Adrianne informed me that I could switch to business class on the Sydney, Australia to Christchurch flights if it was available, as the points used were for business class seating whenever possible. I would like to request these changes to be made as per our conversation.

My Aeroplan number is [redacted] [redacted] [redacted]. Today, while trying to book my vacation, I discovered that all my Aeroplan points have vanished. I wish to have them restored. I endured a 1 1/2-hour hold on the phone with no success. Back in September, I attempted to utilize the points for a trip but faced difficulties online and with your representatives. It appears that your systems, especially customer service, need improvement for smooth operation. In the meantime, could you kindly reinstate my points for future use? Alternatively, you could apply them to my September trip and provide a refund.

Hello, I have attempted to contact the Aeroplan help center multiple times. I waited for up to an hour on a few occasions without success. Unfortunately, I am facing issues changing or canceling my flight using the Aeroplan app or website as the flight details do not load. I made reservations for two return flights using my reward miles to Vancouver departing this Saturday, February 15. The first flight is for ETHAN GROSS, and I intend to retain this booking. However, I would like to cancel the second flight reserved for HANNAH BELINSKI. The booking number for this reservation is SCY7KR. I would appreciate it if the miles could be credited back to my Aeroplan account ([redacted] [redacted] [redacted]) as Hannah will not be able to use this flight within a year. Please contact me promptly via email at [redacted] or at [redacted] or [redacted]. Thank you, Joseph Gross