Booked a flight using Aeroplan points. Because booked late, usual amount (typically 20K to 50K) was increased to 114K to leverage 'market share' availability. Also paid for upgrade to "Plus" level for more leg room. Called to use E-Upgrade to increase to available Business Class. Was told... could not use E-Upgrade because market share ticket class was used. Why does this make a difference? If a Business Class seat is available and I have available E-Upgrade (70 available) why can I not use them?

Also... if I had booked business class directly at time of booking, miles to be used would have been 120K. This is ludicrous.

FYI... I am a 100K+ traveler (2 years in a row) and have many options in my travel plans. If this is the best Air Canada and Aeroplan can do when it comes to using rewards that have been earned through years of loyalty to Air Canada, then I think it is time I switch to WestJet and their relationship with BA and others.

Called me "Ticked in Edmonton".

my complaint is against Aeroplan miles expiry policy. No credit was given when items purchased and Aeroplan miles given.
Sears had similar policy, customers went else where and Sears went bankrupt. I predict Air Canada and Aeroplan miles will suffer just like Sears.

My airmiles and PC points avoid any stupid expiry dates.

Harshad Patel

Aeroplan miles were gobbled up, no credit was given for items purchased with aeroplan miles given.

Sears Canada also had expiry policy, customers quit buying from Sears and they are now bankrupt. I predict Air Canada and Aeroplan miles will suffer the same fate. Aeroplan should look at super policies of Air miles and PC points.

I plan to launch complaint against aeroplan miles with the Ontario Attorney General and seek other folks to launch a class action law suit.

Harshad Patel [email protected])

It is so frustrating trying to con tact aeroplan. all you get is referred to the website. I have an issue that i need resolved , so I need to talk to a real LIVE PERSON.
How do I get to talk to someone????>?>??????

The aeroplan points were taken off my aeroplan account as a transaction, but no DETAILS of the transaction!!!!!!!

marlys judiesch
403-687-3058

It is unfathomable how a company can continue to get away with such an outdated expiry policy.

What is more astonishing is that they are able to hide behind a wall of bad telephone service as the only means of contact with the company.

When enquiring as to what my options were to get mileage I was told by an anonymous telephone operator that I could get a lawyer.

However, it is impossible to find a corporate address or email to send a lawyer's letter onward??

What a disreputable and distasteful situation.

I want to know how it its possible that a ticket from Edmonton to Sydney nova scotia that would have cost me 750.00 if i paid via visa was worth 12000.00 aeroplan points, but when I paid for the 90.00 tax and services charge it cost me an extra 10,000 points. I called and asked the customer service rep this question she told me there was really no explanation and that they didn't know how that calculation would be completed. She asked a supervisor and was told that was the equivalent point value for 90.00. They were willing to refund the 10,00o points but wanted a 125 dollar fee for changing the ticket! When I made the comparison between the 750 and the 90 dollars saying there was no proper proportioning of point vs dollars I was then told that the points have no monetary value. Well not for the flight it seems, only for the tax portion. Its unacceptable that such a large point value was put on such a small dollar value. when a 750.00 flight cost only 2000 more points than the 90.00 tax bill. This is one of the most frustrating customer service experiences I have ever had.

My sister received a letter in the mail telling her that her aeroplan miles were about to expire. I decided to check my account and discovered that my miles had expired. I didn't receive any notification that they were about to expire. I just completed a trip and received over 1000 miles and Thais all I have now.

My wife received an email in Feb 2016 that she needs to use her card or her miles would expire. I thought I would check my and found out that I lost 64,000 miles back on Nov 15, 2015. I have searched all emails and never received any notification. When I called they told me they sent me the mail on Aug 4, 2015. So now its my word against areoplan. At the time we were living at our cabin in Northern Ontario but went into town on a regular basis to get email. I explained that I have traveled the world and always use areoplan (living in China for 6 years) and had I known I could have used my card on many occasions. I fill up at Esso, shop regular at Home Hardware, stayed at the Hilton and have records from my Visa bill to prove this. They told me there is nothing they can do. Once again I did not receive the mail. Why would I let 64,000 miles expire.
What happened to the old Customer Satisfaction. I really cannot believe this is the way I was treated after being loyal all my life.
Can someone explain?
One more note: I sent three emails regarding this issue and was notified I would receive a response in 5 business days. Its been 15 days and nothing.

We booked through aeroplan points for a Disney vacation which we've been planning for 3 years. We stayed at an "off site" resort, booked through points, that offered a "family room" which was described as 2 connecting rooms with 2 queen beds in each room. When we arrived at our resort they advised us that we had only booked a regular room and paid under the regular amount, so they would not provide us with our family room and we shared a tiny room with 2 double beds, no couch, no chair, no tables. I couldn't get a hold of anyone from air Canada vacation for the entire first day of our stay and I was on hold for 4 hours. I wasted a whole day away from my children, spending the day on the phone waiting for someone to help me figure out this mess.

The hotel refused to upgrade us without an extra charge of $1500. The first representative I spoke with advised me not to pay the upgrade and we would ensure the room would be changed. The second day, the hotel had not received confirmation of the upgraded reservation for the family room, again we were unable to reach a rep until 9 pm.

The third day we were advised that the third party booking had contacted the hotel and the room descriptions were not matching, therefore they were unable to offer us a family room.

The fourth day we were told that yes, we had booked a family room but there were none available.

So 4 days spent in a tiny room with 2 kids that expected this to be the best vacation ever, our first family vacation in 3 years. The hotel did not compensate us in any way, or admit to any wrong doing. Air Canada vacations, while impossible to get a hold of, assured us that they would resolve this situation. Yet nothing was fixed until the 5th day of our vacation.

Now 5 days into our vacation we received what we paid for. I'm incredibly disappointed in this vacation, this airline, aeroplan, and the entire customer service team. The ladies I dealt with were very nice, but nothing was done in a timely manner. And while the vacation is only 7 days, time is of the essence when you're helping a family achieve their ideal vacation.

We spent over 350,000 aeroplan points on this vacation and over $3000. It's so disappointing when you don't receive what you've paid for. I've been told "just contact claims upon your return", but that doesn't make your vacation any better. The hotel room descriptions and the air Canada vacation descriptions need to be consistent in order to avoid this error in the future.

I have now been waiting over 120 days since placing my claim with Air Canada Aeroplan and nothing has been rectified. My suggestion is to cancel you Aeroplan and get a Capital One MasterCard that you can use for any travel, none of this hassle and inadequacy.

I travel back and forth from various locations on Canada from Shanghai each year - 3- 4 time a year - I got my Altitude card and set of "goodies" today - December 3, 2015 - Guess what a number of the coupon and specials had expired in November - Thanks a lot Aeroplan that really is great service. I completed my last flight in October of this year - get my package and guess what the card expires in less than three months - what kind of loyalty program is this? Over the years they keep saying it is getting better - but I do not see how - I like flying Air Canada International the service is good and food better than the Chinese Carriers and the flight is direct - I hate calling their contact center because I usually am on hold for anywhere up to 45 minutes - and unfortunately the 1-800 number is not toll free in China.

Wanted to use points to rent a car in SW UK. Called, agent said, had to book car rentals on line. Went online....tried to book the car, informed, that as it was outside of London, couldn't do it online, had to speak to an agent! So I did.............AGAIN. Agent said they needed to transfer me to another department to handle this request.............please hold. Over an hour later.....still no agent, no car rental. NO WHERE TO CONTACT THEM without going thru the same endless loop. The notion of customer service seems to be a foreign concept to the folks at aeroplan.

I recently booked a flight from Ottawa to the UK using Aeroplan points. Boy was I disappointed. My only other time doing this was about 10 years ago and was quite pleased - they charged me $150 to book return flights to Costa Rica and I had the choice of many flights to take.

This time was completely different. I had enough for 1 and 1/2 flights. The full return flight ended up being more than 1/2 the cost of the fare - and, because my partner was flying with me there was only one choice left which meant, we couldn't fly into Leeds - we had to fly to Manchester instead and we had to change planes in Frankfurt! Unbelievable. When I asked if I could just book a one way trip using the rest of my points it was even worse cause booking one way using points and one way paying cash would have been more than the cost of booking a return fare! And the return flight was awful - one night layover in the US.
They suggest that I try and get a one way fare using Expedia cause they might charge less than Air Canada. Unbelievable times 2.
When I asked how come it was so much to fly using points the salesperson explained that it was to cover taxes and the fuel surcharge. Fuel surcharge at a time when oil prices are dropping like a stone - as I type it's less than $41 a barrel! Clearly fuel surcharge really means the price we pay to fly using points.

I cannot believe how horrific the service is with Aeroplan. I have been a member since 1992, and spend many thousands of dollars on the CIBC credit card but that is all changing TODAY. I called in to confirm our flights overseas and was told that they could improve our flying times and get us into business by flying through Vancouver, rather than Montreal. What they didn't mention was that the fuel charge had changed, and they charged my credit card with an extra $485.00, plus the regular change fees of $94.50 each.! When I called in to question this, the so called "supervisor" reviewed the file, and couldn't even figure out where I was flying. She said she had to listen to the phone conversation to confirm that I hadn't been told. In actuality the staff member had told me the taxes could be about $100.00 NOT $485.00. In any case, she called me back, with the lamest story I have ever heard in my life. Usually I don't lose it on people, but I lost it on her. The story she came back with was an insult to anyone's intelligence, they were literally grasping at straws so they didn't have to refund the $485.00. This morning I decided I was going to write to the corporate head office. The MEDIA link on the website is not working, of course. I phoned into the contact centre, and asked for a VP's name, and it took her about 10 minutes to get me one. Then she gave me an email address that's not even a direct email. I asked for a mailing address, and she said they didn't give out that information!!!!! How can a national company not give out a mailing address????? It is very obvious, they don't want anyone contacting them! I am going to write letters to every mailing address I can find. This is a prime example of why people are dropping their Aeroplan program, and why they end up in the Press!!!!!