Aeroplan Overview
Aeroplan has a 1.5-star rating, derived from feedback provided by 635 customers. In the Airlines and Air Transport category, it secures the 22th position out of 232 companies.
Rating
Contact Information
Website
www.aeroplan.com
Phone
(800) 361-5373
Station Pointe-Claire-Dorval, Pointe-Claire, Quebec, H9Y 1K2, Canada
Aeroplan Reviews
Anonim
I can’t soeak with a live person to get my refund
I was not told that there would be a $750 deposit for my car rental. I was already charged for the rental to my credit Confirmed Booked on Sat, Aug 19, 2023 Trip ID 5378**** Car reference number: 2296****CA3
Roberto
DEDUCTION OF POINT
I was unable to buy some gift cards for myself and my point was deducted in the process of buying it, then it requires me to call the Aeroplan call center, which i have lay a complaint about that. i would be glad if you can help me restore the point back and let me be able to buy the card
Kathleen
Call centre must have only 1 employee
I booked a flight online with aeroplan and needed some clarification. I called 1-80*-***-**** and was on hold 1 1/2 hours when I was disconnected. I called back and have been on hold another 1 1/4 hours for a total of 2 3/4 hours without being able to talk to anyone. Going to give up for now. This has to be the WORST CUSTOMER SERVICE IN THE WORLD.
Shanzay
Got hacked, unable to get stolen points back
Got hacked in March of 2023, the hacker was able to use my points to book two flights. I have spent several hours on hold waiting to speak to someone about my case. In most cases I am on hold for more than 1 hour and I just give up. I think that might be Air Canada/Aeroplan's plan to not have to engage with their customers. On the rare occasion where I have been able to speak with someone the story is always the same, someone on the investigation team will have to investigate. There is no way to get a hold of this team directly, nor do they follow up with you. If you are lucky they do their job, and you get your points back, if not you just have to keep calling. 30 thousand points on the line. Might try to speak to a supervisor or manager today.
elizabeth
I had all my Aeroplan points stolen and I can't reach a customer service rep. I've tried so many numbers and the one on the internet (800361****) doesn't work unless you want to make a reservation.
I just want my stolen Aeroplan miles back. I would love to actually speak to a representative. I'm so frustrated at the amount of time I've spent on the phone. I looked at emailing Aeroplan but there's no option for stolen points.
Stephanie
Resolved: Missing points - credited to wrong Aeroplan Card
Updated by user Jul 17, 2023
Company fixed the issue and I have been provided with product or service ordered. VERY STRANGE.
I checked my Air Canada App today, July 17, 2023 around 2:30 pm, my points were not consolidated. That is when I decided to do the negative review.
As soon as I pressed send, in about 5 minutes - my points were credited, it was date stamped July 14th. Co-incidence or AI controlled to get away as much as they can..hhhhmmmm.
Original review Jul 17, 2023
The WORST MOST HORRIBLE SERVICE. I got a new credit card and they issued me a new Aeroplan card (even though I asked them not to). All I needed was for Aeroplan to consolidate my points. Simple, correct? NOT SO - waited for hours, finally opted to have someone one call me back on June 7th - took the agent 1/2 hour to collect information. Said it would be consolidated in 5-10 days. Called back July 7th (a month later) with tracking number. The agent located my case and could not give me an answer, and insinuated that they may not have a system to consolidate them! And when I pressed, he said, "Maybe in 35 days". It was already 40 days. FRUSTRATED and DISAPPOINTED
Laynee
Account assistance
Their customer service is non-existent, no chance of getting through to an agent and their IVR basically tells you to F off because they're too busy. Can't believe this is the level of service Aeroplan provides in 2023. Implementing the call back feature like AC pwould go a long way to making this experience bearable.
Craig
Bookings
Terrible website. We need to talk with someone asap. 807-630-****. Absolutely brutal customer service.
Anonim
I had a serious accident
I found it impossibe to cancel my Aeroplan booked flight AC611 on July 6. I had to return to Toronto on a flight earlier in the week which y travel agent booked for me after my serious accident
Cecylia
Impossible to Reach Customer Service!
Hello, Please help me update my account: both e-mail address and password. During the past two days, the Aeroplan AI Assistant at 800 361-**** Customer Service repeatedly hung up on me "because of the higher than expected number of calls" after a few initial minutes on the phone. Have you considered instituting a waiting system: first called-first served?
Senthil
Horrible service, can never connect to customer service
It's really atrocious and horrible customer service line they maintain. It's near impossible to connect to someone to talk about your booking or make new booking. My only option they provide on their website is to call customer service to change my booking but I called 12 times within the last 2 hours and every time they say "sorry we can't connect you as the call volume is very high and call us back later". Same message on various timings of the day and it doesn't matter what day of the week you make the call. I wish someone in AirCanada looks at these reviews and make changes if they have a heart.
Chris
They do not pick up the phone
I was on hold for over an hour. I tried to get my TD Aeroplan card fixed up and gave up after an hour. Called TD Credit Card on my TD App and immediately got it updated and fixed. Unfortunate TD is teamed up with Aeroplan.. I have to reluctantly use it anyways.
Huberte
Someone stole points and purchased
I've never left negative comments on company website but I've got to say Aeroplan is by far the worst for customer servicer. I noticed last month there we're 2 transactions in my account someone withdraw points and use them for 2 reward gift cards for a total of 45 000 pts (Order ID# AC8079**** & Order ID# AC9513****) I was able after 2 hours on hold to speak with an agent who confirmed my points would be back in my account between 14 and 21 days but so far nothing! Now, try speaking with an agent to follow up! It's impossible!! I feel violated that someone could just go and withdraw points from my account, especially when my credit card is a TD Aeroplan Visa card, so of course I'm worried! At this point I guess I'll just have to forget about the 45 000 point that was STOLEN from my account because I've just spent an hour just trying to get through their automated system to speak with an agent! I don't usually use social media but at this point I'm tempted to post something, maybe then I'll be taken seriously!?!?!
sk
Very frustrating website full of glitches and with no support or interest to resolve it
Updated by user Jun 10, 2023
nothing done at all - same issues
Original review May 10, 2023
I have yet to encounter any website so frustrating and inconsistent like Aeroplan. All of a sudden the availability of partner airlines disappear into thin air while it is showing open availability on each and every star alliance website. At the final stage of payment the page snaps and then it becomes a nightmare to obtain the information. Initially you were able to view the flights over a range of several days on the same screen and that has disappeared as well. The finial straw is trying to call the contact center. After holding the phone for almost two hours on a paid international call you will be rewarded with a grumpy staff who is in no mood to talk, leave alone to help, and asks for 30 bucks to do the booking even though you have a valid screenshot of the error messages.
Ashish
Struggling to get my business class flight points from last 5 months !!
Hi Team, I am Ashish Gupta(an Australian citizenthem themt) and did a business trip to Canada via Air Canada from 23 Sep - 7 Oct 2022 from Sydney(Australia). I provided Velocity Frequent Flyer account (Member no. 101076****) while making the bookings and I can see Air Canada is a partner in the program. Even though I had provided my Velocity frequent flyer number, I can't see any associated points being credited yet. I approached Velocity Frequent flyer team for the same and it has been more than 5 months but I can't see any points. They told me that Air Canada hasn't responded to their query about my missing points and I am completely lost and frustrated. Recently they told me that Air Canada told them that you have transferred my point to my Aeroplan account despite of me not providing any account information to you guys. In fact I never had any Aeroplan account before and I opened it only on 24th Jan 2023 (99****719) to see if I could see my points there. There were no points in that account and when I raised request for my missing points your Aeroplan team sent me email saying "This flight has already been credited. The Aeroplan points for this flight have already been credited to another account." . How can you transfer my points to some other account when 1) I provided your partner "Velocity Frequent Flyer" account no.101076**** in my bookings so how come my points are credited to your Aeroplan frequent flyer program. You can see this information in the attached tickets. 2) I never had any Aeroplan frequent flyer account number before, not did I provide it in my bookings so how come you allocated it to some account which I am not even aware of. 3) I created Aeroplan account : 99394**** on 24 Jan 2023 and I don't see any points in there Can you please provide me my points (they are business class tickets so I can't afford to lose my points) on my velocity frequent flyer 101076**** or Aeroplan 99394**** account ? If you need any confirmation about my identity or documents proving that I am Ashish Gupta who was the traveler then please ask me and I will provide the same. I am also attaching my passport copy so that it helps in your investigation. I have no idea whose account have you credited my points with. If you have transferred to some other account which I am not aware of then please let me know credentials of those accounts such as Aeroplan account number, username and password so that I can use it because clearly I never created it in the first place. Note: Ashish Gupta is not an uncommon Indian name so you could have committed a mistake, but I can't let my points to be credited to someone else's account . Please resolve my query on urgent basis as it has been already )5 months and I have been annoyed beyond imagination. Also not to mention that I am not able to talk to any customer care from Air Canada as it is always busy (I have been trying for ) 10 weeks now. Looking forward to your cooperation and immediate resolution. I provided my tickets/passport copy etc and dropped several requests via your website page (as there is no email ID given) and I just received general response that it will be resolved within 8 business days but nothing happens. It has been my 4-5th attempt to contact via letter as I can't connect to your customer care phone numbers from Australia as it seems it is always busy and I have been on line for several hours for several weeks now. Please can someone resolve my query. Is this how you treat your business class customers ?
Anonim
Booking
When I booked my flights from Cartagena Columbia to Dakar, Senegal, online at 60,000 pts which did not complete because your system unilaterally Cancelled my entire flights because somehow it wouldnt honour my original purchase I was put on Hold for 1.5 hrs Long distance with NO answer?! Twice!!!. With no resolution?!! Dropped calls, No return Calls as promised.I wasted an entire Day of my holidays trying to rectify my flight purchases Then points practically Doubled when Zi tried to Rebook online. CS put me on hold for an extensive time with either a no answer or dropped call& I would have to call back (4cs)?!! Your system would recognize my Plan membership #, nor properly record my call back phone # ?!! (continually mistakenly recorded phone #s inputted manually and/or verbally?!!. The fact that Air Canada customer service people cannot share the work load with Aeroplan CS people is unacceptable. This entire booking experience was horrible And totally frustrating at EVERY LEVEL!! Feb.1123 4RC9ME Booking # Cartagena to Dakar, Senegal Feb.1123 4:30am (EST) 38054**** Aeroplan member # David Thomas Griffith Jones 102-321 Railway St. Vancouver BC FYI-I had to go back on line and book separate segments of my trip: Cartagena to Brussels via Bogotá, Newark NJ/ Brussels to Dakar thankfully the last segment had only asked for 25000 pts Soi I got here in Dakar by self booking! Wasted an entire day talking to 4 agents Getying nowhere and being put On hold for nearly 5 hours. Thats UNACCEPTABLE!!!