Aeroplan Customer Service Issues

My 86-year-old mother, who is immune compromised and hasn't been going to her regular stores during COVID, noticed there hasn't been any activity on her account. She had nearly [redacted],[redacted] points transferred from my father's account about three years ago after he passed away. She recently spent two hours waiting to speak to someone only to be told that those points have expired. She is upset as she relied on those points. I urgently need assistance to restore my mom's expired points.

Dear Sir/Madam, I am writing to address my recent travel experience and inquire about receiving credit for my air miles. My Aeroplan number is [redacted] [redacted] [redacted] under the name Josephine A. Wright. I am a missionary based in Uganda and travel to Canada every 2 or 3 years, predominantly flying with Air Canada or its partner airlines. During my most recent trip, I flew with Brussels Airlines on August 22nd from Entebbe to Brussels, and then continued on with Air Canada from Brussels to Montreal and Montreal to Halifax. My upcoming return trip on October 31st, [redacted], will take me from Vancouver to Montreal, then onwards to Brussels and finally to Entebbe via Kigali. I kindly request that the air miles from these flights are credited to my account. Additionally, I have encountered issues with resetting my password despite numerous attempts. I sincerely appreciate your attention to these matters and eagerly await your response. Warm regards, Sr. Josephine A. Wright

I attempted to contact Aeroplan for a potential refund. Previously, I called Aeroplan to use points for booking, but encountered multiple "error" messages. After booking was completed and a $30 agent fee was charged, the partner airline altered the itinerary, leaving only 25 minutes for an international transfer. Additionally, I was downgraded from First Class to Premium Economy on the return flight. Despite three failed attempts of over two hours each to reach Aeroplan and having to cancel the booking online to secure a different route, I am yet to receive a refund for the original booking fee, agent fee, or the incurred cancellation and new booking fees. I am now waiting on the phone for the fourth attempt to reach Aeroplan customer service.

We are a family of five - two parents and three children. Before the Aeroplan system update, our family had multiple linked accounts under the email [redacted] Unfortunately, we lost access to certain accounts during the update: Affected accounts: - Peter Caravan: [redacted] [redacted] [redacted] - Clio Caravan: [redacted] [redacted] [redacted] - Jasper Caravan: [redacted] [redacted] [redacted] Clio's account seems linked to Peter's email, so Peter created a new account, [redacted] [redacted] [redacted], under pcaravan+[redacted] due to travel urgency. We need help combining Peter's old account, [redacted] [redacted] [redacted], with the new account, [redacted] [redacted] [redacted]. Also, Jasper's account exists but lacks an email. Visiting the Aeroplan site didn't help, and calling led to long waits. We hope to access Jasper's account by adding [redacted] or pcaravan+[redacted] Our family members are Vera Hoffman, Beatrix Caravan, and the three mentioned earlier. We've formed a Household account. It includes myself, Clio, the new Peter, and Beatrix, and we'd like to include Jasper and the old Peter. Clio, Jasper, and Beatrix are kids. Please CC Peter when responding at pcaravan+[redacted] or [redacted] Thank you for your assistance.

My son's Aeroplan account email has been mistakenly switched with mine, causing a mix-up in our email notifications. We received a request from Aeroplan to consent to their privacy policy, but as I am unable to access my account, I tried to create a new one with my email and was unsuccessful. It seems I cannot create a new account with the same email address. This has been quite frustrating, and contacting Aeroplan about this has not been easy. I hope someone can assist me in resolving this issue before November 8, the deadline for the email consent update. Thank you for your help. Kind regards, Evelyn B.

I am having issues accessing my Aeroplan account after changing my email address. When I try to log in, I am unable to do so and prompted to create a new account, which is also not an option. I have not utilized this account for years and would like to start using it again, particularly to earn points from LCBO. The only change in my account information is my email. A message suggesting a password reset was sent to my old email address, adding to my frustration. Despite spending over an hour on my computer trying to resolve this, I have been unsuccessful. I attempted to seek assistance a month ago with no luck. Contacting the helpline only leads me to voicemail without the option to speak to an agent. Being 92 years old with low vision, I am finding this process challenging. Assistance would be greatly appreciated.

I recently attempted to sign up for an Aeroplan account but accidentally entered an incorrect email with a combination of my two email addresses. The email I used, [redacted], does not exist. The correct email is [redacted] Unfortunately, I closed the window before recording the essential 9-digit Aeroplan code provided to me. When I tried to retrieve it, it got sent to the non-existent email address. I'm unable to create a new account as my name and birthday are already in the system. I need assistance either deleting my current account, which is empty, so I can create a new one, or changing the email to [redacted] to receive customer support emails. Your help in resolving this is greatly appreciated as I need the account to earn points for an upcoming flight booking. Thank you.

I recently received an email in French from eStore regarding order #[redacted] for 3 items purchased from Amazon using my Aeroplan account #[redacted]23 at 70,[redacted] points each, totaling [redacted],[redacted] points on October 24, [redacted]. I did not make this purchase, nor do I shop on Amazon. It's clear that my account has been compromised, leading to fraudulent use of my points. I am requesting a thorough investigation into this matter and the restoration of my points to my account. This is the second occurrence of such fraudulent activity on my Aeroplan account, and I am extremely frustrated and upset by the difficulty in reaching Customer Service to address this issue. Despite spending over 3 hours attempting to contact them since receiving the email from eStore, I have not been successful.

After enduring frustrating hold times of 56 and 73 minutes, I am still unable to reach Aeroplan for assistance. I intended to credit the miles from my international booking to my United Airlines Mileage Plus account, but I am struggling to get through to Aeroplan to facilitate the transfer. Today, the hold time has increased to a whopping 87 minutes, making it challenging to even enter the queue. The system prompts me for account verification multiple times, only to reject the information as invalid after entering it.

I have been attempting to update my Aeroplan account online without success. Unfortunately, I have been unable to reach a live person when calling for assistance. About a week and a half ago, I received a message instructing me to leave my number for a callback, but have not received any follow-up communication. My Aeroplan number is [redacted]03, and my email is [redacted] On the other hand, I was able to successfully update my husband Larry Miller's account after several attempts. His Aeroplan number is [redacted]95, and his email is the same as mine. Kindly contact me on my cell phone at 1 [redacted]. Thank you. Judith Miller

Hello, I am currently experiencing difficulty accessing my Aeroplan account. When I attempt to log in with my username and password, I receive a message stating that an access code has been sent to the email address on file. Unfortunately, this email address is no longer valid, making it impossible for me to access my account to update the information. I have made multiple attempts to contact Aeroplan's customer service line for assistance, but have been unsuccessful in reaching a live representative despite extensive wait times. I would appreciate any alternative solutions you could offer to help me regain access to my account. Could you assist me in resetting my password? Thank you for your assistance. Best regards, HVK

Upon signing up for my Chase Aeroplan credit card, I was expecting to receive two reward certificates for 50,[redacted] miles each by meeting the minimum spending requirement within the first three months of opening the account. I successfully completed this spending goal, but I have not received any communication nor can I see the certificates in my online account. I am concerned about this oversight and would like to clarify the situation to proceed with planning my trip. Kindly reach out to me via email to address this matter. If a phone discussion is necessary, please provide a direct number to expedite the process and prevent unnecessary transfers. Thank you, Jay S.

I have been encountering issues accessing my Aeroplan account, along with my husband. I am the primary cardholder of the TD Aeroplan Infinite Visa, while my husband also has a card linked to the account. Despite various attempts to resolve the login problems, including password resets and account creation due to inactivity, the efforts have been unsuccessful. Contacting the Aeroplan Contact Centre only led to automated responses directing me back online, which is unhelpful given the login difficulties. It seems challenging to engage with a real person for assistance in this matter. As today is the deadline to maintain online access to both accounts, I am frustrated and in urgent need of a solution. The automated responses have been ineffective and do not address the login issues I am facing. It appears there is a lack of human support to resolve this matter promptly, leading to a sense of deliberate obstruction in accessing our points. I believe a more direct and human approach is necessary to address this problem promptly and provide the required assistance. Any suggestions on how to proceed would be greatly appreciated. Thank you. - L.

I have a Visa Aeroplan Gold card, and I have been unable to get personal assistance from Aeroplan at 1-[redacted]. Even though I have been earning points regularly, CIBC mentioned that my account might be inactive. To address this, CIBC opened a new Aeroplan account, making it easy to merge the two accounts. However, I am struggling to combine the old and new accounts due to outdated profile information. I am looking to speak to someone to help me unify my accounts and ensure that my old Aeroplan number is still valid, especially since I recently booked flights using it. I am frustrated with the service and hoping for a personal contact to resolve these issues. Please reach out to John A. Pearson at [redacted] or [redacted]. Thank you. John Pearson, Moncton NB.

Dear Aeroplan, I am unsure if this is the right place to address my concern. I have been an Aeroplan member for over 20 years. In October [redacted], I booked a flight online with Air Canada from Sioux Lookout, ONT to Thunder Bay, then to Toronto, Münich, and Basel, Switzerland. I tried to use my Aeroplan account number ([redacted] [redacted] [redacted]) but it was not accepted. Panicked about losing my miles, I created a new account ([redacted] [redacted] [redacted]). Now in Switzerland, I attempted to access my original account ([redacted] [redacted] [redacted]) on your website without success. Even after requesting a password reset link, I didn't receive an email. My old account with over 60,[redacted] points seems unrecognized. My new account only has around 2,[redacted] points from my Basel flight. I kindly request assistance in MERGING these accounts to prevent losing my accumulated points. Old Account: Ms. Karin Wyss Werner Aeroplan number: [redacted] [redacted] [redacted] New Account: Karin Wyss Aeroplan Number: [redacted] [redacted] [redacted] Both accounts should have the same profile information: Mailing address: Karin Wyss Gundeldingerrain 51 Basel, [redacted] Switzerland Email address: [redacted] Date of birth: 01 MAR [redacted]

Hello, I have been attempting to access my Aeroplan account for the last two weeks. After entering my account number and password, I receive a message stating that a confirmation code has been sent to an outdated email address associated with my account. As a result, I am unable to log in and update my email information. I have spent numerous hours on hold trying to reach a live representative at the contact number [redacted], without success. Despite entering my postal code, I receive an error message claiming the information is incorrect, even though my postal code has not changed in years. I would appreciate any assistance in updating my email address to the one I am using to send this message. Thank you.

I am experiencing issues with all the Aeroplan bonus offers I receive via email due to broken links. Currently, I am attempting to sign up for an offer to earn up to 10pts/$1 spent with [redacted]+ retailers through the Aeroplan eStore. Additionally, as a TD® Aeroplan® Cardholder, I am eligible to earn an extra 10pts/$1 spent when I register and pay for eligible eStore purchases using my card from Nov. 24‑29, totaling up to 20pts/$1 spent. However, when I click on "Register Now," it leads me to an error page with the message "This site can’t be reached." This occurs consistently with all Aeroplan offers on both my laptop and phone. This issue does not arise with any other offers or emails, only with Aeroplan.

I recently flew with Air Canada and usually collect Air NZ (Star Alliance) points, but my points were not applied. The phone lines are busy, so I tried submitting a missing points form, and the points were credited to my Aeroplan account instead of Air NZ. I realized there must be a separate form for Star Alliance partners. I am requesting Aeroplan to adjust and award the Air NZ points for both the credited flight and the pending flight, as only one missing points form was submitted.

I am seeking to purchase Aeroplan miles for my account, but encountered issues while trying to do so online using my Chase Aeroplan Mastercard for payment. Surprisingly, an Aeroplan credit card is not accepted for Aeroplan purchases on their website. It seems like typical Air Canada behavior. The telephone number provided by GetHuman has resulted in long wait times of up to 60 minutes, with the same music playing repeatedly in the background. I attempted to use my American Express card on different days between Nov. 21 and Nov. 27 but faced the same issue. On my third attempt, I finally reached an Aeroplan representative who mentioned that their system does not allow the purchase of Aeroplan miles from Aeroplan directly. The agent promised to escalate the issue to IT upon their return to work on Monday, but the situation is frustrating. It appears they cannot even manage their own credit card system. Thomas

I arrived in Ixtapa yesterday from Canada and used my Aeroplan points to book a stay at the Holiday Inn. The front desk staff at the hotel mentioned that Aeroplan had not paid for the booking, so they charged me on my credit card. However, my paperwork clearly shows the confirmation #, invoice#, and Trip ID #, confirming that Aeroplan has already paid. Unfortunately, I can't make calls from Ixtapa due to my text-only phone plan. When I tried calling customer service yesterday, I faced a long wait time for assistance. I am looking for an email address to send my complaint and request reimbursement of my Aeroplan points. Any suggestions or assistance would be greatly appreciated.