Aeroplan Customer Service Issues

Regarding Booking Reference PD8N3S: Currently located in Spain, we have travel plans departing from Barcelona to London Heathrow on March 20th, then 10 days touring England before flying from Heathrow to Washington Dulles and onwards to Ottawa on March 30th. Due to the uncertain Coronavirus situation, we are reaching out to Aeroplan to adjust our flights to a direct route from Spain to Canada. We would prefer a direct flight from Alicante to Ottawa but are open to departing from Barcelona, Madrid, or Malaga and arriving in Ottawa, Toronto, or Montreal. Please get in touch urgently at [redacted] or [redacted] or [redacted] We hope that these changes can be made without extra charges or loss of points for either of us.

Subject: Assistance Needed with Flight Changes for Chris B. and Judith B. Message: Currently located in Chania, Crete, Greece, we hold return flights to Victoria, BC via Aeroplan through Athens, Paris, and Toronto on April 1, [redacted] (Reference: MWILQW). Despite multiple attempts, we have been unsuccessful in reaching Aeroplan by phone to reschedule our flights to return to Canada soon. Air Canada has informed us that our initial flight from Chania to Athens has been rescheduled from 6:20 a.m. to 9:20 a.m., causing us to miss our connecting flight to Paris. No further adjustments to our itinerary have been communicated to us. Kindly reach out to us via email promptly to assist in rearranging all our flights.

I am struggling to cancel my flight despite trying every method available. The email process requires a new password, but when I called to resolve this during booking, I spent over an hour on the phone and was assured the issue was fixed. However, I have received new codes six times today, only to be told they are invalid. The phone number provided just leads back to the problematic email system. I am 73 years old and facing knee replacement surgery next month, which makes traveling amidst the current concerns over the virus very worrisome for me.

Hello, my name is Al Steven Warunkiw, and my return flight [redacted] from Athens to Toronto on March 30th was canceled. Instead, I was offered the following alternative flight by Air Canada: Flight: AC879 Departure: Mon Mar 30 09:55 Zurich Airport (ZRH) Arrival: Mon Mar 30 12:25 Toronto Lester B Pearson Airport (YYZ) Duration: 8h 30min Class: Economy X789 Meal Information: not available I am very disappointed because I paid for a flight from Athens to Toronto, not Zurich to Toronto. Please correct this and provide a connecting flight from Athens to Toronto. You can reach me at [redacted] I kindly request your assistance in resolving this issue promptly.

To whom it may concern, I am a Canadian citizen currently in Rome, Italy, with my family residing in Canada. I have a flight reservation with AC Aeroplan under reference number VZ9H66 to return to Canada on April 11, [redacted]. I am looking to change my departure to March 25th or 26th, [redacted], due to recent circumstances. Despite my efforts to rebook online, I can only cancel the existing booking. I have been trying to reach Aeroplan by phone for 5 days without success, facing long wait times and dropped calls. I am eager for Aeroplan to contact me promptly to explore travel options for the requested dates. My contact number in Italy is 39-[redacted]. Your prompt assistance is greatly appreciated. Best regards, David M. Aeroplan member [redacted] [redacted] [redacted]

For several years now, I have been receiving mail meant for five individuals at my address - [redacted] D’Aoust, K1T 1P3. The names are Mr. Noureddine, Mrs. Farida Houache, Miss Firdous Hadgmoussa, Ms. Dala Hadgmoussa, and Miss Hanana Hadgmoussa. I am Michel Mercier, the homeowner, and these individuals have never resided here during the twenty years I have owned this property. It's concerning, and I suspect foul play. Please reach out to these individuals to rectify this ongoing issue. Thank you, Mr. Mercier. Please contact me at [redacted] for any further information.

Hello Aeroplan/Air Canada, I am reaching out to inquire about the change fee I was charged when canceling my flight on March 12th. I attempted to contact Aeroplan via phone but faced challenges. I canceled my flight the day after the cruise I was booked on was canceled, eliminating my need to travel to Florida. I believe Aeroplan is waiving flight cancellation fees currently. Can you provide insight on why I was charged $[redacted].50 for a change fee? My name is Susan Blatz, Aeroplan number [redacted]14. The canceled flight was from Toronto to Fort Lauderdale on March 26th, returning on April 6th. Thank you for your assistance. Susan Blatz

I received my JBL Live [redacted] headset yesterday, but it has very low volume even after charging and connecting it to my Android phone and tablet via Bluetooth. The volume is lower than my phone and tablet speakers. I've attached images of the box and headset. Please replace it with a headset that has better volume. I wonder if the JBL Live [redacted] headset has better volume? The current headset is unusable due to the low volume, and I get better sound quality from earbuds. I appreciate your assistance. Thank you.

On March 9, [redacted], I canceled my flight with Aeroplan and was charged $[redacted].50 according to their policy. However, on March 13, [redacted], Aeroplan changed their policy to no longer charge for flight changes or cancellations. I called on March 28 to inquire about a refund due to canceling just 4 days before the new policy was announced. The agent informed me that I did not qualify for a refund without providing a satisfactory explanation. It is disappointing to be excluded from the refund group when our circumstances align with those who are getting reimbursed. I wish to file a complaint with someone who can adjust Aeroplan's policy. Thank you for your assistance.

I have been a loyal customer of Home Hardware for many years. However, last year, they sent me a letter demanding a purchase even though I had recently bought something from them. Unfortunately, their customer service was unresponsive despite my attempts to contact them via email. I expressed my frustration to Home Hardware, explaining that supporting a company like that was not acceptable. I have decided to stop doing business with companies affiliated with Aeroplan as a result. Although I have lost some points, it is a small price to pay. Home Hardware continues to send me letters insisting on a purchase, but I refuse to engage with them. My advice is to avoid dealing with Aeroplan altogether.

On March 12, [redacted], I contacted Aeroplan to cancel two flights, one to Los Angeles from Montreal and another return flight from San Francisco. After waiting for hours on the phone, I accidentally disconnected the call when I received a message about my compromised credit card. When I tried calling back, an Aeroplan agent, likely named Renée from Vancouver, reached out to me. Even though I missed her call, I received a voicemail from her. I just want to express my gratitude for her kindness and commend Aeroplan for having such caring employees. Hopefully, Aeroplan can pass on my thanks to Renée for her assistance that day. I am still thankful for her help many months later. Thank you!

My husband, James P. Murtagh, passed away in August. I successfully updated our Aeroplan number [redacted]65 to be under my name by providing a copy of my Passport for verification. I am inquiring about the Aeroplan card under his name. Could you kindly issue a new card with my name on it? I will promptly dispose of the existing one in his name. Thank you. Karen Murtagh

Hello, I placed an order for Costco cards around three weeks ago before your system changed. Unfortunately, I have not received them yet. I'm unable to log into my account using the number [redacted] under the new system. I just want to ensure I receive the cards I ordered for Christmas gifts. If you check my account, you will see that the points have been deducted, but I haven't received the cards. Additionally, I'm also unable to find information on my wife's points. Her name is Pat Booth, and her number is [redacted]. We traveled to the UK and Germany in business class last year. I've tried reaching out several times without success, even after speaking to someone who promised a follow-up within 72 hours. I appreciate any help you can provide. Thank you, Colin S Booth.

Hello, I placed an order for Costco cards about three weeks before your system update. However, I have not received the cards yet. I am unable to log into my account *** *** *** as the new system does not recognize my number. I just want to receive the cards I ordered for Christmas gifts. If you review my account, you will see that the points have been deducted but the cards have not been delivered. My details are as follows: Colin Booth *** *** ****, ****- **th Ave West, Vancouver BC V*N*R*. Additionally, I am having trouble accessing information about my wife's points, Pat Booth *** *** ***. We flew to the UK and Germany in business class last year. I have tried reaching out multiple times but have been unsuccessful. I spoke to someone about a month ago who assured me that I would be contacted within ** hours, but I never heard back. Thank you in advance for your assistance. Sincerely, Colin S Booth.

I am having trouble accessing my account after your recent system change and I would like to speak with a representative. Please call me at [redacted]. Approximately three weeks ago, before the system update, I ordered some Costco cards which I have not received. I am unable to log in to my account *** *** *** as the new system does not recognize my information. I simply want the cards I ordered for Christmas presents. The points have been deducted from my account, but the cards have not been received. My name is Colin Booth, and I reside at ****- **th Ave West, Vancouver, BC V*N*R*. Additionally, we are unable to locate information about my wife's points, Pat Booth *** *** ***. Despite traveling to the UK and Germany last year in business class, the points do not show up. I have made numerous attempts to resolve these issues with no success, even after speaking to a representative who promised a follow-up within ** hours, which did not occur. Thank you in advance, Colin S Booth.

Hello, I ordered some Costco cards three weeks before your system change but have not received them. I am having trouble logging into my account with the new system as my number is not recognized [redacted]. I only wish to receive the cards I ordered for Christmas gifts. My account shows that the points have been deducted, but I have not received the cards yet. For my wife, we are also unable to find out about her points [redacted], although we traveled to the UK and Germany business class last year. I have contacted customer service before but have not received a response as promised. Please assist me with this matter. Thank you, Colin S Booth.

I logged into my Aeroplan account tonight. I received an email with a verification code, which I entered to access my account. As I was checking for flight costs, I started getting several emails about password resets and account changes. This has happened before, and I lost most of my Aeroplan miles. When I tried to log in again, my original password didn't work, so now I can't access my account to change the password. I'm concerned about what's happening to my account and would like some assistance. Thank you. - L. Kimoto

I, Kam Hung Li, an Aeroplan member with membership number [redacted]46, recently encountered issues logging into my Aeroplan account. Despite attempting to reset my password, I did not receive the reset link, potentially due to Aeroplan sending it to my old email address ([redacted]). Even after successfully accessing my old email, I still did not receive the reset link. Consequently, I am unsure which email address Aeroplan has on file for me. Additionally, I had previously booked a return ticket from Vancouver to Hong Kong on March 27th with booking reference 29LN9A. I now wish to postpone my return date but am unable to log in to Aeroplan to make the changes. When I attempted to contact the Aeroplan Centre for assistance, I was prompted to enter a PIN number which I did not have access to due to my inability to log in to Aeroplan.

Subject: URGENT: Aeroplan Membership Card Issue Dear Aeroplan, I am writing this as a second reminder, now marked urgent, regarding my previous email inquiries sent on May 19, [redacted], and May 26, [redacted]. I have yet to receive any response from your team regarding my lost Aeroplan membership card. I joined Aeroplan in March [redacted] under BIN [redacted] with Aeroplan Number [redacted] [redacted] [redacted], Code 8 for Demetre Louizos. Regrettably, I seem to have misplaced or lost my card and am unable to locate it. Considering my upcoming travel plans, I kindly request your prompt assistance in issuing and mailing me a duplicate Aeroplan membership card to my address at [redacted], rue Hutchison, App. [redacted], Montreal, Qc, H3N 1Y7, CANADA. Thank you for your attention to this matter. Sincerely, Demetre Louizos, Eng(Qc), Cons. Eng., Former Lecturer in Science & Engineering McGill & Sir George Williams (now Concordia) Universities, Montreal Cell: [redacted]

I recently reached out to Glacier Travel in Nelson, B.C. regarding my [redacted],[redacted] Aeroplan points. Surprisingly, they mentioned that I have 0 points in my account. Over the years, I have diligently transferred my Amex travel points to my Aeroplan account under the account number [redacted] [redacted] [redacted]. Can someone verify the status of my Aeroplan points as I was hoping to utilize them for upcoming travel plans? Thank you, Dr. J.M. Jameson