ComplaintsforAIR MILES Reward Program
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
26/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Airmiles has reduced my status to Gold from Onyx. Even with earning more then enough miles to continue as Onyx. I also have a B.O.M. World Elite , Airmiles ********** which as advertised on their website entitles me to an automatic Onyx level status. Their website "bot" was completely useless. Tgey were not accepting phone calls. Their callback will take up to a week. The booking of a hotel would not accept location information. A complete mess. And not a single representative available for help. I have been with Airmiles since 1982. **** ** * *********Business response
27/02/2024
Our Office has contacted the client to discuss the issue.Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got an airmiles card and started earning airmiles points, You need to spend $20 to get one airmile. Some items in stores like *****, *****, ** ************ ******* ******** **** **** were other partners, I had total of 3100 points that I accumulated in years and never used, The airmiles has blocked my miles and I am unable to use any. I have sent email with proof of my ID and other details but they no one answers. I tried to call them and chat , I was on hold for hours but one answers. Can you help me getting my points earned from them , so that I can use them.Business response
04/01/2024
Our office is reviewing the issue and has reached out to the client to offer assistance.
Initial Complaint
13/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
November 6/23
I'm trying to use my Air Mile points for a booking. Tried twice on line. I put in dates, times, location etc, and it just takes me to a reset option. When I call, I get put on hold, then finally a message comes on asking me to book a call back time. I've done that twice, and of course no one calls back. ************ For what it's worth here is my collector card number ***********. Thanks
Business response
17/11/2023
Hello, we have contacted the Client, thank you.Initial Complaint
31/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Tried multiple times to contact Air Miles to no avail. As well as sitting on hold for hours at a time with no answer.Business response
09/08/2023
collector has been contacted and complaint acknowledgedInitial Complaint
13/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My collector # is ***********. Due to health reasons, I was out of the country for a couple of years and I lost all my air miles that I accumulated. I contacted customer service last month and was told that I had almost 2,500 Air miles that were lost due to inactivity. I explained to them the situation and they offered me only 200 miles as a goodwill gesture. I told the rep I wasn't happy with that and would like to escalate. he said there is no way to escalate and that there is nothing else that could be done. I found a phone number for the office of the president and called them 2 weeks ago and left them a voice message. no answer yet. left another message last week and no response yet. I called customer service today and after a 2 and 1/2 hour wait on the phone and explaining the situation nicely the rep, she disconnected the call. * ** * ******** ****** ** * **** ******* ****** *** ****** ****** ****** *** ***** ****** hope you can help me. thanks.Business response
19/12/2022
Our office has reached out to the client to discuss the policy however the client remains dissatisfied.
Customer response
19/12/2022
Complaint: ********
I am rejecting this response because the lady who called me did not offer me anything. The representative *** ********* *** *** *** *** *** read me the terms and conditions saying she cannot do anything for me. * ***** **** *** *** *** ***** ** ****** *** * ******** ****** ** * ******* ****** *** ***** *** ***** ** * **** *** *** ***
Sincerely,
**** ******** ******Business response
21/12/2022
Our office has provided an explanation and direction however the client remains dissatisfied.
Initial Complaint
01/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
After almost 22 years of collecting air miles (since 2000) - They "retired" all my points. I am a retired senior and can't spend enough to reach the minimum $ to get points. And because they couldn't see any activities wiped out my entire history. **** ***** ******* ** *** ******* ***** ********** *** ******** * **** * ******** **** * ***** ***** * ******* ** * *** ***** ***** *********** **** *** ***** *** **** ***** ******** *** ** *** ***** **** ** **** ** ** ******* I am demanding to reinstate all my points. ** **Business response
18/12/2022
we are in process in reaching outCustomer response
18/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. They are going to contact me. So far nothing to accept or reject. Let's wait until they contact and offer a resolution..
Sincerely,
******* ********Business response
02/03/2023
Our office has contacted the client to discuss the policy however the client remains dissatisfied.Customer response
10/03/2023
Complaint: ********
I am rejecting this response because:
The company has misunderstood their position. They do not own my Air Miles points, they just keep track of them, and the best comparison is to a bank. Would anyone accept a bank one day deciding to take all the money in an account because the customer did not spend it? The points I collected are from money I spent last 20 years. While I could have bought more things 15 years ago, I decided to save them for later. ** ****** ****** ******* ** ********** *** ****** **** **** ***** ****** **** *** ** ***** **** **** ***** *** **** **** ** *********** ******* The company took all my points, and then during a phone call, offered to return some of the points to my account. And if I want the rest, I have to pay $0.15 per point. ** ** **** * ****** ******* ****** ** **** ****** *** ****** *** **** ***** *** **** ***** ******** ** ****** **** ** *** ** ** *** *********** **** * *** ** * ****** ******* **** *** ******* ******* *** ********** **** ** ************ ** **** **** ******* **** ***** **** ******* ** ******* ** ***** *** ****** *** ****** ****** **** ** **** ** * ********** *** ***** *** ******** **** *** **** *** **** ***** ** ** ******* **** **** ******* * ***** **** **** ** *** ****** * ***** ****** ****** ** *** **** ***** *** **** ****** **** ** *** **** **** ****** ** **** ******** * **** *** *** **** ** ** *** ***** * *** ****** ***** ***** * ************ ******** My final answer is that they must put back all my points *** *** **** ******* ** ******* ** ******
Sincerely,
******* ********Initial Complaint
08/09/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Airmiles Hotels + Cars Booking #******* - Case #***** Booking number ************** We made a reservation for a car rental to be pick up in San Diego on the 3 of April 22. We were travelling with **** ***. Our connection from Toronto was cancelled late that night and the flight postponed to the next day. We try to contact the supplier by were told we had to call Air miles office to do any change. We try but AirMiles office was closed and the next day being Sunday, Air miles office is also closed. On Monday we succeeded to talk to an agent Maverick M. ref *************) and were told that we would be reimbursed. The claim has been declined because of a No-Show. If we would have been able to contact Air Miles, the situation would have been different. I would like the air miles point to be refunded. Thanks for your helpBusiness response
21/09/2022
**** ******* contacted and issue resolvedCustomer response
21/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****** *******Initial Complaint
20/06/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked the ********************* in Owen Sound, Ont using Airmiles points for April 23. Upon arrival with my mother it was evident that we could not stay there. It was appallingly filthy so we immediately left. We then proceeded to pay out of pocket for a night at another hotel. As soon as we checked in I contacted airmiles. They opened a case for me and said it would take 7-10 business days to refund my airmiles points and possibly a monetary refund for out of pocket booking. They have been giving me the runaround since with no resolution. Most recently they have told me it's a third party "*************" that had declined my refund. The ********************* has sent Airmiles all the neccessary documents to issue a refund. Still nothing. I have attempted to contact ********* and there is no reachable phone #. At the very least I would like my airmiles points refunded. A monetary refund would be great but not expected. Thanks in advance for your help. I hope with your help we can get a resolutionBusiness response
29/06/2022
Business Response /* (1000, 6, 2022/06/22) */ We have been in contact with the client and have been able to resolve to their satisfaction. Thank you. Consumer Response /* (2000, 9, 2022/06/22) */ Complaint has been resolved. Thank you immensely for your assistance and help to reach a quick resolutionInitial Complaint
26/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed Order #: *************** on April 26, 2022 using my air miles reward miles for 2 pairs of ********************* Sunglasses - Carbon Frame/Grey Polarized Lenses. I received the notification that the items had shipped via *********** with a signature required under the tracking # **************** . On May 2, 2022, when I tracked the items they showed on delivery that day, at the end of the day I still had not received the items but yet the tracking on *********** showed delivered with an unknown signature and no location of where they had been delivered. I immediately reach out to *********** and they opened a service ticket under ticket # **********. At this time I was instructed to WAIT until May 5th and if they had not shown up to contact the shipper, Airmiles. I waited until May 6th and reach out to Airmiles via chat. Again I was told to WAIT until May 24th even though the tracking clearly showed the items shipped and "delivered". Today I called and spoke to some one, he never said his name, and he told me to WAIT another 10 days! He was sending this to another department and I in fact need to wait at least another 10 days for someone to call me! Why do I need to keep WAITING for the items when it is clear from May 2 on the tracking information something is wrong. I would like to have the items and now that I have done all this waiting, I don't even see the items available on the rewards site any longer.Business response
29/06/2022
Business Response /* (1000, 5, 2022/05/31) */ Our office has contacted the client to offer assistance. Consumer Response /* (2000, 7, 2022/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) will work with me to get this matter resolvedInitial Complaint
03/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
In Oct 2019 I had a trip planned for Nov 2020. I redeemed point for 9 ************** tickets. 750 a ticket for 6750 points. Due to covid we could not travel now we have booked our trip for Jan 2023. I was wanting to reserve the seats and have found that ******** does not have a venue in Orlando any longer. I contacted airmiles and was told there are no refunds I did ask since ******** is a part of ************* that these they could see if we could exchange them. ******** wont talk to me since these are purchased third party. They refuse to do so. This is all im ask for them to have communication with ******** for me.Business response
20/05/2022
Business Response /* (1000, 5, 2022/05/04) */ Our office has contacted the client and we have provided an acceptable resolution. Consumer Response /* (2000, 7, 2022/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Contact Information
Customer Complaints Summary
60 total complaints in the last 3 years.
26 complaints closed in the last 12 months.