AIR MILES Canada Reviews 142

Needed support as i could no longer use my airmiles. time doesnt seem to be fixing the problem. So i called. Wait time 3+hours, didnt have that much time so i called another day. Wait time 2.5 hours, tried again another day first thing. They open at 8am I called at 8:04, 2.5 hour wait time! Who has that much time to sit on hold.. Not me! So today I have nothing pressing so i decided i'd call 8am on the dot. Remember, they open AT 8AM! It said wait times were 2 hours and 5 minutes. Well I've been on hold over 3 hours!!! There is no way 50 people had already called in before me, a few would make sense but not 3 hours worth of people. DOES ANYONE ACTUALLY WORK HERE?

I appreciate the politeness and understanding of the representative I finally spoke with, but the process to get there was EXTREMELY frustrating. The lack of a call-back system meant I was left waiting 10+ hours on hold over multiple attempts just to reach someone. On top of that, the estimated wait time said 10 minutes, yet 2.5 hours later, I was still on hold—which does not set the right expectation. It truly felt like my time and patience didn’t matter and that there was little regard for the customer experience. Implementing a call-back system and providing more accurate wait times would make a huge difference. I hope to see improvements in accessibility and response times moving forward.

I knew waiting times were long, and I was ready for it. At the end, I was lucky to fall on Neshi. Neshi provided superior customer service. She was polite, extremely understanding and patient when explaining many features. She went through the whole site with me over the phone as if nobody else existed. The wait was definitely worth it!

Customer Service: Wait-time is over 3 hours.
Airmiles Point: Not getting all the points with partner stores and has no access to cross reference where the point came from if you ever get one.
THE WORST EVER!8203

Rented truck from Enterprise with airmiles on Jan 21 2025. Receipts from both air miles and Enterprise showed $0 due at counter. My airmiles account showed debited the right amount.returned truck. No problems then noticed later in the day my Mastercard was charged $323. Called airmiles twice with ridiculous wait both times. They said rental company’s fault. Called rental company 2or 3 times went to airport twice with copies of receipts. Finally they told me their accounting dept found that airmiles had canceled the contract. Tried to call airmiles back a few times again. Once on hold for 3 hours then transferred my call back on hold for way to long the next time I called on hold for hours then told something went wrong and please call again. I think we should be getting a class action suit going. Maybe we’d get some bloody customer service then. This company sucks. If I ever get this resolved I’ll be tearing that card in little peices

Worst customer experience ever - 4 hours on hold to receive a "something went wrong, please try your call again" and online their chat bot just shuts the chat down - no response from an agent when requested.

Additionally, if you are ever hacked, you have 2 hours to reverse any changes by contacting this useless company which is factually IMPOSSIBLE

You can't get anyone to answer the phone. i was on hold for an hour and a half then it just cut off. The chat bot is useless.

Horrible phone wait times! Absolutely disgusting
Website is useless as is the Chatbot
My current wait time is 2 hours 52 minutes
Just so I can delete an email address (not change it delete it). Not able to do it online nor can you cancel a card
I got through after 3 hrs 40 minutes. Rep woman was excellent and she apologized. It’s not her fault! But maybe air miles era is over before they go belly up. Cashing in on shell gas!

They want you to do everything on their website or their app, but their technology sucks! I cannot get into my account using either of their prescribed methods! Their customer service also sucks, because you have to wait on hold for such a long time before you get to talk to a person. (The agent I finally spoke to solved my problem. I feel sorry for the agents. I think they must experience an awful lot of abuse from angry customers who have been on hold for such long periods.)

Their Chatbot is equally useless.

The company obviously doesn’t give a damn about customer service!

Horrible !!!
Cashing out my miles.
Called yesterday again and a 4 hour wait time
Same issues as past reviews with pin # ‘s not working even after successfully adding a new pin.
They owe me 1500 plus miles I never received
They will not respond by using there system electronically or by phone.
It’s like no one is working .
This isn’t a new thing either … it’s been this way for years .
After 33 years I’ve had enough
Cashing out and moving on to a better program.
I would think anyone working there is embarrassed .
I read the first 10 reviews all 1 star and echos all of my issues.
How is this a business???

Three hours plus waiting for air miles last time I waited for over two hours. I got fed up and hung up. There’s no such thing as customer service. They suck. I’m switching everything to Air Canada rewards .

I had my account suspended after being hacked. I have been trying to connect with an airmiles agent via telephone and the online chat. I have called on 4 seperate occasions. Each time I have been put on hold for more than 3 hours only to be disconnected. The online chatbot is useless. What is up with this company? It time to find another program that is responsive.

Purchased a $50 eVoucher that did not work, and was unable to redeem. Spent over an hour waiting. Asked for an exchange or refund on the same day, but was denied both options. Wasted years of collecting Air Miles points only for it to be wasted.

As per usual --- IF a ZERO star rating was offered, it would be slammed at Air-Miles...Cash in while you can. I have NOT changed my pin, but was forced to create a new PW for access, then the Page reads, my account is locked,,, redo the pin, geta code via cell, sign-in process again ---all around the muleberry bush .... THIS will bring Airmiles to an halt when cutomers can't reach with "THEIR" questions NOT the community.... So many companies are gonna go belly-up ! Just ignore the customer and its surprising how quickly it can happen ! Petro-points OR the "AVION" card seems more reasonable !

After leaving a telephone message at the office of the president saying we could not get into their website for months and asking for a return phone call, we got an email asking us to ... wait for it ... go to their website.

This is the 3rd day I am trying to get a live person on the phone to get my 100 missing airmiles. First day automated voice says it's a 25 min. wait.... after 1hour and 15 min. I hung up. Second day after almost 2 hours of waiting I hung up. Today it's been so far 2 hours and 20 min.... like why????? Is this the way you treat customers? Is only one person taking calls???? This is not acceptable!

Like many others have said here, my airmiles.ca account has been hacked and my account email address changed to the hacker's. So I can no longer log into my account or change the password. Storm of spam emails, by the hundreds, each day since. Tried several times to call airmiles with over 2 hours waits on the phone that end with a recorded message about an error has resulted in the call being ended. Probably so many callers because of this hacker issue. Attempts to on-line chat require that you watch the computer to reconfirm every few minutes that you want to chat! No warnings from the company to those trying to login or trying to call that this happening. Disgusting outfit.

Just F*#cking pathetic! Been trying to reach them to report unauthorized access to my account. Tried numerous times to chat and call but nobody ever picks up!!! I'm currently on the phone and I've been holding for 3h6m despite having been told the wait was 2 hours. Not that that is acceptable either!!! I used to enjoy this program and used it frequently but it's become some sort of bad joke!!!

I don't know how I'm going to stop this fraudster from making purchases on my account???

I've been wanting to close my account for a long time but they have no "delete account" options in your account settings so you need to contact them. On four different occasions, I could not get through to them. I've waited for over 30 minutes on their website on 3 different days without ever getting in touch with someone with the chatbot. I tried calling them another time on a weekday at noon and my expected wait time was over 2 HOURS? Looking through some of the other reviews, that seems to pretty common for people trying to get a hold of support. This is absolutely unacceptable. It should be against the law to not let members close their accounts. Why don't they have an email I can send a request to? I haven't wanted to use their service for years yet they hold my data hostage.
I highly suggest to anyone interested in air miles to look elsewhere for a rewards program. There are far better options out there that give better rewards and respect their members.

Tried every way to contact,Other than the stupid chat could not manage to talk to anyone,either in chat or on the phone I waited over 1 1/2 hours until I gave up.It is impoosible to reach them!!!Desrve minus one star!