AIR MILES Canada Reviews 142

I have never experienced anything as bad as this as far as customer service is concerned. I tried to redeem some of my "Dream" miles. I logged on to my account and placed my order (2 orders actually). I received an email saying that both orders were confirmed. Then about 12 hours later, I received an email saying that "I" had cancelled the orders, which I had not. I went back onto the site to try to reorder them, and when I clicked on "continue", nothing happened. I called into airmiles, and I waited 4 HOURS, to get someone live (unacceptable). They told me my account had been looked due to suspicious activity. I asked them to unlock the account and that everything was legit so I could complete my order. I still had all my miles back after the cancellation and there was nothing wrong with my account. They told me I have to wait 8 WEEKS! for them to unlock the account. What the hell? It takes 8 weeks for someone to unlock an account that had NO suspicious activity done to it? I think the goal for Air miles it to make the redemption process difficult, so that the end user will just give up and throw in the towel and they Air mile can keep there merchandise.

Spent almost 4 hours on hold today to try to reach a rep via phone to report a hacked account. At the same time, tried to connect with an agent on the chat option by phone and laptop, which requires you to press "yes" every 3 minutes when prompted "do you want to proceed?" which has a 60 second timeout before timing out the chat due to "inactivity". When I finally got a message from an agent, I couldn't even believe she was real, as I'd been pressing Yes for almost an hour. The result of our discussion was that I've got to wait 8-10 weeks for an investigation, and my account will be frozen for the duration. I'll supposedly be contacted and then instructed with "next steps", meaning i've wasted not only my entire Saturday trying to reach a single person who works there, but I've got more labour ahead of me to solve the issue of them not having the most basic security measures. I've been collecting Air Miles for over 25 years and honestly am ready to set my card on fire.

Air Miles.ca is a joke. Their main job is to not allow you to redeem points. I have spent hours waiting on line for persons who can’t or won’t help you. When I finally found someone who could possibly help, I was told I would get an email within two weeks. I did, but I had to respond within two hours of receiving the email. Surprise. I only saw the email after their deadline. I’m back to waiting for one to three hours on hold. Or I can wait on the chat line, which comes back with “I don’t understand your question.” I think it’s time to cancel my BMO credit card. They won’t help either. I think it’s time to get the police involved, judging by other reviews. These people should be out of business.

I have tried and tried again to buy a e-voucher on airmiles with my airmiles cash. But it keeps coming up security problems. I tried to contact customer service but all I get is this chat bot with no brains to help .and real people are not there to help

Similar experience to Paul and Sophie reviews from Dec and Nov 2024 respectively. Essentially customer service is non-existent, whether through excessively long waits on chat or via phone. Chatbot requires you to say you’re still there every 3 minutes or they’ll disconnect you. If you hand around long enough and finally get an agent, then you disconnect you instantly and ironically there’s no survey to complete afterwards even though they ask you this question at start of chat. What’s the point in having Customer Service when it’s this poor.

This is the worst points program ever! I saved AirMiles for many years for a special trip we wanted to take. I called AirMiles call centre and after a lengthy wait, I was able to talk to an agent. It took a very long time for the agent to make the bookings as she was having trouble with the website. She had to do the booking over again as she had lost the booking. Finally got it done and I re-iterated the importance of booking the level of tickets that would allow me to make changes up to 24 hrs before flight due to family conditions. The booking was confirmed and emailed to me. I did not see the fact that the outgoing flight was booked as economy which I did not want and incoming flight was economy flex which I had requested. I wanted to change outgoing flight about 48 hrs after the booking and was told by agent that it would cost me $800 on Westjet to do so because the booking was Economy. It was suggested to me that a supervisor at AirMiles would listen to the telephone conversation I had had with the booking agent to determine if an error had been made on her part. They called back after 48 hrs and said that she had made an error in the booking but would not change the outgoing flight as I wanted because at the end of the telephone call, the agent had read me a disclaimer. No return of the extra AirMiles I was charged to obtain Economy Flex and the charge to change the flight would be $800. I am cancelling all Credit Cards that collect AirMiles and am never using AirMiles again. Also the cost of fees and taxes was over $450 for the flights. What a ripoff!

I redeemed my airmiles for a COSTCO memberhip and they sent me a coupon that doesn't even cover the cost of the entire COSTCO memberhsip. This is bullshit, they are ripping members off on the rewards they promise.

HORRIBLE EXPERIENCE
I am cancelling my air miles immediately and you should too. I waited on hold for over 2 hrs just to be transferred AGAIN and waited another 30 minutes on hold. I was told TWICE in the span of a month that I would hear back from them via email and phone call to confirm our itinerary change and I never heard from anybody. When I called for the third time and waited 3 hours on hold I was told that the changes went through however they “forgot” to inform us. Our flight is still a few months away and I am TERRIFIED that air miles will change things on us and not be able to help us. Using air miles was the worst idea ever. The customer service is horrendous and the workers are useless and not at all understanding. Flying should not be this stressful, but air miles has found a way to make travelling absolutely miserable.

The customer service might as well not exist. Even with the chat service you'll be on hold for hours, and I've repeatedly had the agent on the other end instantly close the chat because I didn't respond within a few seconds. Not even kidding, my most recent attempt I had the chat window open 1hr20 minutes, I got a note at 12:05 saying I'm still in the queue, when I rechecked at 12:10 the agent had responded at 12:08 and closed the chat at 12:09. That was my fourth attempt. Phone service is even worse, you can be on hold for hours just to get a recording that there's nobody available.

Appalling customer service! I called in the morning one day and was advised that call volume was very high so I could request a callback later in the day. The message indicates you do not lose your place in line by choosing this option. I got an automated call back that evening after regular service hours (after 8 pm) indicating that due to high call volume I would not get a callback that day. (Seriously, they had so many calls that they couldn't call me back within 9 hours? How few people work there?). I was given the option to select a future callback date. The next available time was 5 days later, so I picked that option. That day went by with no callback and I received no other call for the next 2 days either. So I called back today and got the same high call volume message but this time there was no option to select a callback. I waited on hold for 2 hours (listening to the most depressing music I have ever heard while on hold...kill me now), at which point there was a message that there was an error. As I was trying to tune out the repetitive promotional messages that interrupt the dirge-like hold music, I almost missed the error message. I thought the call was going to get cut-off at that point but that's not what happened... instead the music changed (to a slightly more upbeat dirge) and there were no more promotional messages. I hung on for another 10 minutes in case there was another message but then hung up because I just couldn't stand it anymore! A completely infuriating experience! As the thing I want to do (merge 2 accounts) cannot be done online (why not?), I will have to try to contact them again but I think I will try email instead. Air Miles, you need to do much better!
Also, I wish the website let you search for items simply by ascending point value, without having to go into separate categories to search. So tedious, especially since the back button puts you back to the top of the category list after you click on an item to view it instead of putting you back where you were on the list. Are you trying to make it annoying and tedious so people don't use their points? It seems so.
Air Miles is not demonstrating respect for the time of it's customers with these dysfunctional systems. PLEASE DO BETTER!!!

I lost 3,958 air miles. Got an email that I had to use the card to keep my miles. Used my card at Metro several times. Card was old and did not register. Called Air Miles , they "retired my air miles" will not reinstate my air miles. This is after being an Air Miles customer for 25 YEARS ! Total BS !!!

Don't waste your time calling this outfit. Four days, hours on hold, left call back message 4 times and still no call back.
Complete waste of time.

I called 4 days in a row and each day they said “we are no longer accepting calls for today as we need to get to the callers already waiting”. Each day I called before 12:00pm. Once I got through the person was great, couldn’t help my issue but was very helpful.

airmiles became absolute junk. Not even worth to
carry that card. I just trashed everything air miles

Very bad experience with Air Miles due to long wait times but I wouldn’t blame those poor overworked employees. She was losing her voice while she was trying to help me. They’re short staffed, underpaid human beings who are faced with angry, frustrated customers and deal with back to back calls all day. Management should be ashamed.

Just incase you needed an update ….
Brutal, no one answers phone at anytime of any day . Chat doesn’t work and don’t even think about sending an email.

Complete garbage! Can’t speak with anyone on the phone, no real chat online, you get a “bot” that doesn’t answer anything. Removed Redtag travel company from their so called list of rewards. No more. Moving on!

Couldn't say more than what's already been said here. What a terrible experience collecting and using these miles has been. I recently wanted an air fryer but had just had surgery so wasn't home to receive it. I called to ask if I could postpone the delivery date and waited and waited and waited so long that I asked for a callback. That callback never came. The air fryer was on special seemingly till October 31st. It was going to be 3300 dream miles. This was about ten days ago. I finally got home and was able to order it. I paid 4100 dream miles and when I called to try to address the fact that I had never received the promised callback from them all she would credit me was 250 miles. I'm sure I'll never use those miles or do business with this company again.

It's so hard to find a place to go on here. You have to pick an airport in a country that might have 10 airports. So you go country by coutry. Prepare to send 30 - 50 hours. I think they try to frustrate you so you give up and don't use your points!
At least the old ones you could pick a region or a country.
We have also noticed that we recieve far less points. Our spending has gone up 30-35% and we are getting about the same amount og point.
Shame BMO, time to change banks!

How does this company stay in business. If owned by BMO, you should be ashamed. As many others have noted, their phone support system is ridiculous and has been for a long time. No calls back when promised, Airlines can't/won't help so you end up forfeiting points and making your own flight arrangements. I can't understand how this is allowed to continue.