We ordered two Olympic coins on October 30 and it is Feb 10th and one coin is still not received. One coin was received in January. We have called 4 times to no avail. Now they tell us it was shipped December 29th, however after pushing they changed the ship date to January 19th and indicate that we have to wait 6 more weeks to see if the shipment shows up. In further investigation we found out that the order was not placed by Maritz (Aeroplan provider) till December 14th a full six weeks to place an order. It is unbelievable how terrible Aeroplan performs and how bad their provider Maritz is.

We discovered last week that almost 100, 000 point accumulated from travel on Air Canada as a loyal passenger over 15 years have been seized from my account. There was no snail-post advising us about this nor do I recall any email.

During the last three we have been totally uprooted from our home because of a major fire. Now that we are back, it comes as a rude shock to find out that we do not have the Aeroplan miles to get a much needed break.

Aeoroplan says we can buy back our points but it would cost over $1100. This is totally unethical and adds insult to injury. Oother loyalty plans such with Delta and NorthWest keep us fully apprised of any changes to their plans. Why not Aeroplan !?

Not sure if anyone has gone to see the new Aeroplan booking site for reward travel, but it is the worst website I have ever seen! Even their technical assistants couldn't help!! I sent the letter below to the President of Groupe Aeroplan and President of Aeroplan Canada. Has anyone experienced the same issues??
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I am an Elite Aeroplan Member and have just been onto the new Aeroplan travel booking website. I called your Aerooplan technical support team for assistance to no avail and also tried to file a complaint and unfortunately no one there seemed to be able to help. Therefore, I thought I would try to write you directly so you hear what your customers think about your new product. While I applaud your desire to update the website and I trust the intent was to improve the customer experience, I wanted to express how frustrated I am with your new design.

The functionality of this website is EXTREMELY unuser-friendly. I am surprised and disappointed to see that while trying to filter results, there is no way to filter combination of flight segments which equal "Best Value" tickets. If this is some way to prevent customers from booking the best value point rewards, then that is a strategy that will lose your best customers in the long run.

Secondly, in my frustration, I finally called Aeroplan to help me find the flights that were Best Value and there was a $30 booking fee to book through an agent. The fee is unfair if the alternative is to spend my valuable time trying to decipher your website to book a ticket. As you should be able to tell from your records, I have booked several Aeroplan tickets online with no issues in the past and this is the first website version that I haven't been able to figure out.

Thirdly, the agent who commiserated with me on the terrible new website design did in fact provide flight segments which were best value. When I punched this same information into the Aeroplan site just to test it out, it came out as 25000 points instead of 15000 points.

My career is also in website design to enhance the consumer experience. I would like to reiterate that your new website is the worst example of improving a customer experience that I have seen in a long time. I would suggest that you revert back to the former version or better yet the version that was 2 versions ago as that was the most functional website that Aeroplan has had.

Tried to order a Delta coupon for a stay that I had planned (2 weeks ahead of time) Was told that they don't have the voucher system any more (I get junk mail from Aeroplan every day - but never informed about this change)
Booked my stay and then tried to order the gift card on line - but the disclaimer said the card would take 4-6 weeks to arrive. Tried calling customer service and someone finally answered after holdig for 20 minutes? and the line dropped and went dead - called back and someone finally answered - I asked about ordering the gift card and was told I could only do so on line. I aksed about expiditing the delivery of the card and was told that was no longer something that aeroplan offered (AGIAN - I get junk mail from Aeroplan every day - but never informed about this change)
So my options were - order a card and reduce my points for a card that I may not get in time - that will expire in 12 months that I may not use before it expires (assuming I get the card at all) and in the end loose 12500 points and get absolutely no value at all. I opted to pay for my stay at the hotel with cash and save my points for flights. Hopefully the rules won't be so screwed up by the time I'm ready to book my next flight.

The same story here. I just lost about 50, 000 points. I called the customer service and talked to their supervisor. The response was that an email was sent to me. Although it went to Junk mail box, it was not their fault. And it was my own fault that I didn't go on Aeroplan site to check every day to make sure my points were not expired. What customer service it is! And when asked whether they cared about what customers felt, the Supervisor said the company's goal was MAKING MONEY. Let's stop using aeroplan and aircanada to help them not making any money.

If there is class law suit, I will be more than happy to join.