AIR MILES Reward Program

I've been waiting for fulfillment of my Airmails Reward for nearly 2 months. Initially ordered a [redacted] Blu-Ray player which was then substituted for a Sony model- without any communication to me. When I followed up a month ago, I was informed the issue was with suppliers for the product. I challenge any organization who offers product which they do not have a supplier. [redacted] On my last follow up it was suggested I wait a week, then I could call back and cancel. Not sure why I'd cancel given I have the points, I want the items I've selected for redemption. [redacted]

I have just had my single-most frustrating experience ever trying to contact someone at Air Miles. First I phoned and after surmounting many obstacles with an automated voice, I was put on hold. Then the automated voice came back to tell me that I would be answered in some 200 minutes. It asked if I wanted to be called back. I indicated "yes" and left my phone number. I was told that my call would be answered in 2 hours. A few hours later, I was called and asked if I had requested to be called back. I answered "Yes". Then I was put on hold for a long time, condemned to listen to some horrible loud music and, from time to time, more commercials that I'd already heard many times. After waiting for quite some time, I hung up in disgust. I then tried the "chat". When I tried that, I was told that there was a pop-up and I couldn't connect with "chat".

Is all of this some plot to dissuade anyone from ever trying to contact Air Miles? Are we condemned to try to walk through their poorly laid-out web site?

Don't even bother with this "loyalty/rewards" program. They devalue points, they tell you program reward miles will expire (make you use up points) and then change their minds and not allow miles to expire. This was a ploy to make holders use their points! I[redacted]

Don't even bother with this "loyalty/rewards" program. They devalue points, they tell you program reward miles will expire (make you use up points) and then change their minds and not allow miles to expire. This was a ploy to make holders use their points! I[redacted]

I have been collecting airmiles for the last 12 years and I am completely fed up with their poor customer service. I booked a car rental which should've been covered by my airmiles. But then the care rental company charges me anyway and only gave me a tiny discount. I've been trying to reach airmiles to correct the mistake but they never answer the phone. I arranged a call back and of course it's an automated call, which forces me to wait. That's ridiculous. Don't call until you have someone on the line to help me! [redacted]. You're clearly trying to encourage people to give up and hang up. [redacted].

Been waiting several months for several rewards. Every time I contact Air Miles I get the same old story that they are out of stock, or that stock just arrived and should be receiving my item shortly. However, the item is never shipped. Also, apparently they have no idea what is in their warehouse and when items are shipped, etc. What I don't understand is if you don't have an item why let someone purchase it or even advertise it on your website? [redacted]. I'll be getting rid of my Air Miles card and Credit Cards after this experience. These miles are worthless if you can't use them or if you don't receive the item. [redacted]

[redacted] With the expiry of points we rushed to book flights before the deadline only after 7 or 8 weeks of trying on their ridiculous web site to manipulate something and forget about phoning, nobody has that much free time to wait, be transferred , get hung up on, call back only to be put on a que with a wait time of 137 minutes.or they say they will call you back, like that would ever happen, even though I requested that 4 .Times with no return phone call. So now finally I have flights booked but on my profile I cannot access them as they did not send me my confirmation email. Terrible website always have had problems. So again phone, put on hold and then disconnected and another long wait to return my phone call. But nope again, like troopers that they are I have yet to get a return phone call. Now they are closed for,the holidays to reopen on the 28th of December. I can't even consider to phone because it will be 3 weeks to even get through. Why does anyone bother with this program? I am so beyond frustrated, either they need to invest in a much more user friendly website so we do not have to call or hire more people to take the troublesome phone calls . when these points are used up I am done. I value my time, it is important to me.

[redacted] After being a collector for many years I hear my Air Miles are going to expire (that are older than 5yrs) on Dec 31, 2016. This accounts for close to 90% of my Miles since I barely use the card anymore and feel I get no value out of it from most retailers. I have over $1,200 in points that I want to redeem for an all-inclusive vacation. Turns out this cannot be done online. Ok fine. So I call and get placed on a 1-1.5 hold to listen to awful music, commercials and automated voices. Finally to be advised my call would not be answered as they were closing and asked me to book a call back. I scheduled the call back, the machine repeated the desired date and time (2 hour time slot range) that they would call back. I got NO call back. I called again that evening, once again had the run around with automated voices and no live agents available. I told the machine again to call back this Friday which at the time was 4 days away! I thought I would be resourceful and use their online chat tool to either book my vacation or at LEAST schedule an appointment to talk to this magical travel specialist and she told me that even she couldn't schedule that. Did I mention I had to wait almost 2 hours before someone from online chat answered!? I think this is a [redacted] and I feel thankful I learned about this now and not in December or else I definitely would not be going on a trip as this is crazy and I have still yet been able to speak to someone. If you call right now (4pm on a weekday) they tell you it is over a 2 hour wait for a rep. How is that possible? I am terrified for when I actually talk to someone if they will even have any trips available I can redeem for. I have done a lot of research into what I want and have missed deals do to waiting for help. [redacted]

Air miles kept sending me emails until September but non of the emails were telling me that I'm going to lose my miles in October. They just quietly took it away and not telling you so that they can make their profits. In September I even requested an expiry statement due to the expiry policy concern, on the statement it was telling me that my miles would be expired by Dec 31st, but it didn't bother to mention that my account would be going to dormant in October. When I called in, I was told my miles was 'retired' not 'expired', and they no longer send me emails since July. What a joke!! when they decide to collect their money, they don't want you to know!
Such a terrible program. close it right away.

In the rush before (the now retracted) expiry date, I placed an order and ended up receiving the wrong item. Three times I chatted with an Air Miles rep using their online chat. The first two times I was told that I would receive instructions within 2-5 business days. Both times I never heard back. The third time I contacted them, I was unbelievingly told that they could not resolve the problem and that I would have to call a supervisor. I asked if they could have a supervisor call me instead of me using my cell minutes on hold for an hour, but I was told that they did not have the ability to contact their supervisors to make that request. I cannot imagine the customer service being worse than this. It as if they are intentionally making it difficult to do business. And still I have the wrong item.

[redacted]

Recently purchased a [redacted] blender with Air Miles that were SUPPOSED to expire...

Received the blender in good time. Opened the box the day I received it on Dec. 6th and tried it out only to find it leaked - significantly. Called the support line that day and was told that they would reach out to me again to verify what they would do for me...not sure why that could not be determined during that call...?

Turns out they called my house phone and my daughter listened to the message and did not let me know that I missed the call. When I finally found out, I called in (Dec. 22nd) only to be told that since it was over 10 days I would need to go to the manufacturer for assistance.

The support person heard the irritation in my voice with that news (or so I thought) and said she was transferring me to a manager...after about a minute of being on hold the call was dropped...precisely at 5pm Eastern...when I tried to call back I received an automated message...guess it was quitting time...

I am dumbfounded that a business can implement a "Use or Lose" Policy and then simply withdraw it and say they changed their mind...and then not provide proper support for the product they forced on their customers...I feel completely duped, cheated and frustrated.

The customer support centre has been non operational for weeks now. You cannot get through to them by phone or live chat.

November 30, 2016 - Have been trying to contact Air Miles to no avail - as so many others have stated, you are put on a wait list with a 2 hour time frame but no one ever calls back. Also, as others have stated, your have to listen to awful music, pre-recorded advert messages that will never happen. I tried the call back system where they will give you a time and number of hours they will call back in - just once an automated system called back and just placed me on hold as I had been the previous day and no one ever got back to me. The system locked me out as I was supposed to have a PIN, which I never got or have forgotten, so I tried a few times and then was told I was locked out which meant that I couldn't access some of their sites. An awful experience - I will cancel my Air Miles card and will tell any business that offers points that it is a useless business.

[redacted]
I logged on at 4:20 pm and entered into the 'line' for on line help chat...at 4:20 pm I was informed that I was 6th in line and a customer service rep would be with me shortly....well it is now 8:47 pm and I am now 4th in line....unbelievable
what a waste of time....I am not going to disconnect as I can no longer sit here waiting for a customer service rep....hire more people or don't offer a service that you cannot not provide.....

I have been trying for two weeks to contact Air Miles so I can redeem points that will expire on Jan. 1, 2017. Each time I call, I am told that I have to call back another day because they are too backed up to take my call. I have tried the online chat, but I remain 5th in line after two hours' waiting. I can't book a cruise or a package vacation through their website, and they won't take my calls or respond to the online chat. I believe that Air Miles will steal the air miles that I have been collecting for years. If they have blocked all methods of contact, what recourse do I have? I feel sick to my stomach that my many years' loyalty to this program will now be thrown away.

I cashed in my air miles and they sent the package expresspost without asking for a signature for proof of receiving it. Canada post bless them delivered it to a community mailbox but I still get home delivery. Air miles refuses to look into tracking it and Canada post is hopeless. What a waste of time collecting these air miles, nobody gives a ***.

I booked a flight with my Air Miles. Within approximately 10 days of my planned vacation, I received word my Dad had passed away in Australia. In preparation of my quick departure I called Air Miles to see what I could do in order cancel my flight. They told me they should be able to get a refund as long as I was able to provide a death certificate for my fathers passing. When I returned and things settled down I contacted Air Miles which was an ordeal. In order for anyone to return my call I had to go on social media and post a negative review. When a manager finally returned my call there were NO options to recover my flight, Air Miles or money. In the end, the manager told me it was my fault because I didn't pay for the insurance. Air Miles didn't even ask to see the death certificate and made me feel that I was lying to get out of my flight. The flight was originally booked to travel to a friends wedding followed by a 3 day hike (something on my bucket list). I was going, there was no need to purchase insurance.

. My bf and I tried booking a flight at the exact same time. As it doesnt show how many seats there are, and everytime you pick a different dept flight the returns change and its confusing as all heck, we both picked the same one and made it all the way to the payment page showing we each had a seat. I paid for mine and his seat was gone. We looked at other options, the other flights were sooo far in distance we didnt want them. He said he would pay the way there and use miles returning as there showed a flight the smae as mine however it was only there if you chose roundtrip, not one way!!!! We called them today, hold time is over half an hr, they said they would call back in 9min... it's been over 6 hrs then we received a call stating they wont be making call backs today only some time during the week. I was told I have to cancel and lose my points or change the flight and pay a fee however they can't even tell me if another flight has more then 1 seat for us to both go together. We'll be burning our cards.

I attempted to purchase a ticket through Air Miles rewards. I picked the flight, filled in all information, entered credit card info, and when I clicked to purchase, I received a message that the flight was no longer available, but that similar flights that cost 3 times as many Air Miles were available. From a purchasing standpoint, I had passed the point where a refund was possible. I was not eligible for a refund, and AIr Miles broke a contract that it had entered into.

The customer service was laughably bad.

I have many points but have been unable to redeem them. Flights and hotels are not available regardless of the date and trying to book seven months in advance. Taxes and fees on tickets cost more than purchasing the tickets directly with airlines, flight paths make no sense (cross the country in one direction, turn around and fly back over the original destination, then all the way across in the other direction)