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Business Profile

Incentive Programs

AIR MILES Reward Program

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Incentive Programs.

Complaints

This profile includes complaints for AIR MILES Reward Program's headquarters and its corporate-owned locations. To view all corporate locations, see

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AIR MILES Reward Program has 3 locations, listed below.

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    Customer Complaints Summary

    • 97 total complaints in the last 3 years.
    • 47 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been blocked from using my Air Miles for apparent security reasons. However, in trying to reach them over many days, ** ** *** ******* **** there are no ********** means to get in touch with them. Both phone and chat options are not answered, at least, not within a reasonable time frame. I've tried both options without success after waiting for more than an hour in both cases. I can no longer access my Air Miles *** **** ** ******* *************

      Business Response

      Date: 12/12/2024

      The client was able to reach our contact centre and the issue was resolved after the complaint was filed.

      Customer Answer

      Date: 12/12/2024


      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

      Date:11/12/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered Merchandise (***** ****) , Merchandise got lost by *** carrier. *** told me to contact Air Miles to resolve issue. Air Miles NOT responding

      Business Response

      Date: 12/12/2024

      The client was able to reach our contact centre and the issue was resolved after the complaint was filed.

      Customer Answer

      Date: 12/12/2024


      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

      Date:26/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 27/02/2024

      Our Office has contacted the client to discuss the issue. 

    • Initial Complaint

      Date:04/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 04/01/2024

      Our office is reviewing the issue and has reached out to the client to offer assistance.

       

    • Initial Complaint

      Date:13/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      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

      Date: 17/11/2023

      Hello, we have contacted the Client, thank you.

    • Initial Complaint

      Date:31/07/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 09/08/2023

      collector has been contacted and complaint acknowledged

    • Initial Complaint

      Date:13/12/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 19/12/2022

      Our office has reached out to the client to discuss the policy however the client remains dissatisfied. 

       

      Customer Answer

      Date: 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

      Date: 21/12/2022

      Our office has provided an explanation and direction however the client remains dissatisfied. 

       

    • Initial Complaint

      Date:01/12/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 18/12/2022

      we are in process in reaching out

      Customer Answer

      Date: 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

      Date: 02/03/2023

      Our office has contacted the client to discuss the policy however the client remains dissatisfied.

      Customer Answer

      Date: 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

      Date:08/09/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 help

      Business Response

      Date: 21/09/2022

      **** ******* contacted and issue resolved

      Customer Answer

      Date: 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

      Date:20/06/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 resolution

      Business Response

      Date: 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 resolution

    AIR MILES Reward Program is NOT a BBB Accredited Business.

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