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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

    • 101 total complaints in the last 3 years.
    • 52 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:25/04/2025

      Type:Customer Service 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.
      on hold for 2+ hours before being hung up on. I got locked out of my account as someone hacked it and changed the primary email address associated with it. The customer service agreed that is probably what happened from what they saw. They gave me an incident number ******** and said they would get back to me in 6-8 weeks. I've been calling them for an update for 2+ hours, and the phone call gets dropped. I even escalated to *** ****** ** *** ********* as per their website and they haven't responded. I've been collecting these airmles for 10+ years and I can't get into my account to even spend them now due to the hacking. ***** ******** ******* ** **** ********* even the only bot says yo are on hold, but forces you ever 5 minutes to say you are still there, or you just lose you spot in line. They really should have a call back number where they can call me so I'm not sitting on phone for 2+ hours waiting and hoping they answer.

      Business Response

      Date: 30/04/2025

      Our records indicate this client was able to reach an agent who offered a resolution.

      Customer Answer

      Date: 30/04/2025


      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:15/04/2025

      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.
      Multiple letters have been sent to their office of the present - which they’ve been ignored. Call to the office of the president have not been returned. Impossible to reach an ambassador, they either disconnect the call on me after waiting hours or they disconnect the chat if you do not answer a prompt within 1 minute. My issues: ******** customer experience dealing with my initial complaint. I have a joint collector account where they ask 2 factor authentication only for the primary and not for the joint owner… how is the joint owner supposed to log into the account, if everything is set up under the primary. This doesn’t make sense and should be fixed. Additionally after completing my 2 factor authentication to access the account, then completing another 2 factor authentication requesting a points redemption, you get denied saying there is a security concern. Which doesn’t make sense, sine the 2 factor authentication was successful twice….?

      Business Response

      Date: 17/04/2025

      Our offices have connected with the client and have been able to resolve to their satisfaction, thank you.

    • Initial Complaint

      Date:20/03/2025

      Type:Customer Service 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.
      2025 MARCH 20 Cant redeem air miles on its website. made a phone waiting 3 hours and made online chatting waiting 2+ hours. The agent didnot solve the problems

      Business Response

      Date: 02/04/2025

      The client connected with our team after submitting the BBB complaint and their issue has been resolved, thank you.

      Customer Answer

      Date: 02/04/2025


      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: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. 

       

    AIR MILES Reward Program is NOT a BBB Accredited Business.

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