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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.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

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

    • 110 total complaints in the last 3 years.
    • 63 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: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,



      ***** ****** *******

    AIR MILES Reward Program is NOT a BBB Accredited Business.

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