AIR MILES Canada Reviews 139

I tried to use my air miles for a hotel and the website just charged my creditcard and did not use miles. DO NOT use airmiles it is a scam website

I've been with Air Miles since 1992. I used to collect the points mainly with Metro and LCBO. They both discontinued their association with Air Miles. Nobody ever asked me in stores if I collect the Air Miles.
I've been trying to collect enough for something meaningful, so I waited. In March this year, before my vacation, I logged in and browsed for possible items to obtain, but I decided to wait until after the vacation. When I came back and was ready to order, I found that all my points, over 3100, were "retired" and my account is zero now.
I called the support line and was told that because there was no activity for 24 months, they deactivated my account without letting me know.
I was told, that because I am a valued customer, I can get 10% of my points back! I felt really valued...
What a scam. I am no longer a participant.
Years of fighting to find that stupid card in my wallet for nothing!

Air miles does put you on hold, but they do eventually phone you back, and then they will bend over backwards to help you. I will continue to take full advantage of the air miles program provided .

These are total scammers!!!
They’re about to launch a new platform called Bluerewards—don’t use it.
They won’t let you spend your balance before switching to the new platform!!!
BMO are nothing but thieves who won’t let me use the miles I’ve been saving for years!!!
DO NOT SWITCH TO THEIR NEW PLATFORM UNDER ANY CIRCUMSTANCES. The site is new—the scam is the same old one!

Wish I could put zero stars

Inactive account and they delete all your earned points

Wont use again👎👎👎

There are so many other points cards that DONT STEAL your points if you are inactive for some times

Airmiles Blue watever used name is no in the game of points card AT ALL🤷

They make support very difficult to access with weekend closures, especially over holidays.

My experience dealing with a fraudulent redemption and also transferring the account following the death of my spouse was very poor. Their escalations refused to assist, and directed me to email their customer service. Their customer service emailed me saying they would be delighted to help with my issue in the first line - and then refused to actually do anything but tell me to call.

They have gone out of their way to make a sensitive issue even harder to deal with, and put up more barriers to accessing support than they've resolved. My issues are still unresolved because I haven't been able to reach them during their hours. I expect the hope is that people just give up trying to get support.

Trying to redeem points on the website is a nightmare! Took forever just to get the site to log me in. Every page takes 2-3 minutes to load. Got to the final step of purchasing an Amazon e-voucher. Put the code in that they sent me (which took sooooo long to even show up). Got to confirming the purchase and it goes to a page that says something went wrong, try again later. Really??? Spent an hour on this and no further ahead cashing in some miles. For such a big company, the website is a disgrace for being user friendly and loading properly.

I tried to contact Air Miles 3 times today as my card had been flagged for "security reasons" when I tried to redeem an e-voucher for a local restaurant.

I needed to speak with a live Air Miles "ambassador." The pre-recorded message indicated that the wait time would be less than 5 minutes, but I ended up waiting at least 45 minutes, listening to the same music repeatedly, without any "ambassador" answering the call. Each of the three times I tried to reach Air Miles today, I encountered the same issue: the same message and a long wait with no response.

Is the security flagging on my card and the phone wait times intentional to prevent the use of rewards?

AIR MILES YOU NEED TO HIRE MORE STAFF IF YOU WANT TO KEEP YOUR CUSTOMERS!!!!

To To Whom It May Concern at AIR MILES Canada,

I am writing to express my absolute fury at the disgraceful state of your customer service. What I experienced was not merely poor — it was a complete and utter failure of basic operational standards.

I was left on hold for over 75 minutes, listening to the same looping music while your system made it abundantly clear that customer time means nothing to AIR MILES. Seventy‑five minutes is not a delay — it is an insult. It is a blatant demonstration of how little you value the people who keep your business alive.

And unbelievably, the situation deteriorated even further once someone finally answered. The representative I reached was unprepared, uninformed, and incapable of answering even the simplest questions. Instead of receiving help, I was met with confusion, hesitation, and a level of incompetence that would be shocking in any organization, let alone one of your size.

This was not customer service — it was a masterclass in how to alienate and frustrate your members.

AIR MILES has allowed its service standards to collapse into something unrecognizable. The message you are sending is loud and clear: customer experience is not a priority, accountability is nonexistent, and inefficiency is the norm.

Shame on AIR MILES for operating with such disregard, such disorganization, and such astonishing neglect. No company should treat its customers this way, and no customer should be forced to tolerate it.

I expect immediate, meaningful action to address these failures. Anything less would only confirm what this experience has already suggested — that AIR MILES has stopped caring altogether.

Sincerely,

Received my Rewards gift a bottle of perfume. It was the right product and delivered in 8 days . All went very well! I had an excellent experience
Thank you
Maria

They never answer the phone, call back doesn't work. Complete scam.

I have never experienced such a frustrating and dysfunctional rewards program in my life. I’ve been trying to redeem my points for two years and keep getting locked out of my account over and over again. Two years. Every time I try to access my points, there’s another issue, another delay, another excuse. Meanwhile, in the U.S., redeeming credit card points takes one click. This program feels intentionally difficult to use, as if the goal is to make redemption so painful that members just give up. Completely unacceptable. AWFUL AWFUL AWFUL

I started collecting in the 1990s, and initially it was a fantastic program. I encouraged friends to sign up through BMO MasterCard. We took lots of flights and redeemed miles for some big ticket items.

But now, what can I say. It is a business trying to fail.

As an ONYX collector, I have a special phone line I can call, but after punching in all the requested numbers I still end up in the same 3+ hour queue as everyone.

I just want to change my email, but that is NOT a self-serve option. Once I prove who I am, this should be an easy thing to do. Instead, hours of my life are being sucked away.

The least they can do is update the muzak program they bought in the 90s.

Awful. Card used fraudulently and they are unreachable and the website useless. Fortunately I didn’t have a huge amount of points so not a huge amount was stolen.

I just lost 33800 airmiles after 23 years of being a member because they expired. I've been waiting to take my son on a trip when he was old enough. So i've been saving them. Log in today, 0 miles. Called customer service. I didn't use them so they wiped them. Won't re-instate them. Oh, but I can start over if I want to open a new account... 23 years i've been collecting, and nothing !!!!

I had Monica as my representative and she helped so much and got me back all my miles that was stolen from a gas station

The benefits have been reduced drastically, or completely taken away. The amount of miles o earn is next to nothing.
Many loopholes and hidden details if wanted to purchase through them travel etc.

Too bad, we were 30 years loyal to this brand. Time to up level and WIN not stay attached and lose and keep getting disappointed

The worst customer service , they always make excuse to not give me my offer air miles ! I suppose to have 1000 AM for offer i paid money for ! they don’t respond after i sent them the invoices ! And after 1 month back and i called i have to stay 1 hour argue , meanwhile other people got the same offer and same date without any isse i got a screenshot and sent but they don’t have respect for customers what a waste of time ! I am going to call my bank to remove this program

It used to be way better but it's a waste of time now. With the loss of Safeway/Sobey's it's a massive loss in the West. There are hardly ANY vendors anymore. I've switched to WestJet shops to do my online purchases & given up ENTIRELY on Airmiles.

The company permanently has my card flagged as a security risk so that I cannot use the self service option. Called them yet again to have something sorted. I was told that my wait time was less than 5 mins. Thirty mins later I hung up.
From what I have read online, the security flagging and phone wait times are intentional so that rewards aren't used.
The app also has very limited ability to read receipts. No clue that OJ stands for orange juice or that Pepsi is a cola. Very basic system. When I ask for a review when denied, they ignore the request.