AIR MILES Canada Omdömen 138

My account got hacked on the weekend and my airmiles got stolen. When I called they told me I had to create a new account with a new email. Why on earth would I need to create a new email for 1 rewards card. I asked to speak to the fruad department. Was told only if you have lost more than 5000 miles. Asked to speak to a supervisor and was told supervisors aren't avaliable. I asked why not. Couldn't give me an answer. So no recourse only able to speak with a Customer service person from another country who doesn't speak english well enough for you to understand them. I have been a collecter since 1993. And I am done.

I used 2,340 AIR MILES to purchase a SMEG 50's Retro Style Electric Kettle, but the product stopped working after only 3–4 uses and turned black inside. I contacted AIR MILES for help, but they refused to exchange or refund the item. Instead, they just gave me 100 miles as “compensation,” which is completely unfair.

They also provided a phone number and email address that never responded, making it almost impossible to resolve the issue. It feels like once they get your miles, there’s no real customer support.

On top of that, I never actually earn miles when I shop through their site. Almost all my miles come from my credit card purchases, not from shopping with AIR MILES partners. When I submit missing miles claims, they make you go through a long process only to reply with the same message every time:

Not eligible if you buy flights or hotels on Expedia

Not eligible if you buy groceries at Walmart

Not eligible if you buy skincare or beauty products from Sephora

Not eligible if you buy electronics or personal items from Amazon

Basically, you earn nothing from shopping on their platform. It’s misleading and frustrating.

I would not recommend AIR MILES — poor product quality, terrible customer service, and unreliable rewards system. Definitely not worth the trouble.

Within the past 5 years, the value of Dream Miles has plummeted. Flights I used to book cost between 2,000-4,000 air miles and are now listed in the 9,000-11,000 range.

I transferred my miles into Cash Miles to redeem for eVouchers during the Christmas shopping season. For some reason, this flagged my account for fraud and now my account has been suspended and the eVoucher orders were cancelled. I called in and they weren't even able to unfreeze my account. He left a note for the investigative team when they get to it...

Like many customers already said here waiting time and incompetence of the ambassadors (how airmiles calls their reps) are the pain. I eventually talked the 3rd one who seems mature and hearing better. Towards the end I had to correct his instruction and explain 3 times to him how he can claim missing points from “receipt scan” / “airmiles receipt” on the app. It tells how convoluted the app is for simple things that even their employee cannot follow or may be not aware of.

The other type of offers for online stores like miles promotions for purchases on amazon, I always had to claim the missing. They never updated your miles automatically as promotion promised. I missed quite a few because who would calendar 60 days to make claim of 90 cents worth!

I was kind on a call before when I said I feel sorry for the rep having to hear customers fan out their frustration. The young guy responded uh huh, you dont have to feel sorry for me. Well… I had wasted enough time.

Calls a few years or over 10 years ago were more fun and efficient.

Its hard to collect points. I made a purchase through Amazon, Air Miles Shop Partner last month, I have not received POINTS. Shame On Air Miles!! Shame on BANK OF MONTREAL that has the worst points program in Canada next to Scene OWNED BY BANK OF NOVA SCOTIA. I WANT MY AIR MILES POINTS NOW!! Other Air Miles collectors complain about waiting for an 1 hour for live customer service? This is not customer service but customer abuse!!

If you've ever been on hold for hours, had your issue unresolved, or felt like the agent couldn't help you, I'm writing this to confirm your frustrations are valid. As a former frontline agent, I want to shed light on what's happening behind the scenes at Air Miles, which is owned and managed by BMO.

The widespread customer service issues you face are a direct result of systemic internal problems. Here’s what you should know:

Chronic Understaffing: The entire call center is being carried by a skeleton crew of overworked and underpaid agents. We were drowning in calls, handling everything from complex travel bookings to technical issues and fraud concerns with no backup. This is why your wait times are astronomical.

Lack of Support & Broken Systems: Agents are equipped with failing systems and processes that make it nearly impossible to resolve your issues effectively. We are often just as frustrated as you are.

Unavailable Management: When you ask for a supervisor, you are often met with resistance. This is by design. Management actively avoids taking escalated calls, leaving the frontline agents to absorb customer frustration for problems they have no power to fix.

The agents on the phone are doing their best in an exploitative and unsustainable environment. We were crushed by unrealistic performance metrics and treated as disposable, leading to rock-bottom morale and high turnover.

To fellow customers: Please be patient with the person on the phone—they are in an impossible situation. Understand that resolving any complex issue will likely be a long and frustrating process, not because of the agent, but because the company has fundamentally failed to support its staff and, by extension, its customers. This 1.3-star rating is an accurate reflection of the internal chaos.

Dear Air Miles Customer Service, I am writing to formally express my dissatisfaction with the recent experience I had while attempting to reset my Air Miles account password. As a long-time collector and loyal customer, I expected that your telephone support team would be able to provide assistance with such a basic issue. Unfortunately, this was not the case.On 2025-09-23, I contacted Air Miles telephone support after being unable to reset my password online. The automated system redirected me to an agent, but I was informed that password resets could not be completed over the phone and that I must rely exclusively on the online process. While I understand the need for security, it is highly unreasonable that telephone support cannot assist with a fundamental account access issue.The online system was not working as intended—I did not receive the reset email despite multiple attempts, and this left me locked out of my account. Without access, I was unable to check my balance, redeem miles, or take advantage of promotional offers. This created a frustrating and disappointing experience, especially since I rely on Air Miles as part of my travel and shopping activities.Customer support is meant to provide solutions, not roadblocks. If your representatives are unable to reset passwords directly, they should at least have alternative methods or escalation procedures to ensure that customers can regain access to their accounts in a timely manner.I kindly request that Air Miles review this policy and provide telephone agents with the ability, or at least a secure process, to help members reset their passwords. I would appreciate a prompt response and resolution to ensure that other members do not face the same unnecessary inconvenience.

Reap off and useless like its parent BMO.

Locked out of my account for over 1 week with zero resolution to date. I have called the customer service number 4 times and the IT team still has not found a resolution....Horrible customer service for a locked account...2 out of 4 agents showed zero sympathy as I am trying to cash in points for a birthday e voucher...just shameful

airmiles are worthless.
it takes three months or more to see the airmiles you earned and three months to get through customer service.
I am an avid safeway shopper and collected airmiles even though it took forever to see them in the account. I am so glad they switched to scene points as I see them in my account the next day. I have saved so much money with scene points.
safeway was their biggest draw and now they are useless.

After trying to link a MC half a dozen times I decided to call AirMiles.ca. At least a half hour wait with no call back service only to find out there is no way to confirm a link was successful after an initial temporary response.
I’ve already spent more time and effort than required on any other rewards card and will likely never use it due to convoluted offers and receipt scanning requirements. This program has gone down hill all the way to underground since the partnership with AMEX ended. An utter pain of a program.

Horrible website. Does not allow access when your are travelling. You can only access the website inside Canada. The website is geo blocked. So basically you cannot access your hotel reservations, car reservations or any other travel arrangements while you are away. You cannot make new reservations or modify existing ones. Horrible user experience! Why would a so called “travel” company block your access while travelling? Does not make any sense.

AirMiles is a program that went from great to absolutely AWFUL in no time at all with absolutely no value anymore!

Years ago, I tried booking airline tickets for two across Canada and found that full fare tickets were only $200 more than spending over 6,000 airmiles plus the "additional fees" AirMiles wanted... needless to say, I paid for the tickets without the use of any airmiles... but I thought not all was lost... I could still use the miles for merchandise....WRONG! As an ONYX member, I can (or rather could) find an item not in the catalogue, forward all the info to AirMiles... They would quote me miles needed, and once I approved, make the purchase on my behalf sending me the item and charging me the miles. As a prudent customer, I would wait until the item was on sale and then forward the info to AirMiles to get better value from the airmiles I had to use. While that worked for my previous purchases....NO MORE. AirMiles will NOT honour the current sales price but instead charges you / quotes you the FULL retail price. What is the point of buying something when on sale?? It is obvious AirMiles is charging more than advertised. When asked what happens to the excess miles not needed, or the money NOT spent on the purchase, their response was ... that's confidential. In other words they charge you airmiles for the full retail price, then purchase the item on sale and then keep the excess miles they charged you and NOT redeem you for it. Their game plan is to reduce your purchase power so they can keep more for their profits! For a $10 or $20 savings... who cares? But when the sales price is several hundred dollars less than retail, this is a LOT of your hard earned miles lost to AirMiles with absolutely NO explanation except that it is part of their terms and conditions! At least they're being honest about charging more miles than they should. My AirMiles card is in the garbage and I will no longer use the program or frequent the vendors! There are lots of other programs to pick from that don't steal from their customers! Good bye AirMIles!

Terrible!! Cell phone required to join. 4 hour call centre waits. Only merchant left is Shell! Pitiful program....AVOID!

i was on hold for over4 hours and half no customser phone agents help at all.
i need unblocked my airmiles card

You can’t cash in any miles anymore because of problems on their end. The app is useless and so is their customer service. 1.5 hours on hold and still no answer? Unbelievable…

Someone in Winnipeg accessed my account and emptied it purchasing fuel at a Shell station in August 2024. I have the address, exact time, and I'm sure the gas station had footage of the individual back then.

I reported the incident immediately, but made me feel like I was the scammer when they suggested I probably shared my password or Air Miles account number. They froze my account and said the investigation would take a maximum of six weeks. Two months later, nothing had been done, so I called again. I was told my file was prioritized and would be reviewed within 24 hours, with a call expected that week. Almost a year later, after two phone calls and several attempts to speak to someone in a reasonable timeframe, my account is still frozen. I cannot collect or redeem miles, and their phone wait times are ridiculous, and they removed the callback option; which was the only way I got to speak to someone the first couple of times.
Not worth the time, effort and "benefits" anymore. I will let my account rest in peace and suggest to other do the same.

Garbge site!!!!!!!!!!!!!!
Airmiles has gone to hell.
I can't login, I reset everything, and it's a circle of hell switching back and forth between pins and passwords, nothing works.
The wait time on the help line is between 1-2 hours!! No way of emailing or asking for help. The bot is useless.

Waited on the phone for 4 days. No customer support answered after more than 8 hours of wait. What a joke

We don't use Air Miles that often (typically Optimum). In any case, I had 106 points on my Air Miles. I logged into my account today, since I wanted to set up Air Miles on my new phone. This is what their website says about my balance now:
Cash: 0$
Dreams: 0$

And it also says this now:
March 30, 2025:
(Air Miles Logo with the words) Retired -106 [points]

What does that even mean?! And how the hell does Air Miles retire its OWN program as its own Partner?! 😐 Make that make sense.

I think it's time I try out a new program.