Air Miles Head Office
LoyaltyOne
438 University Avenue
Suite 600, Toronto, Ontario M5G 2L1
Air Miles Customer Servie
Phone: 1-888-AIR-MILES
Phone: 1-888-247-6453
Phone: 416-226-5171 (in Toronto)
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About Air Miles
Air Miles is a reward program owned and operated by LoyaltyOne, Inc, a division of Alliance Data Systems. Launched in the year 1992, Air Miles enables members to shop at over 120 in-store sponsors and earn reward miles. Members also can shop online or earn reward miles through one of the payment products.
The featured online sponsors include Indigo, Victoria’s Secret, Dell, Sears, Old Navy, Amazon Canada, Toys R Us, GAP, Apple, Bose and Lands’ End. The in store partners are Ace, ADI, Alamo, Budget, Best Western, CNS, Century 21, Conrad, Crowne Plaza, DoubleTree, Goodyear, Hampton Inn, Hilton, InterContinental, Lowe’s, National, Metro, Primus, Safeway, Shell, Staples and Waldorf.
To find all the latest offers online, visit the link here. You can shop by brand or category such as Apparel, Books, Electronics, Appliances and Flowers. Members enjoy reward miles on every purchase. If you prefer to buy or transfer miles, you can do same by signing in to your account. You can transfer miles to family and friends as gift or even help a friend who is short on miles. To earn more miles try the credit/debit cards offered by American Express or Bank of Montreal (BMO).
Miles can be used for Cash Rewards or Dream Rewards. The Cash Miles can be used for in-store purchases, movie tickets, online cash rewards, among others. You can view the participating sponsors on the website. As for Dream Rewards, they can be used for booking flights, hotels, car rentals, cruises, concerts and cultural events. For members who earn more miles, there are also level of benefits. Reward Miles older than 5 years will begin to expire on a quarterly basis. For more information or queries on new application, redeeming miles, or others, reach the Air Miles customer service via phone or email.
Was on hold for 5 hours 35 minutes to book a flight redeeming an airmiles credit. For the last two hours I heard that my wait time was 37 minutes, 39 minutes, 47 minutes etc. My turn came up, I answered and all I heard was a click! They hung up on me! I understand they are busy and I was prepared to wait but to be hung up on? Wasted over 5 hours of my time. Terrible customer service.
I have been a loyal air miles collector for 30+ years and have been Onyx level for several years. My husband and I are snowbirds. We drive down to Az. in the fall but come back home every mid-December to mid-Jan. Always relied on my air miles for these trips. Just went to book our trip for this December – WHAT A SHOCK!!! 6241 miles, per person! WHAT????? Same trip in 2021 – 2295 air miles, 2020 – no travel (COVID), 2019 – 2295 air miles, 2018 – 3060 air miles, 2017 – 2700 air miles. OK, I expected some increase BUT what justifies nearly tripling the required miles????? SOO DISAPPOINTED! No point in staying in this program. I will use up my existing airmiles and then be shopping for another program!!!!!!
Going on 2 hours on hold with Airmiles. No call back service? Seriously? There is no excuse for such atrocious service.
On hold for hours and people looking for work here in Canada! There is absolutely no customer service in airmiles or aircanada!
Flights are never what you pay for. 6 customers & all flights have changed TWICE & could change again many times before we leave.
Airmiles & aircanada has normalized this behaviour! The stress is not worth the pain!
ELWKSW was my Airmiles Reservation, to which I had to cancel yet again because of COVID related issues. The agent on the phone, was over the top kind and considerate. Some my say he was only doing his job, and that he was but with compassion and understanding of how stressful times are right now. My hat goes off you your crew that takes all our demanding and stressed calls looking for service. This guy left me hanging up feeling like someone cared and did all what they could in an understanding way. Thank you, there’s some great agents you have on your team, but I am sure you know that, just needs to be said sometimes. Warm Regards, Mar
I requested a replacement card a few weeks ago (old one chewed up) and received a prompt reply saying it was being sent. It arrived today but is in my wife’s name. Your “contact” facility does not allow for email, and the wait time on your phone and “live chat” options is just ridiculous. Customer service is clearly not a priority for Air Miles.
It is ridiculous the wait time to get ahold of a customer service agent via the phone. It wasn’t even a busy day or time, 3pm on a Wednesday when most people are at work or school. I waited 90 minutes and never got through. It gets annoying to hear the same recorded voice for so long, and hear her repeat the same lines over, and over, and over again. Do you have any idea how ANNOYING that gets after 90 minutes! I already out a picture of how long it took and put it on your Facebook page.
I literally only have to merge 2 accounts, something the online website won’t let you do, and I assume would take an agent a few mins at most to do. Are you significantly understaffed or do you just have few agents on to save money on labor (AT THE COST OF GOOD CUSTOMER SERVICE). I don’t have the time to wait an hour each time and it is a waste of my valuable time. I wasn’t needing something that would take a lot of time and effort so why should I have to wait an hour? Actually I never get ahold so maybe it would have taken 2 hours!
Do your agents not have switchboards that show how long people wait? Do you not have managers or other people who can take excess calls when wait times become ridiculous? Do you not have policies or procedures to deal with such matters? Or do you not care at all about your customers waiting nearly 2 hours! Tell me how your customer service people at the top can find such a state of affair acceptable? Tell me what excuse you have for this?
In the time I waited I played 5 games of chess, a wargame on my computer, organized my schedule for the week and probably could have written a short paper on the Spanish Armada based on how much longer it probably would have taken.
Is there an email address I can contact to complain or get to simply merge my account without having to go through such an unnecessary hassle? I can gladly give all the information via email to get this done! If my company gave poor customer service like this I’d be ashamed.
I am absolutely shocked AirMiles is still in business given the “customer service “ (if you can even call it that) provided. With no option to email Customer Service, and the option for a “call back” not even working on the phone service I have been on hold for almost THREE HOURS listening to the same three songs on rotation. . All I need is to reset my pin, which I can’t do online because it’s “locked” for some reason. Unbelievable.
I’m having the same problem. What a joke! All I want to do is use some of my miles for a purchase, get left on hold, tried the callback feature, which never happened. I work full time Monday to Friday 7:30 am to 4:00. I can’t even call on the weekends. Tried the live chat, get two letter typed in and the conversation closes. I’ve been a collector for years, this is the first time I’ve tried to redeem.
How do I get a Refund for the Cash Rewards Ultimate Dining Experience voucher I purchased back in March/2020? NONE of the Restaurants listed on this card will accept the vouchers, a considerable amount, because of COVID, not even today, July 12/2020 in Alberta. I live in Red Deer, Alberta and there have been ZERO deaths and only 3 COVID positive cases. I do not understand the justification for this, it is a piece of paper they refuse to touch and I even said I could just read the numbers off the voucher but even that is not acceptable. I would like my Airmiles refunded.
It appears that the Air Miles Customer Service organization is completely disorganized and are providing those of us who WISH TO CANCEL OUR TRIPS no attention whatever. We are stuck in a CIRCULAR LOOP of being sent to the unhelpful website by the phone system, and not having any degree of contact with anyone in your organization.
I wonder what Air Miles will do if unfortunately things get much worse as some indicators are prediction.
Come on Air Miles…I know that you are better than this.
Serve us your customers well and we will continue to epitomize the LOYALTY you base your success on!
I need to cancel my flight and have my miles returned to my account. The Canadian Government advises Canadians to avoid cruises. My flight was to take me to a cruise. I’ve cancelled the cruise. I have cancellation insurance. I’ve tried calling was on hold for 3.5 hours then got cut off. I’ve called back and selected the option to have someone call me back. No one has called me. How do I get my flights cancelled or if I cannot get my miles credited back to my account change to another destination later in the fall. What is Airmiles email address? Very frustrated!
I have been on hold with AIR MILES for over five hours now. The flight is supposed to leave tomorrow morning but because of the virus there’s no longer a reason to travel as it’s been canceled. I would like to talk to someone about this but it doesn’t look like it’s going to happen
I was taking advantage of the Black Friday promotions, opting out of other opportunities that day. Thought I had secured a housewarming gift for my daughter, got this response back a couple weeks later. Then when I requested an alternative option they responded with this.
Dear AIR MILES® Collector,
Thank you for your recent order, however we are not able to secure stock of the following:
Confirmation #: 918572096900594
Reward: Lagostina® Chef Clad 5-Ply Stainless Steel 13-Piece Cookware Set
Hi Christa,
We are unable to substitute a different model other than the one provided to us by our supplier, Model 9100050329.
We can refund your Air Miles and you are welcome to redeem for a different item. Please confirm you wish to cancel.
Also, an email was sent to you in error for an Avanti Thermal Brush. Please disregard this message!
(Apparently disappointing another customer as well.) Thanks Air Miles! Looks like you need to review your policies and improve your customer service, this is beyond ridiculous!!!! ?
I can’t get into your website plus I can’t reach anyone by phone Tuesday is supposed to be a problem but not today. What is going on, I need to book a flight.
I have been waiting 5 days to hear back from you for a new password for login. I need a new card and would like to update my address. Unable to use my points as the strip is worn.
I tried contacting you 5 days ago to get a new password, I have not heard back via email. I need a new card and would like to update my address. My present card will not let me redeem points for cash earned. seems the strip is worn out.