The cost of a “free” reward ticket
April 22 2009 by Ellen Roseman
Aeroplan has a harsh bereavement policy, which requires widows and widowers to pay 1 cent a mile to transfer points after their spouse has died. When I wrote about this in my column, I heard from many readers who had beefs about both Aeroplan and Air Miles.
Did you know you still have to pay a fuel surcharge when you use your points to get a reward ticket? Both programs have kept the fuel surcharges, even though many airlines have dropped them (including Air Canada on North American flights) as oil prices have plunged.
I checked Aeroplan’s website and found a vague question and answer. Since it told me nothing, I called Aeroplan’s customer service (as instructed) and got the real story.
Yes, Aeroplan does have a fuel surcharge for reward tickets, I was told. It has nothing to do with fuel costs and is misnamed. It’s there because Aeroplan hasn’t adjusted its points levels in a few years. This is another way of compensating the airlines for the reward tickets earned by members.
I asked Air Miles about the fuel surcharge and got an official answer, posted below, and a response from an angry reader.
Of course, there are many other taxes and fees you end up paying when you get a “free” ticket. That’s the reason why many people would rather just buy a discounted airfare and use their points for something else.
Joren
Apr 22 2009
Boy, this topic is likely to get plenty of responses. Aeroplan has become a joke.
I was looking at using my points simply to use them up and forget about Aeropain (spelling intentional) entirely. A “free” ticket in North America was well over $200. A free ticket to Europe was still over $200, but varied depending on destination.
Why spend $300 and 72,000 AP points to fly to Italy in a roundabout way, when I can pay $765 CAD, use NO points, get the flights I really want and gain 1% back on my credit card?
I’m planning on using my points and then I’ll be joining the ranks of former Aeroplan members and finding a better way of racking up travel points.
JP
Apr 22 2009
You probably recall the days when an Aeroplan reward ticket was just that – a free ticket on Air Canada in recognition of consumer loyalty.
Over the years, the Aeroplan business model has evolved to allow point collection through a variety of alternative means and at the same time has sought to pass on all manner of taxes and surcharges to those booking reward travel.
While I don’t like the taxes and surcharges being applied, I accept their application as being within Aeroplan’s discretion; they are now a separate entity from Air Canada and must make a bottom line of its own.
What surprised me was learning that Aeroplan doesn’t just pass on standard taxes and surcharges (as they imply), but has some of its own over and above what Air Canada itself charges.
I checked printed screens from Air Canada and Aeroplan’s websites, which show that the taxes and surcharges on a paid ticket from Toronto to New York are $117 — while the taxes and surcharges on the exact itinerary through Aeroplan are $175.64 – a premium of 50 per cent!
The result sadly is that a “reward” ticket with $175 of taxes and surcharges costs more than half the price of a paid ticket!
Unlike the Air Canada site, there is no way to view a breakdown of the taxes and surcharges on the Aeroplan site.
So I made a call to the Aeroplan 1-800 line. They confirmed that Aeroplan does have its own surcharges. Apparently, call centre personel have been advised by internal memo that Aeroplan will continue to apply fuel surcharges to all reward tickets (though Air Canada itself has eliminated these for all flights in North America).
This sounds to me like a pretty “shady” business practice that deserves some exposure.
In the end, consumers will vote with their feet as they always do, but it is a shame for those who have paid annual fees for Aeroplan affiliated credit cards for many years to see their points devalued in this way.
That said, perhaps I should count my blessings in actually finding an available flight on Aeroplan but that’s another whole story!
RT
Apr 22 2009
Recently, we redeemed Air Miles points for two return airline tickets from Toronto to Florida.
I was told the number of points needed would be about 2,200 per ticket. The spending required to attain these two tickets is approximately $88,000. (This included the purchase of a car several years ago.) The accumulation value is 1 point for every $20 spent.
When I consider we could get an economy ticket to Fort Lauderdale for about $500 or less (taxes and extra fees included - if we shopped around), that works out to approximately a 1% payback value.
This seemed ok until I was told there would be extra fees we would need to pay for (in addition to using our points). I was told we would pay for various airport taxes and fees, which would total about $374.
I asked if this included a fuel surcharge. I was told yes. I asked which airline they were booking me with. They said WestJet.
I accepted the fuel charge without knowing at this time how much it would be.
I was sent a document that broke down the extra fees charged to my credit card. There were two charges I found outrageous.
One was an administration fee of $40 (covering the cost for Air Miles to book our flights - 2 X $20), which was never mentioned in my conversation with the agent at any time.
The other was the fuel surcharge of $150 (2 X $75), which I found to be disproportionately high, considering there shouldn’t be a fuel surcharge to begin with.
I went to the WestJet website and looked up the extra fees charged above the ticket price. There is no mention of fuel surcharges, because they don’t charge them any more. There is no need to do so with the cost of fuel today, and the consumer sensitivity to same.
There is no doubt in my mind that these two extra fees are just a money grab and a way to mislead the public (and their own customers) about the real cost to redeem points for travel via Air Miles points.
They can advertise the point levels and appear to be competitive to other points programs, but when it comes time to redeem, the other costs are added.
The extra cost of $374 equals $74,800 of spending at a points accumulation rate of 20 to 1 and a payback value of 1%.
I called Air Miles to express my dissatisfaction. I was told that Air Miles doesn’t keep the fuel surcharge, but passes it on to the airline.
I was told points redeemers were charged this because of the discounts incorporated in a fee-redeemed ticket.
I told the agent that this practice of charging point redeemers a fuel charge was discriminatory and bordering on a scam (and not an honest disclosure of increased cost to the consumer).
The very fact that the partnership between Air Miles and WestJest results in a business volume booster (the basis of any partnership) is the reason WestJet has accepted a discounted ticket value.
This business props up their retail business, which we know is suffering in this economy.
The fuel surcharge is someone’s idea of extra fees to pass on to the consumer(point redeemer) without increasing the apparent level of points needed for the actual ticket.
Now that brings me to the $40 admin fee. The first time I was informed of this fee was when I had already redeemed the points and was emailed the lengthy documents showing the breakdown of the extra fees.
I could hardly believe they charge the redeemer this fee. To my knowledge, no other points provider charges the collector to redeem points or an additional fee to redeem points toward an airline ticket.
The agent responded that they don’t charge GST, so I should consider this an offset to the fees.
I told the agent this fee is another way of increasing cost to the redeemer, and disguising the eroded payback value. The agent went on to say that since the points are “free”, and act to reduce my costs, I shouldn’t complain.
I responded that they are far from free, as I have directed my spending with expectations of receiving value back (as advertised). I told the agent that we “earned” the points.
We used the majority of our Air Miles points on our Florida airline tickets. I am glad, as we won’t be attempting to pump up (focussed spending) this particular points account again (thinking it has a competitive points program).
If we do ever redeem points from Air Miles again, it will likely be in 10 or more years (if the program survives), and we’re unlikely to purchase travel rewards.
What I will be looking into is the new Scotiabank Momentum Visa card, as it recently advertised a 1-2% cash back program. Cash I can use. I won’t have to spend ridiculous amounts of time on the phone and computer trying to redeem points and paying extra fees to do so.
Shawna Rossi, Air Miles spokeswoman
Apr 22 2009
Collectors who redeem reward miles for seats on WestJet will continue to see the fuel surcharge, as the airline has not removed this charge from the redemption class of tickets it sells to us.
The reward miles required for an AIR MILES redemption has not increased since 2005 and we have no plans to increase the number of miles required at this time.
Unfortunately, this fuel charge is something that we must pass on to Collectors, as the airline has not dropped this charge from the fare of tickets we purchase for redemptions.
The charge is out of our hands as it is part of the taxes and service charges the airline requires us to collect on their behalf for all redemption tickets.
As for the Flights Redemption administration fee:
• AIR MILES charges a $20 per ticket (no GST) booking fee per airline ticket.
• The AIR MILES® Reward Program does not collect GST on redemption tickets
• This fee is not a replacement for the GST, but covers services such as issuing the itinerary/e-ticket/paper ticket, etc.
• A courier fee of $20 + GST may also apply in some situations.
AB
Apr 22 2009
I have started challenging the cost of loyalty points offered by a myriad of retailers.
My usual comment at the checkout when I’m asked if I have an Air Miles or Optimum or Aeroplan Card has been “NO… does that mean I get a discount?”
It’s my contention that if I as a consumer do not use these loyalty cards, I am actually subsidizing those who do in the cost of the goods that I pay for for.
When I buy an item, all I want to do is buy that item and not the accessory, so called “loyalty points” that are forced on me as a consumer.
I shop at one particular large grocery store that does not offer points and find that their prices are comparable if not slightly better than those at stores that have points.
The startled clerks usually just tell me that’s not how it works, but at least I leave them with something to think about.
RH
Apr 22 2009
I cashed in 60,000 points to fly to London but still had to pay $350. Surely this is a ripoff? My ticket was a supposedly free Aeroplan one, not on a discount fare!
BB
Apr 22 2009
I recently received a letter from ING insurance that they are no longer partners with Aeroplan and I would no longer receive Aeroplan miles, effective May 1, 2009.
I was directed to a 1-800 number. The person who answered represented their NEW partner, Bellair Direct.
I explained to them that I had paid my annual auto premium up front on my Aeroplan card, specifically to obtain the bonus miles from ING. These miles are not credited all at once, but at 78 points per month.
They expressed their sympathies but suggested I contact Aeroplan directly which I did. The customer service rep at Aeroplan stated that “partners come and go all the time” and that “Aeroplan is just a bank holding the points”.
I pointed out that Aeroplan negotiated the agreement with ING and that Aeroplan is the one that credits points. I feel that that Aeroplan should honour its original agreement with ING policyholders who paid annual premiums by crediting the Aeroplan miles until the next annual renewal.
To arbitrarily cut off points is bad business practice and unfair to those customers who paid up front. In my case, AeropIan owes me 8 months x 78 points = 624 points.
Now I know that that’s not a lot of points but it’s the principle of the thing.
Shawna Rossi, Air Miles spokeswoman
Apr 22 2009
Hi Ellen, here is our Death of the Primary Collector policy.
In case of divorce or relationship breakdown, death, emigration from Canada, duplication error, or with our authorization, you may with our prior consent and upon proper proof, merge your account with the Account of a family member or member of your household.
When merging accounts, allow sufficient, additional time for processing Rewards.
To merge your account with another collector, you must complete a Merge Account Form and mail or fax it with supporting documentation to the AIR MILES Service Centre.
There is no fee required.
LB
Apr 22 2009
I have another Aeroplan story for you. My two sons and I all have separate Aeroplan and Air Miles accounts. We spent 5 days over Xmas in Palm Springs.
I used Air Miles, as I have great difficulty trying to book a flight using Aeroplan points.
However, I rented an AVIS vehicle and the AVIS clerk neglected to register the Aeroplan number. I was told to mail in the required documents and my AEROPLAN points would be given to me.
I did that and forwarded my son’s Aeroplan number (not my own) as he is short a couple of hundred points before he can get some reward in their catalogue.
Two months later, I received a letter telling me that no miles could be awarded, as the name on the tickets and the name I submitted were different.
I was told to resubmit everything….tickets, AVIS receipt, Boarding Pass etc., using my own Aeroplan number.
MY BEEF IS THIS:
My documents were not returned with this letter of refusal.
I went on the Internet and find that there are at least 10 “executives” running Aeroplan. Who knows what they all do? I don’t know which one to address my letter of complaint.
It appears to me that AEROPLAN is reluctant to part with their points. Customer satisfaction is NOT on the agenda.
SC
Apr 22 2009
I was very happy to see your report on Aeroplan last week!
I had my “miles” totally eliminated due to account inactivity a few years back (45,000 points, not as much as some, but hard earned on my behalf).
When I tried to explain my position (working full-time, two young kids, running a part-time business and taking my MBA -I was basically in survival mode for three long years), they were quite strident in the defence of their policy.
I actually did get a response from Rupert Duschene, but it was a standard form letter outlining the company’s policy on expiration rules. I suspect I was not the only one to receive such a letter.
What bothered me the most was that I didn’t receive a single warning that the account was in jeopardy, and was only told that I had been terminated when I made a phone enquiry as to the number of points I had.
I’m not sure they understand the “butterfly effect” of their decision. I will never deal with Aeroplan again, never fly with Air Canada and I deliberately avoid those companies that have loyalty partnerships (CIBC, Esso, etc.).
If this is the way I feel after losing a moderate amount of points, I can’t imagine the disgust those poor folks who have lost their spouses must feel for the company now.
Thanks for your effort on behalf of all of us! It is appreciated!
DJ
Apr 22 2009
Several years back, I lost my Aeroplan points due to inactivity. I was not even aware such a thing could happen until I read your article on the matter.
I had to fight to get my miles restored without any cost and I thank you for your guidance in the article.
This summer my family and I are going to Calgary with those reinstated miles.
Thanks for the great work.
PH
Apr 22 2009
Your article about Aeroplan charging to transfer the points from a deceased spouse’s account was spot on. I had the same experience after my wife died a year ago.
My complaint to Rupert Duchesne, the President and CEO, generated a phone call from Mindy Goldberg in his office who would waive the $30 fee but could do nothing about the other $600 (one cent per point).
That doesn’t sound like a lot till you realize that Aeroplan points are often worth no more than a couple of cents each, compared to the cost of similar discount flights. And then there are the appalling optics of Aeroplan benefiting in this situation.
Incidentally, I notice their latest marketing logo says “Aeroplan - Rewarding Life” - I guess they can say I was warned.
PSA
Apr 22 2009
I would like to add my family´s name to your list of people who are sickened by Aeroplan´s bereavement policy.
When my Mother passed away in 2005, we suggested to my Father to transfer the points to his account, wrongly assuming that this would be feasible just as the rest of their assets were transferable.
I was so outraged by the fee that I remember spending hours on the phone with Aeroplan.
I have been an Elite member of Aeroplan for years and was hoping that that would help the situation.
I must say that while the customer service agent was polite, it is clear that Aeroplan created this fee to simply hope that most people would not pay it and Aeroplan would lose the contingent liability of paying for points for people who can no longer use them.
I hope, although doubt it, that your article in Saturday´s Toronto Star at least shames Aeroplan slightly.
PR
Apr 22 2009
An interesting article that displays Aeroplan’s inflexibility.
I was an Aeroplan member 21 years until I got fed up with their abuse in trying to get flight redemptions.
As an example, where they have an A to B daily service, they will route you to via at least one and sometimes two intermediate stopovers.
When you ask why not the daily A to B selection, they say they don’t have enough seats for Aeroplan. What happened to “all seats” campaign a while ago?
I cancelled my Aeroplan card over a year ago and I’m not going back. Thanks for a good write up.
GT
Apr 22 2009
I was dismayed, and surprised, to read your article describing Aeroplan’s policy regarding transfer of points following the death of a spouse.
My common-law wife passed away in early 1993. I sent Aeroplan a letter, together with a copy of the death certificate, requesting the 40,000 or so Aeroplan points in her account be transfered to mine.
I received a letter of sympathy from Aeroplan and the points were immediately transfered at no cost whatever to myself.
A short time later, I came across another Aeroplan account in her name and sent a similar letter to Aeroplan requesting transfer. This they did again at no cost to myself.
Clearly their policy has changed in the past 16 years, another “cash-grab” opportunity no doubt.
NM
Apr 22 2009
My husband travels a great deal for business, so all Aeroplan points from credit cards and loyalty programs are credited to his number and then used to purchase tickets for all our family.
Unfortunately, it may be too late for those couples whose spouses have already died, but there is an easy way to protect spousal points.
As per Aeroplan instructions, I simply faxed a letter to Aeroplan, signed by both of us, that granted me the right to have full access to his account.
Recently I contacted Aeroplan to speak with them about another issue and the subject of spousal loss came up. They assured me that our points (which are considerable) are fully protected because my access was formally arranged in writing, versus just knowing the PINS and passwords.
It’s a good thing to have in any case for the times when you need to speak to someone versus booking online. Aeroplan representatives will not permit one spouse to book tickets using the other spouse’s points, let alone discuss anything regarding a spouse’s account, unless an authorization letter is on file.
Hope this info helps other couples.
DB
Apr 23 2009
Just an interesting tidbit of info…
The miles you accrue as an Air Canada passenger for a flight differs from what Aeroplan deposits into your account.
For example, I had a busy March and flew to Mexico, Germany and all over the U.S. In each case, the “miles” I received were less than what AC prints in their timetable as the mileage between two cities.
On March 20th, I flew from Dallas/Ft. Worth to Toronto Pearson and received 1,194 miles, when their timetable states 1,199.
On March 1st and 6th, I flew to and from Cancun, where I accrued 1,614 miles, but should have received 1,620.
I have pointed this out to various levels of staff at Aeroplan, but for the most part it has fallen on deaf ears…I don’t think anyone wants to open that proverbial “can of worms.”
ZS
Apr 23 2009
The Aeroplan cost to fly to a California destination is 25,000 points and $150 airport charges (Toronto and the destination airports inclusive), plus another $30 if you book it with an agent rather than at the Aeroplan website.
I gave up my credit card that allowed me to collect Aeroplan points a long time ago, since any savings with Aeroplan were offset by the credit card annual fees (with a spouse card, the fees are higher).
I only use the 1% cash back credit cards, which CIBC and AMEX Costco offer with no annual fees.
And what do I do with the cash back at the end of the year? I use it as a lump sum payment for my mortgage.
I have my peace of mind and a better investment in the long term.
PS: I have been collecting Aeroplan points only when traveling with Air Canada or its partners.
Christa Poole, Aeroplan spokeswoman
Apr 23 2009
Air Canada requires Aeroplan to collect fuel surcharges on all ClassicFlight Rewards.
For international destinations, the fuel surcharge amounts are equivalent to those charged by Air Canada when customers purchase a regular ticket.
The North American fuel surcharge for ClassicFlight Rewards is $27 per one way (while those for international flights vary by market and are the same as for Air Canada tickets).
Air Canada reflects the cost of fuel (for North America) in its ticket prices, which may increase or decrease accordingly.
However, Aeroplan does not vary its mileage levels for ClassicFlight Rewards and is required to collect a separate surcharge reflecting Air Canada’s cost to purchase fuel as a result.
Air Canada determines these amounts based on its cost to purchase fuel.
Further enquiries should be directed to Air Canada.
Lynn
Apr 23 2009
That is why I use by airmiles to get gift cards.
Cynthia
Apr 25 2009
I agree with Lynn, I just cashed in some airmiles for $20 gc for Reitmans.
Andy
Apr 29 2009
This is all about managing your travel points from various sources and getting the best bang for the buck.
I have Aeroplan, Air Miles (I think I will be in my 90s before I can get a flight! We use it for Christmas gifts for movies and gift cards at the Bay.)and a TD Travel VISA. We are traveling from TO to Vancouver in May. I locked into a seat sale in January and bought it with TD Travel points through TD Travel. The I used my Aeroplan points to rent a car for two weeks.
This is win/win! As I said, it’a all about managing your points!
Steve
Apr 30 2009
The latest run of Royal Bank “Avioning” commercials just adds more fuel to the fire.
Here they are promoting their guy, the “Avioner”, as a true gentleman who always knows the smart way to travel. He’s become the spokesperson for Avion and he wants to share his knowledge with other travelers.
So perhaps “HE” should also share the important fact that Avion also requires you to pay the fuel surcharge and other taxes and it’s not really the “smart way” of using your points to get your ticket.
I agree with one of the previous commentators. I’ll soon be looking to switch out of “Avioning” unless they quickly rethink their position on fuel surcharges.
PF
May 27 2009
I travel quite frequently and generally use Aeroplan. I recently tried booking a flight for next March (that is 10 months from now) from Toronto to New York.
I requested two seats in business class. Aeroplan has no classic reward seats available on any flight leaving the days I require.
When I go to the Air Canada website, I see there has not been one seat purchased on any of of those flights. This is both for LaGuardia and Newark.
In total, I checked about a dozen flights. Every single one did not have a classic reward seat available through Aeroplan, yet not one seat had been purchased through Air Canada.
Actually, seats were available but at a cost of 153,000 points each. That is Toronto to New York biz class and 10 months out!!!
Business class should be about 30,000 points each, but apparently Air Canada is holding off allocating these seats to Aeroplan on the hopes that they can sell them.
I was under the impression (but obviously incorrectly) that there was a minimum number of seats available on every flight and then, according to demand, seats were available at a premium.
I spoke with an Aeroplan representative and was informed that “Air Canada releases seats at their discretion and on the more profitable routes, they tend not to release seats.”
It is ludicrous that I can’t get an Aeroplan seat 10 months out and on any flight those days to two airports. I think I will have to shift my business from Aeroplan to another travel card.
MW
Jun 5 2009
For many years, my wife and I were members of Air Canada’s Aeroplan. We each had accumulated considerable points for contemplated future travel.
Unfortunately my wife passed away last year. Assuming her points were part of her estate, I contacted Air Canada to have them transferred to my Aeroplan account as I was her beneficiary.
Aeroplan told me that would cost me one cent per point, plus an administration fee. The total cost would be slightly more than $800 for points we had already paid for to accumulate. To me, this was grossly unfair.
Furthermore, they put a freeze on my wife’s points to prevent them from being used - no thanks to me for being honest.
(It is beyond me how they can control the use of a deceased person’s points for family air travel if a beneficiary does not let them know of the bereavement.)
It is certainly difficult to understand Aeroplan’s policy, particularly at this time when good business and public relations practices are essential for the economic well being of any business.
It is unfortunate that Aeroplan would not consider a change to this unfair, restrictive ruling.
Perhaps your investigation and influence will get them to change this restrictive policy and enable me, and those like me, to get a deceased spouse’s points retrieved without the related, exorbitant charge.
Royal Bank has a similar points system that appears far more flexible. With their plan, a deceased person’s points can be transferred to a beneficiary without any cost.
It seems that Royal Bank is certainly interested in promoting good public relations and in enlarging the membership in its flexible points travel plan.
Aeroplan problem solver
Jun 9 2009
Your comment, “Suppose your spouse dies,” is very valid, as we found out when my father died last year.
He had well over 100,000 points, which I suggested my mother should use. After checking out the cost, she decided not to do it.
This bothered me and I came up with a way around the problem. I set up an online account for my dad and then cashed almost all his points for $100 Esso gas cards. (The non-usable balance I donated.)
My mom is now using the cards for Christmas and birthday gifts.
The only problem I have now is that nowhere on their website can I find how to close out the account, but I’m certain Aeroplan will do so in due course.
While perhaps not totally ethical, it was what my father would have wanted.
By the way, the $100 Esso gas card for 12,500 points seems a good deal to me, especially with current gas prices. And much easier to get than the flight you want.
KE
Jun 11 2009
I recently decided to use all my Aeroplan points. I booked a flight for April, with 2 adults at 95,000 points each, and it cost approx $275 in fees for each ticket.
I have now booked another flight for July/Aug at 75,000 points each and I mentioned that I was somewhat shocked at the continued fuel surcharge fees.
I was informed by the rep that they only charge the fees on Air Canada segments, so I had him switch the route to only use AC on 1 of the 6 flight segments and we saved $126.19 on each reward ticket.
I only wish I had known on the first trip where we had 4 of 6 flight segments on AC. Two of them were international and had the fuel surcharge fee applied.
I do, however, think that AC should not be charging this fee.
JD
Jul 17 2009
My father passed away May 27, 2009. I have been helping my 80-year-old mother sort his affairs. She is the sole beneficiary to his estate.
My Dad was a MBNA credit card holder and had accumulated travel points. The estate department is telling me that the points are gone as he is deceased. I asked for them to be passed onto my mother.
My mother could use these points to visit her sister on Vancouver Island.
I feel these points should be part of his estate and I notified them right away that she would like them.
Can you help me?
————————————————————
Cathy Velazquez, MBNA spokeswoman:
MBNA has been in contact with Ms. D and as an exception, given their extenuating circumstances, MBNA is happy to make arrangements so that Ms. D’s mother can use the points that had accumulated on the account.
————————————————————
JD again:
I just spoke with MBNA. I am pleased with the outcome and have you to thank. Without your advocacy, I know there would not have been any success for my mother in this matter.
MBNA offered 3 solutions:
1. They will have someone call her right away to book her ticket. There was 27,000 points and 25,000 points entitles
her to a North American pass.
2. She can have an MBNA credit card with all points transferred to her and can redeem them at her convenience.
3. I can have a credit card with all the points and arrange to use the points for her.
Faithful Toronto Star reader and Your Fan,
JD
LA
Jul 25 2009
Hi Ellen,
I was very interested to read JD’s situation (July 17, 2009) with transferring the travel points from her deceased father’s MBNA card to her mother. I too would like to transfer points from my mom’s VISA Platinum Travel Card to my own. She died the end of May and I am her beneficiary but VISA is telling me I can’t inherit her points. Do I have a chance?
Thanks,
LA
Ellen Roseman
Aug 5 2009
I got an email from JD shortly after I contacted MBNA and here’s what she said:
“I just spoke to MBNA. I am pleased with the outcome and have you to thank.
Without your advocacy, I know there would not have been any success for my mother in this matter.
They offered 3 solutions:
1. They will have someone call her right away to book her ticket. There was 27,000 points and 25,000 points entitle
her to a North American pass.
2. She can have an MBNA credit card with all points transferred to her and can redeem at her convenience.
3. I can have a credit card with all the points and arrange to use the points for her.
Faithful Toronto Star reader and Your Fan,
JD
YOW guy
Aug 19 2009
Aeroplan’s website and agents are quite funny and strange at the same time for flight redemption. If you want to go from point A to B and if there is a direct Air Canada flight from A to B, you will not be offered that direct flight. Instead you have to go from A to C to B. You might think that there might not be availability for the direct A to B. Boo, that is not true. If you want to go to another point D, which is near B, the routing that is offered is A to B to D. Note that A to D also has a direct flight. This clearly is discrimination towards reward ticket holders.
Frank Dampf
Dec 20 2009
On Dec. 16, I purchased two Aeroplan tickets to Miami from Toronto for Jan. 31, 2010 at a cost of 135,639 in Aeroplan miles and $240.58 in ADDITIONAL taxes.
I subsequently telephoned Avion, which I also have air miles with, and was advised by the Avion representative that tickets for the identical Air Canada flight could be purchased for under 60,000 air miles for the two of us, points per person, INCLUDING airport taxes.
I will be phoning Aeroplan on Monday to cancel my tickets at a further cost of $180 and rebook with Avion. It will still be worth the difference. What a ripoff.