Air Miles is one of my least preferred mileage programs. Even though their name contains “air” – it’s not really an airline program. Redemptions for travel are generally a horrible value, and they’ve just had scandal after scandal:
- Redemption Items hidden to certain customers, resulting in a class action lawsuit
- Expiry Rules causing legislation in Ontario to be tabled on expiration policies for mileage programs
Now, even though they’ve scrapped their expiration policy, people are pissed off about redeeming miles for items they didn’t really want simply because of their upcoming deadline. Air Miles also isn’t going to be refunding anyone.
My Thoughts on Air Miles Expiry
Air Miles perhaps thinks all of this is going to blow over. It won’t – not especially when you’ve had months of negative publicity. This is to the point where not only avid points collectors are aware, but even the general public knows.
It’s just been one marketing blunder after another. I’m shocked at the lack of customer response that Air Miles has presented. Even the FAQ page for air miles expiry (https://www.airmiles.ca/expiry) hasn’t been updated. It simply redirects to the home page.
A heartfelt apology note pasted on the front page would go a long way to assuage angry consumers, even if it doesn’t really do anything. Some promotion to win back the minds of Canadians would be great.
For Consumers, the easiest way is to vote with your wallet. If you have an Air Miles credit card, switch to an Aeroplan co-branded card like the TD Aeroplan Visa Infinite, or an American Express.
I’ve collected 51 Air Miles in the past few months. Until the program improves, I’m certainly not going to be continuing.