Still having trouble booking your Aeroplan award? If so, you’re not alone. Unfortunately, there is still not a global fix to what has become an ongoing issue.
I’ve outlined the problem here. Put simply, Air Canada recently transitioned to a new booking system and Aeroplan, which uses Air Canada to ticket reservations, was not properly migrated. The result has been severe difficulty in booking flight awards. Many accounts are out of sync, meaning awards cannot be issued.
This has created a problem for those with last-minute trips or trying to snag space before others. To complicate matters, Aeroplan (and Air Canada) hold times are still outrageously long. Most still cannot even enter the queue. Instead, you’ll encounter a message that the phone lines are too busy and to try again later.
This problem was initially supposed to have been resolved within three days. It is now pushing three weeks and many are still experiencing issues. What is going on? When can we expect full resolution?
Aeroplan Response: We’re Working On It
I reached out to Aeroplan for an exact answer, seeking a more concrete timeline for a fix. I received a detailed response:
We are working to reduce wait times as quickly as possible but we have no timeline for you. This is because, apart from anticipated call increases related to the new reservation system we cut over to at the end of November, we have also been experiencing higher than normal volumes due to earlier, unrelated initiatives that are making call activity hard to predict. As you may be aware, back in August we asked members to make changes to their login credentials and in October to reset their passwords as part of a security upgrade. Calls about these actions continue to persist and have added to our volumes. That said, we want to assure members we are working very hard to reduce hold times as quickly as we can, including through online options.
We ask members to as much as possible to self-serve on aeroplan.com. Members can continue to redeem flights, hotels, car rentals online as well as self-manage their accounts.
We apologize for any inconvenience to our members.
I’ve also written about the security upgrade issues here.
This has been frustrating to me and I know for many of you. I bring this non-update update to ensure you that I am keeping the pressure on Aeroplan to get this done. Hopefully this issue will be resolved soon. In the meantime, hold off on transferring points into Aeroplan until account migrations are complete (or risk orphaning your miles there).
> Read More: O (Air) Canada: Problems At Aeroplan
I tried to book an air nz award with them today and was unable. Avianca also didn’t show the availability and Virgin Atlantic doesn’t have access to akl ord (?!?)
Incidentally I saw multiple days with up to 4 seats available akl to ord in dec and jan. Almost unheard of! I booked using United
Why did you steal my miles?
Aeroplan is a waste of time and effort! No one issues aeroplan miles, that regular people use, other than home hardware.
Will be dumping mine soon.
Why did they have to do the cutover at the end of November when many people need help with their holiday travels in December…
So dumb, they should have done such a risky move after the peak Christmas travel holidays.
I’m still getting the “Flight Redemption Error” after I submit my payment info for a simple one-way SJC-YYZ. Is your advice still to wait? I’m really counting on this flight home from the west coast.
Call them and see if you can get through. I’m told there is a workaround that some agents have to push a booking through. I don’t want you to lose your space.
I’m still getting the “Flight Redemption Error” from 2 weeks even after I submit my payment info for a simple one-way yyz to yvr. Please help. I tried calling no one picked up waited 2hours on hold.
That’s the sad problem – there is no fix and phone lines remain clogged. I’m so sorry I cannot help you further.
I transferred amex miles to aeroplan to book a last min5award flight yul to ewr
I am getting a redemption error at checkout. Tried calling several times and they say no agent avail.
Any idea what can be done now since my miles are already at aeroplan?
Thanks so much
I’d keep looking for an alternate route.
Hi Matthew. Your news is dire enough, and there’s more trouble where that came from. Multiple attempts to sign on over the past week have all failed. The little barber-pole icon just spins and spins, never producing any result at all. Through “help” I was able to change my password, but the same thing happened again – which is that nothing happened. Meanwhile, my points are nearing expiry….
Do you have any insight into that issue, or a possible (least-bad) solution? Does your Aeroplan insider have any advice for their dear faithful customers (remember – this is a “loyalty” program) who can’t even see their own account? Thanks. Jack.
May 06 and still receiving the “Flight Redemption Error” message. Tried over multiple days with the same error.
Sad. You’re going to have to try to get through and call them.