• Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
Live and Let's Fly
  • Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
Home » aeroplan » Why You Encounter Errors on Aeroplan Website
aeroplanAward Bookings

Why You Encounter Errors on Aeroplan Website

Matthew Klint Posted onJanuary 30, 2018November 14, 2023 8 Comments

Have you ever wondered what is going on when you encounter an error when trying to book an award using your Aeroplan miles?

In almost all cases, the culprit is two words: married segments.

I’ve outlined before, in great detail, what married segments are. For a detailed primer, click here.

> Read More: A Primer On Married Segments

Put simply, the problem with Aeroplan is that its award search engine is not aligned with its booking engine. After entering “from” and “to” and clicking search, the award search engine searches from origin to destination. So if you’re going from London to Los Angeles, it will search for all available options, including married segments partner airlines have made available.

But let’s take the example below of London to Frankfurt to Los Angeles on Lufthansa.

a screenshot of a flight schedule

If you click through to purchase it, you will receive the following error message:

a screenshot of a web page

Why? While Lufthansa does intend to make both segments available when booked together, Aeroplan confirms availability on a per-segment basis.

That’s problematic, because if you just search for London to Frankfurt alone, you’ll notice the 6:30a flight from Heathrow to Frankfurt is not available.

a screenshot of a calendar

That’s why the error occurred. Even though Lufthansa is happy to offer award space on that early flight as long as it is connecting to a Lufthansa longhaul, Aeroplan’s technical limitations prevent you (or an agent on the phone) from booking this.

How to Know if Space is Really There

To be clear: there are other problems with Aeroplan. Sometimes space errors out that should not error out and is not related to the married segment problem above. But the married segment issue is widespread and prevalent daily.

To avoid the disappointment of transferring in miles from American Express only to encounter an error screen, search each segment separately that you are trying to book. So in the example above, you would search LHR-FRA first, then FRA-LAX next. If both segments show up independently, you’ll be able to book them together. If not, look for another routing.

CONCLUSION

United Airlines, for example, has no trouble booking married segments when redeeming MileagePlus miles. It seems to me this is a technical limitation Aeroplan could fix if it wanted to. But this problem has been going on for years, so don’t hold your breath waiting for a patch. Just be aware of it.

Get Daily Updates

Join our mailing list for a daily summary of posts! We never sell your info.

You have Successfully Subscribed!

Previous Article Qatar vs. Delta – Who Really Won?
Next Article Why You Should Always Book Directly with the Airline

About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

Related Posts

  • LifeMiles Transfer Bonus AMEX

    Lifemiles 15% Transfer Bonus Continues To Return Value

    March 3, 2024
  • Brilliant KLM Award Redemption

    The Best Award Redemptions Are Often The Most Boring

    February 21, 2024
  • a woman sitting in a chair in a plane

    No Voluntary Downgrades On Emirates Award Tickets

    August 15, 2020

8 Comments

  1. iv Reply
    January 30, 2018 at 2:38 pm

    This along with other known “errors” will not be fixed because it is not a priority for Aeroplan. Air Canada will be launching their own FF program in 2020 and the ability to book Star Alliance airlines and ticketed on Air Canada stock via Aeroplan will disappear along with it.

    So Aeroplan probably figures why spend the money on the website when in a couple of years we will have to completely revamp it.

  2. Cedric Reply
    January 30, 2018 at 3:35 pm

    For the same reason Aeroplan gave the middle finger to people who booked the Swiss first awards (me included), don’t expect this to be fixed. Aimia is going under, it’s just on life support for now. Lay offs have started and morale is very low (this is coming straight from the horse). Its funny because aside from a few glitches, the system works very well. The fact that you can book through the app is nice as well. It’s saved me a few times already. They might be bale to sell off the booking system, but that’s just a drop in the ocean. They just moved into new offices in a brand new tower…

  3. Phil Reply
    January 30, 2018 at 4:05 pm

    So, the question would be, is this any different if you call Aeroplan and try to make, or is the issue truly beyond the website?

    I’ve had luck in the past booking Aeroplan trips where one or more flights were not bookable via the website, mainly by researching with other tools (like KVS) first and then asking for those flights. I’m not sure how many of those past issues were actually due to married segments though.

    • Lantean Reply
      February 24, 2018 at 3:32 pm

      When it comes to this issue, from personal experience I can tell you that the agents are just as useless as the website.

  4. Fred Reply
    July 7, 2018 at 4:53 am

    What a piece of garbage Aeroplan is…and they call it a “rewards” program.

  5. Russ Hendry Reply
    February 9, 2019 at 4:47 pm

    It was always bad, but the last month is become impossible to do anything on the app OR the webpage! Do we have to threaten a class action suit or something?
    Here’s my standing Android Play Store review of the APP;
    “Cryptic and unintuitive best describes this dinosaur… And months later, it’s worse! Not only that, the website is broken too! Can’t search airports to begin a flight booking! Fire the IT Director, get a mitt and get in the game!
    Now another 2 weeks passes, no update available and still broken. You really don’t care at all do you Aeroplan?”

  6. Dr. Azin Reply
    August 1, 2019 at 2:35 pm

    I had the same thought (searching individual segments) when I was having the “Itinerary..not available” message when I clicked through to book.

    Today, it shows a flight from GIG-SNA on 8/2 on United Airlines (UA128/UA404/UA631) as available on the search, but gives that message when trying to click through to book.

    HOWEVER, I did search each leg independently, and it found each of them available. So, Aeroplan appears to be unable to handle the 3 leg booking on UA (same thing occurs with LAX as destination). I could call, but last time it took a long time to reach the agent, and you’ve indicated that the agent couldn’t book in your case anyway…so, I’m still thinking about whether it’s worth it….

    • Matthew Reply
      August 1, 2019 at 2:38 pm

      Call. If each segment is available separately, then an agent should be able to book over the phone and waive the call center fee of C$30.

Leave a Reply

Cancel reply

Search

Hot Deals for May

Note: Please see my Advertiser Disclosure

Capital One Venture X Business Card
Earn 150,000 Miles Sign Up Bonus
Chase Sapphire Preferred® Card
Earn 100,000 Points
Capital One Venture X Rewards Credit Card
Capital One Venture X Rewards Credit Card
Earn 75,000 Miles!
Capital One Venture Rewards Credit Card
Capital One Venture Rewards Credit Card
Earn 75,000 Miles
Chase Ink Business Unlimited® Credit Card
Earn $750 Cash Back
The Business Platinum Card® from American Express
The Business Platinum Card® from American Express
Earn 120,000 Membership Reward® Points

Recent Posts

  • a plane on the runway
    ANA Passenger Tried To “Murder All Onboard”, Diverts To Seattle May 25, 2025
  • Thompson Miami Beach courtesy of Hyatt Hotels-Two-Queen-Beds-With-Balcony
    Sneak Peek At The Thompson Miami Beach (Opens Fall 2025) May 25, 2025
  • Motion Sickness Uber
    I Used To Get So Much Done In Ubers. Now I Just Try Not To Puke. May 24, 2025
  • American Airlines Flagship Lounge Philadelphia
    Premium Progress: American Airlines Flagship Lounge Opens In Philadelphia (PHL) May 24, 2025

Categories

Popular Posts

  • a room with a table and benches
    Where To Smoke At Paris Charles De Gaulle Airport (CDG) April 26, 2025
  • United Airlines Polaris Lounge Chicago Review
    Review: United Polaris Lounge Chicago (ORD) May 1, 2025
  • United Airlines Refresh Polaris Lounge Chicago
    First Look: United Airlines Reopens Renovated Polaris Lounge In Chicago (ORD) April 29, 2025
  • a hand holding a blue card
    Chase Sapphire Preferred 100K Bonus Offer Ending Soon May 2, 2025

Archives

May 2025
M T W T F S S
 1234
567891011
12131415161718
19202122232425
262728293031  
« Apr    

As seen on:

facebook twitter instagram rss
Privacy Policy © Live and Let's Fly All Rights Reserved. Unauthorized use and/or duplication of this material without express and written permission from this site’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Live and Let's Fly with appropriate and specific directions to the original content.