AIR MILES Canada Reviews 

I started collecting in the 1990s, and initially it was a fantastic program. I encouraged friends to sign up through BMO MasterCard. We took lots of flights and redeemed miles for some big ticket items.

But now, what can I say. It is a business trying to fail.

As an ONYX collector, I have a special phone line I can call, but after punching in all the requested numbers I still end up in the same 3+ hour queue as everyone.

I just want to change my email, but that is NOT a self-serve option. Once I prove who I am, this should be an easy thing to do. Instead, hours of my life are being sucked away.

The least they can do is update the muzak program they bought in the 90s.

Awful. Card used fraudulently and they are unreachable and the website useless. Fortunately I didn’t have a huge amount of points so not a huge amount was stolen.

I just lost 33800 airmiles after 23 years of being a member because they expired. I've been waiting to take my son on a trip when he was old enough. So i've been saving them. Log in today, 0 miles. Called customer service. I didn't use them so they wiped them. Won't re-instate them. Oh, but I can start over if I want to open a new account... 23 years i've been collecting, and nothing !!!!

I had Monica as my representative and she helped so much and got me back all my miles that was stolen from a gas station

The benefits have been reduced drastically, or completely taken away. The amount of miles o earn is next to nothing.
Many loopholes and hidden details if wanted to purchase through them travel etc.

Too bad, we were 30 years loyal to this brand. Time to up level and WIN not stay attached and lose and keep getting disappointed

The worst customer service , they always make excuse to not give me my offer air miles ! I suppose to have 1000 AM for offer i paid money for ! they don’t respond after i sent them the invoices ! And after 1 month back and i called i have to stay 1 hour argue , meanwhile other people got the same offer and same date without any isse i got a screenshot and sent but they don’t have respect for customers what a waste of time ! I am going to call my bank to remove this program

It used to be way better but it's a waste of time now. With the loss of Safeway/Sobey's it's a massive loss in the West. There are hardly ANY vendors anymore. I've switched to WestJet shops to do my online purchases & given up ENTIRELY on Airmiles.

The company permanently has my card flagged as a security risk so that I cannot use the self service option. Called them yet again to have something sorted. I was told that my wait time was less than 5 mins. Thirty mins later I hung up.
From what I have read online, the security flagging and phone wait times are intentional so that rewards aren't used.
The app also has very limited ability to read receipts. No clue that OJ stands for orange juice or that Pepsi is a cola. Very basic system. When I ask for a review when denied, they ignore the request.

Account was flagged for fraud and no one will explain why. I was told wait 3-4 weeks for someone to contact you. Absolute joke of a rewards program. This all after waiting 40 minutes to speak to an agent who barely spoke my language.

My account got hacked on the weekend and my airmiles got stolen. When I called they told me I had to create a new account with a new email. Why on earth would I need to create a new email for 1 rewards card. I asked to speak to the fruad department. Was told only if you have lost more than 5000 miles. Asked to speak to a supervisor and was told supervisors aren't avaliable. I asked why not. Couldn't give me an answer. So no recourse only able to speak with a Customer service person from another country who doesn't speak english well enough for you to understand them. I have been a collecter since 1993. And I am done.

I used 2,340 AIR MILES to purchase a SMEG 50's Retro Style Electric Kettle, but the product stopped working after only 3–4 uses and turned black inside. I contacted AIR MILES for help, but they refused to exchange or refund the item. Instead, they just gave me 100 miles as “compensation,” which is completely unfair.

They also provided a phone number and email address that never responded, making it almost impossible to resolve the issue. It feels like once they get your miles, there’s no real customer support.

On top of that, I never actually earn miles when I shop through their site. Almost all my miles come from my credit card purchases, not from shopping with AIR MILES partners. When I submit missing miles claims, they make you go through a long process only to reply with the same message every time:

Not eligible if you buy flights or hotels on Expedia

Not eligible if you buy groceries at Walmart

Not eligible if you buy skincare or beauty products from Sephora

Not eligible if you buy electronics or personal items from Amazon

Basically, you earn nothing from shopping on their platform. It’s misleading and frustrating.

I would not recommend AIR MILES — poor product quality, terrible customer service, and unreliable rewards system. Definitely not worth the trouble.

Within the past 5 years, the value of Dream Miles has plummeted. Flights I used to book cost between 2,000-4,000 air miles and are now listed in the 9,000-11,000 range.

I transferred my miles into Cash Miles to redeem for eVouchers during the Christmas shopping season. For some reason, this flagged my account for fraud and now my account has been suspended and the eVoucher orders were cancelled. I called in and they weren't even able to unfreeze my account. He left a note for the investigative team when they get to it...

Like many customers already said here waiting time and incompetence of the ambassadors (how airmiles calls their reps) are the pain. I eventually talked the 3rd one who seems mature and hearing better. Towards the end I had to correct his instruction and explain 3 times to him how he can claim missing points from “receipt scan” / “airmiles receipt” on the app. It tells how convoluted the app is for simple things that even their employee cannot follow or may be not aware of.

The other type of offers for online stores like miles promotions for purchases on amazon, I always had to claim the missing. They never updated your miles automatically as promotion promised. I missed quite a few because who would calendar 60 days to make claim of 90 cents worth!

I was kind on a call before when I said I feel sorry for the rep having to hear customers fan out their frustration. The young guy responded uh huh, you dont have to feel sorry for me. Well… I had wasted enough time.

Calls a few years or over 10 years ago were more fun and efficient.

Its hard to collect points. I made a purchase through Amazon, Air Miles Shop Partner last month, I have not received POINTS. Shame On Air Miles!! Shame on BANK OF MONTREAL that has the worst points program in Canada next to Scene OWNED BY BANK OF NOVA SCOTIA. I WANT MY AIR MILES POINTS NOW!! Other Air Miles collectors complain about waiting for an 1 hour for live customer service? This is not customer service but customer abuse!!

If you've ever been on hold for hours, had your issue unresolved, or felt like the agent couldn't help you, I'm writing this to confirm your frustrations are valid. As a former frontline agent, I want to shed light on what's happening behind the scenes at Air Miles, which is owned and managed by BMO.

The widespread customer service issues you face are a direct result of systemic internal problems. Here’s what you should know:

Chronic Understaffing: The entire call center is being carried by a skeleton crew of overworked and underpaid agents. We were drowning in calls, handling everything from complex travel bookings to technical issues and fraud concerns with no backup. This is why your wait times are astronomical.

Lack of Support & Broken Systems: Agents are equipped with failing systems and processes that make it nearly impossible to resolve your issues effectively. We are often just as frustrated as you are.

Unavailable Management: When you ask for a supervisor, you are often met with resistance. This is by design. Management actively avoids taking escalated calls, leaving the frontline agents to absorb customer frustration for problems they have no power to fix.

The agents on the phone are doing their best in an exploitative and unsustainable environment. We were crushed by unrealistic performance metrics and treated as disposable, leading to rock-bottom morale and high turnover.

To fellow customers: Please be patient with the person on the phone—they are in an impossible situation. Understand that resolving any complex issue will likely be a long and frustrating process, not because of the agent, but because the company has fundamentally failed to support its staff and, by extension, its customers. This 1.3-star rating is an accurate reflection of the internal chaos.

Dear Air Miles Customer Service, I am writing to formally express my dissatisfaction with the recent experience I had while attempting to reset my Air Miles account password. As a long-time collector and loyal customer, I expected that your telephone support team would be able to provide assistance with such a basic issue. Unfortunately, this was not the case.On 2025-09-23, I contacted Air Miles telephone support after being unable to reset my password online. The automated system redirected me to an agent, but I was informed that password resets could not be completed over the phone and that I must rely exclusively on the online process. While I understand the need for security, it is highly unreasonable that telephone support cannot assist with a fundamental account access issue.The online system was not working as intended—I did not receive the reset email despite multiple attempts, and this left me locked out of my account. Without access, I was unable to check my balance, redeem miles, or take advantage of promotional offers. This created a frustrating and disappointing experience, especially since I rely on Air Miles as part of my travel and shopping activities.Customer support is meant to provide solutions, not roadblocks. If your representatives are unable to reset passwords directly, they should at least have alternative methods or escalation procedures to ensure that customers can regain access to their accounts in a timely manner.I kindly request that Air Miles review this policy and provide telephone agents with the ability, or at least a secure process, to help members reset their passwords. I would appreciate a prompt response and resolution to ensure that other members do not face the same unnecessary inconvenience.

Reap off and useless like its parent BMO.

Locked out of my account for over 1 week with zero resolution to date. I have called the customer service number 4 times and the IT team still has not found a resolution....Horrible customer service for a locked account...2 out of 4 agents showed zero sympathy as I am trying to cash in points for a birthday e voucher...just shameful

airmiles are worthless.
it takes three months or more to see the airmiles you earned and three months to get through customer service.
I am an avid safeway shopper and collected airmiles even though it took forever to see them in the account. I am so glad they switched to scene points as I see them in my account the next day. I have saved so much money with scene points.
safeway was their biggest draw and now they are useless.

After trying to link a MC half a dozen times I decided to call AirMiles.ca. At least a half hour wait with no call back service only to find out there is no way to confirm a link was successful after an initial temporary response.
I’ve already spent more time and effort than required on any other rewards card and will likely never use it due to convoluted offers and receipt scanning requirements. This program has gone down hill all the way to underground since the partnership with AMEX ended. An utter pain of a program.