Aeroplan is making changes to its loyalty program to offer members more flexibility during the COVID-19 outbreak, PAX has learned.
"In times like these, loyalty is more important than ever and we know it goes both ways. Like all of you, we've been monitoring the evolving global impact of COVID-19," writes Mark Nasr, vice-president of loyalty and eCommerce at Air Canada, in a post on Aeroplan's website.
Members can now cancel any Flight Reward free of charge until March 31st, and the fastest way to do this is at aeroplan.com.
Due to high call volumes, Aeroplan are experiencing long hold times at our contact centres.
"Until March 31st, you can cancel free of charge and receive all of your Aeroplan Miles back in your account, plus a full refund of any associated taxes, fees and surcharges on the unused value of your travel. Simply log-in and visit Manage your bookings," Nasr writes.
Secondly, there will be a temporary pause to expiration of Aeroplan Miles until May 14th.
"As you know, earning, redeeming or transferring Aeroplan Miles will keep all of your miles active for 12 months from the transaction date. In order to give you one less thing to think about, as a policy matter, we have paused expiry until May 14th, 2020," Nasr writes. "This means that between now and May 14th, any Aeroplan Miles which would have expired will not."
Effective May 15th, Aeroplan's normal expiration policy will once again apply, meaning that miles will expire if an eligible transaction has not been completed prior to this date, Nasr says.
Nasr also shares important information for Air Canada Altitude members, as well as those who are expecting to reach Altitude status in 2020.
Firstly, additional eUpgrade Credits are now available in accounts.
"In light of reduced travel in 2020, we realize that Altitude members may not be able to enjoy their upgrade privileges. In recognition of that, we are providing all Altitude members with additional eUpgrade Credits, valid until May 31, 2021. You can view these in your eUpgrade account and use them immediately," Nasr writes.
Secondly, he touches on 2021 Altitude status qualification criteria.
"We realize that for our loyal customers and frequent flyers, your travel plans this year have been disrupted just as our business has been impacted. We're watching the situation very closely and, as travel patterns unfold over the coming months, you can count on us to address this unusual situation. Rest assured that we'll do right by you with policy changes and special offers for Altitude status qualification," he says.
Nasr argues customers to check back with aircanada.com for all the latest updates on how Air Canada and Aeroplan are addressing COVID-19.
"As we navigate this ever-evolving situation, we are currently working around the clock to support our members. We're focused on maintaining the service that earned your loyalty," Nasr says.
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