In the interest of transparency, I’m keeping you updated on what/how I communicate with Aeroplan concerning the SWISS First Class award controversy. Having been thus far unable to resolve this in a manner that suits me, I just mailed Aeroplan a formal demand letter.
A demand letter is a letter stating a legal claim which makes a demand for restitution or performance of some obligation, owing to the recipients’ alleged breach of contract.
I was originally going to publish the full letter, but have opted to hold off for a number of strategic reasons, primarily because I don’t want others copying and pasting my letter. If you’re serious about holding Aeroplan accountable, I recommend a letter of your own that calls upon Aeroplan to honor its contractual obligations.
Here are a few excerpts from my letter:
This letter formally objects to Aeroplan’s expressed intention to unilaterally cancel or materially alter the contract it formed with me in connection with the two tickets referenced above. While I am prepared to initiate legal proceedings if necessary, it is my sincere hope that we can informally resolve this dispute.
Aeroplan’s proposed alternatives do not provide for a comparable experience, and I reject the proposition that Aeroplan can simply walk away from its contractual obligations by merely refunding my miles and taxes.
Lastly, it is not just me who has been harmed by your unilateral action. Hundreds of others SWISS first class tickets were similarly cancelled or modified by Aeroplan. Consequently, if we are unable to reach an agreement, I reserve the right to pursue remedies on a group, or class-wide, basis.
I plan to publish the entire letter one day, if for no other reason than to carefully document how this issue was resolved. I also wish to thank Mitch, a blog reader, attorney, and points aficionado, for helping me form this note.
Once again, Aeroplan has the chance to do the right thing and honor its contract. I hope it will before it is too late…