After traveling in Europe for nearly two weeks, I returned home to find a certified letter from Aeroplan delivered by FedEx.
Here’s the unedited letter, concerning my cancelled first class tickets on SWISS:
Dear Mr. Klint:
Thank you for your letter regarding your recent Aeroplan flight redemption on SWISS Air. I have attempted to call you regarding your letter but you have yet to return my calls.
As you know, SIWSS First Class seats are not typically available for Aeroplan redemption travel. This restriction to SWISS First Class seats has been in effect since 2013 and appears on Aeroplan’s website https://www.aeroplan.com/use-your-miles/flight-rewards-chart. As you mentioned, some members, such as yourself, were able to erroneously reserve the restricted seats during a short period. Aeroplan, in collaboration with the airline carriers, Air Canada and SWISS Air, worked together in finding alternative flights to replace the inhibited seats so that members would not sustain further inconvenience at time of travel.
I can appreciate your frustration when the SWISS First Class seats were unexpectedly cancelled without notice. Our records confirm that you were originally booked to travel from Zurich to Los Angeles on a SWISS Air First Class flight. My understanding, from the Aeroplan Supervisor that spoke with you, is that the issue was resolved on December 12, 2017 when you agreed and accepted re-routing to the same destination in Business Class with a connection in Toronto. The Aeroplan Supervisor offered to make future changes on the booking without any fees (if the direct flight became available before your travel date). Upon further review of your reservation, we noticed that you cancelled you reward tickets on December 31, 2017. These flight reward tickets remain available for future use (up to one year from the original ticket issue date).
If you would like to discuss and reconsider the options made available to you by Aeroplan in securing new flight options or refunding you unused reward tickets at no fee, please do not hesitate to contact me directly, and I will be happy to assist.
First, I appreciate the tone of this note. It is not at all condescending like the SWISS correspondence. Furthermore, it concedes that while SWISS First Class is not “typically available” there are instances in which space is booked and confirmed. It also concedes my reservation was cancelled without notice.
Second, however, it gets many facts wrong. While I may have missed some calls during my travels to eight countries over the last two weeks, to my knowledge I did not receive a call, text, or voice message from anyone at Aeroplan. Additionally, while Aeroplan is correct that I had a conversation with an Aeroplan supervisor on 12/12/2017, I did not agree or accept any re-routing in business class. To the contrary, I insisted that the original routing be honored. I wrote about the call immediately after and posted my thoughts here.
> Read More: Aeroplan Called Me
I now have single and senior-level point of contact at Aeroplan. I’ll certainly be reaching out to her and will keep you apprised of the progress I make.