Air Miles: How customers fought back and won (CBC Marketplace)
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- เผยแพร่เมื่อ 13 มิ.ย. 2024
- About 17 million Canadians are members, making it the biggest loyalty program in the country. But does all that loyalty pay off? Air Miles just cancelled its policy to make your miles disappear. Here's how you got the company to back down.
Watch more: • Which rewards programs...
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I love CBC Marketplace. I live in Texas. I'm not even close to Canadian. Excellent reporting.
I live in Las Vegas... and watch CBC!
TEXAS🙌🏽🙌🏽
SAME!!!
Canada isnt much different than US. Toronto & Vancouver are pretty much same as american cities except the cops are nicer and healthcare is covered by the government
New york baby
Hell yeah! expose these crooks, i freakin love you for this CBC, keep it up. Just cancelled my air miles. Never again!
MastaX I
MastaX How are they "crooks"?
They make it so difficult to redeem, and the products they "Give" you with the fees end up costing them close to nothing ( Direct import from Asia, example a clock valued at $50 cost them $5, and, they charge you points plus maybe $35 to let you have it.... What a deal...!!!!!) and most of the time they even make more money on top of what they got from the merchants.
Burned my card and never again those scams...!!!
+Bill They intentionally don't want you to use your points, they make you pay more than just buying wholesale, they split Dream and Cash into separate sections and won't let you transfer without telling you, they made an expiration date and didn't tell people, etc. Do you need anymore examples?
Don't bother going to the government. Just use the capitalist system: everybody cancels their account and the company goes bankrupt
I feel sorry for the agents who took the calls. They are underpaid, stressed, strangled by rules and are the first in line to deal with pissed off customers. If you find yourself in a situation where they 'are sorry but can't help you', ask for supervisors and if the sups can't help, ask for their sups. Escalate until someone gives you what you want, hangs up on you or you get a lawyer.
I GET PAID minum wage to rob the bank. AND YOU FEEL SORRY FOR ME?
Fool!
that's good journalism. really liked the format and the execution was perfect however I wish there were more ambush interviews.
They gave up too easily with the lobbyists stepping out of the courtroom. He gave a complete non answer to a simple question, they should have asked again.
Superb job! That MPP seemed passionate and the CFO had a smirk on his face the whole time the gentleman was testifying.
And this is EXACTLY why I never bothered with air miles credit cards. Cash back all the way. My father was right when he said “Don’t chase after your own money!”
Haha, love that!
Some ambitious law firm ought get a hold of this and initiate a class action suit before Air Miles gets charged criminally.
Never have and never will use airmiles. This video makes me feel better for defending why I don’t have it over the past 13 years to everyone who asks “why don’t you have airmiles”
snowcat *air miles. Or were you making that quote in that Asian accent that you do in your videos?
my parents use their airmiles all the time for them it saves them alot of money when they go onto business travels
Didn’t expect to see you here!
they're called dream miles because, in people's dreams, they're worth something..
You mean like Baseball cards and old Comic books?
i've been binge watching marketplace for the entire day
mariel same
funny...lol... me to. I can't stop .
Well done Marketplace. I've had similar headaches with Air Miles in the past few weeks.
Warren Schalm did they say "I heard of those roblox or say roblocks"
+Raul Alanis What?
@@raulalanis2943 ROAD BLOCKS.
I assume I have been lucky with Air Miles so far.. Aeroplan was different....all points expired after being unable to use them based on their offerings.
I used to use Air Miles to redeem for grocery certificates... Then they made the change of splitting the miles into 'Cash' and 'Dream' categories without my knowledge. My points went to the 'Dream' category by default. I talked to Air Miles numerous times to transfer the Dream points back to my Cash category... but they would not budge. I stopped collecting ever since. Much better off with Aeroplan.
So far I have not had any issues with the Aeroplan points.
Same thing here Dream points are the best way for them to rip you of blank, Just burned my card and now I'm one of their publicity agancy on how not to adhere to their SCAM...!!!
same thing happened to me. I had no idea it was spilting either all my points went to dream too and its not even worth buying anything they have and the good stuff is overvalued by like 300%. im no longer gunna use my card, switching to Pc Optimum for that cash
Good Bye air miles. Cutting cards today!
My parents have used air miles my whole life, and my life whole I've been telling them it's clearly a scam. Why is this news to people?
It hasn't always been a scam. My father took our family on multiple trips for almost free due to plane and hotel points that were obtained on business trips, but they cracked down on the point usage years ago now :(
A isGood The cash back option you can choose actually isn't bad. You can get $10 back after every 3 or 4 hundred you spend.
A isGood F airmiles I will never used that
A isGood Its not a scam. If your going to buy something, you might as well try to collect some miles.
AirMiles is a SCAM... Just burned my card with over 3000 dream points, not worth the frustration and anger they generate, instead I make a BIG effort to discourage people to use that lousy scam, that loyalty program is really what it feels and smells like.... SH...T....!!!!!
Among other sneaky tactics as seen in this video, Air Miles split the points up to Cash and Dream to make it very difficult to redeem your points, getting what you want.
Air Miles is a big scam. They are crooks. The tactics should be criminal.
sound like a rip off
EXACTLY!! I AGREE WITH YOU ABSOLUTELY!
@@deadgaming20 EXACTLY FACT'S!
You... select the % of each you want. I'm 100% cashback because dream points are just pointless today, you're right, it's just scamming people who had been collecting dreams for years.
Is it weird that I'm a uk citizen and am watching this?
Nah. I'm a Texan. I watch this show all the time. Very good, honest journalism.
I'm from Slovenia, I watch it all the time too, its great
I'm from Philippines and I'm watching it too... XD
I'm from Mars & I'm watching it...Shhhh don't tell anyone 👽
same here im addicted to this lol
Thank you for exposing this, Marketplace!
I worked with a bank in the US as a customer service rep for credit cards. When people wanted to redeem their rewards, the most I would suggest is waiting longer after determining if they should due to expiration dates because they could earn more it they had more points. When it came to redeeming the points, all it took was 3 or 4 clicks and a disclosure and a check would be mailed in 8-10 business days or deposited into an account within 1 business day.
I can’t stop thanking you guys. You are doing incredible job for us as a citizens.
Verizon has done similar in the US and I feel like I’m back handed. I get 1 point every 2 bills I pay and they expire before I can receive 2 points at the same time. My bill is almost $150. What are my rewards now when I used to be able to order jewelry and magazines cheap? A random $5 gift card. That’s it.
THAT'S BS !!!YEP VERIZON IS JUST AS CROOKED JUST LIKE COUNTLESS OTHER CROOKED CORRUPT FULL OF GREED COMPANIES IN THE WORLD!
Cancelling Airmiles as I type this. On hold. *shocking*
I knew Air Miles was a scam 20 years ago.
the biggest criminals wear suits
Firefox 666 23 ....& hang out in the House of Parliament.
howcanshe They make money and are rich; you are poor. No need to be jealous.
Shameem Chowdhury: wb Jeffrey daugmer?
So... True
Bill how do you think they make money dumbass
This company has shown to you and has proven to you that they will not give you the value for your miles; so why continue to be a consumer of their business?
Do like I did, burn the card with my 3000+ points, I feel so much better now, let's make it that everyone else does the same thing so they disapear and choke from their greed...
they dont disapear tho. the company will get to to keep the money
I can understand with Mike's case. He would have to throw away 3/4 of a million dollars.
EXACTLY !!!!THAT'S WHAT I SAID !
@@pierresgarage2687 RIGHT EXACTLY !I TOTALLY AGREE WITH THAT!
THIS is some quality journalism. Thank you coming from sault ste marie, Ontario
It's August 2020, how about an update on Air Miles?
Would love to know what has changed.
Why are these videos so addictive to watch
CBC Markeplace is the most honest and straightforward reporting. I love how they work for people who have been duped and everyone in Canada. They share what companies are doing behind the big curtains!
15:14 even though they cut their cards, they can just call airmiles and issue another one and be sent to their home FREE of charge.
AIR MILES don't expire anymore.. they cancelled the expiry policy in 2016. As of 2017 nothing expires
Greedy consumers win again.
+Sam Harris Why would they be greedy?
How bad was the devaluation??
Airmiles in my country are expiring at the end of this month but a large retail webstore (comparable to Amazon) will be accepting all of them for a giftcard which is valid for another 3 years. Great for cashing the airmiles and stop collecting them afterwards.
Wait... they expire? *throws out the card* So long Airmiles. Not wasting my time on you anymore.
TheGreatSeraphim as of dec 2016, they cancelled the expiry policy, but they still suck.
They expireD.* This doc is all about this.
Love these shows ! BRAVO! Just as good or better than 60 minutes here in the United States of America.
I LITERALLY rather watch this than any other news casts! Thx CBC FOR A VERY INFORMATIVE CONTENT... AND I SUBSCRIBED! Looking forward to more!
LITERALLY, as opposed to figuratively?
I have one question why Canada government not closing this type of company who scam people or ban their website or Canada's government does not have the policy to ban this type of company or the government doesn't have the power to ban it.
Gaming World 786 The Canadian government are scammers themselves.
CGP Grey's rules for rulers: The government will benefit from businesses corrupting the world, and giving a share of their profits. So the government officials might not even want to lose their source of extra profit.
Michael Judd "working for you" I am doing it again. First it was Working on the first few Habitat for Humanity projects in Ontario, then working hard and succeeding in getting a much-needed medical device and procedure approved for ON then Canada..... to help young people with a hip issue, then safety in the marine industry, then Loyalty points and a unanimous vote at Queens Park and a new law, then blocking a massive builder overreach attempt at the OMB by a builder, and now I am running for City Council to represent Kingscourt-Rideau Heights in Kingston ON.
Thank you CBC!
If they cancelled the expiry in 2016 why was my mother charged 120 dollars to get back 1200 Airmiles last year in 2017?
They probably just did it in Canada.
Finally something I actually enjoyed...
Don't go with LG Tvs, I work at a recycle centre and the majority of tvs coming in is LG that are brand new.
I got one two years ago and when I opened the box, it didn't work but I got a full refund for the tv.
Mine broke after only five years of use... Tried fixing it but it only caught fire for some reason.
@@romanbukins6527 For some reason you made me LOL. Thanks.
I was told that my miles expired three weeks ago, but they said they will activate it for me by me donating 1000 miles, so I did and it looks like I got them back I had over 36000 miles. Now I will try to use it and once I have used them for something I will never more collect miles until they change their policy. Thank you, CBC
excellent reporting by market place. i am in Africa and i watch CBC.
Im not even a Canadian and ive watched about 100 of these Marketplace CBC videos, all great
Thank you Marketplace for your participation and all the collectors who took stand @ airmiles , I say this on behalf all the people who collect our airmiles who feel ripped off as customers and this loyalty program Thank you again .
The squeaky wheel gets the grease! Love it!!
Anyone who tells you "To be honest with you..." is NOT an honest person.
I have NEVER used any "points", "rewards" or any other incentive to buy from anywhere. I have always been better off just spending a tiny bit of time researching cheaper purchases and some more time buying larger purchases. And this program proves that my wisdom/instinct was correct from day-one. What a bunch of crooks.
I used RBC point with my credit card, the best one I had, so far I got a video camera, a iPad, luggage set, a nice fondu set with marble plate to cook and a raclet burner. Always easy and fast.
I find it strange they are fighting to stop them from expiring. It doesn't look like you can use them anyway.
I am soooo loving the episodes of marketplace. Im from Asia.
Wow... I work in a call center and that call would NOT pass QA (understatement of the day)
Airmiles are trying this exact thing in the Netherlands now. 5 year expiry starting November 1st, any Airmiles collected before 2013 will be removed.
I mean no offense, but I would never engage in such a business as I would always expect this level of service from a rewards program. At the end of the day, rewards have no value attached to them and from a business point of view, allowing people to cash all their miles out would most likely bankrupt the company.
Not really, when you swipe your card merchant pays a fee, they take money out of that fee and give it to us for rewards
+ they r betting on the fact that youll go in debt and then pay them APR
Despicable company.
what? Marketplace didn't put my angry tweet on air? It only contained a few f-bombs. lol 😉
Why didn’t any of them ask to speak to the supervisor?
Sue them.
Market Place of all hosts presented all episodes or videos are made on high excellence upon delivering every topic in away that contributed to provide food for thought, entertaining ideas that gets into Canadian communitey even outside the country it reaches to make one individuality gets an edge on watiching . More Power!
I LOVE YOU CANADA........... COMPETING TO USA , UK , AUSTRALIA, NEW ZEALAND. SCOTLAND
Now THIS is great journalism.
here In Mexico (or maybe just In my state i dunno) we have a reward program called Moneyback but it is only partnered with a few stores (Best Buy, Interjet {mexican airline}, 7 eleven, and others
Aeroplan is more or less the same. Login requires refreshing the page and links require opening in a new tab in order to access and navigate the website. Good reporting CBC.
meh, I actually get way better service with aeroplan. I mean, their selection of products isn't great, but it's pretty easy to find a flight without as much in fees as airmiles
Still, it is deliberate obstruction and anti consumerism practice that should be discouraged.
So bad these guys had to take legal action and introduce a bill.
Also, if you use your points to book a classic flight and use more points to book the same flight via market fare option, you may pay more points but end up pay much less fee & tax. At the same time, getting a flight via market fare option will give you more options with better schedules and more direct flight.
I doubt Aeroplan is anywhere better.
I worked in the hotel industry....it is the same thing. The reward prices that you think are a discount.....are not. They tend to be higher then going up to the front desk and asking the prices. Also they shove rewards programs down our throats (Front desk agents) and sometimes if the agents get you email and address they can just sign you up without asking......Also those suite prices...are negotiable. You know that room that is worth 3k yeah I have seen it go for 850......sometimes less if we are sold out.
I knew these "rewards points" that they were scam. easy really easy. nowadays people should not trust any big business they don't care about you, just your wallet.
I don't even live in Canada but I love CBC :)
No, thank you! I don't like credit cards rewards!
3 years back my card expired, and i got an Air miles card. It had Platinum, premium and all sorts of things written on it. Now that is expired and i have a normal looking card back. It has nothing special written on it. But they gave me my personal contact person, he picks up my phone even on major holidays, so that's great. I was not taken advantage of what so ever though.
In UK about ten years ago I wasn’t informed about my air miles shutdown as it just stopped never informed me as I was collecting it from my Tesco store and and I had about 38’000 air miles on my card but Tesco said they stopped dealing with air miles now so I couldn’t collect them from my store any more as I had been collecting for the past twenty five years until then and it was took offline in the UK.
I'm Canadian. THANK GOD FOR SOUTHWEST AIRLINES!!!
I'm thinking which outsource company is this from?
i have invested over 4 million dollar in 2017 alone and have not been able to reach them since im gonna take legal action would u be up to fund
17:06 "To Obtain the points I have over the years, I've done in excess of 70,000, Well.. That's three quarters of a million dollars"
Math bruh.
If you take it to court and loose then follow the money to the judges pocket.
I worked there 2008-2010. So many unethical and questionable practices. This was back when people had to call us to book flight/hotel/car and the system was soooo slow that many times people who give up before redeeming, because who can spend 30-40 minutes on the phone with us to book, especially after they've been on hold for an hour! Plus we had a quota (although they were very careful to never use that word... I forget the made-up term that was used) but we had to generate a certain about of revenue per hour, or we were fired, so if you ever got an strong/desperate pitch to buy insurance, that's why! Oh and they still charge the $20 "booking fee" for customers to book their own ticket online!
Okay the host of this episode of Marketplace is a fierce Queen I love her
When she started cutting her card on camera, my jaw just dropped. Not sure why, guess I just wasn't expecting it! I applauded her too!
Seriously thought she had scissors around her or maybe she was carrying them in her bag? Cmon.. have some critical thinking.. as much as i enjoyed the show, the card cutting part may be scripted no?
My co worker used to work at loyalty one. The dev company that develop the system for air miles. He said they were about to purge all the points.
Can you please have an American version of Market Place?
What's the name of the Christmas song at 17:38?
"What Child is This?"
Great report!
I used mine for merchandise. For a PS4 pro bundle not long ago, also ordered a few cameras and things like admission to the local zoo. While the point prices are kind of pricey, never had a problem with receiving my order. They need to do something about the pricing though.
I lost quite a lot of Air Miles. From travels to Australia and moves, groceries. 1981 to present 2017.
We have to refuse to shop with any stores and services that accept air miles.
Most redemption programs/ good deal programs are meant to make more money for the brand and not save for the customer. Gift receipt vouchers are often forgotten/lost/expired, points/miles/ unredeemed, but the upfront "shop with us more and earn more rewards" ultimatedly gets you hooked and shopping more at that store/restaurant. Only the most diligent people ever benefit and even they have to jump a lot of hurdles and barely make it ahead.
The cfo smiling while people told their personally upsetting stories is a big ol red flag
Loyalty is long term, how can it expire?
Be loyal to your family and friends. NEVER TO A COMPANY OR CORPORATION!!!
I'm not even from Canada but I enjoy this
update?
cancelling mine.........now.
never used a point system, this is what I expect after all, only the automatic nintendo one I "use" which gives you some cents down for every purchase, not really worth mentioning though, since it is like 1 cent for 10€
Can someone help me, I have a project. What is one event, person or legislation that brought about significant change after 1945? So, for example not the First or Second World War.
Does the Dutch version of Air Miles have the same problem?
9:40 That makes sense, in light of what's going on with them.
how did these people win. they cut up their card. I have 965 air dream miles and need a hotel room for one day and I can't even get that! how do you redeem the air miles for stuff you want/need.
I watched the marketplace about real estate why did you close the comment area for it?
That was awesome for all...except for those of us that panicked and spent our money before losing points
So I have to sign people up to airmiles for my job and it's frustrating seeing so many people have issues with this program and still have to convince people it's a good idea. So disappointing
Cash rewards only here. If the reward program does not have a cashout or gift card option, or the points expire, don't even bother. Points have always seemed like a scam to me.
Just use 10 bucks off for every 90 miles at sobeys
or any of their retailers. That's the only thing keeping me in, but what I am I supposed to do with the few "dream" miles I have left (non-transferrable).
Paul Branscombe no idea man
Do like I did, burn the card with my 3000+ points, I feel so much better now, let's make it that everyone else does the same thing so they disapear and choke from their greed...
i wish i could but i wasnt aware of the airmiles spilt so my points went to dream miles. i dont have enuff for anything good and i cant give them away. i dont want the company to get to keep the money that they have in the trust for me to spend via miles point, cuz if i dotnt use them they keep the value. i have 695 im gunna switch to PC Optimum completely cut my loses with AM. i already have almost 20,000 with pc optimum maybe since esso gas is a partner and no frills grocery store, ill enjoy it better than my experience with AM
Marketplace, can you please work on getting the Dream miles transferred over to the cash side if the customer wants. I have had 427 Dream miles for many years. I am NEVER going to buy from Air Miles online, even if 427 miles could buy anything, which it can't because it is too small. RIPOFF.
I cut up my Air Miles card in 2005. As soon as service, website & miles changed the first time. Screw them.
giving 16 cents per mile ends up costing up more than the TV lol