Here is a copy of a letter I sent to Aeroplan earlier this week.
President & Chief Executive Officer
Dear Mr. Duchesne, I have been a loyal Aeroplan miles collector since 1996. To date I have collected over 57000 airmiles in the hope of one day taking my family to Disneyworld. I figured I would wait until I had enough aeroplan miles and then surprise my wife and two children with the trip as a gift. Last week I went to check to see if I had enough aeroplan miles and was informed that they had all been revoked.
Since I had not received any hard copy letters from Aeroplan, I had not heard of any new policy changes from your company. Yes I did get several emails from Aeroplan over the past year but since they were generic form letters and junk mail, they ended up in my junk mail folder and so I didn't get them (by the way, I get over 1500 junk mail letters every month and cannot read them). In fact, looking over my junk mail now, I can see that I was notified that my miles were to expire in October of 2007. If I had been made aware of your policy changes, I would have most certainly kept my account active. Without any hard copy letters sent to me, I never did get notification of my impending losses. In fact, I had lost about 22000 of the 57000 aeroplan miles one year earlier and wasn't even notified about that. That's a bit bit of an oversight, wouldn't you agree?
I feel that all twelve years of my savings have been taken away from me because of some internal Aeroplan policy change of which I wasn't made aware of. It's as if the bank which holds my savings came up with a similar policy that untouched accounts over one year would revert the savings away from the client back to the bank. It's absurd, I know, but it's similar to you taking my aeroplan miles away from me. I understand that you have had hundreds of complaints about this, and would add that my discussions with one of your client representatives (Valaria in Vancouver @ 1-866-812-6436) was not very helpful. Unfortunately Valaria would only give me her first name.
I understand that your company had changed the contract under which aeroplan miles were to be administered but unfortunately, your form letters did not get through. If I may, I would like to suggest that any significant policy changes that impact your clients in such a dramatic way should at least warrant a hard copy letter to all participants. I am writing this email in the hope of getting all my aeroplan miles reinstated with no costs to me, now that I am aware of your new rules. If there was more care in contacting me regarding my impending losses, I would assume the loss myself, but since, as I have already stated, your form letters simply aren't personal enough to be considered anything more than just junk mail.