Aeroplan Booking Fee Charged Twice

Old Feb 4, 14, 8:48 am
  #1  
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Join Date: Jan 2009
Location: YOW
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Aeroplan Booking Fee Charged Twice

I noticed on my credit card that Aeroplan has charged me twice for the booking fee (135.60 as there are 4 travelers).

Ok- no problem- I called Aeroplan and was told the NEW process was to send an email to an Aeroplan email address and they will take care of it.

So I send the email and get a automated response that says:

Please note it may take up to six weeks for the mileage credit to appear in your account as some partner airlines require this amount of time to validate your request. All other email requests will be handled within 60 business days.

60 Days!

I would have thought they could have dealt with this on the phone as it is their error.

Anyone else have this situation lately?
Plumber is offline  
Old Feb 4, 14, 8:52 am
  #2  
 
Join Date: Feb 2013
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Dispute it with your credit card. 60 days is unacceptable and most credit card T&Cs require you inform them of duplicate charges within 30 days of your statement date.
YOWler is offline  
Old Feb 4, 14, 8:54 am
  #3  
 
Join Date: Sep 2012
Location: YYZ (YUL/LHR)
Programs: AC - E50, CX - G, Accor Plat, SPG Gold
Posts: 899
Originally Posted by Plumber View Post
I noticed on my credit card that Aeroplan has charged me twice for the booking fee (135.60 as there are 4 travelers).

Ok- no problem- I called Aeroplan and was told the NEW process was to send an email to an Aeroplan email address and they will take care of it.

So I send the email and get a automated response that says:

Please note it may take up to six weeks for the mileage credit to appear in your account as some partner airlines require this amount of time to validate your request. All other email requests will be handled within 60 business days.

60 Days!

I would have thought they could have dealt with this on the phone as it is their error.

Anyone else have this situation lately?
Completely unacceptable, if you have AC or AP status and get through right away, call back and if not completed while on the phone speak to a supervisor, and state that if they are unwilling to resolve there and then that you will call your credit card company to investigate. If you have to wait an hour to speak to AP then scratch the above and just directly call your card issuer.
markandrew is offline  
Old Feb 4, 14, 9:11 am
  #4  
 
Join Date: Aug 2008
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Originally Posted by Plumber View Post
I noticed on my credit card that Aeroplan has charged me twice for the booking fee (135.60 as there are 4 travelers).

Ok- no problem- I called Aeroplan and was told the NEW process was to send an email to an Aeroplan email address and they will take care of it.

So I send the email and get a automated response that says:

Please note it may take up to six weeks for the mileage credit to appear in your account as some partner airlines require this amount of time to validate your request. All other email requests will be handled within 60 business days.

60 Days!
Not 60 days, 60 business days! So 84 days plus...

So pathetic that with e-mail and the ability to respond quickly that Aeroplan feels they need almost 3 months to solve a simple issue.
mapleg is offline  
Old Feb 4, 14, 5:44 pm
  #5  
 
Join Date: Jan 2014
Programs: Aeroplan
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This happened to me a couple of years ago. I called Aeroplan and was given the name and fax number of the ONLY??? person who could refund the double charge to my credit card. So I sent the fax - twice. I even called to confirm that it had been received - it had. At that time I was hesitant to involve Amex because I hoped that Aeroplan would fix the error. Finally a supervisor got involved and he tried to contact said ONLY person and that person did not reply to him either. He suggested that I open a file with Amex and that he would continue to try for the refund on his end - he was ticked off that the fellow wouldn't reply to him either. Amex won the race and the refund was credited.
Murphy123 is offline  
Old Feb 4, 14, 6:56 pm
  #6  
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Thanks for the advice.

I had not thought of disputing the credit card charge with Amex, but that is probably the route I will go.
Plumber is offline  

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