COVID-19: Important updates from AIR MILES

The health and well-being of our Collectors and Partners is a top priority. As we navigate through this uncertain time, we want to provide you with the latest information on how to get in touch with us, changes to our travel policies and Partner store operations. We hope these FAQs answer questions you may have.

As we work to support our Partners’ efforts during this challenging time, I’d also like to extend our support and sincere gratitude to all frontline workers. On behalf of all of us: Thank you and be safe.

Blair Cameron
President, AIR MILES Reward Program

FAQs

See General FAQs

See Travel FAQs

See Leisure & Entertainment FAQs

Partner updates

See COVID-19 updates from Partners.

See Partner updates

Program help

Access self-service tools to manage your Collector Account and get other Program info.

See self-service tools

Need to talk to us?

Due to the significant increase in the volume of Collector calls into our Care Centre, we kindly ask that that if you have an inquiry that’s not regarding an immediate change in travel plans to refer to the self-service options and FAQs available at our Help page..

Contact us

How to use your AIR MILES Card with zero contact

In-store

Tell cashiers your Collector Number or, at select stores, hold up your Card for cashiers to scan or use the AIR MILES App. For Partners who have curbside pick-up, give your Collector Number over the phone with your order.

Online

Shop online and get Miles on essentials such as personal care products, home office supplies and more at Staples, Hudson’s Bay, Well.ca, Indigo and 200+ stores through airmilesshops.ca.

GENERAL FAQs

Donating Miles:

AIR MILES recently announced their commitment to support two leading Canadian charities, Kids Help Phone and Food Banks Canada, by providing a channel for its 11 million Collectors to use their Miles to help enact positive change. Collectors can donate 500 Dream Miles to Kids Help Phone or Food Banks Canada and AIR MILES will contribute $50 on behalf of the Collector and match the first $500,000 raised, providing up to $1 million in critical support.The new program gives AIR MILES’ over 11 million Collectors the opportunity to support Canadians on a national and local scale through a meaningful contribution to both organizations during this challenging time.

Donations can be made at www.airmiles.ca/donate.

For every 500 Dream Miles donated, $50 will be donated to your selected charity. Tax receipts will be issued for each donation within 90 days.

To keep things simple, we’ve set a single amount of 500 Dream Miles as the donation amount. With each donation, $50 will be donated to your selected charity and a tax receipt will be issued for each contribution within 90 days.

We’re glad you’re interested in our virtual friend, and we miss our chatbot too! Myles will be unavailable as we work to implement extensive new updates that will ensure it comes back more helpful than ever.

Travel FAQs

Please visit the Canadian Government’s website to register your travel abroad and reach out to your scheduled airline to see if arrangements can be made to get you home.

We are open Monday to Saturday. Please see below for information on after-hours support by travel category.

Flight Care Centre Hours:

  • Monday – Friday: 8 a.m. – 7 p.m. Local Time
  • Saturday: 9 a.m. – 6 p.m. ET
  • Sunday: Please contact airline directly

Car Care Centre Hours:

  • Monday – Friday: 8 a.m. – 7 p.m. Local Time
  • Saturday: 9 a.m. – 6 p.m. ET
  • Sunday: Please contact car provider directly

Hotel Care Centre Hours:

  • Monday – Friday: 7:30 a.m. – 9 p.m. ET
  • Saturday: 9 a.m. – 6 p.m. ET
  • Sunday: please refer to the emergency phone number on your hotel confirmation for after-hours support

Vacation Packages and Cruise Care Centre Hours:

Depending on the type of travel booked, Collectors may make changes to upcoming itineraries. Please refer to specific FAQs below for Flight, Hotel, Car, Vacation Packages, and Cruise.

Effective March 12, 2020, and for travel happening before December 31, 2020, all AIR MILES change fees will be waived. This one-time waiver will apply to changes on existing bookings made through AIR MILES. Please note that cancellations are facilitated by AIR MILES in accordance with the policies put in place by individual Travel Partners and Providers.

We will continue to monitor the situation and provide updates as they become available.

Following the World Health Organization declaring COVID-19 (coronavirus) a pandemic, and effective March 12, 2020, all AIR MILES change fees will be waived for travel happening before December 31, 2020. This one-time waiver will apply to changes on existing bookings made through AIR MILES.

Changes made to travel itineraries prior to March 12, 2020 are subject to the standard rebooking or cancellation fees.

As of March 24, 2020, existing policies can remain unchanged until the new travel dates have been booked. You will have up to 24 months to make these adjustments.

If the policy was issued prior to March 5, 2020, any change can be made to the policy to align with the new dates of the travel booking once it has been established. However, if an increase to the total amount insured is required, then this change must be made once the High-Level Government Travel Advisory is no longer in effect for your itinerary.

If the policy was issued after March 5, 2020 any change can be made to the policy to align with the new dates of the travel booking and COVID-19 will remain as a known event. ‘Cancel For Any Reason’ benefits will remain available (if applicable) for any policy adjustments made.

If your trip has been cancelled and you have received a full refund, you are eligible to receive a refund of the policy paid. You can contact us at any time within the next 12 months process your refund.

Please note: Having a future travel credit or waiving/refusing to accept a future travel credit from your travel provider will result in any corresponding claims submitted for Trip Cancellation to be void and will not be approved by Manulife.

New AIR MILES bookings made on or after September 17, 2020 for Air Canada and on or after September 18, 2020 for WestJet may be covered under Air Canada’s and WestJet’s COVID-19 complimentary travel insurance. Full coverage details, inclusions and exclusions can be found here:

Air Canada: https://www.aircanada.com/ca/en/aco/home/book/travel-news-and-updates/2020/covid-19-insurance.html?icid=INT:INTR:covid-19-insurance:spOffer:092520::tobanneracdotcom|caen

WestJet: https://www.westjet.com/en-ca/book-trip/vacation/covid-insurance

For any questions or claims regarding these policies, please contact the insurance provider directly. Contact information can be found using the links above

General Air Travel FAQs

Effective Monday, April 20, 2020, Transport Canada requires that all travellers have a face covering or non-medical mask over their mouth and nose before and during flights.

Specifically, travellers will be required to cover their mouth and nose:

  • at Canadian airport screening checkpoints;
  • while boarding their flight;
  • at all times during the flight; and
  • when instructed to by an airline employee, public health official or public health order.

All travellers must be in possession of their own face mask or non-medical mask. Failure to have one could result in a denial of boarding.

See the Public Health Agency of Canada’s guidance on face coverings.

Please contact airline with whom your flight was originally booked.

The AIR MILES Reward Program is a travel agency that works with upwards of 25 airlines. All AIR MILES change fees will be waived for all travel bookings with travel dates between March 13, 2020 and December 31, 2020. This one-time waiver applies to changes on existing bookings made through AIR MILES. However, cancellations are facilitated by AIR MILES in accordance with the policies put in place by individual Travel Partners and Providers. For any COVID-19-impacted bookings, we are working directly with the travel provider to process the cancellation in accordance with their policies, which could include a full refund, a travel credit with the airline including specific rules, or other options.

If the airline ticket that was booked is a non-refundable flight that has been suspended or cancelled by the airline, you will receive the value of your trip in the form of a travel credit.

If the flight booked is refundable (with or without penalties), we will work with the provider to refund the value of your flight.

For airline-specific information, please see the FAQ sections below.

AIR CANADA Updates:

International/Transborder Flights: At this time there is no action to take. Any tickets for international or transborder flights that fall within that time range will automatically switch to an open/unused status and you’ll receive a credit that can be used towards future travel with Air Canada.

The Air Canada credit will be valid for travel within 24 months of your flight cancellation date.

Once Air Canada flights resume, you’ll need to contact AIR MILES to apply your credit towards your new flight.

Domestic Flights: If your newly scheduled flight is not acceptable, please contact an AIR MILES Reservation Change Specialist at 1-888-247-6453 to review your options.

If you have an Air Canada flight booked but do not wish to take it, please contact an AIR MILES Reservation Change Specialist at 1-888-247-6453 to review your options.

The Air Canada credit will be valid for travel within 24 months of your flight cancellation date. To apply your travel credit towards your new flight, see the rebooking section below.

If the Air Canada ticket that was booked is a non-refundable flight that has been suspended or cancelled, you will receive the value of your trip in the form of a travel credit with Air Canada in accordance with Air Canada’s policy for suspended and cancelled flights.

The Air Canada credit will be valid for travel within 24 months of your flight cancellation date.

If the Air Canada flight booked is refundable (with or without penalties), we will work with the provider to refund the value of your flight.

If your Air Canada flight is booked to or from one of the following cities where Air Canada has suspended service, an AIR MILES Specialist will contact you to discuss your options:

  • Baie-Comeau
  • Bathurst
  • Gaspé
  • Kingston
  • Mont-Joli
  • North Bay
  • Val-d’Or
  • Wabush
  • Îles-de-la-Madeleine

WestJet Updates:

If the WestJet ticket that was booked included a wholly Canadian domestic, Caribbean/Mexico, European Union, United Kingdom or United States flight segment(s) that were cancelled by WestJet due to their temporary schedule change and originally scheduled to depart between March 1, 2020 and December 4, 2020, you may be eligible for a refund. Your ticket must have been cancelled by WestJet because of COVID-19. Voluntarily cancelled, changed or no-show tickets are not eligible for a refund.

No action is required at this time. AIR MILES will contact all affected Collectors by email in order of original departure date.

Collectors will have a choice to opt for a full refund of Reward Miles and taxes or keep the 24-month future travel credit with WestJet.

Collectors choosing the refund option will have their Miles refunded to the Collector Account from where the flight redemption was made. Taxes and fees will be refunded to the original form of payment. Refunds will be processed in order of original departure date.

While we aim to provide refunds as soon as possible, due to the volume of flights affected, refunds by WestJet may take months to clear the backlog. We appreciate your patience as our teams work with the airline to process.

If the WestJet flight booked is refundable (with or without penalties on PremiumFlex or BusinessFlex), please contact an AIR MILES Reservation Change Specialist at 1-888-247-6453 and we will work with the provider to refund the value of your flight.

For flights not eligible for refund, WestJet is continuing to offer a future travel credit valid for 24 months from the originally scheduled departure date; travel must be booked by this date.

Schedule changes: If your rescheduled flight is not acceptable, please contact an AIR MILES Reservation Change Specialist at 1-888-247-6453 to review your options.

If you have a WestJet flight booked but do not wish to take it, please contact an AIR MILES Reservation Change Specialist at 1-888-247-6453 to review your options.

The WestJet credit is valid for 24 months from the originally scheduled departure date; travel must be booked by this date.

To apply your travel credit towards your new flight, see the rebooking section below.

Porter airlines:

Porter Airlines has suspended all flights between March 21 and February 10, 2021.

If you purchased your flight before March 20, 2020, for departure by February 10, 2021, you are eligible for a travel credit for future use. This travel credit is valid for travel with Porter Airlines (plus applicable fare differences). For Porter credits that were/are due to expire between April 1, 2020 and December 31, 2020, there is an automatic, one-time extension of validity for an additional 12 months (these credits are now valid for 24 months from the original date of issue). Bookings with an issue date that expires after December 31, 2020 have the standard 12-month validity, until further notice.

Please refer to the Porter Airlines Travel Alerts and Advisories page for up-to-date information.

All other airlines:

Please contact an AIR MILES Reservation Change Specialist at 1-888-247-6453 to review your options.

Rebooking flights:

When you are ready to rebook your flight, you’ll need to contact an AIR MILES Reservation Change Specialist at 1-888-247-6453 to apply your credit towards your new flight.

AIR MILES will not charge any additional booking fees to rebook your flight. Our AIR MILES Reservation Change Specialist will make every attempt to find the same fare when you are ready to rebook your flight to avoid any additional charges. However, since travel may be as much as 24 months or more in the future, additional charges may apply. Additional charges may also apply if routing or seasonality is changing.

Changes to original routing or changes to the name on the ticket may be permitted depending on the airline policies and may incur additional fees (subject to the fare rules and availability). Please contact an AIR MILES Reservation Change Specialist at 1-888-247-6453 to review your options.

Car, hotel, vacation packages & cruise:

Car bookings

Please contact the AIR MILES Reservation Change Specialists at 1-888-247-6453. Please note that cancellations are in accordance with the policies put in place by individual Travel Partners and Providers.

Hotel bookings

To make changes or cancel a booking for a confirmation number containing only digits (e.g., 12345678), please log in to https://travelhub.airmiles.ca and go to My Bookings. For any other bookings, please contact AIR MILES Reservation Change Specialists at 1-888-247-6453. Please note that cancellations are in accordance with the policies put in place by individual Travel Partners and Providers.

Vacation Packages and Cruise Bookings

Please click here for Tour Operator and Cruise Policies. If you would like to speak to a Change Specialist, please call 1-866-973-3824. Please note that cancellations are in accordance with the policies put in place by individual Travel Partners and Providers.

Effective March 12, 2020, and for travel happening before December 31, 2020, all AIR MILES change fees will be waived. This one-time waiver will apply to changes on existing bookings made through AIR MILES. Please note that changes and cancellations are facilitated by AIR MILES in accordance with the policies put in place by individual Travel Partners and Providers. We will continue to monitor the situation and provide updates as they become available.

We are open Monday to Saturday. Please see below for information on after-hours support by travel category.

Car Care Centre Hours:

  • Monday – Friday: 8 a.m. – 7 p.m. Local Time
  • Saturday: 9 a.m. – 6 p.m. ET
  • Sunday: Please contact car provider directly

Hotel Care Centre Hours:

  • Monday – Friday: 7:30 a.m. – 9 p.m. ET
  • Saturday: 9 a.m. – 6 p.m. ET
  • Sunday: please refer to the emergency phone number on your hotel confirmation for after-hours support

Vacation Packages and Cruise Care Centre Hours:

Leisure and Entertainment FAQs

Send your eligible certificates and tickets via trackable mail to AIR MILES® Reward Program

Attention: Mary Smith
351 King Street East, Suite 200 Toronto, ON M5A 0L6

Tickets and certificates must be accompanied by a written request that includes your AIR MILES Collector Number and be returned in good selling condition via trackable mail for your protection. We anticipate refunding Miles within 30 business days of our office re-opening, pending validation of certificates/tickets received.

Activities (including Theme Parks):

Universal Studios Hollywood: Current Universal Hollywood tickets are valid until March 31, 2021.

Universal Orlando Resort: Guests with unused 3-day/1-park-per-day promotional tickets impacted by park closure – and with expiry dates on or before May 22, 2020 – will have their tickets’ expiry dates automatically extended through to Dec 18, 2020.

Disneyland California: If you currently have a Canadian-resident ticket and have not used it, the expiration date will be extended through to December 16, 2021, and the ticket will expire 13 days after first use or on December 16, 2021, whichever occurs first. Guests who made their first visit between February 28 and March 13, 2020, but who did not reach their ticket’s maximum number of uses, will have their ticket’s 13-day expiration period extended to December 16, 2021.

Walt Disney World Florida: Guests with partially used, multi-day theme park tickets impacted by park closure, or those with date-specific theme park tickets purchased for use through to June 6, 2020 –and with a valid use period beginning March 12, 2020 or later – will have their tickets’ expiry dates automatically extended through to September 26, 2021.

If you have a ticket but are unable to visit by September 26, 2021, you may apply the value of a wholly unused ticket towards the purchase of a ticket for use at a future date.

Guests can make changes to ticket dates on MyDisneyExperience.com or via the My Disney Experience app.

Certificates for both the Toronto Zoo and the Calgary Zoo that are set to expire between March 16 – July 31, 2020 will be accepted up to 4 months past the expiration date.

Ripley’s Aquarium certificates set to expire after March 16, 2020 have been extended until December 31, 2020.

CN Tower certificates set to expire after March 16, 2020 have been extended until October 31, 2020.

Certificates for Ste. Anne’s Spa, Spa Excellence, or Elmwood Spa that are set to expire after March 16, 2020 will be accepted up to 6 months past the expiration date.

Certificates for West Edmonton Mall set to expire after March 16, 2020 will be accepted up to 6 months past the expiration date.

Hold on to your certificates. Blue Mountain, Lake Louise, Sun Peaks, Les Sommets, Fernie, Kimberley Resort, Kicking Horse, Nakiska, Mont Ste Anne, Stoneham, Wentworth Ski and Big White Ski Resort will honour 2019/2020 certificates during the 2020/2021 season.

Theatre and Live Events:

Hold on to your tickets. Broadway Across Canada will contact Collectors via email with more information regarding therescheduling of these events.

This show on May 21, 2020 has been canceled. Collectors will have their miles returned to their accounts in due course.

If your tickets were impacted by Live Nation’s March 12, 2020 decision to postpone all upcoming shows until December 31, 2020 – as a result of the global COVID-19 (coronavirus) pandemic – hold on to them. They will be valid towards the rescheduled show, and you will be contacted with more details after the make-up date has been announced.

We will continue to closely monitor any announcements regarding future tour date cancellations and reschedulings and update you as information becomes available. Please check this space for further updates.

Sporting Events:

Hold on to your tickets, as the league has suspended play for 30 days. For any booked games that have been affected, you will be contacted by the league to switch to a new date once play resumes.

Collectors will have their AIR MILES Reward Miles returned to their accounts within 2 to 3 business days.

Monster Spectacular, which was supposed to be held at the Olympic Stadium on April 4, 2020, has been postponed to Saturday, November 14, 2020.

Please hold on to your ticket as they will be honoured for the new event date.