Dear Air Miles Customer Service, I am writing to formally express my dissatisfaction with the recent experience I had while attempting to reset my Air Miles account password. As a long-time collector and loyal customer, I expected that your telephone support team would be able to provide assistance with such a basic issue. Unfortunately, this was not the case.On 2025-09-23, I contacted Air Miles telephone support after being unable to reset my password online. The automated system redirected me to an agent, but I was informed that password resets could not be completed over the phone and that I must rely exclusively on the online process. While I understand the need for security, it is highly unreasonable that telephone support cannot assist with a fundamental account access issue.The online system was not working as intended—I did not receive the reset email despite multiple attempts, and this left me locked out of my account. Without access, I was unable to check my balance, redeem miles, or take advantage of promotional offers. This created a frustrating and disappointing experience, especially since I rely on Air Miles as part of my travel and shopping activities.Customer support is meant to provide solutions, not roadblocks. If your representatives are unable to reset passwords directly, they should at least have alternative methods or escalation procedures to ensure that customers can regain access to their accounts in a timely manner.I kindly request that Air Miles review this policy and provide telephone agents with the ability, or at least a secure process, to help members reset their passwords. I would appreciate a prompt response and resolution to ensure that other members do not face the same unnecessary inconvenience.
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