This is absolutely dreadful. It's ironic that they call it a loyalty program when their systems fail. You can't spend your miles because their travel shop is 'temporarily down,' and this has been ongoing for months. Staff only say 'sorry' as a scripted response, and they email unknown individuals who never follow up. Management appears to avoid accountability, and banks disassociate from the problem despite collecting air miles. It feels like our earned miles are being stolen, and I am considering filing a police report.
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