Aeroplan Privacy Policy

Aeroplan Member Privacy Statement

Aeroplan or the Aeroplan program is a coalition loyalty marketing program owned and operated by Aeroplan Inc. The Aeroplan program allows members to earn points through the purchase of products and services from Aeroplan's network of partners and redeem Aeroplan points for a variety of rewards. A key element of the Aeroplan program is our data analytics and marketing capability to maximize our members' ability to earn and redeem points. Aeroplan is especially sensitive to the importance of the personal information that our members entrust us with. To maintain our members' trust and loyalty, we are committed to respecting their privacy and protecting their personal information.

Aeroplan Member Privacy Policy

The purpose of this Privacy Policy (hereinafter referred to as "Policy") is to inform you of the measures we take to protect your personal information and the ways in which we collect, use, disclose and retain member information in order to operate the Aeroplan program. Our Policy is designed to meet or exceed the requirements of Canada's privacy laws and we are constantly reviewing our practices and procedures and taking into account feedback from our members.

When you become an Aeroplan Member, or any time you interact or do business with Aeroplan, you agree to the terms of this Policy as updated from time to time. We encourage you to periodically review our Policy. Amendments will be posted on our website and we will take reasonable steps to communicate any material changes.

We ask you to review our Policy below, which is in a "Question and Answer" format, to provide information typically sought by members.

To whom does this Policy apply?

Our Policy applies to all of our members or individuals authorized by a member.

What information is covered?

Our Policy applies to personal information that Aeroplan collects, uses and discloses in order to operate the Aeroplan program. Personal information is any information that can identify an individual or information about an identifiable individual, such as a member's home address, telephone number, or a member's transaction activity in the Aeroplan program.

This Policy does not apply to aggregate information, which is summarized statistical information about groups of members, and which does not include name, contact information, or any other information that would allow any particular individual to be identified.

What personal information do we collect?

Aeroplan collects identity and contact information, as well as information on your usage of the program, and your interactions with us through our contact centre, website, mobile site, mobile application and emails, in order to manage the Aeroplan program and allow for points accumulation and redemption. The following are examples of personal information that we collect:

  • When a member enrolls in the Aeroplan program, we collect identifying information, such as the member's name, address, telephone number, and email address.
  • To process payments, a member may provide us with their credit card number and expiry date.
  • When a member requests air travel rewards, we may be required to collect information such as the member's date of birth, nationality, passport or travel document number, as they may be required by government authorities and air travel regulations.
  • When a member uses or views our website, mobile site and app or emails, we may collect information such as the webpages viewed, frequency of visits, time spent on the site, and location information (e.g. to enable the "partner locator" feature on our mobile app). For more details, please see Aeroplan's General Terms and Conditions.
  • When a member makes purchases that allow for the accumulation of Aeroplan points, the partner transmits information to Aeroplan, such as:
    • the Aeroplan number,
    • a description of the transaction for which points were earned (which may include product category information or location information), and
    • the number of points earned.
  • In some instances, we may receive a more detailed description of transactions for which points were earned from a partner such as:
    • transactions with Air Canada’s affiliated carriers and Star Alliance carriers, which may include date, origin and destination of flight, flight number, booking class and class of service, and booking source; and
    • transactions made with co-branded financial card products, which may include the merchant's name, location, date and amount of purchase, as set out further in cardholder documents.
  • When a member fills out a survey conducted by Aeroplan or its agents regarding their preferences, needs or interests, they provide personal information.

How do we collect your personal information?

Much of the personal information we collect comes from you, such as when you enroll in the Aeroplan program (whether through Aeroplan directly or through a partner, including a co-branded financial card application), or manage your account (such as claiming rewards). This includes your interactions with the Aeroplan program through our contact centre, website, mobile site and mobile application. We may also collect personal information through Aeroplan's social media pages and contests and from our partners when you transact with them and accumulate points.

We rely on you to ensure that your profile and contact information is accurate. We do not update the personal information we receive about you from other sources, unless this is necessary to achieve the purposes for which this information was collected. On occasion, we may acquire additional data from trusted third parties who have the necessary consent to provide such information, in order to help us better administer our program and understand your interests and preferences.

How do we use your personal information?

We use your personal information to administer the Aeroplan program and enhance your experience, including sending you more relevant offers about accumulation and redemption opportunities, benefits, products, and services under the program. In doing so, we may collect, use and disclose your personal information for a number of purposes, including:

  • To contact and communicate with you, such as to verify your identity or to advise you of changes to the program. Where we have a valid email address for you, we will generally communicate with you by email.
  • To address customer service matters, including redemption travel bookings and questions you may have about your account.
  • To manage the Aeroplan program, including updating the Aeroplan points that you accumulated with partners or that you redeemed, and processing reward requests.
  • To better understand your preferences, needs, interests and usage in order to develop, enhance, and provide products and services that best meet your expectations, and to measure the success of various program features and promotions.
  • To communicate offers about accumulation and redemption opportunities, benefits, products and services provided by Aeroplan, and/or our partners that are most likely to be of interest to certain segments of our membership or selected members. Offers may be personalized based on your behaviour including with Aeroplan co-branded financial cards, and other information collected by Aeroplan. Aeroplan considers trends in your accumulation and/or redemption of points across various sectors to determine which partners, offers and services are most relevant to you. For example, members that frequently accumulate points on car rentals may be selected for or notified of special offers or promotions offering discounts or bonus Aeroplan points on car rentals. Offers are communicated in multiple ways (such as by email, mail or telephone, as well as via our website, our mobile app and SMS/text messages).
  • For quality assurance and record keeping purposes, such as monitoring or recording telephone discussions with our representatives for quality assurance purposes.
  • To invoice you or partners, as applicable.
  • In the case of a sale of all or part of Aeroplan's business or assets, or a contract with a potential new partner, to enable potential purchasers or partners to evaluate the business.
  • To protect our interests, or as provided or required by applicable laws, such as program fraud detection or where required by a court order.

We will not collect, use or disclose personal information for other purposes without obtaining your further consent, except where authorized or required by law.

With whom do we share your personal information?

Aeroplan and its partners share your personal information in order to administer your account, develop and promote the program, and make offers about accumulation and redemption opportunities, benefits, products and services.

Aeroplan may share information about your activity in the Aeroplan program or general characteristics about you with our partners. For example, in the case of co-branded financial cardholders, we may share accumulation and redemption activity such as your last reward category or how long you've been a member.

When a partner wishes to make an offer to members, offers will generally be communicated to you by Aeroplan and not directly by the partner. However, we may provide a partner or a supplier with a list of Aeroplan Members who meet certain transactional criteria (such as having a number of transactions within a partner category in the last six months) or that may include some general characteristics about the member (such as length of membership, or where the members live), to make relevant offers to members that allow for the accumulation or redemption of points under the Aeroplan program or to otherwise provide a benefit or privilege to members.

Your personal information may be transferred to suppliers, which perform work on behalf of Aeroplan or its partners to deliver all aspects of the Aeroplan program to you. Suppliers include advertising agencies, direct marketing agents (including telemarketing firms), and data processing and storage firms. Partners and suppliers are contractually obligated to maintain confidentiality, safeguard all information provided to them, and use the information disclosed to them only for the purposes of the Aeroplan program.

Air Canada also has access to members' contact information, points balance information, and information relating to Air Canada transactions for which Aeroplan points, Status Qualifying Miles and Status Qualifying Segments were earned for marketing and customer service purposes.

Finally, we share member information with partners to administer members' accounts for customer service and/or fraud detection purposes.

What are your choices when it comes to the handling of your personal information?

You may withdraw your consent in instances that are beyond what is necessary for the administration of the Aeroplan program. For example, withdrawal of consent to the use of personal information to forward offers of products and services will not result in the loss of your privileges.

You may modify your communication preferences (to receive or not to receive offers) by logging into your member account online at aircanada.com/myaeroplan or by contacting us.

You should note that even if you withdraw your consent to receive certain offers, you will continue to receive information related to your account or changes to the Aeroplan program. You may also receive invitations to participate in surveys, at which time you may choose whether or not to participate.

How do we protect your personal information?

Your personal information will only be collected, used and disclosed, and will only be retained as long as required to fulfill the purposes for which it was collected, or as may be required by law.

Your personal information is retained in secure facilities, such as offices and data centres with restricted access. Electronic data is protected by technological means, such as firewalls, access controls and encryption.

When no longer required, personal information is destroyed, anonymized or disposed of using secure methods. When a member's account has been inactive for seven (7) years, all personally identifiable information is destroyed. Employees are trained on the importance of maintaining the security and confidentiality of personal information.

You should note that your personal information may be stored or processed outside of Canada—in this case, it will be subject to the laws of the country in which it is handled.

How can you find out what personal information Aeroplan has?

You can access, verify and update your personal information directly online, as well as review your recent transaction history by logging in to your account. You may also request access to this information through the Aeroplan Contact Centre. You may also update the accuracy or completeness of such information, and request that corrections be made to it.

Where can you get more information?

If you still have questions regarding our Policy or your account, please contact one of our agents at the Aeroplan Contact Centre:

Canada, the United States and the Caribbean

0800 756 3865
United Kingdom

All other areas

You may also contact the Aeroplan Privacy Officer, either by email at AeroplanPrivacy@aircanada.ca, or in writing to:

Aeroplan Privacy Office
P.O. Box 23000
Station Pointe-Claire-Dorval
Pointe-Claire, QC
H9Y 1K2