More griping, less swiping: Retailers feel Air Miles backlash

Fewer shoppers are pulling the Air Miles card out of their wallets at checkout in some stores, and many retailers have faced pressure from unhappy customers over their partnerships with the loyalty program.

And now Air Miles parent company LoyaltyOne Inc. says it plans to issue an apology to its members, and to offer an increased number of promotions with retailers, in an attempt to win back customers...

Jean Coutu has noted a decrease in people swiping their Air Miles cards at checkout at its chain of drugstores...

retailer Fountain Tire, which has locations across Canada. “People asked whether we were sure it was delivering value to customers.”...

“We did hear some concerns from our Rexall customers,” said Derek Tupling, director of corporate communications at Rexall Pharmacy Group Ltd...

“Our customer wasn’t happy [with] the way the partner managed that relationship with them,” François Vimard, then interim chief executive officer of Sobeys parent Empire Co. Ltd...

feedback “fluctuated” late last year. LCBO spokeswoman Christine Bujold ... “However, when customers contacted LCBO to express concerns regarding changes to the program, we relayed those concerns to Air Miles...

Despite complaints, retailers including Rexall, Global Pet Food Stores Inc., Staples Canada and Fountain Tire, said they have no plans to discontinue partnerships with the program. Pharmasave Atlantic, Hilton Hotels Corp., and Shell Canada Ltd., which all offer Air Miles to customers, did not respond to interview requests.