This site promises to cover the spectrum of “good, bad, ugly, and beautiful customer service experiences“. When Aeroplan managed to change the rules arbitrarily to its advantage and getting its customers angry enough to file a class action lawsuit, it seems justifiable to name it as one of the uglier example of “customer services experiences”. (CTV News with video, TorStar, and CBC News)
Readers may recall Ontario banned gift card expiration in 2007. In that case, gift cards were cash and “expiring” gift card/cash felt like robbery for some people. Changing the way the Aeroplan points are expired (from a very flexible/liberal three years to one year) can be seen as what the companies did in “expiring” gift cards.
For further info about the Quebec Superior Court July 2009 motion: see class application 500-06-000476-099 in French where you can download the full PDF text of the class application in English (check out paragraph 14 – 20) and Merchant Law Aeroplan National Class Action info.
P.S. In the corporate world, “spoilage is what happens when a gift cad is purchased and never redeemed“. Spoilage is pure profit for the corporations since they get paid but don’t need to deliver any goods or services in return.