A Calgary man is shocked and upset after Air Miles removed nearly 25,000 of his loyalty points — worth nearly $8,000 — from his account without warning.

Todd Woodback says he’s been a member and earner of the program for more than three decades. He hadn’t used his card for a while when he was buying motor oil at a Shell gas station when the clerk asked him to show his Air Miles card. The card worked, and he earned two points.

After returning home and checking his account, he realized that almost all of his points had been removed.

He says the company said the points had been “retired” — not expired — because the account was inactive. Woodback says he wasn’t aware of the rule and thought Air Miles points didn’t expire.

The company only refunded him 1,240 points, which he says is “nothing.” He also noted that he had spent more than $1,500 on a purchase worth about 4,800 points, and now that money is effectively gone.

Woodback believes the company had an old email address on file and that he was not given any mail or phone alerts.

“They have my address and number, but I haven’t received any letters or calls,” he said. “They just took the points.”

Air Miles’ response
Air Miles said in a statement that members must use their account at least once every two years to stay active. This use can include earning, spending, or transferring points. If they don’t, the account will be inactive and the points will be retired. It also said that members will be proactively notified before the account status changes.

Woodback, however, says that his card worked that day and he even earned two points, so his account was not closed, just the points were removed.

Warning to loyalty program members
Patrick Sojka, founder of RewardsCanada.ca, says people should check their loyalty accounts regularly, not just for expiration dates but to prevent abuse. He notes that many programs have an activity requirement in their rules, which can be anywhere from 12 to 24 months. Even a small purchase or donation of points to charity can extend that period.

He recommends contacting the program ahead of time if you anticipate not using them, as you may be able to keep your points by providing a valid reason.

Changes to Air Canada’s program
This comes at the same time as major changes to other loyalty programs. Starting January 1, 2026, the Aeroplan program will calculate points based on the amount spent on Air Canada flights, not distance flown. It will also introduce a new system called Status Qualification Credits (SQC), which can be earned by flying, using the Aeroplan credit card and working with merchant partners.

Travel experts say that loyal travelers will get the most rewards and should keep an eye on their program for updates and changes.

Woodback's message to Air Miles
Woodback says it's not just about reading the fine print, but also about fairness.
He wants others to be aware of this so they don't have the same experience, and he hopes the company will change its mind and reinstate his points.

A loyal customer for more than 30 years, he has a clear message for Air Miles:
"Do the right thing."

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