Miles & More (Lufthansa, Austrian, Swiss, and other partners) - USAirways Promo -Why I've had enough of LH

Many of you may recall the USAirways triple points promo last autumn. I did a mileage run in F to get the extra points.
LH, of course, programmed their computer to only give credit on 2 segments, but many members have managed to get the extra points credited.
I, on the other hand, have written a dozen letters to the service centre, even going as far as to send a copy of the letter send to another FT member in which LH confirm that there was an error and the extra points should have applied to all sectors.
So today LH write again and deny the points on the basis that whilst there indeed an error with the computer, it was an error to give extra miles to the customers who got them. This in the face of a letter from LH saying that the error was NOT to give them.
That's it, my Senator status will expire 2/05 and I won;t be renewing. In fact if I can avoid it I won;t be flying LH for a long time. (Sometime when hell freezes over seems to spring to mind).

Many of you may recall the USAirways triple points promo last autumn. I did a mileage run in F to get the extra points.
LH, of course, programmed their computer to only give credit on 2 segments, but many members have managed to get the extra points credited.
I, on the other hand, have written a dozen letters to the service centre, even going as far as to send a copy of the letter send to another FT member in which LH confirm that there was an error and the extra points should have applied to all sectors.
So today LH write again and deny the points on the basis that whilst there indeed an error with the computer, it was an error to give extra miles to the customers who got them. This in the face of a letter from LH saying that the error was NOT to give them.
That's it, my Senator status will expire 2/05 and I won;t be renewing. In fact if I can avoid it I won;t be flying LH for a long time. (Sometime when hell freezes over seems to spring to mind).

Am I reading it correctly, that you are not going to fly LH anymore, because you are not getting something that you were not entitled to, you have though gotten the two segments that you were entitled to according to the promotion.
If that is the case - I am simply amazed :rolleyes:
Unbelievable...

Cheers

Thomas

No,

The US Airways double miles promotion clearly stated you'd get double miles for your first roundtrip on US Airways. Call me silly, I would have thought that the definition of a roundtrip for this promotion would be the same as the airline's definition of a roundtrip with respect to tickets (i.e. covering the entire journey to the destination, rather than the first and last segments). Lufthansa's computers were programmed to give double miles credits for only the first and last segments, while those on multi-segment roundtrip tickets were, incorrectly (according to the letter Lufthansa wrote me) denied double miles on connecting flights on the same roundtrip. The original poster obviously was given a different story to many here, and Lufthansa seem to have adopted a different line to him about this, and are claiming the promotion indeed only covers first and last segments of a multi segment roundtrip.

Regards,
Alex

No,

The US Airways double miles promotion clearly stated you'd get double miles for your first roundtrip on US Airways. Call me silly, I would have thought that the definition of a roundtrip for this promotion would be the same as the airline's definition of a roundtrip with respect to tickets (i.e. covering the entire journey to the destination, rather than the first and last segments). Lufthansa's computers were programmed to give double miles credits for only the first and last segments, while those on multi-segment roundtrip tickets were, incorrectly (according to the letter Lufthansa wrote me) denied double miles on connecting flights on the same roundtrip. The original poster obviously was given a different story to many here, and Lufthansa seem to have adopted a different line to him about this, and are claiming the promotion indeed only covers first and last segments of a multi segment roundtrip.

Regards,
Alex

I have to say that I have sympathy with this. LH's website can be extremely vague regarding how promotions will work, and the explanation of the revised MAM scheme from 1 August has been badly handled from an information perspective (witness all of the debates on here, and even contradictory LH responses, regarding how SEN requalification and evouchers will work). I have read and re-read the website and still cannot determine exactly which *A partners will award miles according to the new booking class system, and which, if any, will not. A proper table showing mileage earning levels would have been helpful.

In Markie's case, consistency also seems to be an issue. If LH have decided that they are wrong about something, then they are wrong in all cases, not just in certain selected cases. I realise that LH can do anything they like on this (frequent flyer schemes do allow the airline to completely control or amend how miles are awarded, and their validity), but it seems a bit silly from a customer serrvice perspective.

Exactly, Alex!

I, too only got double miles for a part of my journey (albeit more than two segments) within the promo. Reported this as missing point by fax with no reaction and a follow up letter. Answer: LH denies to credit the missing double miles with a form letter.

Only a small item, but adding to the bad-will they earned with the M&M changes as of Aug. 1st. My longhauls now go to KLM/sky...

I advise the first poster to telephone the VIP desk and explain in a nice way how angry and frustrated you are at the loss of the bonus and it will affect your loyalty to LH. They should provide advice for your complaint, and the supervisors generally are good. Speaking to them in person can be more effective than writing letters.

As far as the changes to SEN go, I never managed to fly on the cheap fare classes that cut mileage accrual, so I'm not angry about that change. I am angry about the inflation of the cost of award tickets, and the loss of 50,000 mile upgrade vouchers. I earned 300,000 ESQM per year on LH, I would earn 12 upgrade vouchers per 2 years, now I get 2 vouchers per SEN qualification every 2 years. That's a reduction of 10 upgrade vouchers - a 83% reduction! Furthermore, my favorite award is F-class transatlantic, a 40% mileage increase is applied. I need to fly 40% more to earn the same seat from August! I feel these changes aren't justifiable.

I haven't had enough of LH, I still have too many miles to burn, and they still suit my flying patterns. It's just that you have to be more creative where you accrue and expend your miles - may I suggest checking out the UA Mileage Plus or BMI FF programs.

Am I reading it correctly, that you are not going to fly LH anymore, because you are not getting something that you were not entitled to, you have though gotten the two segments that you were entitled to according to the promotion.
If that is the case - I am simply amazed :rolleyes:
Unbelievable...

Cheers

Thomas

It appears to me that you were jumping to a conclusion here?

Am I reading it correctly, that you are not going to fly LH anymore, because you are not getting something that you were not entitled to, you have though gotten the two segments that you were entitled to according to the promotion.
If that is the case - I am simply amazed :rolleyes:
Unbelievable...

Cheers

Thomas

As I understand 'round-trip' it means from one airport to another and then back to the same airport. Lufthansa seems to think it means from one airport to a connecting airport, and then from a different connecting airport to the origin.
So I think that I'm entitled to what was offered.
Given this is wrong for some bizarre reason, surely all members should be treated the same?
All together this year I have flown one segment on LH, and that's it. I just need to work out how to cash in my remaining points and I'm gone! ;)

Well I wrote, using the usual form of clear arguments understood by LH, as below:

Thank you for your further letter.

• You advertised double miles on my first roundtrip
• You have not provided this bonus
• You have changed the rules, after sign-up to two segments
• You have given other customers the bonus
• I am entitled to the additional miles
• I am boycotting Lufthansa, as you can see from my account until you resolve this.

And today:
13/12/2003 Welcome US + 3900
13/12/2003 Welcome US + 3000
13/12/2003 Welcome US + 3900

The missing miles appeared!

Thanks to all for suggestions.


Markie ^

Well I wrote, using the usual form of clear arguments understood by LH, as below:

Thank you for your further letter.

• You advertised double miles on my first roundtrip
• You have not provided this bonus
• You have changed the rules, after sign-up to two segments
• You have given other customers the bonus
• I am entitled to the additional miles
• I am boycotting Lufthansa, as you can see from my account until you resolve this.

And today:
13/12/2003 Welcome US + 3900
13/12/2003 Welcome US + 3000
13/12/2003 Welcome US + 3900

The missing miles appeared!

Thanks to all for suggestions.


Markie ^



Glad to hear that it worked out in the end. It is unfortunate that it took a great effort on your part in order to receive the points that you should have earned, but at least in the end you did get the points. Congratulations on being persistent and not giving up! ^