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Old Apr 15, 17, 1:21 am   -   Wikipost
FlyerTalk Forums Thread Wiki: Cancellation of Lifemiles ticket
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WARNING - The cancellation fee has been increased up to $200 for long haul premium awards as of Feb 2017 .

How to cancel a Lifemiles ticket:
  • Lifemiles tickets cannot be canceled or changed online, you need to call the Avianca/TACA call center (+1 800 284 2622). #2 for English, then enter your Lifemiles number, enter #3 for Lifemiles then #3 again for transactions.
  • The cancellation fee is variable, $50-200. The change-fee is $150. This is per passenger/ticket. If you cancel, you will not get back the $25 booking fee paid when the ticket was issued.
  • The cancellation fee for Awards booked after 20th/2/2017: Award Tickets are reimbursable by paying a fee that varies depending on the redeemed route, the redemption channel and other circumstances, Accurate information of the reimbursement cost shall be informed at the time of redeeming the Award Ticket. If you cancel, you will not get back the $25 booking fee paid when the ticket was issued.
  • You need to set-up a phone PIN to do any changes to tickets on lifemiles.com before or during the call. Do this before you call as doing this while calling can add a couple of minutes to the call
  • Make sure your address and phone number are up to date in your lifemiles account. This will help immensely as spelling out everything letter-by-letter to the phone agent.
  • Your credit card information is collected via an automated system on the phone and not by the agent. The system first asks you for the type of card: 1 - Visa 2 - Mastercard; followed by the card number, which needs to be entered twice; then followed by the expiration Month; then followed by the expiration Year; then followed by the Security code. Press * to correct mistakes in entering numbers. Apparently now AMEX is accepted
  • You need to enter/confirm credit card information for every ticket seperately. The process is simpler for remaining tickets as you only need to: first confirm the last 4 digits of the card (1 - Yes; 2 - No); followed by the expiration Month; followed by the expiration Year; followed by the Security code. For AMEX, the whole cared number has to be entered again
  • Similarly if you have used credit cards before, the system keeps information about your credit cards, so even for the first ticket, the process is simpler as you only need to confirm the last four digits of credit card, then expiration month, then expiration year last two digits only followed by the security code
  • Be prepared to spend between 20 minutes and 3 hours on the phone to get your changes / cancellation done, depending on the agent you get, or if you're really unlucky, you may spend days getting it sorted out.
  • Avianca transactions may trigger fraud alerts on your credit card, you may need to contact your bank about this.
  • Miles should be back in your account instantaneously, tax refund can take longer (2-3 weeks)
  • Money paid for miles purchased as part of "more money/less miles" choice will NOT be refunded in cash but as miles.
  • As soon as your flight is ticketed, the refund for a cash & miles booking will be only in miles
  • BE PATIENT: some agents are very knowledgeable and fast, others take hours to get a simple cancellation done
  • TAXES ARE REFUNDABLE: if an agent claims that taxes are non-refundable you may need to write an email to support@lifemiles.com to follow-up
  • You should be able to see your cancellation receipts under "Your Lifemiles" - "Print receipts" (Only works with Internet Explorer!)
  • NEW RULE - Ticket cannot be cancelled in the T-48 to T+24 window. Ticket can be cancelled after T+24 as long as ticket is valid, which is up to 365 days after issuance date (not travel date!)

Some agents have stated that the ticket can be cancelled even AFTER the flight dates, as long as the ticket is "open". Confirmed by FTers @ #334, 336, 371 and 445.
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Old Mar 7, 13, 6:47 pm   #1
Original Poster
  
Join Date: Oct 2008
Posts: 99
Cancellation of Lifemiles ticket

Dear All,

I am encountering a long delay in cancelling a ticket to fix a name error (as posted in another thread: http://www.flyertalk.com/forum/avian...s-booking.html).

I called the TACA Hotline in USA on 2-March-2013 at around 2230 (GMT+8) to cancel the ticket. I was told I would be charged a refund fee of USD50 and keyed in my credit card details etc. After this call, I managed to see the affected passenger being taken out of the booking and thought the ticket has been cancelled.

However, on 6-March-2013, I still have not seen the miles refunded to my account, and found out thru the operating carrier that the ticket has not been cancelled yet. So I called the TACA US hotline again and was put thru similar process.

On both occasions, I was given a transaction approval code. Could it be my credit card will be charged twice?

But the main issue is, the ticket has still not been cancelled, and I am anxious to have it settled.

Would greatly appreciate if someone can give his/her valuable insights, opinions and advice with regards to this.

Thanks.
slacker is offline   Reply With Quote
Old Mar 7, 13, 9:45 pm   #2
  
Join Date: Oct 2007
Location: SIN
Posts: 253
Same issue happening with me. Getting really fed-up with Lifemiles.
tango3 is offline   Reply With Quote
Old Mar 7, 13, 9:59 pm   #3
  
Join Date: Nov 2010
Location: SFO
Programs: UA AA NH
Posts: 88
My suggestion to you is be patient.

I cancelled a lifemiles ticket. The operating carrier was United. The $50 cancellation fee posted in 1-2 days, but it took 5 days to be refunded the miles and taxes. Even after that, United.com showed "This reservation has been ticketed and confirmed". Only on the day of original departure, the ticket status became 'Refunded'. So in your case, your reservation may have been cancelled indeed and you are most likely to be charged that cancellation fee twice.
alfrie is offline   Reply With Quote
Old Mar 13, 13, 4:32 am   #4
  
Join Date: Oct 2007
Location: SIN
Posts: 253
Managed to get my miles back by:

1. Emailing to the Lifemiles support ID, informing them of what had transpired.
2. Lifemiles noted that they did not have a record of this ticket being cancelled and asked me to forward them the CC statement.
3. Emailed a PDF copy of the CC statement and the authorisation number.
4. Miles refunded within 24hours.

Maybe you'll have to do the same as well.
tango3 is offline   Reply With Quote
Old Mar 13, 13, 7:00 pm   #5
Original Poster
  
Join Date: Oct 2008
Posts: 99
Quote:
Originally Posted by tango3 View Post
Managed to get my miles back by:

1. Emailing to the Lifemiles support ID, informing them of what had transpired.
2. Lifemiles noted that they did not have a record of this ticket being cancelled and asked me to forward them the CC statement.
3. Emailed a PDF copy of the CC statement and the authorisation number.
4. Miles refunded within 24hours.

Maybe you'll have to do the same as well.
Hi Tango3,

Thanks for your advice.

Yup, I have emailed them at the same time, and they asked for my credit card (without other details) number.

And it is now resolved and the miles are back.

Now, I have to verify that the refund fee is not charged more than once and take it up with them again if there is this issue.
slacker is offline   Reply With Quote
Old Mar 14, 13, 2:38 pm   #6
  
Join Date: Feb 2010
Location: Československá socialistická republika
Posts: 374
Quote:
Originally Posted by tango3 View Post
Managed to get my miles back by:

1. Emailing to the Lifemiles support ID, informing them of what had transpired.
2. Lifemiles noted that they did not have a record of this ticket being cancelled and asked me to forward them the CC statement.
3. Emailed a PDF copy of the CC statement and the authorisation number.
4. Miles refunded within 24hours.

Maybe you'll have to do the same as well.
What's their email address?
jrmcrm is offline   Reply With Quote
Old Mar 14, 13, 6:35 pm   #7
Original Poster
  
Join Date: Oct 2008
Posts: 99
Quote:
Originally Posted by jrmcrm View Post
What's their email address?
support@lifemiles.com
slacker is offline   Reply With Quote
Old Mar 14, 13, 6:43 pm   #8
FlyerTalk Evangelist
  
Join Date: Nov 2007
Location: LAX-SNA-VNY
Programs: UA 1K, AA EXP
Posts: 17,510
Mucho patience is required with LifeMiles. I had to cancel a ticket and it took 4 or 5 days for the $50 to be processed and another couple of days for the mileage to be returned to my account Taxes took at least a couple of weeks.
SFO777 is offline   Reply With Quote
Old Mar 15, 13, 4:40 am   #9
  
Join Date: Feb 2010
Location: Československá socialistická republika
Posts: 374
Quote:
Originally Posted by slacker View Post
Thanks
jrmcrm is offline   Reply With Quote
Old Mar 16, 13, 10:53 pm   #10
Original Poster
  
Join Date: Oct 2008
Posts: 99
Anybody had any idea how long it will take for canceled tix availability to be returned back to the inventory for booking?

Trying to rebook the tickets after the cancellation.

Thanks?
slacker is offline   Reply With Quote
Old Mar 20, 13, 9:27 am   #11
  
Join Date: Oct 2006
Location: Tucson
Programs: UA 1K, HH Diamond, Club Carlson Gold, AA, BA, US
Posts: 208
I'm going through the same thing right now. 7 days since canceling, credit card was charged $50 but no refund/redeposit and the flight is still listed as confirmed on United.
tusflyer is offline   Reply With Quote
Old Mar 21, 13, 3:24 am   #12
  
Join Date: Feb 2007
Location: Berlin
Programs: A3*G, IHG Gold, HH Gold
Posts: 1,196
It takes some time. I cancelled on Saturday morning and was advised it would take 24 to 48 hours. Emailed on Monday morning and was told another 24 hours to get it done. Nothing on Tuesday so another email and was told it was in the queue and would take 48 hours. Miles were back in account on Thursday morning.

My advice, follow up when the period they state has expired but expect it to take 5 to 7 days.
*A Flyer is offline   Reply With Quote
Old Apr 5, 13, 11:02 pm   #13
Original Poster
  
Join Date: Oct 2008
Posts: 99
Anybody has idea when is the latest time to cancel a Lifemiles ticket

HI,

Can anyone advise if it is ok to cancel a Lifemiles ticket within 24hours of departure?

Thanks.
slacker is offline   Reply With Quote
Old Apr 9, 13, 9:24 am   #14
  
Join Date: Apr 2008
Programs: QFF
Posts: 178
Quote:
Originally Posted by slacker View Post
HI,

Can anyone advise if it is ok to cancel a Lifemiles ticket within 24hours of departure?

Thanks.
NO.

I cancelled 3 days out and they actually failed to cancel the ticket, and now I have lot of trouble getting my miles back.
somebol is offline   Reply With Quote
Old Apr 9, 13, 11:21 am   #15
  
Join Date: Apr 2002
Location: NYC
Posts: 6,741
I managed to cancel two days out. The booking was canceled but they did contact me a week later to recharge the card (failed to go through the first time).
erik123 is offline   Reply With Quote
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