Old Mar 29, 18, 9:01 pm
Join Date: Dec 2017
Posts: 29
Horrible JAL Partner Booking using SPG Points

I had a very disappointing interaction and experience with my recent award booking using JMB from points transferred in from SPG.

My wife and I made a partner award booking through JMB with Qatar airways online.

We were successfully able to reserve the award and both received our separate reservation numbers. 2 days later, we both received an email that our reservation was in jeopardy because the points that were being used in our respective JMB accounts had been transferred into the account from Starwood. The email that we received stated that our JMB accounts had been locked and that we needed to verify our identification. I immediately responded to the email today with a copy of our identification. I was also on hold with the call center in the USA for almost 2 hours waiting to be helped and I was then able to unlock the accounts.

As I continued to book and pay for the reservation I was told that I would be charged a $20 booking fee because I had to do this over the phone. I find this extremely unfair. I was never informed prior to our reservation that there was any issue with the points in the JMB account. Had I known previously, I would have sorted out the identification issue prior and then subsequently booked online. The representative told me there was no way to override this $20 fee.

Furthermore, my wife had to call again and wait another almost 2 hours to get through to a representative to be told the same thing and that she would be charged a $20 booking phone fee.

I requested that this fee be reimbursed to the credit card used to pay for the taxes on each of the respective reservations. I did not by choice choose to book this reservation over the phone, and it it solely JMB that flagged the account and forced it to be a phone reservation AND had not notified me prior.

JMB responded by email with this:

"In reply to your correspondence, first, we would like to express our deepest regrets for the inconvenience you and your wife encountered while attempting to redeem miles for a JMB Award Ticket.

We have duly noted your claim to refund the Ticket Service Fee of $20 USD for each award and unfortunately, we will not be able to comply with your request.

Please understand that our website does inform our customers regarding Starwood transfer at www.jal.co.jp/en/jalmile/mile/hotel/hotel.html?inbound=ar . On this web page, please click on tab “Accumulating per amount spent for accommodation”, scroll down to “Starwood Hotels & Resorts” and scroll down to the second asterisk (*) note as it states, “Some members may not be able to apply for awards through the JAL website after exchanging miles from Starpoints.”

Although we do sympathize with your situation, since the information about transferring Starwood SPG Points is posted on our website, we must respectfully decline your request."

Unbelievable! Compared to other Airlines like Alaska or American, if you can't book an award online then they waive the fee....JAL is just looking for money! It's ridiculous!
jgrossman2 is offline