Originally Posted by B747-437B
Don't feel bad. My experience with them on a similar issue is even worse.
Alitalia flight with paper tickets. Miles didn't post for 1 segment out of the 5 on the ticket.
They requested that the original paper tickets and boarding pass stubs be mailed to them. I was not comfortable with this so I made copies and mailed it off.
A few weeks later I called to follow up. They advised that the copies were not sufficient and that I needed to mail the originals.
So I mailed the originals and called again in a few weeks. Response was that "we cannot locate these, can you send them again". How does one send ORIGINALS again?
I guess I have to write off those 2840 miles now.
Don't give up yet. Sometimes you have to use the broken record method: repeating the same thing ad nauseum until it gets through. I took six echanges of letters with Frequence Plus for me to get credited for a MEX-
CDG flight. The flight was cancelled and they put us on another airline. When I tried to get credited, they kept telling me that they didn't credit non-AF tickets under those circumstances. Finally I sent a letter with the sentence "this is an Air France ticket, for a flight on an Air France plane" in bold, with a copy of the schedule, showing it was their stupid plane, plus a bunch of other stuff. No reply, but credited within 5 days. All this took six months.
I'd suggest sending copies of your paperwork with a clear statement in big letters saying "these are copies because you lost the originals." (It's tempting to add "you incompetent nincompoops" but that might be counterproductive.)