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Lifemiles serious booking problems - Beware

Lifemiles serious booking problems - Beware

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Old Aug 2, 18, 2:27 am   -   Wikipost
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Last edit by: Tokyoite
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Please do your homework before buying Lifemiles. It is what it is... for some that's useful, for others it's not.

Biggest complaints are about
- mixed class bookings are available but now many of the suitable connections dont show
- not being able to book anything that isn't available online (there are work-arounds, see screenshot method below)
- the quality of the call center (English speaking agents are scarce, you might get thrown in a loop with call transfers within their call center)
- no stopovers (>24H) or open jaws, but you can book one way awards
- no reservations on Certain subsidiaries of Star Alliance carriers (Lufthansa Cityline, Germanwings)

Problems with ticketing / lack of confirmation screen or email
- write down the confirmation number shown on the screen after confirming your purchase.
check here: http://serviciosenlinea.avianca.com/...doReserva.aspx

Sometimes, even if you cannot see the PNR, the record may have been created, so better to call them and give them flight details you were trying to book. They can find the PNR from those details.
- ticketing usually takes place within 10-15 min of booking
- but it may also take up to 2 days
- if miles have been deducted from your account and a temporary authorization has been placed on your CC, you're probably fine even if you did not see a confirmation screen
- if no e-ticket number is visible on checkmytrip.com after two days, you should contact LifeMiles. You can expedite the ticketing by emailing with your booking reference to: [email protected] after you have booked, especially if you have booked last minute flights, and need ticketing straight away

Screenshot method.
So, on a date you are looking for in the future, there is availability for LAX-NRT and NRT-BKK. But not LAX-NRT-BKK.
It may be a case of the LM system not offering the through connection.

Take three screen shots - two 'available' screen shots for LAX-NRT and NRT-BKK and the 'not available' screen for LAX-BKK.
Send them all off with a scan of your passport page (PDF) and LM will make the booking manually for you.

Send to these two email addresses, and CC yourself (just for your records)
[email protected]
[email protected]

Sample email:
====
Email topic: Urgent request for booking Lifemiles Award
====
Dear Sirs,

I have tried several times, over several days, but the following itinerary does not show on the website.
Please see the three attached screenshots I took just now.
Please do the manual booking First Class/Business class for xx,000 miles. (*Know how many miles the whole award should cost-here, to avoid surprises once ticketed)

The availability is only 1 seat for this date, so please process this request urgently before it is gone.

Los Angeles (LAX) - Bangkok (BKK)
Saturday August 11th 2018
NH 175 connecting to NH 807
(*Provide the specific flight numbers you want, to avoid surprises once ticketed)

My passport copy (Number xxxx, expiry 20xx/xx/xx, Nationality xxx) is attached in this email.

LifeMiles Number: xxx
First Name: xxx
Last name: xxx
Date of Birth: Month, date, year
Gender: Male/Female
Email: xxxx
Phone Number: +1-xxxx

Regards,
XXX
=========
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Old Jul 29, 17, 8:27 pm
  #571  
 
Join Date: Oct 2008
Location: SIN
Programs: A3 Gold, SQ KF Elite Gold, AB Gold, QR Silver, IB Oro
Posts: 148
Tried the screenshot method for the first time about three weeks ago and it worked pretty well. While the LM website was showing a TK connection from SIN-IST-EZE, SQ was also available on the SIN-IST sector with a shorter connection in IST. This mixed carrier option wasn't available on the website so I did it the screenshot way. I received a reply 4 hours after the first email, requesting for scans of passports. 12 hours later, I received the itinerary and instructions to call them for payment. Skyped them, using the toll-free USA number, and wrapped it up within 40 minutes. I was transferred to another agent to sort out the payment and, at times, had to be on hold for a few minutes, but otherwise it was hassle-free.
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Old Jul 30, 17, 6:25 am
  #572  
 
Join Date: May 2009
Location: DFW
Programs: AAdvantage Platinum, Hilton HHonors Gold
Posts: 2,831
Originally Posted by marcelduchamp View Post
Tried the screenshot method for the first time about three weeks ago and it worked pretty well. While the LM website was showing a TK connection from SIN-IST-EZE, SQ was also available on the SIN-IST sector with a shorter connection in IST. This mixed carrier option wasn't available on the website so I did it the screenshot way. I received a reply 4 hours after the first email, requesting for scans of passports. 12 hours later, I received the itinerary and instructions to call them for payment. Skyped them, using the toll-free USA number, and wrapped it up within 40 minutes. I was transferred to another agent to sort out the payment and, at times, had to be on hold for a few minutes, but otherwise it was hassle-free.
That's what I did last week and trying to do once more. LM would show LAX-SEZ on UA Y to LHR and then TK in J. But I was able to escalate and book everything in J including a LAX-VIE on OS.

The fist go was easy, emailed at night, within 24 hours I had the ticket issued. Now it's been 48 hours and while the issue has been escalated, I haven't received anything yet.
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Old Jul 30, 17, 3:12 pm
  #573  
 
Join Date: Mar 2009
Location: ZRH/SFO
Programs: A3*G - AZ CFP- HH DIA
Posts: 3,651
Originally Posted by oneworld82 View Post
That's what I did last week and trying to do once more. LM would show LAX-SEZ on UA Y to LHR and then TK in J. But I was able to escalate and book everything in J including a LAX-VIE on OS.

The fist go was easy, emailed at night, within 24 hours I had the ticket issued. Now it's been 48 hours and while the issue has been escalated, I haven't received anything yet.
1 screenshot booking limitation per month...
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Old Jul 31, 17, 7:09 am
  #574  
 
Join Date: May 2009
Location: DFW
Programs: AAdvantage Platinum, Hilton HHonors Gold
Posts: 2,831
Originally Posted by Air Rarotonga View Post
1 screenshot booking limitation per month...
lol I hope you're joking!!
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Old Aug 17, 17, 3:25 pm
  #575  
 
Join Date: Feb 2007
Location: Sydney, Australia
Programs: UA, QF, VS, AA, US, HH, SPG
Posts: 927
This is so frustrating - other programs' websites showing 2 business class award seats on the following routes:-

JFK-HND-SYD and JFK-ICN-SYD

LM shows nothing for JFK-ICN-SYD when searched as JFK-SYD but shows 2 seats on JFK-ICN and none on ICN-SYD

LM shows only 1 seat on JFK-HND-SYD

I was searching for a friend - personally while I have quite a few LMs in my account I have stopped buying them (at any price) due to such limitations as well as other glitches requiring screenshots. I wish there was a way to petition LM to fix these ever increasing limitations and/or bugs in their web site.
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Old Aug 20, 17, 11:54 pm
  #576  
 
Join Date: Oct 2012
Location: Tokyo
Programs: SPG Plat, HH G,Hyatt E,*A G, OW Saph.
Posts: 2,162
Hi,
Did you specify airline JFK-HND-SYD (ANA) and JFK-ICN-SYD (Asiana)?
Furthermore, I also recommend specifying business class, and leave the departure time blank. Finally, if you can risk it, book one ticket at a time!
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Old Aug 21, 17, 12:31 am
  #577  
 
Join Date: Feb 2007
Location: Sydney, Australia
Programs: UA, QF, VS, AA, US, HH, SPG
Posts: 927
Originally Posted by Tokyoite View Post
Hi,
Did you specify airline JFK-HND-SYD (ANA) and JFK-ICN-SYD (Asiana)?
Furthermore, I also recommend specifying business class, and leave the departure time blank. Finally, if you can risk it, book one ticket at a time!
Thanks for the suggestions - tried all combinations. My friend finally booked one seat on ANA for JFK-HND-SYD on one day then another seat (same itinerary) 2 days later. Once one seat was booked another one did not show as available (for that date). So it looks like LM is again limiting award availability .... the party is well and truly over IMO.
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Old Aug 29, 17, 10:21 pm
  #578  
 
Join Date: Mar 2015
Programs: Alaska. AA, Kris, QFF, Lifemiles, BA+
Posts: 50
Be aware that LM site is showing and TICKETING ANZ F awards in F cabin at F rates, even though NZ don't have an F cabin. Confirmation will say F, but e-ticket says PE!
Promised this would be fixed weeks ago.
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Old Aug 29, 17, 11:26 pm
  #579  
 
Join Date: Jan 2005
Location: Melbourne, Australia
Programs: Flying: VA; Buying: AA, AS, AV, BA, UA!
Posts: 2,272
Originally Posted by cleobasset View Post
Be aware that LM site is showing and TICKETING ANZ F awards in F cabin at F rates, even though NZ don't have an F cabin. Confirmation will say F, but e-ticket says PE!
Promised this would be fixed weeks ago.
Yup, noticed that. It's actually a recurrence of an old issue. Presumably stems from NZ's use of O class, typically *A award F, as a booking class for PE. Thing is, I'm not sure O class is even award PE??
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Old Aug 30, 17, 6:58 am
  #580  
 
Join Date: Oct 2012
Location: Tokyo
Programs: SPG Plat, HH G,Hyatt E,*A G, OW Saph.
Posts: 2,162
As usual, a very fickle website.
Anyone crazy enough to attempt to change a booking in partial F at C mileage? Common sense tells me they will spot the mileage difference, and upon changes will require F miles. (KIX-BKK-MUC TG C-F, thinking of a cabin change on the first leg now that a F seat has opened up)
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Old Sep 5, 17, 5:29 am
  #581  
 
Join Date: Oct 2012
Location: Tokyo
Programs: SPG Plat, HH G,Hyatt E,*A G, OW Saph.
Posts: 2,162
Very interesting enhancements to the booking webpage GUI.
No selection First/Business/Economy
More departure time selections
"Multi-City" that doesnt force you to do a cyclic trip (A-B-C-A etc.)
I wonder what else was fixed!
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Old Sep 5, 17, 5:37 am
  #582  
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Join Date: Mar 2001
Location: SDF
Programs: former Olympic Airways Gold (yeah - still proud of that!)
Posts: 13,209
Originally Posted by Tokyoite View Post
Very interesting enhancements to the booking webpage GUI.
No selection First/Business/Economy
More departure time selections
"Multi-City" that doesnt force you to do a cyclic trip (A-B-C-A etc.)
I wonder what else was fixed!
Indeed. I mentioned this on another thread, doesn't look like everyone has the new engine though.

I did wonder, further to discussion a month or so ago, whether this spells the end of screenshots?

I also noticed with the new tool you can mix and match cabins, it breaks down each sector by price so you can mix F one one leg with J on another. Doesn't for all flights but at least for some.
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Old Sep 5, 17, 5:49 am
  #583  
 
Join Date: Oct 2011
Posts: 3,006
Still old one here in C2E
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Old Sep 5, 17, 7:20 am
  #584  
 
Join Date: Oct 2012
Location: Tokyo
Programs: SPG Plat, HH G,Hyatt E,*A G, OW Saph.
Posts: 2,162
Seems the new site shows on I.E. but the old one shows on FF or Safari.


That new site is not "customizable", and all "discounts" I searched simply don't show despite each flight leg showing properly.
MPM seems enforced now, and some dynamic pricing for multi-leg flights between the same region pairs. E.g. East Asia - Europe cost in J changes a little if you transit ICN (East Asia) versus a BKK transit (South Asia)
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Old Sep 5, 17, 8:24 am
  #585  
 
Join Date: Apr 2016
Programs: NH, JL, SQ
Posts: 158
Originally Posted by Tokyoite View Post
Seems the new site shows on I.E. but the old one shows on FF or Safari.
I still see the old site on I.E/Chrome/FF... maybe a caching issue
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