Aug 17, 2013, 12:43 am
Last edit by: Tokyoite
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
=========
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
=========
Lifemiles serious booking problems - Beware (old legacy thread)
Mar 25, 2019, 10:02 pm
#1171
Join Date: Oct 2011
Posts: 3,838
True, but they cooperate in most cases if one follows up the "unofficial" guidelines.
Mar 26, 2019, 12:36 am
#1172
FlyerTalk Evangelist
Join Date: Mar 2001
Location: AU
Programs: former Olympic Airways Gold (yeah - still proud of that!)
Posts: 14,406
Mar 27, 2019, 5:38 am
#1173
Join Date: Sep 2013
Location: ORD
Programs: Once a somebody now a nobody
Posts: 516
Appologoes if this has been discussed upstream, but has anyone been able to book TAP award flights in business class on USA to LIS & v v routes? I'm specifically looking at ORD-LIS for this fall. Both AC and UA show the space but Lifemiles has nothing. I'm just wondering if anyone has been successful recently or if it's one of the many awards LM can't access.
Thanks!
Thanks!
Mar 27, 2019, 9:10 am
#1174
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
Well here's a further development.
Thu: wrote in
Fri: response saying they sent info to specialized dept
Mon: followed up, mentioned routing I originally wanted was gone, but I found a new routing that worked, shared details
Tue response saying they followed up with specialized dept but it'd have to wait for an answer
Wed: I get 4 e-ticket emails for my new routing in the middle of the night but no other communication (not paid for)
I haven't heard back from the specialized department. Should I give them a call unprompted to try to pay for the ticket? (I booked a backup routing on AA miles in case AV didn't come through, but the Star routing gets me in earlier and I much prefer to ticket what they've gotten me.)
Does anyone know the number to call to get this ticketed? I take it it'll be different than the regular support line?
Thu: wrote in
Fri: response saying they sent info to specialized dept
Mon: followed up, mentioned routing I originally wanted was gone, but I found a new routing that worked, shared details
Tue response saying they followed up with specialized dept but it'd have to wait for an answer
Wed: I get 4 e-ticket emails for my new routing in the middle of the night but no other communication (not paid for)
I haven't heard back from the specialized department. Should I give them a call unprompted to try to pay for the ticket? (I booked a backup routing on AA miles in case AV didn't come through, but the Star routing gets me in earlier and I much prefer to ticket what they've gotten me.)
Does anyone know the number to call to get this ticketed? I take it it'll be different than the regular support line?
Mar 27, 2019, 2:46 pm
#1175
FlyerTalk Evangelist
Join Date: Mar 2001
Location: AU
Programs: former Olympic Airways Gold (yeah - still proud of that!)
Posts: 14,406
Well here's a further development.
Thu: wrote in
Fri: response saying they sent info to specialized dept
Mon: followed up, mentioned routing I originally wanted was gone, but I found a new routing that worked, shared details
Tue response saying they followed up with specialized dept but it'd have to wait for an answer
Wed: I get 4 e-ticket emails for my new routing in the middle of the night but no other communication (not paid for)
I haven't heard back from the specialized department. Should I give them a call unprompted to try to pay for the ticket? (I booked a backup routing on AA miles in case AV didn't come through, but the Star routing gets me in earlier and I much prefer to ticket what they've gotten me.)
Does anyone know the number to call to get this ticketed? I take it it'll be different than the regular support line?
Thu: wrote in
Fri: response saying they sent info to specialized dept
Mon: followed up, mentioned routing I originally wanted was gone, but I found a new routing that worked, shared details
Tue response saying they followed up with specialized dept but it'd have to wait for an answer
Wed: I get 4 e-ticket emails for my new routing in the middle of the night but no other communication (not paid for)
I haven't heard back from the specialized department. Should I give them a call unprompted to try to pay for the ticket? (I booked a backup routing on AA miles in case AV didn't come through, but the Star routing gets me in earlier and I much prefer to ticket what they've gotten me.)
Does anyone know the number to call to get this ticketed? I take it it'll be different than the regular support line?
They will then read back your itinerary and take payment.
Mar 27, 2019, 5:13 pm
#1176
Join Date: Oct 2018
Posts: 1,656
Just spent 1.5 hrs on hold with phone CS to try to pay for the booking using miles. It is anything but easy. Did not work yet - waiting for a call back within 72 hrs.
Times like these make one appreciate UA MP.
Times like these make one appreciate UA MP.
Mar 27, 2019, 6:57 pm
#1177
FlyerTalk Evangelist
Join Date: Mar 2001
Location: AU
Programs: former Olympic Airways Gold (yeah - still proud of that!)
Posts: 14,406
I’ve done five of these since September and the payment is pretty quick... the main hold is for them to reach the payment department (can be five minutes or so), and then once they hit ‘process’ for the credit card that can take another 3-5 minutes.
Mar 27, 2019, 8:19 pm
#1178
Join Date: Oct 2018
Posts: 1,656
What was the problem (difficulties with credit card?)
I’ve done five of these since September and the payment is pretty quick... the main hold is for them to reach the payment department (can be five minutes or so), and then once they hit ‘process’ for the credit card that can take another 3-5 minutes.
Then, PIN code did not work. I know what my PIN code is, it's been set since I opened the Lifemiles account. No-go. On request of CS rep. I reset the PIN on the web site, but still - not accepted over the phone. Finally rep. promised someone should call me to complete the transaction "in 24 to 72 hours". Took her over 30 minutes to get through on the phone to the people that are supposed to handle that (so I was on hold with her and she - with those guys, I guess).
Now I need to sleep, eat and go potty with my phone, in case I miss the magic call.
Sent an email to Lifemiles support with my account and booking info just in case - I sure hope this works and they ticket it before the reservation expires.
Very frustrating.
Last edited by tr3k; Mar 27, 2019 at 8:56 pm
Mar 27, 2019, 11:14 pm
#1179
Join Date: Jan 2010
Programs: UA, AS
Posts: 2,393
First, the actual booking process took over 30 minutes (mostly me being placed on repeated hold).
Then, PIN code did not work. I know what my PIN code is, it's been set since I opened the Lifemiles account. No-go. On request of CS rep. I reset the PIN on the web site, but still - not accepted over the phone. Finally rep. promised someone should call me to complete the transaction "in 24 to 72 hours". Took her over 30 minutes to get through on the phone to the people that are supposed to handle that (so I was on hold with her and she - with those guys, I guess).
Now I need to sleep, eat and go potty with my phone, in case I miss the magic call.
Sent an email to Lifemiles support with my account and booking info just in case - I sure hope this works and they ticket it before the reservation expires.
Very frustrating.
Then, PIN code did not work. I know what my PIN code is, it's been set since I opened the Lifemiles account. No-go. On request of CS rep. I reset the PIN on the web site, but still - not accepted over the phone. Finally rep. promised someone should call me to complete the transaction "in 24 to 72 hours". Took her over 30 minutes to get through on the phone to the people that are supposed to handle that (so I was on hold with her and she - with those guys, I guess).
Now I need to sleep, eat and go potty with my phone, in case I miss the magic call.
Sent an email to Lifemiles support with my account and booking info just in case - I sure hope this works and they ticket it before the reservation expires.
Very frustrating.
Mar 28, 2019, 1:14 am
#1180
FlyerTalk Evangelist
Join Date: Mar 2001
Location: AU
Programs: former Olympic Airways Gold (yeah - still proud of that!)
Posts: 14,406
How odd! I haven’t been asked for a PIN for any bookings. Only for cancellations. I wonder what’s up.
Mar 28, 2019, 6:02 am
#1181
Join Date: Oct 2018
Posts: 1,656
I do not own a landline. On a cell phone length of key press is not an applicable concept (nor is it on most modern landlines, but Lifemiles call center is in Salvador, I believe, so may be still applies there)
Will try to call again today - our summer plans hinge on this ticket working out.
Will try to call again today - our summer plans hinge on this ticket working out.
Mar 28, 2019, 6:18 am
#1182
FlyerTalk Evangelist
Join Date: Mar 2001
Location: AU
Programs: former Olympic Airways Gold (yeah - still proud of that!)
Posts: 14,406
I do not own a landline. On a cell phone length of key press is not an applicable concept (nor is it on most modern landlines, but Lifemiles call center is in Salvador, I believe, so may be still applies there)
Will try to call again today - our summer plans hinge on this ticket working out.
Will try to call again today - our summer plans hinge on this ticket working out.
Even with CC I am never asked for a PIN. I don't know if that's because they have my CC on file and I've been using it frequently?
LM is very professional, almost always coming through. One time I sent off screenshots and completely forgot to send any other details (passport scan, name and everything else). They used my email address, went into my account, created the booking and emailed me the itinerary (and asked for the passport at that stage).
Pretty good.
Mar 28, 2019, 6:51 am
#1183
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
Managed to get my booking ticketed after a full week-long process.
My original routing A-B-C-D routing disappeared by the time they made the reservation, but got an decent A-X-C-D routing.
Unfortunately, I didn't realize until after completing the booking that it downgraded my all-aisle-access TG 359 for a crappy 2-2-2 TG 788. I guess I'll have to live with that.
My original routing A-B-C-D routing disappeared by the time they made the reservation, but got an decent A-X-C-D routing.
Unfortunately, I didn't realize until after completing the booking that it downgraded my all-aisle-access TG 359 for a crappy 2-2-2 TG 788. I guess I'll have to live with that.
Mar 28, 2019, 8:10 am
#1184
Join Date: Oct 2018
Posts: 1,656
- Sent an email to support to ask about the ticketing yesterday night. No reply.
- Called again this morning. "The payment department did not yet (do something unintelligible, I asked both in English and in Spanish - still don't get it)", so all I can do is wait until they call me. If they do not call me today - I should call back tomorrow, and "they will try to help me".
Mar 28, 2019, 1:48 pm
#1185
Join Date: Jan 2010
Programs: UA, AS
Posts: 2,393
I do not own a landline. On a cell phone length of key press is not an applicable concept (nor is it on most modern landlines, but Lifemiles call center is in Salvador, I believe, so may be still applies there)
Will try to call again today - our summer plans hinge on this ticket working out.
Will try to call again today - our summer plans hinge on this ticket working out.