Jan 11, 2014, 10:36 am
Last edit by: TEDisgone
WARNING - The cancellation fee has been increased up to $200 for long haul premium awards as of Feb 2017 .
T&Cs here:
How to cancel a Lifemiles ticket:
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.
T&Cs here:
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)(number updated to +1 866 919 0081 as of February 2024). #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 your card number (Visa, Mastercard, or American Express), followed by the expiration month/year in MMYY format, then followed by the Security Code. Press * to correct mistakes in entering numbers.
- 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,(and sometimes for visa too ) 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 [email protected] 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.
Cancellation of Lifemiles ticket
May 30, 2014, 1:34 am
#271
Join Date: Sep 2005
Location: SIN
Programs: SQ, UA, Delta, BMI(RIP), Marriott Lifetime Titanium, Hilton Diamond (Thanks Amex) Hyatt Discov
Posts: 1,942
May 30, 2014, 4:03 am
#272
FlyerTalk Evangelist
Join Date: Sep 2003
Programs: BA Silver, EY Gold, HH Diamond, IHG Plat
Posts: 12,210
From reading the last few pages I'm a little bit confused. Is it correct that if there's a change that needs to be made (either due to schedule changes or on my own) to an itinerary, I need to contact the airline I'm flying instead of LM? For example, I have a LM award for an ANA flight - if I want to make a change, do I go to ANA reservations and then back to LM?
P.S. As an aside, I think ANA releases award space about as often as it snows down here in Houston
P.S. As an aside, I think ANA releases award space about as often as it snows down here in Houston
I agree and that is what I have learnt from my years of being a FF but somehow AV does not agree with that. Recently I had a schedule change of 10 mins which put me under the MCT. A few phone calls and emails later I have been advised again and again that I need to contact UA for change and then AV will reissue. I know what UA will say, the flight isn't for a few months so will just leave it till a day before and call up UA.
May 30, 2014, 9:03 am
#273
Join Date: Aug 2009
Location: IAH
Programs: SPG Platinum, Hyatt Diamond, IHG Gold Ambassador, Marriott Gold
Posts: 519
Thank you everyone!
I am one of those people that airlines really dislike nowadays, meaning I need two awards 
(hoping to take my mom to Japan for her special birthday). Booked 2 SQ Suites NRT-LAX last week for return portion but outbound have two ANA awards on consecutive days from ORD (in case second seat opens up) or may throw in a towel and just book SQ again.
P.S. I guess, there's some sort of a trick to book SQ J & F using LM (
) but for 2 Suites I just transferred points from Amex MR to SQ KF.
(hoping to take my mom to Japan for her special birthday). Booked 2 SQ Suites NRT-LAX last week for return portion but outbound have two ANA awards on consecutive days from ORD (in case second seat opens up) or may throw in a towel and just book SQ again.P.S. I guess, there's some sort of a trick to book SQ J & F using LM (
) but for 2 Suites I just transferred points from Amex MR to SQ KF.
Jun 1, 2014, 12:33 am
#274
Join Date: Dec 2007
Location: Blue Mountains, Australia
Programs: QF PS, AA
Posts: 50
I have been trying to cancel a lifemiles ticket where I am due to depart on Monday 2dn June. I have made several attempts during the last 2 days and after giving all required details including credit card and getting message that it has been accepted the booking is still there. I have checked my bank and no charge has been processed. I have just spoken again to lifemiles who have advised that they have been having problems with their system and cannot process the cancellation.
They have also advised that if I am unable to cancel the ticket and I don't show for the flight that the ticket will still be valid for 1 year from date of booking and I can change or cancel the booking later and the miles will not be lost. This seems unusual to me. Has anyone had any similar experience?
They have also advised that if I am unable to cancel the ticket and I don't show for the flight that the ticket will still be valid for 1 year from date of booking and I can change or cancel the booking later and the miles will not be lost. This seems unusual to me. Has anyone had any similar experience?
Jun 1, 2014, 3:26 am
#275
Join Date: Jul 2013
Posts: 28
Call again. In fact, trying to cancel LM tickets is never a good idea.
I have been trying to cancel a lifemiles ticket where I am due to depart on Monday 2dn June. I have made several attempts during the last 2 days and after giving all required details including credit card and getting message that it has been accepted the booking is still there. I have checked my bank and no charge has been processed. I have just spoken again to lifemiles who have advised that they have been having problems with their system and cannot process the cancellation.
They have also advised that if I am unable to cancel the ticket and I don't show for the flight that the ticket will still be valid for 1 year from date of booking and I can change or cancel the booking later and the miles will not be lost. This seems unusual to me. Has anyone had any similar experience?
They have also advised that if I am unable to cancel the ticket and I don't show for the flight that the ticket will still be valid for 1 year from date of booking and I can change or cancel the booking later and the miles will not be lost. This seems unusual to me. Has anyone had any similar experience?
Jun 1, 2014, 5:11 am
#276
FlyerTalk Evangelist
Join Date: Sep 2003
Programs: BA Silver, EY Gold, HH Diamond, IHG Plat
Posts: 12,210
They have also advised that if I am unable to cancel the ticket and I don't show for the flight that the ticket will still be valid for 1 year from date of booking and I can change or cancel the booking later and the miles will not be lost. This seems unusual to me. Has anyone had any similar experience?
I have made around 10 cancellations in the last year and almost always they have forgotten to cancel the ticket which is actually quite bad as they then block up FF seats that someone else could have taken. They do get around to it later though.
Jun 9, 2014, 5:19 am
#277
Join Date: Mar 2012
Location: HAM
Programs: A few
Posts: 213
Has anyone managed to cancel a ticket within the last 48-72hrs? Ever since saturday morning their whole payment system seems to be down constantly, according to them. Usually that was resolved after a few hours and I could proceed with a cancellation without an issue, but this time they continue telling me to try the next day. Now wondering if it's just me they don't like
Jun 9, 2014, 9:38 am
#279
Join Date: Nov 2011
Location: ZRH
Programs: SEN
Posts: 137
Has anyone managed to cancel a ticket within the last 48-72hrs? Ever since saturday morning their whole payment system seems to be down constantly, according to them. Usually that was resolved after a few hours and I could proceed with a cancellation without an issue, but this time they continue telling me to try the next day. Now wondering if it's just me they don't like
EDIT: they already had my CC number in their system from last time. This helped a lot of course.
Last edited by superpointsLXflyer; Jun 9, 2014 at 10:19 am
Jun 9, 2014, 9:59 am
#280
Join Date: Apr 2002
Location: NYC
Posts: 9,125
Has anyone managed to cancel a ticket within the last 48-72hrs? Ever since saturday morning their whole payment system seems to be down constantly, according to them. Usually that was resolved after a few hours and I could proceed with a cancellation without an issue, but this time they continue telling me to try the next day. Now wondering if it's just me they don't like
Jun 9, 2014, 3:58 pm
#281
Join Date: Mar 2012
Location: HAM
Programs: A few
Posts: 213
But, after a 2hr marathon call just now, with a back and forth with the billing department and a manual transaction in a conference call with a payment specialist by not using the computerised system, they were finally able to do the refund.
Lifemiles, always worth an adventure ^
Jun 12, 2014, 4:55 am
#282
Join Date: Jan 2010
Location: was SYD, now EGC
Programs: QF, BA, SQ
Posts: 22
UA cancelled one of my flights and also gave me a misfit connection.
1) Call UA and give them your UA PNR, they will run through options and let you pick one that appeals. If it is +48 hrs and UA says it is not their problem then call back, you got a hooky agent.
2) I have no idea what UA does to "authorise" your new itinerary but it seemed to take forever when I did it (1 hour on the phone)
3) Call LM and tell them that UA has changed your itinerary and they need to reissue your ticket. When I called, they didn't have a clue what I was talking about and said "sorry, there is no award availability on those flights"
4) Be persistent and you will eventually get through to the ticket re-issuing guy that knows exactly what you are talking about and can see the authorised itinerary change on UA.
1) Call UA and give them your UA PNR, they will run through options and let you pick one that appeals. If it is +48 hrs and UA says it is not their problem then call back, you got a hooky agent.
2) I have no idea what UA does to "authorise" your new itinerary but it seemed to take forever when I did it (1 hour on the phone)
3) Call LM and tell them that UA has changed your itinerary and they need to reissue your ticket. When I called, they didn't have a clue what I was talking about and said "sorry, there is no award availability on those flights"
4) Be persistent and you will eventually get through to the ticket re-issuing guy that knows exactly what you are talking about and can see the authorised itinerary change on UA.
I had the same issue with a TG flight that got cancelled and then reinstated but my booking did not.
Anyway...after calling TG and being told to call LM and visa versa a few times I read the above and got firm with TG.
Once TG changed the booking, got in touch with LM to let them know they had to reissue the tickets and all good.
Jun 12, 2014, 10:40 am
#283
Join Date: Jun 2013
Programs: SPG Plat 100, A3*G
Posts: 678
An idea for the wiki
I've also been trying to cancel for the last 3 days 
The transaction was always rejected.
But... just now at the 5th call, the transaction went through.
And I have an idea why... @:-)
I've noticed that during all my previous calls there was a LOT of static. By static I mean different noises probably from other lines - like echos from other calls.
But this last call - the line was completely clear. I'm thinking that the static/echo noises cause the credit card system to pick up the number incorrectly.
Because during the previous 2 calls, I called my bank while being on hold and they said that no transaction was even attempted on my card.
What do you think? Possible?
Perhaps add this theory to the wiki?
The transaction was always rejected.But... just now at the 5th call, the transaction went through.
And I have an idea why... @:-)
I've noticed that during all my previous calls there was a LOT of static. By static I mean different noises probably from other lines - like echos from other calls.
But this last call - the line was completely clear. I'm thinking that the static/echo noises cause the credit card system to pick up the number incorrectly.
Because during the previous 2 calls, I called my bank while being on hold and they said that no transaction was even attempted on my card.
What do you think? Possible?
Perhaps add this theory to the wiki?
Jun 12, 2014, 11:00 am
#284
Ambassador: LATAM
Join Date: Aug 2010
Location: PNA
Programs: BAEC Silver
Posts: 4,648
I've noticed that during all my previous calls there was a LOT of static. By static I mean different noises probably from other lines - like echos from other calls.
But this last call - the line was completely clear. I'm thinking that the static/echo noises cause the credit card system to pick up the number incorrectly.
Jun 13, 2014, 9:40 am
#285
Join Date: Sep 2005
Location: SIN
Programs: SQ, UA, Delta, BMI(RIP), Marriott Lifetime Titanium, Hilton Diamond (Thanks Amex) Hyatt Discov
Posts: 1,942
I've also been trying to cancel for the last 3 days The transaction was always rejected.
But... just now at the 5th call, the transaction went through.
And I have an idea why... @:-)
I've noticed that during all my previous calls there was a LOT of static. By static I mean different noises probably from other lines - like echos from other calls.
But this last call - the line was completely clear. I'm thinking that the static/echo noises cause the credit card system to pick up the number incorrectly.
Because during the previous 2 calls, I called my bank while being on hold and they said that no transaction was even attempted on my card.
What do you think? Possible?
Perhaps add this theory to the wiki?
The transaction was always rejected.But... just now at the 5th call, the transaction went through.
And I have an idea why... @:-)
I've noticed that during all my previous calls there was a LOT of static. By static I mean different noises probably from other lines - like echos from other calls.
But this last call - the line was completely clear. I'm thinking that the static/echo noises cause the credit card system to pick up the number incorrectly.
Because during the previous 2 calls, I called my bank while being on hold and they said that no transaction was even attempted on my card.
What do you think? Possible?
Perhaps add this theory to the wiki?