Jan 11, 2014, 10:36 am
Last edit by: EqualOpp
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, $30-200. 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
Mar 4, 2021 | 7:12 pm
#1156
Join Date: Nov 2019
Posts: 155
Avianca has posted some new self service tools on their website that work for LifeMiles tickets. I haven’t seen these tools mentioned on FlyerTalk before.
You can use this new self-accommodation tool to get Avianca to re-issue your eTicket when there’s been an operational change on a partner flight, as long as that operational change has left you with a confirmed seat: https://booking.avianca.com/servicin...ation/retrieve (In other words, if the operating carrier has already re-accommodated you, you can use this to re-issue the ticket without contacting support.)
You can also use this form to check the status of your taxes + fees refund, if you know your ticket number: https://www.avianca.com/us/en/can-we...tions/refunds/
You need to load that page, scroll down to the form and select “Check Refund”, and then select the box for “Ticket Number”. I have not figured out the relation between the refund tracking number given by LifeMiles support and the number expected by this form to check by the refund tracking number, but it works well enough for the reservations I know my eTicket numbers for.
You can use this new self-accommodation tool to get Avianca to re-issue your eTicket when there’s been an operational change on a partner flight, as long as that operational change has left you with a confirmed seat: https://booking.avianca.com/servicin...ation/retrieve (In other words, if the operating carrier has already re-accommodated you, you can use this to re-issue the ticket without contacting support.)
You can also use this form to check the status of your taxes + fees refund, if you know your ticket number: https://www.avianca.com/us/en/can-we...tions/refunds/
You need to load that page, scroll down to the form and select “Check Refund”, and then select the box for “Ticket Number”. I have not figured out the relation between the refund tracking number given by LifeMiles support and the number expected by this form to check by the refund tracking number, but it works well enough for the reservations I know my eTicket numbers for.
Mar 6, 2021 | 6:09 am
#1157
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,721
Avianca has posted some new self service tools on their website that work for LifeMiles tickets. I havent seen these tools mentioned on FlyerTalk before.
You can use this new self-accommodation tool to get Avianca to re-issue your eTicket when theres been an operational change on a partner flight, as long as that operational change has left you with a confirmed seat: https://booking.avianca.com/servicin...ation/retrieve (In other words, if the operating carrier has already re-accommodated you, you can use this to re-issue the ticket without contacting support.)
You can also use this form to check the status of your taxes + fees refund, if you know your ticket number: https://www.avianca.com/us/en/can-we...tions/refunds/
You need to load that page, scroll down to the form and select Check Refund, and then select the box for Ticket Number. I have not figured out the relation between the refund tracking number given by LifeMiles support and the number expected by this form to check by the refund tracking number, but it works well enough for the reservations I know my eTicket numbers for.
You can use this new self-accommodation tool to get Avianca to re-issue your eTicket when theres been an operational change on a partner flight, as long as that operational change has left you with a confirmed seat: https://booking.avianca.com/servicin...ation/retrieve (In other words, if the operating carrier has already re-accommodated you, you can use this to re-issue the ticket without contacting support.)
You can also use this form to check the status of your taxes + fees refund, if you know your ticket number: https://www.avianca.com/us/en/can-we...tions/refunds/
You need to load that page, scroll down to the form and select Check Refund, and then select the box for Ticket Number. I have not figured out the relation between the refund tracking number given by LifeMiles support and the number expected by this form to check by the refund tracking number, but it works well enough for the reservations I know my eTicket numbers for.
The refund status has been there for some time but it isn't particularly illuminating.
Mar 6, 2021 | 7:58 am
#1158
Join Date: Nov 2019
Posts: 155
It looks to me like one of my tickets was able to be re-issued via the tool. Before I used the tool, the operating carrier's booking status website told me that there was a change, and to contact my booking agent. After I used the self-reaccommodation tool, the alert went away, and I could then select my seat on the operating carrier's website.
Mar 6, 2021 | 8:01 am
#1159
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,721
It looks to me like one of my tickets was able to be re-issued via the tool. Before I used the tool, the operating carrier's booking status website told me that there was a change, and to contact my booking agent. After I used the self-reaccommodation tool, the alert went away, and I could then select my seat on the operating carrier's website.
LM has messed up so many of mine... said they had been reissued when in reality they had not been...
Unfortunately with these guys you have to triple check everything because they are so incompetent.
Let us know if it was properly issued because that would be great news. My hopes after 6 cancellations and about 60 hours of wasted time with them are quite low... but heck, who knows!
Mar 6, 2021 | 9:34 am
#1160
Join Date: Nov 2019
Posts: 155
Reporting back:
I called the operating carrier, and my eTicket is still showing the unchanged departure details on the reservation agent's end.
Upon learning this, I did some more poking around. When I view the reservation online, the departure details look correct, on both the operating carrier website as well as Avianca's website. However, when I request an emailed eTicket from the operating carrier, it shows the wrong departure details again.
The rebooking tool did something, but it did indeed seem to leave part of the job undone.
Out of sheer curiosity, and because this flight isn't for several months, I'll email LifeMiles and see if they can fix this over email.
I called the operating carrier, and my eTicket is still showing the unchanged departure details on the reservation agent's end.
Upon learning this, I did some more poking around. When I view the reservation online, the departure details look correct, on both the operating carrier website as well as Avianca's website. However, when I request an emailed eTicket from the operating carrier, it shows the wrong departure details again.
The rebooking tool did something, but it did indeed seem to leave part of the job undone.
Out of sheer curiosity, and because this flight isn't for several months, I'll email LifeMiles and see if they can fix this over email.
Mar 7, 2021 | 8:46 pm
#1161
Join Date: Nov 2019
Posts: 155
Following up once more:
I haven't had any luck over email. I've also struck out over the LifeMiles web chat.
At this point, I'm more interested in seeing if I can find a reliable way to get them to update the tickets without calling into the call center, which is a bit of a pain. So, I'm just trying different channels and seeing if I can confirm anyone's experience here. I have plenty of time for these flights. Honestly, if I get the ticket updated once, I'll probably have to get it updated again in the future.
I haven't had any luck over email. I've also struck out over the LifeMiles web chat.
At this point, I'm more interested in seeing if I can find a reliable way to get them to update the tickets without calling into the call center, which is a bit of a pain. So, I'm just trying different channels and seeing if I can confirm anyone's experience here. I have plenty of time for these flights. Honestly, if I get the ticket updated once, I'll probably have to get it updated again in the future.
Mar 10, 2021 | 12:26 pm
#1164
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,721
A new form of absurdity from Avianca!
Ready for this? I submitted a reimbursement request in the same exact manner as before... this was their reply.
Dear Pax,
We would like to inform to you that we have rejected your refund request with reference number 134-24xxxxxxx4 because your ticket belongs to lifemiles, please send an email to [email protected]. This is an informative message, please do not reply this email.
Any concerns that may arise regarding your refund, you may contact at call center
Ready for this? I submitted a reimbursement request in the same exact manner as before... this was their reply.
Dear Pax,
We would like to inform to you that we have rejected your refund request with reference number 134-24xxxxxxx4 because your ticket belongs to lifemiles, please send an email to [email protected]. This is an informative message, please do not reply this email.
Any concerns that may arise regarding your refund, you may contact at call center
Mar 10, 2021 | 3:48 pm
#1165
Join Date: Dec 2007
Posts: 175
I'm a little confused by this.
And you redeem it between October 1st, 2020 and March 31st, 2021 regardless of the flight date:
You can change it one (1) time without any penalty only if you reschedule before the date of the trip and to fly before December 31st, 2021 and as long as you do it on the same route or to common points. No fare difference is exonerated.
I have been told that you can never change airlines... just dates... is that correct?
I'm referencing this: https://www.avianca.com/us/en/experience/covid-19/
And you redeem it between October 1st, 2020 and March 31st, 2021 regardless of the flight date:
You can change it one (1) time without any penalty only if you reschedule before the date of the trip and to fly before December 31st, 2021 and as long as you do it on the same route or to common points. No fare difference is exonerated.
I have been told that you can never change airlines... just dates... is that correct?
I'm referencing this: https://www.avianca.com/us/en/experience/covid-19/
Effectively, you can make a single change this year into the same fare bucket without any cost other than a phone charge fee of $30.
Mar 10, 2021 | 4:11 pm
#1166
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,721
Thank you.
But my question is about changing airlines.
Their policy is that you cannot change point of origin/destination. But airlines?
Because several times incompetent agents don't have any clue what to do....
But my question is about changing airlines.
Their policy is that you cannot change point of origin/destination. But airlines?
Because several times incompetent agents don't have any clue what to do....
Mar 10, 2021 | 4:31 pm
#1167
Join Date: Dec 2007
Posts: 175
Good luck!
Mar 11, 2021 | 7:06 am
#1168
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,721
I've been told many times they can't change airlines... which is BS because all they have to do is reissue the ticket... but you are right...they never cease to find ways to make people insane.
Mar 11, 2021 | 7:08 am
#1169
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,721
For those of you who read Spanish this is interesting. Given their history I would be shocked if this actually works. It's not like they are the only airline that has cancellations......
https://www.hosteltur.com/lat/142840...amaciones.html
"La catarata" of incompetence :-)
https://www.hosteltur.com/lat/142840...amaciones.html
"La catarata" of incompetence :-)
Mar 13, 2021 | 7:28 pm
#1170
Join Date: Aug 2007
Location: SBA
Programs: UA & AA 1 million miler
Posts: 1,145
Today on Saturday I'm calling this number 1800-284-2622 from the US, but nobody picks up my call.
Is this a correct number or the call center is a day off on weekends???
I was on hold for 5 hours and I gave up today.
Any advise?
Is this a correct number or the call center is a day off on weekends???
I was on hold for 5 hours and I gave up today.
Any advise?