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Lifemiles serious booking problems - Beware (from January 2022 onwards)

Lifemiles serious booking problems - Beware (from January 2022 onwards)

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Old May 13, 22, 12:14 am   -   Wikipost
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Last edit by: oreozp
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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)
- no availability showing at all on the website (try logging out and logging back in)

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.

You need to have 40% of the miles in your account for them to make the booking. On some occasions, credit card points do not transfer over immediately. In such cases also send screenshots of the points being debited from your credit card. In some cases the LM account will immediately show the points transferred in the account activity section. Send a screenshot of that as well.

After a day or two, you will get a reply via email saying the matter has been escalated to an internal area. The next day someone will call you from 305 447 2819 and will process the payment over the phone. You will need to set a PIN which you can do in your online LM account (under the account access section of your online profile).

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 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 Feb 6, 22, 8:18 am
  #61  
 
Join Date: Feb 2001
Programs: IHG Plat, Hilton Gold, Accor Gold, Marriott Silver
Posts: 4,102
Originally Posted by unkn0wns0ldier View Post
just my recent experience but in the LM search you have an option for Smart Search and Star Alliance. I've selected them and sometimes have found differing results .. I have no idea why .. possibly a temporary glitch but you can try that. One more annoying thing that happens when your results finally load is that there will be two check boxes 'Star Alliance' and 'Airline' and both are not checked by default so make sure both are checked. <-- this is when your results are loaded
I've experienced the differences of "smart" search, *A and airline before too. I'm mostly only seeing 'Star Alliance' at the top of the search results, without the 'Airline' option. Depends on route.

However, the site has changed since yesterday. Economy still works as usual. Business still displays the new 'More fare options' link. However, instead of doing nothing at all, it now redirects to 'https://morefares.lifemiles.com/#/lifemiles-travel?payload=[extremely long string]', which is a blank screen. In case it was a browser issue, I tried the LM app. It does the same!

ETA: Does 'More fare options' do anything for anyone? Is it South American/region-specific/etc?

Last edited by Kremmen; Feb 7, 22 at 7:58 pm
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Old Feb 6, 22, 5:36 pm
  #62  
 
Join Date: Dec 2010
Location: NYC
Programs: Kettle Class
Posts: 646
Lifemiles appears to be tacking on a ~$20.00 US International Departure Tax for an ex-U.S. booking on non-stop UA metal made entirely with LM miles (no miles purchases involved). Does that seem right to others?

The same award itinerary appears to bring up only the usual $5.60 in taxes when looking at UA. I am aware of the booking fee LM charges, but what fresh confusion is this? The LM itinerary is 13,000 fewer miles than on UA so I am not complaining too much, but I'm curious if this is correct?
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Old Feb 7, 22, 1:32 pm
  #63  
 
Join Date: Aug 2020
Posts: 828
If I search IAD-SOF on 5/23 one of the results is IAD-MUC (LH106) on First and MUC-SOF (LH 1702). But I cant replicate this flight anywhere with united or aeroplan. LH106 is not even a real flight. Anyone knows whats going on?
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Old Feb 7, 22, 2:32 pm
  #64  
 
Join Date: Mar 2014
Posts: 197
Originally Posted by AndyKehn View Post
If I search IAD-SOF on 5/23 one of the results is IAD-MUC (LH106) on First and MUC-SOF (LH 1702). But I cant replicate this flight anywhere with united or aeroplan. LH106 is not even a real flight. Anyone knows whats going on?
right now generous cancellation policy, maybe if you really want that flight you can book it, and plug in the record locator on the LH website and see if you have a ticket number. this way you're guaranteed to fly to your destination?
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Old Feb 7, 22, 4:17 pm
  #65  
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Programs: former Olympic Airways Gold (yeah - still proud of that!)
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Originally Posted by AndyKehn View Post
If I search IAD-SOF on 5/23 one of the results is IAD-MUC (LH106) on First and MUC-SOF (LH 1702). But I cant replicate this flight anywhere with united or aeroplan. LH106 is not even a real flight. Anyone knows whats going on?
Something odd with thatÖ LH F isnít normally available to partners until 30 or 15 days prior to departure. Looks like the LH419 on that day (610p departure) is scheduled for a 748 with F. Was that the time listed on LM with F?
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Old Feb 7, 22, 8:05 pm
  #66  
 
Join Date: Feb 2001
Programs: IHG Plat, Hilton Gold, Accor Gold, Marriott Silver
Posts: 4,102
It seems that Lifemiles has lost all Thai Airways availability in business class.

e.g. BKK-TPE on Mar 2. UA MP shows both ET and TG availability in both classes. LM shows ET properly but TG in Y only.
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Old Feb 7, 22, 10:37 pm
  #67  
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Aeroplan also has issues though... they are only displaying TG flights 3 months in advance, whereas UA is showing them much further than that. There seems to be wide variability for TG across star partners.
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Old Feb 8, 22, 5:28 am
  #68  
 
Join Date: Feb 2001
Programs: IHG Plat, Hilton Gold, Accor Gold, Marriott Silver
Posts: 4,102
Originally Posted by LHR/MEL/Europe FF View Post
Aeroplan also has issues though... they are only displaying TG flights 3 months in advance, whereas UA is showing them much further than that. There seems to be wide variability for TG across star partners.
TG started only offering premium cabin awards to partners on long haul routes within 3 months before the pandemic, so that might relate to Aeroplan's situation. However, I'm talking about all routes of all distances, even within a month.
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Old Feb 12, 22, 2:43 am
  #69  
 
Join Date: Nov 2018
Location: San Francisco
Programs: DL
Posts: 400
Iíve seen it mentioned in this thread but nothing direct from experience ó can I change my LH J award to be an LH F award without potentially losing my ticket? Do they allow a proper change of the ticket or will they force me to redeposit, wait, and then rebook? I donít want the chance of losing my ticket completely in just a few days.
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Old Feb 12, 22, 5:10 am
  #70  
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Originally Posted by dlflyer00 View Post
Iíve seen it mentioned in this thread but nothing direct from experience ó can I change my LH J award to be an LH F award without potentially losing my ticket? Do they allow a proper change of the ticket or will they force me to redeposit, wait, and then rebook? I donít want the chance of losing my ticket completely in just a few days.
Itís within the rules to make certain changes, of which cabin class is one. This should be a standard change for $150. I have done this pre-covid.

They will tell you before making any change if this was going to be a cancel, redeposit and rebook.
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Old Feb 12, 22, 5:54 am
  #71  
 
Join Date: Dec 2010
Posts: 29
Hi all,

We just ran into an issue booking an award with LM. Purchased miles which immediately posted in the account but at the last stage of booking the reward following message keeps popping up:"we're sorry! we could not process your request, try again. if the problem persists contact our call center"

This has been going on since yesterday afternoon, already tried Chrome, Safari, Edge, and the LM app on iPhone but the problem stays the same. Any ideas?
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Old Feb 12, 22, 6:07 am
  #72  
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Originally Posted by michhol View Post
Hi all,

We just ran into an issue booking an award with LM. Purchased miles which immediately posted in the account but at the last stage of booking the reward following message keeps popping up:"we're sorry! we could not process your request, try again. if the problem persists contact our call center"

This has been going on since yesterday afternoon, already tried Chrome, Safari, Edge, and the LM app on iPhone but the problem stays the same. Any ideas?
If you can see the award on line you can use the call centre to make the booking for you. Thatís assuming the availability is not phantom (you may wish to confirm the seats are there through say United or Aeroplan).

Even though the website failed there is a small chance you already have a booking or PNR generated by the failed booking attempt. This has been known to happen, and the call centre can sometimes retrieve it for you. If the seats are taken through a PNR, and the call centre canít find it, the seats will usually get released back after 72 hours (sometimes sooner).
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Old Feb 12, 22, 4:13 pm
  #73  
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When using the screenshot method, do you have to have the all the miles available in the account? How long do they hold the award and is it possible to enter CC info and ticket online?
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Old Feb 12, 22, 7:22 pm
  #74  
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Join Date: Mar 2001
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Originally Posted by UA Fan View Post
When using the screenshot method, do you have to have the all the miles available in the account? How long do they hold the award and is it possible to enter CC info and ticket online?
You need to have the minimum points + pay balance in your account… so something like 40 per cent of the miles. If you have more than 40 per cent of the award, they will use whatever balance you have and calculate the remaining $$ required. If you wish to use a different amount of miles you should specify that in the email (so say you had 50% of the miles available, but only wanted to use 40% you should specify that).

Their ‘special team’ will send you an email confirmation and then call you for payment. Can’t be done online.

In terms of holding the award… you’re probably ok for around 36-48 hours. Any longer than that it could auto cancel. They will normally call you within 24 hrs, but if you miss their call you have another 12-24 hours to call them back. (Could be longer but I wouldn’t want to risk it for partner awards.)
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Old Feb 12, 22, 10:16 pm
  #75  
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Originally Posted by LHR/MEL/Europe FF View Post
You need to have the minimum points + pay balance in your account… so something like 40 per cent of the miles. If you have more than 40 per cent of the award, they will use whatever balance you have and calculate the remaining $$ required. If you wish to use a different amount of miles you should specify that in the email (so say you had 50% of the miles available, but only wanted to use 40% you should specify that).

Their ‘special team’ will send you an email confirmation and then call you for payment. Can’t be done online.

In terms of holding the award… you’re probably ok for around 36-48 hours. Any longer than that it could auto cancel. They will normally call you within 24 hrs, but if you miss their call you have another 12-24 hours to call them back. (Could be longer but I wouldn’t want to risk it for partner awards.)
Thanks. Do you know what number they will call from? I usually don't pick up calls not in my contacts.
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