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

Old Jan 17, 2022, 5:12 pm
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: italdesign
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] (invalid as of July 2022)
[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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Lifemiles serious booking problems - Beware (from January 2022 onwards)

Old Jun 16, 2024, 11:41 am
  #901  
 
Join Date: Jun 2022
Location: HAM
Programs: AY, Accor, Hilton - Gold
Posts: 417
Originally Posted by tr3k
Is anyone else having problems accessing the lifemiles site? I am getting an "error has occurred" after logging in. Tried every possible browser, cleared cookies - nothing. It does work from the iphone app, but using the app is pretty inconvenient.

P.S. And now the app stopped working - shows login screen instead of the date selection, then generic error.
same for me for 2 days....
Super weird. I thought this was just a minor glitch that will get corrected promptly, but no..
Compliment is offline  
Old Jun 19, 2024, 4:00 am
  #902  
 
Join Date: Jun 2022
Location: HAM
Programs: AY, Accor, Hilton - Gold
Posts: 417
The problem is still there. No chance to get into the account, doesn't matter the browser or device for more than a week now. What's up with that?
Compliment is offline  
Old Jun 19, 2024, 4:40 am
  #903  
 
Join Date: Mar 2008
Location: used to be PER, now it's nowhere/eveywhere
Programs: QFF NB, AA GLD
Posts: 3,520
Just a counter-point to the above:

On Monday I had no problem logging in and making a redemption booking. All worked flawlessly.

Running on Windows 11 and MS Edge
aquanine likes this.
pandaperth is offline  
Old Jun 19, 2024, 8:07 am
  #904  
 
Join Date: Jan 2010
Programs: UA, AS
Posts: 2,418
Originally Posted by Compliment
The problem is still there. No chance to get into the account, doesn't matter the browser or device for more than a week now. What's up with that?
Have you tried clearing cookies on your browsers? Disabling ad blocker? Antivirus? Using incognito mode? Putting in a support request online?
skimthetrees is offline  
Old Jun 19, 2024, 6:20 pm
  #905  
 
Join Date: Jan 2019
Posts: 17


does anyone know if these are business class seats? is it even possible to book the first one?
Dudex is offline  
Old Jun 21, 2024, 2:58 am
  #906  
 
Join Date: Jul 2014
Location: Australia
Programs: KrisFlyer, AA, Qantas, SPG, Marriott
Posts: 595
Originally Posted by skimthetrees
Have you tried clearing cookies on your browsers? Disabling ad blocker? Antivirus? Using incognito mode? Putting in a support request online?
I don't know if anyone else has had this issue but I've sent 3 emails to the support email shown on the 'An Error Just Occured' screen - no responses whatsoever.
jubbing is offline  
Old Jun 21, 2024, 5:25 am
  #907  
 
Join Date: Mar 2015
Posts: 176
Originally Posted by jubbing
I don't know if anyone else has had this issue but I've sent 3 emails to the support email shown on the 'An Error Just Occured' screen - no responses whatsoever.
Yes. I transferred some miles yesterday. When I went to redeem a flight, LM tacked on $1000 in YQ on my NA to EU flight, too ... hard pass. Tried several more times but the YQ continued to show up then the whole site went down. As of today, I can select flights but when I attempt to finalize (i.e., see the final price after selecting the traveler), I got the error shown above.
briancw80 is offline  
Old Jun 21, 2024, 8:28 am
  #908  
 
Join Date: Dec 2023
Posts: 3
Originally Posted by briancw80
Yes. I transferred some miles yesterday. When I went to redeem a flight, LM tacked on $1000 in YQ on my NA to EU flight, too ... hard pass. Tried several more times but the YQ continued to show up then the whole site went down. As of today, I can select flights but when I attempt to finalize (i.e., see the final price after selecting the traveler), I got the error shown above.
I am having the same issue! I'm confused about the YQ charge. I have been scouting out a flight from NRT-EWR that was 47000 LM + $47, and that same flight is now 47000 LM + $289. Apparently they are starting to charge YQ fees as of today?
jorwilliams7 is offline  
Old Jun 21, 2024, 9:30 pm
  #909  
 
Join Date: May 2004
Location: SIN (LEJ once a year)
Programs: SQ, LH, BA, IHG Diamond AMB, HH Gold, SLH Indulged, Accor Gold, Hyatt Discoverist
Posts: 7,903
If LM were to start charging YQ that would flip the whole value proposition on its head. Then it may only make sense in very select cases. Why put up with the crappy website and super flakey availability when there is no value to be had.

We shall see, I hope it's a fluke. Glad I'm down to 6k miles for the moment.
pandaperth likes this.

Last edited by demue; Jun 21, 2024 at 9:39 pm
demue is offline  
Old Jun 22, 2024, 9:02 am
  #910  
 
Join Date: Aug 2014
Posts: 3,798
Originally Posted by warehouse341
Curious on others recent experience. I spoke to multiple agents and they informed me that lifemiles has change their policy to a max layover being 12 hours. Last fall I was able to manual book under 24 layovers but this no longer seems to be the case.

Anyone else find similar or still able to book longer layovers?
Yikes, thanks for the datapoint. Haven't been able to confirm yet because I've been having trouble even getting searches to work but I'll keep in mind.
iluvdoco is offline  
Old Jun 22, 2024, 12:39 pm
  #911  
 
Join Date: Oct 2010
Location: USA
Programs: DL PM - IC RA - HHonors Gold - Hertz Gold - AA - US - CO - Choice Privileges
Posts: 1,740
Post details of the fees. The conversation is of no value without details.
Attached Images  
view-with-a-room is offline  
Old Jun 22, 2024, 5:01 pm
  #912  
 
Join Date: Jan 2024
Posts: 41
Hi - anyone any idea why NRT-HGH availability does not show up online for NH, when I can see it on united.com? thanks!
onenation1994a is online now  
Old Jun 22, 2024, 6:23 pm
  #913  
 
Join Date: Jan 2010
Programs: UA, AS
Posts: 2,418
Originally Posted by view-with-a-room
Post details of the fees. The conversation is of no value without details.
I checked his results yesterday morning and for the route he specified, NRT-EWR, the YQ results were as he stated for non-stop flights. Connections didn't have the YQ. West coast routes did not have the YQ. So, long story short, I only saw it on one route yesterday and today it's back to normal. I just checked again now and the NRT-EWR YQ is gone so either it was a mistake that LifeMiles corrected in one day, or it was a test for future devaluation that leaked out and got pulled right away. I will entertain guesses.
skimthetrees is offline  
Old Jun 22, 2024, 9:02 pm
  #914  
 
Join Date: May 2004
Location: SIN (LEJ once a year)
Programs: SQ, LH, BA, IHG Diamond AMB, HH Gold, SLH Indulged, Accor Gold, Hyatt Discoverist
Posts: 7,903
I checked some redemptions SE Asia to Europe and it looks normal meaning no YQ. Fingers crossed it stays that way (permanently), else LM is dead.
demue is offline  
Old Jun 23, 2024, 5:48 am
  #915  
 
Join Date: Sep 2007
Location: MAD
Programs: UA, US, AA, Hilton, Marriott, Hyatt
Posts: 376
Hi all - For flights MAD-IAD on LH via FRA, I was getting the YQ problem on Friday (June 21), which appeared at the final screen before paying. On Saturday (June 22), that problem disappeared. Now I can't get to the final screen to pay because after selecting the passenger and proceeding, the message below comes up. I've tested this with MAD-IAD and then all sorts of random cities (IAD-EWR, BOG-MEX, MAD-MUC) and pretty much it won't let me complete a booking. I've tried changing browsers, using incognito mode, rebooting, clearing cookies. Is this a known problem that usually resolves itself, a genuine technical issue they have to fix, an indication that there's really no availability (unlikely since it happens for every city pair I've tried), or perhaps some blocking on my account? Thanks.


ERROR RECEIVED FOR ANY BOOKING ATTEMPTED FROM/TO ANY CITY PAIR:



Last edited by Matthew_DC; Jun 23, 2024 at 7:31 am
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