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FlyerTalk Forums (https://www.flyertalk.com/forum/index.php)
-   Citi | ThankYou Rewards (https://www.flyertalk.com/forum/citi-thankyou-rewards-739/)
-   -   ThankYou Airline or Hotel Transfer Errors (https://www.flyertalk.com/forum/citi-thankyou-rewards/1955469-thankyou-airline-hotel-transfer-errors.html)

Traveler56789 Feb 9, 2019 4:38 pm
ThankYou Airline or Hotel Transfer Errors
 
Has anyone experienced a problem transferring ThankYou points to airline partners recently? For the last couple of days, I’m receiving the following error when transferring to Etihad: ‘When we tried to complete your Points Transfer, we encountered a system error. Please try again or contact Customer Service for help’

I have transferred ThankYou points to Etihad before, so I don’t think it’s an issue with my account. I also spoke to Citi on the phone and they said it’s a system wide issue, but couldn’t confirm if it’s just impacting Etihad, or all of the partner airlines. They also said that it might take a week to fix.

Have others also had problems (or success) transferring to airlines over the last few days?

SudOvest Feb 9, 2019 5:53 pm
I'm not sure, but I initiated a transfer to Turkish Miles and Smiles yesterday at around 1pm and the miles aren't in my Turkish account. On my Thank You account, it says "fulfilled." On most blogs, it says transfers usually occur within one day. I'm wondering if there is a larger issue here.

SudOvest Feb 9, 2019 11:33 pm
Could a middle initial on Citi's end that isn't included on TK Miles and Smiles mess it all up? TK doesn't allow you to put a middle name or initial. If so, what is my recourse?

Traveler56789 Feb 10, 2019 6:04 am
Originally Posted by googs185 (Post 30759868)
Could a middle initial on Citi's end that isn't included on TK Miles and Smiles mess it all up? TK doesn't allow you to put a middle name or initial. If so, what is my recourse?
My understanding is that it won’t let you initiate the transfer unless the name on citi matches the airline program exactly. If it doesn’t match, i think you’ll receive an error and it won’t initiate the transfer. So I think you’re probably ok from that perspective.

SudOvest Feb 10, 2019 10:50 am
Originally Posted by Traveler56789 (Post 30760486)


My understanding is that it won’t let you initiate the transfer unless the name on citi matches the airline program exactly. If it doesn’t match, i think you’ll receive an error and it won’t initiate the transfer. So I think you’re probably ok from that perspective.
So it wouldn’t have even allowed the transfer at all? It wouldn’t have gone to “completed” on Citi’s side do that we’re the case?

happychic Feb 10, 2019 10:15 pm
I transferred from Citi TY points to Jetblue True Blue program last night. Transfer was instantaneous.

Traveler56789 Feb 11, 2019 11:16 am
Originally Posted by googs185 (Post 30761245)


So it wouldn’t have even allowed the transfer at all? It wouldn’t have gone to “completed” on Citi’s side do that we’re the case?
Yes. That's my understanding. I believe that if your name doesn't match exactly, you'll receive an error and won't be able to transfer the points.

Originally Posted by happychic (Post 30763160)
I transferred from Citi TY points to Jetblue True Blue program last night. Transfer was instantaneous.
Thanks for this data point

vincewy Feb 13, 2019 4:15 pm
Anyone thinking about transferring to TK due to their 20% bonus, think again.

Transferred 6K (7.2K M&S) Feb 9th and still hasn't shown up, and I'm not the only one seeing this issue. At the moment M&S is completely messed up as far as mileage accruals, which has been ongoing since Nov last year.

SudOvest Feb 14, 2019 11:21 am
Originally Posted by vincewy (Post 30775334)
Anyone thinking about transferring to TK due to their 20% bonus, think again.

Transferred 6K (7.2K M&S) Feb 9th and still hasn't shown up, and I'm not the only one seeing this issue. At the moment M&S is completely messed up as far as mileage accruals, which has been ongoing since Nov last year.
Thank you for posting this. I was an idiot and transferred 67.5k miles (90k miles) on February 8th without thinking of things that could go wrong with a particular redemption on a particular day in mind. I have a call out to TK as well. I've called them every day, tweeted, submitted their stupid "Feedback forms" and called Citi multiple times. I have the flight on reserve and I've extended it once, but the miles still haven't posted. Have you reached out to them? Will we see these miles in our accounts? I even tried to conference Citi into a call with TK but they yelled an said they can't do that. I'm at wit's end!!

vincewy Feb 15, 2019 6:14 am
Originally Posted by googs185 (Post 30778513)
Thank you for posting this. I was an idiot and transferred 67.5k miles (90k miles) on February 8th without thinking of things that could go wrong with a particular redemption on a particular day in mind. I have a call out to TK as well. I've called them every day, tweeted, submitted their stupid "Feedback forms" and called Citi multiple times. I have the flight on reserve and I've extended it once, but the miles still haven't posted. Have you reached out to them? Will we see these miles in our accounts? I even tried to conference Citi into a call with TK but they yelled an said they can't do that. I'm at wit's end!!
Update, my transaction finally came through, I hope yours too. Now I can transfer my remaining points during the special offer.

Traveler56789 Feb 15, 2019 7:25 am
Thanks for the update everyone. I was never able to transfer from Citi to Etihad (I kept receiving the error described above), so I ultimately decided to use my Amex points for the the flight I was trying to book instead. I'll use my Citi points for something else I guess :(

lewis_saint Feb 28, 2019 6:07 pm
Originally Posted by Traveler56789 (Post 30781862)
Thanks for the update everyone. I was never able to transfer from Citi to Etihad (I kept receiving the error described above), so I ultimately decided to use my Amex points for the the flight I was trying to book instead. I'll use my Citi points for something else I guess :(
According to multiple Citi ThankYou phone agents, this is a known issue that could take 2 months to resolve. The date of when this issue first started is unknown. Agents don't even see Etihad as a transfer partner in their system, so less-trained agents claim that Etihad doesn't exist.

Traveler56789 Mar 2, 2019 8:43 am
Originally Posted by lewis_saint (Post 30833465)
According to multiple Citi ThankYou phone agents, this is a known issue that could take 2 months to resolve. The date of when this issue first started is unknown. Agents don't even see Etihad as a transfer partner in their system, so less-trained agents claim that Etihad doesn't exist.
thank you

zzm Mar 16, 2019 9:53 pm
Another data point: still having trouble transferring citi thank you points to Etihad.

gnomey Jun 24, 2019 10:59 am
i encounter the same error "‘When we tried to complete your Points Transfer, we encountered a system error. Please try again or contact Customer Service for help’" when trying to transfer TYP to Avianca today.

did the issue eventually resolve for you?


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