ThankYou Point Airline Transfer Error

Old Feb 9, 19, 4:38 pm
  #1  
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Unable to Transfer ThankYou Points to Airline

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?

Last edited by Traveler56789; Feb 9, 19 at 5:15 pm
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Old Feb 9, 19, 5:53 pm
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Join Date: Jul 2014
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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.
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Old Feb 9, 19, 11:33 pm
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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?
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Old Feb 10, 19, 6:04 am
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Originally Posted by googs185 View Post
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.
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Old Feb 10, 19, 10:50 am
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Originally Posted by Traveler56789 View Post


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?
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Old Feb 10, 19, 10:15 pm
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I transferred from Citi TY points to Jetblue True Blue program last night. Transfer was instantaneous.
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Old Feb 11, 19, 11:16 am
  #7  
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Originally Posted by googs185 View Post


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 View Post
I transferred from Citi TY points to Jetblue True Blue program last night. Transfer was instantaneous.
Thanks for this data point
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Old Feb 13, 19, 4:15 pm
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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.
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Old Feb 14, 19, 11:21 am
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Originally Posted by vincewy View Post
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!!
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Old Feb 15, 19, 6:14 am
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Originally Posted by googs185 View Post
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.
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Old Feb 15, 19, 7:25 am
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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
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Old Feb 28, 19, 6:07 pm
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Originally Posted by Traveler56789 View Post
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.
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Old Mar 2, 19, 8:43 am
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Originally Posted by lewis_saint View Post
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
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Old Mar 16, 19, 9:53 pm
  #14  
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Another data point: still having trouble transferring citi thank you points to Etihad.
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Old Jun 24, 19, 10:59 am
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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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