Matmid/AAdvantage
 

Hi All,

I just got off of a TLV-JFK flight. I noticed on the bottom of my boarding pass under "FQTV" it lists my Matmid account #. I requested the ticket counter agent to change it to my AA #, as had been done in JFK for my outbound segment. I saw her type it in at TLV, but didn't even think to check (especially with all the lines and chaos at TLV last night). I just called El Al but reached a messaging service that told me a rep will call me back. Unusual. Anyway, will it be a hassle to get my ~5,700 miles earned on this flight credited towards my AA account? This is clearly their error.

Thanks in advance.

How was this their error?

As I mentioned, the agent at TLV "changed" it from my Matmid account to my AA account, just as I had requested. However, I noticed after the flight that she "didn't click save" and the miles for my return flight posted to Matmid - my outbound seems correct and should post to AA soon. This is their error since their employee failed to successfully process my request to have the miles credited to AA. I want to know if it is now possible to have them transfer the miles over to AA. I wrote an email and tried calling (that was quite a task on the phone) - going to give it another try tomorrow.

Sorry, I misunderstood. I thought you had requested it in one direction and not in the other as you had assumed it would have been processed on that already. I've had situations like this with other programs and never had them resolved properly. I think you will need to be very persistent.

Send a letter to the CEO and beg him to change it, blaming the employee. I may be wrong but after a flight it is difficult. It happened to me once on Air Canada. I wanted CO on the return and they had put it all on UA and would not change it.

Thanks for the advice. I am certainly being persistent. It is VERY annoying to deal with LY's customer service - both via email and over the phone. It is sad that such a great country's airline's customer service is SO subpar. The generic email response did not even address my issue; over the phone I'm told to contact American Airlines. Obviously, we know where that will go. Anyway, AA does not accept mileage credit requests for LY and a few other airlines online. So, I faxed them a copy of each boarding pass. Hopefully that will do something. If not, I'm going to try emailing AA with my issue and/or calling them. I have the feeling they will send me to LY and that LY keeps sending me back to AA. If all else fails, I like the idea of sending a letter to the CEO of LY. :mad:

An update several months later...
 

It seems that a dissatisfied customer tells 100 people, while a satisfied customer only tells 1, if that. I feel the need to applaud El Al here on FlyerTalk. Almost forgot about this thread, but I had the issue resolved in late October (only a mere ~7 months after my flight). As expected, AA did nothing. I dug up a business card of a contact at El Al and she had my email routed accordingly. After about two weeks, I heard back that the issue had been resolved and a few days later, the miles were all properly posted in AA. It's sad this could not get done through El Al's web site or over the phone, but I am happy. So, thank you, El Al! ^

Thank you for sharing with us the update!

So you never went through with your letter to the CEO?! :D

You feel the need to applaud LY for taking several months to solve a simple mileage issue? :confused:

Comparing them to AA who did nothing, they deserve to be applauded!

Comparing them to most American airlines today, (except DL who it seems would give you however many miles you request of them considering you can never seem to use them,) LY does deserve to be applauded.

Why is it AA's job to fix a record that LY is responsible for? Then to applaud LY for, after several months, fixing a problem that was of their creation in the first place is what I don't understand.

It's not AA's job to fix it, as it's LY's error. However, it's the type of thing, that I believe in general, would not get resolved with most US airlines today. It's more that LY did something which is commendable