Missing Miles Accelerator Miles
 

Hi All,

I have just returned from a trip to India. My return flight was BOM-DXB-MAN in F. I chose the return flights according to the most Miles Accelerator bonus miles available, which made me pick EK509 and transit in DXB for near enough 8 hours overnight to connect onto EK17 in the morning.

When i got back to the UK and checked my skywards account, they didnt credit the 7000 miles that I opted in to get!!!

After speaking with the rude lady at the Gold desk in Manchester, Skywards arent prepared to credit these miles even though i opted in for the October Miles Accelerator bonus.

I only keep emails from emirates/skywards that have my ticket details and all other emails are deleted straight away. So that is going against me as i dont have the proof they need to verify that i opted in the the October accelerator.

On the Manage My Booking page it even showed the bonus miles in the Skywards Miles section. The lady at skywards said that "the miles are displayed for informative reasons and does not confirm that you are eligable for them?!?!?!"

Any suggestions as to what i can do???

Just to check because it happened to me:

Was the ticket issued in the same month as in its departure? Or was it issued before?

This ticket was booked in October. I have made 'that' mistake before, so I made sure that it was booked in the same month as the month of travel

Just had the same problem myself. Didn't credit 6,000 miles for a trip to South Africa this month. Booked on line, but the system couldn't "complete" the booking, so I had to get the ticket issued by the reservations center.

Spoke to my local Skywards rep, who said the only thing I could do was to send an email to Dubai explaining the situation. Well, I got a very brusque response saying basically you're getting nothing, so F off (that's how things are in Dubai).

This is quite unacceptable to me. I have become Gold within the space of 6 months and was planning to spend quite a bit of money with Emirates. However, if this is how they treat their frequent flyers, they can get F'd and I will take my business elsewhere. I have told them this, but they couldn't give a rat's a....

So that tells me they are not a company I want to be doing business with...

You are quite right - until they have trouble filling their planes with irregular and new flyers they could not indeed care a "rat's a***". You are not alone in voting with your feet and taking your business elsewhere, certainly you are not the first and will not be the last.

I am one of the first to agree that Emirates (and Skywards) websites are full of errors so things can and will go wrong, but doesn't anyone check what miles are to be awarded (including Accelerator Miles) in MMB when the booking is made, or at least at some point prior to travelling?

OP. I just noticed you did look in MMB so ignore the above. If you did Opt In and get confirmation there will be a copy under "Alerts" in your Skywards account, providing it was one of the last 5 messages they sent you excluding those on service/technical issues.

Well I had quite high expectations of Emirates, and these have proven to be just plain wrong. I was looking for something better than Star Gold (1K with United), and I'm afraid that EK doesn't cut it.

An airline that designs its sytems to effectively defraud its passengers is not what I want. Maybe this is standard practice in Arabic countries, but it's not acceptable to me.

So, bye bye EK...

Arrogant much?

No, realistic...

:rolleyes:

Hey Shayaan,
Did you get anywhere with this.
The same thing has just happened to me after a trip from Australia to the UK.
I was adamant that I had 'opted-in' and they said my account shows no sign of this bonus being activated so no, they are not going to allocated any bonus points.

Johnny

No luck yet. :mad:

Ive had no reply from the email i sent them nearly 3 weeks ago. Its so frustrating that they seem to be blatantly ignoring my request. Im sure they have many complaints to deal with but at least send some acknowledgment that my complaint is being looked into.

It bothers me more that they show the Miles on the Manage My Booking section but dont credit them to your account.

I am not expecting to get the miles but as previous posters have mentioned if there are technical glitches with the skywards/EK website then they should do something about it.

If this is the treatment for a Gold member who flew First Class making a complaint, I can only dare to imagine the wait in response for a non status passenger flying in Y. They may as well not bother!!!

I expected more EK!!! :td::td::td:

If you did Opt In and get confirmation there will be a copy under "Alerts" in your Skywards account, providing it was one of the last 5 messages they sent you excluding those on service/technical issues.

Did you look at this suggestion from post #7 above?

If Manage your booking shows the miles, take a screenshot and send Skywards an email including it as an attachment. I did the same when the tier miles showed up wrongly for one of my bookings, and was credited with 5,000 miles. My original complaint was that the difference in tier miles would hold me back from Silver for next year, but I then made a booking for next month, so that got solved.

@ung1. I have sent them an email with the screen shot of Manage My Booking. Still not heard from them though.

@ft101. I have checked the details in the Alerts part of the skywards website but i have had flown since then and had other transactions with skywards. So the 5 last alerts unfortunatley dont reflect the Miles Accelerator opt-in in question. It doesnt look in my favour. :(

If you purchased the ticket on the Emirates website, you are automatically enrolled for Miles Accelerator.

I purchased through a travel agent. The EK website wasnt showing availability on the dates that I wanted, whereas the travel agent was able to provide the wanted dates. Somehow!!!

Same thing happened to me, There was an error online so I booked it through Emirates office and the miles showed under MYB but they said it won't be credited since it wasn't online or that I didnt opt-in.

Here is what I got from a Skywards CSR, with my email from the webform below.

-----

Dear Mr Hyperacusis,

Thank you for your email regarding the Miles Accelerator promotion miles.

The Miles Accelerator offers a special selection of Emirates flight-specific bonuses across the year, giving members the opportunity to earn more Skywards Miles. Every month a new Miles Accelerator promotion will be published, making it a permanent component of the new Skywards programme.

Please be advised that in order to earn the applicable bonus Miles as per the Miles Accelerator promotion, members must opt-in (register) via our website on www.skywards.com during the promotion month and before departure. All journeys booked and ticketed via emirates.com will automatically earn bonus Miles as per the promotion.

All journeys booked via emirates.com but ticketed offline at the Emirates ticketing office will require the member to opt in via skywards.com prior to travel in order to earn the bonus Miles.
Any changes to your travel dates, segments, cabin class, fare or flight numbers that result in your ticket to be reissued or revalidated, will require the member to opt in again via skywards.com prior to travel in order to earn the applicable bonus Miles if flights in question are eligible as per the promotion.

Upon checking our records, we notice that your ticket 176**********, was issued on 08th September 2010 and was not registered for the promotion.

Kindly be advised that opt-in must occur before travel commences and that the flights booked are eligible flights operated by Emirates, as listed in the Miles Accelerator offer pages on skywards.com.

For all your future activities, we advise you to always quote your membership number while booking your flights and at check-in to enable you to obtain your Miles.

Thank you for your support of Emirates and we look forward to welcoming you back on board.

Yours sincerely,


Sameera Hakim
Skywards Member Services


On 07/12/10 02:00, ***@***.com wrote:
> Skywards Feedback
>
> Feedback details:
> I am writing regarding missing miles from the Miles Accelerator promotion.
> I had flown IAH-BOM in October 2010, and not received any of the Miles
> Accelerator related bonuses for this itinerary, even though they were
> visible in the Manage My Booking section of the website. Please credit the
> miles to my account accordingly.
> Client No:-00123456789
> Client Name:-Hyperacusis
> Client Tier:-GOLD
> Client Date/Time:-06/12/2010

Similar Experience with Mileage Accelerator
 

They really need to fix the ambiguities on their website regarding mileage accelerator, at this rate it seems as if they are purposely trying to cause confusion - given the other comments on this board and my experience with them

I had sent them this message and got a very generic reply. As if the content of my message had not even been read. Really the first disappointing experience I've had with their customer service, normally they are quite responsive and attentive.

The language on Emirates.com (see below) suggests it does not matter where you buy your ticket as long as it is booked on Emirates.com. The booking confirmation also had the information that this ticket was being picked up at the city office and yet it still reflected the accelerator bonus.

You should have this language altered on your website and modify the mileage amount reflecting on the booking confirmation email to avoid confusion your loyal customers.

http://www.emirates.com/in/English/d...celerator.aspx

The Miles Accelerator enables you to earn more Skywards Miles when you fly with Emirates, irrespective of the fare you pay or where you buy your ticket.
Offering a wide range of Emirates flight bonuses throughout the year, the Miles Accelerator allows you to plan your journeys to maximise the number of Skywards Miles you earn.
All flights booked through emirates.com automatically qualify for the Miles Accelerator bonus. Alternatively, to view our monthly offers, and qualify for the bonus Skywards Miles, please visit Skywards.com using your Skywards login details and opt-in for the Miles Accelerator bonus.

Interesting question from an EK silver.

As it turned out, Skywards did credit me with the miles in the end, because they could see the potential earnings (I did point this out to them in an email).

If you have a problem with that, just check my profile.

:rolleyes::rolleyes::rolleyes:

I wonder what status has to do with your stereotyping of Arab countries. The fact that you found the need to reply twice to my post doesn't really help your cause.

Hi all,

After waiting over 2 months for a response from Skywards, I decided to send a polite reminder email today.

I also mentioned that there are 6 gold card & 3 silver card holders in my immediate family and the average miles travelled by the gold card holders tops 84,000 miles per year, per member.

I used Grace B's technique by pointing out the potential revenue that they would lose if (my immediate family &) I would take our business else where.

This is the reply I received after a only 2 HOURS!!

Dear Mr SHAYAAN,

Please accept my apologies for the delay in replying to your query.

Kindly be advised that we have now credited the 7000 bonus miles for the Miles Accelerator to your account. Your current balance is ------- miles.

I hope this information is useful to you and thank you for your support of the Skywards programme.

Should you have any further queries please do not hesitate to contact us.

Yours sincerely,

Christine Ritter
Senior Customer Service Agent
Skywards Member Services

So, finally after 2 months, the case is now closed! :)

Question: My outbound is in Dec and my inbound is in Jan. The ticket is issued in Dec. Thus, I will only get the miles acc. only for Dec right?

Potential solution: Can I (i.e. my TA) reissue the ticket during Jan to get the miles credited?

No, if there is a miles acc. for the Jan flight when you book in Dec you will get the bonus miles for it.

Thats good news, but is this officially stated somewhere (T&C)?

See post #18 above for the rules (substitute your month of purchase for the dates there).

Rule 1 (b) purchase and complete issuance of an e-ticket between 1 June and 30 June 2010 (Dubai local time), as per the 'Date of Issue' on the e-ticket receipt.

Well here's a thought, If the inbound leg has a an accelerator promo but after a month of issuing the ticket and after flyingthe outbound leg, then I could reissue the ticket again on a differnt flight and get the bonus miles.

Am I right or is it difficult?

The rules quoted above seem to cover this - it is not permitted.

As I understand the rules, the acc. miles should always be based on the bonuses offered in the original month of purchase. What one could do before the outbound is cancel the ticket and issue a new one if the route now has 5000 bonus miles.

Just checked my statement for a flight I took last week and got the bonus acc. miles when I had bought the ticket back in November.

I think you just have to make sure you opt in for the bonus every month.

This is enough to give anyone pause. I'm now Gold due to a few very long business class flights, and I was thinking about shifting most of my flights to Emirates. But if this is how poorly they treat their top tier customers, I think I might pass!

Just to clarify - I read through the T&Cs of the Miles Accelerator and there's two key points worth noting -

If the ticket number remains the same, ie change is for the same cabin and same fare bucket then bonus applies according to the original month in which it was purchased.

If the ticket number changes, due to higher fare class, different cabin or routing, then bonus applies according to month in which it is re-issued.

There's no case where a flight is ineligible for miles accelerator bonus. The only question is, how does one access past bonuses? When I bought a ticket a couple of months back I didn't note down what the bonuses are for the subsequent 12 months, so I don't know what the bonuses are!

Yes, I agree.

Exactly the issue I'm facing now, didn't note down the MA for my flight in Jan and I didn't receive any bonus miles for all 4 legs of my flight.

So there is no past database to access?

I was thinking about emailing emirates but without any record I highly doubt they would even entertain me based on past experiences of other users.

Just to update my issue, after two months of e-mails I got a call 3 weeks ago and they have credit the miles.