FlyerTalk Forums - Missing Mileage

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- - Missing Mileage (https://www.flyertalk.com/forum/frontier-airlines-frontier-miles-program/1110511-missing-mileage.html)

A week ago Monday, I submitted a missing mileage credit request to EarlyReturns. I took a round trip to Chicago and my inbound flight was not credited to my account. Today (9 days later), I receive the following response from a Loyalty Agent:

"Good to hear from you. We're happy to help. We updated your mileage information as you requested. Your new balance will be reflected online in 48 hours. In the future, you can add your EarlyReturns® mileage program number when you make your flight reservation online. This will help to ensure your account is credited accordingly."

A few thoughts I have:

I know everyone is busy, but it shouldn't take 9 days to respond.
In this day and age of instantaneous technology, 48 hours seems like a long time.
Don't scold a Summit member on how to add their EarlyReturns number when they make flight reservations. My EarlyReturns # was printed on my inbound boarding pass, so clearly, the # was in my record.

Obviously, these are just minor issues (nitpicking) and no big deal. But, F9 has opportunities to improve their loyalty communication. In the end, I'm glad they are happy to help and will update my account accordingly.

Quote:

Originally Posted by Stumblefoot (Post 14382180)

Midwest, now Frontier was notoriously slow to respond to email requests. Things are suppose to get better, we'll see what the future holds.

Quote:

Originally Posted by Stumblefoot (Post 14382180)

A few thoughts I have:

I know everyone is busy, but it shouldn't take 9 days to respond.
In this day and age of instantaneous technology, 48 hours seems like a long time.
Don't scold a Summit member on how to add their EarlyReturns number when they make flight reservations. My EarlyReturns # was printed on my inbound boarding pass, so clearly, the # was in my record.

While I definitely agree that this is an area that Frontier needs to improve and could easily outshine other airlines, they just had to deal with some gigantic storms in MKE so I'm sure their support teams are still recovering from the effects of that. Also, the 48 hour thing is kind of a default IT thing so that when it doesn't happen the very next instant people don't complain further. Depending on how their infrastructure is setup it may take some time for an update on one server to take effect on whatever other servers might need that data.

For whatever the information is worth: When you email WN about missing flight credits, the response and the credits are instantaneous. They have an on-line form to be filled out when credits did not post and they obviously have an internal program to analyse that form and determine whether you flew or not and whether your credits posted or not.

It cannot be that tough, given how horrible the WN IT is.