Missing MP Miles/Points
 

Anyone know of a way to get missing UA MP miles (from the Miles + Nights promo) posted? Am missing 4 segments from early September (about 5000 miles/points). Every other flight is posted with a couple (three?) weeks but not these...

When I call HHonors (and sit on hold), they tell me to contact UA. When I call UA MP (and sit on hold briefly!), I am told that the system is automatic and the miles "will show".

Any suggestions? TIA

This has been discussed here a couple of times already (but I can't find the link). It is evident that the process by which UA passes along flight info to Hilton had a glitch that affected flights taken the week of 6 September (I'm missing 4 flights, for 16k miles). I called UA several weeks ago, and they said they would take it up with Hilton via fax (see how being 1K makes a difference?) After waiting for several more weeks, I gave them a call last week. After the obligatory hold to talk to the supervisor, the agent told me that they had sent a fax to Hilton (I hadn't mentioned it) and that they would follow up on it again. I'll give them another week and then call again.

Since there are several FTers in this same situation, we should collectively lean on UA to get this resolved.

Yep, I'm one of those "many" caught up in the "week that wasn't". I too called HHonors, received the same information that they simply posted what UA sent them, and that I should talk with UA. I called UA and they also said they were on it (the missing week), and the miles/points should post soon. So far I haven't seen them. I'll give them a little while longer, though.

Related question: A friend who was not aware of the program but who was/is a Mileage Plus and HHonors member and took flights on United in September and October is now registering for the "mileage plus nghts" program. Anyone know whether the program will give retroactive credit for the flights flown before sign-up? If so, what needs to be done? Has anyone succeeded?

I signed up well after the promo started and had 4 previous flights post retroactively.

Hallo Ladies...

Marvella has been back and forth with UA and HH too....
Here is what Hilton as finally advised:

(email from 11/20/99)

Thank you for your e mail.

In order for our office to have any missing points credited to your account in
conjunction with the United promotion, we will need your flight information
forwarded to our office. You may send a copy of your Mileage Plus statement to
the address or fax number listed below. It may take two to three weeks for the
points to be manually posted to your HHonors account. We do apologize for the
delay in responding to you inquiry.

Best regards,

Edward Sherwood

HHonors Customer Service
PO Box 9003
Addison, TX 75001-9003

Fax# (972) 788-1818

Well I've signed up twice in the last 4 months and haven't had a single flight (over 20) post to my HH account. Anywhere to turn?

I have what I think is a similar question/problem. Although my Hilton online statement shows I received double-dip miles for several stays, UA has yet to post a single one of them. How long does this normally take after a stay? Do I call Hilton or do I call UA? Thanks.

I called Mileage Plus on the matter of the missing Sep flights again. Spoke to an extremely nice and helpful Denise Peel, who checked with a supervisor. After a few minutes, she reported that they could not submit a duplicate flight report to Hilton, but that they would credit me with enough MP miles, such that I could transfer them to HHonors for approximately the missing miles. http://www.flyertalk.com/forum/smile.gif

Today I received a call from a MP supervisor (Misty), who confirmed that they would be posting the miles to my account. Only problem is that the tranfer to Hhonors is done only in 5k mile increments (to 10k Hhonors points). Since I was missing 16k Hhonors points, I settled for 5k MP miles.

I was very surprised to be called by MP. Looks like they are taking this customer care emphasis seriously.

I will also be sending an attaboy certificate (forgot what the official name is) to Denise. If UA could figure out how to clone her...

That is a truly weird solution by Denise.

In the 3 weeks since just before Christmas (which is the last time I checked the web), Hilton has posted 9 UA segments going back to May. Finally!!

I wish that the Hilton web site would list the dates of the flight for which the points are given. I have a lot of United flights, and have a tough time figuring which of the flights have been posted on Hilton and which have not.

Consolidated "Points Posting Problems: Points Missing, Delayed or Not Posting" thread
 

It seems to me that recently there have been alot of errors with Hilton's HHonors system. I recenly stayed at The Palmer House Hilton at full rate, it showed my folio online.. with the charges, but no hilton points. I had to call, and she said "looks like a computer glitch, these happen sometimes". Computer Glitches are bad.. http://www.flyertalk.com/forum/smile.gif Just concerned about the more complicated things such as bonuses, double points, etc.. if they can not get the basics right...

I stayed at a Garden Inn on the 3 December. The points had not posted on the 3 Jan so I called the service center. They sent a request to the hotel for confirmation to post the points. I offered to fax the folio but they said no. I was advised that it would take up to three weeks for the points to post. To see how they respond to email from the web site I sent a request for a status update on the 11th. On the 19th came the reply that it would take another 3 weeks. I replied the same day and have not heard back yet.

It's not worth the effort to track 500 points. It looks like I am going back to Marriott and Hyatt and transfering my HHonors points to DL.

TW

I seem to be having some problems too recently.

I do not know what is worse - Marriot not giving any air/car bonuses or Hilton giving the air/car bonuses but making mistakes. On second thoughts I prefer Hilton.

Recently, I filled out the address change form on the Honors Web Page. I received a reply from Hiltonres email that said. Thank you, please forward your address. This sounds like some kind of glitch.

I consistantly have a problem with the on-line booking bonus. It only posts about half the time.

Two Months since my stay and still no points.
Four weeks since my phone request when I was advised to wait three weeks for the research.

Three weeks since my e-mail request in which the reply said it was being investigated and to wait three additional weeks.

Friday I phoned the service center and spoke to a rep who asked for me to fax the folio.

Folio faxed yesterday morning. Today I spoke to the same rep who said that it takes a couple of days for them to deliver the faxes from "upstairs" so he did not have it yet, but he would go "upstairs" late this afternoon to see if it had arrived yet.

All this for 500 points? NOT worth it.

TW

This afternoon I received a reply to my e-mail of the 21 January.

"Thank you for your email.

I do understand your frustration, in attempting to get your stay posted.

I have added 2,000 HHonors points to your account for the inconvenience. We are
still waiting for a response from the hotel, however, if you would not mind,
please forward a copy of your hotel bill, so that we may bring your account up
to date."

I called the rep at HHorrors and he now had my ax and said would get the stay posted after 06:00 CST today.

Lets see what happens.

TW

[This message has been edited by Tolarian Wind (edited 02-01-2000).]

I generally find my points at North American properties post quickly. Just make sure all the right numbers are printed at the bottom of your bill before you check out. If there has been any "problem" with their computer system, it is that it records C$ at the same rate as US$, so I am getting more 30% points than I expect.

When I did have a problem last summer with some European promo bonuses being credited properly, I emailed and within a day had a courteous reply leading to a quick resolution of the matter.

And while I did have minor problems updating certain airline partner information using the web, it was resolved quickly.

Where problems really exist is on the booking pages, where the newer Stikis European hotels require a phone call follow-up. Did have problems getting onto the site to make bookings over the weekend, though.

Always found/find HHonors service centre staff to be among the most helpful and efficient, particularly back in the days when you had to pay for the phone call...!

The points finally posted.

Two months from the stay.

The last two individuals involved were most helpful in resolving the issue.

TW

On the other hand, United Bonus points from my flights last week posted within 1-2 days of travel...

On the other, other hand, my husband and I are missing collectively, in our Mutual Fund, over 12,000 points from Mileage Plus Nights, just up to Dec 31. Each program blames the other. I am trying to get them posted by mailing in my account info from Mileage Plus and HHonors to HHonors. With no dates or flight numbers, it is impossible to track down the missing points.

Yep, I'm in the same boat. I registered way back in July, confirmed my participation with both programs in October (I do that for these types of promotions), and have made two dozen flights since then. No HHonors points.

I made several calls today with both programs. You can guess the responses:

Hilton: "You need to call United again and make sure they are sending the flight data."
United: "You need to call Hilton again and make sure they are receiving the flight data."

Since I am not an IT employee for either company, it looks like I am just screwed. Did you get a contact to call and sort it out? Hilton said they will "look into it", which was the response I received back in December when I called previously.

A great way to treat someone who decided to move some hotel business to Hilton for the first time because of this promotion.

Tino,

my husband and I also had problems with some of the MP nights points not posting. I had to call several times starting in December, and finally three of the four missing flights have been posted. I'll just have to call again for the fourth. I think the HHonors accounting system (e.g., no dates or flight #'s) particularly confusing because the majority of our flights is for the same amount of miles (usually HNL-LAX).

It seems to help if you summarize for the HHonors CS how many flights (by mile number) you took on each route since the inception of the promotion (e.g., 2566x6, 2398x4, etc.).

Good luck.

I've seen a number of posts on this topic lately (Mileage plus Nights), and I'm certainly concerned that the process doesn't appear to be working properly. I've already spoken with our customer service and systems teams, and we're investigating why some flights don't appear to be posting correctly, as well as how we can make the customer service process for this promotion easier and more efficient. My apologies for the difficulties some of you have encountered. We'll take the appropriate steps to improve the process, and get this back on track.

Best regards,

Adam Burke
Senior Director, Marketing
Hilton HHonors

[This message has been edited by Adam Burke (edited 02-10-2000).]

Adam,

Great to hear that.. my wife registered for both Hilton and United... and it didnot click over... but they said to wait another 2 weeks.. so we will see...

I still need to find my marriage certificate so I can put her on my one account.. make life easier.

Adam, thanks for being here!!!

Adam, good to hear from you. One suggestion that I would have is to indicate the flight number and date of flight with the bonus points for the Mileage Plus nights. Neither the online account information on the hhonors web site, nor the printed statements mailed have this information. This makes it impossible for me to find out which of my flights have been credited and which have not. It looks like most (if not all) of my flights are being credited, but in the absence of the flight information I will have to wait till the promotion is over to make sure that I got credit for all of my flights.

PG -- Good suggestions. You, and several other FlyerTalkers have asked that we add this information, and we're currently investigating whether our systems will accommodate. Clearly, more information would be better and help make it easier to check on the status of MpN postings. We're trying to get enhanced functionality up as soon as possible.

Regards,

Adam

I have a lot of flights posted but have no way at all of telling which have and which have not. I ordered a statement showing all of them and thought I would check it against my UAL statement.

I guess I could print both off the internet and do it without a statement.

In any event it is a wonderful program and has firmly anchored me with Hilton now that I am accumulating so many points. http://www.flyertalk.com/forum/smile.gif

Punki,

since the HHonors statements have no dates, I have been trying to reconcile them by counting the number of segments w/the same mileage amount (e.g. HNL-LAX = 2556)and comparing that number to the number of flights on my UA statement. I know there should be, say, eight of them, but only seven show, so I call up HHonors. I realize it's probably easier to figure it out if most of your flights are longhaul segments rather than a million Shuttle segments... Good luck to you. http://www.flyertalk.com/forum/smile.gif

Adam,

If you can get the information to post it would be great. Flights that the information is coming from! http://www.flyertalk.com/forum/smile.gif

Thanks for even listening!

Oh, I'm getting sooo tired of having to call HHonors to straighten out missing MP Nights points (this is my eighth attempt for the same flight), waiting 45 minutes on hold, then talking with a rep who makes no sense, asking politely to be switched to a supervisor, being put on hold and then told that the supervisor is in a meeting, and then being promptly disconnected when I try again to explain the simple problem to the inept rep. I'm having deja vu of MCI customer non-service... So now I'm here, on hold again (I positively hate the computer voice that comes on every 35 seconds: "All representatives are assisting other callers...." etc.).
Please tell me that this is a fluke, that it almost never happens, that HHonors CS is actually OK, and I'm just having a bad day...
(A lot of good it does us to be Gold members...)

I'm actually having a problem in the "reverse direction." It's been two months since I redeemed my HH points for AA miles, which still have not posted, and my email to HH cust svc to check into it still goes unanswered.

honu & burkey -- My apologies for the frustration you've experienced trying to get this resolved. Please e-mail me all the relevant information, and I'll make sure we get this taken care of ASAP.

You can reach me at [email protected].

Best regards,

Adam

Thank you Adam. An email is on its way.

Adam,

You came through for me again. You forwarded on my e-mail to you to Stacy and she has taken care of me. Points now posted. And if that weren't good enough, Stacy called me on the phone and explained that she posted the points for my missing flights and she explained to me about the Tails you Win promo. That is what I call service. Thank you so much for the PROMPT service. You are an asset to HHonors and this board.

Baze

Hilton HHonors Points Posting Problems: Points Missing, Delayed or Not Posting
 

Any idea how long it should take to have acct. activity posted from Beijing?

Dorian

Time to posting?
 

Stayed at the Doubletree in mid-town NY two weeks ago - points still haven't showed on my account. When should I get worried?

At the time you make your reservation.

It took over three months to get all my DoubleTree stays credited.

My Doubletree and Embassy Suites stays have been posting faster than regular Hilton stays....usually the day after checkout.

Three months??!! Someone should be flogged.