The Big Win returns - Spring 2014
Aug 18, 2014, 11:09 am
#1636
FlyerTalk Evangelist
Join Date: Jan 2005
Location: home = LAX
Posts: 25,934
Read my experience several posts above (post 1630). I had to involve a supervisor, forward an email they had sent me months earlier (to an email address the supervisor provided), etc, to get it resolved.
This seem to require an interactive process to get it resolved. Email is not interactive. If IHG had online chat sessions, they way Amex does for example, then it might possible to do that way, since chat is interactive. But lacking any other interactive processes at IHG, yes, it seems a phone call (and be prepared for it being a long involved phone call) is necessary.
And, before you call, find any emails you still have about your Big Win (mine was dated Apr 3 of this year and titled "Keep it up" and sent from IHG Rewards Club <[email protected]>, in case that info helps you find yours) and/or make scans of any printouts you made of your Big Win offer page, since you may be asked to send those in the call. (Ie, you'll need to provide documentation on your targeted Big Win offer, since they've already thrown away all their records of it!)
This seem to require an interactive process to get it resolved. Email is not interactive. If IHG had online chat sessions, they way Amex does for example, then it might possible to do that way, since chat is interactive. But lacking any other interactive processes at IHG, yes, it seems a phone call (and be prepared for it being a long involved phone call) is necessary.
And, before you call, find any emails you still have about your Big Win (mine was dated Apr 3 of this year and titled "Keep it up" and sent from IHG Rewards Club <[email protected]>, in case that info helps you find yours) and/or make scans of any printouts you made of your Big Win offer page, since you may be asked to send those in the call. (Ie, you'll need to provide documentation on your targeted Big Win offer, since they've already thrown away all their records of it!)
Aug 19, 2014, 7:59 am
#1637
Join Date: Nov 2011
Location: West Coast, USA
Programs: Skywards Platinum
Posts: 3,747
Read my experience several posts above (post 1630). I had to involve a supervisor, forward an email they had sent me months earlier (to an email address the supervisor provided), etc, to get it resolved.
This seem to require an interactive process to get it resolved. Email is not interactive. If IHG had online chat sessions, they way Amex does for example, then it might possible to do that way, since chat is interactive. But lacking any other interactive processes at IHG, yes, it seems a phone call (and be prepared for it being a long involved phone call) is necessary.
And, before you call, find any emails you still have about your Big Win (mine was dated Apr 3 of this year and titled "Keep it up" and sent from IHG Rewards Club <[email protected]>, in case that info helps you find yours) and/or make scans of any printouts you made of your Big Win offer page, since you may be asked to send those in the call. (Ie, you'll need to provide documentation on your targeted Big Win offer, since they've already thrown away all their records of it!)
This seem to require an interactive process to get it resolved. Email is not interactive. If IHG had online chat sessions, they way Amex does for example, then it might possible to do that way, since chat is interactive. But lacking any other interactive processes at IHG, yes, it seems a phone call (and be prepared for it being a long involved phone call) is necessary.
And, before you call, find any emails you still have about your Big Win (mine was dated Apr 3 of this year and titled "Keep it up" and sent from IHG Rewards Club <[email protected]>, in case that info helps you find yours) and/or make scans of any printouts you made of your Big Win offer page, since you may be asked to send those in the call. (Ie, you'll need to provide documentation on your targeted Big Win offer, since they've already thrown away all their records of it!)
I do very much appreciated you detailing your experience, I made a point of finding the email showing my Big Win points when I originally read your post.
Aug 19, 2014, 4:38 pm
#1638
FlyerTalk Evangelist
Join Date: Jan 2005
Location: home = LAX
Posts: 25,934
Well, based on my experience, you might be able to simplify what I went through. First step would be to try to get to a supervisor as soon as possible, because I'd say the lengthy amount of time I spent with the first-level agent that I first talked to was mostly a waste. Second step you already did, by finding the right email before you call (that took me at least 5 minutes to do while I was on the call!).
The last step (where they do stuff while not on the phone and then call you back later), I don't think you can skip that wait for the call-back, since they have to rummage through your account to see which tasks already posted and which didn't; you can't even see that online for tasks which posted more than 180 days ago, which by now includes all of January and half of February. (Some of my tasks did post that early.)
Otherwise, the complexity depends on which tasks you're missing. Part of my complexity was explaing how the so-called "mobile booking" task had T&Cs that didn't match the short description of the task. If "mobile booking" is not part of your missing tasks (or if it was but you did use the mobile app), yours might be a little simpler for that reason too.
The last step (where they do stuff while not on the phone and then call you back later), I don't think you can skip that wait for the call-back, since they have to rummage through your account to see which tasks already posted and which didn't; you can't even see that online for tasks which posted more than 180 days ago, which by now includes all of January and half of February. (Some of my tasks did post that early.)
Otherwise, the complexity depends on which tasks you're missing. Part of my complexity was explaing how the so-called "mobile booking" task had T&Cs that didn't match the short description of the task. If "mobile booking" is not part of your missing tasks (or if it was but you did use the mobile app), yours might be a little simpler for that reason too.
Last edited by sdsearch; Aug 19, 2014 at 4:44 pm
Aug 22, 2014, 3:05 am
#1639
Join Date: Nov 2011
Location: West Coast, USA
Programs: Skywards Platinum
Posts: 3,747
Well, based on my experience, you might be able to simplify what I went through. First step would be to try to get to a supervisor as soon as possible, because I'd say the lengthy amount of time I spent with the first-level agent that I first talked to was mostly a waste. Second step you already did, by finding the right email before you call (that took me at least 5 minutes to do while I was on the call!).
The last step (where they do stuff while not on the phone and then call you back later), I don't think you can skip that wait for the call-back, since they have to rummage through your account to see which tasks already posted and which didn't; you can't even see that online for tasks which posted more than 180 days ago, which by now includes all of January and half of February. (Some of my tasks did post that early.)
Otherwise, the complexity depends on which tasks you're missing. Part of my complexity was explaing how the so-called "mobile booking" task had T&Cs that didn't match the short description of the task. If "mobile booking" is not part of your missing tasks (or if it was but you did use the mobile app), yours might be a little simpler for that reason too.
The last step (where they do stuff while not on the phone and then call you back later), I don't think you can skip that wait for the call-back, since they have to rummage through your account to see which tasks already posted and which didn't; you can't even see that online for tasks which posted more than 180 days ago, which by now includes all of January and half of February. (Some of my tasks did post that early.)
Otherwise, the complexity depends on which tasks you're missing. Part of my complexity was explaing how the so-called "mobile booking" task had T&Cs that didn't match the short description of the task. If "mobile booking" is not part of your missing tasks (or if it was but you did use the mobile app), yours might be a little simpler for that reason too.
Aug 29, 2014, 12:15 pm
#1640
Join Date: Apr 2013
Location: BRU
Programs: IHG Spire, Club Carlson & Hilton HHonors Gold, Sixt Platinum
Posts: 160
'Soon' is the present now. I'm impatiently waiting for that new promotion. Switching all my September IHG bookings to HHonors if nothing comes up by Friday next week...