Award booking - online vs. telephone

Old Jun 11, 11, 10:41 am
  #31  
 
Join Date: Aug 2004
Location: SIN/ZRH (time, not preference)
Programs: UA1K, LH GM, AA EXP
Posts: 30,042
Originally Posted by Lack View Post
Cut of USAir? Reserve more space to M&M POS DE?
That is not point of origin/sale.
weero is offline  
Old Mar 10, 19, 6:28 pm
  #32  
 
Join Date: Oct 2009
Location: SFO
Posts: 477
Miles and More website vs agents availability?

I tried to find a previous thread, please move this if appropriate. Looking on website I see availability CTA-MUC on Condor that phone agents cannot see or book. Likewise on website I see business availability MUC-YVR the agents didn't see. I didn't book online because I wasn't ready, and called in for other questions, was I seeing phantom award space or is there a problem with agents seeing website availability?

thanks
adlibitum is offline  
Old Mar 11, 19, 2:22 am
  #33  
 
Join Date: Jul 2013
Posts: 250
POS - did you call for MUC-YVR in Germany?
MultiFlyer is offline  
Old Mar 11, 19, 6:53 am
  #34  
 
Join Date: Oct 2009
Location: SFO
Posts: 477
Originally Posted by MultiFlyer View Post
POS - did you call for MUC-YVR in Germany?
No, from the US, does it make a difference which call center you reach?
adlibitum is offline  
Old Mar 11, 19, 7:18 am
  #35  
 
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON**,UA,BA.EK Gold,AV.
Posts: 3,613
Originally Posted by adlibitum View Post
No, from the US, does it make a difference which call center you reach?
LH & M&M IT is not in a good place, website is not displaying all availability & agents do have issues seeing what is online
chris63 is online now  
Old Mar 11, 19, 8:09 am
  #36  
 
Join Date: Dec 2016
Location: WAW/BHX
Programs: SQ(*G), A3(*G), LH(*S), SK, BA; Hilton Diamond, Marriott Titanium, IHG Platinum Ambassador
Posts: 1,598
Originally Posted by chris63 View Post


LH & M&M IT is not in a good place, website is not displaying all availability & agents do have issues seeing what is online
I'm actually trying to decide which is worse - M&M IT or Marriott Bonvoy. I think Bonvoy just shades it at the moment (no award availability but bookings for McMurdo station in Antarctica!).
chris63 likes this.
yurtripper is offline  
Old Mar 11, 19, 9:17 am
  #37  
 
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON**,UA,BA.EK Gold,AV.
Posts: 3,613
Originally Posted by yurtripper View Post
I'm actually trying to decide which is worse - M&M IT or Marriott Bonvoy. I think Bonvoy just shades it at the moment (no award availability but bookings for McMurdo station in Antarctica!).
Wow, Marriott must be trying really hard to beat LH / M&L IT to the bottom

I take it Antarctica wasn’t on your wish list...
chris63 is online now  
Old Mar 11, 19, 9:25 am
  #38  
 
Join Date: Dec 2016
Location: WAW/BHX
Programs: SQ(*G), A3(*G), LH(*S), SK, BA; Hilton Diamond, Marriott Titanium, IHG Platinum Ambassador
Posts: 1,598
Originally Posted by chris63 View Post


Wow, Marriott must be trying really hard to beat LH / M&L IT to the bottom

I take it Antarctica wasn’t on your wish list...
McMurdo is all nice and well but the resort fees put me off
chris63 likes this.
yurtripper is offline  
Old Mar 12, 19, 3:02 pm
  #39  
 
Join Date: Mar 2000
Location: HAM
Posts: 2,387
Had a comparable experience - Business availabilty online but if I call to rebook, agents don‘t see availabilty. First time this happens to me...
curt is offline  
Old Mar 16, 19, 5:01 pm
  #40  
 
Join Date: Jul 2011
Posts: 18
Same thing happened to me. I had an LH business itinerary booked as an award, and kept watching for earlier flights on the same day. A better itinerary finally came up (same airports, still all-LH) and called to switch. The agent said she could not see the availability. So I had to cancel it with her, wait tensely for a few hours for the miles to show up in my account and then rebook online - luckily the itinerary I wanted wasn't gone. But not a great way to treat customers.

Separately, LH seems to be doing journey control on awards. I saw business availability LAX-FRA and separately business availability FRA-DME, but could not get the flights to show up in one LAX-FRA-DME itinerary. I called to ask if someone could manually book the complete itinerary - despite seeing all the availability in this case, the agent said Nein!
rcw70 is offline  
Old Mar 16, 19, 9:16 pm
  #41  
 
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON**,UA,BA.EK Gold,AV.
Posts: 3,613
Originally Posted by rcw70 View Post
Separately, LH seems to be doing journey control on awards. I saw business availability LAX-FRA and separately business availability FRA-DME, but could not get the flights to show up in one LAX-FRA-DME itinerary. I called to ask if someone could manually book the complete itinerary - despite seeing all the availability in this case, the agent said Nein!
That’s ridiculous, if they saw it they should have booked it for you.... they have some very poor agents.... always worth calling back in those cases & or ask for a supervisor

I had an agent recently tell me as HON I could not waitlist an award & I was calling the dedicated HON number, asked for Her name & She put the phone down, of course they were able to track Her down since She logged into my account & i’m told She’s being ‘retrained’
chris63 is online now  
Old Mar 16, 19, 10:37 pm
  #42  
 
Join Date: Mar 2008
Location: USA, France
Programs: LH HON, AF/KL Gold; HHilton Diamond; Marriott Gold; GHA Black; IHG Gold; Avis PresClub
Posts: 481
Originally Posted by chris63 View Post


That’s ridiculous, if they saw it they should have booked it for you.... they have some very poor agents.... always worth calling back in those cases & or ask for a supervisor

I had an agent recently tell me as HON I could not waitlist an award & I was calling the dedicated HON number, asked for Her name & She put the phone down, of course they were able to track Her down since She logged into my account & i’m told She’s being ‘retrained’
It's not ridiculous. It's called married segments and is valid for awards, as for paid tickets. That's well known and discussed endless here on the forum. Nothing new. Not a reason to post such a aggressive remark.
athome is offline  
Old Mar 17, 19, 5:53 am
  #43  
 
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON**,UA,BA.EK Gold,AV.
Posts: 3,613
Originally Posted by athome View Post
It's not ridiculous. It's called married segments and is valid for awards, as for paid tickets. That's well known and discussed endless here on the forum. Nothing new. Not a reason to post such a aggressive remark.
If your an M&M member & LH is offering two segments online but they won’t book them for you as one trip IMO it is ridiculous

If you want to defend LH / M&M your entitled to your opinion So am I

Maybe you have much better experiences of the LH HON call centre, recently, than me but nothing in what I posted is aggressive nor would it ever be my intention
chris63 is online now  

Thread Tools
Search this Thread