Software bug crediting award miles | Systematically to few M&M
Jul 11, 2018, 8:27 am
#16
Join Date: Feb 2016
Programs: MM, EK, HH, etc.
Posts: 381
The whole exercise just seems poorly planned and disastrously executed. What is particularly annoying to me is that their posting of award miles is too intransparent to be verified with reasonable effort, especially for more complex multi-leg routings and tickets which have had subsequent reroutings with fare differences. In my case I could be spending hours doing this, and am quite fed up with the situation. Given that they are in effect short-changing a lot of customers until the post the correct miles, they should at least provide all the information (so revenue data as well) in the posting that is required to reasonably verify the correctness of their calculations. I didn’t get the Mail from them referred to in earlier postings, but that message just shows complete disregard for their passengers: in effect telling us they are doing us a favor by attempting to correcting their own mistakes!? And the message implies the problem may have been sorted as of May 24, whereas the press reports suggest it won’t be before end of July (my last flight with wrong mileage being posted was just a few days back).
I have had quite a lot of flights under the new system, and nearly half of them have posted less than 50% of the award miles I am due, with practically none of these having been corrected. They can’t even get simple one way flights right (in one such simple case I got approx. 25% of the miles I am entitled to...). Some are correct, and some have posted under the old system. I even have the mix and match for flights with the same ticket. There is absolutely no pattern to this. And MM customer service in this connection is a complete disaster (heard from them once after I complained with detailed calculations, and nothing has happened since).
I think they will only come to their senses and get their act together when people start suing them. Which is a real possibility if they do not sort this out within a reasonable time frame (big question is what reasonable is in this case) since they would then seemingly be in violation of their own program rules until then...
Anyway, no way they will revert to the old system because of this, and I very much suspect they will retrospectively also adjust any award miles they mistakenly credited under the old system instead of the new one, so probably safer to use them before that
I have had quite a lot of flights under the new system, and nearly half of them have posted less than 50% of the award miles I am due, with practically none of these having been corrected. They can’t even get simple one way flights right (in one such simple case I got approx. 25% of the miles I am entitled to...). Some are correct, and some have posted under the old system. I even have the mix and match for flights with the same ticket. There is absolutely no pattern to this. And MM customer service in this connection is a complete disaster (heard from them once after I complained with detailed calculations, and nothing has happened since).
I think they will only come to their senses and get their act together when people start suing them. Which is a real possibility if they do not sort this out within a reasonable time frame (big question is what reasonable is in this case) since they would then seemingly be in violation of their own program rules until then...
Anyway, no way they will revert to the old system because of this, and I very much suspect they will retrospectively also adjust any award miles they mistakenly credited under the old system instead of the new one, so probably safer to use them before that
Last edited by Wtravel; Jul 11, 2018 at 8:49 am
Jul 14, 2018, 12:51 am
#17
Join Date: Mar 2015
Location: GVA
Programs: A3 *G, LX *G, AF *S
Posts: 761
I just got a flight (retro-) credited with 54 award miles ! This would equal to a qualifying cost of 54/6 = 9 Euro ...
The ticket wasn‘t expensive (one way flight for around 100 EUR), but I would still reckon that flight price plus qualifying fees are more than 9 EUR ?
Really annoying to go back into the ticket / invoice details...
The ticket wasn‘t expensive (one way flight for around 100 EUR), but I would still reckon that flight price plus qualifying fees are more than 9 EUR ?
Really annoying to go back into the ticket / invoice details...
Jul 14, 2018, 5:20 am
#18
Join Date: Aug 2009
Location: between DM464 and DM463 on the NAPSA26 RNAV TRANS in EDDM
Programs: this and that
Posts: 1,731
It happened again. Corp fare booked via corp TA (IT ticket) MUC-AMS-MUC, outbound Q, inbound U costing north of €500 did yield 2x 222 award miles being credited to my account (under the new system). Which equals to just the €74 of "national rip off surcharge" multiplied by 6.
Jul 14, 2018, 5:45 am
#19
Join Date: Mar 2015
Location: GVA
Programs: A3 *G, LX *G, AF *S
Posts: 761
What's the best way forward ? Complain or wait on their promised auto retro credit ?
Jul 16, 2018, 1:42 pm
#20
Join Date: Jul 2018
Programs: Miles and More
Posts: 1
Unfortunately LH is on its best way to make M&M a very unattractive programme. The last weeks have shown (again) that management cares more for short term profit making than for long term customer satisfaction. I flew six times within the last four weeks, all LH flights within Europe and booked on LH channels. Regardless the price and booking class, I got very little milage (e.g. 48 miles for FRA-MUC). The programme became intransparent and very unattractive to me. Luckily there are more airlines and loyalty programmes I can use!
Jul 16, 2018, 2:59 pm
#21
Join Date: Jul 2015
Location: HAG
Programs: Der 5* FTL
Posts: 8,051
Here is my activity since the switch:
Code:
AMSTERDAM-ZUERICH +92M 125 74% ZUERICH-WIEN +96M 125 77% KOSICE-WIEN +156M 500 31% WIEN-AMSTERDAM +420M 500 84% AMSTERDAM-ZUERICH +116M 500 23% ZUERICH-WARSAW +204M 500 41% WARSAW-MUENCHEN +152M 500 30% MUENCHEN-AMSTERDAM +132M 500 26% Total +1368M 3250 42%