Efficient customer service @ MilesAndMore
Mar 14, 2020, 8:37 am
#1
Original Poster
Join Date: Jan 2012
Posts: 38
Efficient customer service @ MilesAndMore
Kudos to Miles and More. No more than 10 minutes (including hold time) to cancel and refund a reward ticket. I would be happy with that kind of service in the best of circumstances.
Mar 15, 2020, 10:29 pm
#4
Join Date: Aug 2004
Location: my heart is on the shores of the north Italian lakes
Programs: LX Senator Lifetime, Relais&Chateaux Club5C, ex ! "Amanjunkie", ex LHW LC, hate chain hotels
Posts: 2,515
The LX (LH group) Senator hotline in Switzerland is very easy to reach at 0200 AM UTC, once a friendly guy from Toronto answered after 3 rings and a second time a competent perfectly German speaking lady from Czechia after about 1 minute hold only. It was not Basel, but still good.
Mar 16, 2020, 1:33 am
#5
Join Date: Aug 2014
Location: London | Sydney
Programs: LH HON, QF CL, SQ TPPS, AF Plat, VS Gold, VA Plat, EK Gold, HH Diamond, WoH Globalist, Marriott Plat
Posts: 1,528
My partner cancelled an Award flight with the SEN line this week. Was engaged the first couple of rings, but then called back (EU daytime) and got a guy in South Africa who cancelled it immediately and proactively said since there had previously been a schedule change that had been accepted he’d even give the points and taxes back with no fees. Happy customer.
Mar 16, 2020, 4:14 am
#7
Join Date: Sep 2018
Location: VIE/BTS
Posts: 975
after few attempts I successfully called to CZ M&M. My flight to LAX is planned on 10th of April but since it's still confirmed, call center suggested to wait until flight will be cancelled otherwise I have to pay 50€ cancel fee. Same flight booked with Aegean already cancelled for free.
Mar 17, 2020, 11:35 pm
#8
Join Date: Oct 2019
Location: Toronto, ON
Programs: Miles&More
Posts: 8
The good thing about M&M award bookings is you can cancel against the fee after a no-show. Can cancel to get taxes and miles up to 2 years after. Revenue tickets are more restrictive after a no show. So when things get better you can refund award tickets.
Mar 18, 2020, 3:59 am
#9
FlyerTalk Evangelist
Join Date: Feb 2002
Location: Montreux CH
Programs: FB Platinum, M&M FTL, BA Blue
Posts: 11,622
Are you sure about this? I thought if you did a no-show you then forfeit the ticket. My understanding was you could not leave tickets unused which have OPEN status.
Mar 18, 2020, 4:29 am
#10
Join Date: Sep 2018
Location: VIE/BTS
Posts: 975
after few attempts I successfully called to CZ M&M. My flight to LAX is planned on 10th of April but since it's still confirmed, call center suggested to wait until flight will be cancelled otherwise I have to pay 50€ cancel fee. Same flight booked with Aegean already cancelled for free.
Mar 18, 2020, 5:00 am
#11
Join Date: Jan 2011
Location: Mike Xray Papa
Programs: LH FF*, A3, EK, CX
Posts: 269
Called Italian SEN line yesterday, was hold for about 5-6 minutes before talking to the operator. In a couple of minutes, have my one way reward ticket canceled for free because LH has already canceled that flight.
The reward miles are back to my account immediately and cash refund should be credited within 7 days, as told.
It was one of the best experience so far with LH SEN line.
The reward miles are back to my account immediately and cash refund should be credited within 7 days, as told.
It was one of the best experience so far with LH SEN line.
Mar 18, 2020, 5:16 am
#12
Join Date: Dec 2017
Location: WAW
Programs: LH SEN *
Posts: 1,153
Mar 18, 2020, 5:55 am
#13
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,174
Mar 18, 2020, 10:04 am
#14
Join Date: Oct 2019
Location: Toronto, ON
Programs: Miles&More
Posts: 8
Thanks, Oliver. If someone calls M&M sometimes an agent has a "revenue ticket" brain and sometimes without thinking or looking will say that it can't be refunded or rebooked. Just ask them to check with helpline or bring up the mileage refund info in the help notes. After two years you don't pay the penalty since you can't get the miles back but the taxes can still be refunded. Revenue tickets usually have the "changes are not permitted in case of no show" inside the rules on the fare basis.
Mar 18, 2020, 10:10 am
#15
Join Date: Oct 2019
Location: Toronto, ON
Programs: Miles&More
Posts: 8
If the miles are expired, when you refund a ticket the miles will go back usually within a couple of minutes or an agent can place you on hold for a ticketing agent to put them back. Those expired miles will be sitting there and you can use them. Usually, they will be given new life and will sit till the end of the next quarter. But, they can drop off. So what we sometimes tell people is to refund the ticket and then take those miles and put them into a new ticket right away.
So if someone has a ticket NYC to FRA and you can't change the cities on a milage ticket... if your needs changed and you need to fly SFO - LHR you simply refund the ticket and in the same phone call buy the SFO - LHR making sure that the mileage space is there. We usually will do the SFO-LHR as a reservation first. Cancel your NYC-FRA ticket (even with expired miles) and when they get put back into the system within 2min or a call to our helpline we then will get you to buy the SFO-LHR. So make sure you do it in the same call (or day) and you won't have an issue.
So if someone has a ticket NYC to FRA and you can't change the cities on a milage ticket... if your needs changed and you need to fly SFO - LHR you simply refund the ticket and in the same phone call buy the SFO - LHR making sure that the mileage space is there. We usually will do the SFO-LHR as a reservation first. Cancel your NYC-FRA ticket (even with expired miles) and when they get put back into the system within 2min or a call to our helpline we then will get you to buy the SFO-LHR. So make sure you do it in the same call (or day) and you won't have an issue.