Email Us (and give us 6 weeks..)
Nov 5, 2018, 11:34 am
#1
Original Poster
Join Date: Jan 2011
Programs: Hyatt Globalist;Bonvoy Lifetime Titan ; Hilton DIA (amex); AA Plat
Posts: 221
Email Us (and give us 6 weeks..)
Why have they not disabled that feature until they are in a better position to respond quicker?
Sent an email request (from the website) for a basic request in August. Took 5 weeks for a response and they asked for more info ( a sham, they had all they needed).
Chalked it up to the August merger so tried again on 9/22 for a cancelled award stay where the points did not return to my account.
6 weeks later I get this:
What gets me is they want me to reply back? Then wait another 6 weeks to have you request for more info?
Yes, I know I can call, but just don't want to set aside 45 mins for that. It shouldn't be this hard.
Thanks for allowing me to rant....
Sent an email request (from the website) for a basic request in August. Took 5 weeks for a response and they asked for more info ( a sham, they had all they needed).
Chalked it up to the August merger so tried again on 9/22 for a cancelled award stay where the points did not return to my account.
6 weeks later I get this:
What gets me is they want me to reply back? Then wait another 6 weeks to have you request for more info?
Yes, I know I can call, but just don't want to set aside 45 mins for that. It shouldn't be this hard.
Thanks for allowing me to rant....
Last edited by I 40; Nov 5, 2018 at 4:51 pm Reason: Removal of image containing employee name
Nov 5, 2018, 12:34 pm
#2
Join Date: Feb 2000
Location: Pittsburgh
Programs: Whoever Has the Best Bonus
Posts: 5,183
It is weird because I emailed about some missing points. Six weeks later I get an email saying 'We think we resolved all open issues so if you still have an open issue email us again'. Of course, my issue wasn't resolved so I emailed them.. then LATER THAT DAY they resolve the issue and the next day the points are in my account. I don't know what twilight zone I was in to get same day fixing of a problem (and it actually being fixed) .. and both times all I did was use their website contact form, nothing special.
So no idea what to say other than try again and hope for better luck of the draw?
So no idea what to say other than try again and hope for better luck of the draw?
Nov 5, 2018, 12:50 pm
#3
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,799
maybe the emails was sent to 1 central office .. got printed there .. then sent to appropriate department by fax 
hence the delay.
so far I only did missing stay request submitted through their website and 1 is resolved within 4 working days and the other took 4 weeks
hence the delay.
so far I only did missing stay request submitted through their website and 1 is resolved within 4 working days and the other took 4 weeks
Nov 5, 2018, 4:53 pm
#4
Original Poster
Join Date: Jan 2011
Programs: Hyatt Globalist;Bonvoy Lifetime Titan ; Hilton DIA (amex); AA Plat
Posts: 221
It is weird because I emailed about some missing points. Six weeks later I get an email saying 'We think we resolved all open issues so if you still have an open issue email us again'. Of course, my issue wasn't resolved so I emailed them.. then LATER THAT DAY they resolve the issue and the next day the points are in my account. I don't know what twilight zone I was in to get same day fixing of a problem (and it actually being fixed) .. and both times all I did was use their website contact form, nothing special.
So no idea what to say other than try again and hope for better luck of the draw?
So no idea what to say other than try again and hope for better luck of the draw?
Nov 5, 2018, 5:33 pm
#5
Join Date: Apr 2004
Programs: AA plt 2 mm, Marriott LTT, HH dia
Posts: 1,215
As I posted in another thread, I got a similar response today after I sent an email in on August 20 in regards to an incorrect status. And my status is still wrong. So some people have waited a lot longer than just 6 weeks.
Nov 5, 2018, 5:56 pm
#6
Original Poster
Join Date: Jan 2011
Programs: Hyatt Globalist;Bonvoy Lifetime Titan ; Hilton DIA (amex); AA Plat
Posts: 221
perhaps this could be a new marketed benefit- emails returned no longer than 6 weeks.
jesting aside, thank you for sharing.
Nov 5, 2018, 6:00 pm
#7
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,368
Would that be a published and guaranteed benefit? Could one claim $100 if it isn't honored, or would doing so require that communication be established before some deadline?
Nov 5, 2018, 8:12 pm
#9
Join Date: Jul 2009
Location: IAH
Programs: Delta Platinum & 2MM, Marriott Lifetime TIT, Hertz Pres Club, IHG Gold, *A Gold
Posts: 1,253
Nov 6, 2018, 12:35 am
#11
FlyerTalk Evangelist
Join Date: Aug 2017
Programs: AS 75K, DL Silver, UA Platinum, Hilton Gold, Hyatt Discoverist, Marriott Platinum + LT Gold
Posts: 10,447
Sent a missing points request right after the merger (because the stay ovelapped the merger).
Got an automatic reply after the submission. Got another reply just the other day they are still working on it.
I have stopped having emotions about all of this debacle.
I also have not had a paid stay since the merger. All redemptions.
Got an automatic reply after the submission. Got another reply just the other day they are still working on it.
I have stopped having emotions about all of this debacle.
I also have not had a paid stay since the merger. All redemptions.
Nov 6, 2018, 2:31 am
#13
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
Why have they not disabled that feature until they are in a better position to respond quicker?
Sent an email request (from the website) for a basic request in August. Took 5 weeks for a response and they asked for more info ( a sham, they had all they needed).
Chalked it up to the August merger so tried again on 9/22 for a cancelled award stay where the points did not return to my account.
6 weeks later I get this:
What gets me is they want me to reply back? Then wait another 6 weeks to have you request for more info?
Yes, I know I can call, but just don't want to set aside 45 mins for that. It shouldn't be this hard.
Thanks for allowing me to rant....
Sent an email request (from the website) for a basic request in August. Took 5 weeks for a response and they asked for more info ( a sham, they had all they needed).
Chalked it up to the August merger so tried again on 9/22 for a cancelled award stay where the points did not return to my account.
6 weeks later I get this:
What gets me is they want me to reply back? Then wait another 6 weeks to have you request for more info?
Yes, I know I can call, but just don't want to set aside 45 mins for that. It shouldn't be this hard.
Thanks for allowing me to rant....
Nov 6, 2018, 4:33 am
#14
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,036
If you have a modern booking system you can associate an email conversation/chat as easily to a booking as you staple a piece of paper to another piece of paper .... if you have different shifts etc. you as a manager need to establish process in which where you have a handover sub process of outstanding issues ... it is certainly not an argument to use fax ... then you are just refusing change ...and/or being lazy
