Both me and Mrs MC had a roundtrip with TP: outbound booked in E (no points to be given, not asking for those), inbound booked in J (should credit 200% distance). During online check-in (both flights), the system didn't recognize our *A-G status, despite both of us having our FF# on the BP.

A couple weeks later, no points in our accounts and I tried to retroclaim, getting and error in both cases saying the points were already in our account. We contacted CS and submitted the boarding passes and got the following reply:

"Dear EuroBonus Member, XXXXXXXXX

We regret that we are unable to retroactively register points for our partner flight number/s.

Our partner has confirmed that TP XXX XXjan23 XXXXXX is not valid for accrual of EuroBonus points.

If you disagree with this decision pls send in copy of flight ticket or e-ticket receipt. to our Retro Department, [email protected] , together with this reply.
Ticketnumber/Flightnumber/Bookingclass/Date/To-From and Ticketed Name must be visible.Points are credited to your account according to the rules specified in the EuroBonus Membership Conditions.

For more information about EuroBonus please visit our website

This is a system generated mail ..."


I replied saying (and attached BP and eletronic ticket passanger itnerary receipt):
- flight was booked through TAP website and the ticket issued by them
- flight was paid with cash, not an award flight
- TAP is a Star Alliance member and therefore a partner of SAS
- according to your website, no TAP flights are excluded from earning points, provided the booking class is eligible
- Also from your website, booking classes C, D, J, Z are eligible and accrue 200% points based on flown distance
- Ticket was booked in J class (see TAP eletronic itnerary receipt attached with that exact information. I understand that the class shown in the boarding pass might not reflect the booking class but the one shown in the eletronic itnerary receipt does indeed reflect it.)

24h later, we both received the exact same answer as stated above, and I sent again a new e-mail with the previous info.

The eletronic ticket passanger itnerary receipt clearly states J class in both our cases, FF# is correct, name is corret so I don't understand this entire mess. Has anyone gone through something similar? How was it sorted? We'll have 2 more roundtrips with TAP this year, all in J and I would like to understand where's the problem as I don't really want to go through all of this again.

I've been crediting TAP J to Eurobonus for more than a year now and have never had any issues. Doesn't really help with your problem, but it might reassure you regarding the upcoming all-J roundtrips.

Try writing to Gold support instead of the retroclaim email.

I would try to escalate to the SAS Gold or Diamond email if that�s applicable to you. I had a similar issue with Air China and Shenzhen airlines flight(s). It was difficult but finally could get settled

We've had previous trips crediting without problems, even in Y (when applicable)

I've sent an e-mail to the gold (me) and diamond line (Mrs MC) but no feedback.

The issue might be that the outbound was booked on a non-eligible economy fare and the TP system then derives �outbound wasn�t eligible for *A credits, so inbound can�t be as well�

Which would be a flawed logic. But well�

So, gold and diamond line said they have nothing to do with it, it has to be the retroclaim department to deal with it, since they only deal with SAS flights (!?).

I've sent them all the data and they said they have forwarded the claim to TAP. Apparently, this mess might be caused because our names in the BP don't match to our EB accounts (we have more than just first and last name and when our trips were booked, TA inserted our full name). I've sent a copy of our passports to be verified.

This is more than likely the root cause of the issue.

First time this happened so that went unnoticed. Waiting to see how it's going to be sorted.

Not sure it helps your situation, but I flew last summer ARN-LIS in Y out and in J return. I did have problems getting the online system to accept my SAS EB number, but the gate agents helped me. Weeks after returning there was still no credit in my EB account, but manually retroactively claiming credit was accepted and credited my EB account instantly.

I had a similar problem back then� Flew with turkish airline in a Y class (eco flex) and SAS credited 25% of the miles. I argued and SAS retro team answered that my ticket is the cheapest one so I could only get 25% and this Y stands for Y for economy not a booking class. Then I sent an e-ticket with a booking class and also argued that I clearly know the difference between Y for economy and Y as a booking class. Then an agent answered back that anyway in their system it is not Y so they cannot credit my miles correctly. Then why did they require me to send an e-ticket? I even asked if SAS could credit it correctly if I could get any type of confirmation from TK but SAS said NO. so NO. No one was proactively helping me.

My experience so far has been:
- gold/diamond line saying "none of my business"
- retroclaim department aknowledging our request aos saying they'll ask TAP for the credit and we should wait 14 days
- the following morning after request, we receive an e-mail saying it is denied and if we don't agree we should send our request to retroclaim department

Mrs MC got her points lesse than 24h after a new contact with diamond line (her name was already an exact match to the ticket...)

I needed to send my passport copy and ask for a name change in my account and then ask the gold line to credit the points. A few days later, points got credited.

"Since points earning with partners depend on partners' approval, we cannot give details about why they were denied"...

There is definitely a lot more backend real-time checking of names and FFP account status happening within Star Alliance than used to be the case, and this comes with some problems with getting mileage credit. For example, I was trying to add an A3 frequent flyer number into a UA booking and it wouldn’t take even at check-in. The A3 account number hadn’t been used since probably a 2013 safari trip, so it was probably a shut down account. A new A3 account was opened, and the fresh A3 number got accepted into the booking without issue. [Well, except A3 later wanted to be emailed a bunch of stuff to verify the person’s existence being consistent with the names, date of birth and address on file…. but that’s a story to itself.]. Keep in mind that flying on UA flights requires showing ID to get airside or board UA flights.]

I've just run into the same problem. MXP-LIS-SFO and back, all in J. Three segments credited correctly, one (SFO-LIS) didn't. Retroclaim via form a failure, first attempt via email also a failure. I have now sent the e-ticket, the booking confirmation email and a copy of the boarding pass to the appropriate department - let's see what comes of it.

Maybe a positive experience from my side: Travelled AGP-LIS-TFS and miles credited within one day to my account.
As for the bad news: However, for my two travel companions they were not. Fingers crossed the retro credit will work!