Asia Miles’s earns a 2.0-star rating from 0 reviews and 27 complaints, showing that the majority of frequent flyers are somewhat dissatisfied with rewards program.
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very poor customer service
I agree. I have been trying to call asia miles for the whole day. I was on hold for 45 minutes with their music on.. and then the line started to become busy. WTH!? I called them again and its been 30mins and no one is still answering. What is this? I am trying to think they are doing this on purpose! I just need to reset my password and email. But they dont even have that option on their website. They dont even show security questions.. Soo annoying!
VERY POOR SERVICE! I AM NOT RIDING CATHAY PACIFIC EVER AGAIN BECAUSE OF THIS! IM NOT EVEN A MEMBER OF THIS COMPLAINTS BOARD BUT BECAUSE OF THIS, I WANT THE REST OF THE FLYERS TO THINK TWICE ABOUT FLYING WITH AIRLINES CONNECTED TO ASIA MILES.
The complaint has been investigated and resolved to the customer’s satisfaction.
Accrual of Mileage
My son has been flying on Cathay Pacific since he was in his nappies. He is now a late teen. On two separate occasions, he took a BA flight from London to HK and return and duly logged his mileage IN prior to boarding. When I checked his statement, I found that the miles had not been logged in. A call to Asia Miles brought forth this amazing response. His "full name" was not on the ticket so therefore the miles were rejected. So his first name and last name is now no longer acceptable because he is flying BA instead of Cathay. We had no problems with this in the past and we are talking an average of 2 flights per year for 14 years. When did they change their policy? No one seems to know. So had I named my son "Krzysztof Andrzej Aurelius Bronislaw Radziwill Barynowski", would I have to put all these names down on his ticket? Surely not? How absurd. My son has already logged in his passport number on his Asia Miles membership form so what is the problem? Well here's the deal. If they make it such a bother just to log your miles in, you give up. Who on earth has this kind of time?
Furthermore, on 1st August 09 Asia Miles increased the cost of renewing your miles from US12 per block of 2, 000 miles to ... wait for it ... US$50 per block of 2, 000 miles. In short, a 4 1/2 time INCREASE in cost for renewing your miles and being a loyal passenger!
You have to hand it to them. They are in the business to diddle you out of your mileage and their loyalty programme does not encourage loyalty. I am a Marco Polo member.
The complaint has been investigated and resolved to the customer’s satisfaction.
Missing miles
Like many people on this website, we can only complain about the poor service of Asia Miles.
We bought E-tickets on internet at BCD Travel, Bremen, Germany. Frankfurt-Madrid-Miami-Santa Cruz (Bolivia) and back Montevideo-Madrid-Frankfurt with Iberia. At the airports the Iberia staff booked the miles on their computers.
As we looked on our Asia Miles account we saw only 3060 miles on it. First we tried to phone Asia Miles one week long... only a computer voice telling that they cannot connect to an operator.
We wrote them a email. They wrote back we have to send the original tickets or the boarding cards. We don't have any tickets because we bought E-Tickets on internet. We threw a few boarding cards away, thinking that we don't need them anymore.
THEY made a mistake and now WE have to prove that we really to took these flights... a bad joke.
After we read all the complaints about Asia Miles, we think that it is better to throw the Asia Miles cards away and stop wasting our time with them...
The complaint has been investigated and resolved to the customer’s satisfaction.
i need you email address please kindly send it, please to hear from u asap, ill send a registration of my boss. thanks a lot.
Poor Customer Service
Asia Miles never ceases to amaze me with their poor quality of service.
Day 1. I called the customer service hotline to discuss an error in my status level. I'm not happy communicating with the person that answered the phone so I ask to speak to her supervisor. She puts me on hold for a long time and comes back and tells me "she" discussed the situation with her supervisor and that the supervisor is too busy to talk to me now and she can't change my status. First of all, I did not ask for "her" to speak with the supervisor but rather I wanted to speak to the supervisor. So I left my name and number and insisted she call me back. NO CALL.
Day 2. Basically the same thing. The supervisor was too busy at the moment so I insisted she call me back this day because no one called me the day before. NO CALL.
Day 3. Similar situation and the supervisor refuses to talk to me because she feels the issue is solved and I'm irate at this point and want to go to their office but they won't tell me where it is. I have never in my life been unable to talk to a supervisor at a call center.
Come on Asia Miles please...
You take your semi-monopoly status in HK for granted.
The complaint has been investigated and resolved to the customer’s satisfaction.
SOOOO BADDDD OMGSS!
WORST CUSTOMER SERVICE EVER! UNLESS THEY FIRE ALL THEIR CURRENT EMPLOYEES IN THE CUSTOMER SERVICE DEPARTMENT, THE COMPANY WILL ONLY GO DOWN HILL FROM HERE!
Asia Miles - RIDICULOUS! Must work on a 'make sure the customer service is appalling so the customers will give up' basis. They have sapped me of energy I can not even be bothered to go into the details. Basically a con.
My partner and I are going through the same grief with Asia Miles - after paying too much for two LAX - Brisbane - LAX tickets with A.M.'s partner airline, Qantas, we are now getting the same song and dance that we somehow bought 'Q' category tickets - which have been rejected by Asia Miles. We bought our tickets through a major North American travel site and NOWHERE - including our e-tickets and boarding passes - is 'Q' mentioned (!) What a scam! We bought these tickets in good faith almost a year prior to departure hoping to collect Asia Miles and could easily have flown ex- Vancouver with Air Canada and collected 15, 000 air miles each. Not only that, but the seat configuration on a Qantas plane - similar to both B.A. and Cathay Pacific - is so tight that it's very uncomfortable and borderline criminal. I had to read my newspaper side saddle and luckily my (also tall) neighbour managed to secure an empty seat 6 rows ahead after complaining to a steward prior to takeoff. Yes, the wine, food and service was good BUT after this we will never fly Qantas again - for we could have flown with Air Canada directly from Vancouver with more leg room and saved $750 plus accrued our air miles. Bah, humbug!
Janos Bergman
Richmond, BC, Canada
I too recetly faced a problem with Asia Miles.
I did not get the reward points because I travel on some ineligible sub class. But this subclass is not mentioned at the time of booking tickets.
Details or on my blog at the following link:
http://thelogofmylife.blogspot.com/2009/06/review-on-asiamiles-rewards-scheme.html
Chandan Malvankar
Asia Miles - Poor Customer Service
Asia Miles has the worse customer service out of all the airline loyalty programs in the world. Their phone system and website are not user friendly at all. I understand they are trying to make their customer to do everything online, but if they are making their website so not user friendly, people will have to end up calling or emailing them. (Oh, there's no email address on their website...)
I tried to change my personal information online but I don't have a PIN. In order to retrieve a PIN I have to submit my membership number and email address. So after entering these info, an error message popped up saying these info doesn't match their database. Ok...Then I saw "send us your queries" for members only. And I thought I could get some help there, but no! Because it's asking for my membership number AND my PIN which I don't have! So I end up calling their 24/7 CS hotline, which I was put on hold for more than twenty minutes. At first I thought maybe they are busy in the weekend perhaps I should call back during the week. But it doesn't matter because even I called early morning weekday there's still no one answer. It's like they purposely put you on hold for a long time so that you will give up eventually. It makes me wonder if anyone really work at their office. Oh, aother funny thing about calling Asia Miles CS hotline is they will ask you to do an optional three minutes customer survey after you spoke to their CS rep. I guess this survey doesn't make much different after all because the customer might have already hung up after a long wait.
It is disappointing to know how poor Asia Miles' customer service is. They need to improve the quality of their service if they want more people to join their program. Now I'm stuck with the online check in because I don't have a PIN. Instead I will have to go to the airport a few hours prior my flight time in order to grab a good seat. It's like back to the 90's...
In order to help your friends or family who have Asia Miles, please give them this email address memberservices@asiamiles.com if they need to email them. But don't expect a fast response. Last time I was trying to login to my account but don't have a PIN and I waited two days for their response. I think there's only two people working for them. Unfortunately in Asia they are the biggest airline loyalty program that's why if you travel a lot in Asia you have to use them to accumulate your mileage. However, if you know you are only going to fly with Cathay Pacific, then I would suggest you to use their own loyalty program, which is the Marco Polo Club. It's something like HK$50 per year membership fee and you get more perks with them when you check in or at the gate. At least they have a separate counter for all club memebers.
I remeber looking up redeeming a flight ticket on Asia Miles too and I think the lowest is 50000 miles from Hong Kong to Asia. From US to China is probably 80000 miles or more. I'm not sure though. I suggest you to get your login and PIN for your account rather than talking those idiots at Asia Miles. It's much more efficient that way. Good Luck.
I redeemed Premium Economy class for both me & my husband 11months (almost a year ahead) way BEFORE my travel dates since my miles were expiring. I was traveling from Bangkok to Milan and coming back from Paris (both trips via Hong Kong as Cathay Pacific doesn't have direct flights from Bangkok).
Routing as follows:
BKK-HK-MILAN
PARIS-HK-BKK
The lady from the Asiamiles call center confirmed that both short legs from BKK-HK and HK-BKK will be on Economy class since the aircraft will not have Premium Economy. It was fair enough so I booked & confirmed all the seats (except for the last short leg HK-BKK that was a seat REQUEST...which was a bit confusing).
Somehow before my travel date Cathay staff called me from Hong Kong to say there has been slight time change and I will be upgraded to business class on the first trip from Bangkok to Hong Kong. It was a good surprise.
I didn't do online checkin at all as I thought all my seats were confirmed, until I was coming back from Paris & they said my last leg from HK-BKK i'll be sitting APART from my husband & both of us will be seated SANDWICHED in between other passengers in the 3-seat-rows! WTH!
I'm like NO THAT's not possible...I've requested certain seats since 11months ago and when booking is open the request should've gone through! After a while they said its fully booked & they couldn't do anything about it at Paris nor at the HK airport so my husband & I just had to bear with it for approximately 3hours (we came to teems with it since it probably was my fault to not do online checkin prior to departure for that HK-BKK trip.)
When i got on the plane, I was in SHOCK to find out that THERE WAS INDEED A PREMIUM ECONOMY CLASS on that particular leg from Hong Kong to Bangkok! I felt CHEATED by the airline for not notifying me at all & DEDUCTED IN FULL ALL MY POINTS as PREMIUM ECONOMY (150, 000 points for 2 passengers), plus my seat request was TOTALLY OVERLOOKED!
And when i asked the ground staff in HK they called to check and the answer was "Your ticket was issued as economy class and YOU AGREEDTHEN with this!"
So if I HAD AGREED on the phone 11months ago with the Asiamiles call center to take Economy class on the two short legs when THEY WERE THE ONE TO INFORM ME that there's NO PREMIUM ECONOMY on that particular flight (eventhough THERE LATER WAS A PREMIUM ECONOMY CLASS), then there's nothing they can do to help because the redemption ticket has already been issued!
I don't think its just and fair to treat your client's like this! Eventhough we booked way in advance they shouldn't have overlooked us like this! Otherwise, whats the point of First Come First Serve? My husband & I won't be using Asiamiles from now on from their indifference to my situation & very harsh way of speaking from the HK Cathay ground staff! Although we didn't purchase the tickets, they should treat us better than being shoved aside from staff to another. We are truly disappointed with the LOW LEVEL of SERVICE & very UNPROFESSIONAL!
My mileage expires October 31st. It is 10/31/15, but its not even midnight here in Los Angeles! I am so furious right now! I can see that my miles have been deducted... I called several times yesterday regarding logging in to my account, no answer! What kind of crappy service is this?! I am so ready to get rid of all my miles and buy cheaper plane tickets.
Does anyone know if I can file complaint to BBB even though they are not on the list? can I file complaint to CX instead? Thanks!
my id is [protected]. i can login few minutes ago. while after i booked a hotel at city garden hongkong and it need a date of birth verification, it went wrong and automatically log out and cant login anymore. it is written that my information for login is not recognised or is different with the record. while i could login 30 minutes ago. for your information, my miles was expired 17minutes ago. it is a scam...
OMG, the worse experience of all, as above, I emailed hundred of times, called by toll free, NO response at all.What kind of airline is this, I think because most of your customers are from HongKong, they don't care, But how about us who are frequent flyers. you have no respect . I waited more than 1/2 hour on the phone to redeem ny expiring miles and they won't even give me an answer. To redeem rewards on their website, is very difficult. I am not finished, I will wage a war, and or complain to the BBB.
Until today, May 2012, nothing is done. I cannot get hold of anybody, i am still on hold as i type this complaint for 2 full hours now. Is Asia Miles HK is filing for bunkruptcy? i better switch now
My account no is1034502792 and my husband no is [protected], since we have move to new address, we haven't recieve your membership cards and pin no. would you please send me as soon as possible, thank you! My telephone no. is [protected] Miss Tong please contact me if you need.
It takes forever to get into them. One biggest and shocking thing happened to me was up to August 30th, 2011 my Asia Mile account was active and when I booked to use my remaining miles August 30th, 2011 it went through, but the next day (August 31st, 2011) I tried to log-in in my account to check status of my booking, it did not make me do it. It says my Account is INACTIVE?. So I phoned RBC where I get Asia Miles as their partner airmiles, Ms. Shirley from RBC told me that my RBC account has nothing to do with what I accummulated for Asia Miles, that, although I canceled my RBC Visa Card - what I earned for Asia Miles is STILL VALID. At the moment I'm on the phone ON HOLD with Asia Miles [protected] for at least 30 minutes already. To earn Asia Miles I PAID interest! Have I just scammed?!
From my past experience, it usually takes more than an hour [call] waiting time. Last September we've got a [redeemed] ticket cancelled, they are supposed to refund me the tax and fuel surcharge. But up to this point, i.e. 8 months later, I am still expecting the $$$. The customer service hotline said they couldn't help! What sort of service is it?
I am a 100% agreed with several complaints that I have read. I am having problem in trying to know how many miles is needed for a round trip ticket from
LAX to PVG for the World Expo which being held in Shanghai till October 2010. For 2-3 days, I was unable to either get through them by phone in HK or
international toll free line, the important thing is our mileage will be expired at the end of August 2010 for about 18000 miles for each of us.
I believe, you do care for your customers, do you? Please give us a call back, my first initial is D and last name is Watanakul. I am sure you have our contact
phone number. Thank you.
I totally with you here. I am having the same problem. I'm trying to contact the customer service but have absolutely no way to get through them. I will probably close down my Asia Miles account (as well as my family's) and switch to other airline loyalty programs pretty soon.
Poor service!
I had my travel wallet stolen. All other travel loyalty programs were pleased to provide replacement cards to encourage my continuing use of their services, except for ASIA MILES, which required a payment of $20 or 2,000 miles to replace my card. (And unlike other programs, production of the card is necessary to claim many rewards or to earn miles.)
Moreover, Asia miles expire regularly even if you are an ongoing, regular earner of the miles. This is in sharp contrast to every other loyalty program that I know of.
Their anti-consumer attitude amazes me. Stay away from Asia Miles. I know I will in the future.
Diana Tulagan of your asiamiles call center in manila, is just about the most unhelpful person. she makes me feel like I am bothering her.
all I wanted was to check flights to London using mileage.
she was unfriendly, impolite, and has no sense of service.
people like her don't belong to your organization as they give asiamiles a bad name.
Extremely terrible customer service. Most of the call center staff are extremely unhelpful and full of attitude. Living in Hong Kong with Cathay having little/to no competition makes it worse. They charge 5 star premium rate but offers inferior product/service/flight food. What a disgrace!
It is impossible to make use of the Asia Miles for trips that are not destined for China. It's a lie. If you try to make a reservation they leave you on the waiting list until you get bored because they lie and they do not tell you that you can not travel with the miles but paying the entire plane ticket
Asia Miles, my membership # [protected], I have sent multiple emails and called the toll free numbers to redeem my flight rewards that are expiring, but you and your customer service is not giving a reply. I wanted to redeem a RT bus ticket and a lounge entree when I am in Hong Kong. 16 000 miles will expire on the 31st of October, Please get in touch with me ASAP about my request.
Thank you.
Josefina Soontit, email hibokhibok@aol.com. I will have a copy of all my communications with you so I have proof of your poor customer service.
Mileage reward never redeemed
Don't trust asia miles reward program, in last six years i could never redeem asia miles , most of my points got lapsed due to time factor. They hardly have any allocation of seats for this reward program, it is a mere scam
Please note that asia miles reward program is attached with flying cathay pacific.
Always get your mileage listed with other programs, but don;t trust this china based airlines.
I called them many times, wrote them many times, tried to redeem award but till today i am not successful, every time their reply is "all flights are booked" even when it is asked few months in advance.
I complained their head office in hongkong-china, but no favorable reply, same answer.
Beware of asiamiles/cathay pacific air mileage program.
not one ever answers the customer service hotline, I waited for 60+ mins
Cathay Pacific and Asia mile website for membership log in had problem since 8/17/2022.
It showed technical problem for weeks now.
Wendy
I claimed my gift in Asiamiles (www.asiamiles.com) program and they said my redeem gift has to be collected in other country which I am not a resident there. This is ridiculous and a trap to us to forfeit my points
They refused to refund the points to me. This is absolutely a rip off.
Overview of Asia Miles complaint handling
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Asia Miles Contacts
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Asia Miles phone numbers+852 27 473 838+852 27 473 838Click up if you have successfully reached Asia Miles by calling +852 27 473 838 phone number 17 17 users reported that they have successfully reached Asia Miles by calling +852 27 473 838 phone number Click down if you have unsuccessfully reached Asia Miles by calling +852 27 473 838 phone number 15 15 users reported that they have UNsuccessfully reached Asia Miles by calling +852 27 473 838 phone number
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Asia Miles emailsmemberservices@asiamiles.com100%Confidence score: 100%Supportmemberprofile@asiamiles.com79%Confidence score: 79%events@asiamiles.com77%Confidence score: 77%
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Asia Miles address1024 Post Box, Tsuen Wan Post Office, Hong Kong
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Asia Miles social media
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Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 30, 2025 - View all Asia Miles contacts
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ASIA MILES IS A BIG PIECE OF ###..EXCUSE THE LANGUAGE BUT THERE IS NO OTHER WAY TO PUT IT! I DON'T KNOW WHY THEY CALL THEMSELVES A COMPANY BECAUSE IT IS ABSOLUTELY THE WORST ORGANIZATION IVE EVER EXPERIENCED. I CALLED CUSTOMER SERVICE AND WAS ON HOLD FOR OVER 2 HRS! THAT IS JUST RIDICULOUS. AND THEN A WOMAN WITH A THICKKKKKKK INDIAN ACCENT ANSWERS ME AND SHE HAS NO IDEA WHAT I'M TALKING ABOUT. WORST OF ALL, SHE CUTS ME OFF WITHIN A MINUTE! WHAT KIND OF CUSTOMER SERVICE IS THIS. THIS COMPANY IS A COMPLETE SCAM AND WASTE OF YOUR TIME! FOR THOSE PEOPLE USING THIS REWARD PROGRAM, I SUGGEST YOU REDEEM YOUR POINTS AND LEAVE ASAP BECAUSE YOU WILL REGRET STAYING BIG TIME! ABSOLUTELY GARBAGE!