Miles and More

Dear Miles and More

I was flying premium economy with Brussels Airlines the 7th of November (Flight SN2268) and I have only been granted miles for economy (status miles 989). If I was granted the right amount of status miles I would have received 3953 status miles (I could see that on my return flight). This would have been enough change my frequent flyer status to senator as I am only missing 2%.

I have attached a picture of my receipt for my premium upgrade the 7th november.

Moreover, on your website it says that its possible to convert award miles to status miles, but there's no function to do that.

Br, Nathalie

Miles & More account: [protected]

Status: Frequent Traveller

Name: Ricardo Massaki Yoshinaga

Flight details: 11.10.2022 SOFIA-WIEN OS 796 Economy Class W

Ticket Number: [protected]

Tried twice to apply for missing miles but been rejected. See attached photo from Mileage account.

Attached also my boarding pass.

Tried also to edit my name to be inline with boarding pass --> YOSHINAGA/RICARDOMASSKI but seems that it is not possible.

Tried also to find way how to send a messagewithin the Miles & More web page but also could not find.

Found this form via searching online outside Miles & More web page.

Called on 1 Sep 2022, at approximately 15:05, to the German M&M telephone number. After waiting for a service rep to answer (about 5 minutes, not bad) I asked him, in German, if he could speak English. No response, he just hung up. That is, auf Deutsch, eine Frechheit! Additionally, the "Press 2 for English" automatically disconnects the call. I am not impressed.

I’ve been going round in circles trying to claim miles for 2 flights.

Keep getting a message that my name isn’t on the flight list.

I have called the so called support line numerous times.

Please can someone look into this.

I was definitely on these flights!

Flight No : TP 6681

Date : 01.03.22

From : Porto

To : Frankfurt

Ticket No : 047 [protected]

Booking Ref : PZ4635

Flight No : TP 6682

Date : 05.03.22

From : Frankfurt

To. : Porto

Ticket No: 047 [protected]

Booking Ref: LUESLP

I have been trying to get mileage credit for a flight LHR-FRA-SIN-FRA-LHR (Ticket No [protected]) in February. Lufthansa refuses to give me the credit because the name on my service card gives my initials whereas my ticket gives my first name despite giving my service card number at the time of booking.

I have send Customer service numerous emails with copies of both my flight coupons and passport. After several hours of telephone calls to the service centre I have also tried to change my profile from initials to first name on my service card without success. I have tried also to this on the M & M website but having filled all the required boxes it refuses to "send". The latest Lufthansa customer service reference is 1GA-65F-2GL.

I need the points to be able to obtain a Business ticket in `December to accompany my wife who is already ticketed. Lufthansa could not be more unhelpful and may well tell me the flight is full by the time they get round to settling this matter.

My name is Mr.Alfonso Di Giovanni with miles&more card Num.[protected].

I live in Estonia and with my miles I have booked a flight Tallinn-Naples for the 23th of July 2022 and Naples-Tallinn for the 2th of September 2022.Well, for an health' problem l need to cancel this flight for now, but after days trying it has been impossible! Your web site continues to send me to Lufthansa office here in Tallinn saying that they can do it but, after many attempts continue to tell me that they cannot do it but l need to call in Germany and speak with Miles7more team there...I do not understand why l need to spend much money for something that is my right to do, simply it is a nightmare!~!My booking code is:

PHJMCQ and l want to cancel this flight really hoping in a prompt a quick solution of this problem. Thank you for your help and waiting for your answer.

Mr.Alfonso Di Giovanni

My email is: [protected]@yahoo.com

I am unable to login into miles and more. My service card number [protected]. Have attached an image of the card and a screenshot of what i see when I try to ask for a new PIN.

Good afternoon,

I want to make a claim related to the expiration of my miles.
I found a few days ago an e-mail in my spams saying that my +228'000 will expire at the end of March 2022 ! What a surprise.
I am pretty sure that there was no expiration date communicated to me recently, at least not in the last 2 years, and since this time with the COVID crisis, you can imagine that I didn't have any opportunity to review potential change in regard with my miles.
I find very rude & not very respectful in the current COVID crisis to set up such short term expiration date with poor or no communication !
The problem is also that I don't know how an expiration date came out of the blue and I don't have traceability on how it happened.
First, I am requesting that you remove the expiration date for all my +228'000 miles, or at minimum that you give me at least 3 years to spend them.
Also, in accordance with GDPR, I am formally requesting that you send to me the written trace of ALL events which happened to my miles (addition, status change, set UP of an expiration date, all communications sent to me about those évents, etc...).
I am looking forward for your prompt reply.
My membership number is [protected], I am member for more than 20 years.

Regards

Christian Boutillier

+[protected]

I was trying to book a flight from Krakow, Poland to San Jose, Costa Rica using my reward miles (am in Senator program). spent 49 min with 1 consultant who at the end of the conversation disconnected me as he was not able to find any flights. Next call lasted for 19 minutes - I was put on hold for 10 minutes and the consultant was not responding to any of my questions (are you there? have you found anything?) and then disconnected me. He took my number but did not call back. Lastly I spoke to a lady (another 15 min) who wasn't helpful either as couldn't find any flights between Feb 11 and March 11 - I need just 2 places in Business class to San Jose. These award points seems to be useless if I cannot get a flight with so much flexibility on the dates . Very disappointing. I feel disrespected and discriminated!

Since 15 November 2021, I am waiting to get 165'000 Miles refunded in the form of Manor Gift cards. I made the request on your Internet platform.

On 15th of December 2021 I called ‭[protected]‬ and was assured of a prompt reply but never heard back.

15.12.21, I followed up by telephone to Miles and More but never heard back from you.

Please settle quickly

I had a flight from JFK airport to Cairo airport, on November 21st, 2021, on Egyptair, partner of Miles & More program. But Miles and More refused to credit that flight to my mileage account of Miles & More, for no reason.

This is regarding the reservation QRDTYV. This was return booking from Paris to Frankfurt. As we (me, my husband and my 6months baby) were coming from Canada, Paris to frankfurt was my connecting flight on 21st Aug'21. We could not board this leg of journey due to delay in originating flight from Canada. I tried to contact Lufthanasa but could not get through. I sent them a note explaining the whole situation. I did not receive any acknowledgement from them.
I had our return flight booked on 10th Sept'21 which got cancelled as we couldnt board the original flight on 21st Aug but nobody bothered to inform me. I tried to contact Lufthansa airlines hundreds of times but kept me on hold for several hours. After Multiple tries, one fine day I got hold of their customer service and explained my situation. after talking to her for several minutes, the call got disconnected. This happened not only once but many times.
Finally on 7th Sept, my call was answered by a rep named "Rhoda" and explained her the whole situation. She consulted her supervisor and confirmed me that my return ticket will be reinstated without any additional cost. Now I was able to see this booking in my account.
On 9th Sept'21, I loggedin to do webcheckin but to my surprise I couldnot do so. Again I tried to contact customer support but no luck. I was on hold for several hours.
On 10th Sept, we reached Frankfurt airport and on the checkin counter, we were told that we do not have any reservation. I tried to explain the officer that we had spoken to your customer service and our ticket was reinstated but he ddnt help. He asked us to run to Lufthansa Reservation Center at the airport to check with them. When we reached there, there was already a long queue. All passengers were compaining, frustrated because of one or the other reason. There was no one to prioroitise the requests based on flight time. no choice except queueing up.
Finally we were called by their Supervisor "Mr. Alexander Wilhelm Hortz" - the most unprofessional, rude person I have ever seen in my whole life.
He was screamimg and shouting at passengers in german, that he is the supervisor here and he can do whatever he wants to do. He was very rude, unpolite and arrogant even to female passengers. He asked us about the issue. When I was explaining him, he said, "Madam! Stop this Blah Blah, I don't have time. Tell me if you need a new ticket." We told him that we have a small baby and flight is in next 45 mins, if you could help us with this current reservation.
He said there is no current reservation, you have to buy new ticket now. As we had no choice, we ended up buying new tickets.
If he is a supervisor, he has more responsibility towards his cutomers. Lufthansa is not known for its customer services but this kind of rude and indecent behaviour is not at all acceptable. We are not travelling for free. If there are no passengers these airline people will not have their jobs. They should be thankful to their customer specially in this pandemic situation and should be more sympathetic and assuring towards their customer service.
Our fight was still not over, after gettign the new tickets, we ran towards the checkin counter. Our baggage was weighed. We were allowed to have 2x23 kgs per passenger. One of the bags was 25 and other was 20kgs but the officer asked us to rearrange our bag. We requested him that we are running late its just 2 kgs over weight in 1 of the bagss whereas in other bag its less.
I have travelled number of times and usually airlines accomodate specially if you are not flying overweight. And if you are travelling with kids/family people are more helpful. But it seems Lufthansa does not believe in customer service.
Even milesandmore members are also treated same way. If you try to contact milesandmore support, via e-mail no body will respond to your e-mail, You may keep following up but doesn't matter. If you are calling them either they will put you on hold for hours and disconnect or will mimick you and disconnect. One of their customer service rep. "Blek" did the same to me. She mimicked me and hung up the phone on me. This is so disrespetful and unacceptable behavior.
Lufthansa customer support doesnot have any empathy towards their customers. They dont care if they loose their customers.
I hope someone will read this and will try to improve their service.

On OCT/15th 2021 I called the Miles & More Customer service number in Luxembourg (my home country) around 2:30PM and waited for 1 hour and 12 minutes in the line without anyone picking up the phone! No voice recording explaining anything nor any possibilities to leave a message! Absolutely NOTHING! This is a disaster and absolute direspect to the Customers.

I have been trying to get in contact with anybody at M&M but your customer service number doesn't work, your so-called HELP page just leads me back to the same customer service that doesn't work, and when I finally do get through, I get cut off as soon as your employees put me pm hold. I have called 26 times over 2 days (22-23 September 2021) to try and cancel ticket after the flight schedule was changed (beyond my control) and simply cannot find any assistance - online or by telephone.Unacceptable. Do better.

This complaint concerns our miles and more award tickets reservation UD9GLT (Olesen Niels and Maryam):
1. This booking was made and confirmed in May
2. On June 2, we received an email informing us that the return flight on July 26th was re-booked on a later flight leaving at 18:00 (LX4705) and if ok for us, we just needed to confirm via the email option, which we did
3. We left as planned on July 18th and arrived in CPH from ZRH
4. On Sunday July 25, I went online to check-in for the return flight, but our booking had disappeared. BUT WE HAD NEVER BEEN INFORMED!
5. I spent 35 minutes on the phone with your customer service in Germany who contacted SAS and confirmed to me that she was able to convince SAS to re-book us on the flight LX4705. We received a confirmation email later that evening from Lufthansa
6. By chance, I re-checked on Monday morning and to my surprise the flight booking had disappeared again WITHOUT INFORMING US!
7. Another 38 minute call with your customer service who re-confirmed that she was able to re-book us on that flight and that we would receive a confirmation email shortly. 2 hours later, still no email confirmation so called again and the consultant checked and said all was ok, it was just taking some time, but we could go to the airport no problem
8. Finally I called again later at 13:09, worried about not getting any email confirmation. The Senior consultant on that call told me there was no way we could get booked on that SAS flight due to an issue with the reservation class! Different information than all the previous consultants I talked with. She offered to re-book us on a Swiss flight leaving the next day, which we agreed to.
In conclusion, we are very upset by the back and forth with conflicting information and if I had not checked, we would have gone to the airport on the 26th (long drive) and would not have been able to fly! Also very upset that between June 2 and July 25th, we never received any information from Miles and More that our return flight had been cancelled! I wasted a very long time and a lot of frustration due to this appalling service from Miles and More. I look forward to your explanations and a compensation for all the time wasted and additional costs incurred (prolongation of car rental by one day and over one hour long distance calls)

Flew AMS>FRA>JFK and tried to claim retrospective credit for Miles & More scheme.

1. They credited me for the second leg of the journey
2. They said that I was not on the passenger list for the first leg even though I submitted a boarding card
3. They do not have a telephone contact
4. Their claim form does not work for the flight date

Every attempt to call head office is disrupted by lost call.

LUFTHANSA is lazy and could not care less

The frequent flyer Miles and More programme is cheating and abusing their customers. I tried to book a flight with miles accumulated three weeks in advance, there were seats available (I checked in advance) but both the programme site and the customer service refused to book the flight telling me there are no seats available, thus forcing me to buy the ticket. I guess they rely on the reputation of the airlines behind miles and more (Austrian in this case) but we shall not let them abuse their customers.

I have a major concern about how our air-miles have been registered. Since we joined Miles and More from Privilege (Brussels Airlines) in Oct 2009 none of our trips have been credited to our accounts. The methods of reclaiming any "lost?" miles by post from Uganda is to say the least difficult. I would like to know what we have to do to claim our miles for the three trips 1/12/2009- 23/4/2010 - 17/8/2010 all return trips Ent to Man UK.
Thanks Ralph and Val Barker

You can buy flight tickets and make use of bonus points via the Lufthansa Miles and More program BUT be careful! Just bought 3 flight tickets for my wife and two children for our summer holliday in Spain; decided to make use of points for my own ticket, which turned out to be bad business for us: Miles and More - on some routes - make use of expensive tickets and claims accordingly tax, meaing that you will be charged extra(besides the used points). In our case I ended up paying must more for the same tiscket as rest of the family and at the same time lost a lot of my bonus points. As a consequens of that - and because Lufthansa will not refund - I have cancelled my membership of Miles And More and I have changed my business travel profil to exclude Lufthansa in the future.

Lufthansas information about the benefits of their "Miles and More" program is wrong. When it gets to a point where they would have to admit this, they just don't answer anymore. Any company that cares about its reputation would try to make it straight if a customer was deceived by their information. Not so Lufthansa or its "Star Alliance Partners". Obviously there is no government agency that regulates frequent flier programs so that Airlines can basically make any kind of promises without having to fear any consequences.

On one occasion I booked a flight with Singapore Airlines that took me over 40 hours because I believed that I would be able to uprade it with my Miles and More miles that were about to expire. Lufthansa explicitly states that Miles and More members are able to upgrade their Singapore Airlines bookings. After I booked the flight it was, sorry - the upgrade is not going through. When I contacted SIA I was told that their flights are not upgradable for Miles and More members, only if it was a Code share flight that was originally booked by Lufthansa. i even have this in writing. When I submitted a copy of their letter to Lufthansa their response was: "We are unable to comment this" A second letter that I submitted to Lufthansa asking them if they don't communicate with their partners has never been answered, that's why I am assuming that my assumption is true. It is very convenient for Lufthansa to say "we cannot tell you in advance if an upgrade is possible, go ahead and book the flight" They make customers believe that Star Alliance is like one big company but if there is any issue that involves two different Star Alliance "partners" then it is "we don't have any control over this, we don't know why you were told this, we don't know why this happened..."

On another occasion I was denied access to a United First Class lounge despite my First Class Lufthansa ticket. Lufthansas website clearly states "A First Class ticket holder has access to any (!) Star Alliance lounge" When I mentioned this to the lounge receptionist the answer was "we don't care about what Lufthansas website says". Again, when I contacted Lufthansa they preferred not to comment this and never answered.