M&M did not re-issuing my award ticket properly

[kanobe1]

ANZEIGE

Sorry for posting in English but I have been a reader here for a while. I really need a suggestion with my issue and I know this is the best place to find M&M expert.

I am a Senator. I booked an award flight with M&M but on TG/OZ planes. The flight was canceled so I spent time finding an alternative flight to the same destination. Luckily, I found a new direct TG flight. I past this to the agent on the phone and they rebook the flight for me. I got a confirmation email said "Booking confirmation" and the flight appear on my app. I went in and selected my seat.

2 weeks later, the flight disappears from the app with out any notification. I go in to the booking and it becomes empty without any flight.

I called and they informed me that the ticketing department did not issue my ticket in time so the ticket is canceled automatically! So, I asked them to fix it as this is not my problem. They denied and asked me to rebook or refund. (There is no availability anymore)! Even this is an issue from their end they denied that they can do anything!

I am so angry and don't what to do next? Any recommendations and anywhere I can escalate this?

Thank you so much!

 

[deralex2985]

Sorry for posting in English but I have been a reader here for a while. I really need a suggestion with my issue and I know this is the best place to find M&M expert.

I am a Senator. I booked an award flight with M&M but on TG/OZ planes. The flight was canceled so I spent time finding an alternative flight to the same destination. Luckily, I found a new direct TG flight. I past this to the agent on the phone and they rebook the flight for me. I got a confirmation email said "Booking confirmation" and the flight appear on my app. I went in and selected my seat.

2 weeks later, the flight disappears from the app with out any notification. I go in to the booking and it becomes empty without any flight.

I called and they informed me that the ticketing department did not issue my ticket in time so the ticket is canceled automatically! So, I asked them to fix it as this is not my problem. They denied and asked me to rebook or refund. (There is no availability anymore)! Even this is an issue from their end they denied that they can do anything!

I am so angry and don't what to do next? Any recommendations and anywhere I can escalate this?

Thank you so much!

HUACA, hang up,call again or ask for supervisor

 

[TrickMcDave]

Sorry for posting in English but I have been a reader here for a while. I really need a suggestion with my issue and I know this is the best place to find M&M expert.

I am a Senator. I booked an award flight with M&M but on TG/OZ planes. The flight was canceled so I spent time finding an alternative flight to the same destination. Luckily, I found a new direct TG flight. I past this to the agent on the phone and they rebook the flight for me. I got a confirmation email said "Booking confirmation" and the flight appear on my app. I went in and selected my seat.

2 weeks later, the flight disappears from the app with out any notification. I go in to the booking and it becomes empty without any flight.

I called and they informed me that the ticketing department did not issue my ticket in time so the ticket is canceled automatically! So, I asked them to fix it as this is not my problem. They denied and asked me to rebook or refund. (There is no availability anymore)! Even this is an issue from their end they denied that they can do anything!

I am so angry and don't what to do next? Any recommendations and anywhere I can escalate this?

Thank you so much!

HUACA, hang up,call again or ask for supervisor

Is the alternative you found also an award? If so, HUACA might help.
If not, and that is what I suspect to be the reason for the ticketing to decline issuance, then you are not in a good position. LH schedule change policy permits rebooking for TG/OZ tickets only if there is award availability, i.e. no revenue RBD.

 

[chrini1]

And is the flight originating in the EU or any country that has adopted EU261/04?

 

[330]

I booked an award flight with M&M but on TG/OZ planes

what's the exact routing?

 

[kanobe1]

Is the alternative you found also an award? If so, HUACA might help.
If not, and that is what I suspect to be the reason for the ticketing to decline issuance, then you are not in a good position. LH schedule change policy permits rebooking for TG/OZ tickets only if there is award availability, i.e. no revenue RBD.

Yes, the alternative was an award. Otherwise it was not possible to rebooked. I had an evidence that I was rebooked with an email and the new flight appeared in LH app but then I believe they fail to confirm the ticket to TG 2 weeks later. Then it become a problem.

Beitrag automatisch zusammengeführt: Vor 50 Minuten

And is the flight originating in the EU or any country that has adopted EU261/04?

No unfortunately, non EU airlines between non EU countries.

Beitrag automatisch zusammengeführt: Vor 48 Minuten

what's the exact routing?

BKK-KIX (TG), the original was BKK-ICN-KIX (TG-OZ) but the ICN-KIX was cancelled.

 

[chrini1]

Yes, the alternative was an award. Otherwise it was not possible to rebooked. I had an evidence that I was rebooked with an email and the new flight appeared in LH app but then I believe they fail to confirm the ticket to TG 2 weeks later. Then it become a problem.

Beitrag automatisch zusammengeführt: Vor 50 Minuten

No unfortunately, non EU airlines between non EU countries.

Beitrag automatisch zusammengeführt: Vor 48 Minuten

BKK-KIX (TG), the original was BKK-ICN-KIX (TG-OZ) but the ICN-KIX was cancelled.

Well then you will be up to the mercy of availability.

 

[330]

ANZEIGE

BKK-KIX (TG), the original was BKK-ICN-KIX (TG-OZ) but the ICN-KIX was cancelled.

This is unfortunately one of the cases where M&M really sucks.
My suggestion would be to call either OZ or TG, explain the situation and ask them to open up I-Class availability