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: Gestern um 10:57

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: Gestern um 10:59

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: Gestern um 10:57

No unfortunately, non EU airlines between non EU countries.

Beitrag automatisch zusammengeführt: Gestern um 10:59

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]

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

 

[kanobe1]

What I dont understand is why M&M is not taking responsibility since they mess up the re-issuing of the ticket.

 

[chrini1]

What I dont understand is why M&M is not taking responsibility since they mess up the re-issuing of the ticket.

They likely did not mess anything up. Very likely at the time of re-ticketing (thats not done real time), there was simply no availability in I class. Then the ticketing desk has no choice according to the rules provided.
If this would have been on any LHG Airline our with EU touchpoint the situation would be very much different.

 

[kanobe1]

So basically, availability of class I was gone before they can re-issuing the ticket? Like someone else took the slots at the same time and issued the the ticket before LH can issue the ticket?

 

[marcus67]

So basically, availability of class I was gone before they can re-issuing the ticket? Like someone else took the slots at the same time and issued the the ticket before LH can issue the ticket?

The availability of booking classes always changes. They might have removed the I seats because they thought they could sell them for cash as well.

 

[DUSZRH]

So basically, availability of class I was gone before they can re-issuing the ticket? Like someone else took the slots at the same time and issued the the ticket before LH can issue the ticket?

LH has a ticketing desk, which issues the ticket. There is a time frame between reserving and re issuing. It’s always important in such cases to push for the priority queue.

 

[chrini1]

LH has a ticketing desk, which issues the ticket. There is a time frame between reserving and re issuing. It’s always important in such cases to push for the priority queue.

Which you will not get unless the flight is very soon.

 

[kanobe1]

Thanks for all the recommendation. I have no choice due to limited availability and time constraints but to make a full refund and rebook to another destination near by.

 

[chrini1]

ANZEIGE

Thanks for all the recommendation. I have no choice due to limited availability and time constraints but to make a full refund and rebook to another destination near by.

There are multiple connections available on pay tickets for 550-650 EUR on that relation.