Avianca "Lifemiles" - Questions and Discussion

[VAG newbie]

re: Avianca "Life Miles" - Questions and Discussion

One of the bugbears of "manual linking" is the return phone call from Avianca to sort out the miles / $$$ components which can come at odd hours (1am, 10am AEST etc...).

I missed their call and did not ring back until 60 min later explaining the situation that I "needed to finalise payment with the specialised department" quoting the new manually issued Booking Reference emailed to me 24 hrs earlier.

To her credit, the CSR understood and acted promptly...... 45 min later everything was done with e-tickets in my INBOX another 20 min later.

I did pre-warn my bank of the impending Avianca LM charges so that may have helped.

It seems to me that we can turn off our phone and call back once we see the missed call if we are busy with work (or sleep).

It's one data point (and for 60 min only).

Is that a reasonable inference or that is too risky with LM ??

It's risky. I wouldn't do it. I'll still keep my phone turned on and if they need to call me at 3am so be it.

LM's CSR are too inconsistent. You and I got lucky with some really sympathetic ones. If you have someone who doesn't care, there is nothing you can do about it.

After my lucky F booking, I wrote an email to LM requesting the "Lifemiles Award Ticket Confirmation" that we normally get immediately after we redeemed online, with flight detail and how much cash we pay. I just needed that for taxation purposes. After I emailed it, on the same night, I got receipts of the $472.08 cash component and another receipt for the $25 booking fee. Then last night I got that redemption confirmation email. So I thought "Wow! What a service!". But then this morning I got another email from LM support telling me that "it is not possible" for them to give me those. They advice me to use the e-ticket for taxation purposes. WTF? They already gave me what I asked then telling me "it is not possible" to do what they have already done? To me it's just like my 6 year old son saying that his math homework is impossible!

So I guess with LM, if you have an agent that is simply unwilling, they'll just tell you "it is not possible". HUACA. In the case of email? Delete and write again??? And keep the phone turned on all the time.

 

[burmans]

re: Avianca "Life Miles" - Questions and Discussion

It's risky. I wouldn't do it. I'll still keep my phone turned on and if they need to call me at 3am so be it.

LM's CSR are too inconsistent. You and I got lucky with some really sympathetic ones. If you have someone who doesn't care, there is nothing you can do about it.

After my lucky F booking, I wrote an email to LM requesting the "Lifemiles Award Ticket Confirmation" that we normally get immediately after we redeemed online, with flight detail and how much cash we pay. I just needed that for taxation purposes. After I emailed it, on the same night, I got receipts of the $472.08 cash component and another receipt for the $25 booking fee. Then last night I got that redemption confirmation email. So I thought "Wow! What a service!". But then this morning I got another email from LM support telling me that "it is not possible" for them to give me those. They advice me to use the e-ticket for taxation purposes. WTF? They already gave me what I asked then telling me "it is not possible" to do what they have already done? To me it's just like my 6 year old son saying that his math homework is impossible!

So I guess with LM, if you have an agent that is simply unwilling, they'll just tell you "it is not possible". HUACA. In the case of email? Delete and write again??? And keep the phone turned on all the time.

Well it is just possible these things were generated automatically, i.e. its correct that the CSR cannot do anything (as in manually override).

 

[Guvner]

re: Avianca "Life Miles" - Questions and Discussion

TG and OZ showing a fair amount of J DPS>ICN>LHR/CDG for 78k on a single booking.
A positioning flight to DPS would be a cheap option from AUS.

 

[BobbyFlyer]

re: Avianca "Life Miles" - Questions and Discussion

Interesting...seeing SQ availability in J ex AUS (and return) beyond T+14...mind you only up to 2 pax...

 

[Guvner]

re: Avianca "Life Miles" - Questions and Discussion

Interesting...seeing SQ availability in J ex AUS (and return) beyond T+14...mind you only up to 2 pax...

To Singapore only?

 

[Sparra]

re: Avianca "Life Miles" - Questions and Discussion

Interesting...seeing SQ availability in J ex AUS (and return) beyond T+14...mind you only up to 2 pax...

Yes but not on the day I need, return flight sorted though.

 

[BobbyFlyer]

re: Avianca "Life Miles" - Questions and Discussion

To Singapore only?

I have only checked to SIN...flying out only avail beyond T+14 on Tuesdays (must a slow J day)...then i guess it comes down to other linkages availablem from SIN...who needs puzzles when you have lifemiles!!!!

 

[Guvner]

re: Avianca "Life Miles" - Questions and Discussion

I have only checked to SIN...flying out only avail beyond T+14 on Tuesdays (must a slow J day)...then i guess it comes down to other linkages availablem from SIN...who needs puzzles when you have lifemiles!!!!

I take it it's from Perth only?

 

[BobbyFlyer]

re: Avianca "Life Miles" - Questions and Discussion

I take it it's from Perth only?

at least we get something over here in the West for once

 

[hossein_au]

re: Avianca "Life Miles" - Questions and Discussion

I have only checked to SIN...flying out only avail beyond T+14 on Tuesdays (must a slow J day)...then i guess it comes down to other linkages availablem from SIN...who needs puzzles when you have lifemiles!!!!

Digressing here a bit, but I think you mean T-14 (T+14 would be 14 days AFTER time zero (departure time)).

 

[curtainbounce]

re: Avianca "Life Miles" - Questions and Discussion

Getting no luck with Thai Airways in regards to the TG472 schedule change, they are saying I have to contact Lifemiles, have spoken to a few people now, below is their latest response:

While we do understand that the flight time changes have been made by Thai Airways International, we are unable to make any changes to the booking for Mr xx_X as the booking has been made through Avianca using frequent flyer points.

THAI does have a flight at 10am on the same day however this is currently not available in First class. There are seats in Business class should Mr xx_X need to travel on this flight.

The flight at 10am on the 16[SUP]th[/SUP] of May is full in both First and Business.

The flight at 10am on the 18[SUP]th[/SUP] of May is full in First and available in Business with First class available Bangkok to London.

If any of these options are not suitable Avianca may possibly be able to offer alternatives on other airlines.

We do apologise for the time change however you will need to contact Avianca to have the flights rebooked.

Just an update on my situation - called Lifemiles for the first time last night, they advised me to call back this morning as the correct department was not open.

Called back this morning (UK number) and explained the situation - the guy took about 2 minutes to look then said he could change the 2nd flight to TG916 which leaves Bangkok at 12:50pm. Still in F and also over the 8 hour stopover.
Perfect! Got the new itinerary from them immediately over the phone and they said the new e-Ticket will be sent through in the next few days (holding my breath for that but the new flights all show up fine on Check My Trip).
I guess my friend will just have to kill a couple of hours before the F Lounge opens in the morning!

 

[Guvner]

re: Avianca "Life Miles" - Questions and Discussion

Great to hear that you got a good outcome curtainbounce!

 

[peachy3333]

re: Avianca "Life Miles" - Questions and Discussion

Extra data point for emailing to book flights with connections not seen on website. I saw HND-SIN and SIN-PER but no availability for HND-SIN-PER -

Followed the instructions of others in the thread and have just booked HND-SIN-PER in Business.
Emailed on Tues with details
Received reply on Wed and itinerary
Call came through today (Thurs) for payment, call took 5 minutes and no issues.
Booking through in email.

Awesome!

 

[anna2103]

re: Avianca "Life Miles" - Questions and Discussion

It seems like its relatively smooth or downright awful process and not a lot in between. Just remember though, for those that are making successful bookings, we are relying on no one else snapping up the seat from when we send the email to when they make the booking, so just a word of caution this is far from a perfect process.

 

[VAG newbie]

re: Avianca "Life Miles" - Questions and Discussion

It seems like its relatively smooth or downright awful process and not a lot in between. Just remember though, for those that are making successful bookings, we are relying on no one else snapping up the seat from when we send the email to when they make the booking, so just a word of caution this is far from a perfect process.

I know. Unfortunately this is what we've got at the moment. At least so far we know that LM is willing to book it manually. If they refuse, delete and write again.

My only advise is we need to book early to ensure the seats don't get snatched. At least for star alliance, we gotta thank that United had huge devaluation recently and they are not selling miles cheaply, so not that many people competing for the seats.

 

[VAG newbie]

re: Avianca "Life Miles" - Questions and Discussion

Extra data point for emailing to book flights with connections not seen on website. I saw HND-SIN and SIN-PER but no availability for HND-SIN-PER -

Followed the instructions of others in the thread and have just booked HND-SIN-PER in Business.
Emailed on Tues with details
Received reply on Wed and itinerary
Call came through today (Thurs) for payment, call took 5 minutes and no issues.
Booking through in email.

Awesome!

Hmm...I think my problem was that I emailed on Thurs, and booked on Fri. So with weekend in between, that wasted 48 hours.

 

[Princess Fiona]

re: Avianca "Life Miles" - Questions and Discussion

I'm getting no-where with TG and the schedule changes causing misconnects from SYD-LHR. Two phone calls and an email exchange and on each occasion I've been told Avianca have to change the ticket.
Is it worthwhile emailing them and if so what's the best address and if not what in people's experience would be the best call centre number to use to get them to change the ticket?

 

[curtainbounce]

re: Avianca "Life Miles" - Questions and Discussion

I'm getting no-where with TG and the schedule changes causing misconnects from SYD-LHR. Two phone calls and an email exchange and on each occasion I've been told Avianca have to change the ticket.
Is it worthwhile emailing them and if so what's the best address and if not what in people's experience would be the best call centre number to use to get them to change the ticket?

Hey Princess Fiona - see my post a few above. I had the exact same issue and TG couldn't do anything - got it fixed in minutes calling Avianca call centre (called UK number) this morning. They changed 2nd leg to the flight later that day no questions asked.

 

[jsoprano]

re: Avianca "Life Miles" - Questions and Discussion

Just an update on my situation - called Lifemiles for the first time last night, they advised me to call back this morning as the correct department was not open.

Called back this morning (UK number) and explained the situation - the guy took about 2 minutes to look then said he could change the 2nd flight to TG916 which leaves Bangkok at 12:50pm. Still in F and also over the 8 hour stopover.
Perfect! Got the new itinerary from them immediately over the phone and they said the new e-Ticket will be sent through in the next few days (holding my breath for that but the new flights all show up fine on Check My Trip).
I guess my friend will just have to kill a couple of hours before the F Lounge opens in the morning!

Glad you got it sorted. Do you know by any chance what department that was that was able to make your change?

I just had the run-around myself, without success: called TG in Sydney, was told not responsible, call Avianca. Called Lifemiles on the US number, got transferred numerous times and ended up with someone who was very helpful, but who couldn't find any availability within 3 days from my booking (I think he was just looking at normal award space, of which there is none of course). He then in the end suggested I call TG as they can also change the flights on the ticket, and then call back to get it re-ticketed. Oh well, will try again tomorrow morning when it's daytime in the Americas.

 

[MEL_Traveller]

re: Avianca "Life Miles" - Questions and Discussion

He then in the end suggested I call TG as they can also change the flights on the ticket, and then call back to get it re-ticketed. Oh well, will try again tomorrow morning when it's daytime in the Americas.

TG can't change the tickets. However - if they are willing to play ball, they can send a message to Bangkok (yield management) to ask for revenue seats to be released into award inventory for you. Once this is done, the newly created award seat will sit in the booking, and will have to be manually taken over by LM by way of either a revalidation or reissue (ie the current flight will be deleted and the new one put in). But of course this will only work if there are revenue seats available. (It's much like a QF platinum ringing to ask for an award seat to be created.)

Airlines are under no obligation to do this, and some are more willing than others to do it. It's not necessarily a stress-free process.