Avianca "Lifemiles" - Questions and Discussion

[Princess Fiona]

re: Avianca "Life Miles" - Questions and Discussion

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.

Thankyou I saw your post, well done !
I couldn't find the UK contact number though but that may be a mobile website issue. I'll have a look again tonight and try to call them.

 

[JessicaTam]

re: Avianca "Life Miles" - Questions and Discussion

Thankyou I saw your post, well done !
I couldn't find the UK contact number though but that may be a mobile website issue. I'll have a look again tonight and try to call them.

Here ya go:

UK: 0800-0314206

From here: Call Center - Customer Service Line | Avianca

 

[Princess Fiona]

re: Avianca "Life Miles" - Questions and Discussion

Here ya go:

UK: 0800-0314206

From here: Call Center - Customer Service Line | Avianca

Thanks Jess

 

[jsoprano]

re: Avianca "Life Miles" - Questions and Discussion

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.

Thanks, and yes I think that's what he was trying to explain. If that doesn't work he suggested I cancel, wait for the refund and book a new award (yeah, good luck with that).

I understand the technicalities and the complexity created especially by two airlines involved, however I do not get how they can possibly get away with selling a ticket from A to B on a certain date, then one of them changes the flight times so it can't be flown as booked, and then neither party is (potentially) willing or able to fix it up, although there are other flights operating and revenue tickets in the class booked (F) available.

I'll give it a few more tries calling both AV and TG, no reason to panic yet especially as the travel date is still more than 7 months away (and who knows if they will not change the schedule again). But I am also interested in experiences or opinions on what would happen if I would not change anything and simply show up for check-in on the day. The ticket still shows "confirmed", only the connection time shows -3:00 hrs. Not sure if anyone has ever tried this, or was put in such situation?

 

[MEL_Traveller]

re: Avianca "Life Miles" - Questions and Discussion

I understand the technicalities and the complexity created especially by two airlines involved, however I do not get how they can possibly get away with selling a ticket from A to B on a certain date, then one of them changes the flight times so it can't be flown as booked, and then neither party is (potentially) willing or able to fix it up, although there are other flights operating and revenue tickets in the class booked (F) available.

Lifemiles cannot be responsible for TG's schedule changes. Nor can Lifemiles create award inventory, or 'give' you a revenue seat (they'd have to pay the asking price for it, which is not part of the redemption agreement).

That's all down to TG.

If this was close in to departure - you would have a much stronger case. But so far in advance, there's little obligation that can be forced on TG. And PR dun seem to be one of their deciding considerations.

edited to add: If you just 'turn up' - you won't have a valid ticket for travel, as the flights no longer meet minimum connecting times and the ticket hasn't been reissued.

 

[legroom]

re: Avianca "Life Miles" - Questions and Discussion

Lifemiles cannot be responsible for TG's schedule changes. Nor can Lifemiles create award inventory, or 'give' you a revenue seat (they'd have to pay the asking price for it, which is not part of the redemption agreement).

That's all down to TG.

If this was close in to departure - you would have a much stronger case. But so far in advance, there's little obligation that can be forced on TG. And PR dun seem to be one of their deciding considerations.

edited to add: If you just 'turn up' - you won't have a valid ticket for travel, as the flights no longer meet minimum connecting times and the ticket hasn't been reissued.

Just to give some perspective on this LM / TG knot, my confirmed SQ flights from KF miles were rendered invalid by SQ schedule changes (now with MINUS 60 min connection).

All was because of SQ schedule changes.

I have called up about 10 times, got sympathetic CSRs but ..... still on a Waitlist for the next available redemption.

Here you (the affected LMers) have another agent (LM) so hope for the best but don't expect instant / favourable response.

Lucky I got an alternative securing a confirmed CX ticket on the same day.

 

[jsoprano]

re: Avianca "Life Miles" - Questions and Discussion

Just to give some perspective on this LM / TG knot, my confirmed SQ flights from KF miles were rendered invalid by SQ schedule changes (now with MINUS 60 min connection).

All was because of SQ schedule changes.

I have called up about 10 times, got sympathetic CSRs but ..... still on a Waitlist for the next available redemption.

Here you (the affected LMers) have another agent (LM) so hope for the best but don't expect instant / favourable response.

Lucky I got an alternative securing a confirmed CX ticket on the same day.

Thanks for this, just prompted me to look for a backup flight and was able to book CX J MEL-HKG and EK F HKG-DXB-FRA, using my QFF points. Dates are 2 days earlier, but still works fine. Taxes are of course ridiculous ($466), but at least it will save me the positioning flight MEL to SYD.

If it can be worked out between AV and TG I'll cancel and forego 5000 QFF points, worth the peace of mind for me.

 

[MEL_Traveller]

re: Avianca "Life Miles" - Questions and Discussion

If it can be worked out between AV and TG I'll cancel and forego 5000 QFF points, worth the peace of mind for me.

LM can be helpful and responsive... when they put their mind to it.

but this is definitely a case where I'd be suggesting the passenger works it out directly with TG. it's gonna be first come first served for any award seats TG creates out of revenue seats, and if you snooze you may likely lose.

emailing BKK might be the way to go. LM will happily reticket, but I'm not sure how they'll go fighting for each passenger that wants seats created.

 

[Alanslegal]

re: Avianca "Life Miles" - Questions and Discussion

but this is definitely a case where I'd be suggesting the passenger works it out directly with TG. it's gonna be first come first served for any award seats TG creates out of revenue seats, and if you snooze you may likely lose.

emailing BKK might be the way to go. LM will happily reticket, but I'm not sure how they'll go fighting for each passenger that wants seats created.

I am pretty sure that I have mentioned my friend's experience before using US but I guess the same principle applies;

My friend booked 2 F tickets using USDM in 01/14 for flights in 08/14. US moved to One World end of 03/14. Around mid 03/14 TG changes their schedule that results in their infamous flight misconnections. My friend does not notice these issues until 06/14.

Initial calls to TG to rectify had no luck, they said speak to US.

Call to US advising they are unable to help; US is now part of AA who are part of OW.

Call back to TG to try and get two revenue seats released for the award, then to get US to re-issue ticket. Again, no dice.

This is ongoing for three weeks, multiple emails and HUACA.

I don't know how it happened or why; but in the end TG offered to two F seats leaving SYD three days earlier than the original booking. The F seats came out of revenue buckets I believe? and was issued in TG's ticket number - not US. TG paid for three nights in a 2nd tier 5* hotel, so that my friends could connect to their flight to Europe a few days after.

My friend told me that they did not call USDM to re-issue or re-validate the ticket.

I guess, if one is diligent and persuasive enough, and get the right TG agent/supervisor..... anything is definitely possible.

 

[ketsuzei]

re: Avianca "Life Miles" - Questions and Discussion

LM will happily reticket

But unfortunately not for something as seemingly reasonable as a change from SYD-BKK-HND to SYD-BKK-NRT.

 

[VAG newbie]

re: Avianca "Life Miles" - Questions and Discussion

But unfortunately not for something as seemingly reasonable as a change from SYD-BKK-HND to SYD-BKK-NRT.

That is because the destination is "different". I tried that before too, LM says the destination has to be the same otherwise it's not a change of time, but a completely new itinerary. For us, NRT and HND are both Tokyo, but to airlines they are completely different destination. The contract of carriage is to get you to NRT not HND.

 

[MEL_Traveller]

re: Avianca "Life Miles" - Questions and Discussion

That is because the destination is "different". I tried that before too, LM says the destination has to be the same otherwise it's not a change of time, but a completely new itinerary. For us, NRT and HND are both Tokyo, but to airlines they are completely different destination. The contract of carriage is to get you to NRT not HND.

while they are co-terminals, they would require a complete reissue of the ticket (different airport, different flight number).

Only LM can do that.

I would slightly disagree however that for 'us' NRT and HND are 'both tokyo'. I would not be happy substituting NRT if I was booked to HND. Or being sent to HND unless Tokyo city was my destination.

 

[jsoprano]

re: Avianca "Life Miles" - Questions and Discussion

Quick update: I figured out that there was award availability on the earlier flight SYD-BKK on my date of travel, which would get me to BKK in time for the connection to MUC, albeit it will be a connection of just more than 8 hrs. Still, after not having much luck via the phone (probably because it's weekend and the correct department is not staffed?), I tried it by email to [email protected], here's their generic response:

Dear Mr. jsoprano,
It is my pleasure to greet you.
Regarding your inquiry, we have verified your booking code xx_xx_ and confirmed that Thai Airways has performed schedule changes on your itinerary. In this case, you must contact our Call Center to request our operational events department to look for alternate flights and re-issue your ticket since we do not handle any changes by these means.
Additionally, let us remind you that for information on luggage policy and the hours you have to be at the airport before the flight, it is necessary to contact Thai Airways since they operate the flights and provide their booking reference xx_xx_.
The ticket is refundable by paying a charge of $50 US Dollars (ticket must be unused), is not transferable and allows a change of date by paying a charge of $150 US Dollars plus taxes.
Keep in mind that the ticket is valid until October 13th, 2015; which is the last date to either refund the ticket or complete the itinerary (prior change of date needed).
If you have any further concern, do not hesitate to contact us back.
Kind regards,

Oh well... I've called but no one could help me! And I don't want to cancel the ticket either! So I will keep trying to get to speak to their "operational events" department, but so far I got nowhere.

 

[jsoprano]

re: Avianca "Life Miles" - Questions and Discussion

One other question: does anyone else have problems when calling them via Skype? I can here the person on the other end quite well, but 9/10 times they have problems hearing me. I first thought it's the headset I use, but it works well when calling family.

 

[VAG newbie]

re: Avianca "Life Miles" - Questions and Discussion

One other question: does anyone else have problems when calling them via Skype? I can here the person on the other end quite well, but 9/10 times they have problems hearing me. I first thought it's the headset I use, but it works well when calling family.

Skype worked fine on me. The only isuues is that the drop out rate is quite high. But that is normal for Skype.....

 

[jsoprano]

re: Avianca "Life Miles" - Questions and Discussion

Skype worked fine on me. The only isuues is that the drop out rate is quite high. But that is normal for Skype.....

Thanks. Had no issues with dropping out at all the last few days (had that issue last year though).

 

[VAG newbie]

re: Avianca "Life Miles" - Questions and Discussion

Thanks. Had no issues with dropping out at all the last few days (had that issue last year though).

I think the problem is with my connection rather than Skype itself.

What would be the best resources to find out the schedule changes? Is there any apps that will notify you immediately? I guess with situation like this, the earlier you know, the better chance of you securing any spare award seats on an alternative flight. At the moment I'm just checking checkmytrip regularly, but that's hardly efficient.

 

[legroom]

re: Avianca "Life Miles" - Questions and Discussion

Would this help ?

Apart from babysitting my reservations every 2-3 weeks, I also set up EF seat alerts just in case.

I think the problem is with my connection rather than Skype itself.

What would be the best resources to find out the schedule changes? Is there any apps that will notify you immediately? I guess with situation like this, the earlier you know, the better chance of you securing any spare award seats on an alternative flight. At the moment I'm just checking checkmytrip regularly, but that's hardly efficient.

 

[jsoprano]

re: Avianca "Life Miles" - Questions and Discussion

I think the problem is with my connection rather than Skype itself.

What would be the best resources to find out the schedule changes? Is there any apps that will notify you immediately? I guess with situation like this, the earlier you know, the better chance of you securing any spare award seats on an alternative flight. At the moment I'm just checking checkmytrip regularly, but that's hardly efficient.

I wasn't notified, just read about schedule changes on airlineroute.net coincidentally, and then checked my reservation. But TripIt Pro would notify you for example.

 

[sergeyvzn]

re: Avianca "Life Miles" - Questions and Discussion

Also, AwardWallet tracks changes to award flights when you check your points balance and sends you an email with changes