Avianca "Lifemiles" - Questions and Discussion

[anat0l]

re: Avianca "Life Miles" - New FF program in *A

but TG can create award inventory on the connecting flights which LM can then ticket. at least that's the theory... whether LM agents could understand what they had to do is another issue.

sure while LM must ultimately reissue the ticket... if TG has caused the miss connect they can fix it initially in their system.

This is where it gets messy. TG can fix it to the extent that they can manipulate that segment (by the flight time or other details). They can't manipulate it at the ticket level directly (at least that's how I see it).

But since LM has to adjust the ticket, but they can't manipulate the inventory, coordination is required.

TG would have no problem if the segment was under airport control.

Ultimately, LM has responsibility due to their issuing the ticket. How that is then resolved takes a bit of luck and pushing.

 

[RB]

re: Avianca "Life Miles" - New FF program in *A

A friend of mine has just discovered that sometime over the past few months TG have cancelled the KIX-BKK flight he had as part of a LM itinerary, and the replacement flight they've put him on has him misconnecting in BKK (BKK-MEL departs 5 hours before the revised KIX-BKK).

He's spoken to two separate agents and a supervisor at Thai, all of whom are insisting they can't change the booking and he needs to call LM to fix it. I'm 99% sure this is wrong, TG are in fact the ones who need to fix it, and LM won't be able to do anything about it at all (doubly so because there's no award seats left on the flight he needs to be moved to), but could someone please confirm this is correct? And if so, any tips for getting TG to fix their stuff-up? I believe he's been talking to the SYD TG booking office - should he be calling them in BKK instead?

I had a somewhat similar situation (only changed flight times with connections still OK) to this with LM but the airline was SQ. I originally called SQ to check on their stance & I had to get LM to reissue.

 

[hummel]

re: Avianca "Life Miles" - New FF program in *A

Had enough of looking for cheap Y tickets and pulled the trigger on MEL-BKK-SIN next weekend in J. Had enough points to cover plus a bit of $$ so happy camper.

Anyway I can select seats on SQ website for the first leg?

 

[MEL_Traveller]

re: Avianca "Life Miles" - New FF program in *A

Had enough of looking for cheap Y tickets and pulled the trigger on MEL-BKK-SIN next weekend in J. Had enough points to cover plus a bit of $$ so happy camper.

Anyway I can select seats on SQ website for the first leg?

if you have the sq record locator no problem... go through manage booking.

 

[wafliron]

re: Avianca "Life Miles" - New FF program in *A

Thanks for the quick advice everyone, very much appreciated. We got the situation sorted in about two (stressful) hours of phone calls (and AFF posts ) - friend is now re-booked on an alternate TG flight. Glad it wasn't too hard to sort as the trip is for his wedding, and travel commences in two days!

but TG can create award inventory on the connecting flights which LM can then ticket. at least that's the theory... whether LM agents could understand what they had to do is another issue.

sure while LM must ultimately reissue the ticket... if TG has caused the miss connect they can fix it initially in their system.

This is ultimately how it played out. LM couldn't help on their own as there was no award inventory on the best alternate (and viable) flight. It took a few HUACAs with TG, but we eventually got a very competent CSR who knew exactly what was wrong and how to fix it - in about ten minutes on hold she got two extra award seats released on the alternate flight, "attached" (not sure the correct term) these extra seats/flight to the itinerary, and we then called LM to drop the old flight and re-issue the ticket. Fairly painless, once we got through to an agent who knew what they were doing.

 

[MEL_Traveller]

re: Avianca "Life Miles" - New FF program in *A

Thanks for the quick advice everyone, very much appreciated. We got the situation sorted in about two (stressful) hours of phone calls (and AFF posts ) - friend is now re-booked on an alternate TG flight. Glad it wasn't too hard to sort as the trip is for his wedding, and travel commences in two days!



This is ultimately how it played out. LM couldn't help on their own as there was no award inventory on the best alternate (and viable) flight. It took a few HUACAs with TG, but we eventually got a very competent CSR who knew exactly what was wrong and how to fix it - in about ten minutes on hold she got two extra award seats released on the alternate flight, "attached" (not sure the correct term) these extra seats/flight to the itinerary, and we then called LM to drop the old flight and re-issue the ticket. Fairly painless, once we got through to an agent who knew what they were doing.

glad it worked out and thanks for the feedback!

good to know LM can deal with this situation.

 

[wafliron]

re: Avianca "Life Miles" - New FF program in *A

This is where it gets messy. TG can fix it to the extent that they can manipulate that segment (by the flight time or other details). They can't manipulate it at the ticket level directly (at least that's how I see it).

Forgot to reply to this in my other post. Based on our experience, it seems that TG can manipulate more than just the segment in question. I'm unsure exactly how it works on a detail / technical level, but according to CheckMyTrip we ended up with a fifth segment (the desired, replacement flight) on the itinerary after we spoke to TG, and once the ticket was re-issued by LM it dropped back to four segments (with the old, mis-connecting flight removed),

 

[serfty]

re: Avianca "Life Miles" - New FF program in *A

Forgot to reply to this in my other post. Based on our experience, it seems that TG can manipulate more than just the segment in question. ...,

I believe the PNR is not locked from being changed by other than the issuer but is an industry standard/policy that they do not do so without good reason.

 

[markis10]

re: Avianca "Life Miles" - New FF program in *A

Had enough of looking for cheap Y tickets and pulled the trigger on MEL-BKK-SIN next weekend in J. Had enough points to cover plus a bit of $$ so happy camper.

Anyway I can select seats on SQ website for the first leg?

if you have the sq record locator no problem... go through manage booking.

Seat selection will only be on offer after the ticket is issued, which can take some time.

 

[hummel]

re: Avianca "Life Miles" - New FF program in *A

Seat selection will only be on offer after the ticket is issued, which can take some time.

Understood might be where I was going wrong and was jumping the gun. Will check it out!

 

[smit0847]

re: Avianca "Life Miles" - New FF program in *A

I recently flew my very first ever F leg on TG from BKK-SYD after several J legs. It was booked through AV Lifemiles. I flew up J but spoilt myself to F for the return. I thought people considering their first F trip might find my experience useful.

- The BKK ground experience is as ridiculously incredible as everyone says it is. The man at the F check-in entrance looked at me very suspiciously (I'm 29, look younger and was travelling alone but dressed appropriately) when I approached him and said 'umm, are you travelling F?!'. His tune changed significantly when I produced my itinerary showing that I was.
- The F check-in, while private, is very standard. There were chairs there (unusued) but I was not invited to sit-down while they did everything, I just stood at the counter as normal (this may be because of my age).
- I really liked how you have a private security and immigration entrance and then go straight into a J lounge - its a good design and good to avoid crowds and lines. I was the only passenger at all of these points. I felt like a celebrity.
- I was driven by buggy to the F Lounge. I felt absolutely ridiculous. You are driven around the back of the biggest J Lounge and then they squeeze through some doors to drive you to the F lounge entrance. Lots of strange looks as I zipped past people. I was reminded of a Jerry Seinfeld routine about 'cart people' where he says 'we all scurry out of the way like worthless peasants. Wave to the cart people Timmy - they're the best kind of people in the world!'. As I was being driven I imagined seeing someone I knew who was travelling Y and me waving royally at them as I went past and I could not stop giggling.
- The service REALLY stepped up a notch when I arrived at the F Lounge. The desk staff had the best English I encountered the entire time I was in Thailand and engaged in meaningful conversation rather than just formalities - the cart driver had a duplicate boarding pass which he handed to the desk staff so I did not even have to say where I was going or provide anything - they immediately knew my schedule. I was offered a private room which was very nice but is shielded from a public walkway only by frosted glass meaning I was forever hearing PA announcements outside. If you want to rest I would avoid a private room. I was the youngest person in the F Lounge by at least 10 years.
- I was given a ipad and selected food and drinks. These were both delicious - the grilled beef with sticky rice was excellent. I tried to take it easy on the alcohol knowing I had the flight to come.
- I had a good 4+ hours in the F Lounge and was pretty faultless. I did find the number of staff a little odd - there were FAR more staff than pax and someone would walk by room every 5 seconds like clockwork checking I was okay (at one stage there was only 5 or so pax in the Lounge yet at LEAST 20 staff). I would have preferred a lighter touch - I'm not an invalid.
- They asked when I wanted my massage and came and collected me and escorted me when the appointment time arrived. Again, I did not have to say a thing - everything was organised and ready and I was greeted with a 'welcome Mr. smit0847'. The massage 'suites' were very nice - very private and luxurious and relaxing. The 1 hour massage was very nice, certainly 'intimate' in terms of what they massage! (no happy ending dont worry but I did have to think about serious/sad things at some stages!). It was nice to be able to shower in the room as well. My masseuse spoke almost no English which I found odd compared with the perfectly fluency of the lounge desk staff.
- I wandered back across to the F Lounge and they immediately said 'welcome back - how was your massage?' which shows either the low numbers of pax in the lounge or the incredible attention to detail of the staff. They had kept my room for me and I was again offered more food and drink.
- I asked if they would collect me for the flight and they said they would. It left at 7:20pm, with boarding on the BP at 6:40pm. They said they would collect me 'about 7pm'. 7pm arrived and they had not and I started to panic a bit because I knew the gate closed 10 mins before flight and I had no idea how far away the gate was. I went to the front desk at 7pm in the bit of a panic and there was a bit of confusion - I asked if I should go to the gate and they just said 'your flight is boarding'. I didn't know whether that meant to wait for them to take me, or whether I should go but they said the gate was close, and being 7:05 by now I went there myself. Of course when I got to the gate it was a scrum of people, I squeezed through to the premium bridge and was the first F passenger to board. I felt quite uncomfortable sitting there by myself in this huge empty F cabin with all the J pax walking past glaring at me. Then about 7:15 all 9 other F pax arrived at once (Im guessing they had been brought on a few buggies - I only recognised a few of them from the lounge). I'm guessing they hold the plane for F pax in the lounge and purposely board them late?
- Again, I was the youngest F pax by about 10 years. 8 of the others were couples.
- F seat is very comfortable - much more comfortable and spacious then the TG J seat. Staff were older, very formal and polite but not really genuinely engaging. Does anyone else think the TG mens suit jackets look really cheap and ill-fitting? They never seem to sit right.
- When serving pax I noticed I would often be served last despite being in 2K - there was no issue because the staff handled a full cabin with ease and they didn't run out of anything. I'm not sure if this was because of my age or because I was a non-status reward pax (I hadn't bothered entering my *A SG number). I think Peter Russell Clarke was seated behind me and he got a far more formal 'if there's anything I can do' than I did.
- The Dom just tasted like any other champagne to me unfortunately (I'm not a bit champagne person), so I only had 1 glass. The caviar on the other hand was delicious! TG are never going to win any catering awards but the food was definitely better than in J. And as with J, far, far too much food - I stopped after main course - no-one had dessert (I think there was 7 courses for dinner?). They came around taking breakfast orders and said they would be serving it in 4.5 hours time. I pointed out that I doubt I would be wanting another multiple course meal in 4 hours! None of the 4 couples used the ottoman to dine with their partner - I would have loved to do this if I was travelling with someone. Dinner felt like it went quite quickly but was 2.5+ hours.
- The F pyjamas look awful (really cheap and shapeless - like an oversized solar/sun suit).
- Once the seats are converted after dinner there is only about 4 hours before the clanging of breakfast starts, so not enough for a full sleep. Everyone else tucked into a full breakfast while I continued to try and doze - I was not even remotely hungry.
- I slept extremely well (the best I've ever slept on a plane) with the mattress on the seat but I didn't like how the head rest slopes up (was my seat faulty?).
- My formal thankyou from the purser was again much more casual and shorter than everyone elses.
- I was sad for the flight to end because everything went so smoothly - yes TG are dated and old-fashioned but what they do, they do very well. F is an extremely comfortable and luxurious way to travel home.

If I was travelling just SYD-BKK again I doubt I would use the extra points for F over J as I don't think its worth it esp for a day flight, especially with the SYD ground experience being identical but if I was originating from BKK I would try for F simply because the ground experience is so impressive and the seat is much, much better than J for sleeping. If TG had SQ's or CX's onboard hard and soft product combined with their ground handling they would be a phenomenal airline.

 

[JessicaTam]

re: Avianca "Life Miles" - New FF program in *A

Great report smit0847, thanks for sharing.

 

[RB]

re: Avianca "Life Miles" - New FF program in *A

I recently flew my very first ever F leg on TG from BKK-SYD after several J legs. It was booked through AV Lifemiles. I flew up J but spoilt myself to F for the return. I thought people considering their first F trip might find my experience useful..

I have flown this route with TG on Lifemiles. The multiple times you have referred to your age or that of the other passengers may indicate you are overreading things!-I didn't enter any frequent flyer numbers, took absolutely no notice of what order people were served in & I have no idea of the status or age of the other passengers but still had a great experience. We thought the pjs were quite good (I don't think any airline pjs are meant to be a fashion statement) as did the people we gave them to-they are warm to wear. I agree that the volume of food was huge & I also pulled the plug early on some of the 4 F legs I was on.
We waited in the lounge as instructed, we were duly collected by a staff member who walked us to the departure gate, escorted us through the priority boarding lane & then took us & introduced us to the flight staff at the aircraft door-I am sure this happens regardless of passenger age as long as you follow the guidance of the lounge staff.
I don't pay attention to the greetings/departure discussions that other passengers have as they are not mine & have no impact on my flight enjoyment
I think your thoughts of the Syd departure experience being the same in F/J is a good observation for future travellers & I believe people will gain from your other opinions/observations.

 

[smit0847]

re: Avianca "Life Miles" - New FF program in *A

I have flown this route with TG on Lifemiles. The multiple times you have referred to your age or that of the other passengers may indicate you are overreading things!-I didn't enter any frequent flyer numbers, took absolutely no notice of what order people were served in & I have no idea of the status or age of the other passengers but still had a great experience. We thought the pjs were quite good (I don't think any airline pjs are meant to be a fashion statement) as did the people we gave them to-they are warm to wear. I agree that the volume of food was huge & I also pulled the plug early on some of the 4 F legs I was on.
We waited in the lounge as instructed, we were duly collected by a staff member who walked us to the departure gate, escorted us through the priority boarding lane & then took us & introduced us to the flight staff at the aircraft door-I am sure this happens regardless of passenger age as long as you follow the guidance of the lounge staff.
I don't pay attention to the greetings/departure discussions that other passengers have as they are not mine & have no impact on my flight enjoyment
I think your thoughts of the Syd departure experience being the same in F/J is a good observation for future travellers & I believe people will gain from your other opinions/observations.

Haha - I only noticed these things because it was my first time in F so I was paying overly close attention to everything! I did feel a bit out of place some of the time and also like I was a kid tagging along with a group of adults at times.

The next time I do TG F (which I certainly hope to), I'll definitely do it with someone else and just focus on enjoying it with them (i.e. dining together), and not trying to see and hear every little thing that goes on. 4 hours would be the max I would recommend anyone aim to spend in the F Lounge (incl massage) but it was a very, very pleasant way to spend the afternoon.

 

[robd]

re: Avianca "Life Miles" - New FF program in *A

The summary from smit0847 & the additional comments from RB, IMO, pretty much mirrored my experience on TG F, which I did with Jnr#1 (22yo) a few weeks ago.

I wasn't really concerned about the order of service, so don't know if it was done via seat numbers. All I can say is, we had a blast. Zinging through the airport on the buggy was a hoot and the First lounge and the copious amount of food and the Dom and the caviar and the pj's (which we think are really comfy - scored a pair for Jnr#2 too) and the private lounge room and the snack room and the A380 and lie flat beds and the Rimowa kit and.....

 

[hummel]

re: Avianca "Life Miles" - New FF program in *A

The summary from smit0847 & the additional comments from RB, IMO, pretty much mirrored my experience on TG F, which I did with Jnr#1 (22yo) a few weeks ago.

I wasn't really concerned about the order of service, so don't know if it was done via seat numbers. All I can say is, we had a blast. Zinging through the airport on the buggy was a hoot and the First lounge and the copious amount of food and the Dom and the caviar and the pj's (which we think are really comfy - scored a pair for Jnr#2 too) and the private lounge room and the snack room and the A380 and lie flat beds and the Rimowa kit and.....

robd,

I just read that exactly like you types it... without breathing. *catches breath*

Great summaries guys, been lucky to have 3 F flights with TG and experiences were very similar to what has been mentioned.

 

[MEL_Traveller]

re: Avianca "Life Miles" - New FF program in *A

thanks for the report!

just a couple of observations... age has nothing to do with the service or perceived level of service. I've been flying first class since birth and I've never had a single question or look which implied there were doubts I should be there.

rather than being an issue with your age, it's more likely that the staff have identified you are a first time traveller and want to assist you to get the most out of your flight.

for example, the question 'are you flying first class today?'... I see that as them identifying me as a first customer and providing the appropriate service rather than them potentially doubting I'm supposed to be there. I have never produced an itinerary to provide I have access to a first class check-in. you simply say 'yes' and keep walking!

the buggy to the plane on departure is always last minute... around 10-15 minutes before scheduled push back. is is timed to arrive after the majority of pax have boarded. the first time i experienced this it was the same as you! panic! but after that you what to expect and wait until the come get you.

staff numbers in the lounge? there are a lot of them... but would be needed for the evening bank of departures. I suppose it costs relatively little to keep on rather than have them turn up at 7.

I haven't really found a perfect pair of F pjs yet! some are too heavy, too flimsy, or have no pockets. I travel with a virgin sleep suit. it's e best I've found in the last 10 years and goes everywhere with me.

clanging of the carts?... I've had that too and its certainly not unique to thai... qantas and others are also guilty of that one. a quick press of the call bell and that gets sorted pretty quickly!

thankfully Thai have amended their meal service schedule... they always used to serve it 2.5 hours before arrival. come rain or shine, and even if there were only two of you in the cabin. that seems to have changed now o 90 minutes. much more reasonable.

being on a 747 I'm not even sure how you noticed people glaring at you!? they probably wouldn't even see you behind the high back of the seats and rather than glaring, maybe they're just interested to see what first class looks like?

fixed head rests on first class sleeper seats are a personal dislike of mine! I sleep on my stomach and the headrests get in the way.and are hard.

there are seats designs out there without a protruding headrest, or one that can be removed.... LH, SQ, Asiana (etc).

I think the TG crew have it pretty spot on in terms of service. I would much rather be left alone than be 'engaged' by crew. earlier this year I flew the A380 from FRA... the crew were fairly new to the aircraft and still excited... one crew member brought me my slippers, another the PJs, another the menu, and another to take the drink order. all of them asked how I like the a380. again, quick word to the purser to request a single point of contact with the cabin crew and the problem was solved!

agree with you on the Dom!! like wine, champagne is subjective. and Dom dun do it for me

as for taking business next time? nah!! you get buggy pick up with F. totes worth it!!

 

[robd]

re: Avianca "Life Miles" - New FF program in *A

.... as for taking business next time? nah!! you get buggy pick up with F. totes worth it!!

Ha ha, yes!

 

[Aussie_flyer]

re: Avianca "Life Miles" - New FF program in *A

I have flown this route with TG on Lifemiles. The multiple times you have referred to your age or that of the other passengers may indicate you are overreading things!

This is exactly what I thought when reading this. You were concentrating on what other people were doing or looking at too much because you yourself felt 'too young' to be there. I've never had anyone bat an eyelid after they ask me if I'm flying F at the BKK check-in F zone even at age 25. There is no need to pull out your itinerary, just say yes and continue on in. They ask plenty of people, young and old.

 

[Flashback]

re: Avianca "Life Miles" - New FF program in *A

Haha - I only noticed these things because it was my first time in F so I was paying overly close attention to everything! I did feel a bit out of place some of the time and also like I was a kid tagging along with a group of adults at times.

The next time I do TG F (which I certainly hope to), I'll definitely do it with someone else and just focus on enjoying it with them (i.e. dining together), and not trying to see and hear every little thing that goes on. 4 hours would be the max I would recommend anyone aim to spend in the F Lounge (incl massage) but it was a very, very pleasant way to spend the afternoon.

Note that if flying the A380 you won't be able to dine with each other. The table simply isn't big enough.