I am a member of SAS Eurobonus and have been trying since March to accure flyer miles for a flight I took with United Airlines in Business Class (Z) on March 15-16 from SFO to FRA. This whole process has taken of time and patience, and since I do not fly nearly as much as many people on this forum, I figured I would share my story here so that perhaps some of you with more experience might give me some helpful advice on what to do. I apologize if this comes off as a rant, but I have become very frustrated with the whole situation.
Now this is sort of a long story, but I will try to write it as short as possible. If you do not feel like reading it, that’s ok. But I would truly appreciate it if someone could read it and give me some tips/pointers on what I can do, and what rights, if any, I might have.
On March 9 I flew from Bergen, Norway to Los Angeles, CA. I flew Lufthansa all the way, and the routing was BGO – FRA – LAX. All flights were in economy. Then, on March 13, I flew on UA from LAX to SFO – also in economy. On March 15-16 I flew back home to BGO. All these flights were in Business Class. My original routing was on UA from SFO – FRA, and then on LH from FRA to BGO. Due to delays out of SFO, I unfortunately missed my connection to BGO, and thus I was re-routed via CPH (The flight FRA – CPH was on LH, and CPH – BGO was on SK).
As mentioned I am a member of SAS Eurobonus. The miles for the outbound trip (BGO – FRA – LAX) were awarded to my account immediately without any problems at all. However, the miles for the return trip were not awarded to my account. Patiently I waited for three weeks, since, according to SAS Eurobonus, it could take as much as three weeks for points to be awarded.
Well, three weeks passed, and no points were awarded. I then tried to add the miles myself on the Eurobonus website, but kept getting error messages all the time. Thus, I contacted Eurobonus customer service, and was informed that I should send my e-ticket and my boarding passes for the missing flights to a Eurobonus e-mail address. I was told that for the last portion of the trip (the FRA – BGO part), I should send boarding passes for the trip as it was originally planned (direct flight between FRA and BGO), and not boarding passes for the re-routed trip I ended up taking (FRA – CPH – BGO). So on April 13 I sent all this information to Eurobonus via mail. I immediately received an automatically generated reply informing me that it could take up to 8 weeks to process this. The rest of the story then goes as follows:
June 6: I receive an e-mail informing me of “Rejection of Flight Accrual” with the explanation that “Our partner has confirmed that ticketed name is not found on UA 900 15Mar12 SFOFRA.” Now this made absolutely no sense to me. After all, I know I was on the flight, and I did send my e-ticket and boarding passes to Eurobonus, so why they would send me this e-mail I did not understand. The points for the latter part of the trip (FRA to BGO) were, however, awarded to my account (although I was awarded points for my re-routed trip via CPH, and not for the originally planned direct flight to BGO – contradictory to what the Eurobonus customer service agent had informed me in April). As a side note I can also mention that I received the same e-mail regarding my domestic LAX-SFO flight (informing me that ticketed name was not found), but points for this flight mysteriously appeared in my account not too long after. And this flight was in discounted economy!
June 7: I contacted Eurobonus again regarding the rejection e-mail I received the day before and explained that I could not understand why I received such an e-mail. I was then told that a mistake had to have been made, and I should send another e-mail to the Eurobonus e-mail address marking it “pritority”, explain my situation again, and include the travel information/boarding passes this time also. So I sent this also on June 7.
June 18: Since there was no answer to my e-mail yet, I decided to call Eurobonus once again. My frustration had now become bigger. The customer agent then explained to me that the reason why the points had not been awarded was that there was a “disagreement” between LH and UA regarding the awarding of points. The agent also confirmed that she could see that I had been on the flight, so the e-mail sent to me earlier stating that “ticketed name is not found” made even less sense. However, the explanation I was given this time regarding the “disagreement” struck me as odd for several reasons. First is the fact that SK, LH and UA all are part of Star Alliance. Second, the mileage programs for all three airlines clearly state that when you travel on any of the partners, you are eligible for points. Last, but not least, I flew a combination of LH/UA from OSL to HNL back in 2004, and I received points for all of these flights without any problems. And that time all flights were in economy. The agent then gave me an “exclusive” customer care e-mail address I could use to explain my case. I was informed, however, that I should wait a few days before e-mailing, since there was a possibility that my case would be resolved during the next few days.
June 25: Still no points in my account. I therefore sent an e-mail to the “exclusive” e-mail address I had been given. So this was the third time I sent my flight information, including e-ticket and boarding passes, to Eurobonus. I automatically received a reply explaining to me that I should receive an answer within 1-2 weeks.
July 12: 15 days had passed, and no answer from Eurobouns yet. Neither to the e-mail I sent marked “priority” on June 7 nor the e-mail sent to the “exclusive” e-mail address on June 25. I therefore contacted Eurobonus yet again. I was then told that “UA was being difficult” and that there was nothing SAS could do. The guy I talked to said that he would see what he could do, and that I should call back the next week if no points were awarded.
July 20: Still no points. I called Eurobonus again and talked to the same guy I talked to the week before. Once more I was told that “UA is difficult” and SAS could do nothing. This is when I finally lost my patience and told the guy that this whole thing had become a farce. Here I am a paying business class customer having sent the travel information 3 times. How on earth can it take 4 months to process something that simple? The guy did not have any good answers, and basically said that all I could was wait. End of story.
So now it is July 27, and there is still nothing else happening. No points, and still no answer to either e-mail (that includes the e-mail sent to the “exclusive” address where I received an automatic reply stating that I would receive an answer in 1-2 weeks – it has now been more than 4!). For me this has now become a matter of principle. It’s not that the points mean life or death to me, but the whole arrogance and bureaucratic nightmare I have encountered has frustrated me to no end, and if I “give up” now, then it would all have been in vain. If this was discounted economy I probably would have given up by now since the mileage award is so small then, but since this flight was in business class, the awarded points will come in very handy.
So, if anyone of you knows if there is anything I can do here I would appreciate it greatly! Any tips/help would do good.