I am a Diamond Club Silver member and on May 6th I booked flights to Brazil for myself and my partner in Business Class (leaving on December,23rd LHR-GRU via Lisbon with TAP, return GRU-LHR with Lufthansa) using miles and cash with BMI Diamond Club. My credit card was debited and the miles taken from my account. The tickets arrived immediately.
I called BMI to ask if it would be possible to fly London / Rio instead, and was asked to return the tickets to BMI, which I did on July 15th. There would be a handling fee in order to make the change.
I telephoned BMI on three different occasions to enquire about the tickets and on each occasion was told that everything was dealtwith in date order and should contact them if I not received the re-issued tickets one month prior to travel. Feeling insecure about this, I spent Saturday October 15th attempting to speak to someone and was promised a call back, which never happened. I tried again on Monday,17th and was then advised by a staff member that my credit card had expired and they were unable to take payment for the amendment of the tickets. After much delay and confusion, Last Saturday, October 29th I was advised by BMI that the outbound tickets had been cancelled.
This information left me speechless and obviously upset. There was no relevant supervisor to resolve this problem.
Today a phone call from BMI confirmed that the bookings had been cancelled. I asked for a supervisor and was told that there was nothing BMI could do about this situation as they had no availability left in that specific booking class reserved for award tickets.
The BMI Diamond Club supervisor asked me if I would like to retain the inbound leg of the journey and when I asked how she proposed that I actually travel to Brazil she admitted that she did not know. At this point, the inbound portion of the flight remains intact.
My frustration with BMI is palpable; I HAD the paper tickets booked and paid for in my hand. How can BMI cancel flights without advising a customer? How can they cancel the original ticket without having the amendment confirmed? Why did they fail to ask for another credit card? It is no fault of mine that this ocurred and I understand that responsibility has to lie with the airline.
Having checked with other Star Alliance airlines, there are still Business Class flights available on December 23rd. My suggestion that BMI should pay for two tickets in order to replace the original tickets has been ignored by Diamond Club.
At the moment this situation remains unresolved. BMI has an office in Sheffield and a call centre in India. We live in London...
I would appreciate your comments about this clear example of gross misconduct on the part of BMI towards its frequent flyers. They are surely in breach of contract.