ComplaintsforAll Nippon Airways

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am having the most difficult time claiming my flight award because your system entered my name as MR. ****** Name] [Last Name]. And yet when I try to claim an award I am unable to because my name is MR. ****** Name] [Last Name]. I am trying to change my name however I am unable to do so on your website. So now I have to wait 120 MINUTES just to TRY and talk with someone on the phone.I don't understand why this simple change can't be done thorugh your website but I have to say, this is THE WORST experience I've ever dealt with and I am incredibly unhappy as I've used ******* of my own points and I can't seem to use it at all.You should be ASHAMED. Your developers can't simply write a code that deletes the MR. in front of people's names? Or that maybe if your site doesn't accept MR. ****** name] then maybe you shouldn't default the registration process as MR. ****** name]. Or idk maybe allow customers to change their name. This is complete incompetency and the worst part is, I AM STUCK WITH YOU. I cannot get those points back and you know it. I am ASHAMED to be Japanese considering that my countryman are seriously THIS INCOMPETENT.

  Business response

  03/20/2024

  Dear Valued Customer: 
  
  We are in receipt of your correspondence forwarded by the BBB of ************** on March 19, 2024. 
  
  Above all, we appreciate you becoming an *** ************ ***** member. At the same time, we regret the circumstances that prompted you to write.
  
  We regret the negative impression formed as the call volume has risen substantially due to the steady increase in personal and business travel and the many flight irregularities occurring within *** and our partner airlines. 
  
  We deeply apologize for any inconvenience caused and appreciate your patience and continued support as you waited to be connected to our phone representative.
  
  Our record shows that contact via email was made, and the case is now closed since the issue has been resolved. 
  
  
  Sincerely,
  
  **************
  -*** SKY WEB-
  Customer Relations & Services, The Americas

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I flew from ****************, ******* back to ******** after checking 2 of my suitcases. One of my suitcases is now severely dented and cracked and my valuables stolen out of my suitcase. I filed a claim for my damaged baggage but there is no option to file for stolen items from my luggage. I called and the agent told me that *** Airlines wont compensate for stolen items??? Even though the contents of my baggage were in their care??? My Chanel purse, *************** and ***** Vuitton shoes were stolen out of my suitcase. How am I out of thousands of dollars yet *** wont take accountability for one of their employees stealing from my suitcase? I demand compensation.

  Business response

  02/08/2024

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************** on February 7, 2024. We understand your disappointment about your recent travel experience in reference to the damaged baggage when traveling from **************** to Virginia. 
  
  Please note all baggage matters are handled by the final arriving airport so please continue your communication with them in regards to the damage to seek for options such as repair or replacement based on the severity. 
  
  While we are sorry to hear of the items missing from the checked baggage, it is stated on the published website that valuables should not be checked in as *** cannot be responsible for damage or loss of such items. 
  
  ****************************************************************************************;
  *Bulky, oversized and fragile items high value items 
  
  Please note that, as a standard, airline companies are not responsible for contents of checked baggage unless such contents are declared upon check-in. In good faith, in addition to airline staff, multiple parties handle baggage along a passenger journey such as airport employed baggage handlers, government authorities such as security or TSA agents, and ******* immigration baggage staff. 
  
  While our response may differ from expectations, we thank you for allowing us to respond to your concerns. 
  
  Sincerely, 
  
  **************, Supervisor 
  -*** SKY WEB-
  Customer Relations, The Americas 

  Customer response

  02/12/2024

   
  Complaint: 21215645
  
  I am rejecting this response because:

  Every US airline is responsible for items stolen when flying under their care so the fact that you dont take accountability when my property is under your care is indicative of the type of company you and and the fact that youre aware that its happened many times in the past. Ill never fly with you again.

  Sincerely,
  
  ********************************

  Customer response

  02/12/2024

   
  Complaint: 21215645
  
  I am rejecting this response because:

  Every US airline is responsible for items stolen when flying under their care so the fact that you dont take accountability when my property is under your care is indicative of the type of company you and and the fact that youre aware that its happened many times in the past. Ill never fly with you again.

  Sincerely,
  
  ********************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 21, 2023, I was checking in at the *** ticketing counter at *** airport to board Flight 107 enroute to *** with final destination to CAN. I traveled from ***, and had a layover in ***. The *** ticketing agent looked at my valid ** passport, and denied to issue a boarding pass because he indicated that the gender marking on my passport was "F", and I appear to be Male. I showed the ticketing agent that my passport has been used for over 8 years and there are multiple stamps and evidence of traveling to and from ***** with no issues. However I was turned away and refused to be issued a boarding pass. I was told that I had to replace my passport and change my gender marking to "M" in order to be allowed to fly. Again, I have not had any issues with my passport from multiple previous travels, and it was never flagged as an issue by US Customs nor the ******* Customs. After *** refused to issue me a boarding pass, I had to pay for a return flight back to ***. I had to reapply for a brand new ** Passport, and have my gender marking changed to "M", then paid for expedited services to have my passport returned to me. Then I had to apply for a new ******* **** and again had it expedited to me. I had to pay for a new flight to ********* *****, and I called *** to change my return flight. Even though I was denied to fly on the leg going to *****, I still wanted to use the return flight. After calling *** customer service, I was told I had to contact the travel agent to make changes, but when I called my travel agent who spoke to *** ticketing, they said I would have to pay a $880 fee to make a change to my return flight! I tried to ask to reach *** Customer Relations or someone in ***************** but there is no information available, and *** Customer ******* center that took my call is in *********** and they insisted they could not help me and I had to go through my travel agent. My confirm# 4EA2LP. *** discriminates against LGBTQ+

  Business response

  01/29/2024

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************** on January 8, ****. We understand your disappointment about your recent travel experience while performing check-in at *********************. 
  
  Upon receipt of your complaint, we immediately conducted an investigation with the involved airport to verify the details. As you have mentioned, due to gender mismatch between the passport and self-identified gender, the check-in agent advised possible concerns, and we understand it was agreed upon not to travel. 
  
  As it was a denied boarded case in *************, *** is willing to assist with the involuntary refund upon deducting the already used portion of ******** to *************. However, as the particular ticket was issued through a third party agency, refund will need to be processed directly by the issuing agent as *** cannot assist. 
  
  *** can be in contact with the agency along with the provision of the involuntary calculation of the refund amount, but we cannot guarantee whether they will be processing immediately as the purchased travel agency is a big online agency and may have different departments. It is best to be in contact with them directly and to have the agency contact *** to obtain the calculation so they can immediately assist with the refund for you. 
  
  We acknowledge the inconvenience and schedule disruption, and truly regret your planned trip had to be cancelled. We appreciate this opportunity to communicate with you. 
  
  Sincerely, 
  
  **************, Supervisor 
  -*** SKY WEB-
  Customer Relations, The Americas 

  Customer response

  01/29/2024

   
  Complaint: 21116950
  
  I am rejecting this response because:  as a result of the force denied boarding incident by *** ticketing agent in ***, I was stranded at the airport.  I had to pay additional $329 for Alaska Airline flight **** to return to my originating destination (***).  It is important to clarify that I was refused a boarding pass, at no point I agreed to not travel.  Aside from the incredible amount of emotional stress and humiliation after this incident, I had to pay $190 for a new US passport, $400 processing fee for a reissued *****  Including the $1,605 *** tickets I had paid for, it is a minimum of $2,524 out-of-pocket expenses, not counting transportation costs and other incidentals.  A partial refund is not a sufficient resolution.  

  I expect to handle this directly with *** as previous attempts with the travel agency yielded to the same answer that states, "*** customer service denied refund because the ticket is classified as non-refundable ticket".  In addition, the travel agency does not have the proper context to appropriately handle this unique situation, it will only lead to confusion and endless delays in seeking a refund.

  If *** is sincere in its attempt to resolve this matter, it shall escalate to appropriate leadership team to handle this matter in a timely and reasonable manner.   

  Sincerely,
  *********

  Business response

  02/08/2024

  Dear Valued Customer: 
  
  Thank you for the updated email. 
  
  We have investigated further with the relevant airport, and regrettably there was no mishandling on ANAs **** as we were not able to issue the boarding pass when the official travel document did not match. Wrongly entered information is required to be corrected to avoid any issues when entering third country, and therefore was advised to reapply for the new passport with the correct gender displaying. 
  
  Once again, the Agency desk is aware of the situation, and is willing to work with the issuing agency in regards to the refund for the unused ticket. The agency will need to be in contact with the appropriate ************* Desk directly to request for refund calculation and assistance. 
  
  We thank you once again for allowing us to respond to your concerns. 
  
  Sincerely, 
  
  **************, Supervisor 
  -*** SKY WEB-
  Customer Relations, The Americas

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been having problems with *** North ******* customer service agent ************ so I have no choice but to file a complaint with your agency.Back in July I emailed *** about lounge availability and **** replied that our tickets are economy class only thus we do not qualify for lounge. I had to call and be on hold for more than three hours until I verified that we are correctly ticketed under business class which we paid for and do qualify for lounge access.Then when we actually flew with ***, I emailed her the same day Dec 13th we returned to the U.S about an onboard flight attendant issue as well as a baggage issue but all she did was reply that she needed our reservation number. When I emailed back with it, I never heard from her again. I had to contact other channels in order to get in touch with someone for my baggage issue.Now she emails me that she is closing my complaint for the issue with the flight attendant without resolution! Reservation number: 4L9SUS

  Business response

  01/12/2024

  Dear Valued Customer: 

  Thank you for your additional correspondence that was forwarded by the BBB of ************** on January 11, ****. We understand an email correspondence was sent to you regarding this matter on January 11, ****, and the case has been closed. 

  As promised, goodwill mileage request made accordingly with the associated airline, so please check the frequent flyer program upon logging in which may take 7 - 10 business days for the goodwill miles to appear. 

  Sincerely, 

  **************, Supervisor 
  - *** SKY WEB -
  Customer Relations & Services, The Americas

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The All Nippon Airlines are holding all of my airline miles hostage. I transferred many miles from 30 years **************** to *** so I can visit my elderly parents. It should allow me 8 first class or 20 business round trip flights. They keep me in telephone hold for hours, disconnect and wont book. They also refuse to refund anything. Their website is frequently down and provides little information of use. Ive wasted 3 days off on hold forever.

  Business response

  10/06/2023

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************ on October 5, 2023. We are truly sorry to hear of the difficulty of reaching the *** Customer ************** via telephone when wishing to redeem miles to travel. 
  
  First, we thank you for your patronage as ************** **** ***** member. 
  
  Upon reviewing the account details, we show you have been in contact successfully with the call centers, and award reservation was redeemed and partially used. For your kind reference, award reservation can be reserved or registered as waitlist from the website directly as well, and does not require to be in contact via telephone. 
  
  As it seems the reservation was successfully made, we will consider the case closed on our end. 
  
  Sincerely, 
  
  **************, Supervisor 
  - *** SKY WEB -
  Customer Relations The Americas 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For some reason still unknown, *** airline cancelled my spouse's international travel air ticket ~40 days after purchase and 16 days before travel date without our awareness. Very sadly, we just found out the cancellation 3 days before the travel date. Under extreme panic and pressure, we were forced to purchase the same flight immediately then at the cost of $3130.45, which is $884.8 higher than what we originally paid to ensure our family could travel in same flight together. After travel, we called their customer's service for investigation and refund the difference about this cancellation but they rejected to provide us the investigation results. It made us suspect *** airline may randomly cancel some customer's tickets and force them to buy higher priced ticket for profit reasons. Nevertheless, we would strongly complain *** airline's chaotic booking and customer service system, not willing to figure out and address the problem we encountered! We surely will take any action for this terrible experience!

  Business response

  10/06/2023

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************ on October 5, 2023. ** understand your disappointment about the recent reservation incident which caused you inconvenience of having to be in contact with *** to resolve the issues. 
  
  Our records show the original reservation was reserved from **** website on May 26, 2023. ** show you have been in contact with the *** Customer ************** to request for a title change for your wife from Mr. to Ms. ** are uncertain where you purchased the ticket, or if you were the ones who reserved the ticket from *** website, but as you were already informed, the particular ticket was refunded from the *** website, and we could only suspect anyone who has the reservation detail have made the cancellation. 
  
  History of the reservation only shows such cancellation made on the *** website, and no cancellation was made on **** end. Upon receiving further calls from you, we investigated further and found the ** address for the cancellation was made from a foreign country, and despite not being **** *************** we have processed the refund for the refund penalty that was collected back to the credit card on September 24, 2023. As the payment was settled on September 29 on **** end, the refund should be reflecting on the credit card statement between 4 6 weeks depending on the credit cards billing cycle. 
  
  As all refund was completed, and no further amount is required for *** to refund, we will be closing the case. 
  
  Thank you for allowing us to respond to your concerns. 
  
  Sincerely, 
  
  **************, Supervisor 
  -*** SKY WEB - 
  Customer Relations The Americas 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I am filing this as *** Airlines has not returned any of the several emails or online messages in the last month. I cannot get through on the phone as I have tried several times. On Mar. 19, 2023 I booked round trip *** Airlines and Air ****** flights for Rosdiana Rosliani (*** Club #**********) from ******* to ******* departing May 9, 2023 and returning Aug. 30, 2023 costing $2084.44 CAD(see attached A.png, B.png, and C.png). Order #M4TVAD,booking #U5B98G and e-ticket #***-1182282242-43 were booked through the GotoGate.com website. On Aug. 11, 2023, we had to cancel the return flights via telephone and the Gotogate agent told me I would be refunded the full amount minus $125 CAD cancellation fee from *** and minus $56 CAD for Gotogate's fee for acting on my behalf(see attached 1.png). The return flights were more expensive than the departure flights but for sake of ease the refund should have been $1042.22CAD(half of the total flights) - $ 125CAD - $ 56CAD = $861.22CAD. On August 17, 2023, Gotogate.com sent me a refund of only $********. I called Gotogate that evening and was told the reason my refund was only $91.64CAD was that *** charged several cancellation fees including charging "cancellation taxes". He finally said that the matter would be reviewed and I would be notified. I never was so I filed a complaint with the Better Business Bureau against ********, and after a few correspondences, Gotogate had sufficiently proved that *** Airlines withheld most of the airfare and only submitted a return of 27GBP($45CAD). Please refer to the attached REFUNDBOOKINGU5B98G.pdf. After all was said and done, Gotogate refunded me a total of $91.64CAD(see attached 2.png)I paid *******GBP Total - ******GBP Total tax = ****GBP / 2 (for return fights only)= ******GBP. I was refunded $91.64CAD(***** GBP equivilent). So I am stilled owed ******GBP - *****GBP = ******GBP. I would appreciate this refund ASAP, thank you.

  Business response

  09/29/2023

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************ on September 28, 2023. We understand your disappointment about your recent experience when asking for a refund with the ticketing agency GotoGate and the received refund amount. 
  
  Upon reviewing the details, we show you have been in contact with *** via email and the representative responded to regarding the refund and how the calculation works on August 25. 
  
  Please allow me to explain that the particular ticket was issued through a third party agency in the currency of GBP, but as the outbound flight started from *********, the shown displayed currency is IDR converted to GBP. The ticket was paid in cash by the issuing agency so we can only assume your ****** credit card was used and provided to the agency as they were converting the currency into CAD when providing the information. With this being said, the roundtrip fare for the particular ticket you had purchased was IDR ********** (approx. CAD ****). However, as the refund request was made for the unused return portion for the ticket, *** will be recalculating the value of the ticket from a roundtrip fare to a one-way fare as it is no longer a roundtrip ticket. Based on the calculation, the base fare for the one-way trip from ******* to ******* on May 9, 2023 came to be IDR ********** (approx. CAD ****). Therefore, the refund value of the particular ticket came to be about GBP *****. Please note, as the refund value was smaller than the actual refund fee of IDR ********* (approx. CAD 125), the particular cancellation fee was not collected from ***. With other service charges possibly collected from the travel agency and with tax calculation, the refund amount you received from GotoGate in the amount of CAD ***** is correct. 
  
  The calculation of refunding a roundtrip ticket to a one-way ticket is not halved from the ticket price. Instead, *** will be calculating the actual one-way fare that would have been collected when traveling one-way instead. The only time airlines will half the amount of refund is when there is an involuntary flight irregularity and the passenger is unable to travel in the published timetable due to airlines mistake. Any voluntary refund / changes will be calculated based on the published fare at the time of request is received. 
  
  While we sincerely empathize with the disappointment of refund calculation not meeting your expectations, we appeal for your genuine understanding that the calculation was processed correctly, and no further refund can be offered. 
  
  We hope that this explanation provides a better understanding of how refund is processed. Despite the negative impressions formed, we appreciate the opportunity to address your concerns. 
  
  Sincerely, 
  
  **************, Supervisor 
  -*** SKY WEB- 
  Customer Relations The Americas 

  Customer response

  10/05/2023

   
  Complaint: 20595126
  
  I am rejecting this response because:
  Thank you for your explanation as I never did receive a reply via email or telephone. You can put numbers on paper and make it look however you want, but the fact of the matter is that you refunded approximately 9% of the airfare. This is ridiculous. I would have taken credit toward another flight had it been offered to me but I was told I would receive a refund minus only your fee of $125 Cad and the third partys fee of $56 Cad Your calculations just do not add up. I will not let this rest and am willing to file with small claims court if necessary. Thank you. 
  Sincerely,
  
  *************************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took NH101/849 from ** to ******* in July and found the checked luggage was ripped of one wheel, which made it keep falling and thus not usable. I emailed the photos of damaged luggage and reported my case (#BKKNH10706) to ***-******* on the date of arrival and could not get a satisfactory solution. When taking *** to fly back to ** in August, I emailed the photos and reported my case (#IADNH13563). However ***-*** did not provide any reasonable solution. I have no choice but to report the case in BBB.org.

  Business response

  09/27/2023

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************ on September 26, 2023. We understand your disappointment about the damaged wheel during travels when traveling from ***************** to ******* via ***** ******. 
  
  Our records show you have been in contact to seek assistance with the Email Desk the Americas as the communication with related airports were difficult. As mentioned by the representative, all baggage matters are handled directly from the airport as the severity of the damage can be checked directly by the airport staff to determine the compensation and/or repair of the bag. 
  
  We understand as the particular bag was purchased in *****, *** ******** baggage team has been assisting with the damaged baggage, and when we offered to use the different brand of the wheel as the same wheel of the brand could not be found; it was refused. We also confirmed *** ******** team has been sending emails to you on July 25 and July 28 along with phone calls, but no response was received. 
  
  While we sincerely empathize with the inconvenience you are experiencing, we ask for your cooperation in continuing your communication with *** ******** for further assistance and to seek possible resolution instead. 
  
  We thank you for allowing us to respond to your concerns. 
  
  Sincerely, 
  
  **************, Supervisor 
  -*** SKY WEB-
  Customer Relations The Americas 

  Customer response

  10/02/2023

   
  Complaint: 20580681
  
  I am rejecting this response because: the proposal by *********************** doesnt make any sense and did not show any sincerity just as your reply via BBB. Actually I replied their email and they suggested my contacting *** America for further discussion.  
  

  I already offered three solutions at my initial complaint and now again suggest you thinking of the third one if the first two are not feasible.

  If you can not offer a satisfactory solution, I will file a lawsuit at ******************************, which will tell you you how to account for the damage you made to customers.
  
  Sincerely,
  
  ******************

  Business response

  10/06/2023

  Dear Valued Customer: 

  We regret to hear about our communication not meeting your expectations. 

  Based on the report from *** ********, we understand as you refused the compensation plan that was offered at the counter, the matter was transferred and shared with the ************************************************** for their review. This is the reason they asked you to be in contact with the U.S. to ask what can be done for the damaged wheel. 

  Please continue your communication with ************************************************** regarding the damaged baggage wheel, and to seek the option of repairing or replacing with a different bag. 

  As we Customer Relations Team do not generally assist with baggage matters, we will close the case on our end. 

  Sincerely, 

  **************, Supervisor 
  - *** SKY WEB - 
  Customer Relations The Americas 

  Customer response

  10/09/2023

   
  Complaint: 20580681
  
  I am rejecting this response because: As before, I did not see any sincerity to solve the issue and no solution is provided.
  

         If you are Customer Relations Team and not able to handle the baggage issue, then,forward my complaint to your CEO or any management member who is in charge of the issue and ask them to provide responses.
         In your response of September 27, you replied we ask for your cooperation in continuing your communication with *** ******** for further assistance. When my reply of October 2 disclosed your argument was in consistent with facts, now you play games with me again by saying Please continue your communication with **************************************************.Again, nothing sincere from your response.
         In summary, as I already stated, forward my complaint to your CEO or any management member who are in charge of this matter. Without a satisfactory solution, I have to file a lawsuit with *******
  
  Sincerely,
  
  ******************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We arrived at ******* Airport for connecting flight to **************(NH113) on Sunday May 14th 2023. Five minutes before the flight was to board,*** agents informed everyone that the flight had been canceled due to "No Plane Available" We had paid *** extra for Premium Economy. ****** was supposed to leave at 11:40 am. We were now stuck at ******* airport. We received a hotel voucher for the night to have to come back to the airport the next morning when *** desk opened to try and reschedule flight. We were never given Taxi vouchers,as the hotel was 10 miles away from airport. We paid around $60 dollars total for cab/taxi fare. On 5/15/2023 we returned to airport at *******. We were rebooked on the same flight for that day. We were placed in Economy and not Premium Economy for which we already pre paid for. We also lost one whole day of precious vacation to be with family members. This was all due to ANA'S ******* to provide a airplane on the original date of travel. I am requesting compensation for airfare price difference between Economy and Premium economy for two airfares. Also requesting taxi fare compensation. I am Also requesting compensation for lost day of travel due to your company's fault. Please correct the mistake of your company if you want my future business.

  Business response

  07/10/2023

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************** on July 5, 2023. We understand your disappointment about your recent travel experience with flight cancellation that caused you to be downgraded and lost day. 
  
  As you may be aware, *** flight ** 113 from ******* to ***** was cancelled due to previous incoming flight that diverted due to thunderstorm; weather condition beyond airlines control. Due to this reason, *** had to accommodate the passengers on the following day flight with the new aircraft which caused you and your travel companion to be downgraded from Premium Economy to Economy seats. 
  
  Upon communicating with the relevant sections, the downgrade fare difference from Premium Economy to Economy will be US$ ***** per ticket, and the refund will be completed back to the original form of payment in 4 6 weeks and can be checked from the bank statement based on the billing cycle. 
  
  As for the taxi fare of US$ *****, *** would like to reimburse via check issuance so please provide us the mailing address and the name that appears on the bank statement for us to assist. As the direct cause of the flight irregularity was due to weather, *** will be reimbursing for the direct losses, and regrettably *** cannot be liable to pay for the lost day of holiday as such consequential loss may not be covered. As personal information should not be registered through BBB, please visit *** website at **************************** and utilize help & contact to send us an email with the address and bank name. For faster service, please enter the title as BBB Case: 20263580, 
  
  We thank you for allowing us to respond to your concerns, and appreciate your kind understanding. 
  
  Sincerely, 
  
  **************, Supervisor 
  - *** SKY WEB -
  Customer Relations & Services, The Americas
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. *** makes it near impossible to use earned flight miles even though they advertise to the contrary.2. *** will not disclose how many seats they allocate for free ticket. Even when asked if there are any dates within the next year that are available, they say none.3. They will only do waitlist which is only good for 24 hrs then you must call again. Wait time on a call is usually 2 hrs then often the line gets cut.4. Sometimes they will give a seat within a day or two departure but then the return is not available which will make it impossible to get a ticket for **** international travel.5. *** by policy oversells economy class so they can "sell" upgrade tickets so they can avoid letting passengers free travel on milleage points.6. *** charges close to $600. even on a free ticket stating surcharges when even on the same code share flight American Airlines only charges close to $10.00. 7. I feel this is very close to false advertising, not in the advertised spirit of the program, switch and bait. In the least, if their policy is not illegal, this information should be well published for customers.

  Business response

  06/22/2023

  Dear Valued Customer: 
  
  Thank you for your correspondence that was forwarded by the BBB of ************ on June 21, 2023. We understand your disappointment about the hardship of purchasing an award ticket redeeming miles from *** ************ ***** account. 
  
  Award seats are limited as the availability for particular award seats are shared not only with *** members, but also with Star Alliance carriers. *** members are permitted to list on the waitlist, and depending on the revenue situation, the waitlist may be cleared and seats can be confirmed. 
  
  Generally, when a member lists on the waitlist, the ticketing time limit is set 2 weeks prior to the first departure date, and as award seats are available depending on many circumstances; date, route, aircraft, etc. we are unable to release the exact number of award seats. 
  
  While we sincerely empathize with the frustration, we appeal for your kind understanding that *** do not permit paid upgrades, and passengers can only upgrade by using their miles or upgrade points based on the type of ticket they have purchased. 
  
  Fuel surcharges are collected for *** and for other carriers, and due to this reason the taxes are collected respectively. 
  
  We genuinely hope that this information provides a better understanding for *** award redemption. For direct assistance regarding reservation matters including award reservations, please contact the nearest *** Customer ************** via telephone. Despite the negative impressions formed, we appreciate to address your concerns. 
  
  Sincerely, 
  
  **************, Supervisor 
  -*** SKY WEB-
  Customer Relations & Services, The Americas 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩