Sorry for posting in English, I am a frequent reader on the English version of the site.
I really need a suggestion with my issue and I hope some of you can guide me here.
I am a Senator. I booked an award flight with M&M but on TG/OZ planes. The flight was canceled so I spent time finding an alternative flight to the same destination. Luckily, I found a new direct TG flight. I past this to the agent on the phone and they rebook the flight for me. I got a confirmation email said „Booking confirmation“ and the flight appear on my app. I went in and selected my seat.
2 weeks later, the flight disappears from the app with out any notification. I go in to the booking and it becomes empty without any flight.
I called and they informed me that the ticketing department did not issue my ticket in time so the ticket is canceled automatically! So, I asked them to fix it as this is not my problem. They denied and asked me to rebook or refund. (There is no availability anymore)! Even this is an issue from their end they denied that they can do anything!
I am so angry and don’t what to do next? Any recommendations and anywhere I can escalate this?
Did you receive any type of written confirmation (email, invoice etc.) which proves the rebooking?
How’s the situation now for you? Is this the equivalent to your first flight being completely cancelled (currently no flight for you at all) or does M&M offer any different rebooking option now? What about the miles and fees that you paid for the original flight? Were they refunded?
I received a rebook confirmation by email and it was also appeared in LH app. I was able to go into the booking to select my seat. The situation right now is the booking become empty without any flight. The miles was deducted and the fee was paid. In a limbo state I would say.
Okay, at least you have the confirmation which is important as a proof of your point. Despite that my knowledge on that topic is very limited. You could try sending an email with a deadline.
Considering you seem to have an email confirmation and the miles were deducted from your account, I think you do have the leverage to make MM jump. I would try to write to them and politely, but firmly make clear that they messed up and therefore - award seat availability or not - they should fix it. As you said, it’s not your responsibility to fix someone else’s mess-up. If that means that they now have to buy you a cash ticket with their money instead to make one of their valuable and appreciated customers (I’d think this is a perfect opportunity to point out you are a SEN) happy, so be it.
I mean, in what world do we live where you get a booking confirmation and then the seller tells you “oops”, when it disappears? … Eh…no
I would definitely not give up here, but be persistent and slowly find stronger words if they’d reply with the usual “we are sorry but…” nonsense that only tries to get rid of you.