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FRANKFURT (Dow Jones) – The new mileage collection system presents Lufthansa with enormous problems. Since the change comes "in the calculation of premium miles to some difficulties", said the group Frankfurter Allgemeine Sonntagszeitung. Customers reported ridiculous credits.
Since March, Miles & More has divided the collection of bonus miles. The miles required for frequent flyer status are calculated using a proven model such as a distance or a fixed value. However, the reward miles required for the redemption as flight or non-cash reward have since been linked to the ticket price, Lufthansa calls the procedure based on revenue. That means: Those who book expensive tickets get a lot of miles; Who delivers cheap tickets, receives little. The value thus determined is multiplied by a factor which depends, inter alia, on the importance of the customer for Lufthansa. The calculation will include frequent flyer status, booking history and the selected airline within the Star Alliance Alliance.
In practice, the change seems completely wrong. Credits are no longer reported overnight, but only after days. And then they are often wrong. "Unfortunately, a technical mistake leads to low mileage credits," admits Lufthansa to the newspaper. Business figure data from airline tickets would be transmitted incorrectly. Technical support works hard on troubleshooting. "Then we organize corrections, so that all the credits concerned are automatically modified, until we ask for patience," he continues.
Contact's author: [email protected]
DJG / jhe
(END) Dow Jones Newswires
July 8, 2018 4:19 ET (08:19 GMT)
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