MOV­ING THE GOAL POSTS

Business Traveller (Asia-Pacific) - - INBOX -

I booked a flight on Jan­uary 15, via the Thai Air­ways web­site, from Brus­sels to Hong Kong de­part­ing March 6.

As a mem­ber of Aegean Air­lines Miles + Bonus, I chose the K class econ­omy reser­va­tion in or­der to col­lect 100 per cent of the miles flown. How­ever, when I checked my ac­count, I was sur­prised to see only part of those miles had been cred­ited, so I con­tacted Aegean.

In their re­sponse, they ex­plained that changes to the mileage re­demp­tion scheme had been is­sued and pub­lished on Fe­bru­ary 27 – and that my flight and class had there­fore au­to­mat­i­cally been re­vised.

I found this re­sponse un­ac­cept­able, and ques­tion the le­gal­ity. I specif­i­cally chose a more ex­pen­sive ticket to earn 100 per cent of miles – which I was clearly en­ti­tled to at the time of book­ing. Sub­se­quent changes made by the air­line should not im­pact this. Marc Bar­ber, Bel­gium AEGEAN AIR­LINES RE­SPONDS: As Mr Bar­ber men­tioned, our mem­bers may eas­ily see the cor­re­spond­ing miles of their flights by con­sult­ing the fare earn­ing charts, which are avail­able through the of­fi­cial web­site of Miles + Bonus.

How­ever, re­spec­tive charts can be pe­ri­od­i­cally al­tered, ac­cord­ing to any up­dates on our in­ter­nal agree­ments with the air car­ri­ers.

In such cases, our cus­tomers are im­me­di­ately no­ti­fied of the rel­e­vant changes via our of­fi­cial web­site, while the new mileage charts, de­picted on our web­site, are ap­plied with im­me­di­ate ef­fect. Re­spec­tive in­for­ma­tion is also in­cluded in this link, which states: “the ef­fec­tive date re­lates to flight events, re­gard­less of the book­ing date”.

Based on the above terms, although we un­der­stand that Mr Bar­ber booked his flights be­fore the change of the “Thai Air­ways” charts, Thai can only au­tho­rise the mileage ac­crual ac­cord­ing to the valid earn­ing charts.

How­ever, in this case we have ex­cep­tion­ally cred­ited the ad­di­tional miles to Mr Bar­ber’s ac­count as a good­will ges­ture.

We ap­pre­ci­ate Mr Bar­ber’s ini­tia­tive to bring this to our attention. It is our plea­sure to an­swer cus­tomer ques­tions and re­ceive feed­back on our loy­alty pro­gramme. We look for­ward to wel­com­ing him on board our flights in the near fu­ture.

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