Star let­ter

Business Traveller - - CON­TENTS -

Your let­ters and on­line com­ments

TOME,TOYOU

On Septem­ber 1, 2018 I re­quested to con­vert 60,000 Star­points to BA Avios at a con­ver­sion rate of 3:1 (20,000). I was also en­ti­tled to a bonus of 5,000 Star­points when con­vert­ing 60,000 Star­points. SPG stated this should take one busi­ness day.

How­ever, on Septem­ber 10 I re­ceived 4,000 Avios (two 2,000 de­posits) in my ac­count from Mar­riott Ho­tels, so I called SPG. I was ad­vised that the con­ver­sion was com­pleted cor­rectly from my SPG ac­count, there­fore I should con­tact BA. I called BA and was ad­vised they needed to con­tact SPG be­fore amend­ing my ac­count.

I left it a few days then called BA and was ad­vised that SPG had not re­sponded. I called SPG and was ad­vised I should call BA again and ask them to phone SPG rather than email. After be­ing passed to a su­per­vi­sor I was told SPG would con­tact BA to get this re­solved. Two days later, I had not re­ceived an up­date so I sent a mes­sage through my SPG ac­count.

On Oc­to­ber 2, two weeks later, I called SPG and was passed to a su­per­vi­sor, who ad­vised that I would re­ceive the cor­rect Avios by Oc­to­ber 5. I called SPG on Oc­to­ber 6, but was told to call back on Mon­day. I de­manded SPG can­cel my re­quest to trans­fer Star­points and re­fund me the 60,000. They said it couldn’t be done on a week­end but my Star­points would be re­funded on Mon­day. To­day is Mon­day and nei­ther has my BA ac­count been up­dated nor has SPG re­funded my Star­points. It has been over a month since my trans­fer re­quest.

Momo Hamdy, Lon­don

MAR­RIOTT IN­TER­NA­TIONAL REPLIES:

Many thanks for bring­ing this to our at­ten­tion. This has been dealt with by our cus­tomer en­gage­ment team. We iden­ti­fied an is­sue that has af­fected some mem­bers of our loy­alty pro­grammes, who have trans­ferred points to be con­verted into Avios for Bri­tish Air­ways’ Ex­ec­u­tive Club. We are work­ing to award any out­stand­ing Avios to those af­fected by this is­sue. Mem­bers can rest as­sured that we have all the in­for­ma­tion we need. If mem­bers ur­gently need to ac­cess any miss­ing Avios as part of points con­ver­sion, they should con­tact Mar­riott’s Cus­tomer En­gage­ment Cen­tres.

INAPPROPRIATEREFERENCE

I was sur­prised and dis­ap­pointed that your ar­ti­cle on Sval­bard (Septem­ber 2018) be­gan with a gra­tu­itous ref­er­ence to the tragic death of Ho­ra­tio Chap­ple, a teenage boy killed there by a po­lar bear some seven years ago. The sad loss of a fam­ily’s son and many peo­ple’s friend shouldn’t have been used to en­tice read­ers into the piece – there are many other en­vi­ron­men­tal, geo­graphic or po­lit­i­cal hooks about Spits­ber­gen that could more ap­pro­pri­ately have been used.

Si­mon Mon­tague, via email

TOM OT­LEY REPLIES

Many thanks for your let­ter. Our rea­son for in­clud­ing it was be­cause we felt the name Sval­bard is as­so­ci­ated with this tragic ac­ci­dent, and not to men­tion this would have been strange. On re­flec­tion, we were wrong. Be­fore his death Ho­ra­tio Chap­ple had vol­un­teered at Sal­is­bury spinal unit, and his fam­ily have set up Ho­ra­tio’s Gar­den, a char­ity that cre­ates and cares for ac­ces­si­ble gar­dens in NHS spinal in­jury cen­tres. We have made a do­na­tion to this. Fur­ther de­tails can be found at ho­r­a­tios­gar­den.org.uk

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