Comments on: Passenger refunded $2,706 after airline denies mileage credit

By: Jesse

Jesse — Tue, 29 Sep 2009 20:20:25 +0000

The way airline mileage works is the airline on which you wish to receive miles (in this case Air Canada) publishes which fare classes on its own flights and partner airlines are eligible to redeem miles. This is stated on each airlines’ web site.

Air Canada’s rules for Singapore flights took me 30 seconds to find (see previous post).

When you book a flight and you want to earn miles, it’s the buyer’s responsibility to make sure he/she is buying in a fare class that earns miles. Some web sites make it very easy to see which fare code your ticket will be in, and others don’t make it as transparent … however, the information is available.

I understand this guy’s frustration, but he waited until AFTER forking over almost 3 grand and taking the flight to check “Oh yeah – will I get miles?”

His fault. He got lucky for the refund. Highly irregular.

By: barbie45

barbie45 — Sat, 26 Sep 2009 14:49:34 +0000

after reading the initial post i do not think the man was just lucky; he went about pursing the matter in a very professional way; he asked for credit back not just once but twice; i do not think Singapore airlines just allowed the matter to be dropped; forgot etc; also if you are entitled to a first class seat and reassigned you should definitely pursue the matter; also if you think a charge is not correct you should contact your credit company; now on air tran there is a ten dollar charge for an aisle seat ,which i wipay for ; but if i do not recieve you can be assured I will complain very loudly; rarely if ever do credit card companies or banks make mistakes in our favor; it is the other way around; also with hackers on line it is wise idea to contest anything which seens incorrect to you.

By: Jennifer (the other one)

Jennifer (the other one) — Sat, 26 Sep 2009 08:22:28 +0000

Like others, I’m skeptical that this wasn’t disclosed anywhere in the terms or purchase contract, but I also find it difficult to believe that a credit card would issue a chargeback based solely on his word. If it truly wasn’t disclosed, then the airline owes him either the miles, or the price difference between the flight he took and the cheapest flight outside their alliance for the same dates.

This issue has come up several times in this column regarding seat assignments, fare classes, mishandled bags, etc. Ultimately, the passenger pays for transport between point A and point B. Nothing short of failure to provide that warrants a full refund. People who abuse chargebacks for ridiculous things like this make it more difficult for honest consumers to have their complaints taken seriously by the credit card companies.

By: Robert Williams

Robert Williams — Fri, 25 Sep 2009 17:53:07 +0000

I purchased an SQ fare on Travelocity a couple of years ago. Fare rules did not mention anything about not acruing miles. In fact the Travelocity website requested my FF number as part of the purchase process. After confirmation of tickets (It was a paper ticket), I called SQ about seat assignments. (within the 24 hour window). The agent told me that it was a non-acruing ticket. SQ refused to do anything. Travelocity gave me the run around. Their satisfaction guarantee meant nothing. They just sent me back to SQ. Both parties refused to refund the ticket, even though I had called back within 24 hours of ticketing, because it was a paper ticket (their requirement that the ticket be a paper ticket). Travelocity did do one thing. They quickly updated the fare rules for the ticket on their web-site.

I should have called my credit card company. Amex is pretty good about this sort of stuff.

By: P.J. Zornosa

P.J. Zornosa — Fri, 25 Sep 2009 16:40:25 +0000

My only comment is that one should check your credit card statement often for the next 60 days. Even though THIS issue may be resolved do not be shocked to see another charge for the same (or close to) amount moving forward. If someone scrutinizes this they actually MAY charge you again thinking the refund was made in error. I only suggest this because that’s exactly what happened to me with a repair service with a computer manufacturer. Good Luck.

By: Chris in NC

Chris in NC — Fri, 25 Sep 2009 15:31:44 +0000

Woah! Hold on a second here.

I agree, that Mr Robertson should not have received a full refund for the flight. However, calling it “theft” of service is going way too far. While it is debatable whether a bank issued chargeback was moral or ethical, doing so is within his right as a Visa holder. He did not do anything illegal (or violate the terms of the CC agreement) by requesting the chargeback. He believed (whether he is right or wrong) that he did not get the service he paid for. He followed the rules in the CC contract. Not even close to being illegal.

SQ would have been wise to settle this before it went this far. I am aware of cases where SQ has offered to “refund” the “value” of the miles (Typically a few hundred dollars) or allow the passenger the option of “buying” the miles. I’m surprised that SQ completely dropped the ball on this one. My suspicion is that the story doesn’t end here (Chris, if you are reading this, please let us know).

At best, Mr Robertson pulled a fast one, but long term, I’m not sure he wins. He may find himself banned from SQ (one of the best airlines in the world). What goes around, comes around.

@barbie45
So 2 wrongs make a right? Good character is someone who does the right thing, all the time. Besides, the CC company and the banks are the ones that are out the money. Its the airline. Guess what, that eventually trickles down to the consumer.

By: barbie45

barbie45 — Fri, 25 Sep 2009 15:01:54 +0000

i dont think he broke the law; think of all the times you have been cheated by credit card compnies ,banks and all areas involved in travel; peole who hve a holier attitude than thou are pompous

By: Joel Wechsler

Joel Wechsler — Fri, 25 Sep 2009 14:28:57 +0000

@EricR OP stands for original poster.
I agree that all Mr. Robertson should have received is the mileage credit. SQ was foolish to agree to a full refund for a flight that he apparently took as was his credit card company. Giving him the miles to which he felt entitled would have made him whole. Now he is in the position of having stolen services, which is in itself against the law. This is nothing to crow about.

By: EricR

EricR — Fri, 25 Sep 2009 07:46:38 +0000

What does your abbreviation “OP” stand for? (I figured out “FA” is flight attendant, at least!)

By: Jesse

Jesse — Thu, 24 Sep 2009 16:48:33 +0000

Aeroplan publishes which fare classes on SQ get award credit:

http://www.aeroplan.com/earn_miles/our_partners/partner_details.do?Partner=SingaporeAirlines

If the guy flew in a class not on that list, then it’s his fault for not checking to be sure. He got very very lucky to get a refund.