Miles & More False Advertising

[maestro1981]

Hi Everyone!

I'm new to this board I just have a question, Miles & More (and Star Alliance) advertise a Business Class Upgrade (from B Class to J Class) for 60,000 points one-way from Europe to Australia. Recently I upgraded and was charged 80,000 points. Upon enquiring, I was told that it was because the plane had to refuel in Singapore, thus they were considered 2 separate flights and that for 60,000 I should have chosen a non-stop flight to Australia. The only problem is that in the history of aviation, commercial flights have never flown non-stop to Australia. They admitted this and apologised for any disappointment. I asked for the extra 20,000 points to be refunded to no avail.

Does anyone have any suggestions? How can they advertise this when they can't deliver? Can I take this further?

All my very grateful thanks,

Daniel.

[Evan]

Welcome ! and sorry to say i had to laugh a bit at your problem... As for getting the points back i would keep trying.
E

[lovetravellingoz]

.. As for getting the points back i would keep trying.

I agree. I suggest putting in writing as it is too easy for a phone operator to say no.

[maestro1981]

Yes, I had put it in writing. They admitted it was not possible to fly direct to Australia but they wouldn't refund the points. Any other suggestions?

[QF009]

What they meant was a direct journey from Europe to South Pacific without changing planes in a third zone. Which is actually quite possible as there are NZ single flight number flights that refuel in LAX or HKG. I am not sure if NZ is one of the options on the flight upgrade list however, and I availability on NZ flights out of LHR is close to none anyway.

The inflexibility of the M+M zoning system is one of my bugbears with the program. Going from South Pacific to North Asia is theoretically 90k miles in Business but the 'no third zone' rule restricts you to either Air NZ via AKL or OZ out of SYD, whereas the bulk of the options on TG or SQ would render your award a 3 zone one as there's a flight change in SE Asia, a separate zone.

Unfortunately that kind of response is what I'd expect from the LH teutonics - efficient, inflexible, and totally 'by the book.' Which office did you contact btw?