SUBJECT: Missing Mileage
QUESTION: Debbie S. wrote...
Maybe you can help me!
Who do you go to to resolve issues of partners not crediting bonus mileage... for example, you reserve a car with Hertz using a United Airlines FFP number. As a Hertz gold member, you don't really deal with the agent directly. I see that the number is on the receipt, but I haven't seen the mileage credited. I realize there is a delay in posting these miles. How long a delay would this be typically?
I checked with United and they say that they can't do anything and to
talk to Hertz, but I don't seem to be getting anywhere. Not to mention
there is no link to email on the Hertz site that I can find. Any
suggestions? Much appreciated! :-) Great website! Extremely informative!
--Debbie S.
RESPONSE
Debbie--
Thanks for the kind words. Glad you found the site to be of interest.
For the partners (i.e. all Mileage Plus airlines/hotels/rental car
companies/other participating companies EXCEPT United itself), allow 60
days for the mileage to be credited to your account. This can be
annoying, but the data accumulation (by the partner), transfer (to the
program operator, United in this case), downloading to the member
database (Mileage Plus), and appearance on the member's mileage
statement takes time, and in some cases involves mailing magnetic
computer tapes across one or more continents.
If you have access to the internet, and can review your account online,
you will see the transactions immediately after they've been posted to
your account... rather than having to wait until the next scheduled
statement to arrive by snail-mail.
After waiting the prescribed time, the usual procedure is to send a copy
of your ticket and boarding pass (for airline credit), or proof of
purchase (for other eligible transactions) to the program operator.
United's published guidelines, copied from their web site, are as
follow:
"Missing Mileage Credit.
In the event mileage earned with United Airlines or an airline partner
does not appear on your Mileage Plus Summary, please follow these simple
steps:
For missing credit for United flights taken within six months -- you may
call the Mileage Plus Service Center and provide your ticket number to
receive credit by phone.
For other missing United or airline partner credit -- please send a copy
of your ticket and your original boarding pass to Mileage Plus.
For all other missing hotel or car rental credit -- send a copy of your
hotel folio or your car rental agreement to Mileage Plus.
Allow two months for partner credit to appear on your Mileage Plus
Summary, as the partner must confirm qualifying travel.
You have up to 12 months to report missing mileage credit. Documents
submitted will not be returned."
If you've already sent the appropriate documentation to United, and
still there's no sign of your missing mileage after two months, try
resubmitting. Be sure to include your name, Mileage Plus number, and
your phone number. If that doesn't work, send a copy of your original
request together with a strongly worded complaint to:
Mr. Gerald Greenwald
President
United Airlines
P.O. Box 66100
Chicago, IL 60666
Copy the above to Frequent Flyer magazine and InsideFlyer magazine.
(I only recommend this final step as a last-resort tactic. In general,
airlines do their best to process such "retro requests" quickly and
efficiently. It sometimes becomes necessary, however, to go outside the
established channel.)
One other lesson, which you've probably learned the hard way: save all
relevant documentation until you confirm that the mileage is posted. And
do, religiously, check your account to insure that you received credit
for all eligible transactions. As it says elsewhere in United's program
materials, it is the member's responsibility to obtain mileage credit.
