Missing airmiles and proving I actually flew

Hi All

Looking for some advice please! I flew return LHR to JFK for three weeks in January. My original booking was economy outgoing and premium economy return. I also paid to check in a second piece of luggage for the outgoing flight.

A few days before the flight I got a courtesy call and ended up upgrading the outgoing to PE. When I upgraded I was assured that the fee I'd paid for the second piece of luggage would be refunded.

A few weeks after I returned, I noticed my airmiles and tier points hadn't been updated, plus I still had no refund. I called customer service and after a long search the [very pleasant] agent said that the reference number I had didn't exist on her system, and she couldn't even find my name on the manifest!

She advised that I email customer relations with scans of my boarding pass, which I still had. I did that on 19th Feb and got an auto email on 26th Feb confirming receipt of the email and stating I would get a response within 28 days. Just about there now, but I still haven't heard from them.

Are they generally slow, or does it really take this long to track down a passengers name on a list? I'm planning give them another call next week, if I don't hear from them but does this happen often? I was able to do OLCI and had no problems with boarding either flight, so I find it a bit odd. OLCI even shows on my flying club account history (although no points).

Has this ever happened to anyone else?

This happens quite often when people upgrade with miles or cash at the airport. VS systems can't quite handle it Usually a quick call is all it takes and then miles and TPs appear.

As for your name not being on the manifest!?!? That is beyond strange, assuming they spelled it correctly?

Customer Relations is always slow to respond, although you are being far more patient that I would... give them a bell to chase up I say. 8D

This happens quite often when people upgrade with miles or cash at the airport. VS systems can't quite handle it Usually a quick call is all it takes and then miles and TPs appear.

As for your name not being on the manifest!?!? That is beyond strange, assuming they spelled it correctly?

Customer Relations is always slow to respond, although you are being far more patient that I would... give them a bell to chase up I say. 8D

OK, thanks. I'm a patient person :w so waiting the 28 days was not big deal for me, as I'm sure it WILL get sorted! Happy to let them work to their set timeline. I do need these tier miles to maintain my silver status, though but I think there's still time to get it sorted (expires in June).

My name is very "English" and not difficult to spell, but I suppose she could have taped it in wrong. If I get a chance I'll give them a buzz tomorrow.

Thanks!

Give them a call ASAP --- 28 days is a myth, they have to be nudged along, if you do not contact them this will drag along for several more weeks, I always contact them after 14 days.