China Airlines Complaint - unreasonable withdrawal of mileages
Complain letter to China Airlines
To whom it may concern,
Re: complain about unreasonable withdrawal of mileages WA0617286 and WA0617297
This email even without a signature, without a person to be in charge of my complaint is a totally unacceptable reply. We're very angry about your reply. What do you meant by 作業並無疏失, 無法配合辦理?????
疏失#1. Being a member of your Dynesty Flyer Program, I had never received any annual statements mentioning about the exact expiry date of my mileages. What I received during the last years were just promotions.
疏失#2. It's me who remember that our mileage were accumulated since 2001. Counting 6 years, I estimated that some of them should be expired in 2007. That's why I called up your member department in Sept 2006 to check about the exact date of expiry and your staff confirmed with me firmly that the expiry date is 31/12/2007 . NOT 31/12/2006 !
Anyway, I (WA0617286) contacted both the member department and reservation department to claim my mileages for a business class return ticket HK-Sapporo in Nov2006 (booking ref K2TDFU). My sister (WA0617297) made another booking for economic class ticket of the same flight with and up-grading I class for one of the arm (K3A34S).
疏失#3. Again all along, nobody inform us that our mileages would be gone if our ticket doesn't issue before 31/12/2006. You staff even repeatedly reassured me that it's pretty safe to wait as the "C" class is not full and your company will give out "O" class ticket gradually. Moreover, the ticket will be valid for 1 year for any dates available.
All that happened months before your "so-called" expiry date 12/31/2006! Without the multiple faults of your staffs, I could have redeem tickets successfully for any other places or any other dates which are available well before 12/31/2006.
疏失#4. I waited patiently for 2 months until 3/1/2007. My travel agent told me that the booking K3A34S with an "I" class arm was sunddenly cancelled because there're inadequate mileage for upgrading. Not until then, I found out that 20000 mileages were withdrawn from both our accounts. I called up the member department immediately and your staff said that they're sorry about the mistakes and they would contact the TaiPei headoffice by telegraph and arrange to reverse the mileage to us.
疏失#5. Despite repeated tracing for more than 3 weeks, your staff still keep telling me that your administrative department is following up the matter but telegraph communication takes time for the reserve of mileages!
疏失#6. Until today 26/01/2007, just 1 week left from my planned departure day, when I called up your staff Ms Ng again, she told me that the administrative department had replied me by email but in fact I received nothing. Then I urged for a reply and I received this rubbish reply from 香港分公司 行政部 (instead of Taipei) without a signature or a person to be in charge of my complaint.
That made us feeling like being fooled around with lies again and again during the last few months. You're wasting our time and cheating to avoid give out the redemption tickets which we're qualified to get. Is that the usual way you treat your frequent flyer customer??? How can we trust such a company and use your service in the future?
If you don't reverse the mileage to us immediately, I urge you to compensate our loss monetarily and spiratually. THe monetary loss for me costs a business class ticket of another airlines I need to pay now for for the coming trip to and from Sapporo (the cheapest one so far is ANA HK$6500). And that for my sister is the cost of upgrading 1 arm to business class in another company (the cheapest is ANA HK$300). Moreover, if we failed to get confirm tickets from other airlines and the trip is ruined due to all the delay you've caused, you need to compensate us for all the expenses we booked for the trip in addition.
Looking forward to your prompt reply or we'll make complains to the customer service department, consumer council, 旅遊業議會, and mass medias. And we'll sue you for your cheating and irresonsible behaviour.
Tsang Shi Lok, Colette (WA0617286) and Tsang Shi Ah, Therese (WA0617297)
Subject: re : 會員哩程
Date: Fri, 26 Jan 2007 09:33:52 +0800
> 換領一張東南亞淡季來回機票﹝HKG X/ TPE / CTS X/ TPE / HKG﹞需 35,000分，有
> 效期按換領機票日計算起一年內使用；而升等一段東南亞商務艙﹝TPE / CTS﹞需
> 會員累積之哩程必須在 6年﹝曆年﹞內換獎並依規定使用完畢
> 依訂位紀錄， 貴客回程機位，因需求殷切自去年底至今仍需候補未能確認
> 惟 貴客 2001年之哩程效期至 2006年12月31日後已告失效，未能作本年 2 月之
>會員部依作業規定如實回覆，作業並無疏失； 貴客要求 2001年之哩程延期部份，本
> 耑此 順祝
>香港分公司 行政部 敬覆