Expired Airline Miles - Bummed Out *But AA Rocks*

[huskies90]

Just found out my Americaln Airline miles expired. I thought I had more time but I guess I have been busy. It is over 75,000 miles which is equivelant to 3 tickets. I am very upset and it just doesn't seem right that all those miles I earned being a loyal American Airlines customer can just disappear. Has this happened to anyone...? Do I have any recourse???


EDIT **For the happy ending, go to post #53 on page 4**

2ND EDIT **Final Results - post #66 on Page 5**

 

[safetymom]

Did you try calling the airline? This is part of the way the airlines operate today. They don't consider you loyal if your account hasn't had any activity.

 

[huskies90]

Did you try calling the airline? This is part of the way the airlines operate today. They don't consider you loyal if your account hasn't had any activity.

I tried and got "that's our policy". They had an old email address on my account that I canceled years ago so I was never notified my miles were expiring to which they said "that is my problem" and "it is my responibility to update my account" They said..."I am sure you would have notified the bank if you moved, why are we any different" to which I replied: "OK, but if I forgot to notify them, they wouldn't say whoops, too bad you lost your money" And the lady comes back with a "well...too bad"...

 

[CarolA]

To the airlines a loyal customer is one who is spending money with them. AA miles expire after 18 months of no activity. This policy started in 12/15/07 so it's been a while.

This is a costly lesson. It's up to you to monitor your mile and points accounts. (I actually monitor for my account, my mothers and my boyfriends!)

 

[john398]

You can buy them back but it could get expensive
see here

 

[crashbb]

Sorry, but I'm with AA. It isn't their problem that you didn't update your information. You could also have easily found out the details about expiration by checking the AA website. Given that, according to the website, miles expire after 18 months of inactivity, I doubt that AA sees you as a"loyal American Airlines customer".

You can, by the way, "reactivate" your miles for a fee ($50 per 5,000 miles). The info is in the FAQ section. I'm not sure if the cost is worth it to - you'll have see how much the "free" tickets would save you and whether it is more than the reactivation fee.

Finally, there is the postdate transaction option. If you had a transaction with any of AA partners within the last 12 months and that was before you expiration date, you can request credit for that transaction. Since it occurred before the expiration date (but wasn't credited) it will re-activate your miles.

Check the FAQ section on the AA Advantage page.

 

[huskies90]

Sorry, It isn't their problem that you didn't update your information.

That is exactly what they said to me. I worked in a customer service organization for 15 years and if we ever said something like that...sorry, that is just awful awful awful customer service

You could also have easily found out the details about expiration by checking the AA website.

I agree I coulda and shoulda done this. But didn't. I guess I got busy with other stuff. Other companies call their customers or send a simple note. They even said they have on record that my email bounced back undelivered.

I doubt that AA sees you as a"loyal American Airlines customer".

True, too. I changed jobs and don't fly like I used to. But the miles I earned were while I was flying twice a month on business and EXTREMELY loyal. I guess that doesn't count.

Finally, there is the postdate transaction option. If you had a transaction with any of AA partners within the last 12 months and that was before you expiration date, you can request credit for that transaction. Since it occurred before the expiration date (but wasn't credited) it will re-activate your miles.

This was the most bizarre thing of it all. So, yes, I have actually had an eligible transaction but my window for reactivating is closing. It has to be between October 28, 2007 and December 15, 2007 and tomorrow the window will be October 29, 2007 and December 15, 2007, etc. etc. I have a transaction from a Disney trip in August 2007 but I (apparently) just missed the window by two months. So not only am I out of luck and it turns out I even oh just so close out of luck...



Thanks for the information everyone but I wasn't looking for y'all to just repeat what the mean customer service lady said to me. I was wondering if anyone had a similar experience and had an alternative suggestion...

 

[crashbb]

Okay - remind me not of offer you help ever again.

Since you didn't tell us what the agent said, how were we to know that you had gone through the options? We often have people asking questions and they haven't gone through all the options listed on the airline websites and need a point in the right direction.

 

[huskies90]

crashbb - I did say what the agent said in my second post.

I apologize, obviously I am a bit upset...

Your last two comments were more what I was looking for. That retro active thing is great but just doesn't work, and frankly seems a bit weird. You either can re activate them or not. why should the window shrink?? So, if I did this in August '08 after the fact I am OK but now I am not??? Just really weird

And the second one about buying back miles is good too except to buy back 25000 which is the minimum for one flight it will cost over $350 so at that point, you might as well just fly on Southwest...kinda defeating the purpose

 

[crashbb]

Your last two comments were more what I was looking for. That retro active thing is great but just doesn't work, and frankly seems a bit weird. You either can re activate them or not. why should the window shrink?? So, if I did this in August '08 after the fact I am OK but now I am not??? Just really weird

I'm not really sure what you mean about the window shrinking. The window is always 12 months from the time of the transaction. It is based on the date of your transaction - not the date of expiration (basically the ability to save from expiration is a loophole). I don't know the AA partners, but I'd probably search very hard to see if I had used one (Air Canada includes places like gas stations and drug stores, so I doubt that 12 months would go by without using one).

 

[kaytieeldr]

I agree I coulda and shoulda done this. But didn't. I guess I got busy with other stuff. Other companies call their customers or send a simple note. They even said they have on record that my email bounced back undelivered.

I'm sorry, but I know of no airline loyalty program that contacts you to let you know your miles/credits are about to expire - either by phone or mail. And if your e-mail bounced back undeliverable, really it's not up to the airline or other business to search for an updated e-mail address.

 

[huskies90]

I'm sorry, but I know of no airline loyalty program that contacts you to let you know your miles/credits are about to expire - either by phone or mail. And if your e-mail bounced back undeliverable, really it's not up to the airline or other business to search for an updated e-mail address.

So that makes it right? "Mom, all the other kids are doing it..."

 

[safetymom]

How do you suggest they handle it? Just ask to get your miles back? It is up to everyone to make sure their miles don't expire if that is the airlines rules.

 

[huskies90]

I'm not really sure what you mean about the window shrinking. The window is always 12 months from the time of the transaction. It is based on the date of your transaction - not the date of expiration (basically the ability to save from expiration is a loophole). I don't know the AA partners, but I'd probably search very hard to see if I had used one (Air Canada includes places like gas stations and drug stores, so I doubt that 12 months would go by without using one).

I think what it means is that they will not allow you to go back into history forever. They are putting a limit on it. So, basically, it is 12 months from the current date AND prior to the expiration date. This way, you can't come back 7 years from now and say you have a valid transaction prior to the miles expiring and request to have them re-instated, I think. Again it was pretty confusing. Good idea to look at the other partners in more detail, maybe I can pull something up from last year...thanks!!

 

[huskies90]

How do you suggest they handle it? Just ask to get your miles back? It is up to everyone to make sure their miles don't expire if that is the airlines rules.

Seriously, folks, please stop telling me what I SHOULD have done. I get that, I screwed up. GEEZ!!!!! It is awesome that everyone here is so knowledgable but do you all have to be so perfect, too???

 

[safetymom]

The motto of the transportation board is that there is no pixie dust here. The policies may not be consumer friendly but they are what they are.

 

[huskies90]

The motto of the transportation board is that there is no pixie dust here. The policies may not be consumer friendly but they are what they are.

Touché

 

[teedisney]

Y'all are being a bit testy today. My DH miles expired with USAir (not quite 75K though). I emailed them and they gave us a one-time exception. I then signed up for e-rewards and send a few miles to his account every month to keep it active.

 

[huskies90]

Y'all are being a bit testy today. My DH miles expired with USAir (not quite 75K though). I emailed them and they gave us a one-time exception. I then signed up for e-rewards and send a few miles to his account every month to keep it active.

Thanks Tee!! Yeah I'm in a pretty bad mood today, no doubt. I thought about trying to talk to them again tomorrow. I called twice today and just got so upset. I know it was my fault and I know no other airlines do it, but it would have been good customer service to take care of your once very long and loyal customer and at least contact me. Drop me a line. That's all. Is that so tough? But the attitude I got today really made me think that the agents I talked to were just told they have thirty days left which when you think about it may be true. Who knows...

But thanks, maybe I'll give it another shot tomorrow...

 

[kaytieeldr]

You asked

Has this happened to anyone...? Do I have any recourse???

and you got answers and advice. We can't help that you didn't like the answers, but do you have to be sarcastic?