businesstraveller.com OCTOBER^2017
Inbox I 19MILEAGE RUN-AROUND
Having failed to resolve a range of Turkish Airlines frequent flyer issues, I
have decided to seek your help. Briefly stated, I joined the TK frequent flyer
programme in February and was provided with an electronic version of a
membership card and number.
On March 5, I sent an email to arrange for the points earned on other
Star Alliance flights to be credited to my membership, as is provided for in
their rules. I received no reply. So I wrote again... still no reply.
At this stage I have written close to 20 times. On the rare occasion I
have received a reply it has been to ask me to provide proof of travel on
the flights referred to and a copy of my passport. By now I have provided
all of that information at least four times, both electronically and by
sending hard copies of the various documents.
I’ve also been told, several times, that the first time I check in for a Star
Alliance flight, I should present the electronic membership card and I will
receive a “proper” card in the mail. I have done as requested several times,
but still no “proper” card has been received.
When checking in for flights, staff have told me that there is no record
of the membership number in the Star Alliance system. I have advised TK
of this several times and asked why, given that the number I am trying to
use is the one provided by them! In this morning’s message they finally
confirmed that the number I have been using is wrong, but have yet to
advise me of the correct number.
Enough is enough. Over the past year I have taken more than 50
flights, so I would have thought that an airline would be interested in
my business, but I guess I must be wrong. I have formed
the opinion that the TK customer service people and top
executives are either incompetent or they don’t care about
getting business.
For that reason I have decided not to use Turkish Airlines
when I fly to Australia next month, even though flying from
Sofia, Istanbul would be a more convenient airport than, say,
London or Frankfurt. Why consider using an airline that is not
interested in my business?
Jeffrey Carswell, CopenhagenTURKISH AIRLINES RESPONDS:
Thank you very much for your letter and once again, we
thank you for registering with us to become our Miles &
Smiles frequent flyer member.
We have shared your case with our customer relations
department and understand that the start date of your
membership with us was dated February 23, 2017. We
received your requests to have your mileage accrued from
your Lufthansa and Air Canada flights.
However, we could not fulfil your requests because
these mileages have already been credited to another Star
Alliance frequent flyer membership account of yours.
We do sincerely hope that we are able to serve you again
in the near future.He continued to shout and my Mandarin-speaking colleague tried to
step in and assist, but to no avail. The man kept shouting at her. Eventually
he walked away and thereafter I saw him performing some type of lower
body lift-up exercise in the front galley.
This display of outright and unwarranted discourtesy to passengers is
entirely unacceptable. We have sent a complaint to China Southern but at
time of writing have yet to receive a reply.
Anthony Arrigo, Australia
CHINA SOUTHERN AIRLINES REPLIES:
China Southern Airlines appreciates the concern and support from
our passengers, the media and the public. According to the laws and
regulations of the CAAC, in order to ensure the normal
operation of the aircraft’s navigation system, passengers
must turn off all portable electronic devices during the
entire flight and make sure that their mobile phone stays
turned off, for which the security officers perform security
checks according to legal requirements.
China Southern Airlines is always committed to the
philosophy of “Putting customers first and serving with
sincerity”, and will continue to improve its standards of
service to provide passengers with a convenient and
comfortable travel experience.