Asia Miles
Reviews and Complaints

Hello, I am contacting you because it's been 3 weeks I am waiting for my asia miles membership to be reactivated by the support team. No clue what happened but my membership was randomly deactivated 3 weeks ago. I have contacted the support 3 times already but nothing has been done so far. They are just telling me to send an email to the support team each time, no follow up, no answer. Because of that I could not book my tickets to Singapore using Asia Miles so to be honest I am very angry at the moment. My membership nb is [protected]. Please help.

We are talking here about an action that should take less than a minute.

I had points expiring on 28 February 2023. On 25 February I logged on to redeem. Have done so for same airline numerous times with no issues. Firstly submitted an online form, twice as system did not acknowledge receipt. So tried alternative route of redeeming online. This time, I could not, as the last step to verify threw up "error in central database" after all flights chosen, despite trying 5 times on two separate devices. This is all before 28 February. Contacted via WhatsApp 25 February. Finally got a human to reply on 28 February. She says she will get someone from redemption department to contact me immediately. Nothing til today. Again, March 2 another human said accounts department will contact me immediately to sort out and again nothing. Sent emails. Nothing. Called and waited for 45 mins and no one answered. My airline miles meanwhile have expired with no assistance. I feel robbed.

I redeemed round trip from LHR to AMS

BA cancelled the flight BA430 from LHR to AMS on 12 November

Asia miles ignored my request from 23 October to change other flight on 12 Nov, and replied to me there is no flight available, I BOUGHT the outbound flight and ask for compensation.

on 5 November, the CS called me and offer a flight on 12 November, I didn’t accept the offer

According the the email, “After our phone conversation on 5 November 2022, we offered to assist flight protection for flight BA 428 on 12 November 2022 from London to Amsterdam “

The staff still put on the booking under the same reference number 6G3P2Q! Please admit the false of Cathay Pacific’s and compensate all the expense!

Then BA treated me as no show on ba 428 and cancelled my booking from AMS TO LHR

WE HAVE to buy another flight back and stayed one more night hotel in AMS!

I have told that I am pregnant, the poor customer service of Cathay Pacific made us suffer and anxious! Please reply ASAP! It had took a month now!

I can provide all the invoices for the compensation as below:

Flight ticket AMS TO LHR on 15/11 :€613x2

Hotel on 14/11 HKD735

Flight ticket LHR TO AMS ON 11/11:£129 x2

Hotel on 11/11 HKD 735

Hi, I looked up availability for a flight and Asia Miles showed it was available for 30k pts. I could of course not book it without the pts in my account so I transferred my 30k AmericanExpress pts to Asia Miles/Cathay Pacific. When I went to book, it still showed availability but I kept getting an error when booking. I called them and they said the flight wasn't available. So basically their website lied and now I have 30k pts stuck where I dont want them and won't use them. That's about $450 that I wan't back in the pts I sent over to book a flight that showed available but was not.

Screenshots to prove below.

Hello,

My booking reference no is 6XB85Q Gurung Suk Maya flying back from Kathmandu to HK on 5 Nov 22 by mistake there are two additional pre-paid baggage booked as she has already one baggage (23Kg (allowance) so that I would like to ask for urgent REFUND for this please make necessary arrangement for the refund thanks. I tried to contact using [protected] which is nowhere can get a chance to get through and HK WhatsApp is even worse cannot get the information what you required so this is only option I have got

I spent two days tried to log in my asia miles membership, it showed technical issue ( 8/24-8/25/2022) . It is impossible anyone could talk to you and resolve the problem. Since cathay pacific website combine to Asia mile membership, the technical issue happened . it is totally a mess, membership has been disfunction at all !

Big disappointed for the technical issue can not been fixed !

I referred to my account balance of 61,924 and was dismayed to notice an expired Asia Miles of 32,037- as of 1 Mar 2022.

I am your long loyal and active member. I hope your company apprehend the COVID condition and quarantine requirement in Hong Kong for the past two years, which has deterred my outbound travel.

I have planned to fly again in May to June 2022 and would request your company to re-credit the expired Asia Miles of 32,037 as soon as possible.

Thanks so much your kind consideration.

Best regards,

Melina, Tin Chun Miu

My first ever flight in Finnair's Business class, from Milan to Singapore.

Two hours before boarding in Helsinki we were informed that the inflight entertainment system was not working and couldn't be fixed.

It was a 13 hours flight and our PC was checked-in in Milan!

We were offered free wifi, which didn't work well either, no Youtube for instance.

I was expecting to receive at least some apologies or compensation by Finnair, but almost one month after, not even an email.

Can't really understand how can this happen, in their own HUB, can't provide a minimum of entertainment in such a long (and expensive) flight!

Made a rewards booking for accommodation. Was around 30, 000 points.
Due to flight issues had to change the nights to later in the week. Was advised 1000 penalty plus new rate. Was advised 44, 000 points. Reluctantly agreed 5 hours later. Received phone call from Hong Kong. Could not understand the operator. Received email that my booking had been changed and I had been charged 49, 000. Emailed re charge. Was advised it had changed in the 5 hours and I had been notified by Ray Kam in customer service.

I want you to understand my embarrassment in holding the phone for over 6 hours in fearing that at any time your staff spoke in the phone. I want to participate in your promotion for transferring the credit card points to the Asia Miles account in receiving 10% extra of the Asia miles. However, the credit card company told me to contact your company as he could not confirm the points could be transferred to the account before the deadline on 31.1.2020. My Asia Miles Account No is [protected]. The Manager of the Bank of China informed me yesterday that the points of the bank in my name had been transferred to the Asia Miles Account. The AE card staff also told me yesterday that the points of the bank in my name had been transferred to the account also. Please ensure the points of the two credit cards had been transferred to the Asia Miles Account before the deadline on 31.1.20 to earn the extra 10% bonus. My contact telephone number is [protected]. Thank you for your kind attention.

Complaint against the Poor and Unhelpful Customer Services of Asia Miles, and forfeited of my flight awards (^65, 000) by the unreasonable delay of granting of my CX255 flight ticket (from Hong Kong to London on 16.12.2019) at waitlist booking [Booking reference: L7FW97]

Dear ALL,

I hereby lodged the captioned complaint against: (1) the poor and unhelpful customer services of Asia Miles and (2) forfeited of my flight awards (^65, 000) by the unreasonable delay of granting of my flight ticket from Hong Kong to London.

Background of Complaint

I lodged my application on the above flight ticket booking to Asia Miles on 30.9.2019. However, up to the present moment, I have received no response from Asia Miles to confirm whether my flight ticket booking is successful or failure, and it just waste my time for almost two months by the irresponsible and unhelpful working attitude of Asia Miles which make me very disappointed and frustrated.

Most important is that, by the delay of confirmation of my flight ticket booking, my flight awards (^65, 000) will be expired/forfeited at HK time 22:00 on 25.11.2019. In this connection, there is a double lose to me: I am hold up by Asia Miles for my flight ticket confirmation on one side and I lose my flight awards (^65, 000) on the other side. As a valuable and prestige member of AE Cathay Pacific Elite Credit Card as well as Asia Miles, I certainly believe that there is much room for improvement of Asia Miles flight ticket booking procedure and system bearing in mind that I have applied for vacation leave from 16.12.2019 and such uncertainty and ambiguity make me very frustrated and seriously affect my mood to have an amazing journey to London.

In view of the above, I phoned to customer service hotline of Asia Miles several times in November 2019, but it made me even more frustrated and confused. I needed to listen to the voice instruction over phone and then press "1", "3" or "4" just a series of number with no one directly answered my enquiry. What a poor, cold and unhelpful customer services of Asia Miles which cannot be accepted in Hong Kong today. Later, the customer services staff answered my phone but they just advised me to be more patience and they cannot confirm with me whether my flight ticket booking (lodged since 30.9.2019) will be successful or failure. Much worse than that, different customer services staff gave me different and contradicted replies and advices which made me more confused. In fact, I am a layman and I am, of course, do not have much knowledge about the policy of Asia Miles than her customer services staff. Recently, my friends (also members of Asia Miles) told me that if my flight waitlist booking cannot be confirmed, my flight awards (^65, 000) will be forfeited eventually which made me have a shock and perplexed.

Content of Complaint

1) the poor, cold and unhelpful customer services, and contradicted and confused advices of Asia Miles and;

2) the delay of confirmation of my flight ticket booking and the forfeited of my flight awards (^65, 000) by Asia Miles.

Follow-up Action of Complaint

To conclude, I believe Asia Miles is a good faith company and will not render her members/customers to have un-amazing journey. In order to achieve a "win-win" situation, I hereby request Asia Miles to confirm my above flight ticket booking or allow me to change to another flight date or flight destination by the end of December 2019. Otherwise, would Asia Miles please extend the expiry day of my flight awards (^65, 000) for 1 month (i.e. by the end of December 2019) so that I will have a reasonable time to change my flight day or flight destination according.

My flight schedule to Kaoshiung Taiwan which I redeemed from Asia Miles got postponed without any reason.

I have a filed a similar complaint earlier and there is no response at all.

I would like to request for compensation as the flight postpone affects my appointment schedules.

Flight: KA0692
Depart from: Penang Intl Airport
Transit at: HK Intl Airport
Arrival at: Kaoshiung Intl Airport

The purpose of choosing Cathay airline is due to the trust I have but this incident has disappointed me. I will consider other airlines next time with such poor service from Cathay.

I write to complain about the unreasonable and unacceptable arrangement in handling customers' exchange of air tickets.

I am a member of your company and with your reputable image and sound advertisment in the market, I would believed that your company is trustworthy and excellent in customer services.

However, I recently encountered a very disappointing experience in exchanging the air tickets. Firstly, most of the flights would put customers on waiting list first and cannot be confirmed until almost 10 days piror to the flying date but on the other hand, we can only secure our flights if we are willing to spend extra points which means your company actually have seats but not being release to your customers. Is this a trick of cheating your customers' money? Is this your company style of doing business in the world? To be honest, what's the point of being a member of your company and tried very hard to save the points while we cannot join the services?

Besides, I tried to contact the customer hotline for 2 days but the line is busy forever. I left messages but there is no one to call back for days. Is this the so called good customer services? As your customers cannot seek for help when we are having problems?

I believe that as a customer of your company, I have the right to take any necessary actions against your company concerning the unresonable and unacceptable acts concerning the above complaints. However it is neither an ideal nor practical way of resolving the problem. I am totally disappointed in the no response so far given your reputation in quality in the market. From my experience so far, I am greatly doubtful about the customer services pledge from your company.

I hope my complaints can be dealt with at once before I turn to media or related government department and I look forward to hearing from you to solve my ticket issue as soon as possible. Please contact me at [protected] as soon as I sent this out.

From Mr. Law

Good afternoon,

I submitted four flights in the miles claim area because, despite the membership card number applied during the check-in, it didn't come out in the final amount of miles.
The system's answer to my application was that apparently the mileage for the 4 flights were credited to another reward programme.
But I don't use other reward programmes with British airways.

Is it possible to check what's the matter?
Here below my personal infos:
- Asia miles membership number is: [protected].
- name/surname: Vanessa Vasone
- Booking number of the 4 flights: OQ87TR.
06 Jun BA0168 Shanghai-London ET [protected]
06 Jun BA0570 London-Milan
03 Jul BA0583 Milan-London ET [protected]
03 Jul BA169 London-Shanghai

Best regards,
Vanessa Vasone

I prebooked the inflight purchase products. When I was onboard and received what I had purchased, the crew member asked me to pay straight away and NO ONE asked my membership number. I thought the system will automatically record my membership number on receipt because the purchase was made on the website. But the truth is it sucks and nothing showed on the receipt except the products and amount. When I brought the receipt and other proof documents talking to the customer service team regarding claiming my miles back, they said only if you had presented the membership card on board to get the miles. What a trap Marco Polo and Asia miles are playing behind the customers. I regret that I was still believing this company when I booked the hotel through Asia Miles two month ago and has not got any miles yet. I tried to find complaint hotline through their website and there is none of it existed. Probably they are afraid all their so called customer service team will handle the complaint day and night, even if there is no customer service in this company.

This is the most disorganized company. Talk to five people, get five different answers.

Do not use for amex, spg or other points transfers to asia miles!

The transfers take forever, reject often, and if there's a problem forget about trying to fix it with their customer service. Allow a month to book tickets with them for all the bs, inefficiency, waiting for points transfers, back and forth, etc.

Even after I booked and paid, which took weeks, they take several days to actually issue a ticket. They will cause problems with last minute or close-in bookings so don't waste your time, effort or points. You'll get an itinerary showing a reservation but don't even show up to the airport until they decide to issue the ticket. Which may or may not be in time for your planned trip.

If you plan to travel within 2 weeks do not even consider transferring points or trying to get a ticket issued in time! It's impossible!

You're dealing with some amateur chinese loyalty company with only filipino representatives who don't know much about what they're doing. Philippines call centers remain the worst on the planet. They work for peanuts (Which is what they deserve) and are not intelligent or even minimally knowledgeable people.

Since they are affiliated with cathay pacific which I always thought was a premium airline, I expected competency and better service. Not even close!

Now I consider cathay pacific to be just another "made in china" piece of crap imitation product, just like all the other counterfeited/fake stuff coming out of china. Cathay pacific should put a big "made in china" sticker on the bottom of their airplanes just like all the other fake chinese stuff. At least then people know not to expect much.

Do not waste your time with this program or the idiots who work there!

This program is all but impossible to deal with. All staff encountered were uninformed and unhelpful. Management is nonexistent. I don't know who's worse, the idiots in the philippines call center (S) or the chinese managers who oversee this scam/mess.

Stay away from asia miles and cathay pacific! There's so so many other options on their routes that you don't need to risk anything with either of these companies or let them ruin or complicate your travel plans.

website has been broken ever since their last "revamp" a couple of years ago. impossible to use more than a few minutes before the website logs you off for a bogus timeout. utter incompetence, company ignores complaints, probably hiding a flawed procurement system that protects incompetent vendors or internal manager selection process. it sure ain't like it used to be in the good ole days when Asia Miles was the gold standard. boo!

Tried to book a flight from Toronto to Seattle. Dates were 25 days from my actual flight schedule.
The service desk could NOT book me 1 seat despite the 25 day advance booking. My family and I have been Asia Miles members since 2002 and have participated in many of their (Cathay Pacific's) survey. I will hence forth never participate hereon. Never ever encourage my friends to fly any Airlines connected to Asia Miles.

This company is not attentive to the needs of the customers, but their own selfishness. Useless, Fraudulent programme run by them...SHAME ON THEM.

Asia Miles suck. Customer Service sucks, reaching to their Call Centre in Hong Kong sucks even more. I don't even know what better words can describe Asia Miles other than "sucks". You got a complaint about them? They do not CARE about you because they their mistakes, you're just an unlucky one. Too bad.

I attempted to call the Cantonese line on September 7th 12 times, through out the entire day and left voice message. NO ONE called back. No one. So for the last attempt, I went for the English Line and it went through.
The first customer representative FAILED to assist me. I asked to redeem my points for a flight ticket between September 20th to September 26th. He said no available flights are available, please contact our partnered airlines to find out the available flights. I told him that last time when I redeemed my points, one of the staffs actually contacted the partner airlines for me to find out the available flights. He RESPONDED - "BECAUSE YOU"RE LUCKY". Oh really?! Oh I'm SO THANKFUL. OH WOW...yea right.

Checked the partner airlines' website and found available flights. Called back to the English Line and got someone else to check. Spoke to a girl on the phone, again. No available flights and added that they're "system is more updated" than their airline partner's website. Later, she found an available flight on September 27th and said 50, 000 points' needed. I told her..."no...last year (2013), 20, 000 is only needed for round trip tickets from YVR to LAX". Then she replied that it has changed...Well great, guess I can't redeem my points for the tickets.

So I purchased my tickets from Expedia. A LESS FRUSTRATING & WITH BETTER CUSTOMER SERVICE COMPANY. Found a ticket that's on special. Got it and made a complaint on Asia Miles' Facebook and Twitter. Jenny, is one of the staffs that followed up on me via Facebook. Told her what happened and she said she'll get someone to get back to me.

A day after, received a email from one of the staffs. She said she has FOUND AN AVAILABLE FLIGHT ON SEPTEMBER 25TH. "FYI-ED ME THAT ONLY 20, 000 POINTS' NEEDED." Excuse me?! So I emailed back saying that they have MADE MISTAKES AND CONFUSED ME. 1) Only 20, 000 is NEEDED and NOT 50, 000. 2) Available flight on September 25th and not that it's unavailable, although they claimed that their system is UPDATED. 3) They EMAILED back after I said I HAVE PURCHASED A TICKET FROM ANOTHER TRAVEL AGENCY ALREADY

So today, one of their representatives called FROM MANILA (till now I still don't understand why I haven't received a call yet from Hong Kong). Long story short, she told me the lists of available flights. AGAIN, I've mentioned that I ALREADY SAID I HAVE PURCHASED A TICKET ALREADY IN MY COMPLAINTS. Then she said they can't do anything. They can't give any reimbursements, all they could say is "don't worry, this will never happen again, " "sorry, we can't do anything". I asked her to have the complaint forwarded the the Hong Kong's head office; yet, she said that my email's going to be ended up forwarded to the Office in Manila, Philippines. And nothing can be done cause the decision has been done.

I attempted to call the Cantonese line after the call. And...it's the we're busy, please leave a voice message.

Yes, Asia Miles. I GOT IT. NOTHING CAN BE DONE. YOUR MISTAKES, MY PROBLEM. Not only you just lost ME as a customer, you have lost another 2 at the same time. You're welcome and I will continue spreading my honest review upon your poor customer service. I will avoid taking the airlines that's part of the Asia Miles program, have a great day!

I just redeem the tickets for my parents under their Macropolo club. After many time full reservations, I finally can book the tickets but i still cannot issue the tickets.They ask me to contact the service desk (+[protected] Hong Kong / +[protected] world wide) to issue the ticket before April 30 if not the tickets will be automatically canceled. I called many times and its took too difficult to get in queue with some customer service representatives. I have waited at least 1 hour and half or more each time but I still cannot get answered by anyone. If they cannot issue the tickets, why don't they directly reply? Why do they have to advertise that we can redeem our points for tickets. I have been waiting for hours and hours until my cell phone is out of battery, my phone card is running out of money, my Skype account is no money left. They are still no answer.
DON'T TRUST CATHAY PACIFIC