The new HFP chat thread – Saturday 16th May

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• Optimus Prime says:

  16 May16 May 14:05

  Miles and More status extended for one year.

  • Rob says:

    16 May16 May 14:51

    …. but no change to rules on miles expiry.

• penguin says:

  16 May16 May 14:18

  I bought some Turkish flights through American Express Travel, which were cancelled in mid-March. I requested a refund over 6 weeks ago but got nothing yet, and they are now quoting 12 weeks. Apparently they can only refund me once Turkish Airlines refund them…but it appears Turkish aren’t refunding until 2 months after the crisis has passed.

  Thought buying through Amex Travel would make things easier but having this much cash tied up – with no definite timeline – is a bit ridiculous.

  Any tips?

  • Sarah Miller says:

    16 May16 May 17:28

    We have been trying to get refund from Sri Lankan Airways since March. Just contacted Amex and they have credited our account with the amount (contacted them a couple of times, once early on and then last week)

• marcw says:

  16 May16 May 14:31

  Thailand has extended international flight ban until 30th June.

  • Ols says:

    16 May16 May 16:15

    Have flights booked for family holiday in Thailand in August. Pretty sure we won’t be going.

    • marcw says:

      16 May16 May 16:49

      Can’t tell you what happens, but I hope I will make it to Thailand this August (planning to go on the second half). I’ve been following the news on Bangkok Post, and so far, they are lifting slowly the lock down. I hope that in July they’ll start accepting tourists.
      On another note, it seems Philippines are slowly allowing international flights.

• rahaney says:

  16 May16 May 15:20

  Potentially upgrading BA from WTP to CW with Avios for late this year. Original tickets booked pre covid. If the flights ended up being cancelled, would I get the upgrade costs (points /fees) back?? Or just the original ticket price? Ta

  • Reeferman says:

    16 May16 May 16:26

    Coincidentally, I had this conversation with BA recently. I mistakenly thought I had upgraded a flight whereas, in fact, I had already book Club and had actually changed my flights to an earlier flight(also Club) the same day.
    The flights were cancelled for obv reasons.
    BA said to me that if it was an upgrade I would have got the full amount returned (original booking cost and upgrade cost – incl any AVIOS) whereas as it was a change of flight, I was only entitled to the original costs to be returned.

• Jim says:

  16 May16 May 17:09

  I have a Stocks and Shares ISA. I instructed a transfer of £500 to Another Stocks and Shares ISA provider. This other provider then instigated a further transfer of £10k to them without my authorization or knowledge. It took more than a week for them to work out what had happened (problem with their Altus system??) They have admitted their mistake and offered me £25 compensation. Does that seem reasonable? £10k was missing from my account for over a week and I can’t really be sure what the actual damage is of the money being moved out of the market for that time. What do you think? Take the £25? Ask for More? or Claim to the Ombudsmen?

  • Dezbez says:

    16 May16 May 17:45

    That doesn’t seem a great offer, given what’s happened. I’d be inclined to push them more on this – if you mention that they are in breach of TCF requirements (Treating Customers Fairly) and its caused you one or more of material inconvenience, undue distress or financial loss that will help. Also, if you go to FOS it’ll cost them £500+ whatever the outcome, so definitely worth threatening this as they’ll be keen to avoid.

    • Jim says:

      16 May16 May 19:06

      Thanks, will try that.

      • Genghis says:

        16 May16 May 19:32

        First see if the non initiated transfer was in-specie: ie assets were not sold but we’re just moved out and then back again. If so, no loss really. I’d ask for a bit of compo for your time in sorting this out.
        If it was cash out, however, calculate your loss of time out of the market and I’d claim that + a bit of cash for your time in sorting this out. If you’ve gained by being out the market, just claim for your time.
        Get it to “official complaint” status ASAP if they’re not willing to play ball.

        • Chris K says:

          16 May16 May 20:15

          I agree with Ghengis. I worked in an ISA transfers team and if this sort of cock up happened and was our fault, we did a calculation of losses and added a quite generous compensation on top.

          £25 is pathetic too. Even me, on my first day, was authorised to offer £50 to keep customers happy for any reason, no questions asked.

    • TGLoyalty says:

      16 May16 May 22:58

      I don’t know the institution but I got £75 from Lloyd’s cause I had to phone twice about a few Avios missing from my account. I wouldn’t settle at £25 for £10k going missing and having to sort out the mess.

      • Brian W says:

        16 May16 May 23:28

        Lloyd’s are good for compo! I got a call today to conclude my complaint about a missing final companion voucher that was earned in January but never received. Voucher manually applied this afternoon and I was given £60 for the ‘inconvenience’. I didn’t ask for any cash I just wanted the voucher and only sent one email to open the complaint so it was hardly much effort.

  • Lady London says:

    16 May16 May 19:31

    Hmmm I believe you owe it to their other customers to make a complaint to the FSCS. it is highly unlikely this would be an isolated incident and you might save some other customer a terrible experience. Where the money was sent both from and to, would seem to be worthy of a complaint. Authorsation should have been checked on sending side as well.

    Entertaining that they’ve offered you 0.25% which is about the minimim rate of interest on anything at the moment albeit for a year. i would have expected at least £100 for distress caused plus a small amount for interest say a minimum of £110-£125 if settled quickly and no more distress caused.

    i would speak to be both ends and ask their reason for this happening. There cant be any reason at either end that could excuse this and it could be evidence of a control issue or something worse. This is why I think you should consider reporting this to the regulator.

    It may be that if you mention this either or both of the companies concerned might see fit to offer you an amount that, unlike £25, makes it clear to you that they have understood the serousness of their error and their action to avoid such errors occurring to you and others in future. Personally regardless of the outcome I would be very vigilant in future and would actually consider moving my account from both.

    @Genghis has had a bit of compo for errors in his time so he may be able to give an idea of what would be fair but I dont think it’s £25.

    • Genghis says:

      16 May16 May 19:38

      FSCS won’t care. FOS might after 8 weeks or final complaint.
      I’m not a lawyer but as I understand it you have to have suffered loss to make a legal claim. I’m reasonable therefore in what I ask as compo and if it’s taken me an hour or so to sort something out, I ask for my hourly all in work rate.

• DM says:

  16 May16 May 17:29

  Back on the MR points for AMEX Plat customers

  I was offered nothing but then a manual offer of 6k MR from a manager this was over two calls to Manila.

  Anyone else had the same sort of low ball offer? Suggestions?

  • Rob says:

    16 May16 May 17:41

    A few reader emails show that some people are still getting nothing, so unfortunately there is no guaranteed deal.

    • DMW says:

      16 May16 May 19:37

      I kept getting through to Manila. Happened 4 or 5 times. Finally I asked to be put through to UK call centre, where I was offered 20k miles no quibbles

      • Andrew says:

        16 May16 May 20:45

        Platinum members can always ask to speak to
        Brighton – as soon as they answer and it’s clear it’s Manila, just politely ask to speak to Brighton and you will be immediately transferred and introduced so not needing to clear security again.

  • Lady London says:

    16 May16 May 19:38

    Why are you not HUACAing as soon as you know its not Brighton?

• Clive says:

  16 May16 May 17:36

  Anyone looking for hotels in Thailand there are some great offers here http://www.megatix.in.th

• Sarah Miller says:

  16 May16 May 17:39

  We traveled to Ibiza last May and whilst our initial flights were booked with Iberia those flights were changed by Iberia to BA. We were both silver status and as such should have free luggage with Iberia. When the flights were changed to BA they went to hand luggage only and despite getting silver luggage allowance out of Heathrow they were adamant at Ibiza airport and charged us 150 euros. Since then we have been trying to reclaim this money. We have been batted between Iberia and BA. Iberia completely agree we are due it but say BA should pay, BA are their usual stroppy selves. We have subsequently written to IAG still with no response. I have since become gold status and we have tried the loyal customer approach (this is with no business travel so all paid for ourselves!) but are getting nowhere. I appreciate there are bigger problems but thought I might take this enforced time at home to try and resolve once and for all. Any suggestions gratefully received!

  • TGLoyalty says:

    16 May16 May 18:51

    Last May!

    This is email to Cruz and Walsh time. You can search the internet for the addresses and it does work if all you are looking for is your actual money back.

    • Sarah Miller says:

      17 May17 May 16:48

      Thanks will give it a go!

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