Review Time
After more than a decade as a Senator member (and previously Frequent Traveller), accumulating well over three million award miles through consistent loyalty to Lufthansa Group, I have reached the point where I can no longer justify the ongoing indignity.
The pattern is depressingly consistent and has only worsened in recent years:
The website and app remain chronically unreliable. Repeated "technical problems" prevent even basic access to award availability, let alone redemption. Error messages appear like clockwork, forcing users into endless refresh loops or complete abandonment. This is not occasional downtime; it is systemic neglect of a core customer-facing system.
When the digital channels inevitably fail, one turns to the hotline – a service that exists in name only. Wait times routinely exceed 30–60 minutes (often several hours on premium-rate (!) lines for Gold/Senator-members), only to be connected to agents who are either unable or unwilling to resolve even straightforward issues. Calls are frequently disconnected mid-conversation, promises are made and never kept, and one is bounced back to the same broken online forms that receive no response for weeks or months.
Award miles, painstakingly collected, have become effectively unusable for anything beyond the most restrictive, overpriced routings within the Lufthansa bubble. Partner availability is laughable, dynamic pricing has rendered sweet spots extinct, and the program appears engineered to discourage redemption rather than reward loyalty.
I have endured this decline with the patience of someone who once believed in the value of status and reciprocity. No longer. I will now fly out my remaining miles on whatever sub-optimal options are available – purely to extract the last bit of utility from them – and then I am done.
Never again Lufthansa Group for paid tickets, never again Miles & More for collecting points. There are Star Alliance partners and competing alliances that still treat long-term customers with basic competence and respect.
This is not an emotional outburst from a disgruntled flyer. This is a calm, considered decision by someone who has given far more than he has received in return.
1 star because zero is not an option.
A COMPLETE WASTE OF TIME.
After investing in business class flights to a distant location, we earned a significant number of air miles (though I wasn't credited for a leg of the journey, despite having a boarding pass, seat selection, and being on a subsequent flight!). With no long-distance plans in sight, I decided to exchange the miles for a gift card. The process went smoothly, and I received an 'order confirmed' message. However, after a week without any updates, I checked the 'order status' and found 'no order for that number.' I reached out to the support team and was informed that it was 'cancelled by the company.' I messaged them, but got no response, so I tried to reorder the card, and the EXACT SAME ISSUE OCCURRED. I can't believe how poorly this was handled...
The website and app provide a frustrating experience when trying to book an award. Along with the poor experience, constant captcha and OTP prompts appear in inappropriate situations (these should only be used when placing an order). Recently, searching for available awards resulted in a chaotic page. Why doesn't the company consider replacing the entire IT team responsible for this platform? Ideally, the IT team should strive for a seamless and enjoyable user experience. However, the philosophy here seems to be the opposite. Is this intentional to prevent customers from using their miles, even at the inflated levels required?
The website and app create a very frustrating experience when trying to book an award. In addition to the poor experience, constant captcha and OTP prompts appear in inappropriate situations (these should only be used when placing an order). Recently, searching for available awards resulted in a chaotic page. Why doesn't the company consider overhauling the entire IT team that designed this platform? Ideally, the IT team should work hard to ensure users have a smooth and pleasant experience. Unfortunately, the philosophy here seems to be the opposite. Is this intentional to make it difficult for customers to use their miles, even at the inflated levels required?
Miles & More feels deceptive right now. The website lists award flights that can't actually be booked, and available flights don't show up at all. I've spent countless hours trying on different devices and browsers, only to face constant errors. Customer service acknowledged the problem but said they can't do anything; it's a known issue with the website. I can't access the miles I've earned, and the whole experience is frustrating and wasteful.
I flew over 30 times this year with premium economy tickets and still don't have a senator status. You have to fly from Europe to the US in business class every week to achieve that. The program is designed to make it nearly impossible to earn status unless you're buying business or first-class tickets, which makes the program irrelevant. Definitely avoid this service if you have other options.
The support is severely lacking. I paid for climate compensation, and after a month and several requests, I still have neither the points nor any visibility of the compensation on their website. Their systems are riddled with bugs, leading to numerous errors and corrupted order numbers, and it seems they simply don't care. I have no idea where my payment went.
Extremely poor service quality. You have to monitor every trip to ensure your miles are counted. They often aren't, leading you to submit a request online that gets rejected. Even calling customer support requires waiting for at least 15 minutes in a paid call, just to be told to submit the request again, which will likely be rejected once more.
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