Milesandmore Reviews 1,076

The context of their "Help & contact" page is "The page you are looking for may have been removed, its name has changed or it is temporarily unavailable" which sums up their lack of customer orientation, service and the incompetence at play.

I just tried adding my miles on 20 flights from recent flights. All with partner airlines. Not a single one boarding card worked. Clearly a scam program and don't waste your time on it.

Customer service - shockingly bad, arrogant, rude, patronising and totally not interested in offering help resolving an issue.- called with a genuine problem regarding misleading information on lounge access for frequent flyers. They had no interest in helping (just a bunch sign-posts giving lip- service). When I politely informed and corrected them of their error and requested to escalate the concern to a manager. The call was dropped within seconds, this happened on three seperate occasions with three different people.The only reason they have 1 star is because there is not a zero. I am more than happy to discuss further direct with a Miles and More Manager if they would like to discuss further...as I am still in disbelief of the poor level of customer service by such a large company. As a frequent flyer
( +30 flights in 10 months), due to this shocking behaviour In future I will choosing another airline for my business trips

I can only amplify the review of Christian Strupp below. M&M must be by far the worst loyalty programme of all major airlines. Avoid the upgrade offers in the app and on the LH website as the additional status points are not added unless you provide detailed evidence you actually paid for the upgrade. To get this information you will need to wait for on average 3 weeks for a response from support as the telephone support will listen to you but is unable to remediate anything themselves. Contact with the team that could remediate is only possible via contact form on the website and (if you are lucky) via email. Unless you are prepared to spend significant amounts of time on M&M account management, tracking miles and points, ticket numbers, boarding passes (which disappear from the LH app as soon as you have flown) etc. and extensive, solution avoiding emails pointing you back to the M&M website you are far better off with BA Exec Club and AMEX Reward Points. If, however, you enjoy being treated with contempt, disregard and disinterest you have come to the right place. Sadly the very positive experience with LH Flight crews I had over this year this is totally nullified by the M&M Customer Service. What a shame :(

Miles and More took my 65k points for bogus LL bean gift cards through Cadooz. They havnt responded to numerous requests to make things right.
Joe Bevill

After 2 Swiss fly My M&M account has a "0" Points :)))
This is real Spam, they even don't let complain and ask for this points .

I still have a hard time to understand how such a bunch of incompetents are taking care of the loyalty program of worldwide renown airlines, it's mind-blowing to me... They have absolutely no notion of customer care and I am now absolutely disgruntled and will avoid any airlines related to this program at all cost...

Long story short, like some other here (and I feel weird to not be the only one in that case....), my account has been hacked and 25.000 Miles stolen (despite having a 2FA activated someone still managed to add himself on my mileage pool crap feature and gift itself my miles). I've spend a year (yes, a whole year.... I'm a patient person, I know customer service isn't easy...) calling, writing and complaining to their customer service to no avail. Not a flipping reply, not an explanation, blatant breach of GDPR and no one cares on their side.

Thanks to their incompetence, those airlines have lost me as a customer and my teammates (if they care so little about losing one customer, I'm sure they can afford losing a hundred).

Don't bother, there are other airline loyalty program out there and I can guarantee that none of them will be worse than this one, this is the bottom of the pit, can't go any lower.

A loyalty program that achieves the opposite of loyalty. Lost the miles of one complete travel year becasue they changed my number (why ever). Refuse to credit the miles despite evidence I flew, and sending me through call centres that only copy-paste standard BS into responses. How exactly should that motivate me to use the Star Alliance or M&M partners? Everybody else does a better job.

The same as previous reviews. This time in Spain. A costumer service worst than can be imagined. No service, no help, no nothing. What was perfectly possible with one account was impossible, due lo lack of acces to the acount as excuse, on other a couple of days later. When I ask for his name as identification to write a complaint he hung up the phone.Wow that’s service!

Some three months I found I could not login to my account. Have contacted M & M too many times to correct their problem. This was by email and telephone. I love it when they say please login to assist. That's why I contacting you. I can't login!!!!!!!!!! What don't they understand? Simple request. I cannot login. Then it's a case of, delete app, reboot device, clear cache, install app and LOGIN!!!!!!! And guess what? Login not possible due to too many invalid codes. I only tried once. Maybe once is too often!!!!! It's a joke. I have had it with these jokers. This is our last trip using the Lufthansa group. Goodbye. Keep all your air miles as I cannot LOGIN to use them!!

Return of unused miles
Very unclear conditions in respect of return of miles of unused or cancelled flight. One call center operator confirmed to us that unused miles from aticket cancellation due to shut down of the airport (technical problems) would be returned. After waiting for 3 weeks I called back and was quite rudely informed that the miles wouldn't be returned. This policy could be found in the legal texts on the website. Upon my question why I was told by the operator that cancelled my tickets told me that the miles would be returned I got no reply. Unfortunately not the first bad experience with Miles-and-more so I can only recommend to NOT use this service provider

Intransparent systems that seems to be set up to keep customers from redeeming any benefits. Don't count on getting anything except meaningless newsletters.

This is the worst company I have ever had to deal with. Lost my Miles and More log in details, all attempts to get turn have failed: they asked for pin- I don’t have a clue if such a thing ever existed. They say the email address am using is not the ome on system, direct me to fill online forms with my ID. I send them a copy of my passport and past tickets with my Miles and More number on them, they replied saying cos email address is different to the one they have on the system. They cannot send the details, this they knew before directing me to fill the forms. I requested them to post my details, they said this is not possible as I can’t identify myself. But my home address has not changed .

I believe they train their employees to deliberately withhold this information to stop unsuspecting victims like myself to loose all the points we have earned over their he years

Collected miles for over 20 years. Had 960,000 miles and was looking forward to getting me and my son an around-the-world ticket. After weeks of planning an itinerary (with the star alliance app), I learned that already the first leg was impossible to book. Later, I tested the farthest future date possible to book, and even that had no seats availability.
M&M is a total scam and I cannot recommend miles-and-more to anyone. Go with the cheapest/best travel option, screw the frequent flyer programs. Not worth the hassle and at some point you have all the Rimowa suitcases you can ever need.
Ended ordering some LH board furnature and a PS5 and am waiting now already three weeks without any update on when the "in stock" items will eventually be deliverd.

After three weeks I received an email, stating that my "return" has been accepted - I never received anything and no explanation was offered to what happened. I'm told my miles will be credited within three days. I was not told whether I should re-order. Seems they logistics processes are a complete joke.

While booking plane tickets (on an airline owned by Lufthansa), I was offered by miles-and-more to use my miles to partially cover the price. So I decided to spend my 40k+ miles. At checkout, I got an error and had to call the airline, which asked me again for my credit card number and ended up charging the full ticket price. Turns out my miles were subtracted anyway. So I called miles-and-more, explained the situation, and got promised that I'll get my miles back within 24 hours. 12+ calls, to miles-and-more and the airline, later and I still didn't get my miles back, even though each time they confirm that I should get them within 24 hours. Why make people collect miles, only to cause errors that take them away? And what's the point of their support hotline if they can't do something as simple as reimburse someone's incorrectly subtracted miles? In conclusion, this program is a total joke and waste of time

This program sounds great, and sometimes is, when it works; however, they clearly have some issues to work out. I have had horrible experience with customer service, spending 60,000 points on a premium upgrade (calls recorded) that I was told (and confirmed numerous times) came with 2 checked bags. I was later told by a different Miles & More agent that it did NOT come with bags and that I was given the wrong information and my points cannot be refunded. Customer service was completely unhelpful. There is nowhere to complain. They would not accept responsibility, and were not willing to offer any solutions other than "call back and maybe you will get someone else".

Miles & More disappoints across the board. Booking cars or hotels through their platform is more expensive compared to other platforms. Even if you accumulate a few thousand points, they barely scratch the surface towards discounts—requiring at least 10,000 points for a minimal 10-20 euros off. It's inefficient for earning rewards and not cost-effective. I recommend avoiding this program.

It took me months to set it up correctly and to make it work fine. Still when logged into the account during check-in the miles are not automatically loaded onto the account.
What you get in the long run is almost nothing as miles easily expire and you need to have tens of thousands to get anything. One example: 28000 points for a German nationals team jersey (you get around 100-150 for 1 and half hour flight). I do not recommend

I am sorry to give even one star. My miles and more points were deducted from my booking even thought my credit card payment didn’t go through. So, I have not booked the flight and my miles were still deducted. I see that this is a common problem and it’s very disappointing

Outrageous! I have spent 5 calls and hours on the web in order to be redeemed for 6 flight legs. An absolute chaos, with NO response at all. Last call, the operator simply hung up after I had waited 30 min. STAY AWAY.