[Kathleen]

I have an issue with Air France deleting my miles. I was informed by them via email in July that my miles would expire at the end of November. It said I needed to reactivate them by taking flight or to use them on a flight. My husband and I decided to take a trip and when we started shopping for flights we could not find one to a destination stateside on Air France or any of there partners that would work without having long layovers or just getting to our destination. I called Flying Blue (mileage plan) and spoke with customer service and told her this dilemma, she said we could stay in a partner hotel or rent a car with a partner company and that would help me keep my miles, I even confirmed with her the Sheraton on their website as a possible hotel. This was great because we did not have time to fly to Europe and wanted to see the Fall colors in New England ideally. I was all set, I booked it and way overpaid for 1 night at the Sheraton Portsmouth (knowing it was worth it to keep my miles). Our trip cost us well over $2k and we enjoyed it with the added benefit of keeping my miles.

I got an update email from Flying Blue the end of November showing I still had miles. Naturally being a skeptic on Dec 2, I logged in to double check and poof “no miles”. I called and customer service said I was misinformed and had to take a flight to keep my miles but to send a letter of grievance to their main center to see if I could get it corrected. I sent a letter and received a reply yesterday that I was S.O.L for not following the guidelines and that it was up to me to contact customer service if I did not know the rules. Seriously! Customer service steered me wrong to begin with!

This is not the first time Air France has been unkind to us. My husband actually took a qualifying flight to keep his miles in 2009 and it did not get posted in time to their site, when I followed up several times, sent the itinerary, the credit card bill showing the flight paid for and the confirmation of his reservation, they would not consider it because I did not have his boarding pass. Back then they kept the boarding pass at the gate and I could not get a copy.

Needless to say we both had over 60k miles with them and that is a free flight r/t to Europe, we both lost them after being committed travel customers and recommending them to countless people. We travel a lot and really enjoy it-but feel screwed by Air France.