[ParadigmIntnl]

On May 1, 2008, I booked two tickets to Kiev for my brother and I for travel starting March 3, 2009, using 100,000 miles from my Flying Blue account. My trip started in Charlotte and his in Detroit. These miles were to expire a few months later. A short time before we were to travel, my brother had unexpected events at work prevent him from traveling and I made numerous calls to Flying Blue to see what could be done. Since we could not find any available flights before the miles expired, I had no choice but to cancel both tickets to be able to have the significant amount of taxes refunded. Considering for how long we planned the trip, it was a considerable disappointment. What made it a financial disappointment was that I lost the 100,000 miles.

To add insult to injury, Flying Blue charged a $50 penalty for each ticket. I asked the phone rep to wave the charge, since I was already losing such a considerable number of miles. I was told that I had to put the request in writing and fax it to them. On March 5, they confirmed receipt and gave me a case number 09188120.

When I phoned on March 25, I was told that they closed the case because the charge is a penalty. I told them that I did not receive any kind of response. They said they would reopen the case to get a response to me. On April 27, I phoned and Marie told me that my file was closed because they charge a penalty to refund taxes. I told her I was aware of their reasons for charging the penalty and that was why I wrote my request for consideration but had still not received a response. She said she would open the case again. On July 3, Grace told me that she would make sure a response was sent.

On August 17, Josina said that a response was sent on July 8 saying they would not refund the penalty. I told her I did not receive any letter. I asked her to email the response to me but she said I need to fax a request for her to email the response. Instead, I phoned the next day and Mark said the would send an answer by the end of the week. On August 26, Claudia told me she said a note saying what Mark told me and that she will have someone call me. No one did. On August 31, Kristy told me a letter will be sent the following week.

I finally received a letter dated September 4 saying "we wish to inform you that we have received your request for a copy of the fee charge of $50 for the reimbursement of taxes for your award booking. As per your request, we have included a copy of the fee charge."

After more than 5 months and numerous phone calls, I do not even get the courtesy of Flying Blue being able to provide a denial to my request. Instead, they respond to a request I never made and do it for only one of the two tickets. I really would like to have the $100 refunded but now it's not for already losing all the miles but for having to deal with such an incompetent customer service department.

It took a lot of flying to generate that many miles and although under the circumstances, I think a good way to maintain relations is to at least reinstate some of the miles, I understand why an airline does it. I think it is truly a lack of understanding for customer relations that it has been so time consuming and painful to even get Flying Blue to understand my request for their consideration. As it stands, I will fly with ANYONE else if I can in the future and will make sure everyone I know does the same. At this point, I would appreciate any help that anyone can provide to help me make the point to them, if only on principle.

[Silent Bob]

I really don't think there's anything more that can be done. You put in multiple requests but was given the same answer and most airlines, no matter how many miles you've flown with them or your elite status, will still charge that fee. What you should have done, that way the miles could still be of use, is to ask to leave the ticket open for future bookings that way the miles aren't wasted and you and your brother can replan the trip or just take another trip.

After more than 5 months and numerous phone calls, I do not even get the courtesy of Flying Blue being able to provide a denial to my request. Instead, they respond to a request I never made and do it for only one of the two tickets. I really would like to have the $100 refunded but now it's not for already losing all the miles but for having to deal with such an incompetent customer service department.

But you were denied... twice. Do you really wanna wait around to be denied a third time? Well maybe you'll get lucky and they'll refund it, so keep us updated on that. But you've spent a lot of time on this, too much time for 100 dollars. I think this one you oughta let go because the only thing this company did wrong was not reinstate miles that were already expired because you hadn't used them due to your brother's situation. Oh and they charged you 100 dollars. Yea, I'd let this one go.

[ParadigmIntnl]

I appreciate your input and I realize the time spent is well beyond the $100 I'm seeking. It is the continued run around from the customer service department that was so insulting. The ticket was booked almost a year earlier so I could only keep it open for another month or two. It also meant I could lose the taxes I paid. I wrote a thoughtful letter asking for consideration and did not get an official written response. I did not find the reps credible and that's why I wanted to see who was making the decision. Thanks, again

[PHXFlyer]

You should absolutely fight to have any government imposed taxes returned to you. The airline isn't responsible for paying these taxes unless you actually fly. By keeping those taxes they are, in a sense, embezzling those funds.