I am trying to claim missing miles for my parents on an Air Mauritius flight claimed to Aeroplan. 3 of the 4 sectors have credited automatically on time, but one sector did not credit. I was unable to claim via the website after 2 weeks so emailed credits@aircanada.ca and received the following response.
The airport information you provided is invalid because the airline does not have a record of the ticket number you entered. The airport, ticket and flight number must match those of the missing flight you are submitting.
I had attached copies of the ticket and boarding pass, and the other flights on the same ticket credited just fine (including the preceding connection flight the same morning). The missing sector is MRU to CPT if that matters and the class is Business Class (I) which is eligible for 125% miles.
What's my next step to escalate this?
I would call Aeroplan as the next step.
Was it ticketed by Air Mauritius (239 ticket prefix)? Was there some IRROPS situation? Is the missing sector the last one in the itinerary?
@jg Yes it was an Air Mauritius ticket. No IROPS at all. This was the second of four coupons. The other three coupons on the same ticket number posted just fine automatically.
@jg Agreed. And if they won't fix it try emailing the CEO's email address and/or threatening small claims court in an email.
Confirm the ticket number from the boarding pass and the itinerary.....they sometimes change the number when boarding if there was a schedule change or other IRROPS. The flight number may be a an AC number versus an air mauritius number...use what is on the Air Canada itinerary if you bought through AC.
Otherwise, call aeroplan and ask it to be addressed.
@isaacc Am I allowed to call Aeroplan about this or do I need to get my 83 year old parents to call themselves (which is simply not gonna happen given the wait times and time differences involved)?
Ticket was MK stock, purchased from MK. No AC code involved.
Hi Sean M., recalling your aviation ops background, you may already know the backend culprit—Coupon #2’s control status likely failed to update to "Flown" in the interline database, causing AC’s automated clearinghouse to throw a generic rejection on non-014 (239) stock.
To handle this for your parents without putting them through hold-time hell, you can probably manage the call yourself by setting up a quick 3-way call at the start—just have a parent pass the initial security verification, state "I authorize my son Sean to handle this claim," and drop off, though if you already have their Aeroplan PINs and account details, you know that many agents routinely process missing credits for family members directly. I'd skip re-submitting online and call Aeroplan to explicitly request a Partner Missing Credit Manual Escalation (or whatever they call it), keeping the 239 ETKT receipt and boarding pass scan ready to email while on the line so a back-office ticketing specialist can verify the manifest and manually force the 125% Class I credit. Might work, might not. As they say, if you get a bad agent, HUCA (hang up, call again). Hope this works out for you/them.
Ironically, I literally flew on MRU–LGW in MK J earlier this year, but on 014 award stock, which avoids this automated sync headache. (By the way, it's was a great first-time visit to the island for me; happy to share more details, if you'd like; one note, I'd tell your folks to not bother showing up at MRU any earlier than 4 hours before the flight, because the check-in agents don't show up until about 3.5 hours before evening flights; I was there at 5PM for a 9PM flight, had to wait until about 6PM before getting printed pass, going through immigration, security, lounge; eh, was not the end of the world, but good to avoid unnecessary waiting landside, if possible).
@1990_ Thanks. That was my first thought too but the coupon status was correctly updated. I guess I'll have to try my luck on a call soon enough.
@sean-m good luck .... i dropped AC years ago and been happier since....this is another issue with AC...aeroplan.