Airlines honouring promotions post purchase: Opinion

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Have you ever been in a situation with an airline where a promotion you purchased (ie. double status, double points, etc) was not met after you had booked and flown the airline?

I recently experienced a couple of these scenarios and each and every time the airline/s in question have been a) unwilling to assist due to the time of the query made or b) claim you are ineligible and make you jump through hoops to prove otherwise before simply agreeing that the promotion was indeed met and would be honoured.

Why are airlines not able to treat customers with a little more credit rather than acting distrusting and viewing their customers as people there simply to rip them off? I approached an Australian airline a month ago about a double status promotion on one booking and the other day a double points promotions, both of which had not been credited to my frequent flyer account.

On both occasions I was initially met with the answer ‘no you are not eligible’ before I fought it. Then I was met with questions asking had you done this and that and then clarifying with me if I had ticked all the boxes of eligibility for the promotion. It wasn’t until an additional hurdle of providing the original e-ticket document (which I assumed they would have something on their records) that they caved in and agreed I was now ‘eligible’.

At the end of the day I guess airlines are a tightly run ship. In a world where airlines are stripping benefits from their customers, is it too much to ask for a bit of customer service with a smile (even if it is behind a telephone)?

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