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Lufthansa’s Miles and More Programme

Posted on 12th September 2018

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For a very long time, my Lufthansa Miles and More card has been broken (physically cracked). Eventually (about 3 years ago) I requested a replacement card. They did something: they issued me a new card number. What they didn't do is send me the new card, nor did they inform me of the change of card number (I managed to find out my new card number by logging in to the Miles and More web-site using my old number).

I do not understand why:

  • It is necessary to issue a new number for a replacement card,
  • It is so difficult to post a card to me, given that I receive lots of other post from Lufthansa.

I am hesitant to request another new card, because I don't want another new card number.

Because of the above issues, a couple of years ago I got a frequent flier card from SAS (like Lufthansa, SAS are part of the Star Alliance), and have been using that card for all my Lufthansa flights.

Today, while trying to retrospectively claim missing points from my Lufthansa flights on my SAS card, I discovered that, for the last few weeks, Lufthansa has been ignoring the information in my booking (via Expedia, which has my SAS card details) about my SAS card, and instead allocating the points to my Lufthansa Miles and More card (against my wishes and without my permission). I spent some time on the Lufthansa and the Miles and More Apps on my phone, and also on the Lufthansa and Miles and More web-sites, to try to set my frequent flier number to that of my SAS card, without success. I also asked Google, with similar lack of success. It seems that it is simply not possible for customers to choose where their air miles go, except at check-in (not online, but only if you check in with a check-in clerk) or at the gate.

Lufthansa pride themselves on the quality of their service, but it seems that this quality of service is only in their heads. It certainly isn't noticeable in the snacks and drinks offered on flights, or the support I have received regarding my loyalty cards.