Milesandmore Reviews 

Absolutely catastrophic service from Miles & More.
I had a confirmed booking FRA–MUC–Tokyo and direct return to FRA in Economy — a fare that, according to the agent himself, allowed an upgrade to Business or a switch to Premium Economy.
On that basis I called the service line. The agent advised me to first rebook the outbound to FRA–Tokyo direct, then check the upgrade options before deciding between Business and Premium Economy. I confirmed exactly this sequence. He processed the rebooking and charged me roughly €400.
Only after the fee was taken did he inform me that the new ticket no longer permits any upgrade — neither to Business nor to Premium Economy. The fare class he rebooked me into stripped out the very option that was the entire reason for the call. Before the rebooking it was not a problem. After his rebooking, it was suddenly impossible.
So I paid €400 to lose the upgrade path I called in to use. That is not a service failure of degree, it is a service failure of substance: the agent executed a fee-bearing change that eliminated the outcome he had just promised. No remediation was offered, no reversal, no goodwill gesture.

Still waiting after 3 weeks to have miles refunded after i cancelled booking. The airline partners travel calculator is useless. i booked a certain biz class on Ethiopian (a partner ) because calculator says miles would be received - Ethiopian gave none. I have premium status on all 3 major alliances - think this is the worst

I think that Miles and more is a Must have for flying.
It saved my life

Exceptionally poor service. Like others, I was unable to redeem my points to book a flight. I used my points and purchased a few items from the world shop, which never arrived claiming wrong address. My address on the file is correct, I assume they use this method to have the items returned! Lufthansa should be ashamed of itself for doing this to customers.

Worst customer service ==>> NO service and they don’t care about customer. Waiting approx. 30 minutes before they pick up phone and I need their help because the website doesn’t work. Incredible because of this decided to quit Miles and More accruing useless company.

I have tried to contact the Miles and More customer service in Amsterdam, i waited almost 25' to finally have a voice repeater or a sort of joke asking in incomprehensible language something, pure frustration and time wasting, and if this is the famous German/Lufthansa precision and service than i'm happy to fly another airline and to cancel my subscription

Website cumbersome, and awards frequency more expensive than buying them for Cash reg on the regular website bearing in mind the taxes and other extras.

More than ten weeks have past and countless support calls, and no-one has got back to me to address a contact form that I originally uploaded to the M&M Service Center on 11.1.2026. The calls and contact forms appear to go into a black hole. What was I calling about? My request for support is in relation to the M&M website being down over Christmas, which meant that I was not able to exchange miles for points. As such, I was not able to protect my frequent traveller status. I have written to the Frankfurt HQ in hope that one day someone will be able to address my query. I will also be taking legal action and escalating via the EU Online Dispute Resolution Platform. One day...

Would be zero stars if I could select that. Miles and more is basically a scam. My Wife and me had M&M Credit cards for years. Accumulated a LOT of Miles. Mostly to have them for upgrades or flight booking. EVERYTIME I need to book a flight, NOTHING is available on their website. Going back to the Lufthansa or Swiss portal, the same flights are suddenly available. NEVER AGAIN. Don't fall for this scam, don't get expensive M&M Platinum Credit cards. It's not worth the hassle. So angry...

Terrible service. Is this company a rip off. Service people rude and have poor English skills. Why is Lufthansa dealing with such a useless organization?

What an utterly daft program. Seeing my miles were about to expire, I logged into the portal today to spend more miles but it’s a waste of time!
They won’t ship any alcohol, so I filled my basket with random toys etc for my children. When I checked out, the shipping costs are OUTRAGEOUS, more than the value of the products. I let me miles expire, what a POINTLESS program this is.

Absolutely useless scam. Every time I try to us my miles system crashes and I never got my certificate. Support service just keep informing me for months they have technical issues.

Are they in Germany, even bothering to check these tons of negative reviews???? I am utterly horrified to read them.
All the while I thought I was the only one who was suffering, but now I am taken aback and aghast. Even a budget airline might have much better levels of customer service.

I collected miles for years, even maintained a miles and more credit card with an annual fee so miles don't expire. Suddenly over 20.000 miles expired. I watched my miles on the monthly announcement "your milage balance in February", for example. The announcement I got 2 month prior still had all the miles, and conveniently the didn't sent one or more of the newsletters so I can't see that miles will expire soon and I have a chance to redeem them. I called them, contacted them, but they don't care. Said it has always been the case that miles expire after 3 year, wether you have one of their credit cards or not. Now they're telling me that miles actually expire after a quarter (3 month) without a credit card with them. What a joke and rip-off that company is. Seeing other reviews about them, it's time someone will file a class action lawsuit against them. This is not the last thing they'll hear from me about that. It also took them almost a month to reply to my online inquiry about the issue.

They used to be the best, but now it’s one of the worst. I can no longer recommend Miles and More on any level and urge one to stay away. Trying to redeem miles is almost impossible and now they off-shored customer service. Just last week was the last straw for me. They deducted 127,000 of my miles that I used on rental car but they never followed through with the actual car rental reservation. Again, they deducted my miles but never provided the service. And then it’s impossible to explain to customer service(which used to be great when it was out of Germany) and they are now useless. It’s like hazing oneself trying to talk to people (they mean well but have no idea what’s going on) in different countries that were not trained properly and through no fault of their own have no idea of the situation beyond the standard, canned response. I am going to exit this platform, which used to be one of the best. It’s a shame Lufthansa as fallen and its no longer reliable, no longer efficient and just joined the others at the bottom shelf. Marriott hotel programs are much easier.

After more than a decade as a Senator member (and previously Frequent Traveller), accumulating well over three million award miles through consistent loyalty to Lufthansa Group, I have reached the point where I can no longer justify the ongoing indignity.
The pattern is depressingly consistent and has only worsened in recent years:

The website and app remain chronically unreliable. Repeated "technical problems" prevent even basic access to award availability, let alone redemption. Error messages appear like clockwork, forcing users into endless refresh loops or complete abandonment. This is not occasional downtime; it is systemic neglect of a core customer-facing system.
When the digital channels inevitably fail, one turns to the hotline – a service that exists in name only. Wait times routinely exceed 30–60 minutes (often several hours on premium-rate (!) lines for Gold/Senator-members), only to be connected to agents who are either unable or unwilling to resolve even straightforward issues. Calls are frequently disconnected mid-conversation, promises are made and never kept, and one is bounced back to the same broken online forms that receive no response for weeks or months.
Award miles, painstakingly collected, have become effectively unusable for anything beyond the most restrictive, overpriced routings within the Lufthansa bubble. Partner availability is laughable, dynamic pricing has rendered sweet spots extinct, and the program appears engineered to discourage redemption rather than reward loyalty.

I have endured this decline with the patience of someone who once believed in the value of status and reciprocity. No longer. I will now fly out my remaining miles on whatever sub-optimal options are available – purely to extract the last bit of utility from them – and then I am done.
Never again Lufthansa Group for paid tickets, never again Miles & More for collecting points. There are Star Alliance partners and competing alliances that still treat long-term customers with basic competence and respect.
This is not an emotional outburst from a disgruntled flyer. This is a calm, considered decision by someone who has given far more than he has received in return.
1 star because zero is not an option.

I would give 0 starts if I could. Unfortunately had to give 1 star. No customer support. Forgot password not working . Can’t access my account. Called customer service can’t help have to fill a form. Filled a form and no response. Been month already. But marketing emails don’t stop . Doesn’t matter if I can’t login . Pathetic . All I want is to access my account. Is it that complex !!!

The miles are basically unusable and the website is clunky and non-functional. The worst miles program of any of the 7 I've used.

I joined Miles and More over 15 years ago. I must say I am deeply disappointed at how low they've sunk!

Your miles are basically worthless.

To the same destination, Luthansa charges twice the miles, twice the fees and quintuple the rebooking or cancellation fee, compared to other Star Alliance members like Ethiopian Airlines and Turkish Airlines.

Furthermore, only ridiculous connections, multiple stops with long layovers are displayed, or NO flights at all for other airlines. So in essence, it forces you to fly Lufthansa!

I have over 400,000 Award miles bought mainly from Bundle&Go and I have their Gold credit card which means my miles do not expire.

I am going to spend my miles as fast as I can, cancel my credit card and do away with Miles and More!

As it stands, there is NO advantage remaining with them.

Auf Wiedersehen!

This loyalty programme, of which i have been a member for years has become pathetic. Miles and points not credited, despite I sent all the boarding passes where is clearly indicated my card number..... Sometimes they say "miles have been already credited" without telling me where, as i only have the card indicated on my boarding pass. Some other times my name is not on the passengers' list, then OK, if you decide that I was not on that flight, please pay me my taxes back. Customer service inexistent, only forms to fill and emails. If you manage to speak to the call centre (PAYING) they just refer you to another online form. It is a blackmail, because claiming retroactively you have already paid for your tickets. Sorry, but I will not buy a ticket with you anymore in view of miles, I will go happily for the cheaper option. Good luck
Jacopo