Milesandmore Reviews 

30min waiting time.
Very condescending person over the phone who hung up on me.

Absolutely appalling. Customer service have consistently given the wrong information and made countless errors which once even lost me many award miles! NOTHING has changed over MANY years. No improvements ever happen but instead it has grown even worse! They advise to send complaints and questions via the online contact form which NEVER get asnswered or acknowledged. Flight booking codes mixed up, impossible to manage certain partner airlines flight legs on the miles online page. Its a mess!! just now a customer service person told me that they do not answer the contact form questions and complaints as if that is completely normal, all the while advising me to direct my question via that contact form!!!
The whole thing is a scam and I even wonder if legally they severely crossed the line with their responsibility. Its as if they want you to just give up and not bother using your award miles......

The ignorance of the customer service of miles and more is just unbelievable.
If they treat senator members like me that bad and simply ignore them, how are they treating frequent travelers, or normal members???

Worst customer service ever.

You should try to collect your miles with any other company, but them.

Worst customer service - I paid extra to get the Senator status, one of my flights got wrongly accounted for (too few points), which I am trying to get back for months now to finally get my status. They closed my tickets without informing me, I had to call 10 times already without no sight of resolution. As a FTL, not even getting extraordinary service as advised. I am very disappointed, wouldn’t recommend collecting points here and choose another loyalty program with other airlines

Unbelievable bad, no custiumer service at all. Even as a status member you are worth to be attended. Waste of time and money

Again miles with an alliance member airline, TAP this time, were not recognised saying either I had not been on the passenger list or that the booking class was not eligible. Class O, according to homepage is eligible and I was on the list and I have flown. It seems they do this regularly. A year ago same case with Air India. Finally I have sent it to the contact site and they had to recognise the flights.

I am a Miles & More Senator member and deeply disappointed by how my case was handled.

Due to an involuntary flight change in December, my qualification situation was impacted. Over the course of more than a month, I contacted Miles & More over ten times, often waiting 30 minutes or longer per call.

During multiple phone calls, I was explicitly and repeatedly assured by Miles & More agents that the qualifying points would be credited, as this was a correction caused by an airline-initiated change, not a goodwill request. I relied on these confirmations.

In addition, I was instructed by phone agents to submit my online claim three separate times:

- the first time because I was suddenly told to attach a copy of my passport, although this had never been requested before,
- the second time because I was allegedly missing information that had already been provided in full,
- and the third time simply to “correct” the previous submissions.

Each resubmission reset the process and further delayed resolution, despite the fact that all necessary information had already been available from the start.

Eventually, I received contradictory information by email, directly contradicting what had been promised by phone. Despite numerous follow-ups, I never received a clear written confirmation or timely resolution.

As a result, and purely to avoid losing my Senator status, I was forced to use my own vouchers to secure requalification — a situation that should never have occurred.

To date, there has been:

- no acknowledgement of the incorrect handling,
- no review of the call history,
- no compensation for the disadvantage caused.

For a premium loyalty program, this level of inconsistency, lack of accountability, and customer burden is unacceptable.

Terrible customer service from the Miles & More airline group. Choosing to rely on this loyalty program was a mistake, and I’ll be avoiding it in the future. I’ve sent multiple emails and contacted them via social media, yet after several weeks there has been no response. My mileage claim in the app keeps getting rejected with the claim that my name is not on the passenger list, despite the flight taking place in Dec/early Jan and me having all boarding passes. What exactly is the point of a miles and more program that doesn’t credit miles and doesn’t answer customers?

I am a Senator with Miles and More Lufthansa and have to say their service is the worst I have ever experienced with any airline. I’m discussing with them for 3 month now about missing points and I rarely get any answer at all or just a generic useless one. Absolutely disgraceful!

WHAT A TOTAL WASTE OF TIME.
Having splashed out on business class flights to New Zealand, we acquired quite a lot of air miles (Despite not being credited for the HK to Auckland, as, apparently, I was not on that flight, despite having boarding pass, seat selection, and being o subsequent flight!!!
Anyway, what to do with them, nothing long distance planned, so simplest was to exchange for Amazon gift card, went through the process, 'order confirmed', great. Week went by, no comms, so checked 'order status' - this showed 'no order for that number', contacted (Contractor, not M&M) to be told 'cancelled by M&M'!! Messaged M&M, no response, so tried re-ordering card, EXACTLY THE SAME THING HAPPENED. Cannot believe how bad these guys are.......................

It becomes worse and worse. Due to miscrediting miles and points I lost to renew my status. Customer Services were not helpful at all. The loyalty program is very disappointing itself and any rewarded points are very minor compared to other airlines.

Today January 8th 2026 I opened my miles and more app to see my miles status. And saw a very nice banner telling if I want to "secure my status" for 2025. During 2025 I used to travel a lot and reached 260 "qualifying points" (out of 325). To secure my status I needed to contribute to CO2. I have spent all my miles (approx 13000) and paid on top 30 euros for contributing to CO2. After doing all of this I understood that "Qualifying" points are not qualifying me to become a frequent flyer I need other points too. So just by opening miles and more app today I lost 2 hours of my time, all my collected miles and 30 euros

I was not able to get through to an agent and the website is not even offering a chat or an alternative.
After spending 30 minutes in the waiting loop, I gave up. Terrible experience.

Miles and more should be a loyalty program, aiming to encourage customers to use more Lufthansa. Well, this year bacame a reason to avoid Lufthansa as much as possible. Cheating program, not transpaerent transactions, points miscalculation, customer service for Senator not answering. One month of requests for clarification, embarassing. And by the way, miles accumulated are now useless. To fly to New York from Milan is cheaper with Emirates than with LH even using tons of miles. Ridiculous. Shame on Lufthansa, doesn’t matter if Miles and more is a different company. Management is pathetic. Shareholders should sell stocks. I am curious to see the stock evolution during 2026. In business you pay for mistakes. Be fair with your customer, no need of an MBA at MIT to know that.

They didn’t credit benefits that I had earned and are simply not responding to customer service complaints submitted. This has been going on for weeks!
I’m an LH Senator and they still behave like this. Disgraceful!

service is totally incompetent, they disconnected on me during few times without any will to solve the problem

Miles & More has become one of the most disappointing loyalty programs I’ve ever used. You spend a full year flying, often in business class, invest thousands, accumulate points… and then on January 1st everything resets to zero. All that money and effort wasted.

My account (9922••••••••4625) is a perfect example: points wiped out, unclear rules, and “benefits” that feel more like traps. I’m leaving this program for good.

Lufthansa offers to buy tier points for CO2 offset. Needed a few points to go to next tier. Tried dozens of times from 29 until the very end of 31 December and kept getting an error. Spoke to customer service who confirmed that there is a technical issue. Guess what - 10 minutes past midnight on Jan 1st it worked like a charm. Obviously I missed the deadline to climb to the next tier.

Miles and more is a shame for Lufthansa. Customer service doesn’t understand anything and is not to Capacity for any help. Get a try with their hotline or by email. Total disaster . Just runaway from them. I take flights once a week . I have decided to close miles and more account and take any other from star alliance . It is pure joke and I am curious to know how much the executive board earns for performing such a disaster

I booked tickets with SWISS because, unfortunately, I have to fly out of ZRH frequently and don’t really have a choice.

Miles & More points are almost never credited automatically, it’s always a hassle to claim them retroactively. The app is basically useless for mileage claims. Instead, they push you to the website, where you have to click through a maze of links and, if you’re lucky, eventually find the retroactive mileage claim form.

It feels intentionally difficult, as if the process is designed to discourage people from claiming what they’re owed. If you don’t spend a significant amount of time checking and following up, your miles simply won’t get credited. It’s a total joke.

I’m even considering pursuing a claim for misleading and fraudulent advertising, but they’re based in Europe, so good luck with that. Still, it seems like the kind of issue that could warrant a class action sooner rather than later. I actually might do it, mainly because I can afford it and they really deserve it.