Avianca LifeMiles System Outage February 1 – 5, 2019

Avianca LifeMiles is updating its systems February 1 – 5, 2019 and during this time most of the functionality will be down.

Avianca LifeMiles

Members cannot redeem miles or access their accounts. Any miles accrued during this period will be added to accounts after the update period is over.

You can access LifeMiles website for the update here.

Here’s the information that LifeMiles has about the change:

During this period:

  • You will not be able to access or transact in LifeMiles.com or the LifeMiles Mobile App. Our Call Center and Service Centers will be open but will not be able to make transactions in our systems either during this period
  • You will not be able to redeem with LifeMiles or any of our partners
  • You can continue to earn miles as normal with Avianca, Star Alliance airlines and with most of our partners. These miles will be reflected in your account once the system upgrade is complete
  • You can continue purchasing tickets and transacting with Avianca through their channels as usual
  • Elite members will continue to receive benefits such as upgrades at the airport, access to VIP lounges, etc. as normal
  • Your miles and information will be safe. Once systems are back up and running, you will be able to access your account with your pre-existing user name and password

We have prepared a list of questions and answers that can facilitate your doubts about this upgrade. If you have any additional questions please contact us at our Help Center here.

General Information:

What will happen from February 1st to February 5th?

LifeMiles will update its system to facilitate an enhanced and more modern experience in LifeMiles.com and the LifeMiles mobile application. During this period, the system will not be available for inquiries or transactions of any kind, so we recommend you make your transactions before February 1st. Our Call Center and Service Centers will be available, but they will not be able to carry out transactions in our systems.

What will happen to my account, my Elite Status, and my miles?

Your account, balance, and Elite Status will remain as they were as of January 31st , 2019. You can access your account using the same credentials starting on February 5th. After February 5th, we will begin to process accruals of miles that are pending since we executed the systems improvement.

Will there be any difference in the benefits of the program or in the mileage after the system update?

No, this change is only a system update. The conditions and benefits of the program will remain the same.

Flights

Can I contact the Avianca Service Center to assist me with the purchase of a ticket with miles, accrual of miles or any transaction with miles?

Our Call Center and Service Centers will be available, but they will not be able to carry out transactions in our systems.

I have planned a trip during those dates. Can I earn miles for that flight?

In the days after we reestablish the system, we will accrue the miles of your flights made during this outage period and you will see them reflected in your account as long as you have entered your LifeMiles number in your reservation. You can also request an accrual of retroactive miles in case you don’t see them in your account after 10 days.

I have a flight scheduled between February 1st and 4th and with this accrual, I will extend the validity of my miles, how do I do it so that my miles do not expire?

During the first 5 days of February we will not be expiring miles. However, we recommend you register your frequent flyer number in the reservation. If the fare purchased is eligible for accrual, once the LifeMiles systems are reestablished, the accrual will be processed, and the miles reflected in your LifeMiles account and the validity of your miles will be extended automatically.

I want to redeem a ticket. Will I be able to do it during the system update period?
Because the LifeMiles system will not be available, during this period, it will not be possible to redeem a ticket. We recommend you make your transactions with LifeMiles before February 1st or after February 5th. .

I redeemed a ticket to travel between February 1st and February 5th. Will I have problems with my trip?

All tickets issued maintain their conditions. Therefore, you will not have any problem with tickets to make flights during this period of time.

I have a redeemed ticket with miles, and I need to get my miles back. Can I complete the transaction during the outage period?

Because the LifeMiles system will not be available, during this period it will not be possible to cancel your ticket. We recommend you make your transactions with LifeMiles before February 1st or you can contact us as of February 5th so that we can assist you with the ticket refund.

What happens if I need to change the date of my flight during the system update period?
You can contact our Call Center to check the availability of flights and make changes to dates. In the case the same fare class of your ticket is available, the change can be made. Otherwise, you must wait to make the change after February 5th.

Financial Partners

I want to convert points from my bank to LifeMiles. Can I do it during this period?
Some partners will be able to process the transaction and send us the information so we can credit the miles in your account after the system outage. We recommend you contact your bank to ensure they can make the transfer during this period. You can always transfer your points to LifeMiles before February 1st or after February 5th.

I am applying for a co-branded credit card. What happens if my credit card is approved and I receive it during the system outage?
The bank can give you the card once its ready. Once you start making transactions with it, the bank will report them to us and we will credit these miles in your account once the systems are back up again, and you won´t lose your miles.

Commercial Partners

Will I be able to accrue miles in commercial partner stores?

If you buy in a LifeMiles Commercial Partner during this period, you can request the accrual of your miles for the transaction made. If the partner uses a POS to accrue miles, these transactions will be processed gradually when our systems are re-established. If you visit Terpel service stations in Colombia you can also make accruals and these miles will be reflected in your account later. To accrue in partner stores in Guatemala and Costa Rica you must show your LifeMiles virtual card that you can find in the Avianca mobile application.

Will I be able to redeem miles in the LifeMiles commercial partner network during the system upgrade period?

During this period you will not be able to make any redemption in any of our commercial partners. We recommend you make your transactions with LifeMiles before February 1st.

Will I be able to use the LifeMiles mobile application to accrue in partner stores or enjoy Elite benefits?

The LifeMiles mobile application will not be available during this period. However, you can store your virtual card in your electronic wallet from the Avianca mobile application. Additionally, always enter your frequent flyer number in your reservation or at the time of check-in to enjoy your Elite benefits during your flights.

I want to use my miles to redeem with hotels or car rentals that have an agreement with LifeMiles, how can I do it?

You will be able to redeem before February 1st or after February 5th through LifeMiles.com, unfortunately you won’t be able to redeem during the outage period since this option will also be in maintenance

Others

Will I lose my Elite benefits during this period?

During this period you can enjoy all of your Elite benefits. Always remember to document your frequent flyer number in your reservation in order to recognize your Elite status throughout your trip.

Will I be able to earn the Elite status during the system upgrade period?

Since the system will not be available, we will not be able to grant you your new Elite status during the outage. Once the system is back up, we will accrue the miles from your trip, an if you meet with the Elite requirements, we will grant you your Elite status

I suffered an operational problem with my flight and received miles as compensation. How can I validate if the miles are already credited in my account?

You will be able to validate your miles balance starting on February 5th. If the miles are not reflected in your account, please contact the Avianca customer service area.

Conclusion

Turkish Airlines just went through similar update recently when their system was down for a weekend. Now, LifeMiles will be down for five days based on the email they have been sending out to program members.

Let’s hope that they make the process of redeeming miles easier. The website is not the most functional at this time compared to other Star Alliance ones.

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