Milesandmore Reviews 

Horrible program, getting worse and worse, it doesn’t make sens at all to fly with Lufthansa or other M&M airlines!

It's only 1 star because there is no ZERO. There is no way to use the hundreds of thousands of miles we accumulate because the site never works, and even their customer service personnel cannot find information or provide solutions. I am disappointed AGAIN with this pathetic excuse for a loyalty program.

I cannot use the points that I have accumulated for flights that I actually want. When I try and select a flight, the system crashes anyway. I'll be cancelling my Luxair Miles and More credit card thank you very much.

A scam. I have been a miles and more member for more than 15 years. In 2013, I had the Senator status. In 2025, I am missing only 360 points to become senator again. After I made a last flight in August which should give me the necessary points to become Senator again, Miles and more refused to credit the miles. They came with all kind of excuses ranging from why I selected a wrong class in my request to denying the request with reason the name is not correct. After 15 years, suddenly my middle name became compulsory. I sent boarding passes, copy of my passport, all evidences. Miles and more just refused to credit my miles for me to become Senator. This program has simply became a scam. They are selling dreams. You will not get the miles. If you get them, they will make sure you don’t use them. Any advice for a real loyalty program. I am thinking of flying blue. Miles and more is simply below the standards of a loyalty program. It is worth nothing, nada, rien. Please leave the program or don’t even join.

I have tried for years to book flights thru the M&M program. Totaly useless..Never a flight whrn uou wany to travel, especially Businesses Class.
If you're lucky they offer a flight with miles but the add on cost makes it more expensive than booking directly. Trying to reach someone to help is impossible. Customer since 2011 and have dropped my Senator status , too expensive to keep up and Sen Lounges overcrowded

For the past six months, I’ve been trying to resolve a single issue with Miles & More. Despite repeated attempts, every response I’ve received points me back to the same contact form – no progress, no real support, and certainly no resolution.

Each time I’ve asked for help by phone, I’ve been told: “We can’t do anything over the phone.” This leaves me stuck with miles that I cannot use – and the feeling that the program is structured in a way that makes redemption unnecessarily difficult.

As a long-standing customer, this experience is disappointing. Loyalty programs should make customers feel valued, not trapped. At this point, it feels less like a benefit and more like a barrier.

I hope Miles & More takes this as a wake-up call: customers deserve better service, clearer processes, and the ability to actually use the miles they’ve earned.

Writing here because of a bad experience with Miles & More customer service.

We had booked a flight with miles for Monday (11 Aug) and a return flight on Tuesday 19 Aug.

I received the unfortunate news that my girlfriend was hospitalized on Saturday and when I went to visit her, the doctor told me it would be best to reschedule the flight for Tuesday.

Because the customer service team is not reachable on Sunday, I called on Monday. My first conversation was with a friendly chap who searched up my flight info and tried rescheduling. Before I could get him to reschedule anything, the line shut off. I was calling from my mobile phone and it shut off after 10 minutes.

I decided to call (and wait) again, this time via my landline. After a while, a lady answered the phone and went through the whole process again. She told me she could reschedule for Tuesday or Wednesday. I wanted to reschedule to Wednesday to be safe. I told her to call me back because we were approaching the 10 minute mark. Soon enough, the line shut off again.

Then she asked me for my CC details for the difference in price. I told her I was not comfortable giving them to her. Apparently this is the standard procedure. After 30 minutes or so of deciding what to do, I decided to book another flight for departure (better times etc.) and to cancel the one booked with miles.
(By the way, the first guy asked for my 2nd, 3rd and 5th number, while the lady asked for my 1st, 3rd and 4th number of my pincode of the Miles & More card, after which they easily knew the whole pincode. Not very safe!)

I then called the Miles & More number again and this time another guy checked my flight details to cancel the flight. After a while, he told me this was the Brussels Airlines number and not the correct number to call. I thus asked him for the correct number. After I wrote it down, I told him I called this exact number before reaching him. He told me he was mistaken and gave me another (US) number. I tried calling the US number, but nobody picked up the phone. I was unable to cancel the flight. I just shrugged it off, because losing the miles and 100 euros in taxes wasn't too big of a deal.

Later that week - while on vacation - I checked my return flight only to see it had been cancelled because I was not on the passenger list for the first flight. I did not get a notification by email or phone...

Because it was Sunday again, I again could not reach the Miles & More service number, so I had to book another flight which cost me an extra 400 euros and a loss of miles for nothing.

What the hell is the purpose of having a customer service team if you can't reach them?

Horror. The M&M experience is as close as it gets to a true scam. Avoid at any cost, do yourself a favor and avoid it. A class action lawsuit may something these people would need to stop ripping people off.

Useless website and app. Every time I try to book a reward flight I get a "technical error". Lufthansa just doesn't care.

Want to give zero, deleted inputs and incorrect calculations. A very dishonest service

Miles and More is a SCAM. I have 66,000 miles and can’t use them despite them boasting partnership with a dozen airlines! They simply can’t find a flight for me even though I change days, cities, EVERYTHING! Total SCAM.

I can't believe I'm talking to a delocalized technical support center that has no idea what they're talking about. What happened to the 5-star experience Swiss used to provide from A to Z, including their technical support?

I am a 20 years member of miles and more, and i have been seeing this program degrade to absolute uselessness.
This is so messed up, that i am almost 100% certain that this was a Mckinsey idea.
I can only urge everybody don't let yourself be fooled, miles are worth nothing, and the service is a catastrophy.
As a german it hurts me saying this but i will now switch to another airline. I could give endless examples and i tried to give feedback to help the airline but even doing this is impossible. Hence this feedback via trustpilot.

Since Lufthansa also took over the Swiss Shop into Miles & More it goes from bad to worse, as with Swiss, that suffers under deterioration because Lufthansa managers take over more and more instead of just learning from Swiss. You have a lot of articles, many of them crap. Prices are the same as or more than in normal shops - of course in Switzerland higher than in e.g. Germany. And when you then bought some small article they put on in the end a whopping transport cost, because of course they send from Germany. Probably the only sensible way to use your miles is to put them against the purchase of tickets - or give them to charity - hopefully Lufthansa does not charge a handling fee to that.

The title says it all and the list is too long to through it all. From items not being available to constant chase for point not credited, to delivery charges of 20 EUR for items from the worldshop (clearly the company makes an additional, hidden profit out of it - there is no way any courier company charges 20 EUR for delivery of a tiny item in an envelope), ultra confusing website (actually multiple websites I keep getting re-directed to) - it's a mess. That's before I even go to describe the quality of service of the airline itself which keeps cancelling the flights, denying the EU compensation and only pays out when the Germany customer protection body gets involved.

The worse miles program ever! it is like talking to a wall. They should just shut down the program, it is a complete waste of time, I have to fight everytime to earn miles on flights we took, because the usual excuse is that we were not on the flight, which is quite amazing! I have already spent days trying to solve this kind of issues besides trying to redeem car rental and some hotels miles (there is always and excuse not to credit them), and when I used my miles on q flight at the end it was more expensive then buying it on another website, you can only see that at the end of the buying process when it is too late to make a different decision. I have been badly treated by customer service that basically treated me like a chid with a cynical tone of voice, I complained about this specific person formally but no feedback, more than a year now, I think they want to keep them to put humiliate people so they lose the will to end call to complain. I even used facebook to give visibility, no use! The worse is that they do not have an email for feedback or complaints we always have to call and they just treat us like they want and take the time they want.

Don’t touch the website of Hotels and cars by miles and more It happened to me in February, they took 99,000 points from my account, and this is despite the 12 emails I sent and four months later, nothing has been returned. Every email they answer, they are really sorry and it is being processed, so don't touch their website.

I got an reminder from Miles & More earlier regarding unused miles. I clicked the hyperlink on that email, figured I could buy some gift cards and proceed. The website user interface is not friendly, It took me a few days to find the logout botton (because it's hidden until you click the miles balance, so creative!). Took a while to find the gift card that could be useful (yes, I understand, whichever merchant providing promotion or paying for ad got to shown on the top) but it did not even let you display by alphabetical order, when you click show all on a category, evrything (of all categories) jump out, took a while to find what you need.
The most important part, after I review my redemption selected and checked all the required box es (such as terms & condition...) red error message appeared.
my instinct is to check whether it's my device having these issues. So i deleted cookies, changed browsers, delete browsing history, even restart my computer. No luck.

This is the beginning of the nightmare. Waited for abt 20 min after I mentioned the error message, Miles&More CS said it's cadooz's problem (I believe so as the error said the webpage of cadooz gift card could not be loaded.....). CS said I should contact cadooz then diverted the call to cadooz. It's disconnected almost immediately. So i need to pay for international call to call Cadooz at Germany. no luck to reach anyone. Found a lot of webpage to get a cadooz email address & wrote them with the details, provided screenshots and everything relevant. The reply is ok quick, tell me to delete cookies (I am deleting cookies every 5 minutes already !! in the entire process) and reach out to Miles & More again.

They "sound" polite. just the website can't do the most important thing or CS are not trained to handle a lot of things because the service is subcontracted.

I have flown quite many airlines/ hotel/ travel/ almost any type of online platform that involves CS and / or redemption program. this is the most unfriendly platform and the most frustrated one. I just hope they care to fix this soon.

This a scam. you never find the reward flights you want even you try 320 days or more before the departure date. Last year they gave a shit routing, two years ago had to book single legs and this year no availabilities.

I would give them zero stars if possible. Miles&More is a total waste: they don‘t credit flights you took, when you submit a request for the respective miles it gets automatically denied without providing a reason, when you call, you get a flippant response suggesting to submit an „inquiry“ buried somewhere on their website and submit all details and proof of your claim and will hear nothing back after that. I fly with Swiss regularly and they should be ashamed of such a terrible „offering“.