Many of you are taking advantage of US Airways’ 100% bonus on Shared Dividend Miles this week and I have encouraged many of my clients to do the same. Transfers from account to account are typically instant, but can take up to three days to to process. That can be problematic, as it was for me yesterday. A reservation I had created for a client in Oregon was nearing the end of its 72-hour courtesy hold and the shared mileage transaction had not been processed 10 hours after initiation. I had to find a solution or else lose the award space.
US Airways was no help–the process is contracted out to points.com and the Dividend Miles service center in Phoenix could not even see a record of the transaction. Points.com does not have a customer service telephone number. Instead, there are two ways to make contact: e-mail or online chat. E-mail inquires can be sent through this online form. Chat can be found here. A disclaimer states e-mails take 48 hours to respond to, so I clicked on the online chat link.
Online chat is available between 9am and 5pm ET, but you must be patient if you use chat and be prepared to constantly refresh the page. For 15 minutes the chat box was grayed out–
Finally, it turned blue and I was connected to an agent who identified herself as Treena. The transcript of our conversation is below (emphasis mine).
Treena | P: Hello, welcome to Points.com Live Chat! In order to assist you, please provide me with the email address registered on your Points.com account, and let us know how we may assist you today?
You: xxxxxx, inquiring about transfer status from a US Airways to US Airways account.
Treena | P: Hi Matthew. Did you do that transfer on the US Airways website recently?
You: 10 hours ago. It has always been instant in the past and I have a reservation on hold that expires today. Miles were sent from account number xxxxxx to account number xxxxxx. US Airways said I had to contact you.
Treena | P: Ok. In order for me to check on the transaction for you, may I please have the confirmation number, if you have it available?
You: Unfortunately, I do not have the transaction number–no confirmation e-mail was sent and I have checked my spam folder. I do see a pending charge on my Mastercard for $570 and can provide you that number if it would help.
Treena | P: I have the account numbers that you provided. Let me see what I can find. I’ll be right back.
You: thank you
Treena | P: You’re welcome, Matthew. Still checking for you.
Treena | P: Good news, Matthew! The transaction has been completed. The miles will be in the xxxxxx account.
You: thank you very much. may i just quickly check?
Treena | P: Of course.
You: Thanks. I see the points are not showing up yet. About how long do you anticipate it will take for the miles to show up?
Treena | P: The miles should be in the account within the next 30 minutes up to 24 hours.
You: Very good. Thanks again for your very satisfactory assistance. Just in case I have to check back later on, do you have a points.com reference number for this transaction?
Treena | P: You’re welcome, Matthew. The confirmation number for the transaction is xxxxxx. An email containing this information will also be sent to you.
You: Perfect. Thank you and goodbye.
* * *
A few minutes later, the points posted. Whatever Treena did, she expedited the transfer and I was able to book the trip before the hold expired. Perhaps the points would have posted anyway in a few minutes, but I doubt it.
Others are reporting a bit of delay in receiving transferred points and that is understandable–many are taking advantage and there is some sort of queue. But if you find yourself running up against a ticketing deadline, it is worth your time to reach out to points.com with a request to expedite.