Lufthansa Miles & More: Customers Angry Over Credit Card Switch to Deutsche Bank

A change in credit card providers within Lufthansa’s “Miles & More” loyalty programme is causing frustration among its frequent flyers. Sales Professional Thomas Fröhlich announced on LinkedIn, “I will let the contract lapse without further ado.”

Meilen sammeln auf vielen Wegen

Like many other customers, Fröhlich is unwilling to provide Deutsche Bank with detailed financial information, including Schufa credit reports, again. This is necessary to secure previously earned miles, as existing cards issued by Deutsche Kreditbank (DKB) will expire no later than April 30th.

Did You Know? The Miles & More credit card is used by a “substantially six-digit number” of people in Germany.

The Lufthansa Group aims to strengthen customer relationships through the Miles & More programme. Miles can be earned through a complex system and redeemed for products, upgrades, or, occasionally, bonus flights. Co-branded credit cards accelerate this process, as every purchase generates additional miles. Status Points are also awarded, unlocking enhanced travel benefits at certain thresholds.

Deutsche Bank attributes the need for updated financial information to banking regulations requiring customer verification when applying for a new credit card. The bank states that this information is “industry standard” and enhances security, protecting customers from potential card misuse.

Frequent flyers report difficulties during the transition. Call center agents were unable to provide assistance, and some Deutsche Bank branch employees were reportedly uninformed. Customers also expressed concern that their existing cards were not automatically canceled, potentially leading to duplicate charges. Initially, Deutsche Bank set a standard credit limit of €2,500, which has since been doubled to €5,000.

Schwund ist einkalkuliert

Miles & More refutes the criticism, acknowledging the transition involves some effort. However, the company believes This proves “the best and safest path for all parties involved,” offsetting the one-time inconvenience with a transition bonus and long-term benefits. A seamless transition is possible, and bonuses of up to 6,000 miles and 40 Points were offered for a quick switch before February 15th.

Expert Insight: Loyalty programmes are fundamentally about data. While the stated reason for requiring new financial information is regulatory compliance and fraud prevention, the bank is also building a more complete profile of its customers, which has value in its own right.

The Lufthansa subsidiary does not disclose figures regarding the transition’s progress. A “significant proportion” of cardholders have already opted for the switch, but the company acknowledges some attrition is expected. “Isolated cancellations are typical in a product transition of this magnitude and are within the expected range.”

Frequently Asked Questions

What is causing dissatisfaction among Lufthansa’s frequent flyers?

The change in credit card providers within the Miles & More programme is causing dissatisfaction, as customers are required to resubmit detailed financial information to Deutsche Bank.

What is the deadline for existing DKB cards?

Existing cards issued by Deutsche Kreditbank (DKB) will expire no later than April 30th.

What incentives were offered to encourage a quick transition?

For a quick switch before February 15th, bonuses of up to 6,000 miles and 40 Points were offered.

As Lufthansa navigates this transition, will the long-term benefits of the new partnership with Deutsche Bank outweigh the initial frustrations experienced by its loyal customers?