383K Lufthansa Miles Stolen, Member Reports It, Airline Says Tough Luck?

In this post:

The person from Miles & More informed me that a ticket had been purchased on Sept 30th, 2025 (which is when I was flying from Frankfurt to Atlanta) from Vancouver, Canada, to New Delhi, India, in the name of [redacted], and that he also used his credit card with the points. I immediately informed them that this was not done by me and that I don’t know this person, nor authorized this transaction, and that this was theft from my account.

The person from Miles & More then informs me that the person is presently in Frankfurt about to board to India. I then tell the person that this person is not authorized to travel and if I purchased the ticket, it immediately needs to be cancelled and stop the person from boarding. The Miles & More rep informs me that he is in contact with the Frankfurt Airport to inform them to stop the person and cancel the ticket. He then comes back on line and tells me that they are not able to stop the person from boarding.

I inform them that this person whom I don’t know, has somehow gotten into my account (I think it was an inside job by one of their call center persons) and used my points for this transaction. I informed them I received no notice that a transaction had occurred (I was in the air from Frankfurt to Atlanta), and I don’t know this person.

They told me the person’s name, where he was flying from, his phone number, and email. All of which I had no idea whom this person was. It was an Indian national by the name of [redacted].

I asked the Miles & More person to make a record of this event, and they informed me to file an official complaint on the app, which I did, and they told me that my points would be awarded back in the next days.

I called in two days, then they told me in one week the points would be returned in a week. So, each week I called, they told me another week but that I would get an email update.

Today, on 15 December, 75 days after filing my official complaint and never receiving an email, the Miles & More person reads to me that Lufthansa’s and Miles & More did not find fraud. I asked that they send me the email stating this conclusion and they said that it has already been sent out and they cannot send it out again to me. I never received it in my email or my spam mail and have never received email correspondence from Miles & More about this claim. I was never contacted by their fraud department, which they say was the department handling the case.

I then asked for them to send me a copy of the ticket, the person’s name, address, the phone number, and credit card used in conjunction with the theft of miles and purchase, since this was credited to my account “by me,” I should be able to have all information that has been credited to my account, as I am able to do so with all other airlines I fly on. They refused to provide this to me, which is quite strange, as it is my account, they should be able to provide all information to include passenger and ticket and additional information used to purchase the ticket.

I am quite upset to lose $50,000 worth of points due to the malfeasance of Lufthansa and their conducting of an investigation without contacting me.

Is this how they conduct business? How many other people have they done this to? It’s quite lucrative to take points away from customers who have spent their hard earned money to buy these miles.

Before I share my take, I want to mention a few things. First of all, Micah claims the points are worth $50,000 based on being able to book five one-way first class tickets from Frankfurt to the USA with those points. Obviously I strongly disagree with that approach to valuing miles, but let’s not focus too much on that.

A great solo travel tip spotted this week on One Mile at a Time.