要找 LifeMiles，因为 ANA 那边只是负责运营，里程票相当于是把 LifeMiles 当作旅行社。
至于 LifeMiles 那边怎么处理，官方邮件是这么说的：
Due to flight cancellation, we can forward your case to our internal department so a penalty-free miles refund can be evaluated, however, we need you to check and agree with the following conditions:
- The case will be under evaluation for a period of 15 business days.
- The applicable taxes will be reimbursed to the credit card used when redeeming the booking, however, due to the high number of requests that the Refunds department is handling, we’re not able to provide you a specific time frame for this process to be completed.
- The redemption fee is non-reimbursable as stated in our Terms and Conditions (25.00 USD per ticket).
- The booking as well as the ticket will be totally cancelled and such transaction cannot be reverted.
If you don’t agree to such conditions, we can only recommend you to reach the Call Center so you can reschedule the trip (based on availability). The options you must select on the main menu when calling are: 2 for English language → enter your LifeMiles number → 2 for Itinerary Changes → 1 for Involuntary changes.
For informative reasons, we’d like you to know the restrictions of your booking:
- Passenger change is not allowed.
- Redeemed flights don’t apply for mileage accrual.
- Miles refund is available by paying a 100.00 USD fee plus applicable taxes per ticket (Ticket must be completely unused).
- Changes fee is 150.00 USD plus applicable taxes per ticket (Changes are subject to availability).
- In case of miles refund, the redemption fee is non-reimbursable.
- Award tickets are valid for twelve months since their original issue date.
- The trip or the miles refund must be done within the valid term.
- In case of itinerary changes, the new flight date must be within the valid term as well.
个人经验是，他们美国客服只有一个电话，Avianca 和 LifeMiles 通用。选择英语后，直接输入 LifeMiles 号码跳过机器人废话。然后选2是Avianca部门，只能改你的票的Date（客服原话 我也不懂什么意思）；选3是 LifeMIles 部门。其实客服也没有说很清楚到底该联系谁，之前打电话两边互相甩锅。
我联系过 Avianca 的三种客服平台：电话，邮件，和 online chat，各家权限如下：
- 电话：权限最高，改票退票都可以，但是要分清楚是 Avianca 还是 LifeMiles。 而且 Avianca 部门等待时间极长，我从来没打通过。
- 邮件：只可以退票，不可以改票。
- online chat： 可以改票，不知道可不可以退票。改票的前提是你能搜到想改的那天里程票有seat。