On 5/3/18 after waiting for 1.5hr on the phone we finally booked our flight from Sydney to HongKong, then return from taiwan to Sydney. We received our booking confirmation and hang up the phone. We immediately checked the online account and confirmed the booking is correct (just in case the lady misspelled our name or anything). After five mins I checked our booking again to enter passport details and realised our booking was gone! As in it disappeared completely. I was so confused as I saw it a moment ago.
I quickly called my husband to log in again using his laptop and to our shock we got a brand new booking ID! And to a completely different country! We were so confused as how this could of happened and we realised we were not getting our original booking back as the money taken from my credit card was more than what was quoted! I called back at 11:30 midnight to follow up and to our luck waited another hour. We were told they couldn't do anything at the moment as the flight was with Cathy pacific.
The following days we called six times with no one able to fix the booking or offer explanations. I finally got sick of it and asked to speak to a manager who told me it looks like their staff thought we wanted a return flight from Sydney to Taiwan hence she changed our flight. I told the manager if the operator was confused or unsure why not call us?! Why would you cancel someone's flight and not even tell them? I even said check the voice recording on three occasions I said sydney to Hong Kong only. I never said I wanted a return flight.
As I spent literally 10 hours try to sort out their mistake I asked to get compensation. The manager promised us valet parking as a good will gesture which we accepted. But after one months we never got the promised Parking voucher. I called today only to be told it was rejected! I was very angry as no one even bother telling us we not gonna get the compensation and instead they changed it to pitiful 2000 pts! You gotta be kidding me right! 2000 pts equals to $10 and I wasted so much time calling and now I have to call to follow up on a compensation. And thr funny thing was we got a call to confirm we wanted thr parking voucher the dat after I spoke to the manager.
I now would like ask for possible suggestions on email of senior staff as the operator on the phone couldn't help me and their contact centre is useless as well. We were lucky I rechecked the booking straight away otherwise we will get a lucky surprise when we travel!
I quickly called my husband to log in again using his laptop and to our shock we got a brand new booking ID! And to a completely different country! We were so confused as how this could of happened and we realised we were not getting our original booking back as the money taken from my credit card was more than what was quoted! I called back at 11:30 midnight to follow up and to our luck waited another hour. We were told they couldn't do anything at the moment as the flight was with Cathy pacific.
The following days we called six times with no one able to fix the booking or offer explanations. I finally got sick of it and asked to speak to a manager who told me it looks like their staff thought we wanted a return flight from Sydney to Taiwan hence she changed our flight. I told the manager if the operator was confused or unsure why not call us?! Why would you cancel someone's flight and not even tell them? I even said check the voice recording on three occasions I said sydney to Hong Kong only. I never said I wanted a return flight.
As I spent literally 10 hours try to sort out their mistake I asked to get compensation. The manager promised us valet parking as a good will gesture which we accepted. But after one months we never got the promised Parking voucher. I called today only to be told it was rejected! I was very angry as no one even bother telling us we not gonna get the compensation and instead they changed it to pitiful 2000 pts! You gotta be kidding me right! 2000 pts equals to $10 and I wasted so much time calling and now I have to call to follow up on a compensation. And thr funny thing was we got a call to confirm we wanted thr parking voucher the dat after I spoke to the manager.
I now would like ask for possible suggestions on email of senior staff as the operator on the phone couldn't help me and their contact centre is useless as well. We were lucky I rechecked the booking straight away otherwise we will get a lucky surprise when we travel!