Double Charging Issue since Sabre

[bcworld]

Whilst I haven't seen it mentioned here...since the new website / GDS went live in January, Virgin's social media channels have been inundated with reports of customers being either double charged for bookings or have a lingering pre-authorisation for the whole amount of the booking against their account as well as the actual charge itself. This applies to both credit & debit cards.

While I'm sure many can live with this in the short term others have, according to their accounts, been left unable to access cash / honour other financial commitments for some time.

Many report that this is taking some days to resolve; others are told when first making contact with customer services that they may have to wait up to 21 business days! It seems customer service staff are not well versed in how to handle what is now a well documented issue. Banks seem unable to rectify the issue without proactive involvement from the Virgin 'Accounts team'.

My question is, 3 months later, what is being done to rectify this issue? Or is this a permanent feature of the new system that, if it happens to you, will just have to be dealt with on a case by case basis?

 

[Deleted member 29185]

Whilst I haven't seen it mentioned here...since the new website / GDS went live in January, Virgin's social media channels have been inundated with reports of customers being either double charged for bookings or have a lingering pre-authorisation for the whole amount of the booking against their account as well as the actual charge itself. This applies to both credit & debit cards.

While I'm sure many can live with this in the short term others have, according to their accounts, been left unable to access cash / honour other financial commitments for some time.

Many report that this is taking some days to resolve; others are told when first making contact with customer services that they may have to wait up to 21 business days! It seems customer service staff are not well versed in how to handle what is now a well documented issue. Banks seem unable to rectify the issue without proactive involvement from the Virgin 'Accounts team'.

My question is, 3 months later, what is being done to rectify this issue? Or is this a permanent feature of the new system that, if it happens to you, will just have to be dealt with on a case by case basis?

VFF, your input is great.

But some pretty bloody important questions are slipping through the cracks. Pick up thy telephone a dial accounts receivable and ask why they aren't processing credits IMMEDIATELY. Secondly, pick up thy telephone and call your web gurus and tell them to stop withdrawing funds multiple times.

Isn't too difficult, surely? Millions of businesses of all sizes all around the world manage it on an hourly basis.....why can't VA? Also ignoring the hard questions whilst answering the easy ones is not good form. (IMHO of course)

 

[bcworld]

A typical example posted just a few minutes ago:

 

[Fruitcake]

Are those affected by this clicking the payment button multiple times? Or is it genuine shennanigans on VA's end?

I also wonder whether the appearance of multiple transactions is part of the issue (and this has been confirmed as a feature, not a bug). I was a bit surprised to see four line items for my first Sabre booking (2xfares, 2xtaxes), especially from random locations (Winton and Bamaga, from memory). I initially assumed I'd been double charged.

 

[bcworld]

Are those affected by this clicking the payment button multiple times? Or is it genuine shennanigans on VA's end?

I also wonder whether the appearance of multiple transactions is part of the issue (and this has been confirmed as a feature, not a bug). I was a bit surprised to see four line items for my first Sabre booking (2xfares, 2xtaxes), especially from random locations (Winton and Bamaga, from memory). I initially assumed I'd been double charged.

From what I gather, and as in the example I posted above - the transactions can be days apart therefore I don't think user error is to blame.

 

[lovestotravel]

Qantas - flights to Australia, New Zealand, Africa and Asia. Book airfares at qantas.com. in the meantime is a good option until VA actually admit a problem and a time-line to fix it

 

[Fruitcake]

Qantas - flights to Australia, New Zealand, Africa and Asia. Book airfares at qantas.com. in the meantime is a good option until VA actually admit a problem and a time-line to fix it

But five minutes ago you recommended people should book VA reward flights instead of QF ASAs?

From what I gather, and as in the example I posted above - the transactions can be days apart therefore I don't think user error is to blame.

That's definitely a worry. Personally it's one of the reasons I always use a credit card and always have a couple of fee-free cards around just in case I can't use my preferred card at some point (I have two cards in my wallet without a transaction since 2006!). But a lot of people can't do that.

I would have thought airline ticket processing would be a fairly mature technology by now. Looks like I'll need to keep checking the 'credit available' number like a hawk before and after a VA transaction.

 

[lovestotravel]

But five minutes ago you recommended people should book VA reward flights instead of QF ASAs?

No - I simply indicated that at the same time Qantas was increasing the "cost" on reward seats, Virgin have a sale..... Interesting timing......

So again to make it clear for some......

Since Virgin are still having issues with double charging, if you are worried about that possibly happening simply book with Qantas

 

[bcworld]

Next!

 

[eastwest101]

I find it very strange indeed that this was the earliest and the most obvious problem from the first day of the Sabre transition back in Jan 2013 and it is still happening? Its also curious that this the VFF Rep has not replied to this thread or adressed the issue yet.

 

[bcworld]

I find it very strange indeed that this was the earliest and the most obvious problem from the first day of the Sabre transition back in Jan 2013 and it is still happening? Its also curious that this the VFF Rep has not replied to this thread or adressed the issue yet.

It's the same story on Facebook - questions about why this issue persists are always ignored - while generally the VA rep there replies to almost everything.

 

[eastwest101]

It's the same story on Facebook - questions about why this issue persists are always ignored - while generally the VA rep there replies to almost everything.

Yes - I guess there is a limit to what the VA reps can say in public forums, but ignoring a big issue like that makes people a bit cynical as to how engaged company reps actually are.

At least with another different issue the VA rep here was able to say that particular problem may not be fixed "until June at the earliest" - but even that is useful information to me - because I can plan around it. I won't hold the official VA rep solely responsible for fixing the entire suite of Sabre/web site problems, thats not fair or in their control, but their communication should be. I'd suggest that most people would just like a realisitic acknowledgement that there is an issue, and maybe a rough timeframe for a solution so that they can plan around it or invest in alternatives if required.

 

[oz_mark]

Yes - I guess there is a limit to what the VA reps can say in public forums, but ignoring a big issue like that makes people a bit cynical as to how engaged company reps actually are.

Perhaps they are being officially gagged on the issue.....

 

[bcworld]

Perhaps they are being officially gagged on the issue.....

It seems that that is probably the case. It's the kind of issue & some of the victims stories that would make excellent fodder for those 630pm shows that masquerade as having something to do with current affairs!

For me personally I think if they can't or won't fix this issue I have very little faith in other less serious bugs & functional gaps being fixed.

 

[Deleted member 29185]

Apart from saving CC fees, this may also be another impelling argument for using a stand along booking company like Zuji.

I really hope these people are complaining to consumer affairs. As this is an ongoing issue with absolutely no sign of even attempted resolution, I'm sort of thinking a very fine line between mistake and outright fraud is being tread. I wonder how many have not picked up double charging and whether those are just a "win" for VA?

I might allocate some hours to cross match flight bookings with CC charges to see if I'm one of those bunnies!

 

[bcworld]

Apart from saving CC fees, this may also be another impelling argument for using a stand along booking company like Zuji.

I really hope these people are complaining to consumer affairs. As this is an ongoing issue with absolutely no sign of even attempted resolution, I'm sort of thinking a very fine line between mistake and outright fraud is being tread. I wonder how many have not picked up double charging and whether those are just a "win" for VA?

I might allocate some hours to cross match flight bookings with CC charges to see if I'm one of those bunnies!

I made a Zuji booking but my credit card was still billed directly by Virgin Australia. I guess it depends on where the problem lies as to whether it could prevent this issue.

 

[hummel]

I might allocate some hours to cross match flight bookings with CC charges to see if I'm one of those bunnies!

Something ill be doing this weekend I think!

 

[bullerdude]

Perhaps they are being officially gagged on the issue.....

I would say this is likely - Any company with a issue this serious (this is effectively billing a customer without thier consent) would only make comment through official press releases after they have fixed it.

 

[bcworld]

Yesterday's victim:

 

[bcworld]

When did Sabre go live? 14 weeks ago? Can anyone think of a logical reason that VA haven't been able to fix this yet?