Just wondering whether anyone else has experienced this glitch recently?
I booked some flights HBA- MEL-CBR return during the double SC promo in late November, received my e-ticket, then decided to upgrade return legs to J so I could get lounge access and extra baggage allowance for the return trip (as I will be a lowly Red by the time I make the trip to visit my Dad in May - WAAAAAAAAAAAAHHHHHH
). Went through Manage My Booking and selected the flights to upgrade, all went well until the final screen when I received two error messages, that the upgrade hadn't been finalised and the journey hadn't been ticketed, and to contact the GCC. I called them and explained several times the messages I was seeing, but the gentleman I spoke to at the overseas GCC eventually advised the upgrade HAD been processed (although I was rather concerned when he asked me twice "did you upgrade with points?", as I thought he should be able to see that?), and pushed through the updated e-ticket to me manually via email as I hadn't received it. Checked my booking a few days later and saw the e-ticket showed a charge of some $70+ for the upgrade, and no points had been deducted however the additional charge didn't appear on my CC. To be honest, at the time I couldn't face calling the "pleb" Velocity line as had a lot of other stuff happening and things weren't going well, shall we say, so had to leave it for a few days - thankfully it seemed to sort itself out and the points were deducted about a week later and the upgrade charge never appeared on the CC so they must have had to do a manual fix of some kind.
Fast forward to today and Mr J booked some HBA-MEL-PER return flights for February to visit his parents in WA - as the return PER-MEL sector was on the A330, he decided to upgrade and had the same issue - there was upgrade availability for the flight, went through the process and again, on the final screen - upgrade not finalised, flights not ticketed, contact the GCC. Luckily Mr J still has Gold status so was able to get on to the premium Velocity line and spoke to a very helpful young lady who said there appeared to be a glitch and the upgrade hadn't gone through, so they sorted it out immediately, deducted the points from his account and they also had to push the e-ticket through manually as - unlike my experience - he hadn't received a confirmation email at all, even for the original booking.
Both were revenue bookings, made as normal via the VA website, each with similar (although slightly different) issues but same error messages, so not sure whether we've just been unlucky or if this has occurred with other bookings. He was upgrading from an Elevate fare, I was upgrading from Freedom fare - interestingly, we were both booking during a double SC promo period. Mr J received a targeted email for double SCs for bookings made by 20 January for travel by 20 February, I think it was.
(Also made me realise again how much I miss having status, after my long and slightly painful call to the overseas GCC, and then listening to Mr J on his "no problem at all, fixed in no time" conversation with the Gold line **sigh**) .
I booked some flights HBA- MEL-CBR return during the double SC promo in late November, received my e-ticket, then decided to upgrade return legs to J so I could get lounge access and extra baggage allowance for the return trip (as I will be a lowly Red by the time I make the trip to visit my Dad in May - WAAAAAAAAAAAAHHHHHH
). Went through Manage My Booking and selected the flights to upgrade, all went well until the final screen when I received two error messages, that the upgrade hadn't been finalised and the journey hadn't been ticketed, and to contact the GCC. I called them and explained several times the messages I was seeing, but the gentleman I spoke to at the overseas GCC eventually advised the upgrade HAD been processed (although I was rather concerned when he asked me twice "did you upgrade with points?", as I thought he should be able to see that?), and pushed through the updated e-ticket to me manually via email as I hadn't received it. Checked my booking a few days later and saw the e-ticket showed a charge of some $70+ for the upgrade, and no points had been deducted however the additional charge didn't appear on my CC. To be honest, at the time I couldn't face calling the "pleb" Velocity line as had a lot of other stuff happening and things weren't going well, shall we say, so had to leave it for a few days - thankfully it seemed to sort itself out and the points were deducted about a week later and the upgrade charge never appeared on the CC so they must have had to do a manual fix of some kind.Fast forward to today and Mr J booked some HBA-MEL-PER return flights for February to visit his parents in WA - as the return PER-MEL sector was on the A330, he decided to upgrade and had the same issue - there was upgrade availability for the flight, went through the process and again, on the final screen - upgrade not finalised, flights not ticketed, contact the GCC. Luckily Mr J still has Gold status so was able to get on to the premium Velocity line and spoke to a very helpful young lady who said there appeared to be a glitch and the upgrade hadn't gone through, so they sorted it out immediately, deducted the points from his account and they also had to push the e-ticket through manually as - unlike my experience - he hadn't received a confirmation email at all, even for the original booking.
Both were revenue bookings, made as normal via the VA website, each with similar (although slightly different) issues but same error messages, so not sure whether we've just been unlucky or if this has occurred with other bookings. He was upgrading from an Elevate fare, I was upgrading from Freedom fare - interestingly, we were both booking during a double SC promo period. Mr J received a targeted email for double SCs for bookings made by 20 January for travel by 20 February, I think it was.
(Also made me realise again how much I miss having status, after my long and slightly painful call to the overseas GCC, and then listening to Mr J on his "no problem at all, fixed in no time" conversation with the Gold line **sigh**) .
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