scottz95
Member
- Joined
- Jun 13, 2015
- Posts
- 122
Hey guys, wanted to see if anyone has heard of this happening before.
Short of the story, I booked a L-Flex trip PER-SYD-PER for next month through our company travel portal (its bad but it gets the job done). Processed fine. Needed to change flights due to a change in scheduling, pushing to different times on the same day through the portal was fine too. But.... This is where it started to go wrong.
After the changes were confirmed and the itinerary was reflected on the VA website booking management system I decided to upgrade with points to J or Z. Which again was fine on VA's site. But within 5 minutes, a call comes in from the travel team saying that my booking has now duplicated the segments e.g. 1 booking in Economy L and one in the upgraded business cabin for each segment. The immediate advice was to ring VA and notify them of the issue and ask them to verify the upgrade was successful and work out what happened to create a duplicate.
Ring VA, transferred immediately to Velocity as, and I quote "Its a points upgrade, we don't deal with it". Velocity after 20minutes of explaination says they managed to remove the duplicate from my PER-SYD Segment but suggest the travel agent needs to reticket the SYD-PER run, then reverse the upgrade (which they tried to get the change fee for even though it was a technical glitch that they admitted to).
Ring back to the travel team, Travel team says that PER-SYD is fine, no duplicate, shows the upgrade etc. They immediately offer to reissue the second segment and reissue me in L-Flex as Velocity refunded the upgrade so I can upgrade again. Ticket was reissued, all is good there. Except its not...
Call Velocity back to get upgrade as they said once reticket happens, you can book the upgrade with us over the phone. Ring back, oh you can't as even though a reticket was issued, there is still a duplicate (no duplicate on the itinerary this time either). Directs back to agency and says the systems are clearly broken between VA and the Travel agency.
Unfortunately our travel team had finished for the day so I have to wait until tomorrow to see what they say.
TL;DR Virgin and third party travel agents booking systems aren't working properly and duplicating segments. Has anyone heard of this happening before?
P.S. Anyone thinking this may mean bonus SC/VFF Points?
Short of the story, I booked a L-Flex trip PER-SYD-PER for next month through our company travel portal (its bad but it gets the job done). Processed fine. Needed to change flights due to a change in scheduling, pushing to different times on the same day through the portal was fine too. But.... This is where it started to go wrong.
After the changes were confirmed and the itinerary was reflected on the VA website booking management system I decided to upgrade with points to J or Z. Which again was fine on VA's site. But within 5 minutes, a call comes in from the travel team saying that my booking has now duplicated the segments e.g. 1 booking in Economy L and one in the upgraded business cabin for each segment. The immediate advice was to ring VA and notify them of the issue and ask them to verify the upgrade was successful and work out what happened to create a duplicate.
Ring VA, transferred immediately to Velocity as, and I quote "Its a points upgrade, we don't deal with it". Velocity after 20minutes of explaination says they managed to remove the duplicate from my PER-SYD Segment but suggest the travel agent needs to reticket the SYD-PER run, then reverse the upgrade (which they tried to get the change fee for even though it was a technical glitch that they admitted to).
Ring back to the travel team, Travel team says that PER-SYD is fine, no duplicate, shows the upgrade etc. They immediately offer to reissue the second segment and reissue me in L-Flex as Velocity refunded the upgrade so I can upgrade again. Ticket was reissued, all is good there. Except its not...
Call Velocity back to get upgrade as they said once reticket happens, you can book the upgrade with us over the phone. Ring back, oh you can't as even though a reticket was issued, there is still a duplicate (no duplicate on the itinerary this time either). Directs back to agency and says the systems are clearly broken between VA and the Travel agency.
Unfortunately our travel team had finished for the day so I have to wait until tomorrow to see what they say.
TL;DR Virgin and third party travel agents booking systems aren't working properly and duplicating segments. Has anyone heard of this happening before?
P.S. Anyone thinking this may mean bonus SC/VFF Points?
