Please help with zuji.com.au

[mike74]

Hey guys I need some help.

Last year in September I booked flights with zuji.com.au to London flying Emirates.

I booked flights on EK409 flying direct to Dubai then onto London flying on the new A380. Last week i checked on the Emirates website and my flights have been changed. I now fly via Kuala lumpur and they have changed my flights from Dubai to London on EK003 to EK005 so I am no longer on the A380. The reason why I booked these flights is because i wanted to fly on the A380. If i knew this was going to happen i would have booked with Singapore or Qantas.

I phoned up Zuji and the operator would not help. I booked the flights using my credit card and they wanted the last 4 digits of my credit card but I lost my wallet early this year and had to get replacement credit cards. So they said they can't help. I told them i would give them DOB address and any other details but they still refused to help. I then asked to speak to a supervisior and then they refused to get a supervisior. So I hanged up.

I then got in contact with consumer affairs Victoria and they have emailed me a letter of complaint form but told me as my flights are in June it most likely it would not go through in time.

Can anyone please give me advice on what to do to get my flights changed back to flying direct and getting the A380 for which i had paid for.

 

[markis10]

Have you tried a personal visit if you are in Sydney or talking to the airline?

ZUJI Pty Ltd. Travel Agent Licence no. 2TA5370. Level 9, 15 Blue Street, North Sydney NSW 2060, Australia

I would call the airline and ask them the best course of action given they have done the change.

 

[moa999]

Call back again and hope you get a nicer operator

 

[anat0l]

What kinds of fares did you book? Economy, Business, First? Flexible or non-flexible?

First befuddling thing would be who made the change. My guess is it is Emirates, but why? (Did they get rid of the service you were flying on?)

If you can make changes to your itinerary without significant charges (except for fare difference), maybe it's worth asking if you can just make the changes to your itinerary. If you want to cancel, then you'll have to check what are the conditions on that. The fare conditions should be accessible either from your e-ticket or via a link you can find online. At the very least, any operator should be able to tell you what you can do with your fare and how much it will cost.

If your ticket is non-flexible or the change fees are prohibitive, then you can try calling back, or giving Emirates a call. Whilst the latter might result in a simple but unhelpful, "Contact your travel agent", it's worth a try. Also, if you call Zuji again, perhaps they will ask for other security details? (A bit like Amex where they ask different security questions all the time, or Hilton where you need 2 or 3 out of 5 details to retrieve your reservation). Can you use an old credit card statement to get the credit card number you used to pay for the reservation?

Unfortunately, the travel agent / Emirates may just argue that you booked a particular fare / journey because that is where you want to fly and the inherent contract of sale (not explicitly specified, really) between you and the airline is to get you from point A to B, hopefully on the flights you have selected (barring delays etc.). Unfortunately, there is no set protocol in Australia like in Europe where if your flights are changed, you may be able to ask for rerouting or a refund from the airline. Changing your mind just because the equipment changes is usually an insufficient reason for a reroute/refund in the view of the airlines.

 

[odysseus]

Try checking old statements or, worst case, calling your bank to get your old credit card number.

 

[SBOB]

old statements should have the numbers from your credit card on it....

 

[Dalescott]

Had the same thing happen to me less than two months ago. Only they shifted me from the early evening flight to the 0255AM next morning flight. Spoke to EK, and said as a gold skywards member, I was not happy. So they put me back. I believe that they are load shifting, and trying to get the plane loadings better.