Story of Qatar codeshare ticket desync and uncontactable customer service

[andrewpf]

Virgin Australia debacle on both legs of international holiday exposes 'infuriating' airline issue

Reading this article, I really question whether flying VA is worth the customer risk.

The fact that there was a major issue with this guy's ticket in both direction on his Qatar codeshare seems like a major and frustrating problem; but assuming it was a one off that happened to a very small number of customers (was it really? unlucky for VA it happened to someone that had a website platform to write about it) it maybe is understandable that these issues can happen. But then the question is how do they recover.

So, how can an airline that has flights leaving at all hours of the day (including codeshares where it has control over the ticket) not be contactable between 11pm - 5am? Not only not contactable by the customer; but not contactable by their airline partner. This isn't some minor airline with 4 planes, its got over 100 aircraft, flying as far as New Zealand and across to Bali; as well as its wet-lease through to Qatar and onward codeshares.

 

[RooFlyer]

The worst part of that story is Virgin didn’t have after hours customer service available even for its partner. Dumb. And still showing that tickets/flights in the app after the tickets were cancelled.

The cancellation thing while really bad, is far from unique, even in non-codeshare environments, unfortunately.

The story is a pretty good one showing the pit falls of flying especially with code shares and giving the technical reasons. Personally I avoid code shares where ever possible for exactly this type of reason. (presently 4 return trips to Doha and beyond booked and none of them are VA code shares.)

Interestingly that the author, in spite of two horrible experiences and their family being QFF flyers in general, says they’re still happy to fly with Virgin again for their next holiday!

So @andrewpf I’d take the lessons and tips given on board and not really have it colour you’re thinking in a major way going forward.

 

[Mwenenzi]

From the link

A small number of bookings for Virgin Australia flights operated by Qatar Airways were impacted by an isolated technical issue between Virgin Australia’s and Qatar Airways’ reservation systems during a system-related migration. While our teams worked hard to identify and rectify all impacted bookings, unfortunately a small number of changes were not captured. Virgin Australia sincerely apologises for the inconvenience caused to impacted guests.”

snip

The Qatar Airways flights were excellent and I would be keen to fly with them to Dublin in the future.

Despite this experience, I will probably book with Virgin Australia for my next trip for two reasons: their rewards program is more versatile for Australian residents and their prices can be slightly more competitive than booking directly with Qatar. However, it is important to keep the risks in mind for your next trip and prepare accordingly.

As a guess were on the VA marketed VA operated (via QR wet lease) flight. Those flights also have a QR codeshare flight number.
And DOH-DUB was a QR marketed (flight number) and QR operated. (not VA)

As they do not like transiting LHR after flying 24rs from Oz, next time they should book direct with QR on a real OR flights [QR marketed QR operated] and not a VA prime flight. Will get some VA ff points(?)
Or EK flights [ EK marketed EK operated ] BNE-DXB-DUB. Would get QF ff points, bur not SC (they sated are QF frequent flyers)