Telephone fee to resolve the 5685 Itinerary online error ?

[Chief Wiggum]

Merry Xmas All,

I presume when making an online change to a Flexi fare and you get the "We could not find fare for the requested itinerary (5685)" error that you are not then charged a telephone-fee of $35-40 when you ring CS to make the change over the phone.

I've tried a few times over a couple hours period and the same online error pops up when I select the new itinerary that I wish to change to. Same day, same routing, just a different time. There are seats available. It lets me choose them. But then bombs out when SELECT is clicked.

Thanks...

 

[serfty]

They should waive it - if there is any doubt, try to get the agent to follow the same steps that generate the error.

 

[afflinesman]

The policy seems to be that they will charge for anything that you can do online yourself. Hence, if you can't do it, no charge.

 

[Chief Wiggum]

Just to follow up... found out the reason for the error. I'm here at ADE QC and decided to ask the Lounge Desk to help me. They couldn't make it happen either, so put me downstairs by phone to Ticketing... they couldn't make my changes either... was then transfered to the regular "CS Central" by phone.

The CSR I spoke to said that because I wanted to change my flexi-fare to a different routing (from CNS-SYD-MEL to CNS-BNE-MEL) that the system can't handle those changes online through the website. She made all the changes for me there-and-then over the phone, confirmed by email, with no mention of any phone-fee.