When is the $35 change fee applicable?

[Jousams]

So I've just had to change a multi city flexi booking via the plat line.

My work/life arrangements dictate that nearly every flight I buy has to be changed...

Anyway, this is normally done fine for free via the gold and now plat line.

Today I was charged $35.

Is someone able to let me know what has happened?

A) I've previously been lucky

B) recent changes to flexi rules

C) call centre lady has not realised that multi city is not available online.

Thanks in advance.

 

[markis10]

Everytime you call its payable unless the fare rules say different I suspect:

Guest Contact Centre Fee
$35 per person, per booking.


The above fee is applicable each time guests call the GCC to make, change or cancel a booking.

 

[Jousams]

Everytime you call its payable unless the fare rules say different I suspect:

Guest Contact Centre Fee
$35 per person, per booking.


The above fee is applicable each time guests call the GCC to make, change or cancel a booking.

It was a multi city booking.
I.e can't change online.
So should I have been charged?

 

[Jousams]

It was a multi city booking.
I.e can't change online.
So should I have been charged?

Edit. A multi city booking with a fare upgrade.

 

[jneufeld]

For any bookings not able to be made/changed online you shouldn't be charged the GCC fee. I would call back and get them to clarify why it was charged.

 

[markis10]

I would expect a multicity booking to be chargeable.

 

[Jousams]

I tried to argue my point... Might give them another ring. Not happy...

 

[Jousams]

And I was right, money credited back to me...

It becomes a bit annoying when you know more than the VA rep...

Thanks for the advice guys.

 

[bullerdude]

There should be no $35 fee for Platinums...... buts lets face it VA likes to scores $$ wherever they can.

 

[Jousams]

I tend to agree. Whilst this may sound very DKWIA'ish. The benefits they provide for status flyers (curbside entry, premium valet, priority checking, priority phone, etc) are in my opinion designed to make things easier for busy people.

As such, like this morning, it was good for me to be able to contact the GCC on my commute to work. At no time during the day did I have the opportunity to log onto my account and change the booking without stopping me doing my work.

So the fact they would levy a $35 surcharge against a high value customer, in any circumstance, really pisses me off.

Velocity Rep, take note!


Rant over.

 

[Velocity Frequent Flyer]

Hi Jousams, I'm really sorry this happened. Thanks for bringing it to my attention. Please send my your PNR and Velocity number via private message.

 

[koonyaflyer]

I tried to argue my point... Might give them another ring. Not happy...

I think the call centre team must have been given a recent reminder about these fees. I spoke to a " gentleman" about 2 weeks ago who was adamant that I had to pay $35 to change my Flexi J class upgrade fare. He continually told me I was was wrong when I advised it had not been applied previously ... I even gave him example PNR's. As a Platinum travelling on an upgrade Flexi which cannot be changed online I do not think it is reasonable to charge the $35, if that is fact what is supposed to happen.

in my case, with bad grace, he agreed to waive "this time".