Booked J but now Y due to aircraft change

[Daver6]

Hi all,

After thoughts on the best course of action here.

Booked BME to PER on VA using EY points (flight is in August). At the time of booking the aircraft as a 737. I just happened to be on the VA site and noticed my seats for that flight were row 14. I had previously called to get row 1. Looking more closely I see the aircraft is now a F100 which has no J.

At the time of booking I had just enough EY points to burn for two pax in J. Those EY points were due to expire in the next month or two.

Now firstly, I'm pretty disappointed neither EY or VA notified me of this change. I suppose it really is up to EY as I booked through them.

I'm wondering what the best course of action is. I suspect I'll be able to get the refund in points difference without too much hassle. The problem is, if the points expiry is the same as the original, they are a little useless to me.

Another option is I could just insist I want a full refund and use my VA points for that flight in Y and I think I might be able to get better value out of the EY points elsewhere. Again, expiring soon is problematic though.

Ideally, I'd love it if they gave me the cash difference in fares, but I don't see that happening. Alternatively book me onto QF in J. Again, I don't see that happening.

Any other ideas? What would happen if I just turned up at the airport and played dumb. Then after the fact insisted on the refund? Given the flight is in August and the points were due to expire prior, they would have to give me points with an extended expiry? Or if I get the refund now, will day 0 for the points expiry be on the day they are refunded?

I only booked J to burn the points really. Its a short flight and not too fussed about Y. Its more how can I get the best outcome here.

 

[adam15]

Hi there. A similar thing happened for a booking i made for my wife. We redeemed for j mel- per (a332) x bme (737). Per - bme changed from 737 to f100. I was contacted by VA and offered another day or a $360 credit shell. I took the credit. Hope this helps.

 

[Daver6]

Thanks.

Days around my travel are all F100s. Not sure I want a credit though. Also given one way, BME to PER J is about $1k and Y about $300, a $360 credit seems rather stingy.

Finally, my fight is going to be with EY, not VA. Or was your booking also EY and VA offered the credit?

 

[Jurahn]

Hi there. A similar thing happened for a booking i made for my wife. We redeemed for j mel- per (a332) x bme (737). Per - bme changed from 737 to f100. I was contacted by VA and offered another day or a $360 credit shell. I took the credit. Hope this helps.

Just out of interest, how far ahead of the flights did VA contact you regarding the aircraft change?

 

[adam15]

Sorry for skim reading. My redemption was through velocity but it was VA that called. I assume that the amount i was offered would be the difference between the highest priced economy fare and business which is a bit cough. However i am assured that she will retain access to the lounge as the eticket shows "business award". For me this is a good resolution, especially as it is my wife, and not I, that will be travelling. ☺

 

[dajop]

Thanks.

Days around my travel are all F100s. Not sure I want a credit though. Also given one way, BME to PER J is about $1k and Y about $300, a $360 credit seems rather stingy

There a few threads suggesting the going rate for a downgrade from LAX-SYD on some carriers is in the order of $700 (or at least that's the starting offer..) so $360 would seem reasonable in comparison ...

 

[Daver6]

There a few threads suggesting the going rate for a downgrade from LAX-SYD on some carriers is in the order of $700 (or at least that's the starting offer..) so $360 would seem reasonable in comparison ...

You know what, I'd actually take that per pax if it was offered. Another $720 in my pocket is much more useful than the EY points. However, I don't like my chances of getting it. Might just call EY and see what they offer without make a decision right now.

 

[adam15]

Just out of interest, how far ahead of the flights did VA contact you regarding the aircraft change?

2 weeks out and about 5 days after aircraft substitution. Awardwallet sent me a notification.

 

[Jurahn]

2 weeks out and about 5 days after aircraft substitution. Awardwallet sent me a notification.

Thanks for that, handy to know.

 

[Daver6]

Landed up calling on Friday. I started by saying I just wanted to check something on my booking and gave the record locator. The guy on the phone says oh, your booking is not yet confirmed. I informed him it is and would happily email him the email from EY that said as much. I then queried why I was in Y and not J. He then realises and says he will need to put my on hold. 8 or so minutes later he explains the aircraft change and that I'm now in Y.

I was pretty chilled about it and just enquired as to my options and compensation. Again back on hold for a bit. He tells me that its the weekend in UAE and that he will send an email and someone will call me on Sunday (today). He can't tell me what the compensation is. However, I can cancel the booking for a full refund.

It is Sunday today and so far no phone call. Suspect this is going to be like me one and only other interaction with EY and be extremely painful. I suppose if I don't hear back today I'll have to follow up on Monday.

 

[Daver6]

Well that was a waste of another 25 minutes today. Called EY and on hold while they check the status. Another email sent off to whatever department and I'm told they will get back to me. However, if I don't hear back in 48 hours to call again. This is calling the F/J booking line.

 

[Freq Flier 2013]

Well that was a waste of another 25 minutes today. Called EY and on hold while they check the status. Another email sent off to whatever department and I'm told they will get back to me. However, if I don't hear back in 48 hours to call again. This is calling the F/J booking line.

Any news from EY?

 

[Daver6]

Any news from EY?

Of course not. 48 hours passed so called yet again this morning. This time I'm told a different story. They've emailed VA about compensation and are waiting to hear back. I express my frustration at the lack of communication and constant changing of story.

I'm informed that if I email [email protected] it will be done much more quickly (told 48 hours). So I did that as well.

Then decided to just call VA and see if there was anything they could do. The lady I spoke to were really helpful. As expected, it is a matter for EY. She was surprised to hear about the email story and told me if they just ring it would be dealt with. She also noted something or other in my booking alerting VA to this.

So if I don't hear about from EY by Monday morning I'll have to follow up again. Probably Twitter this time.

EY are a complete disgrace when it comes to customer service. I've flown their J product once (paid in cold hard cash) and thought it was excellent. However, both this and a previous issue with their customer service team is sufficient to make sure I will never pay them another cent.

 

[Daver6]

Now 96 hours since emailing EY (being told it be dealt with in 48 hours) and nothing.

Let's see if Twitter yields any results.

 

[Daver6]

So got some response on Twitter yesterday. After eventually explaining the situation they basically told me in in a private message to just wait for a response. 24 hours later still nothing so another prod this morning.

Received a call around lunch today. Their compensation offer was just the difference in points. My main concern was these points were about to expire. Was told they would be considered as new, so I accepted. About 30 minutes later I received another call. Looks like VA have added another flight mid-afternoon which has J. Yes please! Actually a more convenient flight time too.

So in the end, I'm happy with the outcome. EY customer service is still atrocious and the only reason I'd consider booking a paid fare with them in future is if I either had no other option or a J/F fare was stupidly cheap.

Once again though, if you need to get something moved along, public shaming seems to be the way to go.