Error processing payment - Booking using Velocity Points

[infrequent_flyer]

Been trying to book flights via points for the past week and keep getting these errors along the process, tried different browsers, incognito, on the app, partner also having the same issues. Calling up to book over the phone seems to work but when I ask the agent on the phone whether there's a back end issue for the portal they seem to be unaware of anything.

Anyone facing similar issues trying to book via Virgin's portal?

Error #1:


Error #2:

 

[SYD]

I had that issue a few months ago to book an award flight on SQ (intra Asia). Tried multiple times over several weeks without success. Resorted to calling and similarly, they had no idea why it wasn’t working.

Just be careful when calling up and check your details on the eTicket. Despite using my account points to pay for the flight they managed to stuff the spelling of my name! Not sure how that’s even possibly? They also stuffed the other PAX name.

Fortunately I realised on receipt of the ticket and called back. There would have been a very high chance of being denied boarding…

They had to cancel the entire thing and rebook (including taking a second cash payment and processing a refund on the first payment)….

 

[trisreed]

Just be careful when calling up and check your details on the eTicket. Despite using my account points to pay for the flight they managed to stuff the spelling of my name! Not sure how that’s even possibly? They also stuffed the other PAX name.

I had the same thing (error processing payment on SQ award ticket) happen to me a few weeks ago and then had to call the call centre to sort it out. From the fact my booking had no attached FF number (despite this obviously being needed to retrieve the points) and the booking missing the middle name and correct title for both passengers, the names were being entered manually by the operator.

This was confirmed when I tried to spell my partners' name three times; after this, I was able to quote her VFF number and they spelled it correctly. Concerningly, she did not have to provide any authorisation / PIN for them to pull her name from her VFF profile.

Now I am trying to deal with the fact that I had to clear the VFF number from the SQ booking portal after it 'synced' from the VA booking portal. VA won't let me remove it and SQ will only let me put in a KrisFlyer number. I called VA and somehow ended up in Australia and they thought the missing names won't be an issue. I will just have to remember to add the VFF numbers at check in, although being reward J, there are no extra privileges / reason to do so.

 

[Harrison_133]

Out of interest, were you trying to pay with points and cash for the taxes/fees component? Or completely using points?

I booked ANA reward seats for some domestic flights in Japan last year. Initially tried to book an economy reward seat using the points plus cash for the taxes option. Tried a few times and kept getting the same error messages you're getting.

Then tried again using only points to complete the booking and it ticketed straight away.

 

[SYD]

Out of interest, were you trying to pay with points and cash for the taxes/fees component? Or completely using points?

I booked ANA reward seats for some domestic flights in Japan last year. Initially tried to book an economy reward seat using the points plus cash for the taxes option. Tried a few times and kept getting the same error messages you're getting.

Then tried again using only points to complete the booking and it ticketed straight away.

Points + cash for me (and I suspect the others also).

I can’t remember how far it got through the process before coughping itself. So don’t know if it was a CC processing error.

 

[infrequent_flyer]

yeah trying to book an SQ award ticket which is throwing the error, was actually able to book one fine just a week or so ago and when a flight that's later in the itinerary dates wise opened up returned that error, but looks like I'm not the only one

I was able to do it points + cash the first time and couldn't the second time. I have another flight that I might be going through ANA so will see if another carrier will make a difference