Error with Payment on Completing Award booking

[greenbelt]

I was on the app looking for flights to Asia and came across classic business seats that were very cheap 82000 + $217 per person get to the payment screen and it won't go through got the same error message about 5 times in a row. It cancels out I search again for the same flights and the price has jumped to over 300,000 points.
I've got screen shots and made a complaint how successful do you think I'll be in getting it honoured? Has anyone experienced this error before?

 

[JasonK]

Check in your My Bookings and see if you can see your booking. Sometimes it holds the flights for you (pending payment). It tends to timeout within 24 hours I find though.

 

[greenbelt]

Checked the app under trips and its there as booking status confirmed payment definitely didn't go through credit card has no pending charges so I have no idea what's going on lol

 

[JasonK]

If the change/cancel button is greyed out, it might say "payment is processing" or something along those lines. It might go through eventually, but if it doesn't then best to call them. It's a fairly common issue.

 

[JasonK]

Just adding that this has happened to me a few times. In most cases, the payment will clear within 1-2 days and you'll get the email confirmation with the PDF (which doesn't send until the payment has cleared).

 

[greenbelt]

I think the app is playing up the booking is confirmed on the app but when I log in on the website there's no active bookings. So we'll see I mean the deal was really good it was clearly an error.

 

[TheInsider]

Call the call centre?

 

[CorporateFlyerMEL]

the app will show confirmed flights including un-ticketed, but my bookings on the web only shows ticketed flights (although you can of course access un-ticketed online with the booking ref in MMB, but it will not stick under my bookings until ticketed)

 

[MEL_Traveller]

I think the app is playing up the booking is confirmed on the app but when I log in on the website there's no active bookings. So we'll see I mean the deal was really good it was clearly an error.

no… 82000 is about right for a business class seat one way from Australia to Asia. Cheaper if flying Qantas aircraft.

 

[Cynicor]

So we'll see I mean the deal was really good it was clearly an error

Most definitely not an error. That seems to be a usually classic awards price, unless it was for multiple people?

 

[encryptededdy]

Checked the app under trips and its there as booking status confirmed payment definitely didn't go through credit card has no pending charges so I have no idea what's going on lol

Record that booking reference, then call up and explain online payment failed, and that you'd like to pay for it. They should be able to take payment over the phone.

 

[greenbelt]

I called up they weren't very helpful I think it might have been lost in translation. Anyway I ended up re booking tonight sydney to haneda in October for 2ppl 164000 points & $436 in business payment went through got the email confirmation. Went back to have a look and it shot up to 361000 points ide say that's a glitch for sure.

 

[MEL_Traveller]

I called up they weren't very helpful I think it might have been lost in translation. Anyway I ended up re booking tonight sydney to haneda in October for 2ppl 164000 points & $436 in business payment went through got the email confirmation. Went back to have a look and it shot up to 361000 points ide say that's a glitch for sure.

There is no glitch.

You booked a standard classic reward seat. These are the lowest priced award seats.

The 361,000 is for a completely different award category, the ‘classic reward plus’, which prices a seat, in points, based on the retail price of the airfare.

All that’s happened is that there were two classic award seats available, you took those. Now they’re gone, the new price is 361k, for a different type of ‘award’.