Sri Lankan sale - 5 days only from 16 Jan

[Austman]

if the flight is full and they need to review the flight they will cancel one of your bookings anyway. you should probably make sure they cancel the right one!

OK! Thanks for the advice.

But won't they think it's 2 different passengers? After all, the names are different. That's the problem!

 

[MEL_Traveller]

OK! Thanks for the advice.

But won't they think it's 2 different passengers? After all, the names are different. That's the problem!

they'll likely work it out especially if they've made a note from one of your earlier calls. I'd just keep an eye on it if the flight looks like it's getting full.

 

[defurax]

they'll likely work it out especially if they've made a note from one of your earlier calls. I'd just keep an eye on it if the flight looks like it's getting full.

You can be sure that when you cancel they will triple or quadruple check to make sure. I had to call them last weekend because they cancelled the 1:30PM LHR departure and I wanted to be put on the 9:30PM departure the day before. The agent repeated my instructions 5 times, every time asking me to confirm what I wanted her to do. She also asked for my mobile number and called me back 10 minutes later to reconfirm the changes 3 times. Really hard to get it wrong...

 

[JohnK]

Well UL will not actually say that (at least to me). And that's after a few phone calls and emails.

It also means that my Qantas FF number can't be registered because QF reject it each time it is tried.

I wonder if the Credit Card company identifies first and last names to the vendor when payment is made? If so, considering that UL insist that the card holder must be in the travelling party, they could have easily flagged the error when the CC card holder name did not match any of the booked passengers.

You obviously care about the QFF points. You can travel on the ticket you have without any issue.

I'm not worried if I miss some AA miles on an AUD170 airfare. I will try to claim them but if that doesn't work I may try to credit to UL if possible. I still get 30kg luggage and lounge access and I will also bid bare minimum for upgrade to business.

 

[Austman]

You obviously care about the QFF points. You can travel on the ticket you have without any issue.

More the QFF SCs in fact. This is J-class Singapore to Europe, return. It should earn 320 SCs (although the Qantas calculator can't say what SIN-CMB earns. BKK-CMB earns 60 SCs, so SIN-CMB should earn 80).

I'm sure you are right. But UL is very careful not to say that. Twice in separate phone calls they told this to me in no uncertain terms: "We cannot guarantee you will be allowed to fly".

I'm fairly sure that the "fix-up" at check-in time will mean that my FF information is then accepted by Qantas. QF is rejecting it only because of the name swap. This might need repeating at each check-in. Or require some annoying follow ups to get the points and SCs awarded.

So I decided to re-book and get it right.

 

[wandering_fred]

KUL-CMB in the biz cabin does credit 80 SC. SIN-CMB should do likewise

Happy wandering

Fred

 

[defurax]

More the QFF SCs in fact. This is J-class Singapore to Europe, return. It should earn 320 SCs (although the Qantas calculator can't say what SIN-CMB earns. BKK-CMB earns 60 SCs, so SIN-CMB should earn 80).

Yes the QF calculator is "broken" for a lot of flights to/from CMB. I used to select CX from the drop down list to get points and SC for CMB-SIN, but this is also not working. The cynical/FairerTM part of me thinks that QF will halve the SC earn because they now have a codeshare on the route...

 

[Happy Trails]

Yes the QF calculator is "broken" for a lot of flights to/from CMB. I used to select CX from the drop down list to get points and SC for CMB-SIN, but this is also not working. The cynical/FairerTM part of me thinks that QF will halve the SC earn because they now have a codeshare on the route...

CX stopped flying from CMB to SIN late last year, but that doesn't explain why the calculator's not working for other options.

 

[JohnK]

I'm fairly sure that the "fix-up" at check-in time will mean that my FF information is then accepted by Qantas. QF is rejecting it only because of the name swap. This might need repeating at each check-in. Or require some annoying follow ups to get the points and SCs awarded.

Makes sense you want the SCs if it's that significant.

I'm expecting they won't credit for me and I will have to fight for them but not that fussed as only a small amount.

 

[Austman]

I've re-booked - to get my name right. And now my QFF number resisters! I just haven't cancelled the "faulty" booking yet. And there's no need to as far as I can tell until departure. And if between now and the departure date there is a schedule change, the cancellation fee is waived. So I can't see how this situation helps UL either. They have a potential loss of sale of those J-class seats and may have to refund in full anyway. All because they wouldn't fix a name error a few minutes after a booking was made. Oh well...

Well the ticket I want to cancel now shows:

"The following warning(s) occured
A schedule change has occurred on this trip. Please acknowledge it and choose your trip options again (seats, meals,...) (15070)"


So I've now asked for a full refund.

The schedule change is only a 5 minute one but rules are rules... (I hope!)

 

[Austman]

Well only today I have got a reply from SriLankan.

Despite my booking now showing when I view it on-line (cut and paste): "There has been a schedule change in your flight itinerary."

They are saying a 5 minute "time change" is not a schedule change.

Seems they only want to stick to pedantic rules (like not swapping a name typing error) when it suits them?

 

[MEL_Traveller]

Well only today I have got a reply from SriLankan.

Despite my booking now showing when I view it on-line (cut and paste): "There has been a schedule change in your flight itinerary."

They are saying a 5 minute "time change" is not a schedule change.

Seems they only want to stick to pedantic rules (like not swapping a name typing error) when it suits them?

that's pretty standard... a time change usually needs to be 'significant' for a free cancellation/change. that will vary depending on the circumstances, but generally unless the 5 mins causes something like missing MCT, you'll have a tough battle.

 

[Austman]

that's pretty standard... a time change usually needs to be 'significant' for a free cancellation/change. that will vary depending on the circumstances, but generally unless the 5 mins causes something like missing MCT, you'll have a tough battle.

Could you point me to where that's stated somewhere? The refund rules just say "fee waived for schedule change" but don't define what a schedule change is. Yet SriLankan's own website is clearly calling it a "schedule change". And who decides what "significant" is? 5 mins might not be much but 15 mins sure could cause a change of plans.

 

[MEL_Traveller]

Could you point me to where that's stated somewhere? The refund rules just say "fee waived for schedule change" but don't define what a schedule change is. Yet SriLankan's own website is clearly calling it a "schedule change". And who decides what "significant" is? 5 mins might not be much but 15 mins sure could cause a change of plans.

'significant' is determined in the ordinary meaning and within the relevant context for your journey. It must have an impact on your proposed plan to travel, and your ability to either undertake the flight, or the flight being useful for the purpose it is intended.

'significant' will therefore vary depending on the circumstances.

 

[JohnK]

Airlines create fine print for their own benefit.

 

[Austman]

Could you point me to where that's stated somewhere? The refund rules just say "fee waived for schedule change" but don't define what a schedule change is. Yet SriLankan's own website is clearly calling it a "schedule change". And who decides what "significant" is? 5 mins might not be much but 15 mins sure could cause a change of plans.

It seems to be here: Schedules, Delays, Cancellation of Flights

Still it's a bit of a flakey definition. If "we make a significant change to the scheduled flight time, which is not acceptable to you ... you will be entitled to a refund"

Significant? I guess 5 mins is never going to be that!

 

[MEL_Traveller]

Airlines create fine print for their own benefit.

if the terms aren't defined, ordinary contract law principles would apply. So it's not necessarily the fault of the airlines on this one

 

[Austman]

It's an interesting airline to deal with via email.

I asked, on 6th March, for a full refund due to the schedule change. I pointed out that there should be no cancellation fee because the fare conditions stated that the fee would be waived if there was a schedule change.

They said "no" on 11th March. And explained why in another email on that day. It needs to be a "significant" schedule change they said and they pointed out the Conditions of Carriage clauses that supported that. They also asked if I'd still like to cancel. I didn't reply.

Today, 14th March, I received another email, directly replying to my email from 6th March:

"Your request has being duly received and is in the refund process. Please kindly note that the respective amount will be credited back to your credit card which was used to purchase the ticket within 14 working days."

Goodness knows what the refund will be!

 

[clifford]

It's an interesting airline to deal with via email.

I asked, on 6th March, for a full refund due to the schedule change. I pointed out that there should be no cancellation fee because the fare conditions stated that the fee would be waived if there was a schedule change.

They said "no" on 11th March. And explained why in another email on that day. It needs to be a "significant" schedule change they said and they pointed out the the Conditions of Carriage clauses that supported that. They also asked if I'd still like to cancel. I didn't reply.

Today, 14th March, I received another email, directly replying to my email from 6th March:

"Your request has being duly received and is in the refund process. Please kindly note that the respective amount will be credited back to your credit card which was used to purchase the ticket within 14 working days."

Goodness knows what it will the refund will be!

Better than British Airways then. They don't reply to emails and they still owe me lots of money for a couple of award tix cancellations. The points have been refunded due to me calling their FF centre in the UK, but the money is going nowhere.

What can I do?

 

[MEL_Traveller]

pfffffftttt!!!!

Email today from Sri Lankan... 'celebrating one year membership of oneworld'

great!!! Just what I needed... a sale! bring it on!!

So I excitedly open the email to learn all about the 'special rewards' (in light of this one year of membership)... and what is it? 25% off worldwide?

Nope....

... our ability to experience the 'rewards' of over 1000 destinations and 600 lounges afforded by Sri Lankan and its Oneworld partners.

Talk about a let down :-|