TG/KQ MEL-KGL US$1074 Business class return

[SnowGoose]

Dear Huang,
Subject: Important Notice Regarding Your Recent Purchase.
Thank you for your recent Kenya Airways ticket purchase. We value you as a customer and look
forward to seeing you onboard Kenya Airways soon. We regrettably wish to bring to your
attention an unfortunate issue related to your recent ticket purchase from Melbourne, Australia to
Kigali, Rwanda
Due to a technical glitch, a price-related error occurred that led to incorrect pricing display which
affected the Melbourne, Australia to Kigali, Rwanda ticket. After careful consideration, we are
unable to honor the ticket you purchased due to the huge price difference compared to the actual
ticket price.
We would therefore like to extend our unreserved apology for this unfortunate situation as we
understand that this was no error on your end and may cause great inconvenience. To fix the
error, we have canceled all tickets purchased.
And to resolve the situation, we would like to offer you the following two options:
1. To purchase the tickets afresh. We will offer a discount of 10% using the Promo-code
MELKGL10. We would love to see you onboard Kenya Airways and hope you’ll accept
the new offer as our apology.
2. If you do not wish to purchase a new ticket, kindly request for a refund from your
agent (in case you purchased the ticket from a travel agent) or on the Kenya Airways
online portal (in case you purchased the ticket on the Kenya Airways website) and submit
the same. If payment has been accepted by us, refunds will be issued to your original
payment method.
Once again, we apologize for any inconvenience this situation may have caused. We
appreciate your understanding and thank you for your continued support. For any further
questions or concerns, please do not hesitate to reach out by replying to this email for
assistance.
Yours Sincerely,
Mr. Jackson Kamande.
Head of Pricing & Revenue Management

 

[jase05]

Yeah, there was no way that was going to stick and thought as much at the time. Unfortunate for yourself though

 

[aaa99]

Did you book directly on the website or via a travel agent?

 

[SnowGoose]

Booked directly with Kenya Airways. I find the wording of the letter quite odd - why should i reach out to them to request the refund if they are initiating the cancellation?

 

[clifford]

Booked directly with Kenya Airways. I find the wording of the letter quite odd - why should i reach out to them to request the refund if they are initiating the cancellation?

It's an airline...

 

[MEL_Traveller]

Booked directly with Kenya Airways. I find the wording of the letter quite odd - why should i reach out to them to request the refund if they are initiating the cancellation?

Cause you might be tempted to take the 10% offer!

 

[Danger]

Yeah, there was no way that was going to stick and thought as much at the time. Unfortunate for yourself though

Not everyone's has been cancelled. Some members on FlyerTalk have reported flying. Even a member here seems to have snuck through (so far, at least).

Cause you might be tempted to take the 10% offer!

It's still poor form, I think. 'We made a mistake, but you're gonna have to go out of your way to contact us to get your money back'. I seem to remember a recent alleged error fare where the airline gave similar options, but said the refund would be automatically processed if there was no response in a certain number of days.

 

[jase05]

Not everyone's has been cancelled. Some members on FlyerTalk have reported flying. Even a member here seems to have snuck through (so far, at least).

I must say i‘m surprised anyone had their flights honoured but great if they did

 

[MEL_Traveller]

I must say i‘m surprised anyone had their flights honoured but great if they did

With error fares it’s not a bad idea to book and fly immediately. A small number of tickets often fall through the cracks during that intervening period.

It’ll be head office rather than check in that picks up any errors and decides to cancel. So if you can get yourself to the airport before anyone notices, you should be ok.

 

[Leuke]

Dear Huang,
Subject: Important Notice Regarding Your Recent Purchase.
Thank you for your recent Kenya Airways ticket purchase. We value you as a customer and look
forward to seeing you onboard Kenya Airways soon. We regrettably wish to bring to your
attention an unfortunate issue related to your recent ticket purchase from Melbourne, Australia to
Kigali, Rwanda
Due to a technical glitch, a price-related error occurred that led to incorrect pricing display which
affected the Melbourne, Australia to Kigali, Rwanda ticket. After careful consideration, we are
unable to honor the ticket you purchased due to the huge price difference compared to the actual
ticket price.
We would therefore like to extend our unreserved apology for this unfortunate situation as we
understand that this was no error on your end and may cause great inconvenience. To fix the
error, we have canceled all tickets purchased.
And to resolve the situation, we would like to offer you the following two options:
1. To purchase the tickets afresh. We will offer a discount of 10% using the Promo-code
MELKGL10. We would love to see you onboard Kenya Airways and hope you’ll accept
the new offer as our apology.
2. If you do not wish to purchase a new ticket, kindly request for a refund from your
agent (in case you purchased the ticket from a travel agent) or on the Kenya Airways
online portal (in case you purchased the ticket on the Kenya Airways website) and submit
the same. If payment has been accepted by us, refunds will be issued to your original
payment method.
Once again, we apologize for any inconvenience this situation may have caused. We
appreciate your understanding and thank you for your continued support. For any further
questions or concerns, please do not hesitate to reach out by replying to this email for
assistance.
Yours Sincerely,
Mr. Jackson Kamande.
Head of Pricing & Revenue Management

This must be so frustrating for you! When were you flying? We have tickets in a couple of months and they're still live.

 

[SnowGoose]

This must be so frustrating for you! When were you flying? We have tickets in a couple of months and they're still live.

I was to be flying in June. I'm hearing of a few people with tickets that survived the cull, i wonder what happened there?

 

[yangry]

Some posts on Flyertalk suggest that you can check the 'coupon status' of your ticket on Saudia Airlines' website (saudia.com).

Scroll down the page after you put in your booking reference and surname, you should see the option to view e-ticket underneath your name. There should be something called 'coupon status' under each leg of the flights, and it will either say 'Open' or Suspended'.

I suspect that it's pretty much game over if one has been contacted AND if their 'coupon status' is suspended. It would be interesting to see in the case of someone who hasn't been contacted AND if their 'coupon status' is open, whether their flights will be honoured.