Velocity asking for more money the day of travel or they’ll cancel my ticket

[justinbrett]

What is unreasonable is demanding immediate purchase of expensive top-up points under the threat of cancellation of the ticket at short notice. That's disgraceful conduct...

And as I’ve just seen on the US DOT website, if they want to claim it as an error, they are liable for losses as a result of cancelling the fare, so waiting 28 days after booking with a human, and cancelling hours before boarding, I would say is not just unreasonable, it’s unlawful.

If they call back today and insist on payment I will pay, but I am sceptical they will call before I board my first flight and after that I won’t be in a position to take their call. By then my bags will be checked through and I’ll hold both boarding passes, so if it cancels after that it just adds to the unseasonableness of the situation. However they might have done something to my ticket which may prevent them checking me in, which I’ll find out at AKL tonight. This will be fun.

 

[VPS]

And as I’ve just seen on the US DOT website, if they want to claim it as an error, they are liable for losses as a result of cancelling the fare, so waiting 28 days after booking with a human, and cancelling hours before boarding, I would say is not just unreasonable, it’s unlawful.

If they call back today and insist on payment I will pay, but I am sceptical they will call before I board my first flight and after that I won’t be in a position to take their call. By then my bags will be checked through and I’ll hold both boarding passes, so if it cancels after that it just adds to the unseasonableness of the situation. However they might have done something to my ticket which may prevent them checking me in, which I’ll find out at AKL tonight. This will be fun.

Good luck

 

[MEL_Traveller]

And as I’ve just seen on the US DOT website, if they want to claim it as an error, they are liable for losses as a result of cancelling the fare, so waiting 28 days after booking with a human, and cancelling hours before boarding, I would say is not just unreasonable, it’s unlawful.

If they call back today and insist on payment I will pay, but I am sceptical they will call before I board my first flight and after that I won’t be in a position to take their call. By then my bags will be checked through and I’ll hold both boarding passes, so if it cancels after that it just adds to the unseasonableness of the situation. However they might have done something to my ticket which may prevent them checking me in, which I’ll find out at AKL tonight. This will be fun.

My fear is that they will cancel the second ticket and not allow you to check-in. If you can checkin and get the boarding pass, you should be good to fly. Unless they cancel it while you’re in the air.

I think you’re right… as the second sector is solely US, the DOT may be interested. But again the problem is getting someone in Australia to be interested. The o/s call centre won’t be. It might have to be a claim after the travel.

 

[Brissy1]

As I'm sure you are aware...US destination, US law applies. I've had VA apply their au rules (regarding cancellation) to a us destination flight; VA eventually processed correct refund but only after a series of emails.
Realistically I think you just have to pay and try and get redress later.

 

[justinbrett]

My fear is that they will cancel the second ticket and not allow you to check-in. If you can checkin and get the boarding pass, you should be good to fly. Unless they cancel it while you’re in the air.

I think you’re right… as the second sector is solely US, the DOT may be interested. But again the problem is getting someone in Australia to be interested. The o/s call centre won’t be. It might have to be a claim after the travel.

I just checked in (HNL-LAS), I have a boarding pass. It opened 5 minutes ago.

I’m getting my bags checked through from AKL so I’ll double check at the airport tonight.

Velocity did tell me they will call me back, they reassured they wouldn’t cancel the flight if I agree to the extra points. The flight is sold out in J and only one seat left in Y. They’ll be up for a lot if I get stranded in HNL.

 

[MELso]

My fear is that they will cancel the second ticket and not allow you to check-in. If you can checkin and get the boarding pass, you should be good to fly. Unless they cancel it while you’re in the air.

I think you’re right… as the second sector is solely US, the DOT may be interested. But again the problem is getting someone in Australia to be interested. The o/s call centre won’t be. It might have to be a claim after the travel.

That's a legitimate fear, but if the correct price has been paid for the second flight (as it seems to have been), there really wouldn't be any legitimate grounds to do so (as the mistake is with a different ticket/contract) and VA would be in a world of pain...

 

[justinbrett]

That's a legitimate fear, but if the correct price has been paid for the second flight (as it seems to have been), there really wouldn't be any legitimate grounds to do so (as the mistake is with a different ticket/contract) and VA would be in a world of pain...

I definitely won’t have problems checking in AKL-HNL, it’s a separate booking. Velocity already confirmed that.

Realistically I can’t see anything happening today, they will probably try to call after I depart AKL and then it will be too late, they really could only cancel the onwards ticket leading me to be denied boarding, they would be up for huge compensation. I think the ship has sailed on the error fare excuse once the pax is checked in and en route. So I assume it’s going to the higher ups now and they’ll see it’s within 24 hours and just let it ride.

 

[MEL_Traveller]

That's a legitimate fear, but if the correct price has been paid for the second flight (as it seems to have been), there really wouldn't be any legitimate grounds to do so (as the mistake is with a different ticket/contract) and VA would be in a world of pain...

The correct fare was paid on the first flight, it’s the second flight that had Y points deducted for J.

I think at the very least the OP will be accommodated in Y.

The problem with compensation is taking the action. In the past Velocity refuses to listen. The only way to get action is via the Brisbane call centre… I got through once in a year of contacting VA.

 

[justinbrett]

The correct fare was paid on the first flight, it’s the second flight that had Y points deducted for J.

I think at the very least the OP will be accommodated in Y.

The problem with compensation is taking the action. In the past Velocity refuses to listen. The only way to get action is via the Brisbane call centre… I got through once in a year of contacting VA.

It’s going to take specific action by VA to bump me, as it stands HA will fly me in J. If there was a problem with the ticket check in would have failed. The IT systems between VA and HA are obviously not linked at all. Y will likely be sold out by the time I get to HNL anyway.

Fortunately for me the ineptitude of the overseas call centre may save me, as I doubt anybody will be able to make a decision in that time frame and it’s a weekend in Australia. It’s already been over 4 hours since she called (she did say she’d call back “later today”).

I will just pay for the points if they do call, and then try to redress it later.

 

[MEL_Traveller]

It’s going to take specific action by VA to bump me, as it stands HA will fly me in J. If there was a problem with the ticket check in would have failed. The IT systems between VA and HA are obviously not linked at all. Y will likely be sold out by the time I get to HNL anyway.

Fortunately for me the ineptitude of the overseas call centre may save me, as I doubt anybody will be able to make a decision in that time frame and it’s a weekend in Australia. It’s already been over 4 hours since she called (she did say she’d call back “later today”).

I will just pay for the points if they do call, and then try to redress it later.

Agree. VA would need to cancel the ticket, which would then flow through to HA.

But fingers crossed you’re right… a saturday and no one around might just see it slip under the radar!

I know Y is full, but standby in the US is pretty common, and you’d probably be #1 on the list.

 

[Muppet501st]

What would’ve happened if your weren’t contactable and just checked in as per normal ?

 

[MEL_Traveller]

What would’ve happened if your weren’t contactable and just checked in as per normal ?

Worst case, cancelled ticket, finding out when trying to board in HNL.

A boarding pass is only valid with a valid coupon (ticket) attached. If the underlying ticket fails, the BP does too.

 

[justinbrett]

Worst case, cancelled ticket, finding out when trying to board in HNL.

A boarding pass is only valid with a valid coupon (ticket) attached. If the underlying ticket fails, the BP does too.

But that opens a can of worms with denied boarding regulations

As above, we’re well outside of error fare protections when talking about cancelling pax sitting in the terminal holding a BP. This flight was booked a month ago.

 

[MEL_Traveller]

But that opens a can of worms with denied boarding regulations

As above, we’re well outside of error fare protections when talking about cancelling pax sitting in the terminal holding a BP. This flight was booked a month ago.

Denied boarding usually requires a valid ticket, or at least a valid reservation. If the ticket is cancelled, no denied boarding.

If we put this in another scenario, say the airline found out a points/miles broker sold a ticket. The airline can cancel, even though the passenger may hold a boarding pass, and the ticket may have legitimately been purchased with real miles. The only contravention being that the miles were sold or bartered.

 

[justinbrett]

Denied boarding usually requires a valid ticket, or at least a valid reservation. If the ticket is cancelled, no denied boarding.

If we put this in another scenario, say the airline found out a points/miles broker sold a ticket. The airline can cancel, even though the passenger may hold a boarding pass, and the ticket may have legitimately been purchased with real miles. The only contravention being that the miles were sold or bartered.

My ticket is valid.

If VA makes it invalid between now and then, they’ve got some explaining to do. This isn’t fraud, this is the airline’s mistake. The error fare protections would not reasonably cover this situation, and if they did, I can get them to cover the rest of my trip as loses.

In any case im not too worried now I have the BP.

 

[MEL_Traveller]

My ticket is valid.

If VA makes it invalid between now and then, they’ve got some explaining to do. This isn’t fraud, this is the airline’s mistake. The error fare protections would not reasonably cover this situation, and if they did, I can get them to cover the rest of my trip as loses.

In any case im not too worried now I have the BP.

That’s right. Your ticket is currently valid. As you said, it would require an action by VA between now and your arrival in HNL.

About the only thing VA can do, if they really won’t let you fly, is cancel the ticket.

Hopefully given the time lapse they’ll let this one through.

 

[justinbrett]

Well I’ve checked in at AKL, bags tagged to LAS and I hold paper boarding passes for both flights.

It took ages and the service desk had to phone Honolulu to “Merge my ticket” but it’s done, there was never a mention of VA or any issue on my part. This may just be normal issues with combining PNRs.

Despite them saying they merged the ticket, the boarding passes still show different e-ticket numbers so I don’t think it’s was a literal merge.

Both HA flights after I land to LAS are completely sold out now.

 

[MEL_Traveller]

Well I’ve checked in at AKL, bags tagged to LAS and I hold paper boarding passes for both flights.

It took ages and the service desk had to phone Honolulu to “Merge my ticket” but it’s done, there was never a mention of VA or any issue on my part. This may just be normal issues with combining PNRs.

Despite them saying they merged the ticket, the boarding passes still show different e-ticket numbers so I don’t think it’s was a literal merge.

Both HA flights after I land to LAS are completely sold out now.

Indeed. You can’t ‘merge’ tickets/PNRs, but you can link them. They’d be liking the second PNR so they can through check bags, issue boarding passes etc.

If VA had taken any action so far it would have come up by now, and given its nighttime now, doubtful they’ll do anything!

Good luck!

 

[justinbrett]

Indeed. You can’t ‘merge’ tickets/PNRs, but you can link them. They’d be liking the second PNR so they can through check bags, issue boarding passes etc.

If VA had taken any action so far it would have come up by now, and given its nighttime now, doubtful they’ll do anything!

Good luck!

For once an incompetent call centre comes in handy!

In any case I’m in too deep with HA now, any further issues they’d be able to call VA ticketing in Brisbane and should get some common sense. But I assume it will all be fine from here.

 

[justinbrett]

Indeed. You can’t ‘merge’ tickets/PNRs

Actually just noticed they’ve merged the two tickets onto a single PNR - and the one they chose is the troublemaker HNL - LAS.