What happens when agent changes product sub class to in-eligible class!!

[ap_spd]

Hi team,

I am velocity Gold member and membership number is xx_XX. I flew with SQ from SYD-AMD on 2nd of July and from AMD -SYD on 9 July with my wife.


The travel agent issued me an itinerary which mentioned Premium Economy and then sent me holding ticket which mentioned the booking class as Economy and the booking sub class as E, a valid sub class for Points and SC earn. However, to my dismay, the final ticket sent to me was for Economy with sub class N, a class not eligible for points and SC earn as this is a "discount economy".


I wanted to check with you if there is any way possible that I can get to claim my points and SC earn since this amounts to a case of fraud done by the agent. I did try and speak with the agents but they have since then informed me that the agent is free to change the booking sub class even after the customer has given acceptance to the ticket itinerary as the airlines does allow for this.


I am happy to forward my correspondence that I have had had with the Travel Agent to you via a separate email, including the itinerary where the travel class is mentioned as Premium Economy.

thanks.. ap_spd

 

[notzac]

A couple things...

• Did you mean EMD (Emerald) rather than AMD (Ahmedabad)?
• This looks like something that was intended to go direct to Virgin as an e-mail. If you want a direct response you should probably send it to them via their website: https://www.virginaustralia.com/au/en/help/contact-us/

Last, having read the message you may be out of luck: any claim that you might have would be against the agent, not the airline.

 

[anat0l]

Re: How to handle agent who has changed booking sub class...

Odd that your itinerary mentions "Premium Economy" as SQ doesn't have such a class of service.

If you have any records which show the booking class, you should ask for an explanation why the booking class was changed. You can also try calling Velocity and requesting credit for your original (first issued) ticket, explaining the situation (and if need be, be ready to email or fax them the original ticket).

If the ticket with E class was originally just a hold, rather than a booked ticket, then you may be out of luck.

If you're that annoyed, I would also recommend finding another TA for next time.

 

[ap_spd]

Hi,

No this was Ahmedabad, AMD I have sent the email to Virgin as well, however, I wanted to check with the community as to what happens in such cases...

 

[ap_spd]

Re: How to handle agent who has changed booking sub class...

E was a hold ticket, but the fact is that I did speak with the agent prior to making the booking as I was looking at making sure that i get all the points and SC since the tickets were expensive 2K as opposed to 1K normally. The itinerary was clearly marked as premium economy which I was asked to confirm before the agent issued the tickets (they have since come back and said it is a mistake).

I do not wish to lose the points and SC especially after I spent a long time confirming with them the class of travel and also the itinerary. will be surely changing the TA but for now checking what options I have available.

 

[williamsf1]

Re: How to handle agent who has changed booking sub class...

Unsure what this has to do with Velocity ( other than the fact you happen to be Gold). I would be taking it up with the travel agent and chasing some sort of compensation from them.

 

[ap_spd]

Re: How to handle agent who has changed booking sub class...

I agree, the only relation to Velocity is that I was looking for velocity points
Have asked the agent who says we will not compensate as you flew on the date and on the flight we had mentioned. Who cares what sub-class.

 

[williamsf1]

Re: How to handle agent who has changed booking sub class...

I agree, the only relation to Velocity is that I was looking for velocity points
Have asked the agent who says we will not compensate as you flew on the date and on the flight we had mentioned. Who cares what sub-class.

may be name and shame the agency involved ...... however I think most here could have a educated guess what one it was ....
Did you raise this as soon as you received your tickets ? how longe before departure was it ? Did the price quote change ? ie E class is a higher ( more expensive) fare than N class ....

 

[ap_spd]

Re: How to handle agent who has changed booking sub class...

booked tickets at 9 at night, which was based on itinerary and the holding ticket, managed to get the ticket at around midnight, and traveled next morning. called up early morning when I read the ticket clearly....
agent is Mann Travels, melbourne based...

whats funny is the fact that the itinerary said PE, i thought maybe it might be used for full fare economy.

No quote change, I think quote was for higher cost ticket and then I was issued lower cost ticket after 3 hours..