Resolution for Flight Change dispute with MH
#1
Original Poster
Join Date: Apr 2012
Posts: 1,726
Resolution for Flight Change dispute with MH
Hi,
I have booked a O class promotion fares with MH last month. O class has a $50 change fees. Today, i called into the service centre to request for a change of flight. I was told that I need to pay the fare difference plus change fee of $50, because the 50 change fees only applies during the promotion sales period, after which i have to pay the full fare to change. Even the CSO acknowledged that it was not stated inside the T&C but there was nothing she could do. After checking with superior, She managed to waive it off and only charge 50.
but then, she told me that even though O class is available on the dates of travel, O class is only for fresh bookings, and i cannot rebook onto O class of any other dates. This is the first time I have heard of this practice, previous experience with QR and CX have no problem, as long as I pay rebooking fee and difference in taxes, if the fare class is available. So instead of paying $50 to change a booking to an available same fare class, I have to pay $250 to change and book into a higher seller class. I find this practice unreasonable and there was no way that this was stated in the T&C. I feel cheated and may i know if I have a case to bring this issue up to the consumer courts. It is only $200 more but I felt cheated with the practices of Malaysia Airlines!
I have booked a O class promotion fares with MH last month. O class has a $50 change fees. Today, i called into the service centre to request for a change of flight. I was told that I need to pay the fare difference plus change fee of $50, because the 50 change fees only applies during the promotion sales period, after which i have to pay the full fare to change. Even the CSO acknowledged that it was not stated inside the T&C but there was nothing she could do. After checking with superior, She managed to waive it off and only charge 50.
but then, she told me that even though O class is available on the dates of travel, O class is only for fresh bookings, and i cannot rebook onto O class of any other dates. This is the first time I have heard of this practice, previous experience with QR and CX have no problem, as long as I pay rebooking fee and difference in taxes, if the fare class is available. So instead of paying $50 to change a booking to an available same fare class, I have to pay $250 to change and book into a higher seller class. I find this practice unreasonable and there was no way that this was stated in the T&C. I feel cheated and may i know if I have a case to bring this issue up to the consumer courts. It is only $200 more but I felt cheated with the practices of Malaysia Airlines!
#2
Join Date: Jun 2007
Programs: SQ AA TK
Posts: 1,438
My understanding of MH system is as such.
During promo period, O class is released. In other words, O class is only available for sale as it is the promo booking class.
When there are no other ongoing promotion, you cannot book in O as it just does not exist.
Now let's say you bought promo tix in window 1. When attempting to change in window 2, another promo was launched. In this case, it might be unfair indeed to be forced to buy up.
During promo period, O class is released. In other words, O class is only available for sale as it is the promo booking class.
When there are no other ongoing promotion, you cannot book in O as it just does not exist.
Now let's say you bought promo tix in window 1. When attempting to change in window 2, another promo was launched. In this case, it might be unfair indeed to be forced to buy up.
#3
Join Date: Sep 2012
Location: Kuching, Malaysia. Perth, Australia.
Programs: MH-Plat OWE, HH-Diamond, SPG-Plat, MR-Plat, IHG-PlatAmb
Posts: 155
My understanding of MH system is as such.
During promo period, O class is released. In other words, O class is only available for sale as it is the promo booking class.
When there are no other ongoing promotion, you cannot book in O as it just does not exist.
Now let's say you bought promo tix in window 1. When attempting to change in window 2, another promo was launched. In this case, it might be unfair indeed to be forced to buy up.
During promo period, O class is released. In other words, O class is only available for sale as it is the promo booking class.
When there are no other ongoing promotion, you cannot book in O as it just does not exist.
Now let's say you bought promo tix in window 1. When attempting to change in window 2, another promo was launched. In this case, it might be unfair indeed to be forced to buy up.
#4
Original Poster
Join Date: Apr 2012
Posts: 1,726
I just find it an unreasonable practice to force a customer to purchase a higher class fare when it is available for booking even with the change penalty. All these were not disclosed and different from other airlines practice. For BA,CX and QR as long as same fare class I available, I could make the same change with only a change fee.
#6
Join Date: Oct 2012
Location: Singapore
Programs: BAEC Gold, Le Club Platinum, Hilton HHonors Gold, M&C Gold, SPG Gold
Posts: 561
The booking system for MH does need a revamp - although the new look website looks and feels new the booking system is far from ideal, especially for understanding fare classes and T's and C's.
#7
Suspended
Join Date: Sep 2014
Location: Brunei
Programs: Enrich Sapphire. Kris Flyer Silver.Le Club Accorhotels,Starwood.
Posts: 2,201
Think part of the problem as far as their massive losses (accidents aside) is the people handling the fares don't quite seem to REALIZE their booking system and fare classes etc are vital to the success of a business model.
#8
Original Poster
Join Date: Apr 2012
Posts: 1,726
I have no issue with the 50 bucks change fee. To me, it's acceptable as it clearly states the charges in the T&C. However, my issue mentioned above was that they claimed to up sell me into a higher fare class when I want to change. To me, that's unacceptable.
I also mentioned that I was able to ticket the same class fare online, O class I print screened my experience and emailed to the ticket centre to prove my point that O class was indeed available. They replied that O class fare is only for new booking only and I cannot rebook into the same class fare even if it is available.
Again, it is with this issue that I am angry at because previous experiences with other carriers is that when the same fare class is available, I would just need to pay the change date fees as stated inside the T&C. However, this is not the case with MH.
Therefore, I see no link between your comments and my description and the issues highlighted. The change fee was in fact stated as I purchased the tickets, just that now, there are so many unreasonable restrictions and charges on top of the change fee
I also mentioned that I was able to ticket the same class fare online, O class I print screened my experience and emailed to the ticket centre to prove my point that O class was indeed available. They replied that O class fare is only for new booking only and I cannot rebook into the same class fare even if it is available.
Again, it is with this issue that I am angry at because previous experiences with other carriers is that when the same fare class is available, I would just need to pay the change date fees as stated inside the T&C. However, this is not the case with MH.
Therefore, I see no link between your comments and my description and the issues highlighted. The change fee was in fact stated as I purchased the tickets, just that now, there are so many unreasonable restrictions and charges on top of the change fee
You're experinces are based on dealing with airlines in your part of the world. In Malaysia:
-Promo fares are only available online (always have been for over a decade)
-Promo fares are just that. You commit to the ticket at a low price and there are penalties if you wish to change the travel date, time of travel or upgrade. You have the option of buying the promo fare (when available online), or MH SMART or MH FLEX. Promo fares are not always displayed unlike SMART or FLEX.
You can view the terms and conditions on the next page AFTER you select either SMART or FLEX at the top of the page which has "fare rules".
My criticism of this would be customers should be able to view the terms and conditions by clicking on SMART or FLEX whilst trying to choose a fare and not AFTER they have clicked on either and get to page 2 because if they don't agree with the fare terms and conditions, they can opt for the other.
But once you get to page 2, you can't click back without some errors sometimes.
I have complained about this to the MH team on facebook but it probably got missed. Then again, the IT team should have realized this ages ago.
You must let customers know the terms and conditions whilst choosing the fares so they understand what they are committing themselves to, etc etc and if they are going to get penalized or not.
However, as I stated, everyone accepts the practice in Malaysia as it's normal (the different fares, penalties, etc).
I also do not agree on the RM100 penalty they charge to make a change to flight times and/or travel dates. They already make money with the new fare so why hammer a penalty for tickets that may not be the most expensive of fares for a flight.
Some very bizzare decision making at MH.
-Promo fares are only available online (always have been for over a decade)
-Promo fares are just that. You commit to the ticket at a low price and there are penalties if you wish to change the travel date, time of travel or upgrade. You have the option of buying the promo fare (when available online), or MH SMART or MH FLEX. Promo fares are not always displayed unlike SMART or FLEX.
You can view the terms and conditions on the next page AFTER you select either SMART or FLEX at the top of the page which has "fare rules".
My criticism of this would be customers should be able to view the terms and conditions by clicking on SMART or FLEX whilst trying to choose a fare and not AFTER they have clicked on either and get to page 2 because if they don't agree with the fare terms and conditions, they can opt for the other.
But once you get to page 2, you can't click back without some errors sometimes.
I have complained about this to the MH team on facebook but it probably got missed. Then again, the IT team should have realized this ages ago.
You must let customers know the terms and conditions whilst choosing the fares so they understand what they are committing themselves to, etc etc and if they are going to get penalized or not.
However, as I stated, everyone accepts the practice in Malaysia as it's normal (the different fares, penalties, etc).
I also do not agree on the RM100 penalty they charge to make a change to flight times and/or travel dates. They already make money with the new fare so why hammer a penalty for tickets that may not be the most expensive of fares for a flight.
Some very bizzare decision making at MH.
#9
Suspended
Join Date: Sep 2014
Location: Brunei
Programs: Enrich Sapphire. Kris Flyer Silver.Le Club Accorhotels,Starwood.
Posts: 2,201
I have no issue with the 50 bucks change fee. To me, it's acceptable as it clearly states the charges in the T&C. However, my issue mentioned above was that they claimed to up sell me into a higher fare class when I want to change. To me, that's unacceptable.
I also mentioned that I was able to ticket the same class fare online, O class I print screened my experience and emailed to the ticket centre to prove my point that O class was indeed available. They replied that O class fare is only for new booking only and I cannot rebook into the same class fare even if it is available.
Again, it is with this issue that I am angry at because previous experiences with other carriers is that when the same fare class is available, I would just need to pay the change date fees as stated inside the T&C. However, this is not the case with MH.
Therefore, I see no link between your comments and my description and the issues highlighted. The change fee was in fact stated as I purchased the tickets, just that now, there are so many unreasonable restrictions and charges on top of the change fee
I also mentioned that I was able to ticket the same class fare online, O class I print screened my experience and emailed to the ticket centre to prove my point that O class was indeed available. They replied that O class fare is only for new booking only and I cannot rebook into the same class fare even if it is available.
Again, it is with this issue that I am angry at because previous experiences with other carriers is that when the same fare class is available, I would just need to pay the change date fees as stated inside the T&C. However, this is not the case with MH.
Therefore, I see no link between your comments and my description and the issues highlighted. The change fee was in fact stated as I purchased the tickets, just that now, there are so many unreasonable restrictions and charges on top of the change fee
I see you're point. Instead of giving you the 0 Fare which was clearly available, they forced you to take the higher fare. That's not right. Air Asia (I think) also do this as well.
The problem is that nobody in Malaysia has brought this issue up with the competitions commitee or domestic and trade. It clearly is unethical to be doing this and should not be happen but because nobody has locally brought it up, and people are sadly ignorant, MAS (and air asia and probably all the other airlines like MAS WINGS, MALINDO AIR, FIREFLY) all get away with it.
#10
Original Poster
Join Date: Apr 2012
Posts: 1,726
Went down to the local office and raised this issue. The surprising thing is that the local office told me the different thing, no upsell can be done and i can rebook into O class if available. however, on that day, the O class has been sold.
I highlighted my issue with the officer and she discussed it with her manager. They forwarded my request to KL HQ and promised to resolve it.
3 hours later, they called and said they cannot over ride the system even from HQ side in KL as the class fare has been sold out, but they can do the upsell for me. They apologised for the mistake and wrong information given by their colleague over the phone. I asked for a waiver of change fee for rebooking into higher fare class and after some discussion on the phone, the manager agreed to do so.
Throughout this communication, the service rendered was very professional and good. Even though I am still upset at that lady and I have to pay more than the change fees, I feel that their service is very efficient, much better than my experience with BA and even QR. Unfortunately, someone had to spoil the experience by giving the wrong information.
I would fly with them again, but perhaps, would go through local reservation office for any changes.
I highlighted my issue with the officer and she discussed it with her manager. They forwarded my request to KL HQ and promised to resolve it.
3 hours later, they called and said they cannot over ride the system even from HQ side in KL as the class fare has been sold out, but they can do the upsell for me. They apologised for the mistake and wrong information given by their colleague over the phone. I asked for a waiver of change fee for rebooking into higher fare class and after some discussion on the phone, the manager agreed to do so.
Throughout this communication, the service rendered was very professional and good. Even though I am still upset at that lady and I have to pay more than the change fees, I feel that their service is very efficient, much better than my experience with BA and even QR. Unfortunately, someone had to spoil the experience by giving the wrong information.
I would fly with them again, but perhaps, would go through local reservation office for any changes.
#11
Suspended
Join Date: Sep 2014
Location: Brunei
Programs: Enrich Sapphire. Kris Flyer Silver.Le Club Accorhotels,Starwood.
Posts: 2,201
Went down to the local office and raised this issue. The surprising thing is that the local office told me the different thing, no upsell can be done and i can rebook into O class if available. however, on that day, the O class has been sold.
I highlighted my issue with the officer and she discussed it with her manager. They forwarded my request to KL HQ and promised to resolve it.
3 hours later, they called and said they cannot over ride the system even from HQ side in KL as the class fare has been sold out, but they can do the upsell for me. They apologised for the mistake and wrong information given by their colleague over the phone. I asked for a waiver of change fee for rebooking into higher fare class and after some discussion on the phone, the manager agreed to do so.
Throughout this communication, the service rendered was very professional and good. Even though I am still upset at that lady and I have to pay more than the change fees, I feel that their service is very efficient, much better than my experience with BA and even QR. Unfortunately, someone had to spoil the experience by giving the wrong information.
I would fly with them again, but perhaps, would go through local reservation office for any changes.
I highlighted my issue with the officer and she discussed it with her manager. They forwarded my request to KL HQ and promised to resolve it.
3 hours later, they called and said they cannot over ride the system even from HQ side in KL as the class fare has been sold out, but they can do the upsell for me. They apologised for the mistake and wrong information given by their colleague over the phone. I asked for a waiver of change fee for rebooking into higher fare class and after some discussion on the phone, the manager agreed to do so.
Throughout this communication, the service rendered was very professional and good. Even though I am still upset at that lady and I have to pay more than the change fees, I feel that their service is very efficient, much better than my experience with BA and even QR. Unfortunately, someone had to spoil the experience by giving the wrong information.
I would fly with them again, but perhaps, would go through local reservation office for any changes.
Glad to hear some common sense did prevail. It does sometimes help to go to the reservations office but glad to hear some good news at least in your case