I am at present complaining to Marco Polo about this situation in one of my bookings.
In general, about 30 to 40% of my bookings have the exact same situations (unless it is a one way booking, without wait lists). Sometimes seat assignment works, but entering passport documentation results in the "internal error". When I raise the issue, CX always pretends to be "In shock" and they tell me they will escalate to IT. They never do and it never gets fixed. Sometimes at check-in, it works (entering the passport information).
Also - any checking for upgrade availability with miles at any point results in the same internal error.
This is been going on for months since they switched to the new site and I do not think they have any intention of fixing it.
Originally Posted by
Connecta
Am I the only one getting really frustrated with the CX "Manage Booking" functionality?
"Due to internal system error, you are unable to proceed further. Please close the current browser and try again. Should this problem persist, please contact our Online Services Support."
Not the first time and sent several requests to get it fixed (and don't get a reply). It's a hit and miss. For straightforward online bookings it does not seem to be no problem at all. It appears at least in my latest two cases that if a redemption award is tagged to it, then I have several issues like:
1.) Can't pay online (although button was available)
2.) Can't update passport details
Are there maybe others with similar experience, or is it really only me?
And yes, I have tried many things: two different computers, 4 different browser configurations, various permutations of closing, logging off and logging in again, etc. My incentive was great to try everything possible to not having to call the reservations hotline and wait for long time.
I fully understand that they can't get a much larger number of CSO's to answer calls. Their thinking is right to try pushing customers with simple requests towards the website and do as much as possible there. But then at least I expect it to work properly... I hope someone of CX is reading this
Don't get me wrong: It's a great airline and I really enjoy the service, etc.