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Aug 14, 2022 | 1:05 pm

#969

pandaperth

Join Date: Mar 2008

Location: used to be PER, now it's nowhere/eveywhere

Programs: QFF NB, AA GLD

Posts: 3,687

From Post#942

Quote:

Originally Posted by pandaperth

Longish story short - I managed to ticket my itinerary using the booking tool (!) and to pay Sri Lankan Airlines for it. So all's well that ends well I guess. I'm also more comfortable than I had expected to be in dealing with SriLankan customer service - I've had a number of interactions with them getting everything set up, competence has been patchy, but those that were competent were very competent

OK, here’s a report on how I went getting Sri Lankan to make changes to my ticket.

Long story short:

Once a manager got involved then everything was completed in under 24hrs. New tickets issued, the USD125 change fee waived and no mention made of increased +++. So all in all, not a bad outcome, but I was getting stressed that it might not be completed in time for my next flight on this coming Monday.

Long story long:

What I wanted:

All I wanted to do was change the date of my next flight.

I knew that the final three flights on the itinerary had carrier-imposed schedule changes (one of which would involve a re-route because CX had stopped flying HKG-CMB; the re-route would have higher +++ than the original routing). But I hadn’t decided what I wanted to do in that regard. All I wanted right now was the date change on the next flight

How it went:

I emailed [email protected] on Friday Aug 7th – never got a response. So last Tuesday I telephoned.

The agent said there would be a USD125 change fee, I disputed that because I was not seeking to change ticketed points, but he was adamant. Also, he said I had to decide on the final three flights otherwise he would not be able to ticket the changed itinerary. I said a new ticket wasn’t needed, just an endorsement of the existing ticket for my date change. But he was adamant, so I thanked him and hung up.

Before calling back I decided what I wanted for the final three flights, this included a voluntary change to ticketed points, so I would for sure be up for the USD125 change fee. The agent noted all the changes I wanted and said she would pass it to the fares team for pricing, and I should expect an email response within 24hrs. After a few hours I checked on srilankan.com, and all the new flights were in there, plus all the old ones, but of course a new ticket had not been issued.

After 24hrs I phoned again. Same story, but with an assurance that she would press the fares team to do the pricing. I made this call at 8:00am Friday Sri Lankan time (and my next flight is on Monday, so not much time for them to do the pricing, tell me how much I had to pay, clear the payment, and issue a new ticket)

Still not done by the end of the (Friday) workday. So I phoned and asked for a manager. Explained the urgency to her, and she undertook to see it through to completion. 12hrs later I received an email with the new ticket numbers, and no mention of the change fee and payment of increased +++

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