Originally Posted by
Stripe
To me there are open questions that, if answered, would help with this mystery...
When was the booking cancelled? Was it still active and ticketed when the pax arrived at BKK or had it been cancelled before then? If the latter, then there isn't much the QR staff could do. My money is on it being cancelled before they even got to the airport.
Who cancelled it? Not sure this is answerable, as all parties seem to be pointing fingers at the others.
Why was it cancelled? Did it fail some automated fraud check? Was the ticket issued by Expedia not properly matched to the reservation?
We spoke to BA after the PAX were told the flight was full and BA said there were no issues with the ticket or payment and it was still showing on the BA app. As the PAX were asked for the address registered to the card, this would also suggest that the ticket was still active. The only odd thing is that the check in desk said they didn’t have a ticket as it was a BA ticket and not a Qatar ticket.
It seems that the ticket was cancelled after the check in closed and after Qatar did not receive the requested email from BA.