Award availability discrepancy between CX website and hotline
Dec 5, 2007 | 5:54 am
#1
Original Poster
Join Date: Dec 2007
Location: HKG
Programs: CX Gold, Marriott Bonvoy Plat
Posts: 422
Award availability discrepancy between CX website and hotline
Hi everyone, first post here.
I've encountered some problems with changing upgrade award tickets. Wonder if anyone have similar experience.
I bought a V class ticket for LHR-HKG (which is changeable with a fee) back in October for next April and got it upgraded by Asiamiles before the new upgrade rules came into effect. Now I have to change the travel date for some reasons. So I first checked CX website and saw that an upgrade award is available on the new intended date of travel.
I then called MPO to see what I should do given that the revenue reservation has already been cancelled. The lady said I've to change the revenue ticket first before changing the upgrade award date. No problem for me. But before I do that I want to confirm if the upgrade award on the new date will be there for me. Well, she said it's not available on the system! I told her it is on the website as I was sitting next to my computer, and that I confirmed I was looking at upgrade not redemption. She agreed to check the website herself, but then she insisted it's not available on the web as well! Is she lying or there is a problem on the award booking engine which allows bookings when they should have been unavailable?
Actually this is not the first time that such thing happen to me. The discrepancy for award availability between CX website and the hotline is annoying, given that the award booking (redemption / upgrade) travel dates can only be changed thru the hotline. Wonder if anyone has similar experience?
I've encountered some problems with changing upgrade award tickets. Wonder if anyone have similar experience.
I bought a V class ticket for LHR-HKG (which is changeable with a fee) back in October for next April and got it upgraded by Asiamiles before the new upgrade rules came into effect. Now I have to change the travel date for some reasons. So I first checked CX website and saw that an upgrade award is available on the new intended date of travel.
I then called MPO to see what I should do given that the revenue reservation has already been cancelled. The lady said I've to change the revenue ticket first before changing the upgrade award date. No problem for me. But before I do that I want to confirm if the upgrade award on the new date will be there for me. Well, she said it's not available on the system! I told her it is on the website as I was sitting next to my computer, and that I confirmed I was looking at upgrade not redemption. She agreed to check the website herself, but then she insisted it's not available on the web as well! Is she lying or there is a problem on the award booking engine which allows bookings when they should have been unavailable?
Actually this is not the first time that such thing happen to me. The discrepancy for award availability between CX website and the hotline is annoying, given that the award booking (redemption / upgrade) travel dates can only be changed thru the hotline. Wonder if anyone has similar experience?
CX website is simply incorrect. Nothing new.
Dec 5, 2007 | 6:20 am
#3
Original Poster
Join Date: Dec 2007
Location: HKG
Programs: CX Gold, Marriott Bonvoy Plat
Posts: 422
Thanks. The false hope CX website gave me is frustrating. 
But I assume one could probably proceed his award booking through the 'incorrect' system on the website and get the award issued? In my case I could at least go to the page where I could choose seats on the 'available' flight.
This is not good for someone who is waiting for his issued booking to be changed.
But I assume one could probably proceed his award booking through the 'incorrect' system on the website and get the award issued? In my case I could at least go to the page where I could choose seats on the 'available' flight.
This is not good for someone who is waiting for his issued booking to be changed.
Dec 5, 2007 | 6:38 am
#4
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,810