Help with reservation!!
Nov 19, 2009 | 11:01 pm
#1
Original Poster
Join Date: Jul 2009
Programs: Continental Plat, SPG Gold, Hyatt Platinum
Posts: 43
Ticket cancelled...need help!!!
I booked a reservation for a trip to Europe (Y there, Z back) yesterday. Today, in the middle of my busy day at work, I decided to try to change the ticket (still in the 24 hour period, so no charge), to see how much it would price at a different return. Unfortunately, the system cancelled (and refunded!!!) my ticket (I didn't ask to cancel, was just trying to change) and now I can't get it back. Can someone help me? I called the Elite desk for help and they told me there is nothing they can do and I need to reprice the entire ticket (which is, of course, much more expensive today)...
Last edited by Continentalworld; Nov 19, 2009 at 11:11 pm
Nov 19, 2009 | 11:32 pm
#2
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,092
Co.com sure has its bugs, but cancelling a reservation usually involves hitting cancel, and then confirming that cancellation. It's very difficult to do accidentally.
I'm not surprised you're not getting much luck getting this reinstated.
I'm not surprised you're not getting much luck getting this reinstated.
Nov 19, 2009 | 11:49 pm
#3
Original Poster
Join Date: Jul 2009
Programs: Continental Plat, SPG Gold, Hyatt Platinum
Posts: 43
I know it's not easy - I tried to cancel another reservation just now to see what I could have done wrong earlier today... There's no way I hit that cancel and refund buttons...too many steps to do accidentally.
Nov 20, 2009 | 2:58 am
#4
A FlyerTalk Posting Legend
Join Date: Apr 2001
Location: PSM
Posts: 69,232
There is a 100% history of every action you take with regard to a reservation (I've seen the version they send to the State Department and it is scary) so if they want to chase it down they probably can. But I doubt you'll find someone who can or will do that.
Why is it so much more expensive today? Is the Z inventory gone?
Why is it so much more expensive today? Is the Z inventory gone?
Nov 20, 2009 | 6:44 am
#5
Original Poster
Join Date: Jul 2009
Programs: Continental Plat, SPG Gold, Hyatt Platinum
Posts: 43
Yes, that's the problem to re-ticket at the same price - Z inventory is not available any more (for the return)...I wouldn't be so upset if this wasn't the case - I would just rebook the ticket and that was it. I know I didn't do it (cancel the ticket), but I'm starting to think I left the reservation open in one of my workplace computers, when I was trying to change the ticket yesterday... but who would do this - cancel a ticket just for fun? We're travelling for a family emergency...Thank you for your help.
Nov 20, 2009 | 7:20 am
#6
Join Date: May 2002
Location: Moreland Hills (CLE)
Programs: Over-entitled UA 1.3MM Gold, AA Gold, Hilton Diamond, Marriott L-T Plat, Hertz PC
Posts: 5,526
Have to tried CO tech support at 800 300-1547.
Punch #3 to get a person.
Punch #3 to get a person.
Nov 20, 2009 | 8:29 am
#7
Original Poster
Join Date: Jul 2009
Programs: Continental Plat, SPG Gold, Hyatt Platinum
Posts: 43
Another great costumer service experience!
Followed your recommendations and was able to reinstate the ticket. The agent was extremely nice and accepted my apologies - I explained that I didn't know how I caused this, but sure didn't want to cancel the ticket.
Thank you very much for all your advice.
Thank you very much for all your advice.
Nov 20, 2009 | 8:31 am
#8
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott, IHG, Hyatt something
Posts: 34,511
Nov 20, 2009 | 8:53 am
#9
Join Date: Jul 2004
Programs: CO Gold; SPG Gold***; AvisFirst;
Posts: 3,970
Overly aggressive Super Dupe Snoop?
Nov 20, 2009 | 9:18 am
#10
Join Date: Dec 2008
Location: PTY
Programs: CO
Posts: 17
I had the same problem yesterday. I tried to pay for a reservation put on hold and the system cancelled the reservation.
I called Customer Service and they said I clicked "Cancel", but I'm 100% sure that I clicked "Purchase". Customer Service said that it was impossible to reinstate the reservation. They transferred me to Continental.com support and a extremely nice lady reinstated my reservation.
I called Customer Service and they said I clicked "Cancel", but I'm 100% sure that I clicked "Purchase". Customer Service said that it was impossible to reinstate the reservation. They transferred me to Continental.com support and a extremely nice lady reinstated my reservation.
Nov 20, 2009 | 9:50 am
#11
Original Poster
Join Date: Jul 2009
Programs: Continental Plat, SPG Gold, Hyatt Platinum
Posts: 43
Did they charge you 20 dollars to reinstate? They charged me a booking service fee...I didn't have one in the original reservation...
Nov 20, 2009 | 11:09 am
#12
Join Date: Dec 2008
Location: PTY
Programs: CO
Posts: 17
The lady from Continental.com mentioned a $20 booking fee. I told her I was silver elite and she said that the ticketing office might waive that fee if I paid there. The agent in Continental ticketing office only charged me the ticket and never mentioned any other fee. In fact, I was charged less than the original price because the price decreased.