This is no way, AY - things to improve [feedback thread]
Nov 8, 2019, 3:36 am
#1186
Join Date: Jan 2010
Location: Switzerland
Programs: AY Platinum Lumo, LX Senator, SK Life-time Gold, Marriott Titanium, Hilton Diamond
Posts: 282
Nov 19, 2019, 8:56 am
#1191
Original Poster
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,602
I have played with the chat a bit.
IME, I as Lumo have had highest 3 in queue but quickly coming through so I guess they give prio to me in line, while I have played dummy statusless Jorma Lerssinen for fun and seen the queue number grow during waiting.
IME, I as Lumo have had highest 3 in queue but quickly coming through so I guess they give prio to me in line, while I have played dummy statusless Jorma Lerssinen for fun and seen the queue number grow during waiting.
Nov 19, 2019, 10:18 am
#1192
Join Date: Aug 2007
Location: KUO
Programs: HH Diam, AY/AX/KQ/IHG/VISA Plat, SK/Bonvoy/Melia/Strawberry Gold, Radisson Prem, PP Prest
Posts: 2,266
What would Sigmund think of the latent content of your fake identity... Gradually I got to real chat and the chatperson was simply clueless on what happens next monday and what could they do for my reservation. "We will inform our passengers of the changes to happen". I passed on some comments to the IT-department on this latest "development".
Nov 19, 2019, 12:53 pm
#1193
Join Date: Jan 2014
Location: C2
Programs: AY ex-Lumo, TK Elite, BT VIP, ITA Executive
Posts: 1,157
Nov 20, 2019, 7:06 am
#1194
Join Date: Aug 2007
Location: KUO
Programs: HH Diam, AY/AX/KQ/IHG/VISA Plat, SK/Bonvoy/Melia/Strawberry Gold, Radisson Prem, PP Prest
Posts: 2,266
Nov 21, 2019, 4:49 am
#1195
Join Date: Jul 2010
Location: HEL
Programs: AY Platinum (OWE), SK G(*G), BW Diamond
Posts: 810
The pricing calendar seem to be malfunctioning and shows "starting from" prices that actually can not be bought. While trying to demo the effect on a call to CS, pricing interpreted this as high interest -> prices increase even more.
I already sent a message to Customer service as plat line could not do anything for the matter. But has anyone any clue on how quickly RM might cool off if no tickets are actually bought? I don't think it is likely that during 10 minutes (especially during which the prices already went up 3 euros in a call with CS) so many tickets are sold, so likely change is caused purely by interest. But how to confirm it if price calendar does not work and essentially checking ticket prices always creates interest -> cool off (if such exist) is postponed?
I think that from legislation perspective, if one "advertises" tickets for price X, should tickets be able to be purchased in order the "starting from" to be valid at all.
Edit: 10 minutes after, using wifes phone (wifi off) and Finnair App, luckily the price returned to "normal" that was still 36€ higher than in price calendar view. So be aware
I already sent a message to Customer service as plat line could not do anything for the matter. But has anyone any clue on how quickly RM might cool off if no tickets are actually bought? I don't think it is likely that during 10 minutes (especially during which the prices already went up 3 euros in a call with CS) so many tickets are sold, so likely change is caused purely by interest. But how to confirm it if price calendar does not work and essentially checking ticket prices always creates interest -> cool off (if such exist) is postponed?
I think that from legislation perspective, if one "advertises" tickets for price X, should tickets be able to be purchased in order the "starting from" to be valid at all.
Edit: 10 minutes after, using wifes phone (wifi off) and Finnair App, luckily the price returned to "normal" that was still 36€ higher than in price calendar view. So be aware
Voucher proposed as settlement that is quite okay and I'm satisfied. Lessons learned, complain, continue to complain and ultimately get resolution.
Nov 21, 2019, 5:12 am
#1196
Join Date: Jul 2017
Programs: AY Plat Lumo, LX SEN, Marriott Titanium
Posts: 468
Update here. First AY denied any errors, then after responding with a mention of consumer authority's guidelines, after 2 weeks of consideration IT-unit has realized that there indeed was a system error.
Voucher proposed as settlement that is quite okay and I'm satisfied. Lessons learned, complain, continue to complain and ultimately get resolution.
Voucher proposed as settlement that is quite okay and I'm satisfied. Lessons learned, complain, continue to complain and ultimately get resolution.
Nov 21, 2019, 10:42 am
#1197
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,753
Update here. First AY denied any errors, then after responding with a mention of consumer authority's guidelines, after 2 weeks of consideration IT-unit has realized that there indeed was a system error.
Voucher proposed as settlement that is quite okay and I'm satisfied. Lessons learned, complain, continue to complain and ultimately get resolution.
Voucher proposed as settlement that is quite okay and I'm satisfied. Lessons learned, complain, continue to complain and ultimately get resolution.
I understand that they get calls of the "I want to fly to XXX and it's too expensive" type, and also of the "I was looking at tickets to XXX yesterday and now when I am ready to book, the price has doubled" type, and they probably have set answers to these so every Janica knows what to say. But Janica should also understand that in this particular case, it was different and there was actually something that didn't look right. Not just the price, or the change. If you hadn't been so persistent, the error would very likely have remained unnoticed.
Did you get the voucher as a thank you for pointing out their error, or as a compensation for a ticket that you bought at a price that was erroneously too high?
Nov 22, 2019, 1:55 am
#1198
Join Date: Jul 2017
Programs: AY Plat Lumo, LX SEN, Marriott Titanium
Posts: 468
Actually, it looks like the "starting from" price bug still exists. Just now, I tried to look up a ZRH-HEL-SIN flight in J for January. When selecting a departure flight, it displays a price of 1376.95 CHF for outbound. After having selected the return flight, the summary suddenly shows it as 1645.95 CHF. Clicking on the outbound again confirms that the price has gone up by ~250EUR from what was originally displayed.
Nov 22, 2019, 3:31 am
#1199
Join Date: Jul 2010
Location: HEL
Programs: AY Platinum (OWE), SK G(*G), BW Diamond
Posts: 810
Well, they have acknowledged the error, not remedied it.
I would say the voucher was compensation for the price error + little bit extra. I don't what would have been the resolution should I have had booked the tix with "my App" with the 100€+ markup. But the pricing engine is working so likely you are not able to get the tix at "starting from price" because such tickets do not exist.
But would not put my hopes on getting the 250€ difference as compensation either although legally I still think there are valid grounds for that.
I would say the voucher was compensation for the price error + little bit extra. I don't what would have been the resolution should I have had booked the tix with "my App" with the 100€+ markup. But the pricing engine is working so likely you are not able to get the tix at "starting from price" because such tickets do not exist.
But would not put my hopes on getting the 250€ difference as compensation either although legally I still think there are valid grounds for that.
Nov 22, 2019, 8:31 am
#1200
Moderator, Finnair
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,178