Duplicate Booking Cancellation
Oct 14, 2022 | 10:22 am
#1
Original Poster
Join Date: Mar 2022
Posts: 60
Duplicate Booking Cancellation
I booked a trip in early Sept using miles. I booked a 2nd trip for the same flight on Sept 26th during a sale. I didnt cancel the first ticket because I figured I could do it later. I have 100k status and it would be a free cancellation,
The original booking had 1 person (myself on it). The 2nd booking had 3 people total, as two others decided to join me.
Fast forward to Wednesday and I call to cancel my award flight (booked early Sept). It wouldnt let me do it online, so I had to call. Talk to customer service and get it cancelled. I asked about the 2nd flight because it wasnt showing up in my account and when I use the confirmation code, it shows the flight and our names, but doesnt show the typical options to change names and whatnot.
Customer service claims that the system detected a duplicate booking and cancelled the 2nd booking and refunding the money. Since its on a credit card that I dont check until its bill payment time, I never noticed the refund. I never got an email or phone call stating that the booking was cancelled. Had I not called about the award flight, I wouldnt have known and would have gotten to the airport without a flight.
Customer service sends me to a supervisor who says that she can rebook it for me since it shows it being cancelled by the system and not by me. She will rebook at the price I paid. Ok perfect... then "click". Phone disconnects. I have called back 4 times and everytime I get to the supervisor level and begin to chat with them, they tell me they cant match the previous price since it was a promotion. Current price is $750 more for the same flights. The phone keeps disconnecting in mid call, so I have to call back and go through the process over and over.
Anyone have any luck getting them to match a promotion price when it was cancelled on their end? Trying to decide if its worth the battle at this point.
The original booking had 1 person (myself on it). The 2nd booking had 3 people total, as two others decided to join me.
Fast forward to Wednesday and I call to cancel my award flight (booked early Sept). It wouldnt let me do it online, so I had to call. Talk to customer service and get it cancelled. I asked about the 2nd flight because it wasnt showing up in my account and when I use the confirmation code, it shows the flight and our names, but doesnt show the typical options to change names and whatnot.
Customer service claims that the system detected a duplicate booking and cancelled the 2nd booking and refunding the money. Since its on a credit card that I dont check until its bill payment time, I never noticed the refund. I never got an email or phone call stating that the booking was cancelled. Had I not called about the award flight, I wouldnt have known and would have gotten to the airport without a flight.
Customer service sends me to a supervisor who says that she can rebook it for me since it shows it being cancelled by the system and not by me. She will rebook at the price I paid. Ok perfect... then "click". Phone disconnects. I have called back 4 times and everytime I get to the supervisor level and begin to chat with them, they tell me they cant match the previous price since it was a promotion. Current price is $750 more for the same flights. The phone keeps disconnecting in mid call, so I have to call back and go through the process over and over.
Anyone have any luck getting them to match a promotion price when it was cancelled on their end? Trying to decide if its worth the battle at this point.
Oct 14, 2022 | 9:19 pm
#2
Join Date: Aug 2015
Posts: 2,091
I booked a trip in early Sept using miles. I booked a 2nd trip for the same flight on Sept 26th during a sale. I didnt cancel the first ticket because I figured I could do it later. I have 100k status and it would be a free cancellation,
The original booking had 1 person (myself on it). The 2nd booking had 3 people total, as two others decided to join me.
Fast forward to Wednesday and I call to cancel my award flight (booked early Sept). It wouldnt let me do it online, so I had to call. Talk to customer service and get it cancelled. I asked about the 2nd flight because it wasnt showing up in my account and when I use the confirmation code, it shows the flight and our names, but doesnt show the typical options to change names and whatnot.
Customer service claims that the system detected a duplicate booking and cancelled the 2nd booking and refunding the money. Since its on a credit card that I dont check until its bill payment time, I never noticed the refund. I never got an email or phone call stating that the booking was cancelled. Had I not called about the award flight, I wouldnt have known and would have gotten to the airport without a flight.
Customer service sends me to a supervisor who says that she can rebook it for me since it shows it being cancelled by the system and not by me. She will rebook at the price I paid. Ok perfect... then "click". Phone disconnects. I have called back 4 times and everytime I get to the supervisor level and begin to chat with them, they tell me they cant match the previous price since it was a promotion. Current price is $750 more for the same flights. The phone keeps disconnecting in mid call, so I have to call back and go through the process over and over.
Anyone have any luck getting them to match a promotion price when it was cancelled on their end? Trying to decide if its worth the battle at this point.
The original booking had 1 person (myself on it). The 2nd booking had 3 people total, as two others decided to join me.
Fast forward to Wednesday and I call to cancel my award flight (booked early Sept). It wouldnt let me do it online, so I had to call. Talk to customer service and get it cancelled. I asked about the 2nd flight because it wasnt showing up in my account and when I use the confirmation code, it shows the flight and our names, but doesnt show the typical options to change names and whatnot.
Customer service claims that the system detected a duplicate booking and cancelled the 2nd booking and refunding the money. Since its on a credit card that I dont check until its bill payment time, I never noticed the refund. I never got an email or phone call stating that the booking was cancelled. Had I not called about the award flight, I wouldnt have known and would have gotten to the airport without a flight.
Customer service sends me to a supervisor who says that she can rebook it for me since it shows it being cancelled by the system and not by me. She will rebook at the price I paid. Ok perfect... then "click". Phone disconnects. I have called back 4 times and everytime I get to the supervisor level and begin to chat with them, they tell me they cant match the previous price since it was a promotion. Current price is $750 more for the same flights. The phone keeps disconnecting in mid call, so I have to call back and go through the process over and over.
Anyone have any luck getting them to match a promotion price when it was cancelled on their end? Trying to decide if its worth the battle at this point.