CSA rather heavyhanded after (their) mistake
Feb 17, 2010, 11:27 am
#1
Original Poster
Join Date: Feb 2007
Location: Prague, CZ
Programs: CSA OK+ Gold, SPG Lifetime Platinum, Accor Club Platinum
Posts: 286
CSA rather heavyhanded after (their) mistake
Today I tried to make a reservation in L class for a flight AMS-PRG v.v. on the CSA website - and near the end of the process it aborted with the message: "Invalid applet use" on a blank page. I checked my e-mail whether anything had come through, but nothing was there (normally the booking confirmation comes through at the same time you get the booking reference number on the CSA website).
So after a few minutes I checked my mail again, saw that nothing had come through and tried to book again, and I succeeded. Of course then two reservations came through for exactly the same flights for the same person with the same OK+ Platinum number and the same credit card - but with different booking references.
One minute after that I called the CSA Platinum desk - and when I informed them about the error they told me that they could of course cancel either reservation - for only EUR 160 - about half of the ticket costs.
So:
- Their website aborted with an error
- The whole thing happened within 7 to 8 minutes
- I am a Platinum member - currently till 2011, so not one of the guys that didn't qualify for 2010.
Now from the CSA perspective either my story is true (they probably can check the web logs - they can have all my data such as IP address, booking reference number etc - so they can check) or at worst it obviously was an honest mistake.
I probably should have called after the first try to see whether the reservation had come through but the call center lady was absolutely not in the mood to show any leniency. Now I am a very frequent flyer on that route, so I could to change to a suitable later date for free because of the Platinum membership - but I don't think this type of behavior towards their more frequent flyers fits too well in their customer retention program. Oh - and I remained very friendly until and including the end of the conversation with the call center lady - I knew I had a way out.
So after a few minutes I checked my mail again, saw that nothing had come through and tried to book again, and I succeeded. Of course then two reservations came through for exactly the same flights for the same person with the same OK+ Platinum number and the same credit card - but with different booking references.
One minute after that I called the CSA Platinum desk - and when I informed them about the error they told me that they could of course cancel either reservation - for only EUR 160 - about half of the ticket costs.
So:
- Their website aborted with an error
- The whole thing happened within 7 to 8 minutes
- I am a Platinum member - currently till 2011, so not one of the guys that didn't qualify for 2010.
Now from the CSA perspective either my story is true (they probably can check the web logs - they can have all my data such as IP address, booking reference number etc - so they can check) or at worst it obviously was an honest mistake.
I probably should have called after the first try to see whether the reservation had come through but the call center lady was absolutely not in the mood to show any leniency. Now I am a very frequent flyer on that route, so I could to change to a suitable later date for free because of the Platinum membership - but I don't think this type of behavior towards their more frequent flyers fits too well in their customer retention program. Oh - and I remained very friendly until and including the end of the conversation with the call center lady - I knew I had a way out.
Last edited by Kvet01; Feb 17, 2010 at 11:32 am
Feb 18, 2010, 3:12 am
#2
Join Date: Aug 2009
Location: Europe
Programs: QR Gold
Posts: 115
Over the past few weeks I noticed that the CSA online booking system is really messing up, and no wonder something like this happened right now.
I suppose writing them formal complain over snail mail and explaining it there, they should take care of it. Such big issues are most likely not going to be solved over the phone, since you are talking with just an operator and not with someone in charge.
I suppose writing them formal complain over snail mail and explaining it there, they should take care of it. Such big issues are most likely not going to be solved over the phone, since you are talking with just an operator and not with someone in charge.
Feb 18, 2010, 4:30 am
#3
Join Date: Jan 2003
Location: HEL
Programs: *G, used to be with TK but left due to their corruption and political ties
Posts: 4,406
Wow. Any decent travel agency / airline will allow you to cancel a double booking free of charge - especially if you notify them within the same day (which means the ticket can be voided from going to accounting systems).
No reliable at all
Feb 19, 2010, 11:12 am
#5
Join Date: Aug 2005
Location: Prague
Programs: Skywards Gold, FB Silver, BA Silver, AMB PC Plat Amb, CX Gold, Hertz 5*,HH Gold,AClub Plat
Posts: 399
Happened to me last week....but I called up Service Desk immediately....and they told me to wait for 10 minutes, while I hung on as they could see the process going through.....and it did eventually come....so I got good service from them for the same issue...
Feb 23, 2010, 4:26 am
#6
Original Poster
Join Date: Feb 2007
Location: Prague, CZ
Programs: CSA OK+ Gold, SPG Lifetime Platinum, Accor Club Platinum
Posts: 286
Issue was slightly different; I already had both confirmation mails in my Inbox - in your case the reservations were still making their way through the systems. And maybe you already called after the first (potentially) botched reservation attempt - I only after the second one (when I got two confirmations at the same time).
Feb 26, 2010, 7:14 am
#7
Join Date: May 2007
Location: London, Prague, Dubai
Programs: BA Silver, * Alliance Gold, Emirates Gold AMEX Plat'm, Marriott Titan'm, Hilton Diamond
Posts: 1,127
Today I tried to make a reservation in L class for a flight AMS-PRG v.v. on the CSA website - and near the end of the process it aborted with the message: "Invalid applet use" on a blank page. I checked my e-mail whether anything had come through, but nothing was there (normally the booking confirmation comes through at the same time you get the booking reference number on the CSA website).
So after a few minutes I checked my mail again, saw that nothing had come through and tried to book again, and I succeeded. Of course then two reservations came through for exactly the same flights for the same person with the same OK+ Platinum number and the same credit card - but with different booking references.
One minute after that I called the CSA Platinum desk - and when I informed them about the error they told me that they could of course cancel either reservation - for only EUR 160 - about half of the ticket costs.
So:
- Their website aborted with an error
- The whole thing happened within 7 to 8 minutes
- I am a Platinum member - currently till 2011, so not one of the guys that didn't qualify for 2010.
Now from the CSA perspective either my story is true (they probably can check the web logs - they can have all my data such as IP address, booking reference number etc - so they can check) or at worst it obviously was an honest mistake.
I probably should have called after the first try to see whether the reservation had come through but the call center lady was absolutely not in the mood to show any leniency. Now I am a very frequent flyer on that route, so I could to change to a suitable later date for free because of the Platinum membership - but I don't think this type of behavior towards their more frequent flyers fits too well in their customer retention program. Oh - and I remained very friendly until and including the end of the conversation with the call center lady - I knew I had a way out.
So after a few minutes I checked my mail again, saw that nothing had come through and tried to book again, and I succeeded. Of course then two reservations came through for exactly the same flights for the same person with the same OK+ Platinum number and the same credit card - but with different booking references.
One minute after that I called the CSA Platinum desk - and when I informed them about the error they told me that they could of course cancel either reservation - for only EUR 160 - about half of the ticket costs.
So:
- Their website aborted with an error
- The whole thing happened within 7 to 8 minutes
- I am a Platinum member - currently till 2011, so not one of the guys that didn't qualify for 2010.
Now from the CSA perspective either my story is true (they probably can check the web logs - they can have all my data such as IP address, booking reference number etc - so they can check) or at worst it obviously was an honest mistake.
I probably should have called after the first try to see whether the reservation had come through but the call center lady was absolutely not in the mood to show any leniency. Now I am a very frequent flyer on that route, so I could to change to a suitable later date for free because of the Platinum membership - but I don't think this type of behavior towards their more frequent flyers fits too well in their customer retention program. Oh - and I remained very friendly until and including the end of the conversation with the call center lady - I knew I had a way out.
Feb 26, 2010, 8:25 am
#8
Join Date: Dec 2006
Location: Mostly EU & (SE)Asia
Programs: Various shiny cards at hotel chains and airlines
Posts: 1,039
Once actually I had two tickets booked for myself on PRG-ZDN route, on purpose as I wanted to get double miles and extra seat on the bus... sadly I got credit just for 1 seat and they did not give 2nd sandwich either... (it was when they had that 10 000 promo running back in 2006 I guess)