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Morning, I did mention this on another thread, but I thought I would create one of my own.
Yesterday whilst making a BA holiday booking, the BA website collapsed at the final confirmation stage.
“No surprises there”, I thought, so I just checked my booking in MMB, and found a reference with flight and hotel, so I thought to myself “no problems”.
I decided that I wanted to pay rest of the holiday balance, so entered my details, and was met with this message:
“Errors
Sorry, we have been unable to complete your booking as there was a problem confirming an additional product.
We have not taken any payment and the item has been removed from your basket.Additional products can be added later via Manage My Booking.
Please select ‘Continue’ to view your basket and progress with the rest of your booking”
I then noted no 125 number had been issued against the booking.
A few hours later, I received an unsolicited email from BA (as in, I had made no contact made with BA ahead of this), stating that they can see I tried to make a holiday booking, however they are aware of issues facing customers when making bookings, but confirmed all had gone through okay.
So, this morning, I tried again to make a payment to clear the BA holiday balance and received the same error as above, so I called BA Holidays.
After getting through, it transpires that they are aware of cases where people have booked, but the system failed to ticket, however the system somehow booked the hotels corresponding to the holidays.
I now have a 125 number, but that was because the person that emailed me intervened and created one manually.
The advisor also said that I can’t pay because my booking is still showing as ‘pending’…
Summary: if you have made any bookings yesterday, just double check all is in order!
🙂
At least you were able to make a booking. I’ve been trying to book with BAH for 9 days. Online everything runs fine until confirmation page and up comes an error with the hotel element so not booked. The contact centre has been helpful but their booking attempts fail each time. Laura has been great trying different workarounds, each failing. The back office Hotels team don’t know the cause either.
It’s irritating as I’m due to drop from Silver to Bronze next month and the booking would get me back to Silver next year… and if booked whilst still Silver, i’s save at least a couple of hundred pounds on seat selection…
Thankfully I mentioned on the first call, do if and when it’s resolved, if I di get charged for seats due to timing, I can lodge a complaint related to their systems
@Deg5y, would it be possible for them to just cancel without any penalty to you and start again with the transaction? Rather get them to book a duplicate and cancel the original?
The experience you describe with the advisor you are dealing with is very similar to mine. I have found the BA Holidays team excellent. I haven’t had to make a single call to them about this – they have been proactive and they have further emailed with a solution regarding paying the balance as they have outlined there is an issue with the payment systems, so fingers crossed this all works out.
Nothing has completed so there’s no cancellations needed. They had suggested booking a different flight itinerary to get it confirmed, then amend to the correct flights but it’s the hotel element causing the issue. It’s all very strange. Getting another call Saturday, by which time hopefully the Hotels/Contracts team have worked out the problem and a solution
@Deg5y – fingers crossed for Saturday then.
My update: BA contacted me to take the rest of the balance manually, but it is still showing as funds owed to BA, with the deadline for payment looming.
So that bit on the BA website where they say “we will cancel your booking if no further payment received” is still showing, despite them having all of the payment for the holiday.
Oh, joy(!)
It also seems we are not alone in this issue – from FT
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