Zuji Singapore system down for two days now

[StarG]

Have been calling them since yesterday morning to change a ticketed booking I made online.
Their system has been down since yesterday morning and they are unable to do anything.
It is now almost two full working days at the current state.

It is frustrating because the airline (CX) told me there was availability on the flight I wanted yesterday and now it is gone!

I would have thought they have some backup system (IT or otherwise) in case such a problem occur.

[milehighj]

Sorry to hear that.

You mean to say that a booking on CX via the Zuji system can only be changed by Zuji, and not directly by CX? Is that specific to CX, or does it apply to other carriers, e.g. SQ?

[StarG]

Yes, CX rule is that if ticket is completely unused, we need to go back to the issuing travel agent. After travel has commenced, I can make a change directly with CX/Marco Polo hotline.

Zuji charges SGD 25 per booking change (on top of the airline's own change charge) for all tickets AFAIK.

[jhm]

I think the situation is that CX can change it but won't change it. It probably depends on the carrier.

For example, BA will refuse to touch a TA booked ticket until they take control of the ticket shortly before departure. This means that you have to go through your TA to pay to upgrade a ticket (which may not be possible for those booked through a corporate TA) and can only do it with BA on the day of departure at the airport.

[kluau88]

Similar situation with UA and tickets issued by a travel agent. They won't touch it until after you have taken the first segment.

[HUGE AL]

Sorry to hear that StarG. That totally sucks about CX (and BA).

Similar situation with UA and tickets issued by a travel agent. They won't touch it until after you have taken the first segment.

From extensive personal experience, this is not the case with UA in the USA.

[StarG]

Just to update, today I was told that the system is back up only for some bookings.
They were able to retrieve my booking. As luck would have it, the seat I wanted is no longer available.

A warning to potential zuji customers: zuji system does not allow waitlists (even though you are on a flexible ticket).
I don't think I saw that restriction anywhere during the booking process.

Their F and J fares can be very attractive, but be prepared to deal with LCC service in case you need to make changes to your travel plans.

[milehighj]

Once again, sorry to hear of your problems StarG.

But seems the real issue the "rule" by CX that doesn't permit direct changes. Is it a policy rule, or something driven by technological issue on the booking system?

If I had paid for a ticket with CX (esp. one in F or C), I would be taking it up with them, especially if illogical restrictions like these were impeding your right to make changes and/or waitlist...

[StarG]

More update:

Zuji agent was finally able to put me on the waitlist, saying they are speaking to the airline directly.

Funnily enough, after getting off the phone with zuji, I checked my booking on CX website. The flight is now confirmed. but

milehighj, CX agents (CX CGK, CX MPO) were quite sympathetic and tried to help - they even sent telex to CX SIN to check if they may touch the booking due to zuji having technical problems - but seems like it is CX rule not to allow that.

Anyway... I am glad things worked out in the end.

[milehighj]

Glad to hear.

[jhm]

But seems the real issue the "rule" by CX that doesn't permit direct changes. Is it a policy rule, or something driven by technological issue on the booking system?

If I had paid for a ticket with CX (esp. one in F or C), I would be taking it up with them, especially if illogical restrictions like these were impeding your right to make changes and/or waitlist...

It's not illogical in the sense that it prevents you circumventing any restrictions/fees which you agreed to when buying the ticket through the TA (in this case, the SGD 25 Zuji change fee). CX have no idea what these are and must therefore refer you back to your TA.

Is the position different with SQ ?

[TerryK]

.......they even sent telex to CX SIN to check if they may touch the booking due to zuji having technical problems - but seems like it is CX rule not to allow that........

That's universal amongst all airlines. No airlines will change your booking before departure, except if you had booked directly to begin with.