Pacific Airlines, which was earlier known as Jetstar Pacific, have apologised to passengers who have been affected by the changes in its ticketing system. The inescapable outcome is that the ticket numbers sold exceed that of seats offered on flights, thus, many passengers have got the schedules disrupted.
Accordingly, the company has recently initiated the steps to convert the booking and ticketing system from Navitaire to Saber (USA). Unfortunately, an error popped up during the process, causing the number of open seats to be incompatible with allocated flights.
On July 20th, the ticket numbers sold for the carrier’s flight code BL245 which travelled from Hanoi to Dalat City surpassed the regulated figure, causing overbooking.
“As soon as the abnormal number was discovered, the airlines stopped selling tickets on all flights for the purpose of scrutiny. Simultaneously, the airline coordinated with the codeshare airline to minimize the impact on passengers.”
Pacific Airlines issued the apology under the request of The Civil Aviation Authority of Vietnam to implement the airline’s inadequate responsibilities as prescribed.
The Civil Aviation Authority of Vietnam requested Pacific Airlines to draw on the experience and take appropriate disciplinary action against individuals involved in the incident. At the same time, the airlines also has to scrutinize the ticketing system and the process of checking information for passengers. Therefore, any cases like this should be avoided and Pacific Airlines are responsible for publicly apologizing and compensating for affected passengers.
According to Pacific Airlines, the affected passengers will be transferred to another flight by the airlines, which is still in compliance with the regulations of the authorities.
Besides, the airline also considers plans to increase flights. However, the airlines are currently in the process of adjusting the flight schedule as operating limits are being reduced to fix the runway. Therefore, the work of customer service and flight replacement might not be in line with expectations.
