I shall not bore you with the details but two more IT fails by airlines:
1) Helping a friend of mine with BA Club account. Despite having booked tickets through the site, the flights and credits did not show up. Upon entering the claim the site rejected the eTicket number - that we had read off their own email... Had to go through Web Chat: Took over 30 minutes to be given a link to send copies of the documents as proof. BUT because they went to a central system the agent could not see them and the site says that they will notify within 28 days. That took both of us nearly an hour and sending three BA documents back to BA.
2) The same friend need to book an internal flight in South Africa. Looked at options and decided on the new company Lift. On reaching the payment page she waited 15 minutes for the twirling lights to resolve before cancelling. Used Web Chat to no avail and told to try again. She tried again and the same. She checked her account and had not been billed. So she turned to Safair and, whilst looking up details - received an email from Lift to confirm the booking. She does not know which attempt worked but was only billed once.
How do they do it?