Nok playing silly buggers with oversesa credit cards again

Post by **wokkawombat** » October 4, 2006, 6:23 pm

I have been trying to book a flight with Nok, BKK to Udon on 15th Oct. They will not accept International credit cards at this time because of fraud.

They suggested I send by email the data sheet of my passport, the face sheet of my credit card, the CVV number on the back of credit card and my contact details and they will make the booking.

It seems they are worried about fraud against them but are quite happy for me to send my details by Email and take the risk. I have asked them several times when there new security will be in place as I have to fly on the 15th and the only response is "soon".

Unfortunately Air Asia are too early or too late in the day.

John

Post by **arjay** » October 4, 2006, 6:57 pm

I had the same problem with them in early-mid August. This is the reply I received when I complained to them.

Dear Valued customer,

We would like to apologize at this moment in time in not being able to
process your international credit cards. Currently we are in the process
of rectifying the credit card fraud system to be more effective.
Therefore, we can presently process only the domestic Thailand issued
VISA/MASTER cards on our system.

The new system being process is a new system that can protect you and
us. Credit card frauds are on the increase, and many legitimate
customers of ours (who had their credit cards stolen) are now using the
cards to purchase tickets. Even with the world class booking system such
as ours, there are still many cases of such activities being recognized.
That is the reason why our new anti-fraud system will be in place soon.
Mean while, we would like to apologize to you if there's any
inconvenience on your part in trying to book our flights. Once our new
system is place, international credit cards booking can resume as
normal. Again, we would like to apologize for this inconvenience.

How to continue from here?

For Thai domestic customers; please call to call center at 1318 or 662
9009955 which is available for all oversea calls(operating hours :8.00am
- 5.00pm) Our staff would assist you with other payment alternatives
such as 7-11(Counter Service Plus) or at ATM belonging to Siam
Commercial banks, Krungthai Bank. From there you will receive a booking
code once the transactions at any of the outlets have been completed.
That's all you need to get before taking your flight.

For Over seas customers

For over seas customers who continue to wish to make a booking with us,
please kindly submit the following documents to our Customer Interaction
Center staff via Tel.662 627 2622 fax no.662-286-9832 or send email to
the address of nokservice@nokair.co.th
With the attachment as following:

1) Copy if the ID card of the credit card holder
2) Copy of the front page of the credit card that you wish to order
Nok Flights
3) CVV number (the last 3 digits on the back of the credit card.
4) Name/ contact number / email address.

Once all the documents are completed our staff will complete your
reservation and payment.

Once again, we would like to apologize for any inconvenience. Please do
not hesitate to contact us via the above email address or telephone
number if there are any questions pertaining to the reserving your seats
on Nok air.

Sincerely Yours

Nok Air management.

Post by **nobler98** » October 4, 2006, 7:25 pm

Same problem her

talked to Customer Services twice

ended up frustrated and got the wifes sister in Bangkok to ring and book and then go to 711 and pay for them

no problem except she spelt wifes name wrong on booking and had to ring and change it

its a pain in the arse using domestic cards only

Post by **AznBigG** » October 4, 2006, 7:41 pm

wokkawombat wrote:I have been trying to book a flight with Nok, BKK to Udon on 15th Oct. They will not accept International credit cards at this time because of fraud.

I also had a problem with their online int'l cc processing ... twice. After going through the reservation process, once I entered my cc info, the system returned the "unable to process due international cc" message.

When I contacted their service center, they suggested I purchase my ticket from any 7-11. Instead, I just headed out to the airport and bought my ticket from the counter. No lines, and finished in 3 minutes.

Personally, I don't trust a fax machine with confidential info.

valentine · Post by **valentine** » October 4, 2006, 7:48 pm

A double whammy for me. I tried to book on line and had my credit card refused, so I went to the airport to book only to be told the prices I had seen were for online booking only.Needless to say Air Asia got the business.

Post by **john2005** » October 4, 2006, 8:41 pm

Just pop down to 7-11.

Post by **Paul** » October 4, 2006, 9:55 pm

Me too - and even I explained I had used the card many times before with Nok Air - this time they were having none of it. Again even they would not take it over the phone. I even tried my Bkk Bank Visa card - but she told me that it was for 'electronic use only'
I became a 'little' frustrated !
She suggested I pop to the airport and book my ticket - however I informed her that I am currently nowhere near an aiport - which is why I want to book online or on the telephone !

She suggested faxing my c.card copy and passport through and then I could book on the phone - to which I replied "isn't that defeating the object somewhat " ? and who nowadays uses fax anyway !

The phrase we will accept credit cards SOON is wearing thin. How soon is soon ???

Its the same as the bloody fuel surcharge which after the second increase is now 400 baht each way - but they tell us they will not hesitate to remove it as soon as possible.

Someone should inform them that the prices of oil - even at the petrol stations has dropped.

Same as always - quick to apply the charge and very slow to drop it.

Eventually I opted for the only option of paying at 7-11. Not that easy for foreigners trying to make them understand what we want - then discovering only certain stores are able to process it. Took me three to find one that would !

No wonder I choose to go on the bus !!!!!!

Post by **Sugarfree** » October 5, 2006, 7:15 am

I had the same problem with Nokair. Sent them an e-mail which they never responded to. Called them on their "international" number and got the response: Press 2 for English. I pressed 2 and they kept talking in Thai! So I hung up.

I decided to buy the ticket from Nokair at the Bangkok airport to Udon Thani. The prize was the same as on the internet or only few baths more. On the way back from Udon to Bangkok I used my MasterCard at Air Asia webpage without any trouble. Worked as it should!

Post by **thalenoi** » October 5, 2006, 7:26 am

same for me. My visa issuing bank uses high security: I have a special calculator and need to input variable data to validate bank and credit card transactions. When making online purchases with visa card I get redirected to my banks computer and need to use that machine. Not so with Nok Air. So Thai Air Asia gets my business....

Just booked next year ticket Bangkok-Sillypore with them, cost 5500 baht return for two...promotion lasting until 06/10 but difficult to find days at the lowest rate of 1 baht plus this, plus that...not se lucky on the Udon-bkk part for same days: 4000 baht...

I will wait some other promotion, since the sillypore trip is still 6 months away..

Post by **wokkawombat** » October 5, 2006, 9:18 am

john2005 wrote:Just pop down to 7-11.

Sorry, I neglected to say I am in Australia at the moment.

John

Post by **arjay** » October 5, 2006, 9:33 am

Wokka, the short answer maybe to book Thai Air, on this occasion.

As it's only for the Bangkok - Udon leg. You would also have a higher luggage allowance, be protected against flight delays and having to change your flight - catch a later (or earlier) flight, and get a free snack or meal in flight.

Post by **izzix** » October 5, 2006, 11:10 pm

just call them to book, they send you an SMS with all details ,pop over to 7-11 pay cash with booking number ,then its done. easier than farting around online with a CC.

Post by **izzix** » October 5, 2006, 11:13 pm

if you are not in LOS ,make a phone booking then you just pay at their booth at the airport before you fly .
(thats if you can find their booth ,and if they have moved their booth )

valentine · Post by **valentine** » October 6, 2006, 6:26 am

Maybe my thinking is a bit old fashioned. I still believe the supplier should go out of their way to accomodate me. Not me go out of mine to fit in with them. So I just won't use them.

Post by **BKKSTAN** » October 6, 2006, 8:16 am

I agree with Val!It is hard to find that attitude amongst Thai people!They just don't seem to accept that the customer is the most important person,not the owner/manager

I remember my first visit to Thailand and seeing this as a business opportunity,until I learned that competition,especially by falangs,is not well received in Thailand!
There seems to be an acceptance of the ''lack of service'' concept and the practice of patronizing the businesses of locals by locals as not to cause ''jealousy''!
It is no wonder that when a Thai explodes with anger,there are many homicides.The pent up anger from accepting ,through indocrination from religion and schools,becomes a destructive force when the resentment takes over and they are no longer able to maintain the smile!

Post by **Techland** » October 6, 2006, 9:04 am

IMHO the word 'international' is just a lie. Credit cards never worked for me with NOK, even local ones did not. I took the 7/11 route just once, then used other companies...

Post by **arjay** » October 6, 2006, 9:56 am

Maybe this is Nok's way of focussing on the Thai market, as opposed to farangs??!!

I notice they don't make to easy to book through to a second destination within Thailand. You have to make two separate internet bookings, maybe only to find when booking the second one that there is no availability. You can't then cancel or change the first one.

Post by **wokkawombat** » October 6, 2006, 11:51 am

After emailing a copy of my passport data sheet, credit card and travel and contact details Nok have made a command decision and are allowing me to fly with them.

I ensured they know that the booking is for 2 adults and a 14 month old child as once before they cancelled a flight, transferred us to a Thai flight and Thai wanted me to pay for the infant. A wokka wobbly back at the Nok counter that time ensured the production of an infants boarding pass.

Next objective, Su wan na pum airport.

John

Post by **arjay** » October 6, 2006, 12:07 pm

I thought you might be interested to see a copy of an email I sent to them recently. (I have removed my name from the copy pasted here):-

The Customer Services Manager,
Dear Sir,

I felt I should write to you further regarding the situation regarding Nok's ability to accept and process International Credit Cards.

I am a Moderator on a local Udon Thani based Internet Forum, which is widely used by farangs throughout Issan and indeed Thailand, as well as those living overseas.

I feel I must advise you that the subject of Nok's inability to accept and process Inernational credit card payments is a constant source of complaint and conversation on our Forum. It is very clear that Nok loses a considerable amount of business because of this, particularly on the Bangkok - Udon Thani route, and most probably on the Bangkok - Phuket route.

Whilst I note that it is possible with certain additional information being faxed to your company I must say that becomes extremely difficult and inconvenient for most potential customers. They don't have a fax machine, or access to one where they live or stay, and are concerned at the security risks of faxing important credit card details around.

So many times I see our members whilst wishing to fly with Nok, instead booking with Air Asia or Thai, who can both accept International credit card payments with no problem, along with I have to say most of the rest of the world!

Come on Nok, get your act together. As an ex Customer Services Manager in the Uk I realise only too well that customers are your life's blood. Without them, you could not exist.

You have been telling us for many months that a new system is coming soon. Well we are all still waiting. When is soon?

The other main complaint is how quickly Nok put into place and increased it's fuel surcharges, with the rider that when fuel costs reduce so will the fuel surcharge.

Well fuel costs have reduced, several times, but no sign of your fuel surcharge being reduced. Come on now, play fair. Your customers are watching.

If you would like to view/access one of the several Internet threads discussing this subject, you may like to check the weblink below:

http://www.udonmap.com/udonthaniforum/v ... 2115#32115

Can a copy of this email please be passed to your CEO.

Thank you,

Yours Sincerely,

xxxxxxxxx

PS. On your flight booking web page, you show "Departure Date" and "Arrival Date". The latter is misleading and should of course read "Return date".

It would also be helpful if we the customers were able to book through to a second destination in one single booking. For example, currently if I want to fly from Udon Thani through to Phuket. I have to make two separate bookings, so I have to book the first leg without knowing the availability on the second leg of the journey.

Regards

xxxxxx

Post by **wokkawombat** » October 6, 2006, 6:18 pm

How recently did you contact Nok and if for some reason they now cancell my booking no doubt you will look after me.

John

Nok playing silly buggers with oversesa credit cards again

Nok playing silly buggers with oversesa credit cards again

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