Call Centre Puts Wrong Passenger Names

[hibbo]

I had 4 Award flights ticketed through Suva call centre with Cathay and Finnair departing late July 2025. These were the initial flights in an award j booking which maximises out at 318000 points per passenger. Passenger names for my wife and myself were correct.

More direct flights became available, so I cancelled.

On the same phone call as the cancellation, I had replacement j flights ticketed with JAL and Finnair.

Today, three days later, I noticed the passenger names on the new reward etickets are not the same as on the cancelled ticket. Instead of my wife's and my name, both tickets are in my name.

If the flights are lost in the reticketing process, we can be flexible with dates, but there is no availability for j seats to replace them.

Is this the call centre's failure and should Qantas have to redress the situation ?

If so, what should they do ?

Your advice will be gratefully appreciated.

 

[05flyer]

It would be worth contacting the reward ticketing escalations email ([email protected]) in this situation. They should be able to resolve the issue without losing the currently ticketed flights.

 

[offshore171]

Agree with above, try the reward ticketing escalations email. But even if they manage to fix it this time, resist the temptation to make further changes.

If you're got yourself a half decent reward itinerary, don't mess with it. Perfect is the enemy of good.

 

[MEL_Traveller]

It’s not clear whether the OP cancelled the whole initial booking, or just made changes? Just making changes shouldn’t have left room for error in pax names?

 

[hibbo]

It’s not clear whether the OP cancelled the whole initial booking, or just made changes? Just making changes shouldn’t have left room for error in pax names?

Thanks for all replies.

The initial booking was cancelled after new booking was made. All happened during the one phone call.

I escalated it using the suggested email. Had a phone call this arvo and passenger names are now correct.

It is of comfort that escalation can redress the call centre's error.

It is disappointing these errors are still occuring.

 

[ChrisMars]

Thanks for all replies.

The initial booking was cancelled after new booking was made. All happened during the one phone call.

I escalated it using the suggested email. Had a phone call this arvo and passenger names are now correct.

It is of comfort that escalation can redress the call centre's error.

It is disappointing these errors are still occuring.

It s great that the escalation team took actions and fixed it so fast.
This name error is one amongst so many errors Qantas call center routinely does, it just reinforced the idea that we all need to check, double check, triple check everything in a timely manner (or switch to other airline / frequent flyer program).

What is your frequent flyer status? On the rebooking call, do you provide everyone's name, or everyone's frequent flyer number? I tend to do the later, as I hope this help prevents spelling error over the phone, although in your case looks like the agent had a big brain fart to put your full name for two pax.

 

[05flyer]

It is disappointing these errors are still occuring.

100% agree, especially such an obvious error.

For what it's worth, I had a great experience making a semi-complex change to CR booking last week. The operator easily understood what I wanted to do, and was very thorough with checking details (including ensuring the change was properly re-ticketed).

If only every experience could be so easy...

If you're got yourself a half decent reward itinerary, don't mess with it. Perfect is the enemy of good.

...but until then, this seems good advice.