Chasing an Invoice / eTicket

[Rourke]

This is both mundane and insane, but it's happening and I can't find a way through Qantas to a resolution. I booked return European flights (QF flight numbers on EK) a couple of months ago. Didn't receive an eTicket but it showed up in my app, and it all worked fine when I flew last month.

I need to claim the ticket cost from my employer, so I lodged a request for the invoice on their website two weeks ago. It took four attempts for the form to respond successfully. Nothing appeared after a few days, so I rang them (SG FF). All the operator could do was fill in the same form on my behalf; they have no visibility over flown bookings. She said to follow up with Customer Care if that didn't work.

Another few days, more attempts. I've used their complaint form twice, which gets an immediate case reference number and assurances that the invoice will be sent within 24 hours. The most recent email told me she had personally just emailed it. Nope. I own the mail server. Nothing in the logs. Nothing in Spam.

They do not respond to email replies to qantas_customer_care(at)qantas. How do I get off the hamster wheel and receive an invoice?

 

[CaptainCurtis]

This is both mundane and insane, but it's happening and I can't find a way through Qantas to a resolution. I booked return European flights (QF flight numbers on EK) a couple of months ago. Didn't receive an eTicket but it showed up in my app, and it all worked fine when I flew last month.

I need to claim the ticket cost from my employer, so I lodged a request for the invoice on their website two weeks ago. It took four attempts for the form to respond successfully. Nothing appeared after a few days, so I rang them (SG FF). All the operator could do was fill in the same form on my behalf; they have no visibility over flown bookings. She said to follow up with Customer Care if that didn't work.

Another few days, more attempts. I've used their complaint form twice, which gets an immediate case reference number and assurances that the invoice will be sent within 24 hours. The most recent email told me she had personally just emailed it. Nope. I own the mail server. Nothing in the logs. Nothing in Spam.

They do not respond to email replies to qantas_customer_care(at)qantas. How do I get off the hamster wheel and receive an invoice?

[email protected]

 

[defurax]

Since there is no GST on international travel, can't you just submit a copy of the itinerary or boarding passes and your credit card statement? Or even a statutory declaration?

 

[Rourke]

Since there is no GST on international travel, can't you just submit a copy of the itinerary or boarding passes and your credit card statement? Or even a statutory declaration?

It may come to a stat dec. The itinerary is no longer visible anywhere. 30% of the payment was made with a (personal) voucher, so I can't just submit the credit card statement.

 

[SYD]

Since there is no GST on international travel, can't you just submit a copy of the itinerary or boarding passes and your credit card statement? Or even a statutory declaration?

Many other OW airlines can pull up a version of the eTicket and cost for printing (RJ.com comes to mind) but since you’ve flown it might be too late for that.

 

[Rourke]

[email protected]

She's gone to Jetstar

 

[CaptainCurtis]

She's gone to Jetstar

Only from November

 

[Hvr]

She's gone to Jetstar

Only from November

Assuming she takes off on time. That would be very unlike JQ.

 

[djkelly69]

I am guessing the Email Itinerary/Resend tax invoice links don't work in Manage My Booking after you have completed the travel?

 

[Rourke]

I am guessing the Email Itinerary/Resend tax invoice links don't work in Manage My Booking after you have completed the travel?

Indeed, I can't access Manage My Booking for that booking reference, since it's completed travel

 

[Ade]

Indeed, I can't access Manage My Booking for that booking reference, since it's completed travel

I think (fairly certain?) the right call centre agent with the right access can see this?

 

[defurax]

30% of the payment was made with a (personal) voucher

In my experience, bookings made with vouchers can have weird IT issues. Sometimes QF agents forget to remove some wording in the PNR and that's what causes issues when they try to send the e-ticket receipt.

 

[RichardMEL]

two thoughts - are you sure your email address was correct in the original PNR?

and I wonder if check my trip might give anything helpful?