Classic rewards booking not issued

[stopthecap]

This happens close to 50% of the time where i find a booking online and complete my booking with points + credit card being charged and the PNR not being visible in my bookings. I then have to call up multiple times until someone who has an idea realises the credit card was charged but they need to retake the CC details to trigger the E ticket. I am now on #3 call and each one more clueless than the one before.

Has anyone experienced this?

 

[TheDefenestrator]

I've normally used the older-looking Multi City tool with "Classic Flight Rewards only" selected, haven't run into this issue yet thankfully.

But I did run into something similar when booking via the main Qantas front page for a combined cash + Classic Reward return ticket, with the outbound leg on cash (Economy Saver), and the return leg on a Classic Reward seat (Premium Economy).
Card charged and points deducted, and PNR did appear at the end of the process, but it's been a little while since that booking so I don't recall if the booking immediately appeared on the QFF My Bookings page. No email/e-ticket received for more than a day as well.

After waiting a day, I contacted the QF social media team via Facebook Messenger and got it sorted out that way. They're pretty decent but can be slow to respond.

 

[SYD]

This happens close to 50% of the time where i find a booking online and complete my booking with points + credit card being charged and the PNR not being visible in my bookings. I then have to call up multiple times until someone who has an idea realises the credit card was charged but they need to retake the CC details to trigger the E ticket. I am now on #3 call and each one more clueless than the one before.

Has anyone experienced this?

Are these international flights?

You must enter the minimum APIS (ie DOB) for the eTicket to issue straight away.

Why the website doesn’t prompt you to do it during the booking process is mystery…?

 

[stopthecap]

This is a J Reward from BKK - SYD via HKG. Cathay then QF.
The first time this happened the lady was able to fix this up by inputting my credit card again (already charged). Now i have gone through 4 call centre agents all saying complete different things.
1) The credit card number is missing, it will be issued in a few minutes
2) Your points were deducted, it will be issued in a few minutes
3) You have to wait for FF team to deduct the points manually (But they are closed today and tomorrow and i fly the day after)
4) This should work i have taken it out of the manual queue.

@SYD I updated my APIS now thanks. I dont know why it doesnt auto add for me seeing its my account. Still no eticket and flying in 48 hours

 

[SYD]

@SYD I updated my APIS now thanks. I dont know why it doesnt auto add for me seeing its my account. Still no eticket and flying in 48 hours

It doesn’t auto populate for anyone. But it used to ask you to enter DOB - why they stopped that - who knows…

Yet, you go into APIS and there’s a banner saying you must enter it to get an eTicket issued. I have no doubt that a lot of ticketing issues over the last year or two are due to this double entry shortcoming.

 

[stopthecap]

It doesn’t auto populate for anyone. But it used to ask you to enter DOB - why they stopped that - who knows…

Yet, you go into APIS and there’s a banner saying you must enter it to get an eTicket issued. I have no doubt that a lot of ticketing issues over the last year or two are due to this double entry shortcoming.

Unfortunately im stuck at "Your booking is processing". The 5th call told me its sent to the back office ticketing team marked as urgent. I have reached out on twitter too

 

[stopthecap]

Call #6 - I have figured out if you push for refund credits option you will divert to the Fiji call centre to give me more chance of success. He told me that there are a few things that need to be updated and it will "Process Now". Fingers crossed.

No update on twitter yet

 

[p--and--t]

Never had the problem on a QF booking as described. The vast majority of my bookings are classic awards via the multi-city tool.

If it's international, my QF experience is..
- I get a confirming email.
- I go to MMB and enter APIS.
- The eticket arrives soon after.

The only time I have had difficulties is
1. when I want to make a change and a poorly trained overseas operator is clueless on how to update a multi-sector multi-carrier classic award.
2. QR repeatedly keeps cancelling or rescheduling flights and offer alternatives that cause the itinerary to fail or upset landside plans

 

[stopthecap]

Never had the problem on a QF booking as described. The vast majority of my bookings are classic awards via the multi-city tool.

If it's international, my QF experience is..
- I get a confirming email.
- I go to MMB and enter APIS.
- The eticket arrives soon after.

The only time I have had difficulties is
1. when I want to make a change and a poorly trained overseas operator is clueless on how to update a multi-sector multi-carrier classic award.
2. QR repeatedly keeps cancelling or rescheduling flights and offer alternatives that cause the itinerary to fail or upset landside plans

My theory is that the credit card is charged, but fails downstream to another system. On why this happens could be that im in thailand using my aussie credit card but thats just a theory. I know when it happens because the booking does not show up in my bookings on the website but shows up on the app and ofcourse no eticket issued

 

[stopthecap]

Would anyone know how to get in touch with someone in Hobart? I am only gold and cannot reach Platinum call centre

 

[AustraliaPoochie]

Not unless you are very very very lucky.
QFF SG do not get HBA as a rule of thumb.
It's as soon as you enter your QFF # test the system puts you to o/seas call center.
***Unless a WP calls on your behalf that is.***

 

[jrfsp]

Would anyone know how to get in touch with someone in Hobart? I am only gold and cannot reach Platinum call centre

Hobart is Monday to Friday doubt they will be working on public holidays

 

[stopthecap]

Hobart is Monday to Friday doubt they will be working on public holidays

Correct, so how do i get my ticket issued?

 

[jrfsp]

Correct, so how do i get my ticket issued?

Have you emailed? [email protected]

 

[stopthecap]

Have you emailed? [email protected]

thank you i have added them to my other email.
I called again and she explained that because it was in thai baht, they need to manually do something, but if it was in australian dollars it would have been automatic.

I asked what i can do in case of this not getting ticketed but she advised me to still head to the airport. Seeing its 120kms+ away im hesitant to do this.

 

[stopthecap]

Update on this.

Im not sure why tickets dont get issued immediately, points dont get deducted obviously needing manual intervention. After 30 hours of being told im in the queue, 1 operator finally called the thailand ticketing team and got my ticket issued. Unfortunately for me, cathay pacific on the first leg of this PNR had killed this flight so i only received the flight from HKG to SYD.

Upon calling back i found a nice operator who was able to reinstate the flight with cathay in J (lucky it was still available) and told me to wait for re ticketing. I asked her to call the ticketing office and advance it and she said its not within 24 hours so she cannot. I kindly advised her it was in a queue for 30 hours+ before and the only reason it was ticketed was because of manual phone call to the ticketing team.

She has again told me its escalated to technical support and in the queue again. I told her we are essentially back to square but, but she has assured me that this time it will ticket quicker.

I really dont understand how a simple Classic rewards can go so wrong and need so much manual handling + loading up the call centers. The funny thing is, i have another J flight early January already booked and ticketed and did not want to "change booking" for fear of this happening so i prefer to initiate separate bookings so i dont get stuck with no flight which has happened before.

 

[stopthecap]

Final update: Tickets have been issued after 36 hours.
Final thoughts: Although i never got to the bottom of why the eticket does not generate - i believe it has something to do with non AUD Bookings. As a long term visa holder in thailand i initiate alot of trips on short notice from here and really expect it to go much smoother. If i had not applied constant pressure, multiple calls and waited like they expected me too i probably would have got my eticket tomorrow (minus the BKK - HKG leg).

After I hit the same agent twice i think she was forced to follow it up. qantas could potentially move to a system like other companies where you only deal with a single or 2 agents and only move onto a new one if they are not working that day.

My entire Christmas eve and christmas was decimated but it was worth it to resolve these issues.

 

[Gold Member]

Oh Celsioraus, so sorry for your terrible story with Qantas - the National Carrier of Australia. I hope that you can now enjoy your Xmas.

Sadly, this is exactly why I and many tens of thousands of other QFF’ers have given up on Qantas. The untrained, rude and useless call centres have ruined Qantas so badly over the past 3 years. This will take a long time to fix, if ever at all. These are just the tip of the iceberg unfortunately.

In the meantime, I recommend a serious reconsideration of everyone’s loyally to Qantas. Why keep giving and investing so much to
Qantas, when it’s all just take and the perpetual screwing over of their most loyal members so much? This highlights the truly awful Qantas customer service that we all have to endure despite our Government’s claimed “best interests” that are apparently working for us. Singapore KrisFlyer, American Advantage, Air Canadia AreoPlan, Alaska MilegagePlan, BA/QR Avios, United MileagePlus, and the list goes on.

Depending on your circumstances, I would suggest a quick perusal of almost any other Airline FFP to see how they can better serve your needs.

Lets hope that some unbiased and analytical AFF members without any commercial backing can provide some unbiased and analytical opinion (without referring to their own website for the clicks) to help the AFF community.

 

[SYD]

Update on this.

Im not sure why tickets dont get issued immediately, points dont get deducted obviously needing manual intervention.

Not being critical, but this isn’t normal. As you mentioned, it’s possibly a function of being OS and/or the CC you’re using.

Although, I’ve booked CR flights while OS without issue.

 

[stopthecap]

Not being critical, but this isn’t normal. As you mentioned, it’s possibly a function of being OS and/or the CC you’re using.

Although, I’ve booked CR flights while OS without issue.

I do usually use wise, but this time i decided to use my CBA card. The next time i do this i will use a VPN just in case it has something to do with physically being overseas but the agent said it was due to being charged in HKD although i think she meant THB. That still does not make sense though.

This mystery will not be solved today thats for sure.