Classic rewards booking not issued

[RichardMEL]

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

Sorry but that is not correct. HBA's hours are 0700-2300 (AEST/EDT) 7 days a week.

It's the QFF Service Centre that work M-F.

 

[SydneySwan]

AJ’s enduring legacy to Qantas - underinvestment in people and systems.

 

[encryptededdy]

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.

The American carriers are generally pretty good, but unfortunately from experience calling KrisFlyer or Qatar Privilege Club regarding making or amending frequent flyer bookings (especially complex ones) often results in useless call centre agents with no authority to do anything, telling you wrong information at every turn. The Qatar ones also often have poor english.

Sadly it's pretty hard to earn miles on American Carriers using Australian Credit Cards, if that's your primary focus.

I suppose none are as bad as LifeMiles though...

 

[Gold Member]

The American carriers are generally pretty good, but unfortunately from experience calling KrisFlyer or Qatar Privilege Club regarding making or amending frequent flyer bookings (especially complex ones) often results in useless call centre agents with no authority to do anything, telling you wrong information at every turn. The Qatar ones also often have poor english.

I’ll take that over the Qantas South Africa and Fiji call centres any day of the year, with pleasure.

Sadly it's pretty hard to earn miles on American Carriers using Australian Credit Cards, if that's your primary focus.

Agreed, but for many who don’t play that game and simply want a reasonable level of customer service, the other players I’ve listed are significantly better. And their Frequent Flyer Programs are far more rewarding.

I suppose none are as bad as LifeMiles though...

The English speaking agents that I’ve dealt with at LifeMiles are far more competent and professional than Qantas.

 

[Lynda2475]

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.

When the flight originates overseas the ticket is issued by the local office for that country. Now if this is a country with a strong QF presence i.e. NZ, USA or UK you will find the ticket is processed and issued automatically once the APIS is entered. However for some smaller markets, the tickets need to be issued manually as the currency isn't automatically supported by the QF website (i.e. it cant price properly in the billing engine) - I suspect this the case with Thailand, it is certainly the case with tickets originating in ME or Philippines.

Doubt it has anything to do with the card used.

 

[Clayton]

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.

Today I experienced similar instance of a previously valid reservations that was no longer on the QFF system, when I attempted to Manage My Booking for a CHC-MEL-ADL reservation made and verified 4 days ago. I had received the usual confirmation along with PNR and e-ticket numbers same day and selected seats, but following reading this thread tried to access the booking to ensure the DOB details were there.

Using the web version of MMB , received an ominous Qantas error message, so tried again on the mobile app, and then again on RJ.com in each case was indicated the booking no longer existed.

Contacted QFF customer support, and after a fairly short wait of 15 mins was answered by a man with a different than usual accent, but working in a noisy call centre. He listened carefully to the issue, re-verified all the details and replied that everything is on the booking, but that no flights are showing, so he advised he needed to seek advice from his manager. I was put on hold for a further 35 minutes, when he returned he said his manager had uncovered the problem, the flight bookings had been deleted by a staff member, for which he then apologised and could provide no reason for this occurring. He further advised the team are now in the process of refunding the points, and that the cash component should have been received by my bank already (ANZ). I then checked the bank records, no refund there yet, however in the meantime the points appeared on my QFF account, and I proceeded to rebook the trip. One of the original flights, QF679, now had no reward availability, so I booked the CHC-MEL leg as per the original booking, and booked a 2 hour later MEL-ADL leg. As soon as the booking processed I keyed the PNR into MMB and entered the APIs (DOB) etc and selected seats.

Will recheck these flights periodically between now and Mid February when we are holidaying in NZ.

 

[stopthecap]

It sounds like what happened to me..

* Booked BKK - HKG on cathay and HKG-SYD with QF payting thai baht.
* Booking on my mobile app but not on website.
* 30 hours to issue E-Ticket, once E-ticket issued BKK-HKG Missing
* Called Agent who said Cathay released it as took too long
* Agent rebooked same flight and E-tickets issued 3 hours later