Flight cancellation help requested: Qantas Classic Reward seat via Qatar Airways

[jpp42]

The BA and UA booked flights ticketed immediately (involving VA, SQ, OS, OU and BA), but of course my Qantas booking on RJ, BKK-LCA-BKK has not ticketed.

Side note, this seems like a really interesting itinerary, do you mind sharing (in overview)?

 

[Notyourbag]

Update: I got in touch with the Qantas Club/Qantas Business Line who was able to redirect me to a higher escalation point (possibly in Hobart!). The gentleman transferred me onto a supervisor (sounded like Support) who said she needed to get in a chat queue to Qantas ticketing to get this resolved. She sounded optimistic and I at least felt like my call was being heard.

She said she would get back to me with an update by Thursday morning if not earlier. Fingers crossed.

 

[gidxg03]

Update: I got in touch with the Qantas Club/Qantas Business Line who was able to redirect me to a higher escalation point (possibly in Hobart!). The gentleman transferred me onto a supervisor (sounded like Support) who said she needed to get in a chat queue to Qantas ticketing to get this resolved. She sounded optimistic and I at least felt like my call was being heard.

She said she would get back to me with an update by Thursday morning if not earlier. Fingers crossed.

Which number did you call? Do you mind sharing the number?

 

[exLXCXFF]

May I also please have the number? The 24-48 hours has unfortunately now elapsed

@charliebrown - was your issue eventually resolved or is this still ongoing?

 

[charliebrown]

@charliebrown - was your issue eventually resolved or is this still ongoing?

Unfortunately still ongoing. I have just received a reply from Customer Care essentially saying sorry you've had such a bad experience, please call the contact centre for assistance

I am on the plane to Bali about to take off so even if any of the 10 promised call backs happen they won't be able to get in touch. Still feeling at square one despite over a month of daily efforts.

 

[clifford]

Side note, this seems like a really interesting itinerary, do you mind sharing (in overview)?

Well, as you ask, here goes...

UA booking, 80,000 miles + approx AUD 300, in business class:
CBR-MEL (VA), MEL-DPS (VA), DPS-SIN (SQ), SIN-HKT (SQ).
LCA-VIE (OS), VIE-ZAG (OU), ZAG-SPU (OU), SPU-LGW (OU) - free "excursionist perk".
HKT-SIN (SQ), SIN-DPS (SQ), DPS-OOL (VA), OOL-CBR (VA).

QF Booking, 150,000 points + THB 16,555, in business class:
BKK-AMM-LCA (RJ), LCA-AMM-BKK (RJ).

BA booking, 9750 avios + GBP 70.50, in business class (Club Europe):
LHR-LCA (BA).

The Qantas booking has now ticketed after I spoke to 4 different agents, 2 in Cape Town and 2 in the Philippines. The South African ones were hopeless, but the ones in the Philippines got the job done. Just to make it a bit more complex, a few hours after it ticketed there was a schedule change, turning my 6-hour layover in Amman to 12 hours. I've accepted the change online and now have a second ticket. I don't suppose it will be the last. What else could possibly go wrong?

Not too bad for a leisurely business class return trip CBR-LON-CBR, with a couple of stopovers in Cyprus and a short one in Croatia (my choice).

As an aside, I noticed on the BA website (I'm BA Gold) that there was plenty of availability from BKK to LCA on Qatar Airways at a better points price than RJ, none of which was showing on the QF website. So I was stuck with RJ if I wanted to use my Qantas points.

 

[jpp42]

As an aside, I noticed on the BA website (I'm BA Gold) that there was plenty of availability from BKK to LCA on Qatar Airways at a better points price than RJ, none of which was showing on the QF website. So I was stuck with RJ if I wanted to use my Qantas points.

Thanks for posting, sounds like quite the trip

Yes, Qatar is not currently releasing most new awards seats to Qantas, even though they do to other partners, due to some kind of spat between the two airlines. More info here: Qatar Airways Reward Seats: Velocity Members Get Priority over Qantas

 

[Notyourbag]

My booking is now showing as "On request" ... Fingers crossed.

Anyone else have an update to share with their cancelled award?

 

[charliebrown]

**update**

I just checked my email and we have confirmed tickets!!! On the rerouted path via Melbourne which theoretically we were rebooked onto 3rd November. I have no idea what swung it in the end but I suspect that calling the non customer facing number (I can accidentally pass this on via PM and will send it to anyone here with the same issue who has posted in this forum so far) provided to me by an accidental angel in Fiji can't have hurt. That or following up with the customer care team and Lucinda Purser et al. ad infinitum.

I still don't have tickets for my June flights with the same issue and now Qantas have also managed to stuff up my business rewards flight from Tokyo in July but I'm much less worried about those.

I'm typing this sat on a beach in Bali and finally feeling I can fully relax into it. Sincere thanks to everyone who has helped, with practical advice and words of support, I would not have had a positive outcome without all of you. I am in your debt. I will collate all of this into an advice post when I get to the UK and can use my laptop.

I'm off for a coughtail and a swim. Merry Christmas to my favourite forum! May the new year bring you double status credits, low-bid business upgrades and competent customer service

 

[Mr H]

I'm typing this sat on a beach in Bali and finally feeling I can fully relax into it. Sincere thanks to everyone who has helped, with practical advice and words of support, I would not have had a positive outcome without all of you. I am in your debt. I will collate all of this into an advice post when I get to the UK and can use my laptop.

I'm off for a coughtail and a swim. Merry Christmas to my favourite forum! May the new year bring you double status credits, low-bid business upgrades and competent customer service

Happy for you. Remember to slip slop slap.

 

[ellen10]

Thats great news @charliebrown !

 

[Notyourbag]

Had a missed call and voicemail from Qantas customer service telliing that Qatar haven't released the flights back to Qantas and to call back to discuss a refund of points and cash. Feeling pretty pissed off and let down. This isn't something I feel I should roll over and accept. Qantas haven't even offered to look at flights to London or Rome as alternative options .

Feeling pretty exhausted by this whole process so very close to cancelling and looking at alternative options

 

[AndyC1970]

Had a missed call and voicemail from Qantas customer service telliing that Qatar haven't released the flights back to Qantas and to call back to discuss a refund of points and cash. Feeling pretty pissed off and let down. This isn't something I feel I should roll over and accept. Qantas haven't even offered to look at flights to London or Rome as alternative options .

Feeling pretty exhausted by this whole process so very close to cancelling and looking at alternative options

I am not sure if it helps or when you are looking at going but J flights to Europe next year appear to have come down to sub 10k return - much better than the 18k they were up to last week. I am in the same boat - I have a booking but not ticketed rewards with JAL and AY to Helsinki in January 2023 that I have been trying to get ticketed since August. I have given up as the time and energy was draining. My one joy is spreading the hate re Qantas to anyone who will listen.

 

[Notyourbag]

The story continues!

This morning I check my Qantas app and see a QF9/BA552 has now been added and is showing 'Confirmed'. No email or phone call from Qantas and when I try to send the e-ticket is shows as "an error has occurred while trying to send a copy of the itinerary"

I accessed the booking via Royal Jordanian It says:
BOOKING ON HOLD
Reservation number:xx_xx_
Please proceed to payment to finalize the booking by Thursday, June 22, 2023 05:00 GMT

Wondering if I should call Qantas to confirm/double check they are covering if there's any changes to fees/taxes (not too sure if there are higher taxes than Qatar?)

 

[madrooster]

Wondering if I should call Qantas to confirm/double check they are covering if there's any changes to fees/taxes (not too sure if there are higher taxes than Qatar?)

QF's are lower than QR's. You should actually get a refund.

 

[Flyfrequently]

So stressful! If you still want to go on points, I would call Qantas and ask for the e-ticket to be sent through while you are on the phone.
I guess if they reply you need to pay $$ then you sadly look at paid alternatives with other airlines to get you where and when you want to go.
If this is the outcome, then their Customer Service has well and truly let you down.
Give it a go and hopefully you get a competent and understanding agent. Good luck Notyourbag, keep us posted.

 

[Mr H]

Wondering if I should call Qantas to confirm/double check they are covering if there's any changes to fees/taxes (not too sure if there are higher taxes than Qatar?)

Go to Check My Trip to see whether your booking is ticketed. Then, if there is a problem, do call QF to sort it out.

 

[Notyourbag]

Go to Check My Trip to see whether your booking is ticketed. Then, if there is a problem, do call QF to sort it out.

Check My Trip is showing as 'Confirmed' but the lack of eticket number/confirmation email and the Royal Jordanian message saying Booking on Hold makes me nervous.

 

[Mr H]

Check My Trip is showing as 'Confirmed' but the lack of eticket number/confirmation email and the Royal Jordanian message saying Booking on Hold makes me nervous.

The lack of a ticket number on CMT means it is not ticketed. You need to keep calling QF until it is ticketed.

 

[Notyourbag]

Update!

Spent 90 minutes with Qantas (30 mins on hold and about 30 minutes with two agents).

First agent with a very heavy Manila accent confirmed the flight was made by Qantas but wasn't confirmed until taxes had been paid. I said the Qatar taxes would probably be more expensive but he insisted the taxes with Qantas were $2,244. I gave him my credit card details so taxes were paid and the flight would get confirmed. To my horror about 2 minutes after the call I received an email and SMS from AMEX saying Qantas tried to take $22,445.90 out (limit is 20K) so it got flagged.

Got straight back on and said this was a CASH fare for business, not the award taxes he had told me. He apologised for the miscommunication and put me through to another agent who could investigate.

Agent #2 was much more helpful.

• He confirmed Qatar wouldn't release the MEL-DOH-FCO flights back to Qantas.
• As a result Qantas then turned 2 revenue MEL-PER-LHR-FCO seats into an award seat for me
• He mentioned no points or taxes would be refunded (apparently the taxes were more expensive on the new routing but Qantas wouldn't pass those onto me)
• I now have a new PNR and have a 13 digit eticket number and confirmed itinerary in my inbox.

Interestingly when I go to Manage my Bookings its showing as if it's a revenue flight and not award for earnings!