Help Me Figure Out This Mystery...

[Catweazle]

Yesterday: I got halfway through booking a business reward seat, departing this Friday afternoon MEL-SYD-CBR. Selected seats 3A on both flights, but then the website disappeared soon as I clicked on the flight details one last time to confirm the connection time in SYD. I was about to click onward to payment. Then I couldn't find the seats when I refreshed the website.

Rang QFF and the guy got the same seats up, confirmed the cost of QFF points and the amount of points that would be left over after booking, charged my card $101.31 for the taxes/fees and gave me a booking reference number. I asked when I'd get the confirmation email and he said it should be the same day, but give it a little time because sometimes it isn't always instant. Fair enough; this we all know. They didn't charge me the telephone service fee because of the website glitch. Thank you.

Today: Checked again and still haven't received an email. Nothing appears on my QFF app. Used my surname + booking reference number to check on the website and it return a message saying that my booking can't be located.

Checked my bank account and can confirm that my card has been charged the $101.31 for taxes and fees.

Rang QFF back and the lady something about my booking being cancelled and that my QFF account had not been logged against the flight so the computer spat the dummy (my words, not hers). In English, I'm still confused and not sure what happened here. She does sound a little more experienced than the bloke I had yesterday. Could it simply be that the reward disappeared while I was trying to book, which confused the booking system? Weird however, since my card was charged for this particular leg in business. But then the new lady today said that her colleague yesterday hadn't added my QFF account to the booking despite charging the card, so the booking essentially didn't work.

Was on the phone with her now and at first she offered me a direct economy seat departing at dawn but that would obviously change the amount to be charged on my card (not to mention the points difference) and I need to be at work that day so cannot fly until the afternoon.

Next she then said that she'll try to reinstate the seat despite it no longer being available to book online. Sounds like 3A is still available (interesting!) although no J class fares are available to book for this flight online anymore. Cheapest cash booking for this MEL-SYD-CBR leg is now bookable at $725.

Anyway, so here's the final resolution to this mystery after more than 60 minutes on the phone: she just re-did the booking, processed a new payment that is 10¢ less than previously charged, and deducted the points from my account now. Confirmation email to appear within 24 hours – I only hope it does this time! I wonder why the 10¢ difference in taxes and fees here. Apparently the old charge on the card will be refunded within fourteen days. As one who doesn't appreciate the joys of mathematics, I get it – probably easier for the finance team to figure the sums out.

Just checked the QFF app and see that the flights are listed there (that's new: good), but without seats (c'mon QF!) So, now I'm not sure if this is booked in Y or J. If Y – well fine, I don't mind economy after all but not for 18k points and $100+ I'll confirm seating tomorrow and phone back if nothing looks different, if they need to adjust the costs charged.

Meanwhile, still waiting on that confirmation email...

But gee – has anyone else had a similar problem like this before? Weirr-rrd. Let's hope it works out this time, or by the time I drive to CBR I'll have to board the return flight home! What are your thoughts?

 

[encryptededdy]

Just guessing, but here are my thoughts

• Once you get to the screen before payment (or the payment screen, not 100% sure), a booking reference is generated for your booking and the seat is reserved. If you quit now, there'll just be a unpaid booking sitting around in the system. In theory you can pull this booking back up and pay it, but otherwise the booking disappears either after midnight that day, a few hours, or 24 hours (unsure)
  • This explains 3A going missing then coming back later
  • Next time, in theory you should be able to have the call center agent pull up the unpaid booking and just pay it.
• The explanation that they didn't put your QFF number on the booking makes sense. I'd imagine the phone agent triggers the charge to your card and then sends the booking off to the system to ticket, but the system will not ticket it if there's no QFF account attached to the booking to bill the points from. Presumably the first phone agent you talked to just made a mistake and/or are unfamiliar with ticketing award tickets, and didn't add your QFF number correctly.
  • As I understand in the GDS to get points/SC credited and recognise your status, you need to fill the FQTV field. However if redeeming points, you need to use the FQTR field.
• Are you not able to select the seats yourself in the app or online? Sometimes if the app doesn't let you, you should be able to do it online.

 

[Catweazle]

Yes, that's why I phoned the agent yesterday, to pay for the booking I couldn't see at my end but thought perhaps they might still have at their end.

Will check the online version of the website on my computer this evening, and see if I can select seats that way, instead of via the app.

Thanks for your informative post. It helps. Good thing I phoned today and didn't trust they just had my booking. At least, according to the app, I'll now be departing on those flights no matter where on the plane my bum ends up!

 

[RichardMEL]

Your app should show you the booking class under the details if you're worried if it's J or Y.

As for the seat issue, I'm going to guess that there's not seats available to change into (so say you're in 3A, then 3C/D/F are taken and your status level doesn't allow for moving to row 2 or 1. I'd wait till T-80, and go again for a seat selection. Just a thought.

 

[Catweazle]

Update: the trip is now showing on the QFF mobile app, and points have been deducted. Thanks Richard - can confirm the J class has been ticketed, in the details section, as you suggested. Just re-selected 3A. Hooray!

Waiting now for the first $$$ charge on my credit card account to be refunded. That might take another few days yet. Meanwhile, the second $$$ charge has now appeared, as the agent today said.

However - and here's the weird part now: while 18k points have been deducted for a "classic flight 1 ADT" – as shown in my Points Activity on the website (computer screen here, not the phone screen) – the booking is not showing up on the My Bookings page.

And, to add, I still haven't received email confirmation. *sigh*

Also, the app shows the 'request an upgrade'. Is this a glitch, now that I've selected 3A? Or are QF adding F class to their Boeing 737s and 717s now? Haha - that will be the day!

 

[RichardMEL]

Update: the trip is now showing on the QFF mobile app, and points have been deducted. Thanks Richard - can confirm the J class has been ticketed, in the details section, as you suggested. Just re-selected 3A. Hooray!

Waiting now for the first $$$ charge on my credit card account to be refunded. That might take another few days yet. Meanwhile, the second $$$ charge has now appeared, as the agent today said.

I imagine the first charge is still in pending and will drop off at some point.

However - and here's the weird part now: while 18k points have been deducted for a "classic flight 1 ADT" – as shown in my Points Activity on the website (computer screen here, not the phone screen) – the booking is not showing up on the My Bookings page.

Double check that your QFF# is there. I do know you booked it with points and points were deducted from your account, but it's possible the QFF# isn't actually IN the booking and that's the key they use to link it into "my bookings" page.

And, to add, I still haven't received email confirmation. *sigh*

Also, the app shows the 'request an upgrade'. Is this a glitch, now that I've selected 3A? Or are QF adding F class to their Boeing 737s and 717s now? Haha - that will be the day!

That's normal. it's a... "feature" don't worry about it.

 

[Catweazle]

...Double check that your QFF# is there. I do know you booked it with points and points were deducted from your account, but it's possible the QFF# isn't actually IN the booking and that's the key they use to link it into "my bookings" page...

Interesting, thanks. How might I do this - by phone call? I believe this might have been the problem from the start because the first agent didn't add my QFF booking, hence the kick-back from the system.

 

[RichardMEL]

Interesting, thanks. How might I do this - by phone call? I believe this might have been the problem from the start because the first agent didn't add my QFF booking, hence the kick-back from the system.

go to rj.com or finnair.com, use manage my booking and open it up. you may (should!) be able to dd it there.

or with MNB on qantas.com check the passenger details within the booking for QFF#

I would use phone as a last resort.

 

[Catweazle]

My booking appears on the app alongside my QFF number but not on the website. Can't seem to ad it on either RJ.com or Finnair.com. The correct amount of points have been deducted, as has the dollar amount for taxes/fees on my credit card.

Should I assume that I am good to fly, or is it best to call to confirm? Still haven't received the confirmation email. Is that an optional 'feature' these days?

 

[Flyfrequently]

My booking appears on the app alongside my QFF number but not on the website. Can't seem to ad it on either RJ.com or Finnair.com. The correct amount of points have been deducted, as has the dollar amount for taxes/fees on my credit card.

Should I assume that I am good to fly, or is it best to call to confirm? Still haven't received the confirmation email. Is that an optional 'feature' these days?

How frustrating for you @Catweazle
If you haven't tried this, can you put your booking reference # (should be visible on App) into your QFF on desktop then email an itinerary to yourself?

 

[Catweazle]

How frustrating for you @Catweazle
If you haven't tried this, can you put your booking reference # (should be visible on App) into your QFF on desktop then email an itinerary to yourself?

Yes hah, tried that but then the website chucks a hissy fit and comes up with an error report.

 

[BNEFlyer]

Yes hah, tried that but then the website chucks a hissy fit and comes up with an error report.

I had a kind of similar issue where I booked a flight using QFF points and wanted to add my QR FF (Gold) number but couldn't. Neither the QF, RJ, QR or AY MMB pages would let me add my QR FF number.

Finally I emailed an escalation email address, got the number added, they selected a forward seat for me, but my booking is still showing QF Bronze...