Help - QF customer service not ticketing properly - lost award seats

[Virgin Bart]

How infuriating (I'm an idiot for allowing myself to still get angry by this company).

And the only thing that made things worse IMO is the drivel they replied with.

 

[RooFlyer]

Sound familiar? https://www.news.com.au/travel/trav...l/news-story/c8b37cad2b8166f89ff27e1c55583103

Meh. It’ll be dismissed as “just another rant“.

“ I wonder” why the Qantas agent provided visa advice?

 

[There'sOnlyOneJimmy]

Sound familiar? https://www.news.com.au/travel/trav...l/news-story/c8b37cad2b8166f89ff27e1c55583103

Diabolical.
Qantas are completely aware that partner carriers will cancel award seats when they are left unticketed for more than 24 hours (and maybe sometimes even sooner).
There should be systems in place to ensure that all award itinerary changes are reticketed immediately, and not just sent off to languish in some stalled ticketing queue.
But unfortunately, Qantas doesn’t seem to care: the award seat drops off; the customer isn’t informed; the customer belatedly finds out; the customer can’t get through to the CC; the customer finally gets through (but to someone who can’t rectify the issue); sometimes the CC makes the issue worse again; etc., etc.; and in the end it’s ‘oh, sorry, there aren’t any seats available any more’.

 

[Mr H]

I am still trying to recover from a cancelled award booking due to leave in three weeks' time. I have hotels and tours booked, nested revenue flights in amongst it all. I had a fully ticketed award itinerary and QF stuffed it up by not reticketing it when there was a schedule change - so all the other airlines cancelled the bookings. The worst is, Qantas refuses to tell me that all is lost and thereby allow me to try to find a new routing. Alternatives are available for all but the MEL-SYD-KUL-DEL sector, which Qantas could solve by releasing a revenue ticket on the direct MEL-DEL route. I have been told by an agent that their revenue department has agreed to do this, just hey haven't done it yet. Yeah, right.

 

[aikman]

Sound familiar? https://www.news.com.au/travel/trav...l/news-story/c8b37cad2b8166f89ff27e1c55583103

Going to the media is common advice here for this situation. At least now we know that Qantas doesn't care if you do.

 

[VPS]

Meh. It’ll be dismissed as “just another rant“.

“ I wonder” why the Qantas agent provided visa advice?

I certainly wouldn't be trusting a Qantas agent for visa advice

 

[There'sOnlyOneJimmy]

I hope this is the final update…
All’s well that ends well.
We start our itinerary today, and are currently in the lounge with 2 J boarding passes in hand (& bubbles in the other hand).
One of the boarding passes is for the sector that was waitlisted for 3 weeks for reinstatement after a cancellation.

Thanks to all for the kind help.

 

[exLXCXFF]

Have a safe trip!

Did you ever hear back from Ms Tully?

 

[Mr H]

Have a fantastic trip!!!

 

[MARTINE]

Bonvoyage

 

[ellen10]

Have a great trip!

 

[CMA222]

Did you ever hear back from Ms Tully?

 

[There'sOnlyOneJimmy]

Have a safe trip!

Did you ever hear back from Ms Tully?

No.
But in fairness, in a rush of naive optimism after my first contact with Hobart, I sent a follow up email to her to the effect that the issues were being addressed and to stand down until further notice.

 

[Cognac]

Congratulations! Enjoy the trip!

 

[yaksha98]

Congratulations! Enjoy the trip!

I'm fighting the same battle at the moment and it's been 2 weeks ongoing... thankfully my trip isn't due until June 2023, but exact same fiasco with QF not ticketing in time (despite our insistence on multiple calls) before the QR flights dropped off.

Now on the merry-go-round of contact centre calls and reinstatement requests and misinformation....

 

[There'sOnlyOneJimmy]

Congratulations! Enjoy the trip!

I'm fighting the same battle at the moment and it's been 2 weeks ongoing... thankfully my trip isn't due until June 2023, but exact same fiasco with QF not ticketing in time (despite our insistence on multiple calls) before the QR flights dropped off.

Now on the merry-go-round of contact centre calls and reinstatement requests and misinformation....

Thanks.
Good luck with your own efforts. Unfortunately there are far too many of us in this position.

 

[denisestone]

We had QF award flights booked for July 2023 Business class ATH/DOH on Qatar connecting with economy DOH/MEL on Qatar. Taxes paid and points deducted. Awaiting the issue of etickets, which were told would take a couple of days. Then, the DOH/MEL disappeared on Manage Your Bookings. On calling QF they put us on a flight 12 hours later. However, the person we spoke to used the wrong name on of one of us, me, on this sector. They could not change the name to my correct one which was on the original flight and no ticket could be issued as the record locator had no information on it. No more reward seats available. So my partner has a ticket home, but I am thus far stuck in Doha unless I purchase a ticket. This is a very bad mistake by Qantas and they will do nothing to rectify, just very politely apologise.

 

[RooFlyer]

This is a very bad mistake by Qantas and they will do nothing to rectify, just very politely apologise.

Its Qantas. Why would you expect anything different (except maybe hang up on you)?

 

[denisestone]

Its Qantas. Why would you expect anything different (except maybe hang up on you)?

We are now trying to book and pay for business flights Athens/Melbourne, but this cant be done on the Qantas website. They only allow reward bookings, which are not available. What?????

 

[RooFlyer]

We are now trying to book and pay for business flights Athens/Melbourne, but this cant be done on the Qantas website. They only allow reward bookings, which are not available. What?????

You haven't got the 'use' points' slider engaged, have you?