Is it always like this? (3+ hours before CS contact?)

[JennyMG]

Pretty surprised.
Mentioned it in another thread, but really ... really very surprised that it's taking SOOO long to get hold of Qantas customer service.
I believe there is a bit of strife weather wise in Melbourne (how unusual), but that shouldn't make any difference, flying is all about atmosphere after all.

Why, then, is it taking me soooo long to get some help?
I just want to know where my e-tickets are. (not on my page.)
Ringing Qantas - asked for a callback, estimated time 3+ hours. (rang at 2pm so, looking at 5:00pm plus.)
On a whim, I tried the 'texting method. Texted at 3:07pm. Here it is 4.47, one response from someone called Mel 20 minutes ago, who asked me when my travel date is, I've responded and no response since then. I didn't even think it was possible to CS text more than one person at a time. So what's happening? Smoko?
I (and possibly 3987 other customers) also connected to 'chat'. The chat box doesn't come up (apparently) until they're ready. ....ah, that was 3:08pm, 30 minutes after I first asked for the connection, and I was 24 in the queue.
Now I'm 3rd in the queue and have been for...25 minutes. Yesterday when it got to 2nd in the queue the chat box disappeared. Please Lord, don't let that happen today. I'll handover my firstborn if you JUST LET ME CONTACT QANTAS. (sorry Kid.)
....waiting....waiting....

 

[FrankP]

If you’re just looking for the e-tix then In the meantime maybe you can check your online QFF account, manage your bookings, and make sure the tix and booking ref are all as you’d expect them to be. If so then I think the e-ticket really isn’t much more than the pricing and T+C’s. Also re-check the email address you have on your setup. Although it’s poss to send the tix to a diff email, it should’ve Defaulted to the one on your QFF setup. I”ve never had original e-tix go astray and only once did I not get an email and that was after I’d changed 6 of 8 legs on a trip, they re-issued but the email never showed up. Didn’t matter though because ‘manage my bookings’ showed the correct info.

 

[JennyMG]

If you’re just looking for the e-tix then In the meantime maybe you can check your online QFF account, manage your bookings, and make sure the tix and booking ref are all as you’d expect them to be. If so then I think the e-ticket really isn’t much more than the pricing and T+C’s. Also re-check the email address you have on your setup. Although it’s poss to send the tix to a diff email, it should’ve Defaulted to the one on your QFF setup. I”ve never had original e-tix go astray and only once did I not get an email and that was after I’d changed 6 of 8 legs on a trip, they re-issued but the email never showed up. Didn’t matter though because ‘manage my bookings’ showed the correct info.

Frank I haven't got anything. First thing I did was look in my QFF account. Nothing about etix there. Of course I went into manage bookings, booking ref is there but nothing about tickets.
I checked the email, and junk, and my work email. (I know it's the right email as the CS person confirmed this.
I've had nothing but trouble with this booking.

I booked it yesterday, and you may remember, moaned about the error on the system. (which wouldn't take my credit card.) NOW I realise what that probably was.
As I was putting 'flexible' with dates on the calendar, I was shown 10 days later than if I did NOT check the 'flexible with dates' box. I was happy about this as I wanted to snatch the booking quick!
Tried to book online, but wouldnt take my card, so rang CS and after 2 hours they took my payment (and cancelled 14 bookings where I had tried different things.)
I can see the PRN there, and the passengers and flights etc. but no tix. The CS person, who sounded like he was in Italy (makes sense as flight originates in rome) actually finalised the booking for me. HE SAID he would email the tix and I'd have them today.
I haven't.
The CS person on text today, says can't ticket until 353 days out.
THAT I don't understand. Leaving Rome 23 July 2020, I thought it was 353 days out - 13 July? Don't get it. She said 8 Aug.

I'mworried. If I don't have a receipt (e-tix) and it hasn't been charged to my cc yet, then....
Yet my QFF points are taken, and Text lady says it's queued to be ticketed.
I'm confused. And anxious. When is this going to be over!!!Why Qantas has such carppy service, and website, Seriously. Nothing has gone right. And not because of me.

 

[FrankP]

I do recall yes. Ok so you have a booking ref and sounds like you have all the right date/times/flight numbers that you were expecting to see for the booking. So thats good. I’ve not booked that far out so can’t talk to the ‘353 days’ advice.
I agree the lack of CC info is the concerning thing.
There was a discussion on these forums a little while ago from someone who didn’t get as expected because their agent booked a ticket on ‘hold’, then a week later finalised the booking+payment but under the original holding, not under a new booking. The system took the original ‘hold’ date thereby missing out on a DSC benefit that started a few days after.
So, I’m wondering if your initial assistant did similar, putting the bookings on ‘hold’. It might explain the lack of c/c txn.
Clutching at straws, trying to think up something that might help, don’t quote me.

Other thing is that yes, even though they could/should factor in the weather it really will make an almighty mess of the day no matter who the airline is, especially if its MEL or SYD, and there really is only so much they can do without massively over-resourcing. The booking people will be getting a lot of stick. Queues 200 deep at the airport assistance counters etc. Was in one at Brisbane 2 months ago Just happens sometimes.
For me I’d be happy that the booking reference is a good thing to have, and maybe just enjoy fri arvo and try again tomorrow when things will have hopefully settled.

 

[MEL_Traveller]

It is common for Qantas to issue tickets some time after you have paid. They will tell you that they process ticketing in order of priority - upcoming flights first, later ones, well... later.

The danger in this is for partner airlines where they can cancel the booking if they haven't received 'payment' (which in this case is evidenced by a ticket number). Various airlines have different ticketing deadlines. but you're usually ok for around 72 hours or so. Some airlines are much shorter, and I dunno if it's fixed now, but Qatar was one that required almost immediate ticketing, or at least in 24 hours. SQ used to be the same (24 hours) but have now relaxed this.

Qantas doesn't always understand ticketing deadlines... or at least the auto-computer doesn't. If you are waiting on Qantas flights to ticket it makes little difference - QF can force open seats on their own flights. But for partners it can get very mucky, very quickly. There is no way QF can force China Eastern (or another partner) to open award seats if they get auto-canceled through lack of payment.

 

[JennyMG]

That

ediate ticketing, or at least in 24 hours. SQ used to be the same (24 hours) but have now relaxed this.

Qantas doesn't always understand ticketing deadlines... or at least the auto-computer doesn't. If you are waiting on Qantas flights to ticket it makes little difference - QF can force open seats on their own flights. But for partners it can get very mucky, very quickly. There is no way QF can force China Eastern (or another partner) to open award seats if they get auto-canceled through lack of payment.

That's a worry.
I FINALLY got onto Qantas after 4.5 hours, (just put the chat box up there and went and did other stuff, checkingon it periodically.) Amazing that they don't get in more staff on call on days like that.
Anyway, got a staff member who confirmed just what's been said, that Qantas don't ticket until 353 days before the flight. So unfortunately,the 'tip' I was given, to check the 'flexible' with dates box, in the calendar, to show me 10 days later, has backfired somewhat. I booked, paid, (but the payment is not processed.) I have a Reservation number, and the nice lady on the chat even allocted me some great seats. But do I have a ticket? No.
I have to wait until 8 August to get my ticket. Seriously, if my ticketgets auto-cancelled, ...ugh.
I'm told the payment will be processed when it's ticketed. Shoot me now. (How many sleepless nights is that?)
This is my very first foray into award seats. Wow. I'm SO happy with some bits, and SO disgusted at others.
If this all works out, and I get my tickets, seats,I'll eat my hat.

Why would Qantas have a calendar, which you can manipulate to find flights 15 days later than they are released, and book them?? NOW I realise what the error number when paying probably was. They seriously need to fix their website.

 

[MEL_Traveller]

That

That's a worry.
I FINALLY got onto Qantas after 4.5 hours, (just put the chat box up there and went and did other stuff, checkingon it periodically.) Amazing that they don't get in more staff on call on days like that.
Anyway, got a staff member who confirmed just what's been said, that Qantas don't ticket until 353 days before the flight. So unfortunately,the 'tip' I was given, to check the 'flexible' with dates box, in the calendar, to show me 10 days later, has backfired somewhat. I booked, paid, (but the payment is not processed.) I have a Reservation number, and the nice lady on the chat even allocted me some great seats. But do I have a ticket? No.
I have to wait until 8 August to get my ticket. Seriously, if my ticketgets auto-cancelled, ...ugh.
I'm told the payment will be processed when it's ticketed. Shoot me now. (How many sleepless nights is that?)
This is my very first foray into award seats. Wow. I'm SO happy with some bits, and SO disgusted at others.
If this all works out, and I get my tickets, seats,I'll eat my hat.

Why would Qantas have a calendar, which you can manipulate to find flights 15 days later than they are released, and book them?? NOW I realise what the error number when paying probably was. They seriously need to fix their website.

re bolded text - this might also explain why you were able to 'book' 16 of the same award seats! Usually award seats are limited and once the first couple are taken, that's it. To be able to book 16 (or however many you did) is a worry. Obviosuly, not all of them would have been honoured.

However, I wouldn't worry too much. MU availability is not nearly as restricted as Qantas. And that's the reason you can find so many of them, most of the time. I'd say you'll be ok, and not need to worry too much.

 

[Flying mermaid]

It does happen quite often.....I booked two awards for daughter and son in law and needed to add on a sector, was done over the phone, gave credit card for extra charges, but no new ticket turned up. This was in August. I phoned three more times - each time they promised to ticket and said they needed my CC details. Finally in February I played the honeymoon card and a sympathetic agent promised to ticket and she did. It was all on Qantas metal, so wasn’t too worried.

 

[calmelb]

It seems they are having technical issues today though, I rang up to request a reward seat and apparently bookings are just sitting in the queue, 30+ waiting. I would probably hold off ringing till tomorrow for anything reward seat focused to prevent any further issues

 

[JennyMG]

It seems they are having technical issues today though

I think their whole website IS a technical issue. I've seen some shockers in my time, but that website...while very hard, I imagine, to build, is an absolute disaster waiting to happen.
Just the booking section alone is diabolical. Classic reward, multicity, dates, partners, ....I can't imagine how they're going to fix it.

 

[JennyMG]

re bolded text - this might also explain why you were able to 'book' 16 of the same award seats!

Ah, that never occurred to me.
What a bad mistake on their part. They need to remove their 'flexible with dates' checkbox in the calendar, since it's enabling 10 days or so 'in front of' released flights, AND letting them be 'booked'. Though not paid. And that was the big clue that something was amiss. Still, the CS agent had no qualms about taking my payment, deducting my points and even one has allocated my seats. So....wow. All that and no ticket.
Despite your suggestions that it should be ok, (which I really appreciate), I'm still in a minor panic and probably will be until 'I've Got Mail.'

 

[MEL_Traveller]

Indeed. And I would keep a close eye on this to make usre it's your booking that is processed first, rather than someone else's!

As you have discovered... having a booking show up in your qantas FF account, choosing a seat, even choosing a meal or chauffeur car services... doesn't mean anything without a ticket number as the operating airline can cancel at anytime.

However, I'm still confident you'll be ok provided you are quick to act on the day this can be officially ticketed.

I forget where you are flying from/to? But I'd also be keeping an eye out for Emirates on the same route if they fly it. There will be a change fee, but the points required will be lower. And you'll probably get a better experience on EK.

 

[oz_mark]

Ah, that never occurred to me.
What a bad mistake on their part. They need to remove their 'flexible with dates' checkbox in the calendar, since it's enabling 10 days or so 'in front of' released flights, AND letting them be 'booked'.

The 'flexible with dates' checkbox is a highly useful tool if you are looking for award travel and have some flexibility.

The problem in your situation is that each airline has its own idea of when to release seats. For Qantas it may be 353 days, but for other airlines it is a different number. As a result, you will sometimes see other airlines showing availability beyond when Qantas release their seats.

 

[blackcat20]

Agree with above, it’s not actually letting you book unreleased seats. Reward seats often don’t ticket instantly, they go into a queue for processing.

 

[Pleb Status]

Current estimated call back wait time for SG is about 90 minutes. That will be around two hours in reality.

Hope the U seat that just popped up does not disappear in that time...

 

[JennyMG]

I forget where you are flying from/to? But I'd also be keeping an eye out for Emirates on the same route if they fly it. There will be a change fee, but the points required will be lower. And you'll probably get a better experience on EK.

Flying from Rome to Sydney via Shanghai. Bus class.
I'll look up emirates but was very happy with what I thought were low points for the China Eastern. 128K each. Not that I would know. Agree it would be better to go EK, but I never saw the emirates reward flight on any date, ever, from Rome to Syd, so assume they may not do it. I can see they do the route, but not with a reward.
Date is locked in but not the stopover, don't care where I stop as long as it's bus class from Rome to Syd.

And I would keep a close eye on this to make usre it's your booking that is processed first, rather than someone else's!
How would I be able to check this? I was told it was in the processing queue, but...is there any way to check where I am on it? since I booked my flight at 10am, it was on the DOT of it appearing (in Sydney).

provided you are quick to act on the day this can be officially ticketed.
What would you suggest I do? I was told 8th August, (for 23rd July 2020 flight.)
Thanks Mel Trav.

 

[MEL_Traveller]

Flying from Rome to Sydney via Shanghai. Bus class.
I'll look up emirates but was very happy with what I thought were low points for the China Eastern. 128K each. Not that I would know. Agree it would be better to go EK, but I never saw the emirates reward flight on any date, ever, from Rome to Syd, so assume they may not do it. I can see they do the route, but not with a reward.
Date is locked in but not the stopover, don't care where I stop as long as it's bus class from Rome to Syd.

And I would keep a close eye on this to make usre it's your booking that is processed first, rather than someone else's!
How would I be able to check this? I was told it was in the processing queue, but...is there any way to check where I am on it? since I booked my flight at 10am, it was on the DOT of it appearing (in Sydney).

provided you are quick to act on the day this can be officially ticketed.
What would you suggest I do? I was told 8th August, (for 23rd July 2020 flight.)
Thanks Mel Trav.

The thing is, if you were able to book 16 seats, it's likely someone else has also booked at least one, or even multiple seats. Not all of these award seats are likely to be honoured. So you want to give QF a call as early as possible on the 8th to make sure they ticket. (you need the ticket, of course, to apply for your China visa and have to provide details of your all flights for the next year )

As mentioned in another thread, the Qantas award tool is not very good at showing all the connections available. SYD-FCO may come up as nothing... but if you use the multi-city tool you will likely get good results. For example, start by searching Australia to Singapore. You can do this from SYD, MEL, BNE or PER (with the connection from SYD, of course). You can fly Qantas or Emirates. Once you are in Singapore you should find availability pretty much wide open for business and first class on just about every Emirates fligh SIN-DXB and DXB to Europe. To book the whole thing you go to the multi-city tool and enter in the flights you have found and then ticket.

You can even fly SYD/MEL to Denpasar/Bali, have 22 hours in Bali by the pool and then take the emirates flight to Dubai.

Combining Qantas and Emirates gives you the low mileage rate of 126K to Europe. You can swap between those two airlines without penalty.

 

[JennyMG]

It's actually the other way around.
Rome back to Sydney.
I already have a ticket syd, sing, paris two months earlier.

 

[davidj]

Pretty surprised.

Don't be... this is pretty standard BAU QFA customer 'service', and its been like this for years.

I believe 15 hours on hold was a previous record: Qantas passenger's 15-hour call wait

Qantas Call Centre

Is it just me or is contact with Qantas becoming more difficult. Rang their call centre last week and today and put on a very long queue. Tried the call back option and did not get called back. Normally a couple of rings and I get someone. Similarly, a few weeks ago was in Los Angeles and...

www.australianfrequentflyer.com.au

 

[MEL_Traveller]

It's actually the other way around.
Rome back to Sydney.
I already have a ticket syd, sing, paris two months earlier.

Still same same. Getting to SIN from Rome should be easy. Then look for the connecting flight ex SIN on EK or QF. Worst case you can also mix the QF A380 or 787 in premium economy for the last leg (it's very short). or alternatively, fly EK to Bali and QF down from there to SYD, or SYD via MEL.