Monumental Stuff up by Qantas

[Sheenaec7]

AHHH. A zeros and ones person or is it ones and zero

Anyway does it seem odd that we all have theories on what could of happened or could not have happened with the OP experience but with a lot of missing information. The OP is somewhat silent and has not provided any further info regarding a lot of gaps.

Just a quick response to let you and others know that I've been doing my best to keep track of theses responses while only having my phone to work on. Very frustrating and l doubt that I've been able to even read 1/3 of them so far let alone be able to respond. I am very much still here, l appreciate all of the helpful responses and will be very happy to respond with any requested info once l am able to get back onto a computer next week.

 

[cwd]

It seems there is inconsistency in exactly what kind of emails QF send and when in this situation (in my past experience they have sent nothing at all!), but did your email include similar wording to JohnM's? In particular, did it state "Note that this is not a travel document. We will e-mail an e-ticket to you within 30 minutes, which you will need to print and bring with you to the airport", or something to that effect? Or did it read as if it actually was the final confirmation/ticket?

Of course if Qantas said they would email the e-ticket within 30 minutes, and didn't, then whose fault is that? Sounds like Qantas didn't hold up their end of the bargain, even if it should have rang alarm bells for the OP if read carefully.

 

[Jack_OC]

Of course if Qantas said they would email the e-ticket within 30 minutes, and didn't, then whose fault is that? Sounds like Qantas didn't hold up their end of the bargain, even if it should have rang alarm bells for the OP if read carefully.

I don't think anyone is disputing that QF let their customer down and failed to complete the booking as requested. The debate is about whether the customer should have known that QF failed to complete the booking, and therefore should have made some effort to follow up before showing up at the airport 7 months later. In other words, to what extent is the blame shared?

BTW it has since been clarified that the screenshot I commented on was from the QF website after a booking was completed online, it was not from a confirmation email as I had first thought. The OP booked by phone so would not have seen this screen, and I'm still not sure what she received from QF by email "confirming" her particular booking.

 

[JohnM]

After a phone booking, just as after an online booking, it is the 'Confirmation and E-ticket flight itinerary' email that locks a booking in place.

As I mentioned upthread, when doing phone bookings (which is the result of not being able to complete the booking online) I have been advised by the agent to look out for the confirmation email and to call back if it doesn't arrive within a reasonable period. This is especially the case if it's EK or QR bookings that are notorious for dropping off the system if not confirmed. I cannot comment whether IB bookings are equally as touchy.

As @Jack3193 just said, it is the the email that the OP received that she believes 'confirmed' her booking that is unclear and the subject of the discussion. From the information provided it does not seem to be the clearly-headed 'Confirmation and E-ticket' email. So, just what was it is the question.

 

[albatross710]

In March I nearly got caught with a similar issue. During the course of my journey I had a business reason to change the return flight, the date and the routing. I called QF, did the card etc and completed the phone call. I'm flying regularly and made lots of changes each year so I didn't think more about it.

Upon arrival at MNL check-in there's a problem. No valid booking, Card hadn't processed, we've been trying to contact you etc etc.While I'm at the counter I'm feverishly searching my emails as I know I'm right. Can't find any confirmation email. Online bank statement can't see any payment. wtf...... Here's my 20 minutes skye record

Gave them a fresh card number and it all processed correctly.

There is a system problem, not just of QF. Because bookings process correctly many millions of times each week "we" don't see the exceptions. It's almost like the booking systems need a non-booking system.

Airlines: An email upon any non-booking being cancelled/discontinued.
Banks : A summary tab of declined/attempted transactions

Alby

 

[thehound]

Just a quick response to let you and others know that I've been doing my best to keep track of theses responses while only having my phone to work on. Very frustrating and l doubt that I've been able to even read 1/3 of them so far let alone be able to respond. I am very much still here, l appreciate all of the helpful responses and will be very happy to respond with any requested info once l am able to get back onto a computer next week.

Back on your computer yet Sheenaec7? There are a lot of people waiting with baited breath...!

 

[MEL_Traveller]

FWIW I got a check-in notification today from QF - for a flight that was changed months ago, says 'check-in now open for flight XX'. This was all booked and changed through QFFF - so there is some glitch in the system where old bookings still get picked up.