Need Help - Oneworld Reward Trip - Ticketed but Waitlisted

[TommyG]

I have an OneWorld Reward Ticket from Qantas - two passengers – Departure 13-Mar-2023:
The booking was made in May 2022 with the following itinerary and received an eticket after 10 days with all flights confirmed:

1. Syd to Mel – Qantas (QF)
2. Mel to Tokyo – Japan Airline (JL)
3. Tokyo to Osaka - Japan Airline (JL)
4. Tokyo to Kuala Lumpur - Malaysia Airlines (MH)
5. Kuala Lumpur to Sydney - Malaysia Airlines (MH)

In Aug-2022, I notices the schedule changed on the JL flights and confirmed with Qantas with the new schedule.
After a few days, flight 5 from Kuala Lumpur to Sydney (MH141) disappeared from the booking

I contacted Qantas 13 13 13 Customer hotlines many times, and I been told the OneWorld Seat from Kuala Lumpur to Sydney (MH141) has been re-instated, then Qantas issued the new e-ticket on 22-Dec-2022 start with 081- and confirmed by royal jordanian website

Upon checking the flight status, I notice Kuala Lumpur to Sydney (MH141) status is showing as “WAITLISTED”.

Since 22-Dec-2022, I made 30+ phone calls between Qantas and Malaysia Airlines regards to MH141 and the status still shows as “WAITLISTED”.

Malaysia Airlines is cleanly informed me that due to Qantas did not ticketed on time,the seat got released and been booked, therefore, the seat for MH141 is NOT guaranteed and the availability will be subject to cancellation from another Reward seat passengers.

The Qantas Customer service hotline 1300 659 161 advised me the booking is confirmed and I am guaranteed on MH141 as they received the reinstatement from MH, but the seat will NOT confirmed until I am arrived in Kuala Lumpur airport in Malaysia. Qantas is not able to send me the confirmation email but the conversation will be noted under the remarks section in the booking for MH reference.

Should I believe Qantas advice and try my luck in KUL or should I keep chasing both airlines?Appreciate for any of suggestions or advise on how I should deal with this situation

 

[TommyG]

I also raise a ticket from Airline Customer Advocate (ACA) on 14-Dec and I been told ACA still waiting for initial response from Qantas as of 02-Feb.
I filed a complaint from Qantas website and only response received is advised me to contact customer service hotline

 

[Mwenenzi]

Malaysia Airlines is cleanly informed me that due to Qantas did not ticketed on time,the seat got released and been booked, therefore, the seat for MH141 is NOT guaranteed and the availability will be subject to cancellation from another Reward seat passengers.

Sadly just another case of QF failing to re-ticket a change so the reservation falls away. You are just one of many with this situation.
Do you have a new e-ticket? Checkmytrip and Qatar QR manage booking may give some into if you input the e-ticket number.
From

Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

Over the past year or so, many Qantas Frequent Flyer members have lost their Classic Flight Reward bookings for travel on partner airlines due to Qantas' failure to get the bookings ticketed (or re-issued) on time. This is something AFF has been in regular contact with Qantas about over recent...

www.australianfrequentflyer.com.au

Qantas Fixes Ongoing Reward Flight Ticketing Failures

Qantas is taking concrete steps to ensure Classic Flight Reward tickets are issued and re-issued correctly in the future.

www.australianfrequentflyer.com.au

email to [email protected].

Do you have any QF status?
But keep trying by phone. Everyday or more. With luck you may get through to QF Hobart. The other QF off shore call centres are less capable from other reports on AFF.
But if MH do not have award availability not much QF can do. With 2 passenger don't like your chances.
At least is the last leg. QF could open up SIN-SYD if pushed very hard

Good luck.

 

[TommyG]

Sadly just another case of QF failing to re-ticket a change so the reservation falls away. You are just one of many with this situation.
Do you have a new e-ticket? Checkmytrip and Qatar QR manage booking may give some into if you input the e-ticket number.
From

Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

Over the past year or so, many Qantas Frequent Flyer members have lost their Classic Flight Reward bookings for travel on partner airlines due to Qantas' failure to get the bookings ticketed (or re-issued) on time. This is something AFF has been in regular contact with Qantas about over recent...

www.australianfrequentflyer.com.au

Qantas Fixes Ongoing Reward Flight Ticketing Failures

Qantas is taking concrete steps to ensure Classic Flight Reward tickets are issued and re-issued correctly in the future.

www.australianfrequentflyer.com.au

email to [email protected].

But if MH do not have award availability not much QF can do. With 2 passenger don't like your chances.

Do you have any QF status?
But keep trying by phone. With luck you may get throught to QF Hobart. The other QF off shore call centres are less capable from other reports on AFF .

Good luck.

Thanks Mwenenzi,
Yes, I had checked all the websites including royal jordanian, checkmytrip and Qatar.
All websites indicated a new Ticket start with 081- is available with MH141 status shown WaitListed.
No Qantas status and all issues emailed to the Qantas rewards escalation email

Is there a way that I can see the notes in the PNR remarks section left by Qantas?
I am interested to understand why the re-instate is completed, a new eticket issued but the seat still Waitlisted.
Is it possible? Should I just trust Qantas that I will get a seat in KUL on my way home?

 

[TommyG]

Sadly just another case of QF failing to re-ticket a change so the reservation falls away. You are just one of many with this situation.
Do you have a new e-ticket? Checkmytrip and Qatar QR manage booking may give some into if you input the e-ticket number.
From

Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

Over the past year or so, many Qantas Frequent Flyer members have lost their Classic Flight Reward bookings for travel on partner airlines due to Qantas' failure to get the bookings ticketed (or re-issued) on time. This is something AFF has been in regular contact with Qantas about over recent...

www.australianfrequentflyer.com.au

Qantas Fixes Ongoing Reward Flight Ticketing Failures

Qantas is taking concrete steps to ensure Classic Flight Reward tickets are issued and re-issued correctly in the future.

www.australianfrequentflyer.com.au

email to [email protected].

Do you have any QF status?
But keep trying by phone. Everyday or more. With luck you may get through to QF Hobart. The other QF off shore call centres are less capable from other reports on AFF.
But if MH do not have award availability not much QF can do. With 2 passenger don't like your chances.
At least is the last leg. QF could open up SIN-SYD if pushed very hard

Good luck.

I also pushing Qantas to open up Tokyo to Syd, it is operating by QF, the answer is NO because MH already re-instated the seat and I am guaranteed on MH141 according to Qantas customer service and the behind the scenes Ticketing department

 

[Mwenenzi]

So KUL is only a transit and not a stopover?

 

[TommyG]

So KUL is only a transit and not a stopover?

KUL is a stopover of 7 days at present, and I told Qantas that happy to stay in Japan for 7 more days for Qantas’ direct flight. I am returning on Easter Sunday but can be flexible.
No is the answer from Qantas as per my previous post

 

[TommyG]

I just don’t understand why I have a new 081 tickets next to all my flights with the PNR status shows Confirmed (according to the Qatar QR manage, but MH141 shows Waitlisted. Is it possible?

Is there a way that I can see the notes in the PNR remarks section left by Qantas?

Thanks everyone for helping

 

[algae]

Use Check my trip. It will show you the e-ticket number for each individual flight. Check the MH flight on there, see if you have an e-ticket

 

[TommyG]

Use Check my trip. It will show you the e-ticket number for each individual flight. Check the MH flight on there, see if you have an e-ticket

Thanks algae, confirmed eticket on every individual flight via multiple sites, but MH141’s status still shows as WaitListed

 

[algae]

Thanks algae, confirmed eticket on every individual flight via multiple sites, but MH141’s status still shows as WaitListed

Well thats interesting. I'm not actually sure about that situation

 

[TommyG]

Went to MH service desk in Sydney airport today and the lady tell me as long as Qantas issued the ticket, MH will get me back home, in any unlikely event if not on Easter Sunday it will be in next days or two. The lady from MH told me don’t worry about the MH141 flight status.

A complete different answer to MH’s call centre.
Who should I believe?

 

[bam71]

May I suggest the MH staff rep would say that to get you off their case. They can’t do anything about it anyway. If the flight is waitlisted, it’s waitlisted, currently with no guarantee of getting a seat. What date is MH141 for?

 

[TommyG]

May I suggest the MH staff rep would say that to get you off their case. They can’t do anything about it anyway. If the flight is waitlisted, it’s waitlisted, currently with no guarantee of getting a seat. What date is MH141 for?

Thanks bam71, the information provided by Qantas are different from MH, Qantas says the flight is guaranteed but Seat is not. MF call centre suggested the flight is not guaranteed at all.
I am flying on Easter Sunday 09-Apr, but can be flexible

 

[TommyG]

Does any Qantas or MH rep from the forum can help or provide some insight?

 

[pjm99au]

I can’t answer your question and I suspect you will never get a definitive answer unless is shows as confirmed. The question I’d be asking myself is, given the conflicting advice, do I want to risk it and be trying to convince someone in KUL when I’m trying to checkin that all these different people said it would be ok. The answer would be a hard no for me.

 

[get me outta here]

Does any Qantas or MH rep from the forum can help or provide some insight?

Sadly, no reps afaik on AFF now.

 

[bam71]

Expertflyer is showing seats for sale on MH141, so there is a chance they MAY convert a paid seat into a FF seat. On the other hand there is availability vie DPS using JQ back on that date …..

 

[TommyG]

I can’t answer your question and I suspect you will never get a definitive answer unless is shows as confirmed. The question I’d be asking myself is, given the conflicting advice, do I want to risk it and be trying to convince someone in KUL when I’m trying to checkin that all these different people said it would be ok. The answer would be a hard no for me.

Thanks pjm99au, the current Plan B is travelling as the plan and when I arrived at KUL, I can ask the questions to MH rep in KUL, if the answer is refused boarding, at least I will have 7 days (3 working date) to call QF or MH to sort this out.
The worst case is getting a paid or FF ticket with either MH or SIN back to Syd on Economy.
Just getting very annoyed with this situation as it is clearly not my fault.

 

[TommyG]

Expertflyer is showing seats for sale on MH141, so there is a chance they MAY convert a paid seat into a FF seat. On the other hand there is availability vie DPS using JQ back on that date …..

Thanks again, the FF seat is Business and it gives me less chance for MH to convert a paid seat.
On other hand, I do push QF to open up either FF or Paid ticket from Tokyo to Syd on 09-Apr, so I don’t need to “transit” in KUL for 7 days.
QF already says NO to changes, according to Qantas customer service and the behind the scenes Ticketing department, MH already re-instated the seat and I am guaranteed on MH141. Qantas rep says it is why a new ticket get issued on 22-Dec because the reinstatement is completed by MH.
Of course, it is a different story from MH