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

 

[RichardMEL]

Honestly a flight listed as WL means one's booking on that flight is NOT guaranteed. Anyone who says it's fine is, to my way of thinking, not corect (I won't use the l word, as it could be an honest misconception). I'm not sure how QF can claim a seat that is not Confirmed as being "guaranteed" either - even more so from a partner. I wouldn't trust that advice either.

Having said that I'm not sure what your recourse is tbh. Perhaps contact the specific email address in the other thread regarding resolution of the issue. I would not be comfortable with sitting on a sector showing as WL based on verbal reassurances from various sources (and sounds like you've gone to extreme efforts to get some sort of assurance here too - which you shouldn't have to).

I'd also be concerned given eastern travel being a peak demand time too. You may be flexible which is good, but seats may be hard to come by.

 

[TommyG]

Honestly a flight listed as WL means one's booking on that flight is NOT guaranteed. Anyone who says it's fine is, to my way of thinking, not corect (I won't use the l word, as it could be an honest misconception). I'm not sure how QF can claim a seat that is not Confirmed as being "guaranteed" either - even more so from a partner. I wouldn't trust that advice either.

Having said that I'm not sure what your recourse is tbh. Perhaps contact the specific email address in the other thread regarding resolution of the issue. I would not be comfortable with sitting on a sector showing as WL based on verbal reassurances from various sources (and sounds like you've gone to extreme efforts to get some sort of assurance here too - which you shouldn't have to).

I'd also be concerned given eastern travel being a peak demand time too. You may be flexible which is good, but seats may be hard to come by.

Thanks RichardMel, totally agree with your point and I still chasing different parties on this matter, ACA and the new Qantas rewards escalation email are my last hope.
Plan B is booking a SIN to Syd as the QF FF flight departures at 10pm. If MH refused onboard MH141, I have 13 hrs travel from KUL to SIN. If MH141 is confirmed, the cost to cancel QF rewards booking from SIN is 12k in points

 

[TommyG]

After reading other posts about not receiving a response from the new Qantas rewards escalation email, I feel depressed and the ACA is also slow as well, 7 weeks after logging a ticket and still waiting for Qantas' initial response.

 

[TommyG]

Another day past, no news from both ACA nor Rewards Escalation email.
Just wondering if anyone else receive any feedback from the Qantas Rewards Escalation email?

 

[kangarooflyer88]

Honestly a flight listed as WL means one's booking on that flight is NOT guaranteed. Anyone who says it's fine is, to my way of thinking, not corect (I won't use the l word, as it could be an honest misconception). I'm not sure how QF can claim a seat that is not Confirmed as being "guaranteed" either - even more so from a partner. I wouldn't trust that advice either.

Agree with you here, if a booking isn't confirmed there are no assurances irrespective of what an agent says over the phone, especially if the agent has only received 2 hours of training before being put on calls which seems to be a common theme at Uncle Alan's House of Flying. Ideally, I would email the escalation team right now to get this sorted. Even if they aren't able to help you, you will at least have things in writing so that when you need to go up to the counter to buy a ticket, you can then go back to Qantas to get reimbursed for the expenses. Remember too that Australian consumer law isn't relevant for these flights as the Montreal convention applies for all international flights between signatory countries. In particular airlines are on the hook for up to $7000 USD in damages related to delays and cancellations in addition to the usual $1700 USD should they lose your bags!

Plan B is booking a SIN to Syd as the QF FF flight departures at 10pm. If MH refused onboard MH141, I have 13 hrs travel from KUL to SIN. If MH141 is confirmed, the cost to cancel QF rewards booking from SIN is 12k in points

Why reward Qantas for their incompetence on this matter? The fact that a segment isn't confirmed on your itinerary is a Qantas problem, not a you problem. They were the ones who agreed to transport you so they are the ones who have to sort this one out! In the worse case scenario if that segment is lost for good and QF doesn't want to rebook you, you can just buy those tickets and have QF reimburse you per the Montreal Convention, as simple as that!

 

[gojun]

@TommyG any updates from your side on this matter? Myself and another member on here are going through a similar issue.

 

[TommyG]

@TommyG any updates from your side on this matter? Myself and another member on here are going through a similar issue.

Finally ACA actioned on my case after 2.5 months waiting, new ticket issued straight away with all legs confirmed

 

[gojun]

Finally ACA actioned on my case after 2.5 months waiting, new ticket issued straight away with all legs confirmed

Did anyone from [email protected] ever get back to you? Guess I'll have to go through ACA as well by the sounds of it, will need a complaint number by the looks of it.

 

[TommyG]

Did anyone from [email protected] ever get back to you? Guess I'll have to go through ACA as well by the sounds of it, will need a complaint number by the looks of it.

Nothing from the Escalation email. It take me 5months resolve the issue, 2 months back and forward with Qantas including the lodge the form and getting a Qantas complaint number plus the waiting for ACA.
Good luck

 

[gojun]

Nothing from the Escalation email. It take me 5months resolve the issue, 2 months back and forward with Qantas including the lodge the form and getting a Qantas complaint number plus the waiting for ACA.
Good luck

My flight is in 3 months time, don't think I'll have enough time to go through ACA. Hm... I might have pester Qantas some more and ask them to escalate the issue. I'll give it a couple of days but I don't expect my ticket to change. I've checked on RJ and it says the flight is sold out and I am next in line, sigh.

Thanks for responding. Enjoy your trip.

 

[kangarooflyer88]

Finally ACA actioned on my case after 2.5 months waiting, new ticket issued straight away with all legs confirmed

It is surprising and frankly depressing that it takes the ACA to force an airline to honour the ticket they sold you. As much as I gripe about Air Canada, and Aeroplan, at least they have the power to fix issues when partners cancel segments even during COVID. In particular, I recall Air Canada buying me a United J ticket to replace a sector that their rebooking engine put together that was illegal (i.e. Toronto to Narita / Haneda to Sydney which during COVID was not allowed, at least for foreigners like myself).

As for others on the forum facing a similar issue, exercise the channels you have available to you. Use the escalation email, file a complaint with the ACA, call the contact centres. Most importantly keep a record of everything. If Qantas tells you the ticket is fine and you find out it isn't at the airport and have to buy a new ticket, that record will come back to bite them in the cough. Remember to that unlike domestic travel, for international travel you are protected with the Montreal Convention when your travel is between most countries. Whilst Uncle Alan and his minions may waffle around what their duty of care is to you after they sold you a ticket, the Montreal Convention makes it darn clear that if you are left stranded, it's the airline that picks up the tab.

-RooFlyer88