Oneworld Classic Flight Reward Discussion - The Definitive Thread

[Oubline]

Is the ‘ticket total for all passengers’ line on the PDF e tickets received with these awards an accurate reflection of the total taxes and fees paid? On my latest e ticket (after making the most recent change), it says $1,700 for both passengers but when I add up the total that I have actually been charged on my card across the changes I have made, it comes to over $2,000.

Just wondering if I’m missing something before I call Qantas and ask them.

 

[flyingchicken]

Hi Team *is someone PLEASE able to run their eye over the below for me before I go insane. I've been fighting with Qantas for over two days, over multiple formats. I just want to make sure I'm not missing something.

I have the following booked
Stopover one: DBO-SYD-HKG-DEL
Stopover two: DEL-DOH-AMM
Stopover three: AMM-CAI
Stopover four: CAI-AMM-FCO
Stopover five: FCO-DOH-JFK-DFW-CUN
Home: CUN-PHX-LAX-SYD-DBO

I want to add the bold underlined flights
After being told there's no availability (there is), there are 8 stopovers (there's 5), theres also 16 sectors as needed, now they are saying they are absolutely NOT able to add the return SYD-DBO flight or it changes from a Oneworld Award, and they want to charge me over ONE MILLION points extra (500+k pp). They have arranged to organise the rest for me and said they'll follow up but its likely I'll have to pay for that last flight myself. Can ANYONE see why this would be the case???

I tried telling them the OWA will calculate back to the origin point anyway so it can't possibly be miles that is pushing us over the edge for that final flight (the circle mapper said around 33,000 can't remember exactly now). It is possible that because the LAX flight technically arrives two days later in Aus that the OWA itinerary system is having difficulties? Thus classing the leg as a 6th stopover even though it leaves within 24hrs of the LAX-SYD flight landing?

Otherwise I've got nothing...

 

[Captain Halliday]

Hi Team *is someone PLEASE able to run their eye over the below for me before I go insane. I've been fighting with Qantas for over two days, over multiple formats. I just want to make sure I'm not missing something.

I have the following booked
Stopover one: DBO-SYD-HKG-DEL
Stopover two: DEL-DOH-AMM
Stopover three: AMM-CAI
Stopover four: CAI-AMM-FCO
Stopover five: FCO-DOH-JFK-DFW-CUN
Home: CUN-PHX-LAX-SYD-DBO

I want to add the bold underlined flights
After being told there's no availability (there is), there are 8 stopovers (there's 5), theres also 16 sectors as needed, now they are saying they are absolutely NOT able to add the return SYD-DBO flight or it changes from a Oneworld Award, and they want to charge me over ONE MILLION points extra (500+k pp). They have arranged to organise the rest for me and said they'll follow up but its likely I'll have to pay for that last flight myself. Can ANYONE see why this would be the case???

I tried telling them the OWA will calculate back to the origin point anyway so it can't possibly be miles that is pushing us over the edge for that final flight (the circle mapper said around 33,000 can't remember exactly now). It is possible that because the LAX flight technically arrives two days later in Aus that the OWA itinerary system is having difficulties? Thus classing the leg as a 6th stopover even though it leaves within 24hrs of the LAX-SYD flight landing?

Otherwise I've got nothing...

Are they claiming you’re breaking the rule about city/country of departure:


A Classic Flight Reward Itinerary must contain no more than one departure from the city or country of first departure on that Itinerary.

Perhaps they’re claiming the second ”departure” from SYD is a breach? FWIW I don’t think you are.

Alternatively, have you asked them which term you’ve breached?

 

[flyingchicken]

Are they claiming you’re breaking the rule about city/country of departure:


A Classic Flight Reward Itinerary must contain no more than one departure from the city or country of first departure on that Itinerary.

Perhaps they’re claiming the second ”departure” from SYD is a breach? FWIW I don’t think you are.

Alternatively, have you asked them which term you’ve breached?

Yeh I've asked them quite blunty and on a number of occasions to explain to me why they are getting an error and they refuse to acknowledge my request - they just keep saying it brings about an error and I'll have to deal without it...

Thanks for the validation though.

 

[Captain Halliday]

Yeh I've asked them quite blunty and on a number of occasions to explain to me why they are getting an error and they refuse to acknowledge my request - they just keep saying it brings about an error and I'll have to deal without it...

Thanks for the validation though.

Obviously this might be a HUACA situation.

The other thing I suggest if they won’t tell you the term you’ve breached it to ask them sequentially a specific question for each rule. Eg. Can you please tell me to total mileage? Can you please tell me the number of sectors in the booking?

That might help narrow down where the problem is.

 

[flyingchicken]

Obviously this might be a HUACA situation.

The other thing I suggest if they won’t tell you the term you’ve breached it to ask them sequentially a specific question for each rule. Eg. Can you please tell me to total mileage? Can you please tell me the number of sectors in the booking?

That might help narrow down where the problem is.

Thanks Captain,

I planned to call them on Sunday following a headache on Saturday, but then didnt expect their call centre to be closed. I'm just a bronze so I dont have any access to premium chats.

Often I avoid calling on the phone because I'm at work all day and can't spend hours on the phone teaching them their own rules. Therefore im always using SMS, webchat or twitter. But I think a phone call today is necessary...

 

[exceladdict]

Thanks Captain,

I planned to call them on Sunday following a headache on Saturday, but then didnt expect their call centre to be closed. I'm just a bronze so I dont have any access to premium chats.

Often I avoid calling on the phone because I'm at work all day and can't spend hours on the phone teaching them their own rules. Therefore im always using SMS, webchat or twitter. But I think a phone call today is necessary...

The most understandable person I've had was at about 10pm Perth time - kiwi accent I think - but then we had a bunch of tax issues.

Some others have had success at early hours eastern time. Perhaps an early morning, strong coffee and call before work would do the trick?

Agree with others' suggestion to diagnose the problem. You could always ask them to make the changes piecemeal and "see if the system likes it".

lastly, I have encountered ghost availability on QF before, so I wouldn't rule it out that they might be genuine in suggesting it's not there. Could be on a hold if you or someone else has taken the route to the checkout page.

 

[flyingchicken]

The most understandable person I've had was at about 10pm Perth time - kiwi accent I think - but then we had a bunch of tax issues.

Some others have had success at early hours eastern time. Perhaps an early morning, strong coffee and call before work would do the trick?

Agree with others' suggestion to diagnose the problem. You could always ask them to make the changes piecemeal and "see if the system likes it".

lastly, I have encountered ghost availability on QF before, so I wouldn't rule it out that they might be genuine in suggesting it's not there. Could be on a hold if you or someone else has taken the route to the checkout page.

What number do you call them on to get them so late? Perhaps I'm calling the wrong number. I'll give the 10pm attempt a try

 

[DC3]

... at about 10pm Perth time - kiwi accent I think ...

What number do you call them on to get them so late? Perhaps I'm calling the wrong number. I'll give the 10pm attempt a try

Time difference between the two is probably 5 hours. Not sure when Kiwis start work, but be aware that South Africa and the Philippines never sleep. HUACA works for me.

Oz Call Centre starts by around 6.30am, or so. Same phone number for all. Luck of the draw. NZ and Oz works well for me.

 

[Jacques Vert]

Is the ‘ticket total for all passengers’ line on the PDF e tickets received with these awards an accurate reflection of the total taxes and fees paid? On my latest e ticket (after making the most recent change), it says $1,700 for both passengers but when I add up the total that I have actually been charged on my card across the changes I have made, it comes to over $2,000.

Just wondering if I’m missing something before I call Qantas and ask them.

IME, that line reflects the taxes & surcharges for the latest change/addition; not the total of all payments.

 

[Oubline]

IME, that line reflects the taxes & surcharges for the latest change/addition; not the total of all payments.

Thanks! Yeah that’s what I thought too.. which to me means that if my last ticket is costed at that amount, that I should be due a refund as I’ve paid more than that.

 

[flyingchicken]

Hey guys *UPDATE*

So I've been on the phone to Qantas (approx 5 am) this morning after three more failed attempts to get in touch. The guy was from SA, but was reasonably helpful. Originally tried to charge the full extra points but when I queried it he went away to investigate. Apparently there are notes on my file now, so HUACA may not really work for me anymore?

He said there is no resolution but the Auckland team are still working on it (SYD-DBO flight interrupting the Oneworld Award) and will get back to me in 24hrs. When I asked if I should just book and pay for the rest he said that he wouldn't recommend it, instead to just wait for the feedback from the Auckland office before making the final decision. He said someone with knowledge about the award and my case will be the one to ring me back. Fingers crossed.

I also stressed with him the importance of ticketing. He assured me my original flights are still ticketed as before so I won't lose them. Even though all the new flights have now popped up on my qantas app too.

...Thoughts?

 

[exceladdict]

Hey guys *UPDATE*

So I've been on the phone to Qantas (approx 5 am) this morning after three more failed attempts to get in touch. The guy was from SA, but was reasonably helpful. Originally tried to charge the full extra points but when I queried it he went away to investigate. Apparently there are notes on my file now, so HUACA may not really work for me anymore?

He said there is no resolution but the Auckland team are still working on it (SYD-DBO flight interrupting the Oneworld Award) and will get back to me in 24hrs. When I asked if I should just book and pay for the rest he said that he wouldn't recommend it, instead to just wait for the feedback from the Auckland office before making the final decision. He said someone with knowledge about the award and my case will be the one to ring me back. Fingers crossed.

I also stressed with him the importance of ticketing. He assured me my original flights are still ticketed as before so I won't lose them. Even though all the new flights have now popped up on my qantas app too.

...Thoughts?

I know it's not in writing, but if he has told you the original flights are still ticketed, then you can at least fall back on that.

I'd wait up to 24hrs for the callback and hope it comes when you're available to answer the phone!

 

[DC3]

Just generally, complacency can lose bookings. Having said that, QF, and maybe AA, should be less of an issue.

I can not imagine why the NZ team would still be working on a ‘solution’. Maybe, but possibly no-one is looking into it. Sometimes these things get lost in the system. What time is it in NZ at the moment? Probably mid-day?

Not being alarmist, but I’ve found that you can never phone too often.

At least you still have ticketing for part of the itinerary, it seems.

Edit: I’d be inclined to let SYD-DBO slide for a while (if that’s the issue) and get the rest finalised.

Also, I have found that trying to argue a point with the Call Centre is a waste of time (because I am dealing with the wrong person. The problem is finding the right one)

 

[flyingchicken]

Just generally, complacency can lose bookings. Having said that, QF, and maybe AA, should be less of an issue.

I can not imagine why the NZ team would still be working on a ‘solution’. Maybe, but possibly no-one is looking into it. Sometimes these things get lost in the system. What time is it in NZ at the moment? Probably mid-day?

Not being alarmist, but I’ve found that you can never phone too often.

At least you still have ticketing for part of the itinerary, it seems.

Edit: I’d be inclined to let SYD-DBO slide for a while (if that’s the issue) and get the rest finalised.

Also, I have found that trying to argue a point with the Call Centre is a waste of time (because I am dealing with the wrong person. The problem is finding the right one)

So true. I agree on all accounts. It makes me uneasy leaving it to them to 'follow up'.

I definately thought the same re letting the last flight slide. But the last two people I spoke with didn't want to go with that option even after I queried it and told them I was prepared to book those while we wait. Following my post I went back and did webchat to allay my concerns. That guy said the issue is with the 'pricing' from another oneworld carrier, and they are just waiting on a return email from them before the itinerary can be properly priced and ticketed.

But he said that I definately still had my original bookings and "rest assured that the 6 remaining flights will be added to your ticket."

I'll be ringing back tomorrow morning if I haven't heard from them and let you know the outcome.

 

[DC3]

... That guy said the issue is with the 'pricing' from another oneworld carrier, and they are just waiting on a return email from them before the itinerary can be properly priced and ticketed ...

Just to add that my ticketing delays have only ever been as a result of omissions/errors in Call Centre data entry. Now I won’t even let an hour go by without eticket arrival. Then, on phoning back, another CSO discovers the problem, corrects it, and within minutes the eticket arrives. This has happened on multiple occasions.

Also, a CSO advised me that there are some carriers who are known to cancel their segments within two hours if ticketing is not completed.

Hope it all works out, although the delay is a worry, but you are aware of that.

 

[Maki]

Thank you very much for the reply and the tips! I've managed to book SYD-NRT-JFK-HND all on JAL. The return leg from Tokyo to Sydney is still TBC as waiting to confirm lenghth of stay and points. But initial search over a number of days resulted in limited choices (mostly Jetstar!!)It's 5 months away, so hoping for the best. I'll post an update to the group as soon as I get the flight confirmed.
Cheers
Maki

************
And two months later I'm still chasing a flight from Japan to Sydney. One of the (only) options that has J seats available is JAL on either HND-PVG or KIX-PVG and then onwards on QF130 PVG-SYD. One thing I read online on different forums and that leaved me puzzled is transit in PVG. Some posts mention that when transiting through PVG you had to collect your luggage and then check in again for your next flight? Is that true? Is that only the case when you arrive/depart from different Terminals? Any recent experiences with transiting through PVG? And anyone flew QF130 recently, what was their experience?

Thank you.

 

[Cerveza]

Hi all I've been reading through this forum for quite some time and slowly planning my OWA J redemption. Plan is to travel in April 2021 with my wife and son who will be 18 months old at the time.

The plan is do the following:

SYD - SIN
SIN - LHR
LHR - YYZ
YYZ - JFK - will likely drive down and not include in award
JFK - HKG
HGK - SYD

Taxes look to be around $1,300 per person which isn't too bad. Although we could do CDG to YYZ to avoid the LHR airport taxes, it wouldn't be worth it once we add in the additional cost to get down to CDG and then the added stopover in LHR anwyay on the way to YYZ!

I've been looking for alternate routes to come back home from JFK to SYD but HKG looks to be the best option unless I can find availability through another US city. Aim would be to find flights with the least amount of flying time given we will be travelling with an 18 month old...

Would love to hear any feedback or other possible suggestions on my proposed itinerary! Cheers!

 

[Jacques Vert]

Thanks! Yeah that’s what I thought too.. which to me means that if my last ticket is costed at that amount, that I should be due a refund as I’ve paid more than that.

No refund, I'm afraid you have misunderstood my post.

Perhaps I should have said: 'that line only reflects the taxes & surcharges for the latest change/addition; not the total of all taxes and surcharges'.

Put another way, if you add up that line from each variation of your ticket, that is the total taxes and surcharges you have paid.

Clear as mud.

 

[Jacques Vert]

************
And two months later I'm still chasing a flight from Japan to Sydney. One of the (only) options that has J seats available is JAL on either HND-PVG or KIX-PVG and then onwards on QF130 PVG-SYD.

Have you looked at transiting via KIX or MNL? Depending on your travel dates, you may have better luck there.