Oneworld Classic Flight Reward Discussion - The Definitive Thread

[Warragul]

This is incorrect. Booked flights cannot be linked.

In this scenario agreed, 100% but this is what I've been told by call centre staff. I think what they mean by linked is include a comment in each booking referring to the other and the connecting nature if their itineraries. Doesn't create any obligation for the airline to do anything in the event of delay etc.

If a booking has travel on say QF & AA, there would be a separate AA booking/reloc to the QF one as AA is hosted on a different system to QF. Technically, these bookings are said to be linked.

 

[motef]

In this scenario agreed, 100% but this is what I've been told by call centre staff. I think what they mean by linked is include a comment in each booking referring to the other and the connecting nature if their itineraries. Doesn't create any obligation for the airline to do anything in the event of delay etc.

If a booking has travel on say QF & AA, there would be a separate AA booking/reloc to the QF one as AA is hosted on a different system to QF. Technically, these bookings are said to be linked.

That’s incorrect.

All flights are booked by Qantas and contained within one PNR issued by and managed by Qantas as the booking carrier. The carrier operating the flight and any booking in that carriers system is technically irrelevant in the OWA.

 

[JohnM]

Thanks that sounds like the best tip on this topic. Hopefully assist with confusion at the booking operator end

Exactly this issue has come up repeatedly - and I mean repeatedly - on this thread. I've given up clarifying it.

But I just knew @Captain Halliday would have more stamina than me.

Peeps must stop referring to a OWA as RTW. It is no wonder the agents get confused and frustrated when peeps phone up.

 

[Warragul]

That’s incorrect.

All flights are booked by Qantas and contained within one PNR issued by and managed by Qantas as the booking carrier. The carrier operating the flight and any booking in that carriers system is technically irrelevant in the OWA.

From a booking/ ticketing view perhaps. When travelling, checking in on AA without their reloc would be problematic.

 

[motef]

From a booking/ ticketing view perhaps. When travelling, checking in on AA without their reloc would be problematic.

Yes but that has nothing to do with the original question which was about booking.

 

[Captain Halliday]

But I just knew @Captain Halliday would have more stamina than me.

Mrs H calls it “stubborn”, but I’ll let her know it has been independently and impartially assessed as “stamina”.

 

[MEL_Traveller]

Peeps must stop referring to a OWA as RTW. It is no wonder the agents get confused and frustrated when peeps phone up.

I don’t think it would make a jot of difference. Most agents have been so poorly trained they have barely any idea what they’re doing

 

[Mr_Tee]

I don’t think it would make a jot of difference. Most agents have been so poorly trained they have barely any idea what they’re doing

All the more important reason for going to the agents with the correct terminology. If the caller is confused and using the incorrect terminology to the agent then what hope does a poorly trained agent have - "garbage in - garbage out". Then when it all turns to custard over the phone and the agent becomes more confused and flustered and hangs up on the caller to escape the drama - the caller goes ballistic because they were "treated so poorly by the agent" when in fact they went into the call without knowing themselves what they were talking about or asking for.

It's a bit like walking into a fruit shop and asking the shop assistant for "some fruit" - the shop assistant offers you an orange - you then shout at the shop assistant because what you actually wanted was an apple and they stuffed things up on you. Apples and oranges are both fruit right? How could the shop assistant ever get this wrong??

 

[SydneySwan]

It's a bit like walking into a fruit shop and asking the shop assistant for "some fruit" - the shop assistant offers you an orange - you then shout at the shop assistant because what you actually wanted was an apple and they stuffed things up on you. Apples and oranges are both fruit right? How could the shop assistant ever get this wrong??

 

[Mr H]

All the more important reason for going to the agents with the correct terminology. If the caller is confused and using the incorrect terminology to the agent then what hope does a poorly trained agent have - "garbage in - garbage out". Then when it all turns to custard over the phone and the agent becomes more confused and flustered and hangs up on the caller to escape the drama - the caller goes ballistic because they were "treated so poorly by the agent" when in fact they went into the call without knowing themselves what they were talking about or asking for.

It's a bit like walking into a fruit shop and asking the shop assistant for "some fruit" - the shop assistant offers you an orange - you then shout at the shop assistant because what you actually wanted was an apple and they stuffed things up on you. Apples and oranges are both fruit right? How could the shop assistant ever get this wrong??

I agree that using incorrect terminology will not lead to the right outcome, but the point here is that mentioning OWA will also likely lead to confusion. The agents do not know the rules and have a habit of hanging up when they feel out of their depth. If you want a fruit analogy, it would be like asking for citrus sinensis fruit and wondering why you are told they haven't got any when you can see it in front of you.

 

[MelbFlyer]

Possibly book the sectors you can online and then call to add the remaining ones ?

Not that easy unfortunately, as 90% of the time, the agent can't see the reward seats we can see online.

I've also called up 100+ times and get the same or similar response each time:
- We can't see the reward seats you see online
- Those reward seats are for new bookings only
- There are no reward seats available (yet as I'm on the phone, I can see them online)
- You may be able to get through to the final step of the booking, but it may / will crash before payment is able to be finalised

etc etc.

I understand wanting to maximise points via a OWA (by adding more and more flights to an already capped itinerary), but sometimes it's just too bloody difficult with Qantas agents.

If only reward bookings could be changed online - that would be a miracle.

Not all of us are Platinum and have the privilege of getting through to Hobart.

 

[SydneySwan]

If only reward bookings could be changed online - that would be a miracle.

That would be nirvana and utopia rolled into one. However with Qantas IT budget around $10 per annum it is never going to happen.

 

[DC3]

… Those reward seats are for new bookings only …

But this is a new flight booking. A new flight is to be added to the itinerary.

 

[gfraser]

Could someone please advise the email address of the executives who can help , when Customer Care or CSA can,t or won’t help?

 

[Mr H]

Could someone please advise the email address of the executives who can help , when Customer Care or CSA can,t or won’t help?

What is the issue? I would be wary of burning this option if other options exist or if you are looking for something that is not possible.

 

[gfraser]

What is the issue? I would be wary of burning this option if other options exist or if you are looking for something that is not possible.

I have been trying to get a refund since January. Calling 131313 say to contact Customer Care and an email from CC say to call 131313. There have been numerous calls to 131313 and several emails to CC .
The most recent reply which stinks:

“Thank you for taking the time to contact Qantas Customer Care.
We believe a great journey starts with a great booking experience, You have every right to expect skilled and capable service from our team, so we are very concerned to read your feedback, advising us of the service provided.

Upon checking your booking reference number ******** is a pre-travel booking, therefore, for further assistance please coordinate directly with our Reservations Team on 13 13 13. We understand that you have contacted our consultants already, however, kindly be advised that they are the right department to get in touch with.

While we understand that this is not the response that you had anticipated, we regret that we cannot take any further action.

We are sorry that this outcome cannot be more favourable and trust that you will understand our position on this issue.”

 

[Daver6]

I have been trying to get a refund since January. Calling 131313 say to contact Customer Care and an email from CC say to call 131313. There have been numerous calls to 131313 and several emails to CC .
The most recent reply which stinks:

“Thank you for taking the time to contact Qantas Customer Care.
We believe a great journey starts with a great booking experience, You have every right to expect skilled and capable service from our team, so we are very concerned to read your feedback, advising us of the service provided.

Upon checking your booking reference number ******** is a pre-travel booking, therefore, for further assistance please coordinate directly with our Reservations Team on 13 13 13. We understand that you have contacted our consultants already, however, kindly be advised that they are the right department to get in touch with.

While we understand that this is not the response that you had anticipated, we regret that we cannot take any further action.

We are sorry that this outcome cannot be more favourable and trust that you will understand our position on this issue.”

If you're actually entitled to a full refund and paid with your credit card, just call your credit card company and initiate a charge back.

 

[yaksha98]

Not that easy unfortunately, as 90% of the time, the agent can't see the reward seats we can see online.

I've also called up 100+ times and get the same or similar response each time:
- We can't see the reward seats you see online
- Those reward seats are for new bookings only
- There are no reward seats available (yet as I'm on the phone, I can see them online)
- You may be able to get through to the final step of the booking, but it may / will crash before payment is able to be finalised

etc etc.

I understand wanting to maximise points via a OWA (by adding more and more flights to an already capped itinerary), but sometimes it's just too bloody difficult with Qantas agents.

If only reward bookings could be changed online - that would be a miracle.

Not all of us are Platinum and have the privilege of getting through to Hobart.

I totally get it... I'm also a lowly Bronze and have experienced all of the above with my upcoming OWA. Through sheer perseverance, I've managed to get find an itinerary positioning in Asia for a trip this year and then again in 2024.

Alas, the only way for what the OP wanted to do is the messy method of booking online before calling to add the remaining segments.

 

[Mr H]

If you're actually entitled to a full refund and paid with your credit card, just call your credit card company and initiate a charge back.

Agreed. A slow refund is a matter for a credit card refund or a small claims court. Emails to executives would be appropriate when someone’s about to lose their dream holiday because of ticketing incompetence and if/when the escalations team has been unable to fix it.

 

[gfraser]

Agreed. A slow refund is a matter for a credit card refund or a small claims court. Emails to executives would be appropriate when someone’s about to lose their dream holiday because of ticketing incompetence and if/when the escalations team has been unable to fix it.

This is an adjustment of taxes and charges ( in my favour ) after changes have been made inJanuary to a OWA for Aug this year.
What would you do considering my comments on 14343?