Problems with a CX sector on a Oneworld around the world award booking

[pn1]

I've got an upcoming round the world Oneworld 140,000 point award booking (made through Qantas in December 2017).
One of the sectors (a Cathay Pacific flight [CX288 from Frankfurt to Hong Kong]) apparently "fell out" of the system even though my Qantas E ticket and receipt says everything is confirmed.
It was quite by chance that this problem was discovered. Qantas advises me it's an internal issue - the Qantas and Cathay Pacific systems "talking" to each other.
Apparently the only way Qantas can resolve the issue is by emailing Cathay Pacific - and asking me to call back to "see how things are going"! This has been going on for more than two weeks!
I depart from Australia next week. The CX flight concerned isn't until October. But I am somewhat concerned because everything else is booked.
I wonder if anyone else has had a similar experience and how it was resolved.

 

[ozbeachbabe]

Usually airlines have their own internal helpdesks so they can speak to each other about issues so I find it a bit odd that they can't just call up CX and get it sorted asap. Is "fell out" parlance for the CX flight being cancelled in error I wonder?

Call QF again and tell them you need to get it sorted today as it's urgent and you want to get everything sorted as soon as possible before you go.

If they still insist they need to email CX maybe send a private message to CX on Facebook or Twitter with your pnr and tell them the flight number that needs to be reinstated?

 

[NM]

When I have heard of this sort of thing happening in the past, it has been due to delays in issuing the ticket or delays in CX receiving the ticket details. They "hold" the reservation for a short period and if no ticket number is associated with the reservation they just cancel it. And in most cases there is a problem because reinstating the flight can't be done since they is no longer any award availability. CX is likely to deny responsibility, claiming that QF did not correctly issue the ticket or failed to provide them the ticket details in time, and then they refuse to release further award inventory on the flight.

But if you have an eticket receipt then that implies the ticket was actually issued so it should remain as a QF problem to resolve. It is much worse if the ticket has not yet been issued as there is very little QF or CX can/will do to resolve it. With an issued ticket, QF should accept responsibility to get you to your ticketed destination somehow.

Good luck and let us know how you get on.

 

[vetrade]

Do you by chance have a connecting CX flight from HKG back to Australia? If you do, you might be a victim of the CX "married segments" problem many people have run into where CX might have reward availablity on two flights connecting in HKG but doesn't allow booking of both of them as connecting flights unless they are more than 24 hours apart i.e. a stopover rather than a transit.

We had an issue a few years back - we booked a 280K RTW through QF which included a transit through HKG on CX flights on our way back to Aus. I booked these flights by phone and initially all sectors seemed to be locked in without any problem but quite a while later one of the sectors through HKG dropped off our booking just like has happened to you. It took QF a while to realise CX had cancelled one segment without telling them or me. Actually I think the fault lay with the QF call centre.

In our case there was no other CX reward availability to get around the problem so eventually QF found us QF flights from HKG back to MEL via BNE

 

[pn1]

I spent two hours this afternoon speaking with the Qantas agent (based in Cape Town).

The end result was that Qantas are still waiting for confirmation from Cathay Pacific of my flight from Frankfurt to Hong Kong.

Apparently, when (?) this confirmation is received I will get an email from Qantas.

If it is not confirmed, I've been asked to contact Qantas in Auckland after I arrive in Germany on 21 September.

The agent said Qantas would then re-book me on an alternative flight. The mind boggles about waiting for two hours on the phone in Germany. I arrive in Berlin via BA on 21 September and depart, supposedly, on CX (288) on 2 October.

It is very frustrating. I have a Qantas E ticket issued on 12 December 2017 saying all of my flights are confirmed. The "manage your booking" section on the Qantas says the same.

The only reason I discovered the problem was when I went into the website about three weeks ago to check the details as part of my pre-holiday planning. Otherwise the anomaly may not have been discovered?

My situation seems very similar to NM. I wonder how common my experience or similar has been among members of the AFF community? It's rather frustrating feeling for a 68 year old senior (as I am) to be leaving next Monday (first stop my daughter's wedding in California!) knowing that I'm on something of a wing and a prayer for a vital segment of my itinerary (that I understood was confirmed). I've been told I tend to worry a bit too much. Hopefully my worries on this occasion are unfounded.