Qantas agent made typo in surname for J reward China Airlines reward. Help.

[nezbit]

Qantas agent made a single typo in one passenger's surname when booking a J Classic Reward (MEL to LHR via TPE) on CI.
Trying to get it resolved via Qantas Support results in "cancel the booking and rebook", which is unacceptable (and I doubt I'll find the same MEL to LHR classic reward). CI support refers me back to Qantas.

Thoughts on the best way to resolve?

 

[MEL_Traveller]

Qantas agent made a single typo in one passenger's surname when booking a J Classic Reward (MEL to LHR via TPE) on CI.
Trying to get it resolved via Qantas Support results in "cancel the booking and rebook", which is unacceptable (and I doubt I'll find the same MEL to LHR classic reward). CI support refers me back to Qantas.

Thoughts on the best way to resolve?

Depending on the mistake, you could be ok. IATA allows up to three letters error in the name, provided of course it’s not completely changing the name!

Qantas should fix this… but good luck these days getting anyone to understand you, or willing to help. they just refuse to escalate, or provide information.

 

[bullerdude]

They can change, but I suspect it will take quite some persistence to get it done. It is their mistake after all…

 

[tdimdad]

Since this is a QF reward booking, would this qualify for an escalation to the specialist team? If anyone at QF is capable fixing this easily, they'd be in this team or available to them.

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

 

[Quickstatus]

specialist team

Yes I appears to be a partner reward.

My beef is it should not need a specialist team to fix a simple mistakes but at Qantas it seems to be so.

@nezbit send an email to:
[email protected]

 

[CaptJCool]

It’s a NAME CORRECTION

https://www.qantas.com/agencyconnect/au/en/policies/service/service-request-policies/name-correction-and-name-change.html

The public policy for agents suggests it depends on if the ticket has issued or not

And there is potentially a fee

sorry the news isn’t any better

 

[MEL_Traveller]

It’s a NAME CORRECTION

https://www.qantas.com/agencyconnect/au/en/policies/service/service-request-policies/name-correction-and-name-change.html

The public policy for agents suggests it depends on if the ticket has issued or not

And there is potentially a fee

sorry the news isn’t any better

While the process may be the same, there should be no fees where the agent makes the mistake and not the passenger.

I think the rules show it’s entirely possible to fix the error. Just the call centre can’t be bothered to do it

 

[Danger]

Is this something a travel agent could assist with, even though it's an award ticket?

 

[I love to travel]

Is this something a travel agent could assist with, even though it's an award ticket?

No Qantas are the travel agent here so only they can change.

 

[Danger]

No Qantas are the travel agent here so only they can change.

Hmmm. That didn't seem to be an issue in this situation.

Nezbit, you may want to have a look at this post. Madrooster might be able to assist you, albeit probably at a cost<redacted>.

 

[nezbit]

Emailed [email protected] yesterday and got a call from Qantas Premium today. Name corrected and re-ticketed. Reflecting in both QF and CI apps. Good outcome!

 

[bullerdude]

Emailed [email protected] yesterday and got a call from Qantas Premium today. Name corrected and re-ticketed. Reflecting in both QF and CI apps. Good outcome!

Good outcome, but shouldn’t have required you to get that email from a forum…. The call centre should have escalated appropriately…

 

[CaptJCool]

Emailed [email protected] yesterday and got a call from Qantas Premium today. Name corrected and re-ticketed. Reflecting in both QF and CI apps. Good outcome!

That’s an excellent outcome.

Glad the AFF members could point you in the right direction and so the service recovery got sorted for you.