Qantas Call Centre Long Wait Times

Pom-DownUnder · Nov 3, 2021

Telemachus said:
Try just going back into QF 'My Bookings', select the relevant booking then click on 'Resend tax invoice' towards the bottom of the menu options on left side of screen. This will generate a resend of your e-ticket which should reflect the changes made: I've just tested it on my own booking.

Hmm its there when I log in to QFF and go "my bookings"

Before these changes it was logging into EK site but now thats a blank too ...

but when I try and go into regular manage booking i get:

Zanzara · Nov 4, 2021

Pom-DownUnder said:
on a separate note, they changed my flights on sunday, i can see it changed in the 'my bookings' area on the qantas site. however no email ticket so i'm assuming this means it hasnt been 'ticketed' yet?

should i leave this be or chase someone up regarding it? and if so ... phone / contact us / text etc?

If it’s any consolation, I was advised changes are taking a long time to re-ticket at the moment… (sound familiar?) I am waiting too. Perhaps it’s prioritised by dep date? Not sure how long you have to wait to departure date though. Anything is possible at the moment.

MEL_Traveller · Nov 4, 2021

Zanzara said:
If it’s any consultation, I was advised changes are taking a long time to re-ticket at the moment… (sound familiar?) I am waiting too. Perhaps it’s prioritised by dep date? Not sure how long you have to wait to departure date though. Anything is possible at the moment.

TBH I just don't understand this... every other airline I make a booking and within a minute I get an email with confirmation and ticket number*. Qantas for some reason sends it off to *somewhere* for *someone* at *some time* to *think* about issuing the ticket.

*with the exception of Lifemiles

Pom-DownUnder · Nov 4, 2021

Ended up calling last night and glad i did, apparently it was just sitting in issuing and was in danger of EK cancelling it.

i'm assured it has now been ticketed and have received an email with the itinerary and confirmation etc.

still cant log into it through manage booking on QF site tho (though I can on EK site?)

MEL_Traveller · Nov 4, 2021

Pom-DownUnder said:
Ended up calling last night and glad i did, apparently it was just sitting in issuing and was in danger of EK cancelling it.

i'm assured it has now been ticketed and have received an email with the itinerary and confirmation etc.

still cant log into it through manage booking on QF site tho (though I can on EK site?)

Does the itinerary and confirmation have a ticket number on it? Or are you able to find the ticket number in a booking somewhere? You can pre-order meals, select seats and do all sorts of stuff with an itinerary and confirmation, but without the ticket number the passenger won't be flying.

Inuniform · Nov 4, 2021

I am back on hold again after adding additional flights to an award booking a few nights ago. I saw the new flights in ‘my bookings’ and figured everything was ok. Checked this evening and my QR flights have disappeared. Hopefully a quick resolution but nothing seems to be simple these days with QF.

MEL_Traveller · Nov 4, 2021

Inuniform said:
I am back on hold again after adding additional flights to an award booking a few nights ago. I saw the new flights in ‘my bookings’ and figured everything was ok. Checked this evening and my QR flights have disappeared. Hopefully a quick resolution but nothing seems to be simple these days with QF.

I have a feeling that this could be a problem... IIRC QR requires almost immediate ticketing if adding flights, and if they have auto cancelled they may be hard to get back unless there are already other award seats there.

let us know how it goes!

DC3 · Nov 4, 2021

Pom-DownUnder said:
Ended up calling last night and glad i did, apparently it was just sitting in issuing and was in danger of EK cancelling it.

Most likely Call Centre errors (incompetence?) in processing. I have lost track of changes not ticketing until I call to ask about the situation. The eticket issue needs monitoring.

Inuniform · Nov 4, 2021

MEL_Traveller said:
I have a feeling that this could be a problem... IIRC QR requires almost immediate ticketing if adding flights, and if they have auto cancelled they may be hard to get back unless there are already other award seats there.

let us know how it goes!

Thanks. I don’t know if you remember but I’m the OP of this thread from 2016?

Award booking cancelled without notice

Hoping I can get some advice. Toward the end of last month, I phoned Qantas to book the first leg of my RTW award ticket. It was from SYD to JRO via DOH with QR. About a week after the first booking, I rang up again and booked my second leg, JRO to LON via DOH with QR. Fees were paid, my first...

www.australianfrequentflyer.com.au

Looks like it’s round 2, this time with 5 hours of call waiting.

Pom-DownUnder · Nov 4, 2021

MEL_Traveller said:
Does the itinerary and confirmation have a ticket number on it? Or are you able to find the ticket number in a booking somewhere? You can pre-order meals, select seats and do all sorts of stuff with an itinerary and confirmation, but without the ticket number the passenger won't be flying.

so called again and apparently tickets that were credited and then re-issued are not able to be viewed online, I asked if there was a ticket number and they said it would be emailed.

from that i just received the email but cant see anything saying 'ticket number' in the pdf, the pdf is called "108xx_x7-e-ticket-ref#.pdf

Franky · Nov 4, 2021

Inuniform said:
Thanks. I don’t know if you remember but I’m the OP of this thread from 2016?

Award booking cancelled without notice

Hoping I can get some advice. Toward the end of last month, I phoned Qantas to book the first leg of my RTW award ticket. It was from SYD to JRO via DOH with QR. About a week after the first booking, I rang up again and booked my second leg, JRO to LON via DOH with QR. Fees were paid, my first...

www.australianfrequentflyer.com.au

Looks like it’s round 2, this time with 5 hours of call waiting.

I can only say OMG as do the millenials...

Best of luck.

Scr77 · Nov 4, 2021

Pom-DownUnder said:
so called again and apparently tickets that were credited and then re-issued are not able to be viewed online, I asked if there was a ticket number and they said it would be emailed.

from that i just received the email but cant see anything saying 'ticket number' in the pdf, the pdf is called "108xx_x7-e-ticket-ref#.pdf

The first page of that PDF doesn’t have a heading with ”passenger name” “frequent flyer number” “ticket number” ”issued date”?

Pom-DownUnder · Nov 4, 2021

Scr77 said:
The first page of that PDF doesn’t have a heading with ”passenger name” “frequent flyer number” “ticket number” ”issued date”?

Next to those?

serfty · Nov 4, 2021

Qantas ticket numbers start with 081-

Can you try the following using your booking reference.

www.checkmytrip.com

(Do not load the app)

Daver6 · Nov 4, 2021

serfty said:
Qantas ticket numbers start with 081-

Can you try the following using your booking reference.

www.checkmytrip.com

(Do not load the app)

Ok I'll bite. What's wrong with the app?

Scr77 · Nov 4, 2021

Pom-DownUnder said:
View attachment 264250
Next to those?

Yes, that does seem lacking.

Inuniform · Nov 4, 2021

Inuniform said:
I am back on hold again after adding additional flights to an award booking a few nights ago. I saw the new flights in ‘my bookings’ and figured everything was ok. Checked this evening and my QR flights have disappeared. Hopefully a quick resolution but nothing seems to be simple these days with QF.

4 hours on hold. Get through to OS call Centre. Explain my situation. I’m put on hold so he can investigate. 30 minutes goes by and I receive the QF ‘thank you for your call, have a nice day’. The end. Horrendous customer service.

Pom-DownUnder · Nov 4, 2021

serfty said:
Qantas ticket numbers start with 081-

Can you try the following using your booking reference.

www.checkmytrip.com

(Do not load the app)

hmm when i log into EK site i can download a ticket there and it has a ticket # in top right that starts with 081

Scr77 · Nov 4, 2021

Inuniform said:
4 hours on hold. Get through to OS call Centre. Explain my situation. I’m put on hold so he can investigate. 30 minutes goes by and I receive the QF ‘thank you for your call, have a nice day’. The end. Horrendous customer service.

I’ve completely given up on some of the call centres. The service is non existent. If a Aussie or New Zealander doesn’t answer then I don’t continue the call. If you call early morning, you’re a chance of getting a call back latter in the day (usually 5-10hrs longer than the system estimates).

When you eventually get a local person, all your issues will be fixed and the ETicket will actually arrive!

MEL_Traveller · Nov 4, 2021

Pom-DownUnder said:
hmm when i log into EK site i can download a ticket there and it has a ticket # in top right that starts with 081

that's perfect!

Qantas Call Centre Long Wait Times

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