Qantas cancels rewards seats accidentally

[Ozgirl]

Hi,

Hoping for some advice as i have never experienced this.

May parents excitedly booked some J classic rewards seats, they have never flown J so are very excited.

Lots of messing around saw me help them book NRT/KUL/PEN/KUL/SYD about 6mths ago.

2 weeks ago (without consulting me!) they decided they weren't going to go to Penang for only a couple of nights and would stay in KL instead. So dad rings Qantas. He asked then to cancel the two PEN sectors only. Apparently the confirmation email was a vague "thanks for your request, we will process the cancellation and refund any points if able" so no way of knowing the mess up back then.

Yesterday he got a newsletter and noticed his points were unusually high... investigates and finds out QF cancel every sector.

What recourse do they have to get this reinstated as there are obviously now J seats left on any route out of Japan to Oz.

TIA

 

[Dr Ralph]

Hi,

Hoping for some advice as i have never experienced this.

May parents excitedly booked some J classic rewards seats, they have never flown J so are very excited.

Lots of messing around saw me help them book NRT/KUL/PEN/KUL/SYD about 6mths ago.

2 weeks ago (without consulting me!) they decided they weren't going to go to Penang for only a couple of nights and would stay in KL instead. So dad rings Qantas. He asked then to cancel the two PEN sectors only. Apparently the confirmation email was a vague "thanks for your request, we will process the cancellation and refund any points if able" so no way of knowing the mess up back then.

Yesterday he got a newsletter and noticed his points were unusually high... investigates and finds out QF cancel every sector.

What recourse do they have to get this reinstated as there are obviously now J seats left on any route out of Japan to Oz.

TIA

Are you sure that the communication from your parents was clear to Qantas?

 

[goldenhorn]

I don’t feel optimistic about your chances of getting new CR seats opened but you could try emailing [email protected]

 

[Ozgirl]

Are you sure that the communication from your parents was clear to Qantas?

no...

Post automatically merged: Feb 15, 2024

I don’t feel optimistic about your chances of getting new CR seats opened but you could try emailing [email protected]

this is great as i can log on and do it for them!

 

[RichardMEL]

I don’t feel optimistic about your chances of getting new CR seats opened but you could try emailing [email protected]

This.

I am going to bet the change was made, but the ticket was not reissued in a timely manner and MH cancelled as they do.

It probablty will be tough getting those back from MH. Hopefully that team can. Gah.

 

[encryptededdy]

I am going to bet the change was made, but the ticket was not reissued in a timely manner and MH cancelled as they do.

This is possible, but I don't think this would result in a full points refund by the system. The booking would just remain unticketed.

If OP's parents got a full refund, then I think that implies that it was put into the system as a full cancellation by the agent.

 

[RichardMEL]

This is possible, but I don't think this would result in a full points refund by the system. The booking would just remain unticketed.

If OP's parents got a full refund, then I think that implies that it was put into the system as a full cancellation by the agent.

Probably right, even though the routing looks like it could all have been on MH and they are notorious. Of course either way it's a QF screwup

 

[djkelly69]

If OP's parents got a full refund, then I think that implies that it was put into the system as a full cancellation by the agent.

Agree with this. Maybe agent couldn't make the change or see some of the flights, and helpfully suggested/assumed the 'best' way to make the change was to cancel the whole booking, refund it, and then have the customer rebook themselves?

 

[ShrinkWrapped]

Probably right, even though the routing looks like it could all have been on MH and they are notorious. Of course either way it's a QF screwup

not technically a QF screw up if the instructions from the OP's parents were possibly unclear and could be interpreted as "cancel everything".....

you have nothing to lose escalating to the reward email, but by virtue a full refund came rather than a ticket in limbo and not ticketed it means that it was actively cancelled by QF rather than not ticketed and segments lost due to delay in ticketing

 

[sap1l]

This is possible, but I don't think this would result in a full points refund by the system. The booking would just remain unticketed.

If OP's parents got a full refund, then I think that implies that it was put into the system as a full cancellation by the agent.

I have made a change to a CR booking before that had the points refunded and re-deducted a week later.

I don't think it was a "cancel and rebook" situation in my case as I kept already-confirmed legs, and the booking was automatically re-ticketed.

The points getting refunded and re-deducted was also automatic.

Edit: Not saying that that's what happened to your parents, just that a full refund doesn't 100% mean that the booking was cancelled.

 

[Ozgirl]

So we are currently awaiting new tickets to be issued... my mum - i have no idea how -managed to get through to Qantas reception...

She was so relieved to speak to someone that she burst into tears and the poor women had to take 5mins to calm her down to hear what was wrong.

Receptionist found someone to help! LOL

She was on the phone for oner 1.5hrs Mum was refusing to hang up until she got the confirmation. The lady convinced her to hang up. I'm sure its just waiting for etickets to be issued. i did say log in and check you may see the booking sitting on your acct before you get an email confirmation.

I will update once we have full confirmation.

 

[encryptededdy]

managed to get through to Qantas reception...

As in, the reception of the Qantas Japan office?

 

[Ozgirl]

As in, the reception of the Qantas Japan office?

Lol
No i don't think there is one.

Sydney Head Office reception.

 

[Ozgirl]

I'm so sorry I never came back to update.

Amazingly all got resolved. It was a anxious time and took FOREVER. but the flew the original flights.