Qantas Classic Reward Ticketing Delays

[DC3]

I have an eticket, have selected seats on Cathay website and it's been 2 weeks now since booking.

Post automatically merged: Oct 31, 2021

I have an eticket, have selected seats on Cathay website and it's been 2 weeks now since booking.

Oh. You have the eticket and you have selected the seats. That’s all that you need to worry about. Let QF deal with the points deduction.

Edit: Let sleeping dogs lie.

 

[MEL_Traveller]

I have an eticket, have selected seats on Cathay website and it's been 2 weeks now since booking.

Post automatically merged: Oct 31, 2021

I have an eticket, have selected seats on Cathay website and it's been 2 weeks now since booking.

As long as you have the e-ticket number. (Selecting seats is *not* an indication that you have successfully ticketed a reservation - the ticket number is key.)

As DC3 says - QF will sort it out when they get around to it

 

[There'sOnlyOneJimmy]

Even if you felt a little bit guilty about the need to alert them to the undercharge, I think it would take a moral conviction of extreme proportion to wait on hold for over 6 hours to get through to them...

 

[MooTime]

Ended up cancelling a domestic QF ticket that took a month to ticket. Was told payment wasn't taken....how do I manage to make a booking, points taken, but taxes to be paid by CC not be taken by QF. That seems to be the hold up....they don't tell me payments hasn't been taken. why the F not?? 5-7 days for point refund & 8-10 weeks for cash refund.

Then changing an international ticket from 1 day to 2 days later, which hasn't been ticketed either, we couldn't get to the bottom of why it hasn't been ticketed, amazing! after a 3rd return call, call suddenly ended....made my booking in Fiji$$ & QF couldn't ticket it in that currency, wow! My cc hasn't had any fiji $$ taken out so see where this goes.
Most amazing part was it couldn't be ticketed & was just put aside, no call or email to me saying it can't be ticketed. So as I wanted to make a change we've realized the situation.

For my preferred change the QF hotline couldn't see reward seats on her screen yet I could see them on my screen, & she works in the Qantas hub. In the end she logged into my account with my QF number, surname & PIN, yes she asked for it all so she could see there was award seats. Cos I made a point of how can I see something that you at QF HQ cant see, how could that be. Then she realized can't make the change cos my ticket weren't ticketed, oh my!! She had to wait to get thru to ticketing and refund dept. 45min wait & a return call to me.

Ah my goodness, so frustrating, was a 2hour phone call + the return calls. I can't fathom to see how & why this is so difficult.

waiting on confirmed email & to see the trip removed from my account, also they basically begged, ask 3 times if the taxes paid could be returned to QF travel credit. As reward cash paid has always been returned to the cc used. I said ok yeah whatev's. Let's move on here.

anyway biggest balls up, was a mysterious extra booking on my domestic, man, Gold Standard level for incompetence & this is for Gold Premium status folk.
Felt like she was sitting on a peak hour train, so much background noise.

shocking, just shocking experience.

 

[TheInsider]

shocking, just shocking experience.

Have you provided feedback through their correct channels?

Customer care feedback form | Qantas AU

Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

www.qantas.com

 

[MooTime]

Have you provided feedback through their correct channels?

No I haven't, but appreciate sharing the location.

I will do, but will wait till all issues are resolved.
I wouldn't want to leave feedback while my blood is still boiling.

cheers

 

[MEL_Traveller]

Ended up cancelling a domestic QF ticket that took a month to ticket. Was told payment wasn't taken....how do I manage to make a booking, points taken, but taxes to be paid by CC not be taken by QF. That seems to be the hold up....they don't tell me payments hasn't been taken. why the F not?? 5-7 days for point refund & 8-10 weeks for cash refund.

Then changing an international ticket from 1 day to 2 days later, which hasn't been ticketed either, we couldn't get to the bottom of why it hasn't been ticketed, amazing! after a 3rd return call, call suddenly ended....made my booking in Fiji$$ & QF couldn't ticket it in that currency, wow! My cc hasn't had any fiji $$ taken out so see where this goes.
Most amazing part was it couldn't be ticketed & was just put aside, no call or email to me saying it can't be ticketed. So as I wanted to make a change we've realized the situation.

For my preferred change the QF hotline couldn't see reward seats on her screen yet I could see them on my screen, & she works in the Qantas hub. In the end she logged into my account with my QF number, surname & PIN, yes she asked for it all so she could see there was award seats. Cos I made a point of how can I see something that you at QF HQ cant see, how could that be. Then she realized can't make the change cos my ticket weren't ticketed, oh my!! She had to wait to get thru to ticketing and refund dept. 45min wait & a return call to me.

Ah my goodness, so frustrating, was a 2hour phone call + the return calls. I can't fathom to see how & why this is so difficult.

waiting on confirmed email & to see the trip removed from my account, also they basically begged, ask 3 times if the taxes paid could be returned to QF travel credit. As reward cash paid has always been returned to the cc used. I said ok yeah whatev's. Let's move on here.

anyway biggest balls up, was a mysterious extra booking on my domestic, man, Gold Standard level for incompetence & this is for Gold Premium status folk.
Felt like she was sitting on a peak hour train, so much background noise.

shocking, just shocking experience.

Let us know how it goes!

It could be that the award availability you see on line is phantom - seats that don't actually exist. That could explain the discrepancy between what we can see, and what is actually available to be booked (what they could see at the call centre).

As for billing in Fiji dollars, I could be wrong but I thought if the ticket was being issued by the Aussie call centre that you would be billed in AUD rather than FJD. What was the ticket routing ex Fiji?

 

[MooTime]

Let us know how it goes!

It could be that the award availability you see on line is phantom - seats that don't actually exist. That could explain the discrepancy between what we can see, and what is actually available to be booked (what they could see at the call centre).

As for billing in Fiji dollars, I could be wrong but I thought if the ticket was being issued by the Aussie call centre that you would be billed in AUD rather than FJD. What was the ticket routing ex Fiji?

Will post here on result.

Fiji ticket was a simple NADI-SYD changed to NADI-MEL 2 days later. Both reward type.
Issue was it wasn't initially ticketed cos the Fiji$$ issue. strange, see how we go, especially strange that QF call centre just put it down to an error...no need to inform me that the ticket was in limbo, no action being taken, I asked can I lose that seat to which she had 'not sure'. ahh....

 

[MEL_Traveller]

Will post here on result.

Fiji ticket was a simple NADI-SYD changed to NADI-MEL 2 days later. Both reward type.
Issue was it wasn't initially ticketed cos the Fiji$$ issue. strange, see how we go, especially strange that QF call centre just put it down to an error...no need to inform me that the ticket was in limbo, no action being taken, I asked can I lose that seat to which she had 'not sure'. ahh....

Sounds like QF doesn't have a merchant bank facility in Fiji - this used to be common for awards out of places out of Thailand till they got it fixed.

QF never does tell you... plenty of stories here that people have been waiting for tickets only to call QF and find there's been a problem. For flights on Qantas aircraft, not an issue as QF can sort it out. For flights on partner airlines it can be an issue if the partner cancels the ticket.

 

[MooTime]

So I called back after 48 hours, in short after friendly convo with QF wait centre staffer, she spoke with refund / ticketing Dept & asked for my credit card again for payment as QF hasn't received my payment of taxes etc. I said I've been asked this twice before & still no funds taken out, why not, my bank has not blocked anything, I don't get why qf can't take My few hunj to confirm tickets etc
she has no answer when I pushed her, how's can this be......
Can I cancel all tix please. She said yes & did so after another on hold session.
All done, points returned, bookings removed from my bookings on app. Finally.
Rebooked my required flights with VA, already confirmed & emailed tickets.

In the end my issue was not resolved, was pushed out, laid to rest in the deepest shelf in qantas mascot HQ.
Very disappointed & pretty much will let my gifted qf Gold lapse & seldem travel with QF.
I gave joicey a shot, but they couldn't deliver to me. Alas.

 

[MELso]

Finally, a travel question! I’ve got SYD-HND-LHR booked as a J classic award for November. It’s been over 2 days now and it still hasn’t ticketed. No response from QF on social media and two calls now where I have up at 2 hours and 4 and a half hours on hold. No offer of a callback.

How concerned should I be? I can’t find JLs ticketing time limit anywhere and I’d hazard a guess that should it auto cancel, my chances of getting the seats back are close to zero.

FWIW, I currently have two open Classic Rewards bookings with JL in October next year (one where the payment failed and no points were taken that I intend to cancel but can't, and one where payment did not proceed despite being authorised and the points were taken). Neither has been ticketed almost a week after booking and both show as 'processing'.

Both bookings are showing on JL's Manage My Bookings as having a holding period/ticketing deadline of 3 October next year (my date of departure) so I don't think there's much risk of them being cancelled. The problem will be ensuring that there are rewards seats available when I'm able to get onto QF to sort this mess out.

Anyway, as a QF NB, the call queue is currently at 'why bother?' 2+ hour levels - hopefully it'll settle down soon...

 

[TheInsider]

FWIW, I currently have two open Classic Rewards bookings with JL in October next year (one where the payment failed and no points were taken that I intend to cancel but can't, and one where payment did not proceed despite being authorised and the points were taken). Neither has been ticketed almost a week after booking and both show as 'processing'.

Both bookings are showing on JL's Manage My Bookings as having a holding period/ticketing deadline of 3 October next year (my date of departure) so I don't think there's much risk of them being cancelled. The problem will be ensuring that there are rewards seats available when I'm able to get onto QF to sort this mess out.

Anyway, as a QF NB, the call queue is currently at 'why bother?' 2+ hour levels - hopefully it'll settle down soon...

Qantas Call Centre Long Wait Times

My understanding (from unofficial sources) is that there is a pool of priority phone numbers that airport staff give to passengers which rotates every few weeks. I will attempt to publish the currently active number(s) in this post: 1300 304 318 1300 659 161 1300 025 396 1300 659 116 1300 024...

www.australianfrequentflyer.com.au

 

[sudoer]

FWIW, I currently have two open Classic Rewards bookings with JL in October next year (one where the payment failed and no points were taken that I intend to cancel but can't, and one where payment did not proceed despite being authorised and the points were taken). Neither has been ticketed almost a week after booking and both show as 'processing'.

I recently booked some JL awards and noted in this thread a discrepancy in the taxes shown in the regular engine vs multi-city. The discrepancy was exactly the surcharge madrooster posted about upthread.

Immediately after making the booking, an authorisation on the my credit card was processed for the advertised amount, but the booking hadn't ticketed after 24 hours so I called QF.

The rep told me that a card payment surcharge field hadn't been correctly filled out by the online system and that the co-payment would increase by a "couple of dollars". I had no issue with this. Flights ticketed within 10 minutes but showed the taxes component had risen significantly ($91 + $1 card payment fee x 6 passengers). At this point I used AY MMB to get a breakdown of the taxes and saw the difference was from 'Q67.40' (USD).

I waited to see what would happen with the CC authorisation, eventually the transaction settled and the amount changed the to higher figure, but I also took screenshots both before & after settlement just in case.

So I called QFF again and talked the rep through the booking. I demonstrated that the Qantas booking engine was still quoting the lower figure - thankfully there were still 6 award seats available on the date & route I booked so they could reconstruct the exact same booking on their end.

They said the $91 different per pax was a levy imposed by Haneda airport (LOL) but couldn't explain why it wasn't calculating on the QF engine. I knew that it being HND imposed was BS, the HND passenger fees are published on the JL website so I asked them to make some notes of what they had told me on the PNR and I would call back.

I then HUACA'ed and asked another rep to read the notes, and also directed them to the JAL page listing the passenger facility charges. They also tested and replicated the incorrect charges shown on the QF website. This rep was adamant that they would correct the issue, and promised to call me back within an hour or two. I was skeptical I would hear back, but to that rep's credit, I received another eticket itinerary PDF about 2 hours later showing the refund had been processed, and shortly received a call saying they'd had the refund approved by their manager.

YMMV, booking had 2 x WP pax and remainder NB. Not sure if I got lucky on the refund because of the runaround with the previous rep.

 

[MELso]

Well, got onto QF and cancelling the 'stuck' booking seems to have done the trick. Although I suspect the 'Q surcharge' on JL was also added manually by the operator - an extra $182 per person, being a fuel surcharge of $91 (USD66.18) each - over and above the ~$550 in charges originally estimated (looking at my AY receipt, it's listed as a 'fare').

Ultimately, the value was not quite as good, but, dad's happy to have burned through his points, the tickets are issued and the seats are selected...

Anyway, FWIW, on JL's MMB, there's the following under surcharges: "Originating Australia - if the fare component includes travel between Australia and Japan on one or more of the following any JL flight and - tickets must be issued on/after 01 Oct 21 and may only be sold in Australia a fuel surcharge of AUD 91.00 per direction will be added to the applicable fare."

 

[MrsE]

I booked classic reward tickets to honolulu over a week ago and still no ticket issued. Points have been deducted, the payment was sitting as pending and now the funds are back. I have called twice and the first lady hung up on me during the call (I wasn't being rude at all) and the second told me to wait another week and see what happens. Anyone else had this happen? I'm nevrvous because I was an idiot and had assumed it had been ticketed so I booked all non-refundable options for accommodation. Thanks for your help.

 

[TheInsider]

I booked classic reward tickets to honolulu over a week ago and still no ticket issued. Points have been deducted, the payment was sitting as pending and now the funds are back. I have called twice and the first lady hung up on me during the call (I wasn't being rude at all) and the second told me to wait another week and see what happens. Anyone else had this happen? I'm nevrvous because I was an idiot and had assumed it had been ticketed so I booked all non-refundable options for accommodation. Thanks for your help.

Call back ASAP

 

[MooTime]

I booked classic reward tickets to honolulu over a week ago and still no ticket issued. Points have been deducted, the payment was sitting as pending and now the funds are back. I have called twice and the first lady hung up on me during the call (I wasn't being rude at all) and the second told me to wait another week and see what happens. Anyone else had this happen? I'm nevrvous because I was an idiot and had assumed it had been ticketed so I booked all non-refundable options for accommodation. Thanks for your help.

Yes QF a having some ticketing issues of late that's for sure.
Just stick at it, call them every couple days, persist with your issue to be resolved, don't take the cold shoulder as an answer.
QF hopeless in these ticketing situations.

Best of luck

 

[N860CR]

Yes QF a having some ticketing issues of late that's for sure.
Just stick at it, call them every couple days, persist with your issue to be resolved, don't take the cold shoulder as an answer.
QF hopeless in these ticketing situations.

Best of luck

They can issue the ticket on the spot. Just be firm. Less critical for QF operated flights, but definitely want to get it done asap.

 

[MooTime]

They can issue the ticket on the spot. Just be firm. Less critical for QF operated flights, but definitely want to get it done asap.

Maybe true, but good luck them issuing ticket on the spot.... They'll just say we'll issue in the next 24-48hours. It's in the que. Unless of course P1.

Why would they issue yours or mine on the spot when everybody else's booking is in the far que?
It's just the process.

They'll say it's another Dept that issues the tickets. Usual handball.

 

[N860CR]

Maybe true, but good luck them issuing ticket on the spot.... They'll just say we'll issue in the next 24-48hours. It's in the que. Unless of course P1.

Why would they issue yours or mine on the spot when everybody else's booking is in the far que?
It's just the process.

They'll say it's another Dept that issues the tickets. Usual handball.

I’ve had it done three times in the last month (when eventually speaking to somebody). They might be useless, but they’re not idiots.