Qantas lost my bookings

[z28]

In Sept this year, I booked 2 business class (reward points) seats for NRT-KUL-PER for April next year. At the time the only seats available required us to spend one night in KUL, which was fine.

Few days ago, more seats were open so I changed the first leg to a day later so only 3 hours in transit at KUL. Everything was fine, even getting a notice of potential refund (less than 2000 Yens). An email would be coming soon to confirm the change.

No email over the weekend (Xmas), so I logged in my account and my booking was no where to be found. Manually entered booking number gave the same result. I called today, they couldn't find my booking. I gave them my ticket number instead. They offered to call me back in 30 minutes, which was more than 1 hour ago and no call. I will wait another hour before I call again.

Any idea what is happening ?

 

[encryptededdy]

Oh dear. I suspect your flights were cancelled by MH because Qantas did not reticket in time after your changes. I'm unsure why the whole booking is gone, perhaps that's what happens if all the flights on a booking are cancelled?

Can you look up your PNR in CheckMyTrip?

 

[Quickstatus]

Maybe your booking number changed?

HUACA will be necessary

 

[antycbr]

Oh dear. I suspect your flights were cancelled by MH because Qantas did not reticket in time after your changes. I'm unsure why the whole booking is gone, perhaps that's what happens if all the flights on a booking are cancelled?

Can you look up your PNR in CheckMyTrip?

I’d say the whole booking gets zeroed as all flights were on MH. Most of the issues we have seen reported here on AFF have had multiple carriers on the same reservation so you can still see it. There should still be a shell to hold the cancelled sectors and tax payments I would have thought?

 

[oz_mark]

If they needed to reticket, but didn't do so in time, they've probably been cancelled. But unless they can find the booking, no one will be able to tell much.

 

[z28]

If they needed to reticket, but didn't do so in time, they've probably been cancelled. But unless they can find the booking, no one will be able to tell much.

Thank all, those flights are still available on Qantas website. I will give Qantas a call and maybe book these as backup.

 

[encryptededdy]

Thank all, those flights are still available on Qantas website. I will give Qantas a call and maybe book these as backup.

That is good. Personally I'd just book them online if you have enough points since I find that to more reliably ticket than relying on the call centre, however I can imagine it may be difficult to get a refund for your lost flights if you go that way.

 

[z28]

Just booked these flights while talking with the agent, the flights were cancelled, he couldn't tell me why and how or who. Everything will be refunded in full in a few days. Luckily I have enough points for these backup.

Again thank everyone.

 

[Walloper]

Like z28, I appear to have made the same mistake in simply calling a QF call-centre!

In September I booked four sectors (MH, MH, JL, AS) online in business with QF points for travel in February. Absolutely no dramas at that point, got the confirmation and e-ticket. I was even happy to "spend" double the number of points than I usually would for the same trip just to start travelling again.

Then I get the "there are changes" email. I apparently couldn't accept the changes online because it involved changing an AS flight number (?) so I had to call the call-centre. Had the new AS flight allocated and all hunky doory.

Next my seat allocations on the two MH sectors fell out of my booking (I was alerted by TripIt!). My booking was still showing on my QF bookings page but I couldn't get a seat allocation - the QF page advising me to go to the MH webpage. I follow the instructions and the MH webpage instructs me to call MH. I call MH and they tell me that QF have dropped the two MH flights off the points booking!

Despite numerous calls to various QF overseas call-centres (I don't have enough QF status to get the Tas call-centre) and a number of emails to generic QF mailboxes I am yet to received any satisfaction. The last three emails have all been replied to with pro forma "call 131313 for all preflight issues".

Today I checked my PNR in CheckMyTrip Amadeus (following encrytededdy's suggestion above) and low-and-behold I'm shown as "confirmed" on both flights. I couldn't print it out quickly enough! But - I still can't get a seat allocation from MH!

I think I'll calm down now (this does seem like I'm venting a tad!) and just turn up for the first flight and if there's no business seat for me I won't be boarding (this is not a "must travel that day" trip) - then I will be venting though!!

My drama over this whole affair is simply that a QF employee has made a blue and there is no-one at QF who shows the slightest interest in fixing it - and there appears to be nowhere for me to escalate the issue. I'm venting again! I'm happy to share copies of my emails to QF if anyone wants to see them.

I know that you won't get the 60 seconds you've just lost in reading my post back - sorry - but I do feel better for having told you!



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[encryptededdy]

I'm shown as "confirmed" on both flights

Does it show an e-ticket number? "confirmed" may not mean what you think it means in Airline terminology, unfortunately.

 

[Walloper]

No e-ticket number!


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[Walloper]

Just for completeness - first couple of printed pages of CheckMyTrip attached.

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[RooFlyer]

Just booked these flights while talking with the agent, the flights were cancelled, he couldn't tell me why and how or who. Everything will be refunded in full in a few days. Luckily I have enough points for these backup.

Again thank everyone.

I hope it all works out. On this forum, we’ve seen just too many of this type of occurrence from Qantas. Make sure you have an e- ticket, that is a PDF with an E ticket number printed on it to make sure you have a real booking.

If you don’t get this, that is, a PDF within a ticket number on it, keep calling Qantas enquiring why you don’t have it and they send it to you. It may take more than one call to do this.

 

[drron]

This has been going on for far too long. Surely QF is aware that there is a problem with their re ticketing process. Why the heck haven’t they fixed it by now. This really sucks and shows that the QF employees dealing with this and their management are incompetent.

 

[TomVexille]

Please make a complaint about this. You're incredibly lucky that you were able to re-book the same flights, but it never should have happened. This is a continual systematic failure at QF and they need to hear about it.

 

[love_the_life]

Please make a complaint about this. You're incredibly lucky that you were able to re-book the same flights, but it never should have happened. This is a continual systematic failure at QF and they need to hear about it.

Agree about making a complaint but they know this is happening (and has been for years).

 

[kpc]

Qantas ABSOLUTELY know about tickets autocancelling (esp partner awards) if they are not ticketed in a timely manner....this was confirmed to me by an agent at the Hobart Call Centre last week!

 

[love_the_life]

Qantas ABSOLUTELY know about tickets autocancelling (esp partner awards) if they are not ticketed in a timely manner....this was confirmed to me by an agent at the Hobart Call Centre last week!

And not as if they haven't been told often enough.

 

[Walloper]

Reference post #9 above ...

Thanks to encryptededdy I didn't rely on the checkmytrip page and called a QF call-centre again.

After a 2:40 hour call I have had a modicum of success, albeit at at cost of an additional $195 and 9K QF points and one extra flight with an extra overnight connection! The trip is now ADL-BNE-SIN-KUL-HND-SFO-LAS and for only 2.5 times the points and two days longer than a direct(ish) booking would be (if there was one to be had)!!

I now have a new confirmation and e-ticket pdf issued and in-hand (although the new e-ticket number is not on my checkmytrip page the new flights are all there) - but - I have the new pdf. Today's operator had me stay on the line until the pdf actually hit my inbox.

The additional cost in dollars and points is apparently because I have two sectors on QF metal in the new booking - and - as soon as I work out how, I'll be claiming that back from QF as this whole debacle is demonstrably their fault.

Today's operator was at the QF Fiji call-centre and she was knowledgeable and HONEST. She identified when the mistake was made and how it was made and further that any reinstatement from and by MH had been rejected some time ago (so many operators at other call-centres had abjectly lied to me about that over several weeks of previous calls!).

As convoluted as my trip now seems (and is!) at least I have a confirmed and e-ticketed trip again - so, believe it or not I'm quite a bit happier, on a comparative basis, today than I was yesterday.

I will be web-mailing the QF compliments page about this operator - she did go to some lengths, beyond what she needed to, in getting me something that I could use. She seemed embarrassed that the original error had occurred and then been ignored by multiple other operators following it being made. She shouldn't have needed to feel that way.

So again, thanks to encryptededdy for opening my eyes to the fact that "confirmed" doesn't necessarily mean "confirmed".

By the by, I did try for a revenue/commercial seat to be converted to a redemption seat with predictable results - NO.



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[exLXCXFF]

although the new e-ticket number is not on my checkmytrip page the new flights are all there

can you elude to this? do you not see any ticket number under your trip in CMT?

Does your logged in account name (Firstname Middle Name(s) Lastname) in CMT match with the FULL name on the Qantas ticket?