Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[mx838383]

I’ve emailed qantas on first day that article came out about my issue and no response. Since then, I have had another schedule change to my flights which involves a flight number change and airport change. Flight change accepted. No new e ticket or confirmation email after 48hrs. I am flying MEL to KL (via Perth). KL to HND. HND (now) to HKG. Then HKG back to MEL. Partner airlines Malaysian airlines for first 2 legs and now noticed my business redemption dropped off since the acceptance of the new changes with MH. I also saw via Cathay website manage booking when selecting seats for my HND to HKG leg - my qantas flights from HKG to Mel has not been ticketed - is this normal for qantas not to even ticket their own flights ? The MH flights also shown not ticketed either. I’ve emailed the email again and got the auto reply. Should I just try calling them and hope for the best ?

 

[algae]

I’ve emailed qantas on first day that article came out about my issue and no response. Since then, I have had another schedule change to my flights which involves a flight number change and airport change. Flight change accepted. No new e ticket or confirmation email after 48hrs. I am flying MEL to KL (via Perth). KL to HND. HND (now) to HKG. Then HKG back to MEL. Partner airlines Malaysian airlines for first 2 legs and now noticed my business redemption dropped off since the acceptance of the new changes with MH. I also saw via Cathay website manage booking when selecting seats for my HND to HKG leg - my qantas flights from HKG to Mel has not been ticketed - is this normal for qantas not to even ticket their own flights ? The MH flights also shown not ticketed either. I’ve emailed the email again and got the auto reply. Should I just try calling them and hope for the best ?

I also had a MH change this week and it wasn't reticketed automatically.

You've waited too long. With Malaysian you can lose the ticket after 24h.

I called back 4 times in the first 24h. The fourth person finally ticketed it for me.

Start calling

 

[mx838383]

I also had a MH change this week and it wasn't reticketed automatically.

You've waited too long. With Malaysian you can lose the ticket after 24h.

I called back 4 times in the first 24h. The fourth person finally ticketed it for me.

Start calling

Thanks for the advice ! I am currently overseas … is it too late to call when I get back next Wednesday. I am hoping fingers crossed they can fix this given it’s a MH schedule change or I am too naive. It showed on Malaysian airlines manage booking that the change has gone through, or should I not trust that.

 

[algae]

Thanks for the advice ! I am currently overseas … is it too late to call when I get back next Wednesday. I am hoping fingers crossed they can fix this given it’s a MH schedule change or I am too naive. It showed on Malaysian airlines manage booking that the change has gone through, or should I not trust that.

The only thing you should trust is the Check my Trip app. Under passenger information for each flight it should show an e-ticket number.

If it doesn't, you have a problem.

Their hold times have been less than 60 seconds lately, so maybe consider using Skype to call if you're overseas?

 

[encryptededdy]

is this normal for qantas not to even ticket their own flights

In my experience, yes, but less likely than for partners. However if your Qantas flight isn't ticketed you won't lose your seat, and it's in theory resolvable at the airport, so it's less dire.

Note that usually there's just one ticket per person per booking, so it's more a case of the whole booking isn't ticketed as opposed to a specific Qantas sector bring unticketed.

 

[exLXCXFF]

my qantas flights from HKG to Mel has not been ticketed

I think that leg is because QF will not operate HKG - MEL directly but they will presumably send you via SYD.

 

[FenderQF]

I have a owa ticket and all ticket numbers come up in CMT bar one Iberia leg of a three leg married journey going from
SJO - MAD (no option for passenger information on CMT) Iberia
MAD - LHR (eticket no. in passenger info) BA
LHR - HEL (eticket no. in passenger info) AY

Think this warrants a call or email? I’ve had several time changes along the way and have been issues e-tickets as soon as the changes have been accepted on Qantas App MMB

 

[mx838383]

I just checked CMT and all sectors ticketed except the MH leg where they had the schedule change for changed flight numbers and airport. I am in Thailand atm I’ll see if I can get a hold of them.

The only thing you should trust is the Check my Trip app. Under passenger information for each flight it should show an e-ticket number.

If it doesn't, you have a problem.

Their hold times have been less than 60 seconds lately, so maybe consider using Skype to call if you're overseas?

 

[mx838383]

Just an update for everyone. I don’t know what happened. Couldn’t get through the phone to qantas. But I re-accepted my flight schedule change for the 3rd time. First 2 times showed should get email. 3rd time lucky … I finally got email confirmation and new e-tickets.
Question for everyone - do I just get 1 ticket number for the whole round trip? I assume so. Also my CMT has not updated yet with the new ticket number - any idea how long it takes for the update to go through ? I literally just got email a few mins ago with new trip details confirmed and new e-tickets.

 

[Mr H]

Just an update for everyone. I don’t know what happened. Couldn’t get through the phone to qantas. But I re-accepted my flight schedule change for the 3rd time. First 2 times showed should get email. 3rd time lucky … I finally got email confirmation and new e-tickets.
Question for everyone - do I just get 1 ticket number for the whole round trip? I assume so. Also my CMT has not updated yet with the new ticket number - any idea how long it takes for the update to go through ? I literally just got email a few mins ago with new trip details confirmed and new e-tickets.

CMT is real time. If it doesn’t show ticket numbers you do not have a ticket.

 

[mx838383]

CMT is real time. If it doesn’t show ticket numbers you do not have a ticket.

Thanks … I refreshed. E ticket showing up for every leg of my flight. Thanks everyone for your help and advice. Greatly appreciate it.

 

[kangarooflyer88]

Proof is in the pudding.
However it seems to me that the executives are reactive rather than proactive

Have you tried the Qantas pudding recently?

-RooFlyer88

 

[exLXCXFF]

Data point for reference: In-laws (P1) changed SYD - MEL - DEL to SYD - BLR direct with BA reward onward connection in J yesterday. I checked CMT for them this morning and no 081-issued numbers found.

Sent email to the published email address this morning at 0928 SYD time and got an apologetic response by 1431 with 081 eTicket:

“
I’m sorry for the delay in ticketing this booking for you.



I’ve now issued the tickets and they should be through to you shortly. It may take a day or two for the points to be logged from Mr REDACTED’s account.



We look forward to welcoming you back onboard soon.



Regards,”

CMT shows 081 issued ticket now.

@Mattg - for publishing this email address!

 

[RooFlyer]

Data point for reference: In-laws (P1) changed SYD - MEL - DEL to SYD - BLR direct with BA reward onward connection in J yesterday. I checked CMT for them this morning and no 081-issued numbers found.

Sent email to the published email address this morning at 0928 SYD time and got an apologetic response by 1431 with 081 eTicket:

“
I’m sorry for the delay in ticketing this booking for you.



I’ve now issued the tickets and they should be through to you shortly. It may take a day or two for the points to be logged from Mr REDACTED’s account.



We look forward to welcoming you back onboard soon.



Regards,”

CMT shows 081 issued ticket now.

@Mattg - for publishing this email address!

So is this the first known case of a reply from that email address?

 

[algae]

So is this the first known case of a reply from that email address?

Pretty sure there was another reply anecdote in this thread, but they didn't need to do anything as the commenter had sorted it out by phone, and their reply was far too late anyway.

Sounds like they're working through the backlog?

 

[Anna]

Sounds like they're worried about a P1! Which I get, but was that supposed to be the point of the dedicated email address?

 

[kpc]

A friend's wife and son are flying on Qf points JL Syd- Hnd, then JL Hnd- Hel and finally SK Hel- Arn. The Hnd- Hel has been pushed back 24 hours for am alleged cancellation, leaving them with a 40 hour connection at Hnd....despite multiple calls Qf agents can't resolve it and I have given him this email address....so far no response after 4 days!

 

[Mr H]

A friend's wife and son are flying on Qf points JL Syd- Hnd, then JL Hnd- Hel and finally SK Hel- Arn. The Hnd- Hel has been pushed back 24 hours for am alleged cancellation, leaving them with a 40 hour connection at Hnd....despite multiple calls Qf agents can't resolve it and I have given him this email address....so far no response after 4 days!

What is their proposed solution? A 40 hour transit is not going to flag a problem in and of itself.

 

[Princess Fiona]

Sounds like they're worried about a P1! Which I get, but was that supposed to be the point of the dedicated email address?

I’m fairly certain that the team responding to these emails is in fact the VIP service team who have been re-allocated to this task.
From this weeks P1 Briefing

Have an upcoming flight and need help?​

If you’re travelling within 48 hours, call our VIP Service Team on 1300 xx_ xx_ in Australia, or +61 2 xx_x xx_x internationally between the hours of 7am and 11pm (AEDT) rather than send an email. ​

 

[RooFlyer]

Sounds like they're worried about a P1!

I missed that bit. Of course they get a reply