Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[kpc]

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

Fly the Syd-Hnd JL sector 24 hours later bringing back the Hnd transit to 5-6 hrs as before. Problem is need to ask Jl to release an award for Syd- Hnd as it was JL that cancelled the original Hnd-Hel flight.

 

[exLXCXFF]

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

Suffice to say that I only sent the booking reference number and did not mention status at all (in hindsight I should have!). Maybe the quickly check each booking upfront and then decide what to do?

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.

I won’t post the actual full name but the signature in the email was “Team Leader, Global Customer Contact” and an address in Goodwood, Tasmania. No phone number or email address provided in the signature though.

 

[RooFlyer]

“Team Leader, Global Customer Contact” and an address in Goodwood, Tasmania.

Sounds like the Hobart call centre - the building more-or-less at the centre of this image, on the point to the right of the Technopark icon, at the end of "Longreach Avenue".

 

[boko56]

I had 2 reward bookings with ticketing still outstanding, for a week or so, Sent a msg to the e-mail address and within an hour the tickets were issued. Big Improvement, though no direct communication. Still no response to my longstanding issue from June last year, of the reward booking Perth, KL, Dubai and London which legs continuously disappeared from and was ticketed with my name wrong. I eventually cancelled and booked paid tickets at a cost of $14k. Now learned my lesson and will never again only have status with Qantas. I miss having access to the team in Hobart though, nothing was too difficult for them to resolve.

 

[boko56]

Correction I got a response from the reward ticketing team 20 minutes later confirming the ticketing of the 2 bookings. Unable to help with the Perth, KL, Dubai and London fiasco..
So its good to have some contact with the ability to resolve these issues, albeit a band aid solution

 

[Mr H]

Correction I got a response from the reward ticketing team 20 minutes later confirming the ticketing of the 2 bookings. Unable to help with the Perth, KL, Dubai and London fiasco..
So its good to have some contact with the ability to resolve these issues, albeit a band aid solution

Not sure how you hoped that a ticketing team might help you with flights that you have cancelled, rebooked with cash and now flown.

 

[boko56]

Haven't flown the flight. Read the msg and don't make assumptions please. Only booked paid flights due to Qantas issuing the ticket with my name wrong and legs of the flight disappearing on 2 occasions. So I had no certainty that the flight:
1. Would still be there at departure time
2 I would be allowed through passport control with my name mispelt.

So yes I do expect that someone in Qantas has responsibilty for this, though for the last 7 months have been able to get anyone to talk to who can. Do you?

 

[Mr H]

Haven't flown the flight. Read the msg and don't make assumptions please. Only booked paid flights due to Qantas issuing the ticket with my name wrong and legs of the flight disappearing on 2 occasions. So I had no certainty that the flight:
1. Would still be there at departure time
2 I would be allowed through passport control with my name mispelt.

So yes I do expect that someone in Qantas has responsibilty for this, though for the last 7 months have been able to get anyone to talk to who can. Do you?

You said the drama was in June so I assumed it was all done and dusted. The moment you cancelled the booking was the moment Qantas ceased to have any responsibility. I do understand how you feel because I have cancelled a booking that they stuffed up, but I did not expect them to fix anything once I had taken that unilateral action,

 

[RichardMEL]

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 about the SK sector? since SK aren't a partner - is that a paid ticket or another reward ticket (or on another day totally and not a separate booking connection?) surely that would be also affected if it was intended as an connection to Stockholm?

 

[kangarooflyer88]

Sounds like the Hobart call centre - the building more-or-less at the centre of this image, on the point to the right of the Technopark icon, at the end of "Longreach Avenue".

View attachment 316310

Given the crises involving QFF award bookings and shabby state of the QF Pub at HBA, one must wonder why they don't simply close the lounge down and repurpose it as a war room for this team?

-RooFlyer88

 

[Mr H]

Given the crises involving QFF award bookings and shabby state of the QF Pub at HBA, one must wonder why they don't simply close the lounge down and repurpose it as a war room for this team?

-RooFlyer88

Don't be silly. Qantas aren't going to put their customer support people in an airport. Who knows where that would end?

 

[kangarooflyer88]

Don't be silly. Qantas aren't going to put their customer support people in an airport.

Does Hobart actually have an airport, though? I reckon some on this forum would strongly disagree with such an implication!

Paging @RooFlyer

-RooFlyer88

 

[kpc]

What about the SK sector? since SK aren't a partner - is that a paid ticket or another reward ticket (or on another day totally and not a separate booking connection?) surely that would be also affected if it was intended as an connection to Stockholm?

There are still award flights on SK from Hel to Arn the next day so that's not an issue.

 

[RichardMEL]

There are still award flights on SK from Hel to Arn the next day so that's not an issue.

Ah ok, hopefully a very good deal of padding there between the scheduled arrival of JL (on whichever day) and departure of SK given the impact of delays on long haul travel. The perils of separate PNRs.....

 

[kpc]

Ah ok, hopefully a very good deal of padding there between the scheduled arrival of JL (on whichever day) and departure of SK given the impact of delays on long haul travel. The perils of separate PNRs.....

It's all on one PNR

 

[RichardMEL]

It's all on one PNR

That seems quite interesting a mixing of JL and SK reward flights on a single PNR but.. cool

less to worry about. I'll go back to my corner!

 

[kangarooflyer88]

It's all on one PNR

Hopefully you get to enjoy the SK lounge. I was at the SK lounge in EWR back in 2019 and really enjoyed the Swedish meatballs and KD.

-RooFlyer88

 

[RichardMEL]

Some do feel EWR is like HELl....

(but I digress...)

 

[madrooster]

It's all on one PNR

They will most likely have a great deal of fun getting the ticket reissuance fixed on that PNR.

 

[RichardMEL]

They will most likely have a great deal of fun getting the ticket reissuance fixed on that PNR.

unless @kpc means AY and not SK. AY would make much more sense in this situation