Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[k_sheep]

Data point: 3 weeks ago I changed dates for a 318k OWA where my QR flights had dropped off (had to use alternate airlines obviously). Phoned after 48 hours of no e-ticket, then again twice a week after that (none were particularly hard to get seats so I didn't stress - figured I'd see if it ever got done). Sent of an email (a single one - no spamming) with the pertinent points, and a new e-ticket was issued within 12 hours.

Thumbs up from me!

 

[Rangalad]

We did have an award flight on that trip and our TA said it was possible to put that on the same PNR but for reasons given by @RooFlyer she wouldn’t do the award flight.

Travel agents cannot add award flights to the "their" PNR (booking).
The process of Passive Segment Notification will identify and cancel these segments (flights) from the agent's PNR.

It is also against QF Standard Agency T & C:
no Passive Segments are created without the prior written approval of Qantas.

 

[drron]

Travel agents cannot add award flights to the "their" PNR (booking).
The process of Passive Segment Notification will identify and cancel these segments (flights) from the agent's PNR.

It is also against QF Standard Agency T & C:
no Passive Segments are created without the prior written approval of Qantas.

Wasn't a QF ticket. And was 10 years ago.

 

[Mr H]

Today I have my first opportunity to road test the new system.

I added four flights to an existing OWA booking. The line up is UL UL QF CX CX UL UL JL JL. I spoke to Joe in Fiji who correctly added the flights, calculated the fare difference, took the money, and promised the flights would be ticketed in 30-60 minutes. On the dot of 60 minutes, the UL flights all auto-cancelled. I have emailed the escalation team and await the outcome with interest. They promise to prioritise on the basis of how soon the flight is - my cancelled flights are in 2 months but the remaining flights show as 10 months...

 

[Lynda2475]

Im wondering if i need to email these guys, I added a bunch of flights yesterday via Sala in Fiji Call centre to convert a US RTN into a OWA, received the e-ticket within 4 hours but the extra points have not be deducted from my account and the extra taxes are still pending on my credit card.

I dont want any flights to drop because of non-payment, all flights are QF, BA and AY and i understand not so sensitive to the 24hour time out.

 

[Mr H]

Today I have my first opportunity to road test the new system.

I added four flights to an existing OWA booking. The line up is UL UL QF CX CX UL UL JL JL. I spoke to Joe in Fiji who correctly added the flights, calculated the fare difference, took the money, and promised the flights would be ticketed in 30-60 minutes. On the dot of 60 minutes, the UL flights all auto-cancelled. I have emailed the escalation team and await the outcome with interest. They promise to prioritise on the basis of how soon the flight is - my cancelled flights are in 2 months but the remaining flights show as 10 months...

So something is happening behind the scenes. The first two UL flights have reappeared on my CMT - they had not gone back into the reward pool. The other two have gone back to the reward pool and have not yet come back onto my CMT. Isn't this exciting?

 

[Mr H]

So something is happening behind the scenes. The first two UL flights have reappeared on my CMT - they had not gone back into the reward pool. The other two have gone back to the reward pool and have not yet come back onto my CMT. Isn't this exciting?

And now I have an e-ticket for seven of the nine flights, with the other two UL flights still missing in action.

 

[SydneySwan]

Im wondering if i need to email these guys, I added a bunch of flights yesterday via Sala in Fiji Call centre to convert a US RTN into a OWA, received the e-ticket within 4 hours but the extra points have not be deducted from my account and the extra taxes are still pending on my credit card.

I dont want any flights to drop because of non-payment, all flights are QF, BA and AY and i understand not so sensitive to the 24hour time out.

Taxes pending on credit card for a couple of days is normal and points can take a few days to deduct where they have to be deducted manually (as I think in your case). If CMT has all sectors with e-ticket than I wouldn't be concerned.

 

[Mr H]

And now I have an e-ticket for seven of the nine flights, with the other two UL flights still missing in action.

Got an email from the escalation team saying all fixed. I replied to say that two flights were still missing. Now added and ticketed. I'd be lying if I said it hadn't been a stressful afternoon - but that is just what it was: an afternoon, not a period of days and weeks.

 

[RichardMEL]

Threads like this make me wish AFF had a "facepalm" reaction option....

 

[Lynda2475]

Taxes pending on credit card for a couple of days is normal and points can take a few days to deduct where they have to be deducted manually (as I think in your case). If CMT has all sectors with e-ticket than I wouldn't be concerned.

Thanks, looks like Im going to have to call to get 1 flight changed anyway, do you think this can be done even though the points deduction is pending? It might impact the taxes slightly or not. Want to change LHR-HEL to DUB-HEL same date (and availablity exists atm).

 

[Mr H]

Thanks, looks like Im going to have to call to get 1 flight changed anyway, do you think this can be done even though the points deduction is pending? It might impact the taxes slightly or not. Want to change LHR-HEL to DUB-HEL same date (and availablity exists atm).

Yes that is possible

 

[SimonR32]

Had another win with the email addresses. Had a connecting Flight canceled and suggested change was the next available but wanted to move original and connecting flight back to the previous day instead. Emailed requesting the new MH flights, got email about 5 days later saying they were requesting the changes... Was a little cheeky as there was no award availability but low and behold about 24 hours later got requested flights ticketed

 

[Lynda2475]

So $ taxes have now hit credit card (backdated to Friday) but $ the points have still not been taken out of my account, strange.

 

[Mr H]

So $ taxes have now hit credit card (backdated to Friday) but $ the points have still not been taken out of my account, strange.

Points take ages to be taken, long enough for you to get your hopes up that they have forgotten. But they will be taken.

 

[Lynda2475]

Points take ages to be taken, long enough for you to get your hopes up that they have forgotten. But they will be taken.

I just wish theyd hurry up so I could be certain of what I have left to play with. The agent didnt mention change fee (5k) or assitance fee (7.7k) so Im unclear whether Im getting hit with both of those too. Change fee is likely fair but assistanec is unfair since you cant do it youself online.

 

[Mr H]

I just wish theyd hurry up so I could be certain of what I have left to play with. The agent didnt mention change fee (5k) or assitance fee (7.7k) so Im unclear whether Im getting hit with both of those too. CHnage fee is likely fair but assistanec is unfair since you cant do it youself online.

You may get hit with both, but you can call the FF call centre to get the assistance fee refunded if you tell them that changes can't be done online. I have had to do that once.

 

[Lynda2475]

Given it is often impossible to get a OWA completly booked oneself online in the first go, due to need to snag outgoing flights before return are availble, it puts the real points cost of a J OWA much higher than 318k - closer to 350k - if you need a couple of changes made.

 

[Matt_01]

Given it is often impossible to get a OWA completly booked oneself online in the first go, due to need to snag outgoing flights before returnign are availble, it puts the real points cost of a J OWA much higher than 318k - closer to 350k - if you need a couple of chnages made.

It has always been like this. You should be able to argue assistance fees away, the change can be a bit harder. If you need to make a change you can hold out and hope an involuntary change comes along as in this case you can make as many updates as required and will not have to pay the points tax.

 

[Stusipad]

So another data point for contact with this 'escalations team.'

I have an OWA that includes a transit through Helsinki. Predictably a flight change came through that now has my incoming flight landing 13hrs after my next flight leaves Helsinki. No e-ticket comes through, and CMT shows no ticket number for this outgoing Helsinki flight. (all other flights OK).

I reached out to the escalations team explaining this was an involuntary change, that it was impossible travel, and to simply move my outgoing Helsinki flight to the following day (which has the required Business seat availability), and l get this back:

Thank you for your email and I hope you are well.

Just for some background, this mailbox is handled by a minimal number of ticketing agents . The email has been created as safety net for customers who have already agreed to flight changes or made voluntary changes, but their revised E-tickets have not come through in a prompt manner.

We aren’t resourced to be a first point of contact for all schedule changes on reward bookings.

Your first point of contact should be to our reservations team on 131313 to discuss rebooking options.

If after accepting changes through our reservations team your E-ticket does not arrive promptly, feel free to reach out to this email.

So l guess now l play the 'Touch an OWA via the call centre and watch it completely catch on fire' game...