Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[jpp42]

I can see 2 pending $55 charges (tax difference) on my Amex (should only be one), no e-ticket or itinerary received yet. But points still havent been deducted from the changes I made last Friday so I wonder if this is actually the payment issue preventing ticketing (although that change was ticketed).

A few days after ticketing one of the charges should drop off and the points will be deducted - I wouldn't fuss about the charges unless both become "firm" on your credit card.

 

[J-P]

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.

I was surprised to read this - thank you for sharing. My data point is that I emailed the new address 3 weeks ago, and this was my exact situation.

I agreed to a flight change for a QF booking on a partner airline, and the revised e-ticket has "not come through in a prompt manner."

3 weeks on, no response and flight still not ticketed

 

[algae]

Just emailed them today evening (9pm AEST) for a flight change that hadnt been ticketed.

32mins later i get an email saying theyve ticketed my booking.

Very impressive.

 

[exLXCXFF]

Very impressive

Yes - but at the same time, we all realise that this entire thread and email address should not exist in first place because Qantas is not match fit.

 

[jumpjam]

Emailed them a week ago as they previously cancelled reward fight with Qatar from CBR DOH OSL. Reward flight reinstated with QR on 1 July this year. Very happy with that outcome.

 

[exceladdict]

With those reports I'm becoming more confident in using qff to book international flights.

 

[There'sOnlyOneJimmy]

With those reports I'm becoming more confident in using qff to book international flights.

 

[Lynda2475]

So 36 hours since the last lot of OWA changes, itinerary is still incorrect in MMB for one flight, points still not deducted from the changes last Friday and no updated e-ticket or even itinerary received via email.

Sent an email, the auto reply now states its only for partner airline schedule changes to reward bookings, not other changes to reward bookings that have failed to ticket.

First thing tomorrow at 48hour mark, I call up again and ask for it to be ticketed. And every 24 hours thereafter until it is sorted. Im sure a competent agent could have issued the ticket in a few minutes.

 

[WGM]

Total BS Publicity Stunt by Qantas
I have exactly the classic problem. Qantas award ticket for AA flight. Re routed by AA. Qantas re-issue itinerary but not new ticket number. Emailed the "dedicated" Qantas email address the day it opened and twice since. No response what-so-ever from Qantas. Phoned Qantas twice and been cut off after waiting hours. I need to get approval for medical equipment on board. Phoned AA but they can't help because the Qantas reservation code doesn't exist in their system and I have no ticket number. Qantas: World's Worst Airline.

 

[Guvner]

Next week will be interesting after "Thousands" of reward seats are released. The fiasco will get far worse.

 

[Someone]

With those reports I'm becoming more confident in using qff to book international flights.

Don't get up too quickly...

My saga continues... I've been told the team is working on it via their social media team (the same team, but different person than the one that said the team doesn't exist), but haven't had any direct contact from the escalations team. Some flights have been changed, which I guess is progress, but they still haven't been ticketed and one of them doesn't even show as a valid reservation in the QR website.

 

[cathalm8]

Hi guys. We have a booking via QFF on Qatar Business in May. Just received an email from Qantas stating time has changed, as per below screenshot. I checked and flight departure for both legs is exactly the same. Only difference is flight arrival for second leg from Doha to Dublin is 10 mins later for some reason. This had me worried because of the Qatar relationship and Qantas re-ticketing issues.

I accepted the changed on Qantas and on Qatar website directly. I have received 2 emails, one from qatar and one from qantas containing an updated e-ticket from both. I think as long as I get the new e-ticket issued via email from Qantas all is ok?? cheers

 

[Guvner]

Hi guys. We have a booking via QFF on Qatar Business in May. Just received an email from Qantas stating time has changed, as per below screenshot. I checked and flight departure for both legs is exactly the same. Only difference is flight arrival for second leg from Doha to Dublin is 10 mins later for some reason. This had me worried because of the Qatar relationship and Qantas re-ticketing issues.

I accepted the changed on Qantas and on Qatar website directly. I have received 2 emails, one from qatar and one from qantas containing an updated e-ticket from both. I think as long as I get the new e-ticket issued via email from Qantas all is ok?? cheers

View attachment 317181

You're all good.

 

[WGM]

You're all good.

If you have a reply from Qatar with an eticket number, you are fine. Anything from Qantas you should treat as complete rubbish. Qantas auto generates itineraries left, right and centre to make you feel good, but when you arrive at the airport, there is no ticket and you are not going anywhere. Other airlines just look at you and say: "this is only from Qantas".

 

[RichardMEL]

Next week will be interesting after "Thousands" of reward seats are released. The fiasco will get far worse.

Well yeah, in the respect that someone sees a newly opened QF reward seat and they want to dd/change that to another booking involving partners and that gets screwed up.

Definitely something to consider if planning to grab a released seat and changing an existing booking involving partners.

 

[SydneySwan]

Qantas: World's Worst Airline.

Maybe not yet but they are trying very hard to be.

 

[exceladdict]

Sent an email, the auto reply now states its only for partner airline schedule changes to reward bookings, not other changes to reward bookings that have failed to ticket.

@Mattg any indication from QF that it's involuntary changes only?

 

[Lemon_Party]

I’ve been trying to resolve a J award booking from KUL-BNE for a couple of months with no joy.
MH cancelled Brisbane flights leading to us being auto re-routed via SYD. Not a big deal except the MH leg to SYD was waitlisted not confirmed.
I managed to get an e-ticket out of Qantas which I hoped my spark change - but it hasn’t.
Multiple calls to the QF phone teams lead to widely varied responses - from helpful people who say they need to raise a request to oneworld help desk for MH to create award space for me, and I should call back in a week, to people who say there’s no issue, I have an e-ticket and I am fine to just turn up and fly.
Regardless of the positive or more commonly negative phone interactions, my itinerary remains unchanged and few options for alternatives are available.
I’ve emailed the new escalations line twice and had no response other than one autogenerated reply.
Other than catching a lucky break on Friday I’m resigned to looking at revenue fares.
With the number of horror stories on this site last year I’d already shifted my flying back to VA from QF and am almost back to platinum. I’m sure many others will be voting with their feet - no point building up a mass of QF points if they can’t reliably get you anywhere.

 

[Lemon_Party]

I’ve been trying to resolve a J award booking from KUL-BNE for a couple of months with no joy.
MH cancelled Brisbane flights leading to us being auto re-routed via SYD. Not a big deal except the MH leg to SYD was waitlisted not confirmed.
I managed to get an e-ticket out of Qantas which I hoped my spark change - but it hasn’t.
Multiple calls to the QF phone teams lead to widely varied responses - from helpful people who say they need to raise a request to oneworld help desk for MH to create award space for me, and I should call back in a week, to people who say there’s no issue, I have an e-ticket and I am fine to just turn up and fly.
Regardless of the positive or more commonly negative phone interactions, my itinerary remains unchanged and few options for alternatives are available.
I’ve emailed the new escalations line twice and had no response other than one autogenerated reply.
Other than catching a lucky break on Friday I’m resigned to looking at revenue fares.
With the number of horror stories on this site last year I’d already shifted my flying back to VA from QF and am almost back to platinum. I’m sure many others will be voting with their feet - no point building up a mass of QF points if they can’t reliably get you anywhere.

So around the same time that I was penning my rant I received an email from the escalations team saying that they would request a seat be released by MH.
This morning woke to a new itinerary in my inbox with confirmed seats in J on the new routing. No e-ticket number on the itinerary but there is one on CMTrip and MH website so looks all good.
It looks like another positive data point for the escalations team after all!

 

[MelbFlyer]

So not really a "OWA" itinerary as my trip isn't under a "cap" of 318k for business class, but I booked a multi city classic rewards trip with 6 legs a few weeks ago and then subsequently upgraded one of the flights from economy to business class a few days ago as new seats popped up (if only they were all available at the time of booking, as the itinerary is now >318k points!)

All flights as per the Qantas confirmation email and also the Qantas app plus manage booking are "Confirmed", however logging into CX to do my seat allocation (as 1 flight is via CX), I can see that 2 flights (under BA and JQ) within the itinerary instead of saying "Confirmed", it says "Ticket not issued".

Logging into each of the respective BA and JQ manage booking sites, there appears to be no mention of anything pending, everything appears to be fine - it's just under the CX portal in which 2 flights says "Ticket not issued". Should I have anything to be concerned about?