Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[Happy Dude]

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

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I had the same situation with a FCO-ARN reward flight with AY via QFF. Accepted the very minor change and QF issued a new e-ticket within 10mins. I came to this thread to post positively and add my data point, as it appears that the new system is working as it ought to (for most anyway).

However I don't have, and have never had, any e-ticket from AY with whom I don't have a FF account. I also don't have anything from EK despite having a reward ticket with them via QFF.

Noting @WGM's post below in response to @cathalm8, am I supposed to get something from the carrier and QFF when booking via QFF? Wondering if I need to sign up to AY, EK, JL etc in order to be sure the ticket exists and manage the booking, select seats etc.

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".

 

[RealtimeY]

You only usually get tickets from the agent/airline you booked with (Qantas, in this case), and not the operating airline itself.

It sounds like your AY booking is fine, but if you are wanting to be absolutely certain you can request a copy of the ticket here: Order your e-ticket receipt

 

[algae]

Wondering if I need to sign up to AY, EK, JL etc in order to be sure the ticket exists and manage the booking, select seats etc.

Whenever I have flight changes I typically get emails from both the partner airline and Qantas.

All you need to do is go to each partner airline and go to manage my booking. Enter your booking reference and ensure your contact details are up to date.

 

[Mr H]

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?

Yes you should be concerned. It sounds as though your booking has not yet been ticketed and if it is not ticketed quickly, you risk some of your flights auto-cancelling. Call them and ask for it to be ticketed asap. Also, you should sign up for Check My Trip and use that for monitoring bookings as its information is up to date and reliable.

 

[MelbFlyer]

Yes you should be concerned. It sounds as though your booking has not yet been ticketed and if it is not ticketed quickly, you risk some of your flights auto-cancelling. Call them and ask for it to be ticketed asap. Also, you should sign up for Check My Trip and use that for monitoring bookings as its information is up to date and reliable.

Thankyou, even though that on Qantas' manage booking website, it's stated as "confirmed", and I've received an email stating all flights are confirmed?

 

[Mr H]

Thankyou, even though that on Qantas' manage booking website, it's stated as "confirmed", and I've received an email stating all flights are confirmed?

I can see you are a new member. You will soon spot a pattern which is that the Qantas Manage Booking website is not reliable and neither are Qantas emails. Please join Check My Trip and you will be able to see the state of your bookings in real time.

 

[jpp42]

Thankyou, even though that on Qantas' manage booking website, it's stated as "confirmed", and I've received an email stating all flights are confirmed?

Unfortunately, "confirmed" is not the final step - it's very misleading language and really just means you have a reservation, which could expire if not ticketed in time. In plain English terms you are not actually ready to go until your flight is *ticketed*. Making it harder, Qantas's MMB site won't even tell you if the flight is ticketed! You are ticketed if you got a PDF itinerary with an e-ticket number in it, showing for all of your flights, but that was only true at the time it was sent and could change.

Please use the web site checkmytrip.com to view this, or certain other airlines' sites (commonly recommended is Royal Jordanian - it doesn't matter if none of your flights are actually with RJ). If you see an e-ticket number in your itinerary through one of those sites, then you're probably all good. If not, your flight is definitely not ticketed and you should immediately follow-up with Qantas via the call centre or you may lose your flights (or try the email address mentioned at the top of this thread).

 

[MelbFlyer]

You will soon spot a pattern which is that the Qantas Manage Booking website is not reliable and neither are Qantas emails. Please join Check My Trip and you will be able to see the state of your bookings in real time.

Unfortunately, "confirmed" is not the final step - it's very misleading language and really just means you have a reservation, which could expire if not ticketed in time. In plain English terms you are not actually ready to go until your flight is *ticketed*. Making it harder, Qantas's MMB site won't even tell you if the flight is ticketed! You are ticketed if you got a PDF itinerary with an e-ticket number in it, showing for all of your flights, but that was only true at the time it was sent and could change.

Please use the web site checkmytrip.com to view this, or certain other airlines' sites (commonly recommended is Royal Jordanian - it doesn't matter if none of your flights are actually with RJ). If you see an e-ticket number in your itinerary through one of those sites, then you're probably all good. If not, your flight is definitely not ticketed and you should immediately follow-up with Qantas via the call centre or you may lose your flights (or try the email address mentioned at the top of this thread).

Thankyou, I've now emailed [email protected] with screenshots of both the CX and QF manage booking pages that show different statuses.

Looking at Royal Jordanian's website, I definitely see 2 e-ticket numbers at the bottom of the manage booking page which match up with the e-ticket numbers within the Qantas email PDF file.

I also emailed an itinerary to myself directly from the Cathay Pacific manage booking page and the e-ticket number also matches both RJ's website portal plus the Qantas email PDF.

I should therefore be safe?

 

[Mr H]

Thankyou, I've now emailed [email protected] with screenshots of both the CX and QF manage booking pages that show different statuses.

Looking at Royal Jordanian's website, I definitely see 2 e-ticket numbers at the bottom of the manage booking page which match up with the e-ticket numbers within the Qantas email PDF file.

I also emailed an itinerary to myself directly from the Cathay Pacific manage booking page and the e-ticket number also matches both RJ's website portal plus the Qantas email PDF.

I should therefore be safe?

I don't know how many times to say it, but join Check My Trip. It is the only real time window onto Amadeus bookings. The stuff you see on airlines' websites may well be garbage. But without looking at CMT, you will never know.

 

[MelbFlyer]

but join Check My Trip.

Just downloaded the app and it says all flights (all 6 legs) are CONFIRMED.

 

[Mr H]

Just downloaded the app and it says all flights (all 6 legs) are CONFIRMED.

Now go onto the passenger info and see whether it has a ticket number.

 

[MelbFlyer]

Now go onto the passenger info and see whether it has a ticket number.

Yep, just checked all flights and it's got the same e-ticket number on all legs.

Must be therefore an issue with CXs website portal?

All other places are showing CONFIRMED - QF / RJ / Check My Trip app

 

[Mr H]

Yep, just checked all flights and it's got the same e-ticket number on all legs.

Must be therefore an issue with CXs website portal?

All other places are showing CONFIRMED - QF / RJ / Check My Trip app

Then you are good. The CMT app is the source of truth.

 

[MelbFlyer]

Then you are good. The CMT app is the source of truth.

Thankyou, I had previously downloaded it but was a bit skeptical about putting my PNR into a 3rd party app.
I'll refer to this app from now on, I've got another trip booked before this one so I'll also add that too.

 

[jpp42]

Thankyou, I had previously downloaded it but was a bit skeptical about putting my PNR into a 3rd party app.

It's not actually a third party app, although I recognise that it might appear that way. It's run by Amadeus, which is the GDS (global reservation system) used by Qantas and many other airlines, so this is a portal into the actual database of record.

 

[algae]

Must be therefore an issue with CXs website portal?

Yep, my CX website also says ticket not ticketed for non-cx flights. I've never worried about it because CMT tells me I have a ticket. Must just be that CX has less visibility of other airlines ticketing systems

 

[MelbFlyer]

Acrually just got an email notification from Check My Trip - one of my legs' departure time got changed (10mins earlier).

I received the email around 30 mins before the actual email from Qantas.

 

[SydneySwan]

Acrually just got an email notification from Check My Trip - one of my legs' departure time got changed (10mins earlier).

I received the email around 30 mins before the actual email from Qantas.

Same here but Qantas were only 12 minutes behind this time!

 

[Lynda2475]

Still no new eticket for me (despite emailing rewardticketingescalations on Tuesday), and now Finnair have sent a schedule change (only 20 mins so no biggie) got the notification from Qantas accepted it and then the same from Finnair 6 hours later.

Called again today, pretty sure it was Phillipines, terrible line sounded like she was a mile away from the phone, could barely hear her but her slow typing was deafening. She barely listened said she had sent an escalation and I would get an email case number (no email received of course) and hung up despite my request to wait for it to be ticketed.

Also if you huaca to get a better agent the one you hung up on calls you back while you have an outbound call to try and get HBA/NZ. NOw if QF would just proess my ORCs id be platinum and be able to talk to someone competent.

Have emailed the rewardticketingescalations again noting i didnt get the auto response that I got on Monday (I mentioned Finnair Schedule Change in subject this time).

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

See below for the response received (underlining is mine)

Thank you for contacting Qantas.

This inbox is dedicated to customers who hold a Classic Flight Reward booking on a partner airline flight, which has been cancelled or had a schedule change.

Please ensure your query includes your Booking Reference. Queries will be prioritised by the date of travel.

Enquiries on other issues that are sent to this inbox will not be actioned or forwarded on.
Please refer to https://www.qantas.com/au/en/support/contact-us.html for the best way to contact us for other enquiries.

Contact us | Qantas

Find out how to contact us to change your booking, call your local Qantas Office, contact us in Australia on 13 13 13, search our FAQs, provide feedback and more.

 

[RealtimeY]

I managed to get a simple QF booking ticketed through the inbox within just a few hours. No partners, no schedule changes, just one flight not ticketed for some unknown reason.

Perhaps they are silently escalating "harder" requests in the background?

My request was handled around 9pm, and it seems some others' are also getting dealt with around that time. I wonder which team is handling these?