Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[Mr H]

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.

Now, at the risk of telling you what you already know, you need to accept the change and monitor CMT to check that the ticket numbers don't disappear. If they do, you need to phone the call centre to insist that they be reticketed.

You will find that CMT will not stop things going wrong, but it will help you see when something has gone wrong, giving you a sporting chance to fix it.

 

[MelbFlyer]

Now, at the risk of telling you what you already know, you need to accept the change and monitor CMT to check that the ticket numbers don't disappear. If they do, you need to phone the call centre to insist that they be reticketed.

You will find that CMT will not stop things going wrong, but it will help you see when something has gone wrong, giving you a sporting chance to fix it.

Yep, thankyou - I've checked the app literally just then and all flights have a new e-ticket number (which I've also checked on both CXs / RJs portal and they all match).

 

[Happy Dude]

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

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.

And out of nowhere an eTicket arrives from Finnair. So I joined their program and selected seats.

I haven't received anything directly from JAL and EK yet, or QR, EY and UA for rewards bookings made using VA points, so I'll join/log in to those programs to make sure all is in order.

Out of interest, I went back and looked at QFF redemptions made on EK in early 2020 and couldn't find anything directly from EK then either. There was a ticket change and QF seemed to handle it fine as we had no issues.

 

[1022]

I just had an experience with Air Canada who should be sending consultants to Qantas to show them how it's done.

I got a notification from CMT about a 15 minute schedule change on one of two flights on a Toronto-Vancouver-Victoria award in J booked with Aeroplan Miles. Log on to AC website, pull up my booking and I'm given a choice of accepting the 15 minute change or accepting any available flights that day at no extra charge. So my OMG'o'clock departure (all that I could initially book on miles) is now at a much more civilised hour and a new e-ticket landed in my inbox before I could even switch over to my mail app.

The fact that this sort of transaction is a noteworthy enough contrast to QF to share on this forum shows how rubbish QF has become in terms of IT and its low standards of customer care. Hey AJ, how about some of that that billion dollar profit be spent on upgrading the old dos mainframe computer in the back shed and hire and train a few more competent phone staff who won't blatantly lie to customers who have inconvenient requests?

 

[RooFlyer]

NOw if QF would just proess my ORCs id be platinum and be able to talk to someone competent.

unfortunately that’s not guaranteed these days. Platinums can still get Cape Town or Manila .

Hey AJ, how about some of that that billion dollar profit be spent on upgrading the old dos mainframe computer in the back shed and hire and train a few more competent phone staff who won't blatantly lie to customers who have inconvenient requests?

Oops,sorry. They've got a share buyback to fund, to boost the share price.

Oh! did I notice some options about to vest?

 

[MelbFlyer]

So was finally able to get a change done today around 10 mins ago, and my booking now has a QF leg on it.

I've been checking Check My Trip and this is the first time that my trip does not have an e-ticket number on any legs after a flight change.

I have to say I'm a bit nervous as my trip has 6 legs altogether and I have changed the trip before on 2 occasions, but none of the legs were on QF (maybe that's why e-tickets are issued quicker?).

I've heard of some posters having to wait a while for an e-ticket if there is a QF leg.

Fingers and toes crossed all is okay and an e-ticket number is issued soon. I wonder if the e-ticketing team are still working now (11:30pm AEDST)?

 

[exceladdict]

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.

Yes, am wondering if this is consistent with what @Mattg discussed or if they've changed the goalposts.

Failure to ticket because of systems or processes not working is a failure to ticket, regardless of cause.

 

[MelbFlyer]

So was finally able to get a change done today around 10 mins ago, and my booking now has a QF leg on it.

I've been checking Check My Trip and this is the first time that my trip does not have an e-ticket number on any legs after a flight change.

I have to say I'm a bit nervous as my trip has 6 legs altogether and I have changed the trip before on 2 occasions, but none of the legs were on QF (maybe that's why e-tickets are issued quicker?).

I've heard of some posters having to wait a while for an e-ticket if there is a QF leg.

Fingers and toes crossed all is okay and an e-ticket number is issued soon. I wonder if the e-ticketing team are still working now (11:30pm AEDST)?

After a pretty sleepless night, I've checked Check My Trip and there's still no e-ticket number for any of my 6 legs.

Within the Qantas Manage Booking portal, hovering my mouse cursor over the "Change" and "Cancel / Voucher" options, it says "Your booking is processing".

I called Qantas this morning and just got off the phone with them - the consultant (pretty good, clear) was able to see that the change was made last night 11:30pm, but that due to a backlog, it's not yet been ticketed.

I then relayed my concern in that - if it wasn't ticketed in time, that the booking may be lost altogether.

They assured me that it wouldn't be lost, as I previously had an e-ticket number in the past for the other flights that haven't been changed by myself (I've got 6 legs - I've only changed the 1 leg myself - 2 other flights have been changed by the airlines for mere 10-15min schedule changes but it's been re-ticketed immediately after I accepted the changes).

I then mentioned / asked if the delay in ticketing was due to the fact that I've now got a QF flight on it (previous itinerary was all partner airlines only, but one was with JQ) - the consultant said that it's possible due to the backlog on QFs end.

Should I (HUA)CA? Are any of the consultants able to ticket themselves?

 

[Lynda2475]

Failure to ticket because of systems or processes not working is a failure to ticket, regardless of cause.

I agree and right now I have both reasons on the same itinerary - QF fail to manually ticket because of a need to deduct additional points and also a Finair schedule change. Zero response to my emails, zero action and everyday when I call fobbed off to say its int he queue.

Well obviously in one of the stuck queues cause saw numerous posts on AFF of others making similar chnages yesterday and their agents even calling back to make sure was ticketed.

About to call yet again.

The risk to losing seats is the same whether QF or a partner airline makes the change if there are partner ailines on your PNR.

 

[algae]

I then relayed my concern in that - if it wasn't ticketed in time, that the booking may be lost altogether.

100% correct.

I then mentioned / asked if the delay in ticketing was due to the fact that I've now got a QF flight on it

Shouldn't make any difference.

Should I (HUA)CA

Absolutely. Also email the ticketing email if you haven't already

 

[MelbFlyer]

100% correct.


Shouldn't make any difference.


Absolutely. Also email the ticketing email if you haven't already

Thankyou, I've already emailed the escalations email twice now - no response in 3 days.

I will (HUA)CA later on, but the previous consultant this morning did promise to follow-up and callback.

I'm just concerned that if I keep calling back when it's already in the system and being processed, that I'm just calling redundantly when there's actually nothing that they can do to speed up the ticketing process, regardless of how many times I call.

 

[algae]

Thankyou, I've already emailed the escalations email twice now - no response in 3 days.

I will (HUA)CA later on, but the previous consultant this morning did promise to follow-up and callback.

I'm just concerned that if I keep calling back when it's already in the system and being processed, that I'm just calling redundantly when there's actually nothing that they can do to speed up the ticketing process, regardless of how many times I call.

I've had to hang up and call again many times recently. Just takes a couple tries before you get someone who is willing to call their ticketing team instead of just putting it in the queue

 

[Stusipad]

, so..... to be continued.

Well almost exactly 48hrs l got an e-ticket with all details correct and verified at CMT. Here's hoping it stays that way.

 

[1022]

Thankyou, I've already emailed the escalations email twice now - no response in 3 days.

I will (HUA)CA later on, but the previous consultant this morning did promise to follow-up and callback.

I'm just concerned that if I keep calling back when it's already in the system and being processed, that I'm just calling redundantly when there's actually nothing that they can do to speed up the ticketing process, regardless of how many times I call.

That was my concern yesterday after an agent told me they didn’t want to touch my booking because it was in the queue. I then watched as a couple of MH legs predictably disappeared so I called back and won the Qantas call centre lottery. Well division 2 prize. I don’t get Hobart but I did get someone in CPT who was all over it like a rash and got it recalculated and ticketed within a couple of hours. So if your itinerary has flights on airlines known to cancel unticketed legs (MH, UL, CX, QR especially) keep hounding them. If it’s just QF, JQ and BA I’d be less concerned but still watching it like a hawk.

 

[MelbFlyer]

I've had to hang up and call again many times recently. Just takes a couple tries before you get someone who is willing to call their ticketing team instead of just putting it in the queue

That was my concern yesterday after an agent told me they didn’t want to touch my booking because it was in the queue. I then watched as a couple of MH legs predictably disappeared so I called back and won the Qantas call centre lottery. Well division 2 prize. I don’t get Hobart but I did get someone in CPT who was all over it like a rash and got it recalculated and ticketed within a couple of hours. So if your itinerary has flights on airlines known to cancel unticketed legs (MH, UL, CX, QR especially) keep hounding them. If it’s just QF, JQ and BA I’d be less concerned but still watching it like a hawk.

Thankyou, I'm back on the phone now and waiting to hopefully get someone who can help and get it ticketed ASAP.

My current itinerary that I'm looking to have ticketed ASAP has flights on QF, AY, AF, BA and JQ.

 

[MelbFlyer]

So just got off the phone with a consultant who basically politely told me that it's in the queue and asked to please be patient until the booking is ticketed, considering that my trip is in Q3 of this year (ie. not urgent).

HUACA now, hoping for someone who will be able to assist.

 

[PaulyB]

HUACA now, hoping for someone who will be able to assist.

Good plan.

 

[MelbFlyer]

Okay got through and got a completely new response!

I explained to the consultant that I had changed 1 flight on my itinerary last night and am looking to get the trip ticketed, they've mentioned that they'll need my CC details to confirm?

The replacement flight resulted in the booking recalculating to less points and less taxes, and I provided my details last night for the reimbursement - not sure why they need it again this time?! I only just want the trip to be ticketed, how hard is it?

I'm currently on hold atm whilst they "check further".

 

[PaulyB]

I would say that the update didn’t work at the time. Just guessing. I updated an itinerary today and it took ages or it to register the refund on the system. To her credit my agent stayed the course.

 

[MelbFlyer]

I would say that the update didn’t work at the time. Just guessing. I updated an itinerary today and it took ages or it to register the refund on the system. To her credit my agent stayed the course.

Yep they've just returned from putting me on hold, I re-asked why they required my CC again, and they mentioned that they required my CC details to ensure that when they're looking to re-ticket the booking, "that a payment method is required and provided".

Here's hoping that I get my e-ticket soon after the conclusion of this call.