Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[Aceskywalker]

so emailed the team 1st Feb. & they have finally ticketed flights 27th Feb.

Fixed all errors i.e cancelled CX flights have been reinstated + opened seats on a BA flight so that our party was in one group, due to an incompetent international call centre cancelling flights & splitting our group up onto different flights to different airports. She didn't realise London City was a different airport OMFG & then promised me that she had not changed any flights...( :

Anyway. All in all a good result, but required an anxious 4 weeks...

Granted, it's better then the alternative of having to HUACA, speak to dozens of call centre staff, hours on hold to be told they can't help.....

But still could be a hell of a lot better. Baby steps..

 

[kpro]

I'm still having good success with re-ticketing for my OWA *touch wood*.

Received a change notice, called up 12 hours later. 8 min wait and reached either Hobart or Auckland. 7 mins to explain the issue and the changes I wanted. 30 mins later new e-ticket in my inbox.

 

[timoh]

Maybe someone here has some advise for me.

I booked a classic reward LHR-SYD-BNE on Qantas last Friday when Qantas had their issues with their IT and in the end I got an error processing my payment. I ended up calling and finishing the booking over the phone. However, shortly after my booking disappeared and I called again. Turns out the booking was auto cancelled due to the missing payment. The agent managed to rebook me on the same flight again under the same booking ref re-using my previous payment (which had gone through). Since then I'm waiting on getting my flights ticketed. I called twice since then, both times they told me there were some errors, took my card details and in the end told me it's now in the ticketing queue which could take 24-48hrs. While I can see a charge on my card for the tax payments, my points still haven't even been deducted and still no tickets.

Should I try emailing instead of calling? Seems like the call centre agents are not able to really address the issue here.

 

[jpp42]

Should I try emailing instead of calling? Seems like the call centre agents are not able to really address the issue here.

The email address in this thread is only for Qantas bookings on partner airlines, there is no email address that will help you, phoning is the only option. For itineraries entirely on Qantas metal, it's not as urgent an issue as long as you can still see the flights as "confirmed" in MMB. I recommend registering for change updates on checkmytrip.com so that if a flight drops off you'll know right away. But in the interim as long as the booking is there, you will just have to wait - Qantas has said several times that the ticketing queue is priorised by date of travel, so if yours is some time off, it may take a while.

 

[1022]

Should I try emailing instead of calling? Seems like the call centre agents are not able to really address the issue here.

I waited a couple of weeks last year for points to be taken for a QF classic award originating from an overseas port. Then another week or two for ticketing. As others have said, if it’s on Qantas metal and still showing in your QF profile, you needn’t be too concerned….as annoying as it is having to wait.

 

[Nitro6333]

Should I try emailing instead of calling? Seems like the call centre agents are not able to really address the issue here.

I had the same issues with a booking on QF1 Syd-LHR i emailed [email protected] knowing it was only for partner airline issues. They fixed it within hours and emaild me advising they had issued the ticket

 

[Nitro6333]

I had the same issues with a booking on QF1 Syd-LHR i emailed [email protected] knowing it was only for partner airline issues. They fixed it within hours and emaild me advising they had issued the ticket

So just a follow up on this for the info of others. I received a call back from [email protected] today (while I was on the phone to Fiji trying to ger another flight ticketed I took the punt and quickly hung up) checking to see if I had received my tickets for my QF1 flight. Yes I happily replied BUT I have another booking I’m trying to get a ticket for can you help? gave her the booking ref and had it sorted and ticket emailed in less than five minutes this was after 2 days of pain.......... I’ll take that as a win!

 

[serfty]

[moderator hat]

Moved posts regarding Check My Trip Issues here:​

​

CheckMyTrip Update - No more desktop access or ticket numbers

Just updated Check My Trip and cant login or register as says "invalid email"...any one else having issues ?

www.australianfrequentflyer.com.au

​

[/moderator hat]

 

[BD1959]

[moderator hat]

Moved posts regarding Check My Trip Issues here:​

​

Australian Frequent Flyer

Tips, Tricks & Chat for the Australian Frequent Flyer

www.australianfrequentflyer.com.au

​

[/moderator hat]

serfty: you may want to check that link ... it takes me to the Main Menu and - also finding this latest CMT incarnation absolute pits would like to join that convo!

Regards,

BD

 

[eminere]

serfty: you may want to check that link ... it takes me to the Main Menu and - also finding this latest CMT incarnation absolute pits would like to join that convo!

Regards,

BD

Link here: CheckMyTrip Update - No more desktop access or ticket numbers

 

[hanrahs]

So is the email actually working for people? Third time on this booking that we have had flights dropped by Qantas... been on the phone (mostly on hold) all day, so far the first person I talked to said they think they can fix it but after being on hold for an hour call was disconnected. Only other person I have been able to talk to tried to tell me the only option was to cancel the flight and issue a refund - losing all 13 other legs - it is the final 2 legs coming home that were dropped. I just want Hobart to answer the phone for once. We leave in a couple weeks and have had probably 30-40 flight changes with half of those requiring reticketing between the two of us.

 

[MelbFlyer]

So is the email actually working for people?

Not for me, I sent 2 emails to the escalations email a week ago and have not received a response in that timeframe.

In the meantime, my e-ticket has been issued, but it still would be good to at the least, receive a reply email to confirm.

 

[Lynda2475]

So 14 days after emailing them (and 9 days after a call centre agent finally issued my ticket) i get a response via email saying, oh well looks like this has been resolved.

If i'd waited for them to reach out I would have lost my seats.

 

[FenderQF]

No response to me in a week. I’m on an active RTW ticket at the moment and my last leg home at the end of the month dropped off and every single call centre member has been less than useful. If I could pay a fee to get through to Hobart CC I would. The only thing better than calling the useless call centres at home is calling the useless call centres when on holiday!

 

[Tay]

Over the past year or so, many Qantas Frequent Flyer members have lost their Classic Flight Reward bookings for travel on partner airlines due to Qantas' failure to get the bookings ticketed (or re-issued) on time.

This is something AFF has been in regular contact with Qantas about over recent months. The good news is that Qantas has now taken some concrete steps to fix this problem, which you can read about here:

Qantas Fixes Ongoing Reward Flight Ticketing Failures

Qantas is taking concrete steps to ensure Classic Flight Reward tickets are issued and re-issued correctly in the future.

www.australianfrequentflyer.com.au

If you have a ticketing issue relating to a Classic Flight Reward booking, you'll be able to escalate this by emailing a dedicated support team from midday today.

You can leave a comment or discuss this topic below.

I recently booked classic rewards flights on Cathay Pacific. After submitting payment Qantas website crashed. The seats were still on my account. I called Qantas and was reassured they were all fine. Next thing they were gone. Called back, had them reinstated, checked again this time they are waitlisted. I have called more than ten times and spent more that 9 hours on hold over the calls. I’ve been hung up on and promised many times that the issue has been fixed. Thank you for sharing this info. I will email the address you suggested.

 

[Aceskywalker]

I recently booked classic rewards flights on Cathay Pacific. After submitting payment Qantas website crashed. The seats were still on my account. I called Qantas and was reassured they were all fine. Next thing they were gone. Called back, had them reinstated, checked again this time they are waitlisted. I have called more than ten times and spent more that 9 hours on hold over the calls. I’ve been hung up on and promised many times that the issue has been fixed. Thank you for sharing this info. I will email the address you suggested.

I had same issue, email team. It took 4 weeks to resolve. Hang in there.

 

[drron]

I recently booked classic rewards flights on Cathay Pacific. After submitting payment Qantas website crashed. The seats were still on my account. I called Qantas and was reassured they were all fine. Next thing they were gone. Called back, had them reinstated, checked again this time they are waitlisted. I have called more than ten times and spent more that 9 hours on hold over the calls. I’ve been hung up on and promised many times that the issue has been fixed. Thank you for sharing this info. I will email the address you suggested.

Best of luck and welcome to AFF @Tay .

 

[RooFlyer]

Welcome to AFF @Tay and best of luck

 

[RichardMEL]

After my lengthy delay in getting my reward booking ticketed, I now have the eticket email that shows fees and charges. I am disappointed to see that the ticket shows fees and charges of $722.80 when my credit card was charged for $1,047.34.

could this be a foreign currency conversion thing ? (with no background on the ticket in question)

 

[flapper]

No response to me in a week. I’m on an active RTW ticket at the moment and my last leg home at the end of the month dropped off and every single call centre member has been less than useful. If I could pay a fee to get through to Hobart CC I would. The only thing better than calling the useless call centres at home is calling the useless call centres when on holiday!

I think you should email Marcus Svensson , I've had success with getting call backs from someone a few times after emailing him, recently it took 3 working days for someone to call after a flight dropped off after QF failed to reticket on time after a minor time change. You should also send another email to rewards escalations politley asking for a response, they reticketed a booking for me a few hours after I emailed them again after 10 days.