Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[voy]

Hi,

I have an issue where my new flight that i had chosen due to a cancelled flight has dropped off the qantas site and app and the resolutions email team sent me a new pdf eticket without a e-ticket number. so im not sure if i need to chase them up. it was a qantas flight to heathrow that changed to a emirates flight. i can bring up the eticket number on the royal jordanian site found in another thread on 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’re not sure whether your ticket has been issued yet, one way to do this is by entering your surname and Qantas booking reference into “Manage Booking” on the Royal Jordanian Airlines website. Your ticket number starting with “081” should be visible when viewing your booking there."

so i went on the royal jordanian airlines site and it shows a e-ticket number and the new flight but the flights have dropped off the qantas FF site and app.

any ideas on which way to go i have replied to the new pdf e-ticket stating that they have not provided an e-ticket number.

 

[Mr H]

Hi,

I have an issue where my new flight that i had chosen due to a cancelled flight has dropped off the qantas site and app and the resolutions email team sent me a new pdf eticket without a e-ticket number. so im not sure if i need to chase them up. it was a qantas flight to heathrow that changed to a emirates flight. i can bring up the eticket number on the royal jordanian site found in another thread on 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’re not sure whether your ticket has been issued yet, one way to do this is by entering your surname and Qantas booking reference into “Manage Booking” on the Royal Jordanian Airlines website. Your ticket number starting with “081” should be visible when viewing your booking there."

so i went on the royal jordanian airlines site and it shows a e-ticket number and the new flight but the flights have dropped off the qantas FF site and app.

any ideas on which way to go i have replied to the new pdf e-ticket stating that they have not provided an e-ticket number.

I would not trust a partner airline site for ticket numbers. The QF site routinely shows the most recent valid ticket number, even if the booking is no longer ticketed. I presume other airlines do the same. Since CMT was enhanced, your best bet would be to call the QF call centre and ask whether your booking is ticketed.

 

[Captain Halliday]

I would not trust a partner airline site for ticket numbers. The QF site routinely shows the most recent valid ticket number, even if the booking is no longer ticketed. I presume other airlines do the same. Since CMT was enhanced, your best bet would be to call the QF call centre and ask whether your booking is ticketed.

Taking the advice of @Mr H one step further. I’d not just ask if it’s ticketed, but ask them to provide you the actual ticket numbers.

 

[voy]

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

how do you find passenger info on the app please?

 

[There'sOnlyOneJimmy]

how do you find passenger info on the app please?

Unfortunately, although Mr H’s advice was correct at the time it was given, the CMT App has been “Enhanced” since then, and no longer provides this useful information.

 

[voy]

Unfortunately, although Mr H’s advice was correct at the time it was given, the CMT App has been “Enhanced” since then, and no longer provides this useful information.

spewing

when i rang qantas they sent me an itinerary with a ticket number on it although it wasnt PDF it looked like a email written in DOS, and resending the itinerary through manage my booking wont send a eticket number like it does for other reservations.

 

[voy]

is it possible to resend your itinerary on the emirates site like you can with the qantas site? i cant find it atm..

 

[RichardMEL]

spewing

when i rang qantas they sent me an itinerary with a ticket number on it although it wasnt PDF it looked like a email written in DOS, and resending the itinerary through manage my booking wont send a eticket number like it does for other reservations.

heh, yes we know the "DOS format" you refer to. That's out of amadeus I believe. the point is it has the ticket number and that's what is important. It's still legit, just not "pretty" like the PDF's.

 

[RichardMEL]

I have sent the email to them and I will wait for their response. I have also called the HBA line and spoke to a agent who said they have sent a email to Japan airlines to re-issue the tickets and should be done some time next week. Fingers crossed.

It's good you got onto HBA somehow. However I do wonder about this timeframe.

My concern is that this trip is now a month or so away so time is of the essence. Further, flights are probably quite full by this stage given how demand is, so it may be difficult to find 7 seats (even pushing through conversion of commercial seats to reward) on QF operated services (and given the existing bookings, I don't think if they could get you there at different dates would work out so well).

I hope JL comes to the party but it seems worrysome to me.

What are the exact dates you were looking at or had the booking for? Just to get an idea of how flights are looking I guess.

My other thought is that should QF absolutely not come to the party here (and JL also) that you consider a backup of booking cheapest as possible seats over there on JQ or Scoot or something, to ensure this big holiday can actually happen. Yes, very costly I know and exactly what you wanted to use points for I understand, but this may be difficult to solve at this point.

I'm dismayed that seemingly you did not receive any notification when the JL flight was cancelled sometime between October and now (of course maybe you were and you missed it, went to spam etc, but I'm going to guess you didn't get any somehow). This is on QF's system to deal with. Perhaps if you knew, in say Jan (for example) this may have been easier to solve. I don't want to automatically make assumptions though based on little information but it is a fail that has happened to other pax without even a notification given and this is so poor.

 

[ClaireE]

I'm not sure what the "fix" is meant to be but two weeks ago I booked an international CR itinerary in a mixture of QF J and Emirates F. The booking was made over the phone to the Capetown call centre and the service rep actually seemed quite switched on, but 36 hours later I was starting to worry because no e-ticket had been issued. I finally got through to Hobart (I'm WP) and explained the situation and the customer service rep looked up the booking reference and literally said "eek, two of those flights are with Emirates, they had better be ticketed ASAP or they will drop off". She sent the request to someone more senior in her team and I got the ticket a couple of hours later. If I hadn't known about this issue from reading forums like this I can see that my booking would have disappeared and I would have been none the wiser, and if I had sub-WP status I probably wouldn't have gotten through to Hobart and may have lost the booking anyway. How hard can it be to get a redemption ticketed?

 

[Warragul]

I've installed the apps for all the non QF carriers (AT/RJ/JL) on my OWA trip in September with change notification on. These have pinged for each change that has occurred to date. QF have notified at the same time, so the back up hasn't been need...yet.

 

[MelbFlyer]

It's good you got onto HBA somehow.

As a Bronze member, I'd never get onto HBA.

Just curious though - do you guys actually specifically ask the operator where they are located?

Normally you can just tell by the accent, but I've never actually "asked" the operator if they're in Fiji, South Africa or NZ just out of principal.

 

[Mr H]

Just curious though - do you guys actually specifically ask the operator where they are located?

Yes, always. If I haven't worked it into conversation, at the end of the call I ask whether I can confirm their name so I can contact them again if necessary. I get them to spell their name for me if necessary, and ask them which call centre they are in. I usually make a guess so they can confirm or correct me. Of course, we both know there is no way to contact a specific agent again, but hopefully it makes them feel good about themselves and slightly more likely to do whatever they promised.

 

[RooFlyer]

Just curious though - do you guys actually specifically ask the operator where they are located?

As I'm in Tasmania, close to Hobart, I usually open by asking the agent how they are enjoying the weather. HBA agents will laugh and note that I'm local and agree yes, isn't it hot/cold/windy ... Overseas agents will be puzzled initially and I can usually tell by accent+weather report if they are HBA or not.

 

[eminere]

when i rang qantas they sent me an itinerary with a ticket number on it although it wasnt PDF it looked like a email written in DOS, and resending the itinerary through manage my booking wont send a eticket number like it does for other reservations.

That document is actually good for all intents and purposes. You won't need the "pretty" PDF.

 

[Lynda2475]

That document is actually good for all intents and purposes. You won't need the "pretty" PDF.

But if you want an updated PDF tax invoice you can get one via Finnair.

 

[SimonR32]

Urgh, after initially having some wins with this new email address, the latest isn't promising...

I've got a Cathay Pacific flight change/cancellation. Originally I was emailing the new address getting other changed flights fixed and noticed a waitlisted Cathay flight pop up a few days after our original flight at the end of our trip. I asked about it and they deleted the flight (didn't request deletion), now it turns out they shouldn't have as our original flight has been cancelled and have now instead rebooked us for the day before (which isn't workable). Emailed back on 23rd of Feb, followed up on the 2nd of March and then the 13th of March to try and get the original waitlisted flight back or other options but thus far crickets... No updates or response!

Who is the go to in the leadership team to email these days?

 

[Shanye2233]

IM just now thinking if they come back to me and say JAL has declined to re-issue the tickets then what options am I allowed to have regarding re-routing or requested to be put onto the next available qantas flight. Surely they cant just offer me a refund and be done with me.

 

[MEL_Traveller]

IM just now thinking if they come back to me and say JAL has declined to re-issue the tickets then what options am I allowed to have regarding re-routing or requested to be put onto the next available qantas flight. Surely they cant just offer me a refund and be done with me.

If your JAL flights have dropped off your ticket because of a qantas error, and if your tickets are between Japan and Australia or vice versa, the logical outcome is that QF should accommodate you on QF aircraft, in the cabin originally selected for your travel.

 

[Shanye2233]

If your JAL flights have dropped off your ticket because of a qantas error, and if your tickets are between Japan and Australia or vice versa, the logical outcome is that QF should accommodate you on QF aircraft, in the cabin originally selected for your travel.

Even if there is no classic rewards seats available ? Where is the written documentation they are going to ask me for to back me up