Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[Shanye2233]

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.

I didn't hear one word from them . I was selecting the seating and found out the hard way. My concerns as well if JL doesn't cough up the seats what leg do I have to stand on requesting to be put on QF flight or something else without paying anything extra from my pocket.

The dates of course is 9th April on Easter Sunday, with the plan of waking up early with the kids get the bunnies deliveries and get to the airport. Total disaster

 

[levelnine]

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

Yes, Qantas can open up seats on their own flights for classic rewards even if none are available.

They is no written documentation, at least publicly available.

However, as you are asking for a lot of seats over Easter, it is going to be a tall order. You may need to think about what you can do if you are left with just a refund.

 

[RichardMEL]

OK for April 9, JL is petty much toast in terms of capacity. NH (ANA) has availability, but that's not helpful to you in terms of QF.

QF25 DOES have some seats that night - 7? Well, hardto say - most economy class fare buckets are sold out with higher Flex ones only available and the seat map is quite full. Other options may be to go via MEL on the QF79 (to NRT) and there's also Jetstar out of both CNS and OOL that day that appear to have quite a bit of availability for sale at least.

The thing is QF's point of view on this in terms of "can they do this?" is more or less yes - as far as they're concerned, the supplier they purchased for you on your behalf (ie: JL) cancelled the flight/seats you'd booked. Due to it not being QF operated, their only real onus (again from their POV) is to refund you. They would far prefer that then opening up seats - specially on very full as is flights. Heck, if there's not 7 on a flight like the QF25, I don't think you'd want to be separated either - so that's another issue potentially.

However, I would at least ask the question - can you be rerouted onto QF or JQ services either QF25 that evening, or QF/JQ via one of MEL/OOL or CNS (with appropriate connections). Again 7 seats may be quite difficult.

In terms of moving you to the next "available" QF operated service - I mean what if that isn't till, I don't know, the Wednesday after? Is that even helpful when you have prebooked things (not to mention impact on time off work/school hols etc - making an assumption I know).

See with this being super peak time for flying and high demand airlines want to make money (hence no reward seats - even in economy) and it's super hard.

Would you be happy to take JQ (jetstar) if they offered it as an option? That MAY be something they could do more easily than on QF metal.

Looking at the JL52 flight on 9/4, you're not getting 7 seats on that flight released short of a miracle of such proportions I just can't even think of an appropriate analogy (sorry). I suspect availability around the whole of easter period and holidays will be similar and you won't get much joy there with the number of seats you're after (sorry).


I guess I would be prepared that a refund is all you are going to get at this point - one could argue and push via emailing execs and all the things usually recommended here, but in my view that all takes time, and time is in short supply for his. I would definitely, when next contacting QF, to be armed with acceptable options (eg: QF or JQ on April 9, and whatever else may work for you around those dates if possible). Being able to point agents to look at, for example, routing via OOL or CNS could help push them in the right direction. It's certainly a thought and best to be forearmed with potential options imo.

good luck.

 

[MEL_Traveller]

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

It depends.

If, and that’s ‘if’ it was a qantas error, they have a contractual obligation to get you to your destination and back, and the right person in the right department should open up seats on a Qantas flight for you if JAL won’t reinstate the tickets. You’ll still fly on award seats, but Qantas will convert revenue seats to award seats to carry you.

Unfortunately our contractual rights, and sometimes consumer rights aren’t always easy to enforce in Australia. While you might have a good claim contractually, it almost certainly won’t be resolved by April if you had to take legal action.

Hopefully it won’t come to that.

If this was an event outside QF’s control, your options could be very limited.

 

[Shanye2233]

OK for April 9, JL is petty much toast in terms of capacity. NH (ANA) has availability, but that's not helpful to you in terms of QF.

QF25 DOES have some seats that night - 7? Well, hardto say - most economy class fare buckets are sold out with higher Flex ones only available and the seat map is quite full. Other options may be to go via MEL on the QF79 (to NRT) and there's also Jetstar out of both CNS and OOL that day that appear to have quite a bit of availability for sale at least.

The thing is QF's point of view on this in terms of "can they do this?" is more or less yes - as far as they're concerned, the supplier they purchased for you on your behalf (ie: JL) cancelled the flight/seats you'd booked. Due to it not being QF operated, their only real onus (again from their POV) is to refund you. They would far prefer that then opening up seats - specially on very full as is flights. Heck, if there's not 7 on a flight like the QF25, I don't think you'd want to be separated either - so that's another issue potentially.

However, I would at least ask the question - can you be rerouted onto QF or JQ services either QF25 that evening, or QF/JQ via one of MEL/OOL or CNS (with appropriate connections). Again 7 seats may be quite difficult.

In terms of moving you to the next "available" QF operated service - I mean what if that isn't till, I don't know, the Wednesday after? Is that even helpful when you have prebooked things (not to mention impact on time off work/school hols etc - making an assumption I know).

See with this being super peak time for flying and high demand airlines want to make money (hence no reward seats - even in economy) and it's super hard.

Would you be happy to take JQ (jetstar) if they offered it as an option? That MAY be something they could do more easily than on QF metal.

Looking at the JL52 flight on 9/4, you're not getting 7 seats on that flight released short of a miracle of such proportions I just can't even think of an appropriate analogy (sorry). I suspect availability around the whole of easter period and holidays will be similar and you won't get much joy there with the number of seats you're after (sorry).


I guess I would be prepared that a refund is all you are going to get at this point - one could argue and push via emailing execs and all the things usually recommended here, but in my view that all takes time, and time is in short supply for his. I would definitely, when next contacting QF, to be armed with acceptable options (eg: QF or JQ on April 9, and whatever else may work for you around those dates if possible). Being able to point agents to look at, for example, routing via OOL or CNS could help push them in the right direction. It's certainly a thought and best to be forearmed with potential options imo.

good luck.

I would rather be separated for 9 hours then take 2 or 3 flights to get me there. A refund of the ticket isn’t going to help me I have return flights back hotel paid and tickets as well. I wonder if I should give my travel insurance company a call and see if they can help or if I can make a claim .

 

[Shanye2233]

It depends.

If, and that’s ‘if’ it was a qantas error, they have a contractual obligation to get you to your destination and back, and the right person in the right department should open up seats on a Qantas flight for you if JAL won’t reinstate the tickets. You’ll still fly on award seats, but Qantas will convert revenue seats to award seats to carry you.

Unfortunately our contractual rights, and sometimes consumer rights aren’t always easy to enforce in Australia. While you might have a good claim contractually, it almost certainly won’t be resolved by April if you had to take legal action.

Hopefully it won’t come to that.

If this was an event outside QF’s control, your options could be very limited.

The agent today confirmed to me qantas didn’t ticket the booking in time and JL cancelled my booking. If next week I don’t get any resolution am I allowed as Richard said offer other routing to the agent to get me to the destination. I.e syd-Mel-sim-hnd without any extra costs to me .

This is getting worse and worse

 

[pyffii]

By the way QF79 is to Haneda and not Narita

 

[MEL_Traveller]

The agent today confirmed to me qantas didn’t ticket the booking in time and JL cancelled my booking. If next week I don’t get any resolution am I allowed as Richard said offer other routing to the agent to get me to the destination. I.e syd-Mel-sim-hnd without any extra costs to me .

This is getting worse and worse

If they agent confirmed that then I expect either JAL to reinstate the tickets, or QF to accommodate you on one of their planes.

 

[kpro]

Yesterday I logged into my qantas account and noticed the flight was greyed out.

The agent today confirmed to me qantas didn’t ticket the booking in time

I'm not sure that these two points quite add up though. Typically the flight falls off, or the whole booking disappears if it's the only flight, when the itinerary has not been ticketed in time.

If the flight is still visible in the account, what does it say the status is and is the 'change' button enabled? Did you receive an e-ticket email when you originally booked?

 

[Shanye2233]

I received a e-ticket with 081 starting. The flight wasn’t in my account under my bookings I had to punch the details in manually then it showed up as greyed out. It did give me the option to cancel/voucher I think but now there’s nothing there.

 

[FenderQF]

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.

After emailing several other execs, I got an actual response from one of them who seemed to genuinely care about the stuff up. No more than a couple hours later the flights that had dropped off were reissued with new numbers and the Amadeus format email was received as well. I then received second email in the whole correspondence from the escalations team apologising and saying tickets are all good. It was a stress, especially being on the road travelling on the ticket in question. Who knows if the exec played a part or the escalations team was already on it, it would make life easier with some more transparency from Qantas that’s for sure (Or they could just automatically ticket a schedule change correctly in the first place!).

 

[SydneySwan]

The agent today confirmed to me qantas didn’t ticket the booking in time and JL cancelled my booking. If next week I don’t get any resolution am I allowed as Richard said offer other routing to the agent to get me to the destination. I.e syd-Mel-sim-hnd without any extra costs to me .

This is getting worse and worse

With so many tickets and little kids involved you have all the ingredients for a Current Affair story. I would give C9 a call to see whether they would be interested in helping you get a resolution.

 

[Flyfrequently]

I think that used to happen if booking for more than one passenger, but as I just usually book for myself internationally I dont think Im prompted anywhere except APIS.

@Lynda2475 and @SYD, I have read your comments and this thread with interest. Have flown a bit over the years (not much internationally in past 3 years) and never noticed APIS on MMB or filled it out!

With upcoming travel to Europe in September, you have prompted me to do so.
Also, having gone on to KLM site to book our seats, they have asked for passport details etc prior to flying - this has all been new to me, so thank you.
Never had to with previous QF, BA or EK flights.

Must add though, have been lucky with our CR BC bookings for upcoming trip, all e tickets have come through within minutes especially having many schedule changes by KLM .

 

[djkelly69]

I would give C9 a call to see whether they would be interested in helping you get a resolution.

If you look at the recent news.com.au articles about QF stuff-ups, there is some sort-of consumer advocate that seems to have been feeding them the stories. Might be worth a try as well.

 

[RichardMEL]

If they agent confirmed that then I expect either JAL to reinstate the tickets, or QF to accommodate you on one of their planes.

Agree. QF's admitted error and this makes it a different situation. tbh upon first reading I thought JL had cancelled the actual flight (so I was surprised to see JL52 still available). This is definitely a situation for the email address team to resolve - and ASAP (given 7 seats).

I also agree travel insurance company should definitely be consulted depending on where things land. It depends how they view the booking - ie if it's a separate policy or one tied to a points earning card or something how they would judge flights booked with points and what their coverage may be.

 

[RichardMEL]

I received a e-ticket with 081 starting. The flight wasn’t in my account under my bookings I had to punch the details in manually then it showed up as greyed out. It did give me the option to cancel/voucher I think but now there’s nothing there.

I just want to clarify this - is it only the flight over to Tokyo that's been cancelled by JL? It seemed you mentioned that you have flight(s) back home that are all OK? is that correct?

 

[Flyfrequently]

If you look at the recent news.com.au articles about QF stuff-ups, there is some sort-of consumer advocate that seems to have been feeding them the stories. Might be worth a try as well.

Post automatically merged: Mar 16, 2023

This may be who you are thinking of djkelly69.

 

[There'sOnlyOneJimmy]

After emailing several other execs, I got an actual response from one of them who seemed to genuinely care about the stuff up. No more than a couple hours later the flights that had dropped off were reissued with new numbers and the Amadeus format email was received as well. I then received second email in the whole correspondence from the escalations team apologising and saying tickets are all good. It was a stress, especially being on the road travelling on the ticket in question. Who knows if the exec played a part or the escalations team was already on it, it would make life easier with some more transparency from Qantas that’s for sure (Or they could just automatically ticket a schedule change correctly in the first place!).

Congratulations on a great outcome.
Are you willing to share the list of exec emails that you used? (Particularly the one that you think was responsive.)

 

[Shanye2233]

Just a heads up so far . This morning I got a email with a e-ticket number 081-xx_ and itinerary for all passengers from qantas.

I’m not sure how good it is so I’m going to call JL and double check to make sure everything is sweet. But this is great news without any sleep last night

The booking reference number is the same if that matters .

 

[Princess Fiona]

Congratulations on a great outcome.
Are you willing to share the list of exec emails that you used? (Particularly the one that you think was responsive.)

We do not publish the email addresses of execs here.