Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[Flyfrequently]

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

Hope it is all good and happy travels@ Shanye2233

 

[Nitro6333]

We do not publish the email addresses of execs here.

Apparently this is the format to use


Lucinda Purser is also worth a try also – I can’t post the email but fill in the blanks - l******p*****@qantas.com.au

 

[TheInsider]

Apparently this is the format to use


Lucinda Purser is also worth a try also – I can’t post the email but fill in the blanks - l******p*****@qantas.com.au

FWIW she's just an Executive Assistant.

 

[justinbrett]

FWIW she's just an Executive PA.

Isn't that just called an EA?

 

[TheInsider]

Isn't that just called an EA?

Correct! I'll fix that up.

 

[RooFlyer]

FWIW she's just an Executive Assistant.

Sounds ideal if she’s EA to the right person. More likely to actually read the email sent to them and if they care about the person they are EA to, might do something about it.

 

[Danger]

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.

Why is the contractual obligation apparently different depending on whether or not it was a Qantas error?

We do not publish the email addresses of execs here.

Since when?

 

[Nitro6333]

Sounds ideal if she’s EA to the right person. More likely to actually read the email sent to them and if they care about the person they are EA to, might do something about it.

EA to Andrew David but after several issues i just started emailing her direct



Hello Mr

Thank you for your email to Andrew, Andrew has asked that I acknowledge your email and respond on his behalf.

I am terribly sorry to hear that about your ticketing issues and I have sent this onto our customer team for urgent investigation and action.

Kind regards, Lucinda

Lucinda Purser

EA to Andrew David, CEO Qantas Domestic and International

Qantas Airways Limited

qantas.com | facebook.com/qantas | twitter @qantas | youtube.com/qantas

 

[RichardMEL]

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 .

sounds to me like they've gotten your booking reinstated which is fantastic if true. Is it for JL52 or another flight? assuming JL52.

This sounds really good. If you have gotten a ticket number and itin then it sounds like you should be good to go. Don't blame you for confirming with JL of course!

Assuming it shows up when you use MNB online too?

hopefully a positive outcome.

 

[Mr H]

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 .

Great news. Of course, we’ll never know exactly what happened behind the scenes but the escalations email address does seem to have been a game changer.

 

[MEL_Traveller]

Why is the contractual obligation apparently different depending on whether or not it was a Qantas error?

If the event was outside Qantas’ control, they might not be able to do fix it. And a refund might be the only option.

If it was a qantas error they can fix it by putting the passenger on one of their own planes.

 

[Shanye2233]

Great news. Of course, we’ll never know exactly what happened behind the scenes but the escalations email address does seem to have been a game changer.

I did email them but I also called using the premium number and got a lady in Hobart who sorted it all out for me . I did HUACA many times with the overseas connections and got nothing but a refund.

Post automatically merged: Mar 16, 2023

sounds to me like they've gotten your booking reinstated which is fantastic if true. Is it for JL52 or another flight? assuming JL52.

This sounds really good. If you have gotten a ticket number and itin then it sounds like you should be good to go. Don't blame you for confirming with JL of course!

Assuming it shows up when you use MNB online too?

hopefully a positive outcome.

Yes we all back on JL52 so its great. I have selected the seats, although the agent told me I cant select anything in front of row 46 because its award booking. I learn something new everyday.

 

[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?

and so I finally bite the bullet and emailed Qantas leadership... Only for Qantas to release a whole lot of pacific flights in August a few hours later!

So rang up and cancelled Cathay flights and got us on LAX to SYD to PER on Qantas A380 / A330 Now I just need to work out how we get from New York to LAX as both AA and AS don't seem to have any availability around that time

 

[voy]

An update on my situation with the customer resolution centre i emailed them back the eticket didnt have a e ticket number with it and they sent me one today all sorted. Happy days

 

[Danger]

If the event was outside Qantas’ control, they might not be able to do fix it. And a refund might be the only option.

If it was a qantas error they can fix it by putting the passenger on one of their own planes.

It's still not clear to me how, just because it might be easier for Qantas to fix by accommodating passengers on its flights, the contractual relationship is somehow different. I haven't seen many contracts in my life but I have also never seen one that says, 'If there's an error and it's easy for us to fix, we'll do our best to do so. If it's not easy for us to fix, there is no contractual obligation for us to do so.'

 

[MEL_Traveller]

It's still not clear to me how, just because it might be easier for Qantas to fix by accommodating passengers on its flights, the contractual relationship is somehow different. I haven't seen many contracts in my life but I have also never seen one that says, 'If there's an error and it's easy for us to fix, we'll do our best to do so. If it's not easy for us to fix, there is no contractual obligation for us to do so.'

It’s not about whether it’s an easy fix or not. It’s about a couple of things… it’s about whether it *can* be fixed, and then whether there’s an obligation to do so.

The intervention or act of a third party party may mean there is nothing that can be fixed, and/or no obligation to fix.

 

[Danger]

It’s not about whether it’s an easy fix or not. It’s about a couple of things… it’s about whether it *can* be fixed, and then whether there’s an obligation to do so.

The intervention or act of a third party party may mean there is nothing that can be fixed, and/or no obligation to fix.

I agree it's not about how easy or not it is to fix. But your post (to me, at least) suggests otherwise. I don't understand how the contractual obligation is any different. Qantas can still fix a mistake by swiping the corporate card and putting you on Etihad. Whether it chooses to do so or not surely isn't part of the contract.

 

[MEL_Traveller]

I agree it's not about how easy or not it is to fix. But your post (to me, at least) suggests otherwise. I don't understand how the contractual obligation is any different. Qantas can still fix a mistake by swiping the corporate card and putting you on Etihad. Whether it chooses to do so or not surely isn't part of the contract.

But whether or not Qantas needs to fix the mistake can be dependent on where the fault lies.

In this particular case, as a customer you could try and take qantas to court, incur costs, and even if you win, you’re unlikely to have had your holiday by the time it all gets sorted. At least without considerable expense on your behalf if you needed to buy new tickets for seven people and claim them back.

The availability of an fix in this allows qantas to rectify its fault, and get the customer where they need to go, when they need to go. It’s a win-win.

But if this was an event outside QF’s control, it may not have an obligation to assist other than a refund. If JAL had actually cancelled its flights, i’m not sure there’s an obligation on QF to pull out the corporate card and accommodate you on another airline, or even their own services.

 

[Radio8tiv]

I have seen the app Check my trip mentioned a lot in this thread so I thought I would try it out, maybe it’s just an updated version or I’m doing something wrong, but I can’t see many details at all in this app. I normally use AwardWallet and get to see all the details from booking class to taxes paid, passenger names and ff number, to e-ticket numbers. How do you check the e-ticket number in CMT?

 

[exLXCXFF]

I have seen the app Check my trip mentioned a lot in this thread so I thought I would try it out, maybe it’s just an updated version or I’m doing something wrong, but I can’t see many details at all in this app. I normally use AwardWallet and get to see all the details from booking class to taxes paid, passenger names and ff number, to e-ticket numbers. How do you check the e-ticket number in CMT?

yes - the update a few weeks ago made the app unusable, see separate thread on here.