Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[kaktusdigital]

So far the 5000 points haven’t been taken from my account. But honestly that’s the least of my concern. Just want the tickets confirmed. And to stop having to waste hours of my life.

Called again. Now the agents are getting even more unhelpful. All the latest one would do is “pass on the request to the appropriate team”. Claimed couldn’t transfer me to the appropriate team and told me to just wait as the tickets would be issued sometime in the next few months before we travel.

How are they still this useless!?! It was a simple date change! Within an hour of booking and with availability of seats! Just issue the tickets!!

I really feel your pain. As someone kindly suggested above, Twitter/X might be an option. At least you can lay out exactly what has happened. Although my current mess still isnt sorted, they're at least replying to my messages - more than i can say about my emails.

Good luck!

 

[tdimdad]

Colour me surprised but I was able to (hopefully) change a CR online. I was mentally prepared for an email to the reward-problems-specialist super-team or face the call centre roulette. But the online steps were logical and easy to follow. Now waiting for the ticketing to go through...

If this is a taster of things to come, it'll get a strong endorsement from me.

 

[Must...Fly!]

I got an email overnight (48h after emailing the escalations team) with my e-ticket and now showing a ticket number on RJ. Didn't receive a specific reply to my email query but I assume it has all been done correctly, now.
As above the original points were refunded and then the increased amount taken out again. Presumably the additional taxes (as no longer paying UK APD) will be on their way back. I would prefer not to chase them up...

Tax refund of about 150gbp turned up overnight. Very thankful this was sorted by the team via email and that's the end of it.

 

[tdimdad]

Colour me surprised but I was able to (hopefully) change a CR online. I was mentally prepared for an email to the reward-problems-specialist super-team or face the call centre roulette. But the online steps were logical and easy to follow. Now waiting for the ticketing to go through...

If this is a taster of things to come, it'll get a strong endorsement from me.

Lo and behold, reticketed in 15 mins (with a new ticket #). It's like QF is on an excursion to see well run airline operations and gets to test out things...

 

[exceladdict]

Lo and behold, reticketed in 15 mins (with a new ticket #). It's like QF is on an excursion to see well run airline operations and gets to test out things...

This will be a huge win if implemented across classic rewards.

 

[Ktan89]

Colour me surprised but I was able to (hopefully) change a CR online. I was mentally prepared for an email to the reward-problems-specialist super-team or face the call centre roulette. But the online steps were logical and easy to follow. Now waiting for the ticketing to go through...

If this is a taster of things to come, it'll get a strong endorsement from me.

I did this the other day.
They double charged the change fee of 5,000 per pax. Make sure it didn't happen to you.

 

[kaktusdigital]

Twitter/X is getting infuriating. A different agent every response and not able to answer simple questions. I've only been able to obtain a slither of information about taxes not being paid successfully (except they have!, my CC was charged months ago) for the reason for flights dropping off.

I find their language to be very telling, they're trying exceptionally hard not say 'sorry' or admitting any fault on their part. "it is what it is and we can't/wont do anything about it" is what I'm hearing.

I've had enough. I'm gathering all correspondence with dates and times and taking this up the chain. wish me luck.

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Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

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[PineappleSkip]

Goos luck with the email, others have found that to be a black hole of late. I'd take it up with your State's fair trading.

 

[encryptededdy]

Twitter/X is getting infuriating. A different agent every response and not able to answer simple questions. I've only been able to obtain a slither of information about taxes not being paid successfully (except they have!, my CC was charged months ago) for the reason for flights dropping off.

I find their language to be very telling, they're trying exceptionally hard not say 'sorry' or admitting any fault on their part. "it is what it is and we can't/wont do anything about it" is what I'm hearing.

I've had enough. I'm gathering all correspondence with dates and times and taking this up the chain. wish me luck.

Customer care feedback form | Qantas AU

Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

www.qantas.com

Did you get a response from [email protected]? Waiting for their response is probably the easiest way to get a resolution to your issue.

 

[kaktusdigital]

Did you get a response from [email protected]? Waiting for their response is probably the easiest way to get a resolution to your issue.

Unfortunately they have not responded at all. I guess i will wait a few more days and see if anyone responds. tbh, I would like to just get a full refund of points and taxes and leave it be, but i think the principle of the matter needs to be hammered home.

 

[davidhes]

Finally got my tickets issued! In the end what got it done was going through Qantas Facebook messenger chat. Finally got an agent that responded and then a day later called and sorted it out. Insane that it took speaking to so many people, so many times, just to issue new etickets for a very simple date change. Also so far I still haven’t been charged the 5000 point change fee. But as someone else mentioned, perhaps that was qantas doing the right thing and not charging it given the date change initially was within a couple hours of originally booking.

 

[Mr H]

Finally got my tickets issued! In the end what got it done was going through Qantas Facebook messenger chat. Finally got an agent that responded and then a day later called and sorted it out. Insane that it took speaking to so many people, so many times, just to issue new etickets for a very simple date change. Also so far I still haven’t been charged the 5000 point change fee. But as someone else mentioned, perhaps that was qantas doing the right thing and not charging it given the date change initially was within a couple hours of originally booking.

You should not be charged the change fee unless the change requires reticketing. Since the original booking had not been ticketed, there should be no charge.

 

[davidhes]

You should not be charged the change fee unless the change requires reticketing. Since the original booking had not been ticketed, there should be no charge.

The initial etickets were actually issued. Received them about an hour after booking. And then about an hour later I called up as I realised I needed to move the dates slightly.

 

[tdimdad]

I did this the other day.
They double charged the change fee of 5,000 per pax. Make sure it didn't happen to you.

So far so good. They refunded the original points, charged the points for new booking and the change fee points immediately. No double-ups showing up. Let's just see how long it takes to refund the $ difference in fees & taxes.

 

[Hunter4vr]

Used the social media chats to add an infant to two separate reward bookings and it was astonishingly straight forward, all showing up on the app and to my surprise only have to pay $110 in fees, we expected fees around 10% of the revenue fare (~$1300 based on the cost of the two one way flights on GF). Could it be because the flights are into and out of Japan?

Still waiting on a call back to pay the taxes and the tickets for the little one to be issued, fingers crossed it happens soon.

 

[serfty]

The initial etickets were actually issued. Received them about an hour after booking. And then about an hour later I called up as I realised I needed to move the dates slightly.

How did you book? How close to travel date? And where did the travel orginate from?

All of that may be important as Qantas have "no fault" free cancel/change policies which may be in play depending on the answer to those questions.

 

[tassie6]

Used the social media chats to add an infant to two separate reward bookings and it was astonishingly straight forward, all showing up on the app and to my surprise only have to pay $110 in fees, we expected fees around 10% of the revenue fare (~$1300 based on the cost of the two one way flights on GF). Could it be because the flights are into and out of Japan?

Still waiting on a call back to pay the taxes and the tickets for the little one to be issued, fingers crossed it happens soon.

It’s quite nice, QF doesn’t charge anything for infants on any reward tickets except the taxes, unlike other airlines like SQ who do charge the 10% of adult fee

 

[SYD]

Has anyone had this issue before - rebooked AA operated segment on QF ticketed itinerary but both old and new AA flights are in the AA PNR but QF online (and eTicket) only showing correct new flight?

I‘m due to fly home from Canada via the US on a paid QF J ticket. Originally booked via ORD/LAX but the first flight sector was downgraded to only whY class some months ago, so QF gave me the option to accept or change. I settled on one stop option via DFW (able to change online and eTicket reissued immediately).

I noticed recently that the original first sector is lingering in AA’s system (app and website) when I check the AA PNR. QF (and other OW airline MMB) just show correct flights only.

I called AA and they said they only have the DFW flight connecting to QF8 - “So call QF”.

Rang QF, and the agent could see the extra flight but said I’m only ticketed on AA to DFW and QF to SYD. Must be something wrong with AA…

My main concern is AA thinking I’m a ”no show” for the earlier ORD flight and cancelling everything!

 

[Phoenix-1]

Is there a checklist of what to include in an email to the rewards ticketing email address? My sibling booked a 2x RTW including a MEL-KUL leg in J (MH) which has been lost. Weirdly enough, the PNR is now split in two (one per person) and only one persons flight was removed.

Ideally they would like the two PNRs to be combined again and the MH leg re-ticketed. So include: FF numbers for both, booking references for both, the flight number and date of the missing flight and the request to re-instate the flight and combine the bookings again? Anything else?

 

[exLXCXFF]

Is there a checklist of what to include in an email to the rewards ticketing email address? My sibling booked a 2x RTW including a MEL-KUL leg in J (MH) which has been lost. Weirdly enough, the PNR is now split in two (one per person) and only one persons flight was removed.

Ideally they would like the two PNRs to be combined again and the MH leg re-ticketed. So include: FF numbers for both, booking references for both, the flight number and date of the missing flight and the request to re-instate the flight and combine the bookings again? Anything else?

I would add the original ticket with the one PNR and the two pax and ask to „re-create“.