Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[elanshin]

Perhaps QF could add an option for reticketing to their telephone rotary options and route these calls directly to AKL (and maybe HBA) as they appear to be the only locations capable of correcting the errors their other call centres create.

Years ago I had a first class reward re-ticketed into economy and was all but called a liar by the Sth African call centre who were unable to receive emails so I could not send them the first class ticket I held before QF stuffed the booking. Ultimately, I had no choice but to cancel and rebook in business.

A couple of days ago another re-ticketed reward booking went into QF limbo because the person re-ticketing the booking created an error. After not re-ticketing within 24 hours I called back and after an hour on hold was told the AKL Dealing Team had been contacted and would re-ticket the booking within the day, which fortunately happened.

I can't help but wonder how many pax show-up to the airport with their original ticketed booking to learn it did not re-ticket and they no longer hold a valid ticket. Similarly, how is it reasonable to expect the individual to monitor this when the QF website shows the updated (but non-ticketed) booking? QF should be addressing re-ticketing issues in real-time and not require its customers to understand and troubleshoot their systems when many of their own call centres cannot.

The main reason for HBA/AKL is because that's where the ticketing happens. The SA call centre would pass it to this team.

But even then they sometimes have problems with complex itinerary like OWA as it sometimes needs to be manually calculated.

 

[HSB44]

But I though Vanessa was going to fix everything?

#turnthepage
#makeqantasmediocreagain

 

[sonjabella71]

But I though Vanessa was going to fix everything?

#turnthepage
#makeqantasmediocreagain

Empty promises unfortunately

 

[DrGear]

I still get nightmares thinking about the hell we went through this year with the reticketing nightmare. I really hope they get their stuff sorted.

I had to do another change for our flights in March and was dreading it again. Thankfully it got dealt with in a relatively timely manner but I was still gritting my teeth awaiting the new tickets.

 

[DC3]

But I though Vanessa was going to fix everything?

And so did those fellow-AFFers who waxed lyrical about the wonderful Vanessa in the early days.