Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[Guvner]

There are MMB sites that allow you to enter an e-ticket number and pax last name to manage bookings, which includes your address, contact numbers, emails, passport number, D.O.B etc. but if that's not an issue. No problem.

 

[RichardMEL]

I agree it's not good. they bothered to cover the kids middle names, but not the other identifying information? poor form.

(unless these are not actually real people? I have no context here - just going off the image)

 

[Mr H]

There are MMB sites that allow you to enter an e-ticket number and pax last name to manage bookings, which includes your address, contact numbers, emails, passport number, D.O.B etc. but if that's not an issue. No problem.

The flights have been taken so there will be no more record on the system.

 

[Guvner]

No problem then. Hopefully the people who leave their "boarding pass stubs" lying around don't have another flight a few days later on the same e-ticket.

 

[Mr H]

No problem then. Hopefully the people who leave their "boarding pass stubs" lying around don't have another flight a few days later on the same e-ticket.

I just decided to test that QR MMB using one of my forthcoming tickets. When I add in the ticket number and my name, it asks for all my contact details before it will let me into the booking.

 

[gazza48]

Hopefully they can sort out a decent alternative to my CBR-DOH-OSL flight originally booked on Qatar for July.

I have a QR bkg for business end of June and it was the flight that was to originate in CBR and come via MEL where I am picking it up. I get the feeling the flight ex MEL will end up being cancelled. At the moment I think it originates from ADL to get around the 'no more flts' from major cities. Hope you get your issue resolved....

 

[Guvner]

I just decided to test that QR MMB using one of my forthcoming tickets. When I add in the ticket number and my name, it asks for all my contact details before it will let me into the booking.

That’s excellent security by Qatar. Hopefully all airlines use the same mitigation controls.

 

[Zanzara]

In country like Japan, the top management would have resigned.
Unfortunately, in Australia top management would hang on to their post.

No they will be promoted!

 

[kangarooflyer88]

I'll believe it when I see it! Quite frankly the big bottleneck is that human intervention to allow reservations to go through. Other airlines frequent flyer programs don't have such intervention and yet don't suffer the fraud which I think QF would argue is the whole reason they have such checks and balances in place.

-RooFlyer88

 

[Cazwa]

This has been happening since before covid.
Our Cathay flights to Japan never got ticketed. Spent days sorting it out. Then covid hit while we were there, and Qantas left us stranded. Your flight is cancelled call bla bla bla. For 5 days we tried chat, calling, email. Couldn't get hold of anyone. Ended up buying new tickets to race home, as the border was closing. Then spent 8 months trying to get hold of them and get our Bc points back. Not happy. Don't know what's going on with Qantas but need to get their act together.

 

[glennp]

Just wondering what "We sincerely apologise to these customers" relates to. Is this an apology for: not reticketing my booking; for downgrading it from first to economy; for hours on hold; for hanging-up multiple times; for not calling back as promised; for not responding to any emails or web enquiries; or maybe for the implication I was lying throughout this prolonged and frustrating experience caused by Qantas incompetence. Perhaps the 80% reduction in ticketing issues recently is due to people like me 100% avoiding Qantas.

 

[Ciaranoc]

I had this issue happen to me for N upcoming flight in 3 weeks. When I called to rebook the first class flight seat I had originally booked was now not available. Does anyone know if Qantas would release extra seats as a way of rectifying this issue or do I just have to roll with my bad luck?

Thanks

 

[CaptainCurtis]

No response to my email sent at midday.

 

[Ciaranoc]

No response to my email sent at midday.

I sent an email as well this evening. I will let you know when I hear back Fingers crossed.

 

[exLXCXFF]

Apologies, I did not read the 4 previous pages of comments but isn’t this a pure PR stunt by creating a new email address (that may or may not be monitored from time to time) and give a bit more work to Hobart/Auckland and give a promise that some IT enhancements are planned to be in the making???

What would have been great to read is Qantas funding a dedicated team at the OneWorld Liaison desk to work out/get answers around reinstatement requests as long as Qantas has a messed up award booking backlog.

 

[algae]

In short, we're flying MAD - HKG - BNE on Cathay Pacific, departing Madrid on a Sunday.
Cathay have Zeroed out all Sunday Madrid departures from July. After contacting them directly they said the route is 'under review'.

I feel it is extremely unlikely they will add the Sunday flight back into the system, but they haven't officially cancelled the flight yet either. I could be wrong, but would rather a more certain booking.

What would you all do? Wait and see, or e-mail the new team?

Same boat with a Perth - HKG - Toronto flight. The HGK to Toronto flight also doesn't exist. Good call actually contacting Cathay, interesting to hear the 'under review' comment.
I suspect schedules will change again closer to the date. If yours is in July i wouldn't worry about it just yet. Mine is in April and they still haven't cancelled or changed my flight.... just sitting here waiting.
I doubt contacting Qantas will do anything. Just have to wait.... it's all in Cathays control now.
I'm hoping their schedule changes so they fly on that day, but thats optimistic of me.
Couple more details of my experience here (but nothing useful for you tbh)

That’s excellent security by Qatar. Hopefully all airlines use the same mitigation controls.

I didn't think that was a security feature (i could be wrong). I always thought it was the airline making sure they had updated details for the passenger if they need to contact them. Most airlines do this the first time you go to the MMB page. With Qatar when that pops up, I can see all my flight details behind the window, just slightly grey.

 

[encryptededdy]

I just decided to test that QR MMB using one of my forthcoming tickets. When I add in the ticket number and my name, it asks for all my contact details before it will let me into the booking.

That’s excellent security by Qatar. Hopefully all airlines use the same mitigation controls.

Nah, that's just a client side overlay and I suspect you don't even need to enter any data that matches (haven't tried as I didn't want to mess up my booking). Either way, you can just get rid of it and see PNR, passengers, seating, flights, and e-ticket numbers for each passenger.





(redactions mine).
In fact, by clicking "Update passenger details" I can see my DOB and all the APIS data I entered when I booked this (JL) flight. All I used to bring this up was my e-ticket number and surname.

 

[joda]

I am currently working through a classic reward flight cancellation issue. Que 12 o'clock email!

I will report back my experience!

I’ve just lodged an email too. Had a Finnair classic reward flight disappear last week. I could see it wasn’t ticketed but multiple call centre calls to get the ticket issued got me nowhere. I rebooked an alternate flight but Qantas have kept all my points . Fingers crossed!

 

[Guvner]

I didn't think that was a security feature (i could be wrong). I always thought it was the airline making sure they had updated details for the passenger if they need to contact them. Most airlines do this the first time you go to the MMB page. With Qatar when that pops up, I can see all my flight details behind the window, just slightly grey.

I was just being facetious. I have a 20 year background in cyber security architecture and design. I’m still perplexed by some people’s willingness to share their identifiable data.

 

[CaptainCurtis]

@AFF Editor I would be interested to know if Qantas committed to an SLA/response time?