Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[Captain Halliday]

I wonder whether this will make getting through to HBA more difficult?

Fewer staff there able to take calls perhaps.

 

[Guvner]

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.

Exactly when was this "sincere" apology made to affected customers? I didn't get one.

 

[djkelly69]

Exactly when was this "sincere" apology made to affected customers? I didn't get one.

QF can't expected to know all of the customers they have screwed over (just like they apparently can't be expected to know when there has been involuntary changes to your itinerary).

They are just providing a bucket of apologies and you help yourself to one if you have been affected.

 

[Guvner]

QF can't expected to know all of the customers they have screwed over (just like they apparently can't be expected to know when there has been involuntary changes to your itinerary).

They are just providing a bucket of apologies and you help yourself to one if you have been affected.

Are you suggesting that the 20 or 30 agents who promised to either escalate my issue(s) or call me back (none of which happened) were not being honest and there are no records of my numerous and frequent interactions?

 

[FishFood]

I now have a problem where I have two tickets for the same flight, as I booked another flight to correct the booking failure

 

[Mr H]

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.

I guess it is because many of us (myself included) think the chance of being targeted based on data misuse is minimal; that the most likely source of misuse is going to be internal staff who bypass the security to access the data; and that if data is misused then it is likely to be the data holder's problem to sort out.

 

[Youfah Mizzum]

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

Good point.
Not much help if they get an email come in and it takes them a week to respond!

 

[Anni]

No response to my email sent at midday.

No response to mine either! I wonder how long it will take? It would be helpful to receive an acceptance message to know they have actually received our emails. Surely that wouldn't be too hard to set up?

 

[RooFlyer]

No response to mine either! I wonder how long it will take? It would be helpful to receive an acceptance message to know they have actually received our emails. Surely that wouldn't be too hard to set up?

But that would take away their "Sorry, didn't receive your e-mail" excuse when nothing's done.

 

[Guvner]

Imagine if someone developed a system that not only acknowledged your email, but assigned a case number.

 

[SimonR32]

And for some reason one of my flights just got delayed 24 hours, to have me arrive after I need to be at a work conference... Have emailed the new mailbox but doesn't sound promising as it appears noone has had a response yet?

 

[Berlin]

No response to mine either! I wonder how long it will take? It would be helpful to receive an acceptance message to know they have actually received our emails. Surely that wouldn't be too hard to set up?

Qantas does exactly that when you follow up on missing points from their “Qantas Mall” which one has to do in about every second case when nothing gets credited automatically.

The problem is (and would be in this case too): The automated receipt email is easy. This just doesn’t keep Qantas to then go radio silence if the “further investigation” is hitting any roadblocks. I have at least five such purchases sitting in limbo right now and am glad that I’m just chasing a few hundred bonus points and not a J rewards seat on QR.

 

[simoneshill]

A great article and nice to know but a little too late for me and doesn't fill me with much confidence
Curious the article uses Royal Jordanian as the example. I assume it must happen a lot with that airline. My wife and I had this exact problem when flying from Perth to Abu Dhabi in November. We were to transfer from Qatar to Royal Jordanian in Doha and it was only then that it was made clear to my wife and I that our tickets had not been issued. During the painful process of trying to get Qantas to fix the problem, they removed even more of our flights leaving us stranded in Doha unable to get to Abu Dhabi or even home. The only solution was to book a whole new itinerary from Doha leaving me $8k out of pocket. The worst, and most expensive flying experience I've ever had.

 

[CaptainCurtis]

Still nothing 26 hours later, so safe to say most partner airlines would have dropped the segment from a booking by now. I have resumed my strategy of emailing the executive team 100's of times per day. I will not treat this company with respect until they stop treating their customers with total contempt.

 

[RichardMEL]

And for some reason one of my flights just got delayed 24 hours, to have me arrive after I need to be at a work conference... Have emailed the new mailbox but doesn't sound promising as it appears noone has had a response yet?

QF operated? or a partner flight? how far from departure are you?

if QF operated it may be quicker to attempt to call for a resolution?

 

[SimonR32]

QF operated? or a partner flight? how far from departure are you?

if QF operated it may be quicker to attempt to call for a resolution?

JAL, they moved one flight forward by a day and then about 30 min later the flight back was moved 5 min (not an issue) so it looks like JAL are doing some shuffling...

Called a few times, agents have zero idea how to fix and can't find any alternative flights (even though they pop up on Qantas multi-city and also awardnexus)

 

[Mr H]

JAL, they moved one flight forward by a day and then about 30 min later the flight back was moved 5 min (not an issue) so it looks like JAL are doing some shuffling...

Called a few times, agents have zero idea how to fix and can't find any alternative flights (even though they pop up on Qantas multi-city and also awardnexus)

JL marries segments - so if you have more than one JL flight they will be unable to change one without changing the others too.

 

[SimonR32]

JL marries segments - so if you have more than one JL flight they will be unable to change one without changing the others too.

Don't think this is the issue, was booked on flight JL792 KIX-HNL which appears to have been cancelled on that Monday, flight back is HNL-NAG about a week later...

The ones I want to swap in are probably married, as they are ITM-HND-HNL, these are the ones they can't see availability on.

 

[Seat0B]

I feel like I have just read a biography of our life for the past month! Preparing an email now for our RTW flights in Sept - Nov. We are still waiting for our tickets to be reticketed and have had several flights disappear, some reappear, and others vanish!!! Fingers crossed we get some satisfaction. Thanks for this post, it's sadly very accurate.

Welcome to posting on AFF @Anni. Let us all know how you go?

 

[clifford]

I will not treat this company with respect until they stop treating their customers with total contempt.

That'll be a while then.