Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[adenda]

Happy to report that a schedule change to our upcoming OWA that I requested this afternoon around 1.00 (via Twitter) was completed within about 2 hours (that's when I checked) and has just now been reticketed. Was very nervous about requesting the change as our itinerary includes a QR sector in J.
I did send a pre-emptive email to the newly announced escalations team about half an hour ago but it seems that reticketing didn't require their intervention.

 

[Franky]

Happy to report that a schedule change to our upcoming OWA that I requested this afternoon around 1.00 (via Twitter) was completed within about 2 hours (that's when I checked) and has just now been reticketed. Was very nervous about requesting the change as our itinerary includes a QR sector in J.
I did send a pre-emptive email to the newly announced escalations team about half an hour ago but it seems that reticketing didn't require their intervention.

Good luck…

 

[Danger]

That's another win for AFF, although I can't imagine it will be long before the team at Executive Traveller claims this as it's own success.

What strikes me is how Qantas has gone about it. I may be reading the resolution too cynically but I would have thought the appropriate resolution would have been as Captain Halliday noted: train the appropriate staff to ticket properly in the first place, rather than introduce a dedicated ticketing errors team. Interesting, too, that Qantas declined to say where this alleged specialised team is located.

I'm surprised the email address is not qantas.errors @ qantas.com.au. I guess that inbox would be quickly overloaded.

Not entirely sure it's a band-aid solution.
The creation of this dedicated team I think is an excellent initiative and ideally will be a permanent inclusion to QF staffing.
To be able to reticket cancellations from partner airlines in the most efficient and prompt method, and also have a means for punters like you & me to get in touch is a good move.

It's clear that prior to this team there was no one at QF who had responsibility for reticketing as it just wouldn't happen (in many cases anyway). Hopefully this team will resolve the issues.

I'm looking forward to QF regaining the trust of Aussie flyers!

I disagree. I don't recall these issues three years and more ago. On the face of it, I think it's perfectly valid to assume this ongoing debacle is, as brucead notes, entirely of Qantas's making.

 

[exLXCXFF]

I'm surprised the email address is not qantas.errors @ qantas.com.au

I had such a laugh just now - thanks for making my day

 

[SimonR32]

Anyone received a response from the email address? Doesn't look like it's even being monitored

 

[J-P]

Anyone received a response from the email address? Doesn't look like it's even being monitored

I have not, and haven't heard of anybody else receiving a response either.

The jury is still out on the thread title claim of the issues being fixed

 

[CaptainCurtis]

I received a call last night from the NZ CC, but suspect it was a result of the emails I'd sent to the executive team, rather than to the new email address.

 

[dylarr]

I received a call last night from the NZ CC, but suspect it was a result of the emails I'd sent to the executive team, rather than to the new email address.

Did you get a positive outcome?

 

[Swindon]

Booked classic rewards seats on a domestic JQ flight via QF website 2 weeks ago for travel tomorrow. Wasn't ticketed. 6 phone calls to QF, each time with a promise it would be ticketed within 24 hours, a few hours on hold and a couple of hang ups later it finally got ticketed today. Email to the rewardticketingesclations address was never responded to, I wouldn't hold your breath. Woeful customer service.

 

[jetcam]

Anyone got a response from this email address yet?

 

[Mr H]

I'm not trying to be a Pollyanna, but is it possible that the email service is responding by fixing tickets rather than sending replies?

 

[Youfah Mizzum]

but is it possible that the email service is responding by fixing tickets rather than sending replies?

Even so, it's basic customer service to let the customer know their email has been received (at least) and their issue is fixed?
It once again reflects poorly on QF customer service if there's not even any response to emails.

It beggars belief that QF can treat it's customers like this. Sure this new department is a great initiative but this thread shows it's yet another poor implementation by QF.

Imagine how much the share price would increase for shareholders if the core customers of QF, i.e. passengers on their airline were to receive customer service in line with expectations? It's a no brainer that a concerted effort towards improving CS would show in ticket sales and overall satisfaction.

 

[Pete98765432]

Booked classic rewards seats on a domestic JQ flight via QF website 2 weeks ago for travel tomorrow. Wasn't ticketed. 6 phone calls to QF, each time with a promise it would be ticketed within 24 hours, a few hours on hold and a couple of hang ups later it finally got ticketed today. Email to the rewardticketingesclations address was never responded to, I wouldn't hold your breath. Woeful customer service.

I'm not trying to be a Pollyanna, but is it possible that the email service is responding by fixing tickets rather than sending replies?

That’s what I wondered. The ticket was issued after the email the email was sent.

 

[Swindon]

The ticket was issued after the email the email was sent.

In my case I insisted the ticketing be completed before I let them end the call, so I know it was a result of the phone call, not the email.

 

[adenda]

In my case I insisted the ticketing be completed before I let them end the call, so I know it was a result of the phone call, not the email.

Interested in how you convinced the agent as I've tried many times without success (and once with)

 

[drron]

Interested in how you convinced the agent as I've tried many times without success (and once with)

Maybe because they now know the customer can go above them and their responses may be investigated. Especially if you tell them you have or will notify the new group.

 

[Quickstatus]

qantas.errors @ qantas.com.au.

You can create a contact card called "Qantas Not Match Fit" and put the email into that contact card.



Then when you want to send an email, typing in Qantas return this:

 

[CaptainCurtis]

Did you get a positive outcome?

I'm not sure I would say positive (I'll be spending 10 hours at Helsinki airport instead of spending the night there and flying out the next morning), but at least I have a ticketed flight now.

 

[Mr H]

I'm not sure I would say positive (I'll be spending 10 hours at Helsinki airport instead of spending the night there and flying out the next morning), but at least I have a ticketed flight now.

You can leave the airport. There is a shiny new train line into the city centre.

 

[RooFlyer]

I'm not trying to be a Pollyanna, but is it possible that the email service is responding by fixing tickets rather than sending replies?

So, just like when a customer's ticket disappears, and the customer isn't notified, the ticket will re-appear and they'll still be in the dark?