Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[PaulyB]

 

[Mr H]

That was my concern yesterday after an agent told me they didn’t want to touch my booking because it was in the queue. I then watched as a couple of MH legs predictably disappeared so I called back and won the Qantas call centre lottery. Well division 2 prize. I don’t get Hobart but I did get someone in CPT who was all over it like a rash and got it recalculated and ticketed within a couple of hours. So if your itinerary has flights on airlines known to cancel unticketed legs (MH, UL, CX, QR especially) keep hounding them. If it’s just QF, JQ and BA I’d be less concerned but still watching it like a hawk.

AT also autocancels really quickly.

 

[MelbFlyer]

Okay so after 2hrs on the phone with the majority of that on hold, after taking my CC (for the 2nd time) they've now come back to me saying that the e-ticket should be issued within 24-48hrs.

Basically back to square one!! I thought the whole point of me having to give my CC is to not only confirm reimbursement of taxes, but to have the e-ticket sorted immediately!

Surely they can have someone ticket it on the spot / within 15 mins?

Will be calling back later on after having a long overdue lunch (3:40pm now).

 

[PaulyB]

Check that CMT and even Royal Jordanian still have your flights. And then x your fingers…..

 

[MelbFlyer]

Check that CMT and even Royal Jordanian still have your flights. And then x your fingers…..

Yep, both CMT and RJ still have my flights listed, just with no e-ticket numbers.

 

[algae]

Okay so after 2hrs on the phone with the majority of that on hold, after taking my CC (for the 2nd time) they've now come back to me saying that the e-ticket should be issued within 24-48hrs.

Basically back to square one!! I thought the whole point of me having to give my CC is to not only confirm reimbursement of taxes, but to have the e-ticket sorted immediately!

Surely they can have someone ticket it on the spot / within 15 mins?

Will be calling back later on after having a long overdue lunch (3:40pm now).

If you changed your booking (eg. Changed airline for a leg, added a flight or removed a flight) then they need to recalculate it and should calculate any change in $ and points.

Problem for me in the past is it would take three steps and many calls:
1. Call and ask for a flight to be added/changed. It gets reflected on the Qantas website however they don't calculate the $ change.
2. Call again and eventually find someone to do the recalculation (1h+ on the phone easily).
3. Call again a couple times to actually get it ticketed.

I've seen better flights show up for a couple of my legs but I just can't go through the above again. So I don't bother anymore.

 

[MelbFlyer]

If you changed your booking (eg. Changed airline for a leg, added a flight or removed a flight) then they need to recalculate it and should calculate any change in $ and points.

Problem for me in the past is it would take three steps and many calls:
1. Call and ask for a flight to be added/changed. It gets reflected on the Qantas website however they don't calculate the $ change.
2. Call again and eventually find someone to do the recalculation (1h+ on the phone easily).
3. Call again a couple times to actually get it ticketed.

I've seen better flights show up for a couple of my legs but I just can't go through the above again. So I don't bother anymore.

Yeah I have previously changed my booking from a CX economy to a CX business seat on a different flight but same day (just 1 leg of 6 on my itinerary) - when that change was done, more points and $20 of taxes were payable. I got a new e-ticket within 10mins after the change.

I then saw yesterday a new QF business seat (under the whole release of classic reward bookings) so I replaced the CX business seat with the QF one.

Better arrival time in HK and less points plus a refund of over $100 of taxes, so I was happy to change.

I did that change at 11:30pm last night and didn't get an updated e-ticket until just now (9:20pm), after 3 calls today.

It would save so much hassle of having to call up to change a rewards booking, if they implemented a system in which you can make the change online (as if it was a cash booking). Guess that's a pipe dream at the moment.

 

[PaulyB]

I did that change at 11:30pm last night and didn't get an updated e-ticket until just now (9:20pm), after 3 calls today.

Fascinating! I am just making my first call after only 9 hours of waiting. We will see how it goes....

 

[PaulyB]

Well! I got it almost immediately. How come it was so easy and why wouldn't I have received it? Well - apparently it was easy for the operator to get through to the ticketing dept.. Not so busy right now (9.30pm on a Sat night). Could be a clue! .

Hasnt updated in CMT yet which always worries me despite I have the tickets with new numbers.. Any clues as to how long that would take?
Edited to add: Erp - yes it has. I can go to sleep. Phew!

 

[Lynda2475]

I think its also a matter of getting a competent agent. The one I spoke to today was slow, but she persisted in having my whole itinery re-priced and pushed through and even though it took about 80 mins - just over an hour on my initial call and then she called back 2 hours later (whilst I was at the hairdressers) and had me on hold for 15 mins to issue the ticket (which actually came through 3 mins after she called, but she had me on hold longer).

So the previous 3 agents who said it had been sent to ticketing clearly lied, because according to this mornings agent it hadnt been done correctly.

Im surprise tickting working this late, but glad it worked out.

 

[Someone]

So just got off the phone with a consultant who basically politely told me that it's in the queue and asked to please be patient until the booking is ticketed, considering that my trip is in Q3 of this year (ie. not urgent).

HUACA now, hoping for someone who will be able to assist.

Mine’s in 3 weeks and they’re still waiting to hear back from QR. Allegedly.

 

[Mr H]

New excuse for not ticketing : the flights are next year so the ticket will be issued next year.

 

[Berlin]

I think its also a matter of getting a competent agent.

Agree, that is ALL that matters. And competent agents are hard ti come by, unless you end up in Hobart and then it’s usually smooth sailing.

Saying that- I had some successful interactions with the South African call centre recently. Only two out of five or do cases but at least they exist so maybe there is indeed some training going on there. However, if I hear Manila, phone gets put down instantly and I call again. And that’s not Manila as a whole, just ti be clear, it’s Qantas specifically. Had a lovely interaction with an Amex call centre the other day which was clearly in the Philippines and no complaints whatsoever- well trained, knew her stuff and courteous throughout.

 

[eminere]

And that’s not Manila as a whole, just ti be clear, it’s Qantas specifically. Had a lovely interaction with an Amex call centre the other day which was clearly in the Philippines and no complaints whatsoever- well trained, knew her stuff and courteous throughout.

I've only ever had superlative service with Amex's call centre so yes it really isn't so much about where the call centre is located.

 

[anyonebutqantas]

Why is it that Qantas cannot run a proper ticketing system?

 

[Masterblaster]

This is simply incorrect. Had an issue where we booked a Qantas classic award flight (on a Qatar flight), had a confirmed booking, and bought a second leg myself. Find out months later that they had not ticketed, and no matter how many times I rang (including last week) no resolution or alternative provided. No dedicated ‘stuff up line’ offered, just the standard response that they are not responsible for bookings on a partner airline. No responsibility taken, or remedy offered, just an apology. Please explain where did you get this information from regarding Qantas taking responsibility?

 

[anyonebutqantas]

This is simply incorrect. Had an issue where we booked a Qantas classic award flight (on a Qatar flight), had a confirmed booking, and bought a second leg myself. Find out months later that they had not ticketed, and no matter how many times I rang (including last week) no resolution or alternative provided. No dedicated ‘stuff up line’ offered, just the standard response that they are not responsible for bookings on a partner airline. No responsibility taken, or remedy offered, just an apology. Please explain where did you get this information from regarding Qantas taking responsibility?

You should start a legal action.

 

[serfty]

This is simply incorrect. Had an issue where we booked a Qantas classic award flight (on a Qatar flight), had a confirmed booking, and bought a second leg myself. Find out months later that they had not ticketed, and no matter how many times I rang (including last week) no resolution or alternative provided. No dedicated ‘stuff up line’ offered, just the standard response that they are not responsible for bookings on a partner airline. No responsibility taken, or remedy offered, just an apology. Please explain where did you get this information from regarding Qantas taking responsibility?

Welcome to AFF

I suggest you start as suggested from the article linked in post 1 of this thread by emailing the indicated address with your booking details including PNR, dates, points deducted and.any taxes, levies and surcharges taken.

 

[Someone]

Mine’s in 3 weeks and they’re still waiting to hear back from QR. Allegedly.

Credit where credit's due, Qantas have now re-booked, confirmed and ticketed all flights.

If you're out there S from the escalations team, keep up the good work.

 

[Mr H]

After my lengthy delay in getting my reward booking ticketed, I now have the eticket email that shows fees and charges. I am disappointed to see that the ticket shows fees and charges of $722.80 when my credit card was charged for $1,047.34.