Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[sydneyboi]

yes - the update a few weeks ago made the app unusable, see separate thread on here.

worst update ever its ridiculous

 

[tassie6]

I have seen the app Check my trip mentioned a lot in this thread so I thought I would try it out, maybe it’s just an updated version or I’m doing something wrong, but I can’t see many details at all in this app. I normally use AwardWallet and get to see all the details from booking class to taxes paid, passenger names and ff number, to e-ticket numbers. How do you check the e-ticket number in CMT?

I downloaded AwardWallet and imported FF details and some trips but I cant see ticket number in there anywhere, can you point me in the right direction? Looking for any possible alternate to CMT....

 

[Radio8tiv]

I downloaded AwardWallet and imported FF details and some trips but I cant see ticket number in there anywhere, can you point me in the right direction? Looking for any possible alternate to CMT....

I use an old paid version of award wallet so maybe a little different, also the ticket numbers show up (I guess) because it monitors my emails of bookings I have made.

 

[1022]

I downloaded AwardWallet and imported FF details and some trips but I cant see ticket number in there anywhere, can you point me in the right direction? Looking for any possible alternate to CMT....

I did the same, signed up for the free version and added my QFF details. Future trips associated with my QFF account showed up in AwardWallet without eticket numbers.

I also manually email forwarded a couple of other confirmations for bookings made via QFF (MH, UL), Aeroplan (AC) and LifeMiles (BR, TK). These bookings do show the ticket number in Award wallet - as per the airline confirmation email/PDF.

There’s an huge catch though: for Qantas if the e ticket number has changed since the initial PDF was issued, AwardWallet isn’t smart enough to realise this. It isn’t updating in real time for manually forwarded itineraries.

As an example I have a QFF OWA where I forwarded the original QF PDF “ticket” to my AwardWallet. This trip not only had subsequent changes to the eticket number that aren’t shown but actually one leg on that trip shouldn’t show at all because I cancelled it. So while AwardWallet has some clear benefits, it doesn’t fully replace the old CMT functionality.

@mods maybe this post and the couple preceding should be moved over to the CMT thread seeing as AwardWallet might be a semi useful tool to replace the now defunct CMT.

 

[djtech]

My QF reward flight seems to have been ticketed as booking ref shows up on Finnair website but points haven't been deducted from my account? Any cause for concern here?

 

[Mr H]

My QF reward flight seems to have been ticketed as booking ref shows up on Finnair website but points haven't been deducted from my account? Any cause for concern here?

No cause for concern. The points will be deducted eventually - usually just the moment you have assumed they have forgotten and given you a free trip.

 

[SYD]

My QF reward flight seems to have been ticketed as booking ref shows up on Finnair website but points haven't been deducted from my account? Any cause for concern here?

Is there a ticket number? Check on rj.com if not shown on AY.

 

[dvt]

I made a change to a ticket today. I managed to get a QF seat released in business from LHR to Mel. My first flight is due to leave Mel on Thursday on QR. The ticket wasn't ticketed over the phone but I was assured that it would be monitored throughout the day given the tight QR ticketing windows.

I checked my app an hour later and the QR flight had vanished! Called QF and got through to the South African centre. They were very unhelpful and rude. However, the flight re appeared in my account half an hour later but it was now listed as not confirmed on the QR website.

I've just called QF and got through to Hobart. The lady looked through the notes and realised that QR had cancelled the ticket within one hour of me making the flight change this morning whilst it was waiting for re ticketing. She also advised that the Hobart team had already made 2 requests to QR to reinstate the flight but they have refused! This is now going to be escalated but I've been told to be patient. I've been told that the issue is very common and that a resolution will be found even if they have to pay for a revenue ticket.

She also advised that the Hobart team would have ticketed the flights whilst I was on the phone - something to note for next time! She seemed confident that they will have a resolution but at the same time it is very stressful having to wait.

Currently crossing my fingers!

 

[Lynda2475]

If you are platinum and have a chance to get through to Hobart, HUACA until you get Hobart seems to be the lesson.

 

[dvt]

If you are platinum and have a chance to get through to Hobart, HUACA until you get Hobart seems to be the lesson.

She actually told me to only talk to Hobart about this issue as the other call centres won't have the notes on their system

 

[1022]

She actually told me to only talk to Hobart about this issue as the other call centres won't have the notes on their system

That smoking gun that you see is admission that a) the offshore call centres shouldn't be touching international classic award booking changes and b) if you're not WP, you're royally screwed.

Having said that, as SG I've had above the odds good luck in reaching the occasional CPT or Suva agent who is actually knowledgable and senior enough to fix previous mistakes made by several of their colleagues. There's been a lot of HUCA to reach them. That shouldn't be luck of the draw though. The call triage system should send all calls to do with classic award changes to competent agents who have access to all the tools they need. It shouldn't matter if they are in Hobart or Timbuktu.

 

[yaksha98]

She actually told me to only talk to Hobart about this issue as the other call centres won't have the notes on their system

If only us plebs (e.g. non Plat) could get through to Hobart on the phone......

 

[PaulyB]

If only us plebs (e.g. non Plat) could get through to Hobart on the phone......

Sigh. Or anyone who actually knew.... I had to correct two erroneous statements yesterday...

 

[VeeVeeTop]

Anyone have any success stories/tips for how to escalate to get actual answers and results (Hobart or up the chain)? I've spent 20hr+ on the phone and been arguing for 5 months and still haven't issues resolved for our trip planned for June/July. Our adventures so far are below...

Partner and I booked a RTW trip (our first) back mid-November and his name was spelled wrong. They had issues taking payment but assured me it could be corrected AFTER we paid, and we were naive.

It was a great route, all business class and hitting the cities we wanted to see in the US and Europe, so we argued with them for 4 months. Finally gave up because the mental load and frustration was getting too much. Then getting a refund after they were cancelled was a big runaround that took 2 weeks and 5 calls (last call solved it within an hour).

After the points came back I called again, we obviously we couldn't get the same trip, so I called with the best itinerary we could find. The agent transposed our middle/surnames and spelled my name wrong (despite it being my QFF number ).

Called Customer Care and they explained they'd create a new booking with coreect names, duplicate the flights and cancel the previous booking - sounded super simple and looked good. Then flights started disappearing off the new booking. Called to question it the next day and the agent I got was (literally) huffing and puffing about how the flights weren't available and I'd have to accept a lower class and different days. Finally after an hour, which was a relatively short call compared to my others, she sent a request for reinstatement of the flights missing from my third booking. Plus a request for 3 flights on the date I called for some reason. I also sent an email to the ticketing issues email.

That was Saturday. Yesterday, after 6pm, flights disappeared again. I got the same response about them not being available and had to call 3 different times as my calls kept getting 'disconnected' when I asked for a supervisor and said I would wait on hold until they were free.

I know calls drop and supervisors there have bs-ed me before, but I am at the end of my rope. 800k points + Points Club Plus I can't do anything with, on top of the extra money I keep forking out because dates change.

 

[DAC1]

Anyone have any success stories/tips for how to escalate to get actual answers and results (Hobart or up the chain)? I've spent 20hr+ on the phone and been arguing for 5 months and still haven't issues resolved for our trip planned for June/July. Our adventures so far are below...

Partner and I booked a RTW trip (our first) back mid-November and his name was spelled wrong. They had issues taking payment but assured me it could be corrected AFTER we paid, and we were naive.

It was a great route, all business class and hitting the cities we wanted to see in the US and Europe, so we argued with them for 4 months. Finally gave up because the mental load and frustration was getting too much. Then getting a refund after they were cancelled was a big runaround that took 2 weeks and 5 calls (last call solved it within an hour).

After the points came back I called again, we obviously we couldn't get the same trip, so I called with the best itinerary we could find. The agent transposed our middle/surnames and spelled my name wrong (despite it being my QFF number ).

Called Customer Care and they explained they'd create a new booking with coreect names, duplicate the flights and cancel the previous booking - sounded super simple and looked good. Then flights started disappearing off the new booking. Called to question it the next day and the agent I got was (literally) huffing and puffing about how the flights weren't available and I'd have to accept a lower class and different days. Finally after an hour, which was a relatively short call compared to my others, she sent a request for reinstatement of the flights missing from my third booking. Plus a request for 3 flights on the date I called for some reason. I also sent an email to the ticketing issues email.

That was Saturday. Yesterday, after 6pm, flights disappeared again. I got the same response about them not being available and had to call 3 different times as my calls kept getting 'disconnected' when I asked for a supervisor and said I would wait on hold until they were free.

I know calls drop and supervisors there have bs-ed me before, but I am at the end of my rope. 800k points + Points Club Plus I can't do anything with, on top of the extra money I keep forking out because dates change.

Have you tried emailing [email protected]?

 

[VeeVeeTop]

Have you tried emailing [email protected]?

Yep, 3 times and no response

 

[dvt]

I made a change to a ticket today. I managed to get a QF seat released in business from LHR to Mel. My first flight is due to leave Mel on Thursday on QR. The ticket wasn't ticketed over the phone but I was assured that it would be monitored throughout the day given the tight QR ticketing windows.

I checked my app an hour later and the QR flight had vanished! Called QF and got through to the South African centre. They were very unhelpful and rude. However, the flight re appeared in my account half an hour later but it was now listed as not confirmed on the QR website.

I've just called QF and got through to Hobart. The lady looked through the notes and realised that QR had cancelled the ticket within one hour of me making the flight change this morning whilst it was waiting for re ticketing. She also advised that the Hobart team had already made 2 requests to QR to reinstate the flight but they have refused! This is now going to be escalated but I've been told to be patient. I've been told that the issue is very common and that a resolution will be found even if they have to pay for a revenue ticket.

She also advised that the Hobart team would have ticketed the flights whilst I was on the phone - something to note for next time! She seemed confident that they will have a resolution but at the same time it is very stressful having to wait.

Currently crossing my fingers!

Made 2 calls last night but could only get through to Suva. They were very helpful but confirmed that they couldn't see the notes. They did email Hobart whilst on the phone but after 30 minutes of waiting received no response.

This morning I've checked my booking on the Qatar site and it's now listed as confirmed! I can even select my seat. I haven't received my ticket yet but I've been advised that Hobart opens at 8am

 

[adenda]

Anyone have any success stories/tips for how to escalate to get actual answers and results (Hobart or up the chain)? I've spent 20hr+ on the phone and been arguing for 5 months and still haven't issues resolved for our trip planned for June/July. Our adventures so far are below...

Partner and I booked a RTW trip (our first) back mid-November and his name was spelled wrong. They had issues taking payment but assured me it could be corrected AFTER we paid, and we were naive.

It was a great route, all business class and hitting the cities we wanted to see in the US and Europe, so we argued with them for 4 months. Finally gave up because the mental load and frustration was getting too much. Then getting a refund after they were cancelled was a big runaround that took 2 weeks and 5 calls (last call solved it within an hour).

After the points came back I called again, we obviously we couldn't get the same trip, so I called with the best itinerary we could find. The agent transposed our middle/surnames and spelled my name wrong (despite it being my QFF number ).

Called Customer Care and they explained they'd create a new booking with coreect names, duplicate the flights and cancel the previous booking - sounded super simple and looked good. Then flights started disappearing off the new booking. Called to question it the next day and the agent I got was (literally) huffing and puffing about how the flights weren't available and I'd have to accept a lower class and different days. Finally after an hour, which was a relatively short call compared to my others, she sent a request for reinstatement of the flights missing from my third booking. Plus a request for 3 flights on the date I called for some reason. I also sent an email to the ticketing issues email.

That was Saturday. Yesterday, after 6pm, flights disappeared again. I got the same response about them not being available and had to call 3 different times as my calls kept getting 'disconnected' when I asked for a supervisor and said I would wait on hold until they were free.

I know calls drop and supervisors there have bs-ed me before, but I am at the end of my rope. 800k points + Points Club Plus I can't do anything with, on top of the extra money I keep forking out because dates change.

Wow. I'd stop phoning and just use Twitter - all my OWA issues of late have been resolved via the Twitter channel. It's very slow but effective, text-based communication seems much less error prone, and your conversation history is there.

 

[VeeVeeTop]

Wow. I'd stop phoning and just use Twitter - all my OWA issues of late have been resolved via the Twitter channel. It's very slow but effective, text-based communication seems much less error prone, and your conversation history is there.

Thanks for the tip - I hadn't thought of Twitter because I don't really use it. I tried FB messenger but wasn't getting a response after the request for my booking ref

 

[PaulyB]

Thanks for the tip - I hadn't thought of Twitter because I don't really use it. I tried FB messenger but wasn't getting a response after the request for my booking ref

Wow indeed. I am so sorry to hear of your experience. Knock on a few doors? Just wow.