Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[Phoenix-1]

I would add the original ticket with the one PNR and the two pax and ask to „re-create“.

Good idea! Thanks

 

[Lemon_Party]

Used the social media chats to add an infant to two separate reward bookings and it was astonishingly straight forward, all showing up on the app and to my surprise only have to pay $110 in fees, we expected fees around 10% of the revenue fare (~$1300 based on the cost of the two one way flights on GF). Could it be because the flights are into and out of Japan?

Still waiting on a call back to pay the taxes and the tickets for the little one to be issued, fingers crossed it happens soon.

@Hunter4vr - which social site did you use to do this? I’ve got to add an infant to an existing reward booking and have been avoiding calling up and probably losing my tickets.

 

[Hunter4vr]

@Hunter4vr - which social site did you use to do this? I’ve got to add an infant to an existing reward booking and have been avoiding calling up and probably losing my tickets.

Used both Twitter and Facebook, I’d say the Twitter one was a bit better as it didn’t have the annoying chat bot that tries to “resolve” your issue.

 

[muppet]

I have just being pinged by this issue.

Although, I think it is more MH’s fault than QF.

This afternoon I changed the date of a single flight in my OWA J booking. Paid taxes. Sent to ticketing. Within about 4 hours MH had cancelled the flights - the completely unchanged flights.

I’ve sent an email to [email protected] and I guess now we wait.

Flight leaves in 7 weeks. I have so many regrets, I second guessed myself while I made the change.

 

[Mattg]

I have just being pinged by this issue.

Although, I think it is more MH’s fault than QF.

This afternoon I changed the date of a single flight in my OWA J booking. Paid taxes. Sent to ticketing. Within about 4 hours MH had cancelled the flights - the completely unchanged flights.

I’ve sent an email to [email protected] and I guess now we wait.

Flight leaves in 7 weeks. I have so many regrets, I second guessed myself while I made the change.

A similar thing happened to me once before when changing MH flights booked using Qantas points. The flights were cancelled out of the booking before even the end of the day. Took a phone call to Hobart to get the flights reinstated.

 

[Phoenix-1]

I have just being pinged by this issue.

Although, I think it is more MH’s fault than QF.

This afternoon I changed the date of a single flight in my OWA J booking. Paid taxes. Sent to ticketing. Within about 4 hours MH had cancelled the flights - the completely unchanged flights.

I’ve sent an email to [email protected] and I guess now we wait.

Flight leaves in 7 weeks. I have so many regrets, I second guessed myself while I made the change.

Sorry to hear it. You shouldn't have to second guess changing flight times. I'm sure it's very stressful but this thread is full of success stories so you should feel confident in getting your flights reinstated.

 

[Mr H]

I had MH cancel flights within two hours. They require immediate reticketing. The good news is that the escalations email address seems to be able to get flights reinstated even if it can take a week or so.

 

[PaulyB]

Yes MH and a couple of others (Cathay?) have been notorious for quick cancellations. It happened to me last year fortunately with a resolution.

On the brighter side I am hoping that as this thread has been quiet since Feb it may be less of a problem with improved call centre support?

 

[muppet]

I have just being pinged by this issue.

Although, I think it is more MH’s fault than QF.

This afternoon I changed the date of a single flight in my OWA J booking. Paid taxes. Sent to ticketing. Within about 4 hours MH had cancelled the flights - the completely unchanged flights.

I’ve sent an email to [email protected] and I guess now we wait.

Flight leaves in 7 weeks. I have so many regrets, I second guessed myself while I made the change.

Update: This morning I can see in the Qantas App that the flights have been added back in and are “Waitlisted” so I’m happy they are looking into it so quick!

No reply to my email as yet.

 

[Danger]

It seems fair to say, 18 months later, Qantas's promise never eventuated.

 

[BD1959]

Given their trumpeting of leverage with Qantas in the original article perhaps it’s time for AFF Editor to follow-up with Qantas on why their “permanent solutions” have still not rectified the issue.

Regards,

BD

 

[RichardMEL]

Leverage?

Having a line to corporate comms and maybe a few others doesn't mean there's leverage imo.

By all means, it's reasonable to follow up about this issue, but nit like they can affect anything QF does.

 

[BD1959]

Leverage?

Having a line to corporate comms and maybe a few others doesn't mean there's leverage imo.

By all means, it's reasonable to follow up about this issue, but nit like they can affect anything QF does.

From the original article “Over the past year, we’ve contacted Qantas to try to get a resolution for many of the members who reported issues on the AFF forum. Many of these customers did eventually get flights reinstated, but only after we got involved.”

regards,

BD

 

[RichardMEL]

I guess our definitions of "leverage" differ

Great contacts to the people who can get stuff done - absolutely. It's great this is a thing (in lieu of the actual issues being addressed properly).

Now as a P1, I think I should be able to get the Spice Bar to put Pad Thai in the menu next week....

 

[BD1959]

Well you sort of defined leverage as “anything QF do” … and AFF did claim to get ticketing issues resolved …

Regards,

BD

 

[RichardMEL]

This is going OT so I hesitate to continue this, but I really must respond...

Well you sort of defined leverage as “anything QF do” … and AFF did claim to get ticketing issues resolved …

I'm not sure where you got "my" definition from. Thats not really what I was meaning.

To me, the implication was that the AFF Editors could incluence QF to do things. Or rather, to Use their power from running this forum to get QF to take action.

i guess it os semantics a bit - because yes, they have the line of communication in to get some cases resolved, and to funnel info out (such as the contact email address).

i guess I see having "leverag" as being more an ability to influence or control decisions or changes through a position of power. Eg a major political party donor having a voice as to party direction, or a large corporate employer potentially influencing government policy.

At any rate, the Editor(s) have been doing a great service for forum members. I call it having the right contacts, and you can call it leverage - it's all good when it helps get people out of a puckle created by QF

 

[BD1959]

As I highlighted, the editors - who I agree do a great job with this forum - themselves claimed to had had positive outcome for AFF members when they directly intervened with Qantas. The article also highlights how Qantas were planning to implement strategies and processes to permanently resolve ticketing issues.

- AFF editors ability to engage with Qantas was not called into question
- Qantas acting on specific issues raised by AFF editors was not called into question

I was merely suggesting given previous positive leverage of the relationship that AFF follow up on the Qantas assurance of permanently rectifying issues as outlined in the article.

Incidentally the definition of leverage I applied was “power or ability to act or to influence people, events, decisions” - that influence previous demonstrated to be revisited.

Regards,

BD

 

[AFF Editor]

I was merely suggesting given previous positive leverage of the relationship that AFF follow up on the Qantas assurance of permanently rectifying issues as outlined in the article.

There is work happening behind the scenes.

Things are definitely much better now than they were 18 months ago, but it's still in both AFF and Qantas' interest that any remaining issues get resolved.

 

[Gold Member]

It seems fair to say, 18 months later, Qantas's promise never eventuated.

I don’t think any of us were ever surprised by that.

 

[Leroy]

Ha this is very apt as I'm currently on hold for the third time trying to sort through my added infant not being ticketed (whilst showing in the app). If it wasn't for seeing the issue through this forum I would have had 3 International Flights in the last 12 months screwed because of Qantas' ticketing team not doing their one job of processing tickets.