Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[muppet]

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.

Well 3 days in not much progress. Still no reply to my email to reward ticketing address.
The original flights that were lost were temporarily added back as “waitlisted”. They’ve now dropped off on Wednesday and new options on MH the day before are in there as waitlisted. My points have been fully refunded. Other confirmed sectors on QF and AY seem to be holding.

Should I wait out rewardticketescalations or call?

With no reply it’s hard to know if something is happening or i’m at risk of loosing the other sectors I still have.

 

[There'sOnlyOneJimmy]

Well 3 days in not much progress. 1. Still no reply to my email to reward ticketing address.
2. The original flights that were lost were temporarily added back as “waitlisted”. They’ve now dropped off on Wednesday and new options on MH the day before are in there as waitlisted. 3. My points have been fully refunded. Other confirmed sectors on QF and AY seem to be holding.

4. Should I wait out rewardticketescalations or call?

With no reply it’s hard to know if something is happening or i’m at risk of loosing the other sectors I still have.

First, commiserations for your plight. Those of us who have gone through this unforgiving meat grinder (multiple times…) know how you feel.

A couple of comments / observations (refer numbering in quoted message):
1. The escalation staff seem to only make contact when they absolutely have to. But of course that leaves you in the grey zone of “should I be patient & let them do their work, or should I jump up & down to get some action”.
2. This looks like an indication that they are working on your issue, and that the first choice has failed, and that they’re now on plan B.
3. This seems a bit odd. If the other sectors are still there, then why refund the points? Do you still have a valid e-ticket for these other surviving sectors?
4. I suggest another email, referencing the previous email(s), outlining (calmly & succinctly) your concerns and any proposed solutions that you have, and invite them to call you to discuss. I have sometimes had success this way.

Keep in mind that despite all best efforts, sometimes it’s difficult to get the solution that you want…

 

[MelbFlyer]

It's been a while since my last rewards flights (just under a year now), but wow - this is still going on?

I would have thought it'd be fixed by now, but then again it is Qantas.

 

[UP4014]

The squeaky wheel everyone, keep that in mind.

But I do get ground down over time myself.

 

[Danger]

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.

It's great that things are improved, but the title of the thread isn't, "Qantas promises to be much better". Qantas allegedly promised. Qantas didn't deliver.

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

I know I wasn't.

 

[muppet]

Well 3 days in not much progress. Still no reply to my email to reward ticketing address.
The original flights that were lost were temporarily added back as “waitlisted”. They’ve now dropped off on Wednesday and new options on MH the day before are in there as waitlisted. My points have been fully refunded. Other confirmed sectors on QF and AY seem to be holding.

Should I wait out rewardticketescalations or call?

With no reply it’s hard to know if something is happening or i’m at risk of loosing the other sectors I still have.

Well just to close this out. The full sequence of events for my ticket:

Day 1 - Made minor date change to a single AY flight and within 4 hours MH had reclaimed its sectors
Day 1 - Emailed rewardticketescalations who added sectors back and asked via OneWorld desk for reinstatement. The reply from MH was no, but how about the day before.
Day 3 - QF added in a bunch of MH options and resent request to MH which was not answered.
Day 5 - QF added its own metal sector ‘On Request’ that appears to have been denied.
Day 7 - muppet finds his own way to London using an extra stop but on the originally planned day, calls overseas call centre who helpfully adds it all in and send it to ticket queue but refuses to ensure an urgent ticketing. So I email escalations and pleaded for an instant ticket which they kindly do. They reply that its ticketed and to make sure i have enough points available… this is the first reply I get.

All up, a minor AY date change for 2 pax cost 10,000 points extra and $1,120 in taxes as the new flights involved BA….

I can see they were trying to help, but I’m unsure if they would have ultimately have been able to deliver - that’s why once I found a way to save my ticket I just bit the bullet and did so - at great personal expense.

Lesson learned, will not be making any more changes.

 

[Must...Fly!]

Sounds like a nice case for some legal action

 

[muppet]

Well a further update, after I had found an alternative and managed to have it successfully ticketed - MH finally replies to QF and plonks two sectors back into the PNR (the now fully ticketed and correct PNR). The flights were the day before the original flights they removed, so not ideal but if I was patient it would have eventually been fixed.

In the end, I could not wait while knowing a solution was available with 2xU seats on partners that could be scooped up at any time.

But if you wait 8 days - looks like they will come to the party and fix it. So it seems like ticketescalations do have an ability to fix things!

 

[Mwenenzi]

All up, a minor AY date change for 2 pax cost 10,000 points extra and $1,120 in taxes as the new flights involved BA….

I can see they were trying to help, but I’m unsure if they would have ultimately have been able to deliver - that’s why once I found a way to save my ticket I just bit the bullet and did so - at great personal expense.

Lesson learned, will not be making any more changes.

Real govt taxes or/and carrier surcharges (~airline profit)?
Still paid this with the latest "further update" changes?

Worth a claim to your state tribunal
example VIC Home | VCAT

 

[muppet]

Real govt taxes or/and carrier surcharges (~airline profit)?
Still paid this with the latest "further update" changes?

Worth a claim to your state tribunal
example VIC Home | VCAT

Mostly BA carrier surcharges. I don’t intend to pursue it - QF could well argue they were working on it and I made a voluntary change.